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Jetpack bad data usage calculations continue

while sitting on tech support hold for past 25 minutes... (unbelievable tech service quality) i checked the forums info on jetpack and was surprised similar problems.

My jetpack while turned off is using 1.8GB of data. I turned my mifi on to check data usage and zero devices connected used another half gig.

Buyer beware that verizon appears to have problems with data calculation on the mifi devices.

Got generic answer that its updates to phone IOS or laptops. or questions if someone has my password to access. I have zero devices connected.

I also live on a 50 acre ranch.

I have 2 smartphones that i hot spot off of both, stream music, tv shows and vpn over.. using those 10x the amount of time that I have used my mifi and my usage is near 7G. My mifi is exceeding 15G even when turned off. Something wrong.

I am going to request a new SIM to see if this helps.

Anyone else have any luck with anything else? having zero devices connected and still raking up usage is unacceptable?

Comments

Verizon_Support

We want to make sure you are taken care of. We understand your concern. You mentioned living in large area. It could be the usage you are seeing is delayed. The usage your device are accumulating could be larger but not registering in a nearby tower until a later time. Are you able to read the amount of data normally used by the connected devices? Does it match what the Jetpack uses?

JavierMD_VZW

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If my response answered your question please click the Correct Answer button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

BrentOR

Accumulating what data? There are zero devices connected to it, yet it continues to use data. The only item that could connect is a roku which remains off and a network capable printer that remains off. All other devices are configured not to connect to the mifi. A jet pack is essentially a router with text capabilities. As for a large area, please explain how that would apply? Both my pixel, and iPhone that are acting as hot spots in the same space. The house we are living in is under 1000 SF. Those phones data usage are fairly normal.

John_Getzke

Data usage when the Jetpack is turned off is a sign of a data reporting problem on Verizons side or a compromised device. You should be able to work with Verizon to get compensated if there is a data reporting problem. For a compromised device you will have to review the options available to swap the MiFI, account, SIM or anything else that VZW can offer to restore to you a secure connection.

Keep pressing VZW on this. There is a small amount of delay in some scenarios when it comes to data reporting. Especially if you are in an extended usage area the delays can be somewhat extreme compared to normal full Verizon 4G LTE service areas. This has to do with the contracts VZW sets up with the local tower owners and how those owners decided to deliver the billable data information back to VZW. However, if you are in a full and normal 4G the delay should be no more than an hour. Leave the device offline for a few hours and observe the data usage. There is no excuse for data usage when the Jetpack is powered off.

I see you mentioning having zero devices connected to the Jetpack, ignore that for now as that is not as easy to prove as the Jetpack being powered off or not. Back up your statements by turning on the diagnostic logs on the Jetpack. Confirm in the logs when the Jetpack is powered on and off and cross reference those timestamps with the data sessions recorded for your account.

BrentOR

thanks for the tips John, the logs so far are showing connection pulling large data chunks in the middle of the night when the mifi device is turned off.

The last check we jumped 15G overnight (while off).

I have all the devices in our house identified so I know what is connecting to it and what is not.

Not easy to figure out the wlan data usage because it does not indicate the device, however I can see what devices are connected during those time frames when Logs are on.

John_Getzke

Keep trying Verizon and hammering on the fact that your Jetpack is turned off when the Verizon logs are claiming you are using data. There is either a billing problem that they should correct or some other details about delayed billing and agreements with the local tower owners that we sometimes hear about in extended service areas. If there is no extended service in your area then this one should be a pretty clear sign of a billing mistake on Verizon's end.

Share any more details you can learn from Verizon with us. Will do our best to help but this is a matter you need to settle with them.

casagallo

I have had the same problem. We have the unlimited plan on all our devices but after 20 GB on each device the speed is slowed down. Last month data from the Jetpack slowed to almost nothing! The Jetpack showed we had used almost 60 GB, which is ridiculous. The data reset during the night of 12/28/17 to 0.00. We left town the morning of the 29th and returned the evening of the 3rd of Jan. When I turned on the Jetpack, it showed we had used 17.4 GB -- while the Jetpack and computers were turned off! I just left my local Verizon store. The clerk checked my total usage for all devices -showed just over 1 GB. The Jetpack shows 17.4, and obviously the speed is slowed by the reading on the Jetpack, not the actual usage. She tried resetting the Jetpack software but no change. Therefore, she assumes it is a hardware problem and ordered a new Jetpack at no charge. I should receive it in a couple of days and we'll see how that goes. Hope this helps.

MARUPR44

We have 2 Jetpacks, one for each of our PCs. About 6 months ago, we were consistently getting an error message on Day 14 of our cycle that EACH Jetpack had used its data limit for 4G and we were going to the slower speed. We have been retired for more than 5 years, and our computer usage hasn't changed. I was told that Windows might be running some background program, and is surreptitiously using data. I had both computers checked (to the tune of $200), and there are no programs running. Even with the computers turned off, there has been data usage recorded. As far as I'm concerned, it's a scam. Unfortunately, we live in an area where there are no services other than satellite-based services. In the past, purchasing new Jetpacks has resolved the problem, but the sales person at our local store was rather rude this time and told me not to bother. Very FRUSTRATING!

MARUPR44

Same for us. When I checked data usage after the new cycle began, we had used over 2GB, despite neither of us using our computers!!!

JEFCOL87

I have the same issue. Mine is recording the same kind of data usage and it’s powered down. Have tried contacting custome Svc to no avail. If this continues I’m just going to cancel it out.

MARSHA_123

We are having the same problem, just update to a jetpack from a usb 760 modem, which worked great, btw, and our data usage has skyrocketed! I'd go back to the 760 if I know it would work on Windows 10!

NOVUS

We are having the same issue with our Jetpack. We have had it for over 5 years and have not had a problem. Recently we started seeing usage in the middle of the night and early morning. Luckily, so far, our phantom usage has been relatively small compared to other people's postings. My husband and I have been tracking our data everyday for over a year as we 'fight' over who uses the most data. All the 'excuses' Verizon uses for the use of data won't work with us as I know exactly when our data usage is updated on the Jetpack and we keep track of our data usage. We also don't have smartphones that could be using our data. This is definitely a problem on Verizon's end.

RONTOM49

Same problem. I got the Jetpack a month ago along with a data only plan for 6GB. Thought that would last several weeks of email and web use. BUt it was gone in 2 days! I complained and was credited several more GBs as a way to test. But it ate through that like butter, again just doing email and web stuff. No streaming. I then turned it off for two weeks, saving my last 2 GBs for when I really needed it. Need to use it today. I just used it for about 2 hours, email and web only, and it used 5GBs! I was immediately charged a $75 overage fee. After a lot of complaining I just got it refunded though - sounds like this may be becoming a familiar problem). I'm not afraid to ever turn this Jetpack on again. I may have to sell it. I used to use a USB stick and never had this problem. I think I'm going back to that.

STRAIGHTAPUPIL

I can not fathom how my Jetpack eats so much data. I got on My Verizon and looked at all the data usage for all 5 of my lines. 4 cell phones (the whole family) and one Jetpack. The cell phone with the most data usage was my wife's phone, which makes sense because she constantly streams Pandora radio, even at night to fall asleep, plus YouTube videos, Facebook videos and numerous other data streams. Every month she consumes about 5 or 6gb or maybe even 12gb if bored which is ok because we have more than enough unlimited data. Then here comes the jetpack. I turn the Jetpack on and use my laptop for emails, pay bills, type on threads like this one, etc. I am very careful not to stream any video or audio unless necessary and WHAM, it uses my entire 15gb before the end of day 2. Really?? 2 days with no streaming and this thing is used up. No way. Something is way wrong, and no it's not me, it's not on all night updating my computer, it's not hacked by anyone else. I even have a nice booster to give me great signal because I am rural and the Jetpack just eats the data like nobody's business. Very unhappy about that! I kind of think I wasted my money. I've read many other posts about this. I'm actually pretty good with computers and have used them longer than most Verizon Support specialists have been alive, and I'm telling you, it's You not Me. This may sound like a breakup line because it might be, ha!

John_Getzke

Great, now back up your claims with some evidence to show that the Jetpack is the problem and not the devices you have connected to it.

To do this you need to carefully monitor your Jetpack and observe which devices are connecting. Then install data usage monitors on those devices and start collecting data. This process is going to be different for every device, so review the various options that are available.

Once you have data logs that can show or suggest that Verizon is materializing data usage out of nowhere then we can continue this discussion. Until then its your word against theirs.

Verizon is not going to be of much assistance when troubleshooting specific leaks in data with your personal devices. Their support stops at the Jetpack and if the Jetpack requests something the VZW network will provide it and bill you for it accordingly. The Jetpack is only going to request network connectivity with Verizon if one of its connected clients is requesting something from the internet.

Here is one simple test you can conduct on your own. Power down the Jetpack when you are not using it. Power it on only when you intend to consume some data. Shut it back off again when you are done. Do this for a few days and compare the data usage logs on your VZW website.

Next, leave the jetpack powered on and disable all of the connections to it from your personal devices. Leave the jetpack powered on and connected for a day or two. Check the VZW logs. The Jetpack should not consume any data if no devices are connected to it.

If these two tests work then you know that the data usage is being drawn from your personal devices in some way, shape or form. Find the leak and stop it or put protections in place to limit the usage. Each device is different and smart phones should not be compared to personal devices like laptops. Smart phones and their apps are calibrated to carefully and efficiently consume data since they assume the primary connection is tied to a metered data plan. Your personal devices like a laptop will see the WiFi connection to the Jetpack like any other personal or home broadband connection. When it does they will continue to behave as though the connection is a traditional land line and chat as often as its apps and systems request it to.

MBARRANCH1

So, I’ve talked to three Verizon techs. The last time was just over an hour ago. In the middle of the night with NO devices on, 15.7 gigs used. While I was on the phone with last tech just a while ago, turned jetpack on long enough to give her the info from my admin page, so one device showed on for the three minutes of viewing. Also confirmed that several devices were blocked long before the overnight outrageous usage. Immediately turned off pc. Within minutes, another 4+ gigs of usage showed up on the jetpack With NO devices connected. This time I didn’t just power it off, I took the battery out! Anxious to see if it still shows data usage now!

John_Getzke

Nice, this is how you catch Verizon on billing issues and mistakes. Verizon shouldn't be billing you for time when your VZW device is powered off. You can show this to them with the diagnostic logs from the Jetpack.

The one point that Verizon will use to counter your evidence is that not all billing is real time. There is some wiggle room built in to what is reported to Verizon if you happen to be going through a 3rd party tower system.

You can run additional experiments at the expense of your data usage to figure out what the common delay is in your area. Power down the Jetpack and let it rest for a few hours to clear any data usage. Then power it on at a certain time and consume a predictable amount of data. Then power it back down and watch the usage monitor. Track back and see where the small burst of data usage comes from.

My own observations suggest that normal VZW towers have a delay of around 1-3 hours. 3rd party towers/extended service can be 1-2 days. Some have explained this to me as the relationship between the 3rd party tower owners and Verizon. The 3rd party sends a batch of all the information into Verizon for billing which no longer represents real time billing. If that is the case then the time stamps provided from Verizon will no longer be of much use to you. The next step in your investigation would then be to set up a data monitoring device of your own and treat the Jetpack as a modem. Force everything to go through the device with the data usage monitoring software on it to capture an accurate picture of what is going in and out of your Jetpack.

ddraper-at

Having similar issue with brand new Jetpack 7730L. After two short uses it shows 5.1 GB usage. Just signed into the account and it shows .27 GB usage which is probably accurate. When using my phone as hotspot for same purpose I rarely if every exceeded 8 GB in an entire month. The data on the device is useless. Perhaps Verizon should remove this feature. I am on chat with support in the queue now.

TINPFE75

So I'm sitting here trying to figure out how in the world I used 86 gigs showing on my hotspot . So I decided to go into my acct . All the data used on all 6 deviced on my acct is 86 gigs .so why is the hotspot showing the data usage of my acct and not what was used on the jetpack . Can anyone else check and see if the same thing is happening to u . My problem with this is my service is being slowed down when it hits 15. But that's not a accurate number it's going g off of

lsb1098

We have had the exact same thing happen many times with our jetpack. For example, once it used 13 GB and it wasn't even turned on. I know the jetpack is saying we use more data than we do most of the time. We have been using our phone hotspots to compare data usage and the same actions on the jetpack use a lot less data on the phone hotspot. I just wish someone could prove that Verizon is billing us for too much usage and maybe get a class action lawsuit going. We don't have any other options for internet where we live, so they have us over a barrel.

danek288

Exacr same issue with my new 8800L! Turned off, its data usage in reases with zero devices connected. I assured ALL devices are disconnected, no WiFi connections whatsoever andnyet data usage increases to the tume of 1+GB per day! I used the 15GB in 1 week! I used to have Hughes Net Gen5 with a 20GB monthly. My usage has not changed and I never exceeded the 20GB monthly. There is a serious problem if the unit consumes GB's while OFF! I tried contactimg a CSR but got nowhere. Guess it is time to contact the FCC and the FTC concerning this.
I do not network my TV, that NW is off and always has been. Both PC's and both phones WiFi are off as well as my iPad. Went to my admin page and no devices are shown connected. And get this, activated WiFi so I could fet to the adminmpage, 1minute and it swallowed almost 1GB of usage..... no way this is correct! C'mon Verizon, really?? And why the cap? i have the Do More Unlimited Plan for everything. I was sold this unit and was clearly told that everything is unlimited due to my plan. But yet the Jetpack has a cap? Phones on the Do More plan have no caps, why does the jetpack, it is just another line!? Even the screen shows "unlimited"! bait and switch? I have no other option other than a satellite isp which is costly and doesn't perform as well as 4G LTE, been there and have done that. I am sick and tired of being mislead by Verizon! Verizon, please fix this issue! I have been a Verizon customer even before it was Verizon.... I started back in the days of "boat anchor phones" and then "bag phones" then to the bricks and them finally the old big flips with antennas and so on. More than 30 years of being a customer.... fix this!!

Verizon_Support

You are a valued customer and we appreciate your loyalty and tenure, 30 years is a long time, thanks danek288. The issues that you are experiencing are very strange as it is not possible for your device (https://www.verizonwireless.com/support/verizon-jetpack-mifi-8800l/) to use any data if no devices are connected to it. Is the access to your device connection protected with a password (https://www.verizonwireless.com/support/knowledge-base-222176/)?

Please do a factory reset as per this link (https://www.verizonwireless.com/support/knowledge-base-220943/) and test. How does your device work after the reset?

You mention that 15GB of fast data is not sufficient for your device, and I agree with you if your main data source is this device. You have the option to move your device to its own single Data Only plan. Please visit this link (https://www.verizonwireless.com/landingpages/data-only-plan/read/) to review all your options. How does this sound?

AntonioC_VZW

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