Verizon Jetpack hotspot minute usage going through the roof, but I'm not doing anything differently.

[Counselor2002]

I have the same problem. I only use my jet pack when I travel. Today I got a notice that I had used up 75% of my data. I had it turned on from 4pm until 10 pm and was not using it all the time.

How could this happen!

(Branched to this new discussion for better exposure..original thread too old)

Message was edited by: Verizon Moderator (M)

[jeffrey0707]

I need some help o this too... Should I go to a verizon rep? >Hyperlink removed<  here is my bill history!! I just got the hotspot last month and my bill is 180. 50 of the is due to switch over! I've been waiting for a response for 2 day!! Some help would be a help. I email the contact us pages 2 twice!,

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[dhandler]

Somewhat related to our situation and this is what we learned from Verizon today but first a little background. We are fulltime RVer's so our MIFI is an important part of our arsenal for accessing the Internet, especially whenever we're parked somewhere that an RV park's wi-fi is sketchy or none existent. We have a 5GB plan that we rarely come close to going over.

Back to the present: We received an email alert telling us that we had reached 75% of our 5GB. From that point on until our next billing cycle, the MIFI was turned off. Imagine our surprise that when our next bill came do we were charged for an additional 3GB! (in reality the overage was 2.4 but Verizon bills on the smallest amount over and rounds it to the next highest GB). So with our MIFI turned off we somehow managed to use our remaining 25% plus another 2.4 GB. Pretty impressive.

Called Verizon and spoke with two reps. This is what we were told. First, due to Verizon "software updates" timely emails warning of usage were either delayed or not sent at all. That we had received a 90% usage warning on (date excluded). So if Verizon was experiencing problems with timely email alerts, why should we be penalized? And how could we possibly have used so much data in so short of a time? The first rep then offered to refund half so we asked to speak to another rep.

The second rep said we had only received an email with a 75% usage warning on the same date that the first rep said we had received the 90% warning (we have no record of ever having received a 90% warning, BTW). In any event, we had still turned off the MIFI regardless. So why/how could we have uses so much data in so short of a time?

The second rep said that we should never trust the email alerts - that the emails are not an accurate real time reflection of usage...that the emails are sent only as a courtesy. ????

The second rep said that we should log into our account to check real usage so I guess that's something we'll have to rely on if we have any hope to know where our data usage stands during a given billing cycle. That still did not explain how so much data could be used in so short of a time...

Understand that when we have major software updates on our computers that we will use a public library, or an RV park's Ethernet (when available). We don't download movies, we don't subscribe to NetFlix, etc. Our data usage is mainly emails, checking FB, or news on a web site.

So the bottom line is don't believe the email usage alerts that Verizon sends out because they have little to do with actual usage. Such emails create a false sense of security and frankly, work to Verizon's advantage by creating (not preventing) data overage charges. Either Verizon fixes the lag email lag times or they must stop offering the service. To continue to offer the email alert  service in its present form is fraudulent.

[cyncam000]

Same issues here with mega bills. I've been trying to fight mine. Paid the normal and refuse to pay the overage so I'm now suspended and looking for another service provider who cares. We have had increasing overages over the last 3 months to the tune of $230, 315, 400 in just overages. I had everybody shut down all of their units and my son changed the password on a regular basis and we still got overage -when nobody was home. Tried to explain this but Verizon Rep basically don't give a damn and refuse any responsibility. There is obviously something going on with the verizon system. Two of my kids are IT majors and can't find anytying on their computers showing matching usage. WE also found a sneaky by Verizon. Everytime we turn the hotspot/aircard on and off we are being charged for 100MB- all computers off. We just got the unit replace because it was constantly rebooting itself. I'd suggest dumping Verizon and going elsewhere. I've had it witht he Fraud and unethical behavior. I don't mind paying for our overages but I do mind paying for this nonsense and getting the runaround and suspending my service because one month is 1/2 the money behind because I'm questioning the usage.

[Boysie]

Last month I suppllied a MIFI unit to one of my rental hoses for them to use, with the proviso that they stay below 3 Gig, and i would roll it in with my data package of 6 gig. Well shortly after, I got alerts warning me i was going way over my limit, and i could purchase extra data retro, and avoid the overage fees. the system syted that i would need about 16 gig to cover everything.

I upgraded to 16 gig, abused my tenant for watching movies, and cancelled the Mifi operation.

When i got the bill, it showed that the unit had only uses 0.2 gig, in spite of all the warnings to the contrary.

When i called verizon on this, they refunded the difference between the 16 gig package and my original 6 gig, said something about "problems". Now I have to apoligize to my tenant for calling him a liar when he told me he was not over abusing the unit.

I also have a personal Mifi, and I have now gotten messages saying I have used over 5 megs, half way through the billing period when i have never exceeded 2 before. I checked my data usage, and found that 80% of my usage ocurrred at about 2:00pm each day in amounts of 0.3 to 0.5 gig per ocurrence. Nobody is home at that time, my computer is set to ask for updates, and what would suck up 1/2 gig anyway. This time I will not panic and upgrade my package, which is what verizon wants you to do BUT if you do, check your final bill, you may find you never used anything like the amount the alerts said.

There is obviously something buggy about the usage computer. I will be turning off my computer, and every data user between 9;00 am and 5:pm in future. what a rediculous scenario.

[evdotech]

you might want to get a router to keep track of usage, example a Peplink Balance 20 keep track of your data by month, day, week, or live see where your usage is going see what computers are doing what..

you can get the gear at 3gstore

[jeffrey0707]

So what your saying is I have Togo to verizon  and tell them bout my data usage?  I get my alerts on my iPad. I'm 5 days in my cycle and  nd 50% of my data this month and 10gb last month! I use my iPad for emails Facebook nd browsing the web. No way I should use 10gb in a month. If I have my bill paid online what should I do? Do you need to turn it off at nite?

[Prepper]

Welcome to the crowd, you are not alone, by a long shot apparently.  We had went over once in 2 years, upgraded to MiFi Jetpack with 4G capability and have since been "over" 9 times out of 12 months.  We like others state on here aren't doing anything different.  No movies, no streaming or downloading music, just general browsing and emails.  We only use it at home, not traveling, no neighbors close enough to steal data, Verizon tower within a mile of home, so not going thru other carriers towers but still getting charges dating back to other months.  Question:  if they round up to the next gig for billling, how do I get charges later saying for overages in previous months?

I will be shopping other carriers in December when my contract is up and will spend my money elsewhere after being a long time Verizon customer.  They may have a better network but others have caught up in our area and I'm more than willing to give them a chance to not be robbing me of my hard earned money.  What a shame.

[prettyppam]

I'm looking at hundreds of dollars of fees for high usage and like so many, NO REASON to believe it is real.

Haven't gotten to the bottom of this yet since there is NO REAL PERSON I can talk too this PM.  I chatted earlier and was told to call back to tech support  (no warnings about short hours,)  but I've been busy the rest of the day as I told them I would be. 

I put my folks on my VZ F/F plan so that they could have better internet connections.  They live in a remote area (separately) and have BAD internet access.  All the great grand kids live LONG distances away and web cam is their only reasonable means to see them.  That said, they don't web cam very often. 

My dad has done OK since getting the hotspot device about 8 mos ago, occasionally going minimally over his 5 GB.  Lately he had done better.  Though he has long worked with computers, at 87 years, he keeps asking 'what is using his data or causing his charges'.  He has talked to the local store, requested reading info, etc.  NEVER has he been able to fully understand why his usage was going over the 5 GB.  He generally turns off his computer if he is not there.  He lives in a remote area and I doubt any neighbors have a good signal from his device.  He turns it off when not in use. 

Regularly I got texts from VZ about his usage.  Mid cycle, I would get notified if he was close to 50%. My last notice was Oct 3, end of cycle and he was at 90%.  I've gotten 28 messages from VZ about his usage. 

Mid Oct we went to England to visit family.  I set up global access, bought a small data plan, etc.  Recently I may have noted a higher than usual bill coming thru on my credit card, but I just decided it was my usage in England even though I never could get great connections and didn't do any high usage things.  While looking up the cost of a phone I was carrying for a local ballot issue, I noted a warning about high usage.  I still thought it must be an error on my phone.  I call VZ, got transferred around, then was told that it was my Dad's hotspot device.  When I called, they thought I was responding to their request for my call.  I did NOT get an Email OR Text from VZ, NOR a freekin' call!!  I was just alarmed at the over usage, thinking it was my phone.  The VZ rep tried to tell me they didn't have an Email for me, yet I've received emails from VZ on 2 of my EMail accounts.  When I signed up for this forum, one of my emails automatically filled in on the form.  AND, the rep tried to tell me that I wasn't signed up for text notices.  I have 28 of them!!! Maybe they changed all of that when I 'upgraded' to global before I left for England?  I left the country and set up the same coverage in April about a month after getting his device, the one in question.  Notifications continued while I was out of the country for a month and until Oct 3. 

Now I'm looking at 30+GB overage this month and not even half way through... HUNDREDS of dollars plus the hundreds from last month. I'll bet VZ keeps jerking my chain and keeps telling me BS about my service, etc. 

I HATE their politics, but changing from VZ has always seemed a problem because it would leave several people hanging w/o good internet connections, phone service, etc.   Their actual coverage while not perfect for us, has been better than others. 

Recently I learned what people around the world pay for cellular service which is widely used and it's NOTHING compared to what we put to the large corporate bottom lines with VZ, ATT, etc. 

Time to revolt!  Time to dump VZ. 

Message was edited by: Pamela <Name and comment deleted per the for privacy and language.> and they've posted my name??????? 

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[Counselor2002]

I am writing the President of Verizon and FedEx ing him all of the emails and problems. M

Sent from my iPhone

>Personal info and link to personal blog deleted<

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[prettyppam]

Supposedly they have kicked this to the 'diamond team.'  Never mind I can't ever talk to them and it takes an act of congress to even get AWAY from Financial services.  (Of course, they are never open when I'm calling... LIKE NOW!!!)  I had to use my phone as modem in Summit Co, CO this past week.  With 2 of us TRYING to get access occasionally, we used 0.046 G of data.  Yep, even thought it looks good, coverage sucks there.... IN TOWN of Dillon. 

My Dad was sent a new modem and SIM card on WED before TG.  The Fedex guy was heard leaving by my dad who was in yard raking leaves.  He had to wait until the delivery truck made it back to it's base about 15+ miles away, then go after the new device that night.  Not sure if he tried to install on TG or not, but when he couldn't figure out the SIM card, he tried to call, called me for password, then noted he got 'weekend help' and would call today.  For whatever reason, he wasn't able to call today and has not been able to use or install new device.  They expect it back to them by mail ASAP.  Meanwhile, he is supposedly using over 1 G data daily and is now at 43G!!!!! about 75% thru the cycle. He is tracking his on and off times, but NO ONE at Verizon has been able to look at unbilled usage so we can compare even though someone along the way said they would help with it.  Each transfer is another ignorant nightmare. 

The only new information I have and have not been able to get ANY feedback from VZ is that his usage changed and skyrocketed after service at Best Buy to remove a virus.  They installed Web Root... weird that here they install Trend Micro as their anti-virus/security software.  Is that a regional thing?  I know someone in CO that worked for Web Root, so how is it the TX store is using Web Root and CO is using Trend Micro?  Can Web Root suck up that much data??? or is someone from Best Buy enjoying pirating my Dad's link that they somehow stole from his computer?  I've suggested the latter and got NO interest from VZ.  Maybe the Jetpack is known to be the problem and they just make people pay because they can't fight it?  I will say, though, this incident occurred AFTER Best Buy Service... immediately.

Additionally, while dealing with real people, customer service...maybe upper level, I discovered that when my Mom's hotspot purchased in Feb or March of 2011 FAILED by Feb of 2012, she returned to the store and 'upgraded' her to a SINGLE USB device, 4G and made my monthly NON contract phone a contract phone without my INFORMED consent so that they could 'use'  (STEAL) the 'upgrade' for her.  They should've just replace that defective 5 spot wifi like they have done... we hope... for my Dad.  Now, I cannot shut down that phone without an additional 130+ fee and I no longer need it. A complaint has been filed with VZ about that as well. 

<Comment removed for discussion of moderation per the Verizon Wireless Terms of Service.>

I, too, will be filing an FCC complaint. 

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[RidgeRider]

<Duplicate post deleted for flooding of the community, discussion of moderation and for personal information per the Verizon Wireless Terms of Service.>

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[RidgeRider]

I got my JetPack 4G service a few months ago and it has been a pleasant experience until Thanksgiving Eve. My new billing period started on Nov. 21. For the 24-hour period of the 21st, my 14 GB monthly usage and 2.34 GBs more were used. Both my wife's computer and mine blocks Windows updates. This is more usage in one day than I have ever used in a month. I started calling tech services early on Thanksgiving and spoke to eight reps. that day. No help. I wrote the service department that evening but haven't heard back from them. Two days ago I talked to another service supervisor and he agreed that over 6 GB in one download at 11: PM didn't make any sense and agreed to cut $90 dollars off my bill, but since I am into December's billing cycle and into overage, I can't use my Verizon service for three weeks or until Dec. 21. I am using my son's service now. I would be happy to supply all the details of my holiday experience to any one that initiates a class action suit. My son is a lawyer, but unfortunately he is stationed at a NATO base in Belgium.

[Counselor2002]

I wrote the President of Verizon and also filed a complaint to the FCC. I got a call from the President's office last week, I should hear from them again next week. You can file a complaint online with the FCC. Something is definitely wrong.

>Personal info and personal web site link removed<

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[prettyppam]

Don't see anything about this on your blog.  How does one write to the Pres of Verizon?  I haven't really looked, but figure getting to any functional address is going to be another adventure in futility!!

To ALL:  I just have to say that I don't see any id---s on this blog.  'Tis VERY concerning about what is going on with VZ and their Jetpack and service for that matter.  Also, sorry to anyone confused, when I've said modem.... I'm referring to the MiFi or Jetpack my Dad has.   AND for any wondering why I don't just GO THERE to sort out myself, I live about 650 mi from my dad and mom. 

My FCC complaint is filed.

Thanks for all your help!

[#16]

prettyppam wrote:

My FCC complaint is filed.

>Comment deleted<I predict NOTHING will come from that. Perhaps a nice form letter full of nothing.

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[RidgeRider]

<Duplicate post deleted for flooding of the community, discussion of moderation and for personal information per the Verizon Wireless Terms of Service.>

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[eoccjw]

I am experiencing the same frustrating thing!!  In August 2012, bought two Verizon 4GLTE JetPacks for wi-fi access for home and travel.  Everything worked fine for speed and pretty much for usage, too, until after Thanksgiving this year. Suddenly, network speed is so incredibly slow and usage on both JetPacks is "through the roof" this billing cycle.  Our billing cycle started on Nov 20th.  We were out of town for 3 1/2 days 22nd-24th with zero internet usage by us on both jetpacks during that time.  So that means, we've used both jetpacks only 7 days in this current billing cycle.  Already, I have had to up usage allowance from 5gb on both to 10gb on both for this cycle, and I just got alert today that I'm already 75% into my 10mb allowance on one of the jetpacks and still have 20 days to go in the billing cycle!! Something is definitely wrong!!!!  And like all others "WE ARE NOT DOING ANYTHING DIFFERENTLY" than we did for first 3 months of use.  We don't do gaming, we don't stream TV shows, nor movies.  Just our usual check email, some shopping, online usage.  The Verizon network now runs agonizingly slow online ever since Thanksgiving, and our supposed overusage cannot be accurate.  (Yes, I know there are is an increase in online shoppers using the internet after Thanksgiving, but does that mean Verizon's 4GLTE network cannot handle a known period of network traffic increase in this country?)

I called Verizon support in October for an overage charge on account.  Their "View Usage" tool is a joke too, admitted to by the Verizon Support Rep.  I monitor our accounts usage quite frequently to avoid overcharges (which of course, monitoring your usage on their site eats into your data usage!)  I take screenshots of the information Verizon presents via their "View Usage" tool to prove what they display to me.  The screenshot I took for one jetpack, just ONE day before the billing cycle ended, showed I still had 25% allowable usage available.  Yet, within 12 hours after the billing cycle ended, gee, what a shock....their billing system showed i was a gig over my allowable amount.  I asked the rep how could their View Usage tool show me i have gigs left to use, and 12 hours later their billing system shows I was over my allowance. How was i supposed to monitor my usage if Verizon shows you incomplete data?  She said "Our Monitoring system is not as accurate as our billing system (wow, there's a shocker!!!)."  When I asked "what good is it for me to use to monitor, then", she admitted it wasn't going to help me monitor usage because the monitoring tool is not as accurate as the billing tool.  She gave me a "$10 courtesy credit" against the $20 Overage Charge on my bill.  Really?!?! A "courtesy credit", acting like they are doing me a favor to do so, when the rep admits their monitoring tools aren't accurate so there is no way i can accurately monitor my usage???!!!  (But, gee, their billing system sure is accurate...or is it?)

So very frustrated and seeking new solutions even if it means paying the "ransom" cancellation fees that Verizon will stick us with for leaving!  The wi-fi service (which is now a joke to call it "service") has become unacceptable!

[RidgeRider]

Hey, eoccjw. Nine was similar ro you. New cycle started Nov. 21. In the next 24 hours my 14 GB per mo. went into overage 2.34 GB. 16.34 GB in 24 hours.

You got any idea how to get email addresses for people like us having so much trouble with Verizon? <Comment deleted for discussion of moderation and the personal information removed per the Verizon Wireless Terms of Service.>

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[prettyppam]

Here we go again!!  Everyone with a different story, and NO ONE that understands what goes on in the MONSTER they work for!!

I've figured out how to get to a live person... thankfully.  They seem helpful and concerned, but they never can seen to quite see the scope of what has gone on the last 12 (really 40) days and can NEVER get me the data that might be helpful... ongoing data usage.  IT SHOULD show up on My Verizon, but it doesn't.  I can't see it and neither can they.  Without that, we are unable to determine if it MIGHT be happening when the modem is off.  Now Tech Support is saying they can't see it until billed.  The other day one person told me she had access to some data, but I was never allowed or able to contact her again. 

Yesterday when trying to trouble shoot his new modem, my Dad was finally able to get to a live person.  (He is being routed to financial now!!)  I had to give him authorization on my account just to debulk this process.  Of course, now neither the NEW NOR THE OLD one work.  So, Tech Support tells him the problem started when he took the computer (only) to Best Buy for virus removal and they installed Web Root security software.  "It is ALL because of Web Root, so have Best Buy fix it."  Excuse me????   Verizon's old MiFi worked post Best Buy, now the new one and old one don't?  it is NOT Best Buy's problem that the MiFi's (Jetpacks) don't work.  It is a VERIZON problem. 

So, to save my Dad another 30 mi round trip to Best Buy.... likely to be futile... we decided along with Customer Services last PM that he would take both MiFi's, SIM cards and computer to the Verizon outlet and make sure all equipment was functioning appropriately.  Of course, Dad's car decided to over heat a few miles from home.  It is now awaiting thermostat repair.  He is home w/o internet or car. 

I called Customer Service again today to see if SOMEHOW we could see ongoing usage.  We know the MiFi hasn't been online for a couple of days.  Again, a nice person, seemingly concerned, seems to be AGAIN filing a diamond ticket (supposed to have results in 2-3 days....NOT! with the last one.)  The last diamond ticket seems to have disappeared into that same 'dimension' Verizon's data usage reports come from! 

This rep also claims her supervisor can take the upgrade off my monthly phone.... We'll see. 

I've taken to calling VZ from a land line.  When they give me a "just call..... at 8xx-000-0000" I make that call with my cell phone and let the 'help' hear the transferring and 'you have reached financial services..... we're closed!'  They are seemingly chagrined to have given me a bum steer, but can't resolve the problem. 

FCC complaint is in process. 

[prettyppam]

One additional note, I did speak with Web Root and even though I'm not personally a customer, they opened a ticket for me.  They say there is NO WAY it is using so much data and even with it disabled, my dad cannot log on thru his MiFi.  Their Tech support actually did some research and are interested in the outcome of this MESS!!!!

[RidgeRider]

I responded yesterday about my usage going through the roof and got your

latest post via email. I'm new to this and don't know why Verizon is

facilitating these blogs, but if you get this return email let me know.

>Personal info removed<

I have kept up with my usage and it was all pretty normal until Nov. 21.

That was the first day of my billing cycle. In that 24-hour period I was

shown as using 16.34 GB. In one day.

While talking multiple times to Verizon support people, only one admitted

to me that Verizon equipment could make mistakes.

I have an email that I can send you of a neighbor who was told by a Verizon

service rep that the problem was a Verizon timing error.

Wade

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