I hope all is going well this morning ?
In your last post you posed several questions. Let me try to answer them:
" I already tried contacting HN the day it happened?"
You would have been asked to run a modem isolation test to determine if the Hughes modem was using data on its own.
That having been done along with Amanda's suggestion to post here in the Community suggests that Hughes has determined that the usage is by SOMETHING on your network and for a multitude of reasons can not dig deeper into your "network".
The "normal" process at this point would be to alert you to get "professional services"
Hughes has done referrals HTS (Home Technical Services), a third party paid service that for a fee or a annual subscription will remote into your system. Personally, No Thanks
Second option ..... That place that shall remain unnamed but is known to employee Geeks. No No No Thanks.
Third option: Take everything in your network to a known well respected local computer shop. Always an option of course but those types of places also vary in their skill levels and have zero understanding of just how important every tiny setting is while running on a high latency data capped service.
That leaves a fourth option and that is working with those members of the Community.
"My immediate question is... When this huge data amount occurs again, what do I do?"
Hopefully when that occurs we will have things in place to answer: Who, What, When and Where .. and then take steps to control or eliminate the culprit(s) as the situation calls for.
" I need to troubleshoot what to do when it happens again"
We need to start off with some Divide & Conquer
We need to understand a couple of changes in the landscape regarding operating systems
We need to understand some Network basics so as to reduce our "usage exposure"
We need to keep and open mind and consider all devices and all software as "guilty until proven innocent".
Of the computer: What are the Operating Systems ?
Of the computer: What Anti-Virus programs do you have installed ?
Of the computer: What Anti-Malware software do you have installed ?
Of the computer: What browser do you normally use ?
Your Router: Can you post the Brand, Model and Version so that I may download the manual for it ?
Your Plan: Can you confirm that you have the 50/50 Ultra plan ?
Your usage consists of two parts, Download and Upload. Can you post a screenshot of your usage history so that I can compare ratios of upload to download ? (and yes, that is a loaded question.)
This is pointing the cart before the horse but at the center of every Network is .... a Router. There can't be a Network without one.
Are you able too, have you given any consideration too, buying a Router that will track usage by device ID ?
The laptop that you referred too, it that the HP PC you listed or is that in addition to that machine ?
Can you/have you installed Glasswire on all computers ?
Do you feel comfortable in setting and using GlassWire ? If not or if you need some tips see all of my responses to Yorkytown in this topic:
I mentioned at the beginning we need to institute Divide & Conquer and that means that at the start we need to remove your router from the equation for a short period of time.
I know that that is a painful disruption and it want you to understand why this is needed.
It won't last long but it is essential.
A router really complicates finding data leaks because it opens up soooo many potential connection avenues.
Lets look a block diagram of a router to help visualize these avenues:
The first area has to do with the "internals" of the Router itself:
Its "access" security settings
Its enabled "features"
The point is the Router itself can use data ... without you being aware.
The second area is related to the Routers wired LAN ports and multiplied by the number of wired devices connected.
The third area is the Routers wireless connection channels and settings.
In the whole, having a Router connected at the start really complicates things to no end.
Therefore it is essential that it be disconnected at the beginning of our troubleshooting. It will, be reintroduced soon and its functions re-enabled in stages as we go through each of its functional areas.
Our first step is to directly connect a single computer that has GlassWire installed and see what programs and processes are connecting and using data.
I as a fellow subscriber I can't address in any way the treatment you received from phone support. There are various support tiers of course.
I can only say that my only contact with phone support was not very satisfactory but in the end was satisfactorily settled by ECC.
At that point I vowed to learn as much about my system as I could so as to be less dependent them for support.
We each are the product of our own education and life experiences. I have been a Hughes subscriber for just over 12 years. I build and repair computers and at age 68 have been a lifelong electronics hobbyist.
From the looks of things you are having an issue outside of the Hughes service/support environment.
Looking forward to your next reply.
Good luck over the next few days. I hope everything turns out well. I know that having an auto immune disease can be a real challenge and the people around you can sometimes be the best treatment. I hope your family and friends do that for you.
The points you made are well taken however the problem is this:
What business is Hughes in ?
If they were in the business of computer repair/support your suggestion would make perfect sense.
They are however an ISP and that dictates that they look to see that service is being supplied at nominal service levels and is available to the user at the Modems LAN port. In regards to data usage it then becomes a question of "is it (the cause) rooted in the "Hughes Loop" of Modem>ODU>Satellite>Gateway or is it something on the subscribers end ?
Remote diagnostics are ran to look at all Hughes related parameters including poor aim or failing TRIA to rule out wasted data due to re-transmission errors.
The Modem logs are scrutinized for firmware update/fallback loops among other things.
At some point all the Hughes "loop" equipment is either repaired/replaced if found to be an issue.
Beyond that we have to conclude that the usage is being consumed by something on the subscribers network.
Hughes can only provide token support and direction here. Hughes cannot provide detailed "Networking" education to every customer. Hughes can not provide detailed support for every model and version of every computer ever built ... HP, Acer, Sony and home built each with an endless mix of software published by how many software developers ?
Hughes is an ISP, not a computer and network repair organization.
There has to be limits to the scope of their responsibility.