Why has my 4G LTE 890L jetpack started using so much data?

[RichardLA]

I have been experiencing Data Overage on my 890L but have not changed the way I have been using my computer. I am also only pulling 2 bars now on 4G. I have talked to Verizon and they are telling me that there is nothing wrong on Verizons end and that I am just using the data. I have seen where some people have changed the Sims card and it has helped but Verizon have told me that this would not solve any of my problems. Any suggestions. I am getting nowhere with Verizon. Thanks Richard

[vzw_customer_support]

RichardLA,

We are very sorry to hear of your issues with your jetpack. Let's get to the bottom of this asap. How much data were you using previously? How much are you using now? Have you made sure that no one else is connected to your jetpack? We would suggest resetting your device http://vz.to/1n2HxhV and then you attempt to reconnect everything to get your data under control.  Please keep us posted.

Thank you,
RobinD_VZW

Follow us on twitter @VZWSupport

[RichardLA]

Robin:  I was using just under 5GB and now am using between 7 & 8. No one else is using the Jetpack and I have already reset it with no change. Richard

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Message was edited by: Admin Moderator

[RichardLA]

Just wondering if I might get a reply from my answer. This is the kind of problems I have with Verizon. Seems like nobody takes much pride in customer service. I notice that there are many more people having problems with this item.

[vzw_customer_support]

RichardLA,

Thank you for reaching out to us. I am sorry for the delay. That raise in usage is definitely not typical. Walk us through a typical day of how you use your jetpack, and throw in an outliers (streaming movie here and there). If you feel that a sim replacement may help you are more then eligible to get a replacement at a store. Please fill us in so we can get a better idea of what may be happening.

Thank you,

TonyG_VZW
Follow us on Twitter @VZWSupport

[RPinFL]

Having a similar problem with a like device.  Been on the 10 gig plan for more than a year and went over a couple of times but thought it was my use and paid.  However, earlier this month Verizon Wireless sent me a bunch of alerts indicating more than 8g of data usage over less than 2 hours.  I didn't think the system was capable of such speed but I know that I wasn't using the device..  Have spoken with with 3 different VW reps.  1st wanted to run tests on the device but I objected since I was in or past 4th overage and didn't want anymore.  Scheduled a call back after the cycle ended but no return call.  Got on phone with another rep.  He was sympathetic, was going to provide a credit (amount unknown), was going to check the data usage and scheduled a follow-up call.  Again, no call as scheduled.  Got on chat with a 3rd.  After going through the whole mess and informed that would not pay for the overages again, he stated that the previous rep attempted to post a credit but it failed.  He said he'd meet me halfway.  I declined and he said he'd have to get higher authority for that.  I guess we'll see.  I asked about checking the device but he just gave me a number to call.  I'll pass on that and take in to an office to see.  Don't know how this will turn out but pretty disgusted with the cost and the service.  A friend of mine from France lives in States half the year.  While here he streams French tv and movies almost every day at less cost than what I pay for my service.

[#7]

High data use and low bars sound like someone is piggy backing on your hotspot.

Did anyone suggest a firmware update?

Do you turn the hotspot off when not using it (you must)?

[RPinFL]

Are you suggesting that the device can be hacked? If that’s the case, I’ll start pulling the battery. I changed my max connection to 1 and will have to change that when I need more than one device connected. No one suggested a firmware update, the software is up to date.

I’m still not paying for the overages.

[7e18n1]

YES, it can be hacked! Rather than removing the battery and changing Max Connections, simply strengthen wireless security.

1) Power down and remove the SIM card

2) Power up, reset the device and wait a minute or two

3) Power down, reinstall the SIM card, and power up the device

4) Login to the Device’s user interface: example http://192.168.1.1 YMMV

5) Change the default SSID to something that does not identify you or the device

6) Change the default PSK to one with high entropy

PSK is Pre-Shared Key (the correct name for what Verizon calls Wi-Fi password)

Low entropy = Less than 32 characters

High entropy = 32 to 63 random printable characters

Select WPA2-PSK Personal AES

Do NOT select WPA/WPA2 Mixed mode

Avoid MAC filtering

Do broadcast the SSID

You can get a high entropy 63 random printable character PSK from https://www.grc.com/passwords.htm Copy and Paste the key to a text file and move the key between computers with a USB stick. Copy and Paste it to the wireless applet when prompted. For more generalized information, Google how do I secure my wireless network.

[John_Getzke · Accepted solution]

All of this is a little overkill. 

I think as long as you change your WiFi password from the default provided on the back of the Jetpack that you are sufficiently protected from a hacker or unwanted guest.  True hacks are not likely going to brute force your password anyways.  Its much more feasible to find a backdoor to a device and connect without or expose the WiFi password than it is to force it down.  If you are creating a 63 random character pw then you are seriously missing out on one of the advantages of using WPA2 security in the first place.

Normal strong password criteria should be sufficient for WiFi:

http://windows.microsoft.com/en-us/windows-vista/tips-for-creating-a-strong-password

Jetpacks are also not designed to be left online 24/7.  You should be powering it on/off as needed through the day to ensure it has a fresh connection to the local towers and avoids hardware defects.  In regards to security, you cannot break into something that is powered off.