Telkom FUP cap errors

I've hit FUP 2 on a 4mb line with 142GB usage. Telkom claims nearly twice the usage at 272GB. One day the Telkom claimed my usage was 3x SAIX, and another day I had usage via Telkom that was impossible on a 4mb line.
 
Support@telkom replied and stated they logged a ticket with the technical team. It is progress.
 
A3. said:
Got FUP1 warning last night on my 4mb uncapped line.
SAIX tracker = 108 gigs
Isn't it suppose to be @ 360gig?
Location: Paarl
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360 Gb is FUP level 3. FUP 1 is around 180 - 200GB and FUP 2 is around 280.
 
FUP 1 = 180 gb - 19:00 to 21:00
FUP 2 = 270 gb - 18:00 to 22:00
FUP 3 = 360 gb - landline speed
4 mb line
 
Anyone else on home unlimited have their mobile sim capped? Its a 3gb limit, but usage says 0.45gb and says I have reached my limit. Phone says 1.4gb used.

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I notified one of my ex-colleagues on the Telkom Internet operations team (which is responsible for the usage management platform) last week (noted in the general thread, and they are investigating the problem.

They have ruled out some of the possible causes, and they believe they know what the current problem is, bit are still working on a permament solution.

I think they are able to do some corrections automatically, bit I haven't enquired on whether they are able to identify and fix all accounts.
 
millhouse said:
In summary it appears that data usage for all Telkom Internet data accounts is measured incorrectly.
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I don't think we have a sufficient sample size to declare that it is "all accounts".

The Telkom system counts at least twice more than the actual data usage.
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I don't think you can say "at least twice", let alone "twice more", definitely not for "all accounts".

The system then activates the FUP to throttle the user for data abuse.
It is unknown if this was intentional or just stupid...or both.
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You leave out many other potential causes, such as operational failures, capacity problems etc., and assume malice and incompetence.

One person has reported that they managed to get a response by contacting Telkom via twitter, but this means you would need a twitter account...There are no other people who have reported having any form of success.
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Let's leave the "call centre" (and "customer communication for that matter) out of this for now, it will never be fixed (I gave up trying to influence them before I left).

Imagine all the fun you would have trying to figure this out if you didn't have the saix portal to compare your actual usage to.
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Have you tried the Export option from the "Connections history" tab on the connectivity page of the customer portal? Sure, you may need to convert some units, bit it should be easy.
 
Use the Telkom Customer Portal to track data usage – Not SAIX

MyBroadband contacted Telkom about the matter, and the company acknowledged it had identified a mismatch in reported figures.

“The Telkom Customer Portal is the main source of Telkom ISP customer usage data. We have identified the misalignment with information published on the SAIX usage page and the Telkom Customer Portal"
 
Newsfeed said:
Use the Telkom Customer Portal to track data usage – Not SAIX

MyBroadband contacted Telkom about the matter, and the company acknowledged it had identified a mismatch in reported figures.

“The Telkom Customer Portal is the main source of Telkom ISP customer usage data. We have identified the misalignment with information published on the SAIX usage page and the Telkom Customer Portal"
Click to expand...
Problem with the portal is it reports consumption on certain days that is physically impossible on given line speed over an 18 hour period speed you grab a calculator and work it out.
 
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