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Excessively high data usage on NBN??

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Level 1a
Level 1a

My mother recently had NBN installed on a 10GB plan which should be more than enough for her as she is elderly and does not know how to stream music or video/movies etc.  Her only usage is less than 10 emails a day and maximum of about 30 minutes website basic browsing.  For years her internet usage has been minimal on ADSL2, way under 2GB per month when 2 people were using it. 

Since joining TPG NBN she has gone over her 10GB each month.  The speed when it is 'shaped' means that the internet cannot be used as it is too slow to be functional.  When checking her usage, although the daily usage is still much higher than I would expect, there are several days where she has over 3GB used.  There is no way she would be using that amount, in fact at least one of those dates she was not even home.  When I have spoken to TPG support, they cannot provide any insight into why the usage is so high, the first option they always suggest is she must to go to a higher usage plan! 

Is the data usage just a ploy by TPG to force people to go to a more expensive plan I wonder? 

I have changed the password on the modem after this happened the first time, but the following day was another day of 2.5GB usage!

I have seen messages from others that have similar problems on the limited data plans, has anyone resolved their issues?

5 REPLIES 5
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Moderator

Hi @DC 


Welcome to TPG Community!

 

Our system is designed to calculate all of the data coming in and out of our server accurately.

 

Giving this, we'd like to look into it to understand the situation.

 

Please send me a PM with your TPG username or customer ID number?

 

How to send a PM? Click here.

 

Regards,

BasilDV

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Moderator

Hi @DC, thanks for providing the account details via PM.

 

We'd like to investigate further and have a senior technical specialist contact you as soon as the investigation is completed.

 

Please PM us your best contact number and most convenient time to receive a call tomorrow afternoon.

 

Thank you.

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Moderator

Hi @DC,

 

Thanks for your PM providing your contact details. As discussed, we'll have Sr Technician Specialist call you tomorrow (Oct 30) between 1PM-2PM NSW.

 

Regards,

Will

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Level 1a

Hi, I'm sorry to remind you of the problem you were having late last year but you have described exactly the same scenario I am experiencing right now. My mum is also older, she has always used one or 1.5 GB per month, and now that she has a new NBN service she is using in excess of 10GB per month. I've disconnected phones etc from the service (they were all using wifi previously) and that hasn't solved anything. Did you get any satisfaction from the TPG people, all I have experienced is basic questions and little or no knowledge.

Thank you in advance

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Level 1a
Level 1a

Hi,

I never got a satisfactory resolution and TPG could never come up with a reason for such an increase in usage to her norm.  I disconnected everything but still had downloads and really came to the conclusion that the modem itself appears to consume data as there was no other explanation.  I put up with it for 4-5 months and she was always close to the 10GB limit and occassionally went over so was throttled to an unusable speed.  In the end I decided it just wasnt worth the hassle and reluctantly moved her to a higher plan.  I think the 10GB plan is just a hook to get you onto a contract, as soon as you question the increase in usage they just tell you to move to a higher plan with no attempt to investigate or resolve the actual issue.  Given my experience I defy anyone to actually keep under that limit. Good luck!