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danieljames84

Visitor

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3 Messages

Data usage spike is bogus

A couple months ago I supposedly used 320 GB of data in one day and was billed extra. After hours of getting the run around the charge was reversed.

A technician said he would raise a ticket and call me back....never happened.

Now again supposedly used 322GB in one day.

Of course the help line is not helpful and they cant point to a device using all that data.

All they want to do is sell me an overpriced unlimited plan.

You all are about to lose a customer!

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Allan

Moderator

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2.4K Messages

Hello. I can certainly understand your frustration with data usage charges. Please feel free to send an email with your full name, address, and a brief description of this concern to cox.help@cox.com 
-Allan

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danieljames84

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3 Messages

I just sent an email a few minutes ago

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CurtB

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Honored Contributor

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2.1K Messages

Just curious... does your "Data Usage Activities" page show a spike in "File Transfer & Device Backup"?  If yes, someone may have used your Internet connection to download some new games.  You should verify your network is secure.

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danieljames84

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3 Messages

Web browsing was the highest usage, 85% of the data.

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HeatherS

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210 Messages

Thank you. We will reply to your email as quickly as possible when we receive it. 
-Heather

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CurtB

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@danieljames84​ The Cox "Data Usage Calculator" indicates that General Browsing 24 hours per day would use 130 GB of data in a month, according to the "Total Estimated Monthly Data Usage" calculation at the bottom.  If that is 85% of your data usage, it would be impossible to use 322 GB of data in an entire month, certainly not in one day.   You should take a screenshot of your "Data usage activities" for the affected cycle and email it to Cox with your full name, service address and a link to this discussion.

Edit: The above data usage calculations were based on one user.  Without knowing the actual number of users, total data used, breakdown in usage type for the data spike, etc., it may not be accurate to say reported usage is "impossible".  However, browsing calculations were based on 24 hours per day, every day.  That's unlikely.  It's probably more appropriate to say that accuracy of the reported usage is "improbable".  Cox should look into it.  I'd be interested in knowing the outcome of any investigation.

(edited)

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Darkatt

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Your browsing data also doesn't take into account that while browsing, you download a file/program through your browser.

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CurtB

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Downloading a file should increase "File Transfer & Device Backup", but not "General Browsing" (Usage calculator) or "Web Browsing & Apps" (Data usage activities).  Opening a webpage with a browser should add to browsing data but clicking a "Download" link on that page would start a file transfer that should be categorized differently.   

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danalynnbarnes

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1 Message

They run a lot of scams.  One was that the help agent said I had used all my data for the month and that I was about to be charged for an overage.  He would not provide any details other than trying to increase my monthly bill.  I had actually only used 46% with only 4 days left in the month and a credit available to use.   I believe Cox trains them to scam the customer and intend to file a complaint with the attorney generals office.  

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Allan

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2.4K Messages

Hello. I can certainly understand your concern with data usage charges. Please feel free to send an email with any account related concerns to cox.help@cox.com 
-Allan

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Glenee

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112 Messages

The one that seems to just tear it up on Data use, is Apple Updates and new OS downloads. Just General up keep of all the things that use data in your house will suprise you. Apple seems to want to update all at the same time, I have seen Data jumps as much as 100 gb in a couple of days.

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