New Contributor II
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5 Messages
excessive data use charges
Since the November 2023 billing cycle, I have been hit with ~ $70 of data overage charges each month. Our usage patterns have not varied for the past several years, in fact they actually appear lower during months everyone was home full time. I am also confident nobody is hijacking our wifi and none of the devices have malware. So, I followed the process and opened a ticket with support, which was of no help. They just kept referring me to the "data usage meter" report in my account portal and claimed it was accurate. I asked for a copy of specific traffic logs so I could audit accuracy and hopefully identify the root cause source device(s). They advised me that specific information wasn't captured. I asked how they could classify my traffic as "web browsing" versus "social media" versus "network management and testing" (according to their data meter) if they didn't have the specific data from their logging. They had no answer for that query. My next step was to register a complaint with my local utility regulator (PURA for Connecticut). Literally the day after I submitted my complaint (and included several other Cox forum posts indicating other customers with very similar issues), I received a call from a "Cox Escalation Specialist", who basically repeated the talking points from the original service call I opened. It appears PURA didn't do anything other than literally pass along a complaint to a utility they are supposed to regulate. Not happy with this development, I contacted my local State Senator's Office and asked them to intervene on my behalf. All I am asking for is specific and accurate data to support Cox' claim of excessive use. It seems like this is a concerted effort to dissuade customers from complaining in the hopes they will simply pay the recurring charges or upgrade to a more expensive unlimited data plan.
If Cox can prove their claims of excessive usage, I will be happy to pay or upgrade without complaint, but until then, I don't plan to let this rest.
WiderMouthOpen
Esteemed Contributor III
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3.5K Messages
2 years ago
First, I assume you have the Panoramic gateway? If so, have you thought to upgrade to your own router that has bandwidth tracking so you can fact check Cox? You sound technical enough to make use of your own network. Overall, I have seen many posts about recent spikes in the bandwidth meter but so far no conclusions. No one has yet done a direct comparison between their own meter and Cox.
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adrienneb
New Contributor
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1 Message
2 years ago
Same thing happened to me — cox told me an iPad used a 1/2 terabyte of data in ONE DAY. Zero downloads mind you, just “browsing” the internet. So safari/chrome magically churned through hundreds of hours of 4k video streaming in a day. The rep had the nerve to ask if the iPad had a virus. I spoke with Apple in person, over the phone and through twitter. The Apple rep in the store ran a diagnostic on the iPad, said they had never even heard of anything like that. Cox technician came to house and ask to see the iPad, dude was convinced it was possible (the iPad itself doesn’t even have 500gb of storage). They just can’t even imagine the fault is on there end.
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seanpatrickryan
New Contributor II
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5 Messages
2 years ago
My latest attempt to minimize traffic volume is to disable a few (cheap, low resolution) web based security cameras, and, physically unplug the various streaming sticks (roku) when not in use, will see if that results in a noticeable reduction of average usage week over week. Will also reset the Wifi router byte counter and track against the next data cycle for comparison.
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rockin5b
New Contributor
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1 Message
1 year ago
I know this is old news, but yes these corporate providers like this do this all the time to suck more money from you for nothing. They are charging for over usage of "air". Get network usage software that monitors network speed and usage that can be used to compare notes to the corporate evils that be. For example, I am getting charged for just a 100mb service that seldom EVER equates to no more than, the maybe if I am lucky, 80-89mbps and that is on a "good" day which seldom ever happens. Then I get these constant emails of threats of overage of data usage. Do they prorate in anyway shape or form for what they claim to provide for service? I can answer that. Absolutely not. There is nothing given back to the consumer for what they claim to provide and cannot, but still expect you to pay full rate of the bill. Will that ever change, nope again, probably not...because we the consumer keep paying for their overpriced BS services. Hopefully all came out for the better for you and others. We did fine before their internet and could continue...
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intel1919
New Contributor
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6 Messages
1 year ago
As others have said, get your own router. I use 100% ubiquiti Unifi network equipment - router, multiple APs, switches. Service is bullet proof. And, I can monitor every device for how much data is used. Cox meter is "fairly" accurate, within 1 or 2 % of what my router monitoring tells me.
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jmc2020
New Contributor III
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14 Messages
1 year ago
Report them to the Better Business Bureau. That will get their attention.
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