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Troubleshoot your device issues
Iamhondo's profile

Tutor

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15 Messages

Monday, February 26th, 2018 7:22 PM

Why is the Netgear AirCard 781S showing incorrect data usage?

I've been using the device for many years. And after my data plan renews itself, the device is updated with current usage and data limits. But although my renewal date was 2/23, the device is still showing numbers from the Jan-February range. This also shows up in the web app for managing the device. The device also reports that there are "0 days left", even though I'm on the third day of my new month.

 

When I check my data usage and limits via *3283#, AT&T reports numbers that make sense for my new month.

 

The device has the latest firmware, and I've rebooted it multiple times.

 

Joe

Community Support

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232.8K Messages

6 years ago

Hello and good afternoon @Iamhondo.


Thank you for joining the Community Forums.  It is unusual about the AirCard displaying data information which is not corresponding with current use.  To check billed and unbilled usage, we recommend track usage online or from your myAT&T app. 


I appreciate taking the preemptive troubleshooting steps to correct it.  You may perform a master reset your device, which may correct the issues you are having with usage on your device.  This will return it back to factory settings, including erasing all personal data, preferences, and settings.


Let us know if this helped you out.  I wish you the best, and have a great day!


Richard, AT&T Community Specialist

Tutor

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15 Messages

6 years ago

Richard,

 

Thanks for the reply. The master reset seems like a severe tactic. After all, the hotspot is getting updates to usage values (even if they're incorrectly calibrated). I feel like the server that supplies the usage data to the hotspot is the source of the issue.

 

But I'll give it a try.

 

Joe

Community Support

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232.8K Messages

6 years ago

Good morning @Iamhondo.


You are welcome!  Let us know if this corrects the usage details on hotspot device.


Have a great start to your weekend, and thanks for being a part of the Community Forums!


Richard, AT&T Community Specialist

Tutor

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15 Messages

6 years ago

Richard,
 
I executed the Reset to Factory on my device. It still shows the incorrect monthly quota number and reports "0 days left". So the factory reset was 100% non-productive in improving the incorrect usage data.
 
At present, MyATT reports reasonable numbers for my usage, quota and days remaining. The *3283# sequence on my phone gives me a text message that agrees with MyATT. But my device screen, the iOS app screen and web app all report less usage, incorrect quota and 0 days left in the period. Under normal circumstances, all five of these usage/quota/remaining-days reports are extremely close to one another. Only after my account reset on 2/24 did they diverge.
 
As far as I can tell, the device gets the quota, usage and remaining count of days from an AT&T server. The device can't know my quota on its own, and it can't determine my usage on other devices (eg, phone and tablets) by itself. It needs server data for my account details and usage.
 
So, somewhere between the device and the correct information, there's a failure. The hotspot doesn't report any errors. And it's clearly getting SOMETHING from the server. But the data is wrong.
 
So I'm still looking for some response that will get my device, and apps to report the correct, consistent information about my account.
 
At square 1,
Joe

Contributor

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1 Message

6 years ago

I have the same device and have been having the same problem since February.  The phone reports the proper usage, but the hotspot reports cumulative usage data from January through today (reporting that we have used 54GB this month, when we have only used 1 GB and the month just started the other day) and that the last data for other devices (phones, etc) is from Jan 29.  It looks like the last time the hotspot got data from AT&T was January 29.  Any ideas would be appreciated.  Sounds like a communication to the mothership problem to me.

Tutor

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15 Messages

6 years ago

It's good to know at least one other person has the issue. If others also have this bad data reporting problem on the Unite Pro (Netgear 781S), feel free to add a message with "also-me".

 

As of now, my router (and router dependent apps) are reporting that I've used 13 gb more of my data than the AT&T website and *DATA#. And I've confirmed I have the latest router firmware from 2016.

 

I've waited long enough to see if this bizarre issue would fix itself. It's been about 8 weeks. It's time to contact support directly.

 

Joe

Tutor

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15 Messages

6 years ago

Update:

 

I spent a lot of time on the phone with AT&T _before_ I finally was transferred to a person who knew anything about hotspots. She mentioned there were other calls about this issue. So it's not an individual or unique circumstance. She also agreed that the problem is a disagreement between the AT&T servers and the Netgear hotspot about how to interpret account information like data usage, data quota, and period.

 

Meanwhile, my hotspot has shown event more exotic numbers: 715 gb used out of 45 gb. Then back to 1.29 gb out of 45 gb. Neither is the right answer according to AT&T (and the quota is wrong). Of course, the "days remaining" has stayed steady a 0 since February 24th.

 

I'm looking at other options to get someone's attention to the problem.

 

Joe

Tutor

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15 Messages

6 years ago

Here's my closing message on this situation of incorrect data statistics -- usage, quota, days left -- being shown on my Unite Pro, its iOS app and its web app.

 

AT&T support wasn't much help. I used other resources to find that AT&T is limiting themselves from providing the Unite Pro (Netgear 781S) devices with accurate information. The "Why?" behind that is more murky. It could be a security "enhancement" or a marketing tactic to boost sales of newer devices or a support decision to shut down any enhancements to the Unite Pro software (firmware, apps). But it seems like a done deal from what I can tell. So the underlying purpose is not relevant to me.

 

I was already looking for a newer product with better support for things like ethernet access, and better operational control. So bought a replacement. I've already set my Unite Pro and Netgear DC113A aside and I'll be selling them. My new device seems to be fitting in very well with my existing network and ISP.

 

Good luck to anyone with a Unite Pro.

Contributor

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1 Message

6 years ago

I have had the same problem since last February.  I have contacted tech support but the problem still exists.  Factory reset does not help, the problem is coming from the AT&T servers.  My only hope is that AT&T Mobility will either fix the problem or offer me a replacement mobile hotspot...

 

Contributor

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1 Message

6 years ago

Same problem here. We show 1370 GB used and 0 days left since January. Data used just keeps adding up and won't reset at the new billing cycle.

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