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ajliss10
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New Member

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17 Messages

Monday, December 19th, 2022 1:20 AM

Massive Internet Usage for no good reason!

Hello,

I have seen other posts with not much info or help from AT&T, but maybe I missed something.  I have seen an incredible increase in my home internet usage with no real or apparent reason why?!  Maybe I have a tab or two open on my phone, but it is just me and my boy.  My boy is a dog, so unless Gary has learned to shop on Chewy I cannot explain why this has happened and caused my plan to exceed it's limit?!

Please help! THank you!

ATTHelp

Community Support

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215.3K Messages

6 months ago

Hi there, ajliss10. We understand that you have had a recent spike in your internet usage. Let's look at this together.

 

First, let's look at your internet usage online. Using the myATT app, please follow these steps.

  1. Log into the myATT app.
  2. Go to the Internet Tab and click on the (+) plus sign.
  3. Scroll down and go to My Usage and click on the My Usage link. You will see your exact Internet Usage right there.

If you are unable to explain the usage data there, let's move over to the website, which will give a better explaination. Please follow these steps:

  1. Go to AT&T.
  2. Enter in your log-in information and password.
  3. Click on Sign-in.
  4. Go the My Internet tile.
  5. Click on the (+) plus symbol to expand it.
  6. Find the My Usage tile below and click on See all my usage.
  7. The next page will load with your Recent Usage with dates.
  8. Scroll to the bottom and Click on the Reports icon
  9. Change the report type to Internet use
  10. Click on Update Report.

You should be able to explain the internet usage spike by the dates.

 

If there is anything else that you need, please let us know.

 

Matthew, AT&T Community Specialist

 

 

tonydi

ACE - Guru

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9.9K Messages

6 months ago

🤦‍♂️  Even Gary understands that what ATTHelp Matthew suggested doesn't answer the question; it tells his parent something they already know.

@ajliss10   There's no way to get a handle on which device on your network is using up all that data, at least not with the standard AT&T equipment.

What's your normal data usage amount?  How much is the spiked amount?

gr8sho

ACE - Professor

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4.2K Messages

6 months ago

Is this for broadband or wireless/cellphone usage, @ajliss10 ?

ajliss10

New Member

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17 Messages

6 months ago

So, I am not sure where it is coming from as you said my standard equipment can't.  I have two TVs, 1 cell, a tablet, and I work from home.  Have so for years so that hasn't changed.  @tonydi since I am a data analyst by trade, I just downloaded and created usage over the last several months.  Something happened around 11/22 and has been consistently been high as you see.

ajliss10

New Member

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17 Messages

6 months ago

@ATTHelp this was what you suggested I do (see graph).  I would like some sort of answer please.  And chances of me accepting "you just use too much data and need to upgrade" are very slim.  This plan has been MORE than enough for many months.  

ATTHelp

Community Support

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215.3K Messages

6 months ago

Let's help prevent the excessive data usage, ajliss10! 

 

Thanks, @tonydi and @gr8sho for your input. 

 

You can check our Smart Home Manager app to see if there are any unknown devices connected that are using up the data.

 

Like @gr8sho asked, please let us know what service you have with us, as this will give us a better understanding of what's causing this, and how to resolve it. 

 

Raiden, AT&T Community Specialist 

ajliss10

New Member

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17 Messages

6 months ago

@ATTHelp i have the Internet 50/10 plan, but I would hope you knew that.  I’ve checked the device manager and there is nothing connected that shouldn’t be. Again, scratching my head over here. I know I’ve password protected my network and none of my neighbors use it.  

tonydi

ACE - Guru

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9.9K Messages

6 months ago

Not sure how ATTHelp would know anything about your account unless there's a DM session I can't see.

It doesn't sound like you added any new devices.  Do you stream with the TV's/phone/tablet?  I've seen reports that some services continue to stream if you don't actually exit the app when you're done. 

So I presume this is real usage, like, you're getting billed or using up your data cap, right?  We've seen Smart Home Manager report bizarre usage from non-existent devices but AT&T doesn't actually see that usage.

ajliss10

New Member

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17 Messages

6 months ago

@tonydi because they’re ATT Help and presumably have access to folks plans.  This is the most bizarre thing ever in that I can’t even get customer service to answer me!

yes, this is because I blew thru my usage cap. 
yes, I do stream and try to exit each app when switching services. Plus, I’ve had the same plan in place for over a year with no recent changes in my use there.

I'll. try to get some answers, otherwise I’m  done with ATT.  Customer service is a thing of the past apparently these days!

ATTHelp

Community Support

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215.3K Messages

6 months ago

We can look into your high data usage concerns together ajliss10. We understand you want to understand the sudden change in your data usage.

 

We appreciate your contribution tonydi and gr8sho.

 

In order for us to further investigate your sudden high data usage, we'll need to meet you in a DM and gather some information to take a closer look for you. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).

 

We look forward to hearing from you. 

 

Olajide, AT&T Community Specialist
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