Ok gonna try this before I run out of data for the morning. We manage our data as closely as we can. If one of us is up in the wee hours of the morning we download updates to whatever we have that needs updating. It should work nicely. We have already done most of the things you list in your post and they did help. We did have some help from a moderator on the facebook page when we purchased a new computer and it was taking all of the data in minutes. She was wonderful but no longer there. Here is what happens. Whenever Doug wakes at 3 or 4 am he gets on the computer and watches videos, updates the computer etc. Because it is the "bonus time". You really should teach the people who answer the phone about bonus time. I have had at least 3 say it does not exist. Well in our case maybe it doesn't. Before switching to Gen 4 it worked perfectly and we had no complaints. (yes I know your computer says we are Gen 3. It is wrong.) Since switching to Gen 4 it is hit and miss. Sometimes we can get the downloads done without loss and other times it will take 50% of our data to do so during the so called "bonus time". Your post states that bonus time runs until 8 am. We are in Mountain time and it stops at 7 am. Back in February we came home from a month away. And we started having issues. I got on the phone with your people and was told it was my equipment. Then he told me the data was used up from 5 to 6 am (bonus time). I tried to explain in then not sure he ever got it. He wanted to do a phantom loss check and was told to call back in a few days. Which I did and no one knew why I was calling.. good grief. But our data appeared to be working properly so I let it go. Monday (5/01/17) morning at 0700 we had 100% data at 0702 we had 50%. So I called again. I don't mind that I have to talk to someone from another country most of the time. But they don't even understand the time zones, bonus times etc. She wanted to do a data loss check for an hour and we did. She stated you still have your 50%. She tried to explain to me that when it says 100% that is double my daily allowance, 50% is actually my daily allowance. I agreed that we don't just lose data most of the time when it is shut off, but I disagree with 50% on the meter being my daily allowance. After almost 2 hours on the phone working with her. I called the other number to someone in the states (I assume). She was quite nice and wanted to do basically the same as we had done before. I again explained that we do not lose data when it is shut down we lose it in the bonus time. She was confused but said "well let me add some data for you and you can monitor it and let us know if this problem continues." I was frustrated so I said fine. We had the whole system unplugged the whole day. The around 5 or 6 pm we turned it on expecting to at the very least have the 50% we had when we shut it off. Nope we had 0. We were and still are a little more than irritated and looking at other services. Not because the service itself is bad but because the customer service is frustrating to say the least. I am made to feel as if I know nothing about this when we have had this service for many many years. I know the usage, I know the perameters, I know how I use it. I am not trying to steal data I just am confused about the data charged against me during the bonus time. Sorry have a nice day.
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