yeoswee
Level 3: Gumshoe

Bigpond usage metering is faulty

I have a 100Gbyte Bigpond cable internet account. I rarely use more than 20 Gbytes a month. The service was working well for over a year. All of the sudden, the usage meter record over 80GBytes of usage in 3 days. My wireless router has WPA2-PSK (AES) with a long password. Network access on the router only shows my computers. My computers' network monitoring software shows less than 100Mbytes of usage a day. Virus scanners are clean. There aren't 80+GBytes of files sitting on my hard disk.

 

I have phone Telstra tech support many times and even though they promise to get back to me nothing has happened. I am paying for cable service but getting 256kbps.

 

As anyone had similar experience. Any suggestions before I consider moving to TPG unlimited broadband?

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
31 REPLIES 31
Tron
Level 9: Captain

Re: Bigpond usage metering is faulty

it includes uploads and downloads. check to see if your using any file sharing programs where users can upload from you,  

 

maybe a virus downloading or uploading.

 

i'd also recommend a good virus scan maybe uninstall the virus scanning software, and reinstall a clean version, just to ensure the software itself isn't infected.

 

there is the possibility the usage metre could be faulty, but you would have to contact bigpond and get them to check, on 13pond

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
I am both a Telstra Customer and a Telstra Employee.
Some of my views may not represent Telstra and are my personal opinion only. I also participate in my own time.
yeoswee
Level 3: Gumshoe

Re: Bigpond usage metering is faulty

HI, The 80+ GByte is all download according to the Telstra Bigpond usage page. Only 600 MBytes upload in those 3 days.  There are no viruses on the computers (first thing I checked) and the internet usage monitor on my main computer says that there is only limited download eg 104MBytes last night.

yeoswee
Level 3: Gumshoe

Re: Bigpond usage metering is faulty

PS: No Bittorrent or any other file sharing. I use NetLimiter to track usage of each program on the computer - all ok.
Tron
Level 9: Captain

Re: Bigpond usage metering is faulty

i'd take screen shots, of the devices usuage, and the apparent usage recorded on the usage metre, and possibly bring it up, if you have evidence supporting a fault, then I see it only fair, to contact the bigpond technical support faults team, and discuss this.  If you can take the pc, into a shop with technical staff, they can help you discuss the problems/issues with bigpond.  but it's best for everyone if you bring in something  solid to help come to a reasonable honest answer.  

 

sorry it's been such a FRUSTRATION FOR YOU.  If it's a fault, it's best to deal with it now, even though it may take time out of a day, but it sounds like you need to get them to calculate all the data they have on your downloads, and see if the amount they come too, is the same as whats on your usuage meter.

 

I hope you get it sorted, cos you've done all the troubleshooting from your end, that is really relevant. 

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
I am both a Telstra Customer and a Telstra Employee.
Some of my views may not represent Telstra and are my personal opinion only. I also participate in my own time.
yeoswee
Level 3: Gumshoe

Re: Bigpond usage metering is faulty

I did offer to take screen shots and email it to the telstra person that I spoke to. She wasn't interested. She implied that I was using up the bandwidth. I should have taken down her name and reported her to telstra. The other tech guys kept saying that they will do tests and get back to me with 24 to 36 hours but have not done so.

 

I am a senior tech person doing 3rd level support for work. The guy who runs the shop that sold me my computer is a good mate of mine. He used to work for me. My computers are clean. Other than an anti-virus, I have 4 other software monitoring my computer.

 

How do I get Telstra to do more than lip service? My cable modem log reports sync floods and port scans recently. I wonder if Telstra is counting that as downloads.

 

I know a number of people who had problems with bad usage monitoring. One of my collegue said that she gave up on Telstra as they did nothing for her and charged her usage even when her modem is disconnected. In the end, she left for another internet provider as she wasn't a tech person who could argue with Telstra.

 

I was previously with Optus Cable for 10+ years and did not have any usage issues in the 10+ years.

Ben_F
Community Alumni (Retired)

Re: Bigpond usage metering is faulty

Denial of service attempts, packet floods and port scans do count towards your download AFAIK, because the data is being sent to your IP address. That's the simple explanation.

I'm sorry if I sound really rude, but I've had enough people while working in tech support say that they are an IT expert. It's these customers that usually say they have tried everything, but missed the most basic of steps. Where possible, can we test a single computer in isolation via Ethernet, with wireless turned off, to see if this is the issue before calling it a metering fault. Metering software is checked and double checked by some of our finest people, and I've never found an example I couldn't explain. <\p>

----------------------------


New Users - Click Here!

Tron
Level 9: Captain

Re: Bigpond usage metering is faulty



Cos i'm not a representative OFFICIALLY on this web site, I dont really know how much i'm allowed to assist without crossing boundary's etc.

..

If you were in sydney I'd say book an appointment at our tech bar, i'd be happy to look into it, and work out with you whats going on.  because if you have grievences, we can work to find out where the issue is coming from.  

 

now i must stress, the issue is not yet determined as to who or what is the fault, the aim, is to come to an understand, all the evidence on both sides and possibly things we both haven't even thought of that can be causing it.  

 

but yeah

 

I don't know what else to say

 

If your from sydney abook a tech all I can offer is to book an appointment in

sydney cbd Icon store.

 

I'd also request bringing your modem so we can check settings for best service

 

If your not from sydney i'm not sure where could help you, because alot of tech bars vary in service

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
I am both a Telstra Customer and a Telstra Employee.
Some of my views may not represent Telstra and are my personal opinion only. I also participate in my own time.
yeoswee
Level 3: Gumshoe

Re: Bigpond usage metering is faulty

Hi,

 

I am in Sydney. How do I book a time to show you my cable modem (ie Netgear CGD24N-2BPAU)? Do you want me to bring in my computer too?

 

I can provide a GotoMeeting session so that you can view my computer and modem.

 

My Netgear is set with WPA2-PSK[AES] and the password has alphabets, numbers and symbols. My Admin and Superuser passwords have been changed. I have set up AllowList for MAC Addresses for all my devices.

 

Shouldn't Telstra have Intrusion Detection/Protection Systems to detect and block excessive port scans and Sync flood from targeting Telstra's IP addresses? Otherwise charging me for the downloads is unfair as I did not initiate the download. My guess is that this is what is happening.

 

BTW, thanks for the intelligent responses. It is better than what I got on the phone.

 

Cheers

Ben_F
Community Alumni (Retired)

Re: Bigpond usage metering is faulty

Tech Bar Appointments can be booked at https://telstra.com.au/telstra-store/tech-bar/booking.cfm?lId=0

 

You will need to confirm with Tron which store they work at. As for charging for downloads, your paying for a residential grade service, not a service that is designed to stop DDOS and other things. The information I am using around charging comes from my dealings with how another ISP meters data and where the metering is placed. I can assume that we do it the same way, but it is a guess.

 

B.

----------------------------


New Users - Click Here!

yeoswee
Level 3: Gumshoe

Re: Bigpond usage metering is faulty

Tron, Which Telstra shall I book with?

 

Ben, Yes, I am aware that I am paying for a residential grade service. But should I be paying for the deficiencies of Telstra. I was with Optus Cable for the previous 10 years and not once did I have an issue with being overcharged for my usage.

 

Cheers

TheL
Telstra (Retired)
Telstra (Retired)

Re: Bigpond usage metering is faulty


@yeoswee wrote:

Tron, Which Telstra shall I book with?

 

Ben, Yes, I am aware that I am paying for a residential grade service. But should I be paying for the deficiencies of Telstra. I was with Optus Cable for the previous 10 years and not once did I have an issue with being overcharged for my usage.

 

Cheers


Hi yeoswee,

As Ben F mentioned in his previous post, you can make a Tech Bar appointment via the link below: 

 

https://www.telstra.com.au/telstra-store/tech-bar/index.cfm

 

Simply select the store nearest or most convenient to you. 

 

Regards,

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Ben_F
Community Alumni (Retired)

Re: Bigpond usage metering is faulty

If the data is being sent to your IP, you pay for it..... That's not overcharging, that's charging for use of the network.

----------------------------


New Users - Click Here!

yeoswee
Level 3: Gumshoe

Re: Bigpond usage metering is faulty

Ben - you and I know that anything outside the modem is beyond the user's control. How can something that is sent to me be my responsibility.

 

If a mysterious person sends you lots of parcels on cod, are you expected to pay for it? Australia Post has a way for you to reject these cod parcels.  If someone in the world where there are no upload or download limits sends lots of synch flood or port scans to your telstra IP address, are you expected to pay for it. Are you telling everyone in the world that Telstra leaves their home customers open to denial of service attacks?

 

Your logic about the fact that Telstra's billing is accurate escapes me. I should be charged for what I used and not what is sent to me without my knowledge. Would you like to be charged for things I sent you without your knowledge? I think not.

Tyrone
Level 9: Captain

Re: Bigpond usage metering is faulty

Hi yeoswee,

 

I can understand your frustration with this, the usage meter is set up to record usage ,it  is not set to identify the difference between data you used and requested and that which you didn't request , it cant even distinguish if it is caused by a virus .It is just a pure gauge of usage.

 

If you think that this is part of an attack then you will need to lodge an investigation with our technical support team, you can contact them on 133933, they are open 24x7 to assist you.

 

If it is proven that the usage is not caused by you, then we can take things from there. But this first step needs to be taken.

-Tyrone

Always look on the bright side of life Smiley Happy and remember, kudos it!
yeoswee
Level 3: Gumshoe

Re: Bigpond usage metering is faulty

Hi Tyrone,

 

I have contacted Technical Support on numerous occasions. They have escalated my calls to higher levels. So far only 1 of them called me back. He promised to get back to me within "24 to 36 hours". That was last Thursday ie 5 days ago. He has not called back. In my last call, I was told that my issue was escalated to 2nd level and they and unable to assist further.

 

So far I have lost 10 days of usage about of 31 days for this month. As you can appreciate, this is rather frustrating.

 

Best Regards

Ben_F
Community Alumni (Retired)

Re: Bigpond usage metering is faulty


@yeoswee wrote:

Ben - you and I know that anything outside the modem is beyond the user's control. How can something that is sent to me be my responsibility.

 

If a mysterious person sends you lots of parcels on cod, are you expected to pay for it? Australia Post has a way for you to reject these cod parcels.  If someone in the world where there are no upload or download limits sends lots of synch flood or port scans to your telstra IP address, are you expected to pay for it. Are you telling everyone in the world that Telstra leaves their home customers open to denial of service attacks?

 

Your logic about the fact that Telstra's billing is accurate escapes me. I should be charged for what I used and not what is sent to me without my knowledge. Would you like to be charged for things I sent you without your knowledge? I think not.


Tyronne is correct. Our usage meter tracks usage to and from your IP address. We can't determine if its a virus, if its legitimate usage, or what it is. For your privacy, we can't even monitor where these are coming from.

 

I never said that Telstra "left its customers open to a denial of service attack" I merely said that you were paying for a product which does not come with specific protection against Denial of Service Attacks. As in, we aren't obligated to supply DOS protection.

 

I want to stress one thing: The information that I am providing is based on my experience working with Network Admins for another ISP. I'm simply translating this across and making an assumption that its the same here.

----------------------------


New Users - Click Here!

yeoswee
Level 3: Gumshoe

Re: Bigpond usage metering is faulty

Ben - It does not appear that you can assist me.

Incidentally, Telstra has a complete record of all mobile calls so clearly the privacy act has not stopped them from recording such information. Secondly, you must have heard of intrusion prevention systems with deep packet inspection. Many companies such as Cisco have them. Their system speaks directly with their parent companies eg Cisco. There is no privacy issues involved as the equipment inspected the packets and determine their validity.

Telstra has been a bit of disappointment to me in the last fortnight. I spoke well of it for over a year and recommended to my friends and colleagues. But you are saying that I am not protected, and Telstra is not obligated to protect me, and that my 100GByte of bandwidth can be used up without my knowledge.

As I kept saying, my Telstra supplied cable modem is fully protected. I do not even broadcast my SSID and I have changed Netgear's default internal ip address of 192.168.0.1-255. There are no viruses on my computers using up the bandwidth. My system is fully protected. I offered a GotoMeeting session for Telstra to validate this. I called your tech support on numerous occasions but only received promises to call me back. If I cannot protect my 100GByte usage, what hope is there for the non-techical guys?

Is there any point in continuing this conversation after this statement of yours ie "we aren't obligated to supply DOS protection"? Please check with Telstra's policy before making such a statement. It has major implications.  My ability to use the products and services which I have purchased comes under fit for purpose in the consumer protection law. This is a legal entitlement. No one can sell a 100g chocolate bar and deliver 20g because the Telstra delivery person allowed someone else to eat the other 80g before the chocolate is delivered. If Telstra sold 100g, it must deliver 100g or make good the defect within reasonable time. There is also a question of misleading advertisements. The Telstra contract states that 100GByte is the "Usage Allowance". The statement, "Our usage meter tracks  usage to and from your IP address" is not stated in Telstra's contract and hardly meets the definition of "usage" under consumer protection law.

 

Your posts do not reflect well on Telstra. Your disclaiimer does not help either. Please read: http://www.findlaw.com.au/articles/2199/employees-can-now-be-held-personally-liable-for-mi.aspx

 

Ben_F
Community Alumni (Retired)

Re: Bigpond usage metering is faulty

I'm sorry that I'm not providing you with an answer that you find satisfactory in relation to your specific issues, however I would be happy to provide some general information in relation to what you have mentioned above.

 

I never said that it was against the Privacy Act or that any legistlation was stopping us from recording specific internet sessions, I simply said it was to protect customer's privacy. Would a customer sign up with us if they knew we kept a record of everything they looked at? Considering that ~80% of the internet is pornography (as an example) I think its fair that we don't record the details of our customer's private viewing habits (this is not saying that anyone does or doesn't use the internet for that, was simply an example as to stuff that people do that they don't want others to know about).

 

I have heard of the technologies that you have discussed, however I am not sure if they operate in our network, or how they operate, as this doesn't relate directly to my role (I'm a Customer Advisor in a Retail Store currently, and have performed work for a number of ISP's in a number of different areas).

 

After reflection, I agree with you that I should have checked Telstra's policy before making a statement like that, so I'll rephrase: As far as I am personally aware we aren't obligated to supply DOS protection.

 

What I can also do is quote from Our Customer Terms (Refer to http://telstra.com.au/customer-terms/download/document/hf-general.pdf)

 

Your responsibility


3.5 You are responsible for and have to pay for any use of your service, whether you authorise it or not. You can take steps to prevent unauthorised use of your service (for example, depending on your service, by using passwords, PIN numbers, barring options and/or other security measures to control who gains access to and uses your service) and you can contact Telstra to arrange for your mobile service to be suspended if for example, your mobile handset has been lost or stolen. Also, if you do not disconnect your service when you leave your premises, you have to pay for any use of the service by later occupants or others. We recommend you consider taking measures to protect yourself from unauthorised use of your service. Any person who uses your service, or allows someone else to use it, after you have vacated your premises, is jointly and individually liable with you for any charges relating to that use. 

 

 

In relation to my disclaimer, it exists not to attempt to reduce my liability, but its required under the Company's Social Media Policy.

----------------------------


New Users - Click Here!

yeoswee
Level 3: Gumshoe

Re: Bigpond usage metering is faulty

Ben, The document that Telstra supplied to me when I purchase the service states:

 

Download

 

Downloads are data that you pull 'down' from the internet into your computer. That data could be anything from a web page to an email to a streaming video file."

 

Upload

 

An upload is any data that goes from your computer 'up' to the internet. Usually that means emails that you send. Although every you click a button or a link on a web page, or enter characters into a text field, your computer uploads a small amount of data.

 

Usage

 

Your internet usage is the amount of data that you download and upload. {Please see the 'download' and 'upload' definitions above.}

 

I am quoting verbatim from the document in front of me.

 

As you can see, your point that I have to pay for Denial of Service attacks on my account is plainly wrong. Also, Denial of Service attacks would not constitute "use of your service" and would certainly not fall under the definition of "Usage" as specified in my Telstra contract.

 

Telstra will probably violate privacy if it read the contents of an internet message in so far as a postman is to read the contents of a letter. However, denial of service attacks do not carry any messages. Most companies offer spam filters for their clients and that does not violate privacy of emails.

 

So the question is this: Does Telstra offer protection from denial of service attacks to their reseidential clients. Yes or No?

 

I think Telstra residential customers and rest of the world need to know that answer to that question since you raised the topic and said. "Denial of service attempts, packet floods and port scans do count towards your download AFAIK, because the data is being sent to your IP address. That's the simple explanation."

 

After all Denial of Service Attempts can only count towards the download if the customers are not protected from them.

 

What about your statement, "If the data is being sent to your IP, you pay for it..... That's not overcharging, that's charging for use of the network." How does that work in light of Telstra's document on "Broadband ADSL & Cable". Are you correct or is the document I have from Telstra correct? Note that I purchased "Usage Allowance" and not an "IP Address" from Telstra. In fact, Telstra says that I do not own the IP Address and Telstra is entitled to assign me any dynamic IP address.

Ben_F
Community Alumni (Retired)

Re: Bigpond usage metering is faulty

Hey Yeoswee,

 

What is the title of the Document your reading from, as I can't remember any document that I've seen saying that. If it is a My Offer Summary, it should say in the bottom something to the effect of " This is a summary only – the full legal terms for this bundle are available at telstra.com.au/customer-terms". It could be an old one (which is why I can't remember seeing it).

 

As I am sure you are aware, DoS prevention software (like all security software) is not 100% effective. There is the chance of False Positives and letting stuff through does happen. I repeat what I've said it all my posts. My participation in these forums is strictly personal. The reason I'm tagged as a Telstra Employee is because if I came out here and defended the company, and then it was found out I was an employee, it looks kinda dodgy Smiley Happy. I'm not here to provide official Telstra Policy, I'm here to provide informal advice to customers (and I do so quite extensivley and freely in my own time).

 

I have to refer to the Customer Terms to answer your last question around your Usage Limit, which is what I quoted above. This is the legally binding contract between yourself and Telstra, and forms our Standard Form of Agreement under Telecommunications Legistlation.

 

PS: We are happy to investigate the usage issue, and provide an official response via official channels.

 

Regards

 

Ben

 

PPS: This is the last post I'll make in relation to this issue, however others are quite able to pick it up from where I left off.

----------------------------


New Users - Click Here!

DanK
Community Manager Community Manager
Community Manager

Re: Bigpond usage metering is faulty

Hi yeoswee, I am sorry to hear that you had no luck speaking to our technical support teams.

 

We can definitely investigate this for you and if we determine that the usage was as a result of some sort of port scanning or DDoS attack you can be sure that it will be removed.

 

I have sent you a private message requesting a few details to investigate the usage on your account.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines
yeoswee
Level 3: Gumshoe

Re: Bigpond usage metering is faulty

Dan,

 

Thanks. Contact details provided via private message. Look forward to hearing from you.

 

Best Regards

yeoswee
Level 3: Gumshoe

Re: Bigpond usage metering is faulty

Ben,

 

Please check your facts. The document I quoted from was handled to me by the Telstra person who installed my Telstra cable modem. The English like terms in it is easy to understand and make sense. If you claim that there is another binding contract which I have not seen and has not been handled to me when I purchase the service, it would come under misleading conduct.

 

Please read: http://www.consumerlaw.gov.au/content/the_acl/downloads/ACL_an_introduction_November_2010.pdf

Specifically,

– a general ban on misleading and deceptive conduct in trade or commerce;

– a provision that makes unfair contract terms in consumer contracts void.

 

Anyway, my main point is that Telstra staff should not say that usage is based on downloads and uploads to an IP address. The correct statement is in the document that Telstra provided to me when I signed up ie usage is downloads and uploads to my computers. As stated before, at no time did I purchase an IP Address from Telstra.

 

If you say otherwise, I have a Telstra document and a copy of this post which I can send to Telecommunications Ombudsman who can examine the contradictions between your statements and the Telstra document.

 

 

brandonz
Level 4: Private Eye

Re: Bigpond usage metering is faulty

Hi yeoswee,

 

I'm not a technical person at all, so I can't really answer the bit about uploads and downloads, but I've seen you've thrown around the Australian Consumer Law in your last post, so I thought I might weigh in. I've recently undertaken some law study as part of my degree, so I've got my law textbooks at the ready Smiley Wink

 

When I first saw this thread, I thought you were right - although I couldn't decide whether this conduct is misleading or deceptive, I couldn't see how some other document could become binding on someone who's never signed it, or even seen it. In common law contract cases, the 'parol evidence rule' dictates that a party to a written contract cannot present extrinsic evidence to add to a contract that appears to be whole - that is, cases are decided on the basis of the written contract alone.

 

To add to this, in Causer v Browne [1952] VLR 1, a contractual term on a laundry docket was held to be invalid partly because the dry-cleaners did not bring the customer's attention to the term. This is coming straight from my law textbook, but if you don't believe me, the case summary is available online. Did Telstra, the technician or the pamphlet advise you that additional terms applied to the contract you entered into with Telstra?

 

However, I stopped looking through contract law cases when I saw Part 23 of the Telecommunications Act 1997. Take a look for yourself - according to s. 479, standard forms of agreement (such as Telstra's 'Our Customer Terms') apply as the terms and conditions of the carriage of a telecommunications service unless specifically excluded. 

 

It does seem a little wrong to me - that a consumer can be bound by a contract they've never even seen - but that's the law, unfortunately. it looks like you're out of luck there! It wouldn't be misleading conduct, either - the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) protects businesses if they carry out actions protected by other legislation.

 

If Telstra choose to help you out here, that would be a customer service decision, not a legal one.

 

Nothing in this post is intended to be legal advice. I am not a lawyer - the information I have provided here has been collated from publicly available sources. If you need personalised legal advice, contact a legal practitioner in your area.

If something I've said has been helpful to you, I'd love to hear about it! To give me Kudos, just click the 'sunshine' icon over on the left-hand side of the page under my avatar. Thanks a bunch!
KrayzeeKev
Level 17: Bureau Chief

Re: Bigpond usage metering is faulty


 

Anyway, my main point is that Telstra staff should not say that usage is based on downloads and uploads to an IP address. The correct statement is in the document that Telstra provided to me when I signed up ie usage is downloads and uploads to my computers. As stated before, at no time did I purchase an IP Address from Telstra.

 



As others have pointed out, that document is a basic description of what you're getting. It's not a deep-dive technical discussion of how IP works and how it affects charging. But I think that topic has been dealt with.

 

Playing with the distinction between an IP address and a service is silly here. You were sold an internet service. You are charged for all data/packets going in and out of that service. To be specific - all packets going into and out of the ADSL or Cable Modem. Most of that will be initiated or caused by your computers. Others will not. And it usually makes very little difference.

 

But, the point of my post is that the dynamic nature of IP addresses, etc, is irrelevant. You are right, you were not sold an IP address. You were sold a service. And the way that service endpoint (YOU) is identified on the network is by whichever IP address you have at the time. So, include the phrase "that you are allocated at any one time" to any discussion of IP address and it makes more sense.

 

The thing about all these discussions we have about what things should cost, etc is that all these little differences, etc are factored in. Explicitly or implicitly. Yes, Telstra charges for uploads and downloads. Others for downloads only. But if Telstra only charged for downloads, all their plans would look different. And it would all average out in the end. Same with discussions of what is or is not zero-rated. Make major changes there and the plans would change. Maybe only a little bit, maybe only over the long term. But it all averages out. Yes, you get charged (well, it gets included in your usage) for all the "background radiation" of the internet hitting your service. And if somebody sends you a huge powerpoint slidepack of kittens doing kitteny things then that all those megs use up space in your inbox. You didn't put them there but it's how it works. And if you changed that, plans would change. It all averages out.

 

That said, if you were hit by a concerted, directed, DoS attack that singled you out and really did "damage", then I'm sure Telstra would be able to look at it.

 

Arguing over "computers" vs "modem" vs "IP address" is pointless. Your usage is what goes in and out of your service/modem. It's the same for all providers (some might only count it in one direction). And the great majority of people don't understand or want to understand the technicalities of that. So maybe a summary offer said it's all the "stuff" that goes in and out of your computers. And, for the great majority of the millions of people reading it, that's exactly what they want and need to know. But it's a summary.

--
Kevin
[ I am a Telstra Employee however my posts here are done in a personal capacity.]
yeoswee
Level 3: Gumshoe

Re: Bigpond usage metering is faulty

Firstly, big thank you to Dan for chasing up with technical support. They will be sending me a report of the usage. I have not received it yet but will study it to ensure whatever is using the internet will be blocked.

Secondly thank you to Brandon. I will look up the telecommunications act.

Thirdly, to KrayzeeKev, there is a big difference in usage measurement between an external IP address and a computer. This is why we are having this debate. If someone knows your external IP address, there are documented ways to use up your usage allowance via "denial of service" attacks. Look it up on the internet. On day it may affact you.

 

Incidentally, most if not all internet providers limit the size of each email and protect against as much email spam as possible.

 

The telstra document provided to me was well written and was a fair and balanced contract. It states that usage is as measured from the user's computer. This implies that Telstra will look after the external denial of service attacks and protect their customers. Why am I the one defending Telstra - strange.

Dan explained that service levels had dropped in the Christmas period. This is understandable but unfortunately for me, I had need of the internet to connect to my servers from home over the Christmas period. Anyway, the bandwidth is back and it is a non issue to me now. I will correspond directly with Dan.

 

Dan or someone senior in Telstra - please look into providing cable modems with inbuild usage monitors. They are about the same price as the one you provided me. It would save everyone the time and hassle.

 

Signing out.

KrayzeeKev
Level 17: Bureau Chief

Re: Bigpond usage metering is faulty


@yeoswee wrote:


Thirdly, to KrayzeeKev, there is a big difference in usage measurement between an external IP address and a computer. This is why we are having this debate. If someone knows your external IP address, there are documented ways to use up your usage allowance via "denial of service" attacks. Look it up on the internet. On day it may affact you.

 



Don't need to look it up. I know exactly what you mean. BUT there is no technical way an ISP can tell the difference between a single packet headed randomly (unrequested) to your IP address and one directed to a computer behind your router. It's all NATed so all packets are directed to the single IP address of the router.

 

Sure, you might recognise a concerted DOS attack if it comes from a single source. Even a DDOS might be profilable. But, any sentences that talk about traffic from your computers HAS to be explanatory in nature and not a technical definition. It's just not possible to measure the difference except in very extreme circumstances. And then, usually by exception - in review, after the fact.

--
Kevin
[ I am a Telstra Employee however my posts here are done in a personal capacity.]
Gareth
Telstra (Retired)
Telstra (Retired)

Re: Bigpond usage metering is faulty

We monitor ddos attacks (and certain other types of malicious activity) and take steps to minimise the impacts on customers. However as with anything reactive, and a system as fluid as the net, its not perfect nor instant (nor should it be).

 

Where there is a usage spike that exceeds capacity of the transmission link we take steps to reduce the impact, reset the connection (dhcp release and assign a new dynamic/static IP) and wipe related usage. Source data IPs also get thrown into a blacklist.

 

This is a really gross simplication but hope it helps.

 

Please send me your details via a private message and I'll make sure this gets sorted for you if it hasn't already.

 

Best Regards

Gareth

yeoswee
Level 3: Gumshoe

Re: Bigpond usage metering is faulty

Hi Gareth,

 

Thanks for your reply. I do get constant DDOS attacks and port scans on my cable modem. It is good to know that Telstra is monitoring ddos and will do a connection reset with a new IP assignment. It is what I expected from a good provider. The attacks are minicsule at the moment so they are not a worry. They would be a worry if they amount to 80+GBytes.

 

However, after monitoring with several tools, I work out that the issue was a yahoo.com web page with a portlet which constantly downloads data from www.llns.net. Basically, when the yahoo page randomly show the llns.net portlet, the downloads becomes (approx) 0.5MB/sec or 30MB/Min or 1.8GBytes/hour. I blocked that site with the firewall on the cable modem to prevent this portlet from appearing. My guess was that a faulty device/software is constantly resending/fetching the IP packet. I would have like to put a sniffer to see what the packet was but was too busy and the portlet appears randomly.

 

Could you monitor llns.net to see if I am the only one affected or other telstra clients are affected too.

 

It is quite annoying to have 80+GBytes of downloads disppear without my knowledge or warning. I had Optus cable for 10+ years without any download issue. Perhaps the internet browsers are getting too complicated.

 

I found a free Bigpond Win7 Widget which retrieves my downloads every half hour. I would recommend that Bigpond clients download and use it.

 

Be nice if Telstra provided a better cable modem/router with in-build monitoring. Or provide a courtesy email when downloads exceed 10% of allowance within a day.

 

Best Regards

Swee

Sammy3
Level 1: Cadet

Re: Bigpond usage metering is faulty

I'm only on 1gb monthly with a usb wireless broadband stick. My useage spiked in January on the first and third day of my billing cycle to over half of my monthly allowance. I have phoned Telstra tech support so many many times over the last few weeks, can't speak to anyone in Australia. Connection keeps dropping out. Message it's dropped out even if it hasn't. No way of finding out where the useage came from or went. Totally frustrated. Sammy3

lbucci
Level 1: Cadet

Re: Bigpond usage metering is faulty

Telstra tried to put me through their premium support, which charge to fault find.  I did some fault finding of my own from my end and discovered this below...

  

The total usage since last Thursday to Monday morning collated from all the data usage meters add up to just over 1.7GB.   Your Telstra Meter has recorded 21.5GB for the same period.  This is a discrepancy of 20GB in 3 days.

  

My Netcomm CG3100 Router's download link continuously flashes. I turned off the WiFi and disconnected the ethernet cables so the only connection was the internet with no other input.  The DL light continued to flash constantly. I showed 2.4GB of usage the next morning.  (The meter updates every eight hours).

 

My normal usage is between 30GB and 70 GB per Month.  In January it spiked to well over 100GB since and the surfing habits have not changed.  Another way of putting it is i went from 1.2GB average per/day to 6.5GB per/day. 

 

The last four weeks I been trying to resolve this (since I noticed, when I received a notice of usage from TelstraI had reached 160GB) I've had every contradiction and denial under the sun every live chat and Telstra CEO complaints not to mention the calls to tech support.  No rests are possible when ringing the support line as no one can do anything because they are not technical, don't have the tools etc, eyc etc... all the excuses and noe can fix...  What is going on here.  

 

There is an issue from your end with the usage meter and no one at Telstra is being proactive or open about what the issue is or an eta on the fix,  After four months I would have expected a fix.

 

What say you all?    

 

Set it & forget it

With direct debit there’s no need to give paying your bill another thought.

Avoid queuing up and never worry about late fees again.

Setup direct debit