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Data usage
kjohnsonmi
Newbie
‎09-25-2016 12:58 PM

I have had problems in the past with the router but it is now happening again.  Note the times for large data dumps.  How do I get this one repaired?  I do have the device insurance with you. 

Thanks

 

09/14/1611:57:00 AM3.74409
09/16/1605:57:00 PM3.18613
09/15/1611:54:00 AM2.90351
09/21/1605:53:00 PM2.84588
09/16/1610:45:00 PM1.81222
09/18/1605:53:00 PM1.7573
09/15/1605:54:00 AM1.1527
09/16/1605:35:00 PM1.11859
09/16/1610:59:00 PM1.07984
09/22/1605:58:00 PM1.07178
09/23/1605:53:00 PM1.06501
09/15/1604:44:00 PM1.0169
09/18/1605:54:00 AM0.56269
09/05/1605:58:00 AM0.49408
09/14/1605:57:00 PM0.43118
09/18/1611:54:00 AM0.41788
09/13/1611:57:00 AM0.39679
08/31/1611:56:00 AM0.39132
09/05/1611:57:00 AM0.36962
08/28/1611:57:00 AM0.34129
08/30/1611:53:00 AM0.33993
09/23/1611:54:00 AM0.26565
09/04/1611:57:00 AM0.26453
09/14/1605:58:00 AM0.26058
08/27/1605:54:00 AM0.25045
09/06/1608:07:00 AM0.22105
08/27/1611:53:00 AM0.20999
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vzw_customer_support
Customer Service Rep
‎09-27-2016 01:26 PM

kjohnsonmi, we want to make sure your data is being calculated correctly. We are here to provide troubleshooting assistance. Tell me more about your router and the data dumps? What devices do you have connected to the router?

RalphT_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!

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kjohnsonmi
Newbie
In response to vzw_customer_support
‎11-04-2016 07:20 AM

We have a verizon router which has 2 computers wired to it.  We also have 2 phones that only rarely use the router.  I have had router problems in the past so I have Netorkx on both computer to compute usage. On November 1st, I was in the store and they got Jerard of customer care on the line.  I explained that one computer used 4.72 gb and the other 1.78 gb.  Along with the phones, we used 6.83 gb  but Verizon says we used 32.13 gb!

You can see some obivious errors -  11.7 gb at one time?  Jerard agreed there was a problem and it was probably due to the router.  They arranged for a replacement router to be sent and Jerard said adjustments would be made to compensate for the "phantom" date usase.  I think it was 25 gb.

but I don't see that anything was done except turn on the safe mode.

Please help get this straight.

thanks

keith

   

Date descending. sort ascendingTime sort ascendingData Usage sort ascendingGigabytes |  MB |  KB 
11.03.20161:56 PM0.3745
11.03.20168:27 AM0.18674
11.02.20167:20 PM0.03925
11.02.20161:20 PM0.28998
11.02.201611:16 AM0.00002
11.02.201611:07 AM0.00517
11.01.20166:16 AM0.02735
11.01.20166:13 AM0.00002
10.31.20166:14 PM0.14238
10.31.201612:15 PM0.29727
10.31.20166:15 AM0.08237
10.30.20166:21 PM0.18408
10.30.201612:21 PM1.86262
10.30.20166:52 AM0.88262
10.30.20166:21 AM3.89332
10.30.20166:18 AM0.14553
10.29.20169:02 PM0.84079
10.29.20163:02 PM0.03549
10.29.20169:03 AM0.58513
10.28.20165:42 PM1.21999
10.28.20165:39 PM0.00001
10.28.201612:23 PM3.84668
10.28.20168:27 AM0.64186
10.28.20168:00 AM3.59648
10.28.20166:23 AM11.78498
10.27.20166:25 PM0.73365
10.27.201612:26 PM1.12718
10.27.20166:26 AM0.22157
10.27.20166:23 AM0.00164
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vzw_customer_support
Customer Service Rep
In response to kjohnsonmi
‎11-05-2016 02:59 AM

I want to make sure that this issue with unexpected data usage is well enough explored. Have you attempted to change the password to your router? There might be a chance that your network was being accessed by an unauthorized user during these times.


HarleyE_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!

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kjohnsonmi
Newbie
In response to vzw_customer_support
‎11-05-2016 07:36 AM

First of all, I live out in the country with the closed neighbor being about a mile away.  The router is password protected just in case.  Talking to tech specialists in the past I am told that sometimes a router will have issues with a tower.

As you can see from the usage report, the large data use is early in morning.  I have router on a timer so that it turns off at night and comes on about 6:30 in the morning.  The one large usage around noon on the 28th was a windows update download. But you will see the other large uses are early in the morning after the router is turned on but computers are not on yet.

In the past the tech people added some data to our account to make up for the perceived error.

Thanks for your help

Keith

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AnthonyTa_VZW
Verizon Employee
In response to kjohnsonmi
‎11-05-2016 07:58 AM

kjohnsonmi​

Thanks for the additional information. This helps me to narrow down the root cause of the unexpected data usage.

I would like to check some other settings on your device. But first, can you provide me the model number of the 4G LTE Router device?

AnthonyTa_VZW​

Follow us on Twitter @VZWSupport

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kjohnsonmi
Newbie
In response to vzw_customer_support
‎11-04-2016 07:21 AM

We have a verizon router which has 2 computers wired to it.  We also have 2 phones that only rarely use the router.  I have had router problems in the past so I have Netorkx on both computer to compute usage. On November 1st, I was in the store and they got Jerard of customer care on the line.  I explained that one computer used 4.72 gb and the other 1.78 gb.  Along with the phones, we used 6.83 gb  but Verizon says we used 32.13 gb!

You can see some obivious errors -  11.7 gb at one time?  Jerard agreed there was a problem and it was probably due to the router.  They arranged for a replacement router to be sent and Jerard said adjustments would be made to compensate for the "phantom" date usase.  I think it was 25 gb.

but I don't see that anything was done except turn on the safe mode.

Please help get this straight.

thanks

keith

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kjohnsonmi
Newbie
‎11-06-2016 12:10 PM

Because the router appeared defective, Verizon replaced it.  I returned it last
Friday.   As a result, I do not have the details.  However, you should be able to find it in my account records.

Thanks

Keith

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alicias_vzw
Verizon Employee
In response to kjohnsonmi
‎11-08-2016 12:26 PM

kjohnsonmi,

We truly appreciate the troubleshooting that you have done with us so far. Making sure we can nail down any  “ghost” data is our goal.  I’m going to send you a Private Message so that I can gather much needed information to assist you further. Please respond back only in the Private Message to continue. Thanks!

AliciaS_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!!

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