ADSL data disappear, still deducting without connection

[Rentius]

Good day

I'm on a Telkom do Basic plan. 20GB softcap data, 2Mbps line.
I've been on the package for about 1.5 years, and have never used more than 15GB.

On 26/06/2017 my data start disappearing at an alarming rate. For the day it said that I used +- 14GB.
Which is strange because nobody was home.

I looked at my router log and saw it was only my devices that was using the router.
I switched my router account from Telkom to Afrihost. My Afrihost data was stable and it worked as expected.
But my Telkom data was still being used even though it was not entered on my router.

I disconnected the router, but still data was being used for my Telkom account. I changed my password for the Telkom account, but still the same.
I went onto the Customer portal and it only showed my connections no other active or history, also the data was less that 2GB from the 25/06/2017 - 26/06/2017.

See the chart below, my session info from my router

Log On Time Log off Time Data Up Data Down
25-Jun-2017 09:18:00 26-Jun-2017 18:18:00 44.73 MB 615.02 MB
23-Jun-2017 04:32:07 25-Jun-2017 09:18:03 106.94 MB 938.21 MB
05-Jun-2017 22:23:45 23-Jun-2017 04:24:31 382.52 MB 5.20 GB

Total: 534.19 MB 6.88 GB

The above is telling me that Telkom's system is incorrectly deducting my data.
I phoned Telkom and literally nobody can assist, technical, product, fraud etc..

It is still happening as we speak even with the account not on any router, and it is above 40GB already, even though I only have a SoftCap20 (20GB) and no Post-Paid data

Anybody experiencing the same problem?
What are my options to resolve this?

 

[Drifter]

Somebody got hold of your account details and is downloading at your expense. Change your password.

 

[Rentius]

Thanks, but if you read carefully you'll see I did mention that I changed my password.

 

[ichigo]

Thanks, but if you read carefully you'll see I did mention that I changed my password.

The easiest solution is to lock your Telkom account to your phone number then no one else can use it, unless they get into your wireless lan.

 

[Drifter]

Thanks, but if you read carefully you'll see I did mention that I changed my password.

And your WiFi password?

 

[Rentius]

Can I do it from their customer portal or must I phone Telkom?

 

[ichigo]

Can I do it from their customer portal or must I phone Telkom?

can't remember, but I think you can will have to check

 

[Rentius]

@Drifter then my Afrihost data will then show the same, it is stable. So nobody is connected to my WiFi

 

[ichigo]

@Drifter then my Afrihost data will then show the same, it is stable. So nobody is connected to my WiFi

I think the best way is to ask TelkomZA here to check and make sure your account is locked to your phone number.

 

[Pablo37]

You say "I went onto the Customer portal and it only showed my connections".
Did you also try this when you were connected to Afrihost? Current Open Connections on the Telkom portal should read 0.

 

[KantSnyer]

See his thread :

https://mybroadband.co.za/vb/showthread.php/895548-Excessive-Data-Usage-On-Telkom-ADSL

Hey Everyone

Thanks for all the feedback!

Soooooooooooo....as it turns out, I decided to phone Telkom with the possiblity of changing my router's password in case it had been hacked & took a chance and asked if there is a reason why my usage has been 5GB a day lately and why I am sitting on 38GB for the month. And surprise, he said i was only on 18GB for the month which is the norm for me and my daily notifications are wrong and I must just ignore them . Should of just phoned them in the first place

So all is good!

 

[Rentius]

You say "I went onto the Customer portal and it only showed my connections".
Did you also try this when you were connected to Afrihost? Current Open Connections on the Telkom portal should read 0.

Yes, and there where 0 connections.