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2019-01-12 04:18 PM
We are brand new to Optus, on our 3rd day of a brand new account, brand new wireless broadband modem (Huawei B525) and a brand new sim on the 500GB per month contract. A few mobile phones, a few laptops - NO GAMING, NO FOXTEL, NO TV, minimal NETFLIX - and I am just watching our data usage fly out the window. We are averaging 20GB PER DAY. I spent a lot of time on the live chat yesterday with Optus highlighting the impossibility of this and how worrying it is. I'm tracking things very closely today and up to midday we had used about 2GB and then we had nearly 18GB disappear in a 2 hour window with only three people in the house, and then in the last 20 minutes at home with NOTHING STREAMING, we have just jumped another 6GB. I have now got ONLY my phone connected to totally rule out any other device / hidden updating etc and its still climbing faster than I could possibly be downloading, which I am not. I'm even hotspotting my laptop to one of our phones so as not to be connected to the modem.
We have 5 mobile phones in the family on 30GB plans each, and for 3 weeks worth of use prior to getting the modem delivered, we used about 70GB of total data COMBINED with all of us. Nothing has changed in our data usage, and we had decided to purposely not yet hook up the TV, playstation etc, until we had an idea of how the wifi was going in the house for us on our laptops and mobile phones. Thank goodness we didn't as we now know we have a clear problem with whatever is going on.
One of the Optus consultants yesterday kept telling me this was last month's data now showing up in this month, even though I did keep reinforcing we are a new account and there is no last month.
I was told yesterday that this issue has been escalated to a service team, but that this could take until 3-5 business days to investigate, which is another week. I was not offered any other resolution option and I must admit I am really quite worried from both a security perspective and also the fact that just like most families, we need good reliable fast wifi for the kids when school starts. AND if we keep going at this rate, we will hit 500GB in a week or so, and be likely then paying huge fees for a slower shaped service and this will be frustrating and stressful for everyone.
I am not particularly confident in the consultant who I dealt with, noting the repeated insistence this is last month's data. Also noting that we have had modem delivery issues (incorrectly processed therefore we only initally received a sim card no modem) and already billing issues (being charged for the modem when we were going into a contract) and already in two weeks I have spent 7 - 8 hours on live chat trying to sort things out, I must admit I am feeling a bit jaded.
I thought I would try here for any expert advice or any other similar experiences or if any other Optus staff might be able to help us out or escalate this quicker or send us a new modem to try to compare if this is an issue with the modem? Very much appreciate any assistance / guidance / support!
Thanks, hope you are all having lovely days!!
2019-01-12 07:15 PM
I believe the delayed data usage reporting can cause some confusion as you are often looking at yesterdays data usage today. Have you checked your modem to see if there are any unauthorised devices using your modem? I would think a password change would be a good idea.
2019-01-12 08:10 PM
Hi there, thanks so much for the reply.
We considered the data delay possibility, but then if this was the consistent case, then we are guessing we shouldn't have any data on Day 1. We only activated the account about midday 9 January, but our usage shows 15GB for 9 January. Then 20GB 10Jan, 16.3GB 11Jan and then today we are at 26.2GB as of now. I am constantly checking through the Optus Home app for what devices are connected, and nothing unusual has come up ... and in fact today for quite a few hours, we disconnected everything except my phone and the data still climbed uncontrollably!
Changing the password is a good tip, not sure how do that, I will get my teenager onto it!
I am feeling really worried about this.
Thanks again for replying.
2019-01-13 08:10 AM
Just an update: 31.1GB final total for yesterday.
According to a bit of online research, this is roughly equivalent to 30 hours of NETFLIX standard definition movie streaming OR 700+ hours of music OR 1200 hours of internet browsing. We have limited all usage happening at home as we are monitoring everyone and everything and mostly we have only one or two phones connected, I am making everyone use their Telstra 4G mobile phone data and hot spot to their laptops so that we have a very clear picture of usage in the house, I'm utterly tired of thinking about it! I cannot believe that in Australia in 2019 we still have to monitor data usage - at our house we have no NBN yet, no ADSL+ is possible as we are too far from the exchange and no unlimited internet package with wireless broadband ... and we live in normal suburban Geelong. We have just moved back to Australia from Singapore where data was fast and unlimited regardless, so this feels like going back in time somewhat. I must say, getting online has been the most stressful and frustrating part of our entire relocation.
I ended up turning the modem off at the wall just after midnight and today I have reset the password and for today my laptop will be the only device connected! I will be out for most of the day, so my laptop will not be "working" so it will be interesting to see what data usage occurs today.
Does anyone have any tips on the Huawei B525 router regarding settings or anything that I should check to see why there seems to be a constant data download at an average rate of about 1GB per hour? Could the internet settings in at Optus be incorrectly applied? Could the data usage measuring parameters be set incorrectly?
When the modem and sim arrived, I did spend a few hours on the live chat with 3 consultants each working through the activation. It was discovered that the internet settings had not been enabled, so one of the consultants had to set things up while we were on the chat - the consultant seemed surprised it was not done already so I am not filled with confidence about the whole thing.
An option we are discussing here is to go to unlimited data on all our mobiles and get rid of the wireless broadband altogether. I cannot spend my entire waking moments being the data police.
Appreciate any modem advice?
2019-01-13 10:14 AM
I would wait and see what happens after the password change. Whilst the amounts of data you are consuming is possible it's highly unlikely that its coming from you given the information you have supplied. If the password change does not fix the problem I would raise a case with support as they should be able to tell you what is using it.