Verizon's issues with excessive data usage on their Home Fusion system are well documented with literally hundreds of posts about phantom data usage. I was curious to see if I had similar issues with my 4G LTE Jetpack. I printed out my usage files, and - guess what! Over 40% of my data is used between 12:15 AM and 6:15 AM sleep time for people and computers in this household. I have no data overages so far , but who knows when I will run over.
I went to the local Verizon store and they were clueless. The two answers were:
A. The time is wrong - I must have changed the time on the device somehow and it's just showing the wrong time
B. Someone is hacking intro your device, but we can't tell you that because of privacy laws.
The proposed solution - just turn it off except when you're using it.
Verizon has data usage issues with the 4G LTE Jetpack just like they do Home Fusion. Now - how do I get to someone who has a clue and gives a hoot?
Data Usage is the responsibility of the device owner. Verizon will make an effort to inform you when you hit certain levels of usage but in terms of looking through your traffic you are on your own. All that Verizon can do is provide a Data Log with timestamps and the various sessions data was consumed. Beyond that Verizon does not have to release the specifics of where and who your data is being consumed by.
Getting an attourney, although it may be effective, is not cost effective for your time or money in this situation. If you really want to see your traffic then I suggest installing and running a traffic sniffing/monitoring application on your computer. As you log your activity you can cross reference the Data Log provided by Verizon and figure out where your leaks are coming from. Some standard 3rd party traffic sniffers are WireShark and Microsofts Network Monitor. A word of warning, trafic monitors are not for consumers, they are tools intended for network administrators. Looking through the logs will be a little intimidating the first few times you try. Start small and take a snapshot of your activity. As you feel more comforatble expand the snapshot to include more and more time.
You can also invest into a router with built in logging if you want to log the traffic for multiple machines at the same time. I believe some of the Cradlepoint routers come with this functionality built in. Traffic monitors built into these routers tend to be a little more user freindly as they only show the relevant infomration for downloads and uploads.
I also talked with Verizon about the 4g LTE Jetpack that I use.
When we first got it, it did like our phones, usage normally less than 1gb in a month. If we streamed a movie, we watched and the usage per the movie at medium res. was 1.2 gb. And until this month, we had not gone over 5gb of my 10 gb plan.
Then with no changes, this month in one night, the data jumped up by 6 gb in 2 hours. At this outrageous jump which occured after midnight when all were asleep, I chatted with tech support.
I had looked at connections, nothing suspicious, no strange connections.
I told them what I was seeing in data usage and at what times, and I was told that the online usage is not accurate. It's a guess. I was told that you have to wait to get the bill to see when and how much usage there was at any give time. She did tell me she could not give me the information about the connections as federal law restricted giving out the information to protect me. She suggested I increase my data.
I asked why if I couldn't be sure yet that I had really used the data. Sarcasm never helps, of course. I also asked if there were any other calls about suspected overages, and if there was a chance the device had faults. At the end of the chat, I selected the option to email the chat to my email. Filled it all out with all the required information and hit send. The chat disappeared and I never recieved the chat in my email.
So I increased my plan to 12 gb so I don't get more charges while online getting data charges.
Then this weekend another alert, and I'm suddently in less than two hours over again, so I bump it up another 2 gb as that's cheeper than overage charges. Windows updates was not turned off of our new computer that we turned on when we arrived. However, the files downloaded totaled in the kb, not even 1 gb, but usage jumped up by 2 gb. Knowing what had happened before, we did not connect our other devices to the jetpack.
So the only data usage was the computer and windows updates. I verfied at the jetpack what was connected during this time.
Yes, I signed a 2 year agreement. Yes, I am looking into other options for internet at our cabin. I still believe there is something wrong with the jetpack, but I havn't had much luck convincing anyone else.
Data overages is definitely not a fun surprise to see on your bill!
Do you have other devices connected to the Jetpack that may be updating? Updates can use up a lot of data depending on the update. Are you turning off the devices connected to the Jetpack when not in use?
I'm sure that once the usage has billed we can take a closer look at the data usage and see where and when the data usage is occurring.
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As stated in my comment, I have kept up with the connections of my pheripherals. The only wireless device that is always on is a thermostat. It does not perform automatic updates. The data usage coincides with our weekend visits. I am not saying that we are not using data. However, I have tracked what we are using and it appears that the jetpack is recording more data usage than is really used. This is why I believe it's an issue with the device. I also stated that I did not see this activity in the past. This is a recent issue. I work with a control network everyday and have for 15 years. I am not new to this.
Thank you for your reply
I appreciate you working so hard to try to figure out where this usage is coming from, DebCz. Do you possibly use your MiFi as an internet connection to an Apple TV or similar device? Or do you use a backup provider like Carbonite on your computer? I personally saw a spike in my data usage after signing up for a backup service on my computer, not realizing quite how much data I decided to back up. I also noticed that my usage spikes when my antivirus application backs up my information and does it's own automatic system check. Finding the source of your recent data usage is important to us too.
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you won't convince the people making the extra bucks that there is an issue even if it's extremely common across these forums. Verizon CSR will just tell you that you can't trust those on a forum because they LIE. Then they proceeded to call me a liar and add an extended warranty to my bill and then some more lies from JOSHUA and MIGUEL. Expect more lies. Here is what you will experience. Prior web access resulted in X data usage, switch to verizon and now data usage is X*XX, fire verizon and switch to another only to find your data usage is back to X.
The ONLY solution is to dump verizon. Verizon customers service says they have no knowledge of any jetpack issues and told me that ALL you people posting it on forums are liars. Verizon support guy JOSHUA seemed to be helping me out with getting new equipment. Turns out all he did was add an extended warranty to my bill. Promised equipment never arrived. I was called a liar by verizon when I inquired though verizon CSR could not explain why I had a install order pending in the system. I spoke with MIGUEL? (a so-called supervisor) who promised to look into the matter and call me back - he never did which is EXACTLY what I told the CSR would happen when she passed me to Miguel. So it seems JOSHUA intentionally misled (LIED) and added costs (STOLE MY MONEY) on behalf of verizon. But CSR's are GREAT at telling me how much integrity verizon has. Seems that to verizon integrity means cramming unapproved charges on your bill, calling jetpack reviewers and forum posters LIARS and then lying to their customers & promising things that which they know will not materialize. I foresee a class action suit on this matter and I can't wait. I'm sure verizon uppers know it's coming but look at th eprofits (& bonuses) in the short-term.
The jetpack MISREPORTS data used. I shutdown EVERYTHING for hours then booted up 1 PC & Jetpack, uploaded 2 meg file to the web and shut all down again for a few hours (to timestamp the activity) Verizon bill shows 18 meg of usage during this time. It is time for lawyers & tech geeks to get involved. It is time for verizon customers to LEAVE. Because of JOSHUA and MIGUEL verizon will lose 6 lines locally and anyone I can convince to leave in the future!
I wish I had read these posts before purchasing a jetpack and opening an account with Verizon. I purchased a new 6GB data plan. Within hours of connecting the devise to the network it registered over 3G of data usage, even when there were no devises (e.g, no computer or any other wireless devise) logged into to the jetpack. Two days later there was another 1.5 GB data session, again when there was no devise connected to the jetpack. In fact, there has only ever been one computer connected to the jetpack (as access is password protected), and that computer was on an airplane several hundred miles away when the data session occured. I called customer service and spoke to someone named Jeff (he refused to identify himself further) who indicated that it is "normal" and not unexpected since the Jetpack updates and connects to the network, especially soon after activation. He admitted that there would be large data sessions even when all devises were shut, and this data use was just due to "normal" network activity. Needless to say I expressed my outrage, but he said, that is just the way the system works and I should not be surprised by intermittent large data sessions, even if there is no devise connected to the unit. I asked him, "Can you imagine if your phone suddenly showed 4GB of extra data usage, evening though there was no email downloaded or website visited, just by virtue of your phone being on Verizon's network?" His response was simple: this is not a phone. Beware of Verizon jetpack. I certainly will terminate my service and end any other relationships with Verizon as soon as I can. This really is unethical, and possibly criminal.
Ok I'm not a computer guru but could it possibly be a hacker that takes over your laptop secretly to hit other websites to shut them down? I've read about those kinds of hackers. I believe you won't even know they are doing it. They can do this even if your computer is asleep. I came home today and my wife's laptop was asleep but the cooling fan was running and putting out warm air and the Verizon WiFi was blinking green. I woke it up and turned off the internal wireless antenna and the blinking on the hotspot stopped and the fan turned off. We have those data charges in the middle of the night all the time...We are going to start turning off our computer's wifi at night to see if that helps....Also we have no neighbors close enough to steal our secured signal....Kilokato
I just purchased the jetpack on January 2, 2014 and to date it logged that I've used 7.4gig of data. I called customer service and they indicated the same thing that everyone here is saying..giving me days/times I wasn't home and the jetpack and computer were turned off, but data was used. I'm still within my 14 days to return the device and it's going back tomorrow. I've increased my data package all the way up 14 gig since I've had the device (all of 7 days). I mean on a daily basis I'm getting overage notices and this has never occurred. My bill is going to be $40 more than normal and I'm really ******. On average, I've never used more than 8gigs with 4 devices on my plan. I traded the 5 spot even though it was 3g, but never have I experienced this issue for the past 2.5 years. I now see why they were FREE with a 2 year contract extension. Another device for Verizon to steal your money.
Gigiyou, We do want to make sure you get the opportunity to be able to experience the best network around. I am deeply sorry to hear the issues you are having so quickly with a new jetpack. It can be a challenge to track the exact way the jetpack was calculating the data from the computer due to privacy purposes. Many times computers can be running programs in the background of normal use without knowing it. The updates to our network can occur while the devices are off. Have you tried connecting it to a tablet or any other device to see what kind of data is used? We do want to make sure everything is working correctly for you. Please let us know so we can make sure this does not continue because we do want you to enjoy the best of our services.
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I do not have a Jetpack, but I was thinking about getting one which is how I found this thread. However, I am an IT guy and I would suspect that Windows update is consuming this data. By default Windows update runs at 3AM... I suggest that you disable Windows update and see if it makes a difference.
I too am in IT, and I assure you this is not a matter of windows updater. First, I am using a mac. Second, all automatic updates are turned off. Third, one of the large multi GB data sessions happened when the jetpack was mistakingly left on, but absolutely no devise was, or could have been connected to the system -- that is, only 1 devise has ever been logged in, and it was with me on a plane the day the problem occurred. And the second time, the computer was on, and I was doing some emails and found that in a few minutes it consumer 2GB of data -- no attachments, no streaming, no large data downloads, etc. So, buyer beware. And worse yet, Verizon stonewalls on this, admitting that "data leaks" occur, but then saying that unless I can prove I was not responsible, tough luck. Great customer care!
Same issue as all are discussing. My specifics are that our usage started to increase to the point where we were using 50% of our 10GB plan w/in 5 days of rolling into new month. I could never argue with Verizon until the following: I had checked our usage 3 times the night before and in the morning when I signed-on - all the same figure 1.806GB; I signed-on @ 7:25AM and purchased a Kindle EBook for my son and turned his wifi on his Kindle and dowloaded the book to his kindle; I signed-off at 7:36AM and check my usage which now read 1.948GB; 142MB for a ebook? I was unaware that Amazon list the file size of the book which in this case was 2.1MB (confirmed with their tech dept). Called Verizon, "we are sorry sir but that's what we show the usage as." How in 11 minutes downloading a 2.1MB ebook was an extra 140MB used? Finally, I convinced Verizon Customer Service to send a new Jetpack as I have no faith in the one we have. I should also mention that because we were concerned about our usage my wife had Verizon change the Jetpack password to ensure nothing else in the house was grabbing the Wifi the month prior - our Jetpack is USB attached to a Desktop; my kids are 11 and 9 - both their Kindles are Parent protected w/ wifi off and they don't know the password; both our smartphones have Wifi turned-off always.
Verizon at a minimum needs to be able to tell customers where their data usage is being used. Short of that you are simply paying a figure Verizon dreams up monthly.
For whatever it is worth, I have completely given up on Verizon over this outrageous situation with leakage or whatever they call it. I changed to ATT, and no problems whatsoever. So, if anyone is thinking of getting a jetpack and doing business with Verizon, indeed there is a far better alternative where you will not be taken advantage of.
Nice to know ATT's hotspots aren't having this issue, though reading their forums indicates their
iPhones do (as do Verizon's). Makes me wonder if VZW hotspots and Apple iPhone are using
the same modems which might have hardware issues relating to data consumption, that is,
recording more data used than is actually delivered.