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Daily totals from usage graph do not match service plan data graph

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Moderator
Moderator

Re: Daily totals from usage graph do not match service plan data graph

Hi jennga,

 

Thanks for checking in! I just got off a call with our devs who are behind these graphs and they are still investigating this. They have a more narrow focus now and should have something for us tomorrow. I'll keep you posted on what I find out!

 

-Liz

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Moderator
Moderator

Re: Daily totals from usage graph do not match service plan data graph

Hi jennga,

 

Thank you again for your patience while this is being investigated. Our engineers are going to work on resolving this discrepancy in the total usage sums between the historical and donut graphs. I don't have an ETA on when this will be addressed, so in the meantime, I suggest relying on the donut graph, and for more detailed tracking, you could also try what Gabe mentioned, GlassWire.

 

Your post has mobilized a lot of folks over here to address this, so thank you for bringing this to our attention so we can make these tools work for you!

 

Thanks,

Liz

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

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Freshman

Re: Daily totals from usage graph do not match service plan data graph

Hi Liz-

Appreciate the reply.  I have been monitoring using Glasswire, still think the cumulative is high based on what I see with the usage.  The only thing we have connected to the network are our computers.  Phones are not connected, we are not big streamers, and if we do we stream through our phone data plan not internet connection.

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Distinguished Professor II

Re: Daily totals from usage graph do not match service plan data graph

Have you installed Glassware on all your computers?  Glassware only measures what's used by the device it's installed on.

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Distinguished Professor IV

Re: Daily totals from usage graph do not match service plan data graph

@jennga 

 

Make sure to set your Glasswire options to "Incoming & Outgoing" and "External".  The former so it tallies both download and upload and the latter so it tallies only the data going through the network adapter (External (i.e. HughesNet)) rather than including data that's being transferred back and forth internally (Local).  

 

Screenshot (103).png


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
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Freshman

Re: Daily totals from usage graph do not match service plan data graph

So far between the 2 computers looks like our usage is 1.1-1.4G on a weekday and less than 157MB on the weekends. 

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Distinguished Professor IV

Re: Daily totals from usage graph do not match service plan data graph

@jennga 

 

Just in case, and for the sake of redundancy, on this modem page you can see all currently connected devices, as well as those that were connected, but are no longer (Currently Disconnected Devices).  The disconnected device list is only since the last time the modem was plugged in, as the logs are cleared when the modem loses power.  The page shows both WiFi and LAN cable connected devices.  

 

This info can help if there is or was a device connected that, for whatever reason, has been overlooked or forgotten about.


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
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New Poster

Re: Daily totals from usage graph do not match service plan data graph

I am seeing the same miss-match between plan usage, and the daily total of upload and download.

The miss match started on 19 Aug 2020, and has persisted since then.

I called the contact phone line (866-347-3292) on 9 Sept. and reviewed the daily upload and download data from 21 Aug to 8 Sept, and the values reported to me over the phone matched the daily usage values from the upper right corner of the graph, but not the plan usage from the graph.

I called again on 21 Sept, and received a revised set of daily usage numbers that were different than the ones reported for 21 Aug to 8 Sept, but still do not match the plan usage.

The numbers through today still do not match. The plan usage is running down about 2X as fast as the daily upload and download values indicate.

Since these numbers do not match, I am wondering which to believe, and if either or neither of the plan usage or the daily upload and download values are accurate.

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Distinguished Professor II

Re: Daily totals from usage graph do not match service plan data graph

To get help for your issue you will need to start your own ticket. Go to https://community.hughesnet.com/t5/myAccount-and-Billing/bd-p/AccountandBilling and click "Start a topic." You can copy what you posted here and paste it there.  If you don't wish to do that, you will need to continue working with the phone reps.  

 

Woodbear wrote:

I am seeing the same miss-match between plan usage, and the daily total of upload and download.

The miss match started on 19 Aug 2020, and has persisted since then.

I called the contact phone line (866-347-3292) on 9 Sept. and reviewed the daily upload and download data from 21 Aug to 8 Sept, and the values reported to me over the phone matched the daily usage values from the upper right corner of the graph, but not the plan usage from the graph.

I called again on 21 Sept, and received a revised set of daily usage numbers that were different than the ones reported for 21 Aug to 8 Sept, but still do not match the plan usage.

The numbers through today still do not match. The plan usage is running down about 2X as fast as the daily upload and download values indicate.

Since these numbers do not match, I am wondering which to believe, and if either or neither of the plan usage or the daily upload and download values are accurate.


 

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Distinguished Professor IV

Re: Daily totals from usage graph do not match service plan data graph

@Woodbear 

 

While you should still start your own topic, as maratsade instructed, as your issue may be different and/or have a different cause, for the issue being discussed in this thread one should continue to rely on the total, as the problem, or at least from what I've been able to see, appears to be with the hourly usage reporting for the usage graph daily breakdown.


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro