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Where has my data allowance gone?


Re: Where has my data allowance gone?

Good morning Jay,

Thank you for your post, we want to address your concerns. Please post a case number or the serial number located on the bottom of your modem so we may look up your account. 

Please follow these initial troubleshooting steps and post back with the requested screenshots:

Keep in mind there are countless factors that can use your data, since you mentioned you use Norton 360, please pay close attention to the point about automatic updates:

- more devices are capable of connecting to the internet: phones, tablets, gaming consoles, SmartTVs, and even refrigerators can connect wirelessly to the internet. Keep track of what devices you leave running on Wi-Fi.

- automatic-updates: your computer and any other programs you use will often keep working in the background, even if you're not actively using that program, in order to keep your system/program up-to-date. Anti-virus programs will periodically use your internet connection to check back with their malware database for any updates. You should have an option to turn off auto-updates and/or schedule them for a later time.

- multimedia content: Netflix, Hulu, YouTube, Facebook, Tumblr, Instagram, news sites, and other websites will contain videos, animated gifs, and sound clips that may start playing as soon as you land on the site. So much content, so easily available almost everywhere on the internet. For starters, try disabling auto-play video on Facebook:
or adjusting your Netflix playback quality to SD:

- more data sources can be found here, as posted by a fellow community member:

To help you monitor your data usage and other performance metrics, we’ve gathered resources for you here, which also includes community

The most important tool to download is the Status Meter, available in the Customer Support Center, so download that if you haven’t already:

Your cooperation and patience are greatly appreciated. We look forward to hearing back from you.



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Re: Where has my data allowance gone?

Hi Euni,

We've responded to your original post here, give it a look and let's get started fixing this with you:

Thank you