Abnormal data surge with MiFi (Jetpack 6620L)

[dcarlton1118]

Has anyone experienced something like this? My MiFi (Jetpack 6620L) apparently used hundreds of megabytes of data even though (as far as I can tell) no device was connected to it.

My data usage log on the Verizon website show the following information below:

The 45.39 MB used at 12:45 PM on 4/5 looks normal. What is astonishing is the 349.25 MB at 6:57 AM on 4/6 and thereafter.

I left my MiFi device in the office yesterday (4/5), with the USB charger connected. It's configured to allow only one device to connect to it. The password is private (no one else knows it), and I only use a specific laptop to connect to it. I brought that laptop home with me, so there is absolutely no possibility that the device was being used in the background to sync iCloud videos, update my laptop's software, or any of that sort.

Furthermore, I was asleep at 6:57 AM, and my office building is empty around that time. This is a building full of software engineer geeks in California; no one comes in at 7 AM. Yet the logs show that 349.25 MB was used around that time!

There is simply no explanation for this. I talked to Verizon, and they told me that according to their records, the device was indeed using that data. They refunded me the $15 that I was charged for passing my data limit (which was nice of them), but that doesn't explain how this happened, and I definitely don't want it to happen again.

Has anyone seen something like this?

[7e18n1]

> This is a building full of software engineer geeks in California; no one comes in at 7 AM. Yet the logs show that 349.25 MB was used around that time!

Data usage is reported at timestamp and under normal conditions it started after the previous timestamp. Therefore, 349.25 MB was used beginning at 3:25 AM and ending at 6:57 AM.

> There is simply no explanation for this.

You left the Jetpack on and unattended in a building full of computer geeks.

> Has anyone seen something like this?

I assume you're referring to the part where the bulk for humanity is unskilled in the ways administering a network and managing a capped metered data plan which just happen to be skills necessary to have your way with Verizon Wireless instead of them having their way with you. Yeah, I've seen it from the bulk of all users the entire time I've had a wireless data plan.

[John_Getzke]

> apparently used hundreds of megabytes of data even though (as far as I can tell) no device was connected to it.

What do the Jetpack logs say?  Enable the logs if they are not already enabled incase this happens again.  Most Jetpacks log when devices connect or disconnect which can add to your case.

> My data usage log on the Verizon website show the following information below:

Timestamps mark the end of a given data session.  The few timestamps at the top of the log are a little unusual and suggest that there may have been a data dump of some kind. Even at top speeds 2-300 MB in a few minutes is pretty unusual.  Instead what may have happened is you could have taken a patch or large update while roaming in the last few weeks.  When VZW received the billing from the roaming partner it would have appeared in a big clump without valid timestamp info.  VZW then may have tacked on the current received time of the data as opposed to when the usage actually occurred.

If you think back over the last 2-3 weeks can you think of any scenarios where the Jetpack was traveling around?  If so that may be a clue as to what happened and plays into the roaming data theory.  Delays from roaming partners can vary to a few hours to a few weeks.

The size of these data sessions suggest a large update was pulled by something.  Around 1 GB can often be Win10 updates or else some significant streaming.  I advise shutting down the Jetpack when it is not in use.  You can leave it connected to power if you like but turn off the radio to minimize confusion on data usage logs.

> The password is private (no one else knows it), and I only use a specific laptop to connect to it.

I suggest setting up a data usage monitor on this machine.  There are great tools out there for laptops such as Glasswire which can expose data usage based on application.  This makes troubleshooting much easier when there is a data usage dispute.  Keep in mind that VZW does not honor 3rd party data usage utilities, they are mostly for your own benefit, troubleshooting and analysis to learn where the leaks are coming from.

> There is simply no explanation for this. I talked to Verizon, and they told me that according to their records, the device was indeed using that data.

This is VZWs trump card, its your word against theirs.  However, they have the records to confirm their billing is justified and will not release it unless there is a court order to do so.  Its not up to VZW to prove what devices are connected or who is operating the machine.  They see your Jetpack requesting data, provided it and billed you accordingly.  You have to collect your own information and solve the problem from your end unless you want to pursue litigation.

[vzw_customer_support]

dcarlton1118- We always want to make sure your Jetpack is recording all the appropriate data usage.  We are here to help configure these details for you. The usage details are updated near real time. They are updated in the same manner as the unbilled minutes, number of messages and the data used available via My Verizon.  Is this the first occurrence where you have noticed possible unknown usage for your Jetpack? Do you often leave the Jetpack on when not in use?

SylviaT_VZW

Follow us on Twitter @VZWSupport

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!!

[dcarlton1118]

> What do the Jetpack logs say? Enable the logs if they are not already enabled incase this happens again. Most Jetpacks log when devices connect or disconnect which can add to your case.

That's the most unfortunate part of this story: I didn't have logging enabled. I've turned it on now, in case it happens again.

> If you think back over the last 2-3 weeks can you think of any scenarios where the Jetpack was traveling around?

I've never left town with this Jetpack. And I've never left the state of California (with or without the Jetpack) for at least 4 months now.

> I suggest setting up a data usage monitor on this machine.

That might help in the future, but is irrelevant in this particular incident. My laptop was at home with me from 3:25 AM to 6:57 AM. Unless the Jetpack has a wireless range of 5 miles, there is no way my laptop could have connected to it.

[dcarlton1118]

> Is this the first occurrence where you have noticed possible unknown usage for your Jetpack? Do you often leave the Jetpack on when not in use?

Yes, it is the first occurrence. I usually never bother to power it off, because it automatically shuts off when not accessed after some time. In this particular incident, however, I had the USB power plugged in, and it seems to stay on in that case.

[vzw_customer_support]

dcarlton1118 we understand the concern with high data usage. When the Jetpack is left on it does use data. Do you have a password to connect to your Jetpack? Would anyone else, such as neighbors, connect to your internet connection?

YeseniaV_VZW

Follow us on TWITTER @VZWSupport 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!

[John_Getzke]

> That might help in the future, but is irrelevant in this particular incident.

The community can not confirm for you what happened in the past.  Only VZW has access to that data.  We can help you try to control and monitor new events though.  This is where the data usage monitors and tips come into play.

> Unless the Jetpack has a wireless range of 5 miles, there is no way my laptop could have connected to it.

Can confirm.  Jetpacks do not have a range of 5 miles : )

Keep an eye on the logs for us and lets see if the behavior continues.  Try to capture the logs where it confirms a device has connected or not to help strengthen your case and cross reference the timestamps provided by VZW.

If the logs show the Jetpack was off, and you are not in roaming, and no devices were connected, and they still billed you then you have some real leverage to work with VZW on a billing mistake.  Most cases that folks share with us VZW will likely try sending you replacement hardware as a first step when presented with this information.

[RVERRAFTER]

I had this issue also. I didn't have the issue until I signed up for the unlimited package.