Unexplained High Data Usage ALL OF A SUDDEN

[Chris11]

Hi wbdavis,

I did read your previous response. My sentence should have been, "Are you familiar enough with glasswire and how to read the data you see?" If you are and all applications, background processes, and their upload/download amounts are normal than that is one thing. However if you need some more direction on what and how things are tracked we can go over them. 

This is ultimately a process of elimination. Just like the smart TV being one thing that could have gone unnoticed there could be more. GabeU's suggestion is a good way to approach this. Have only one device connected(computer maybe?) and use the internet normally. See if usage is back to normal while checking glasswire for anything out of the ordinary. Then add a device until you find something that seems to be draining usage at a fast rate. 

Our support center has already done the LAN cable test to determine that on our end everything checks out. However we cannot be in your house to determine what could be causing any unidentified data use. At the moment when trying to connect locally to your modem, I got an error. I was going to check some logs to hopefully provide some more insight on where to look. I will try again soon. I also see that your current plan is our Gen 3 HughesNet basic. It only affords you 250 MB refill a day, with a threshold of 500 MB. You could also just need more data in general. Have you been offered an upgrade?

- Chris

[markniwot]

I have seen this problem for over two years now, and have a 30 year background in electronics, circuit design, RF, software, and computers - so have quite a bit of understanding about what I have seen, even if Hughes's tools will NOT isolate the problem.  It took me literally MONTHS to get to a Hughes engineer with sufficient expertise ("Tier 3") even to understand, and finally ADMIT, the problem.

It is NOT fixed!

In short -- it is this:

Do you have a Motorola HN9000 modem???

(I've been through 3 by now - ALL of them have the problem.)

It is a firmware bug (built-in software) in the HN9000 modem, or data usage handshaking.  It will occasionally bill for data usage that is not only NOT being consumed by the customer, but it fact is simply IMPOSSIBLE for the slow satellite downlink even to support if it was operating at a good speed!

If you see a dramatic decrease in system performance, CHECK THE USAGE!  You may catch it "in the act."  I suspect, but cannot prove (their tests are woefully inadequate) that it is BILLING the customer for packet loss and retries, or some other "housekeeping" that doesn't represent "real data used [downloaded]."

Hughes refuses to let me talk to Tier 3 support without jumping through worthless hoops that I've been through more times now than I care to count.  "Bring me the broomstick of the Wicked Witch of the West!"  is a good description of the attitude I get every time I see this crop up -- again, and AGAIN.

Let 'em know it TAKES AN EFFORT on their part to fix!

[wbdavis]

Have I been offered an upgrade? Seriously? This is the WORST service I have ever had. Dial-up was/is slow, but at least it WORKED. WHY would I pay more for this nightmare?
Today, I left my laptop connected to the wifi. At about 1pm I still had 97% of my data available. It's now 2:30pm and its GONE. During that time I wasn't even using the computer. I wasn't even home so my cellphone wasnt there either.
Also, my friends have began informing just today that they can't send an email to my Hughesnet account. They have been getting messages bounced back indicating my email has a permanent failure. They HAVE the correct address.
Just what the hell is going on here?!

[Chris11]

Hello Mark,

Thanks for posting. If you have something that you would like addressed pertaining to your service, feel free to create your own post. Not every situation is the same, and we've already consulted with our top tier engineers on this case. If you would also like your site looked into you are in the right place. 

Thank you,
Chris

[wbdavis]

By the way... I typed this on my telephone after disconnecting it from the wifi and using the data from my PHONE company while I'm paying YOU a freakin outrageous fee for Internet service that doesn't even work.

[Chris11]

Hi wbdavis,

I've laid out much information for you to go over. Yes I asked if you were offered one because what you are experiencing could just simply be a need for more data allowance at your disposal. If you left the laptop on the WiFi and were not home, how do you know it did not use data? Have you checked glasswire? Was it the only device connected when you were gone? I'm trying to work with you to find the culprit. We have already double checked on our end. 

As for your email. I'll look into it and get back to you.

Thank you,
Chris

[wbdavis]

Chris, I find it interesting, and not in a hood way, that you don't let this discussion board BE a discussion board.

[wbdavis]

Of.course I checked Glasswire. Apparently you are assuming I'm am idiot, which really irritates me. However, I can admit that I don't know everything there is to know about the Glasswire program. Perhaps you can explain to me what I "should" see if my data is being used. I look at the usage tab and don't see anything out of the ordinary. What do YOU think? I'm running Windows 10. My phone's are Motorola, and my printer is from HP. Those are the only four things connected to the wifi and one phone wasn't even here today.

[Chris11]

A discussion is completely fine. That being a customers first post usually means they need help. I'm only suggesting the best way to get that done. All feedback is welcome. 

[Chris11]

Hi wbdavis,

I would not assume that. I assume you are a concerned customer and I'd like to resolve this the best I can. Only way I can do that is if you work with me and try a few of the things I and some community members have mentioned. Many people have had their issues resolved this way. I wish I could be sitting in your home, if invited :-) to look over everything for you. Unfortunately that is not plausible.

If you don't mind posting a screenshot of the different usage pages on glasswire, I can pinpoint potential problem areas to pay attention to. Hope to hear from you soon.

Thanks,
Chris