Massive Internet Usage for no good reason!

We can address your concern about your data usage, lnmkbd.

We will send you a Direct Message. Look for the chat icon in the upper right corner of the page.

Aminah, AT&T Community Specialist

Here’s my update.  My billing period ended 1/13/23 so I checked in today to see the data usage/overages.  ATT has removed the usage data from 11/14/22 going forward coinciding with my billing periods.  This does cover my entire period of unusual and suspicious overages.   My bill says it will be ready Jan.20.  Looks like something is going on in the background.  I am still following this issue!  

@dlcate08 did you have to sit on hold for CS?  Whomever said they were DMing people to get help has not been helpful, nor returned any of my messages.  I’m getting to the point where I’ve gotta find another ISP.

Everyone please be patient, we are getting some movement behind the scenes even if AT&T ChrisZ isn't contacting you directly.  I suppose once they've seen a few different accounts, there's no reason to contact everyone, they all appear to be acting the same.

Understand that AT&T is a huge bureaucracy and depts are walled off from one another so getting someone at the Community level in touch with someone many levels away in whatever dept controls the data usage isn't easy or quick.  Supervisors talk to other supervisors who get to talk with other supervisors, it's like climbing a flight of stairs.

And please don't waste your time calling or chatting "support".  They do not have any connection with goings on at AT&T that some people expect them to have.  They're script readers who deal with a handful of issues and have zero clue about anything that's not in the scripts.

@ajliss10 I did call last week and ask for a credit since it looked like we were going over again.  I didn’t talk with technical support that day, just the regular billing people.  I decided to wait until my next bill (billing cycle ends 13th)  for more definitive answers to this problem.  I am still holding out hope that this can be resolved.  

Mine was resolved by the Retention Team. I'm not sitting around while they figure out what is wrong.

@JoeRut   What did retention do, give you credits?  Has your usage returned to "normal" numbers, well, whatever they were before November?

They gave me unlimited for no additional charge. I have been an internet customer for 25+ years, it was that or  I was going to switch to Xfinity. Mine went from an average of 700gb to 2241 gb. ,not my problem, something wrong with their equipment.

Not saying this is the case, what if the problem with AT&T's equipment was that it was massively under-reporting the data used all this time?  I find it somewhat curious that right about the time this whole thing went flooey, they upped the data caps by 50%.  AT&T isn't exactly known for giving away money, eh?

If that is the case, then be honest with your customers,

explain what happened, and work out a viable solution.