JerZJack's Posts

The data utilization tool does not help me. It is not nearly specific enough.   I do not understand whose privacy is being protected since I want to know who is consuming data on my account. This HUGE jump in usage occurred on just one day, 8/2.  I did not encounter anything like this after having the JetPack for over a year.  I did not deviate from the sites I regularly visited. There were no other people or devices using the JetPack that day. I do not look at videos or stream music, and I use Flash Blocker to keep videos embedded in some sites from playing.  I turn off my computer and JetPack when not in use, and my JetPack is password protected with a very complicated password. It was not a download of Windows 10.  I still get popups asking me to download Windows 10 but I close those popups whenever I see them.  I have looked at the record of downloads on my computer and there are no large downloads.  I also confirmed that Windows 10 is not on my computer.  I was told I would be given an extra gig to use each month, but it did not show up on my Verizon acccount until 8/14, the day before the billing cycle ended.  I did not go over my monthly allotment because I did not access the internet with my JetPack from 8/3 through 8/15. Now that I am using my JetPack again, the usage per day is back to a fraction of a gig per day.  I was on for a few hours yesterday and used less than 0.2 GB.  I try to not stay on too long before checking my usage (which I can no longer do directly off the JetPack) and I check the JetPack regularly to confirm that there are no unauthorized users.

I didn't see where any of the tools would help me determine what happened August 2.  I have not used my Jetpack since then.  I did check all of my downloads and there was nothing large.  I see no evidence that Windows 10 loaded.  I did get a message asking me if I wanted to download it and I declined.  I also just verified that I still have Windows 8. I tried Glasswire, but it looks like it can only help with this point forward.

I do not know what I can tell you other than what I have already stated in earlier posts.  I have not used my Jetpack since 8/2 because I am not going to incur overage charges.  This has forced me to use public wi-fi for the last two weeks of the billing cycle.  I do not know if you can pull the transcripts of the two chats I had with Verizon agennts, but the first one said he was going to send me a transcript,but I did not receie it.  I followed the instructions for emailing the transcript of the second chat to myself, but did not receive that transcript, either. I also did not receive the extra gig I was promised retroactive to 7/16 although both agents told me I was receiving it. I had my Jetpack replaced once because it did not record usage, only to be informed that there was a software problem with Jetpacks that could not be fixed.  I have explored possible problems on my end, and I would appreciate a sincere effort from Verizon to look into a problem on its end.  Just the suggestion that the problem may not be on my end got me flamed by one of your top posters.  I have not experienced that in many years.  There should be community standards here so that customers that are suppoesed to be here to help do not alienate Verizon from its other customers. Also, someone who claimed to be a Verizon representative contacted me because of my post.  I did not respond because the person wanted my password. 

I am as informed as I should have to be without being an IT Specialist.  Really, no customer should have to go through all of this.  I did enough investigating and took enough steps to know the problem is not with my computer.  I had the Jetpack for a year.  I know how to manage my data. You should not be so smug.  I am informed as a year of staying well below my monthly allotment has proven.

What info on tools did you provide? One thing I think you do not understand is you do not attack the customer, nor should you make a customer who is already frustrated with your service work hard to do your job in resolving a problem. Why did Verizon have me replace my Jetpack when it didn't show usage any longer, and then inform me when I received the new Jetpack that there was a problem with the software that Verizon could not fix.  I invested time vising the Verizon store twice, and received a threatening notice of the repercussions if I did not return the original device immediaely, even though the swap did no good.  That sounds like a Verizon problem to me, not a user problem. It seems you want people to file a class action lawsuit, or to walk away from Verizon.  I still don't see the extra gig I was promised by two agents, not that it does much good when I am charged with 4 gigs of use in one day.

I didn't say or insinuate Verizon is loading the deck, whatever that means.  I already followed all of the suggested steps to solve the problem.  This is about lack of customer service.  I should not have to take the steps you propose to prove there is something wrong with the usage Verizon claims.  They already admitted they could not fix the usage measuring device on my Jetpack and others, but not until they had me get a replacement. Do you work for Verizon, or are you just a shill?

I have not ever had any videos play on Facebook.  I just went into the Facebook pages I visit and there were no videos for my Flash Blocker to block, as usual.  There is no conspiracy theory here.  I have just discounted all of the "solutions" posed by Verizon after reviewing the facts.

What videos?  I have never seen any on the Facebook pages I visit, and I have Flash Blocker, which I found cuts down on unwanted data usage.  Plus, nothing like this had happened before after a year of visiting Facebook every day.

I thought Verizon could help me get to the cause of my big jump in usage too, coincidentally on 8/2 as well.  If there is something could have highjacked my computer for a large download, show me how to look for it.  I did check on downloads though, and there were just a couple of pictures at a couple of KB apiece. I still don't understand how Facebook could have increased the usage with my laptop.  I was told it works like an app.  All I do on Facebook is read a few posts each day.  I have never posted on Facebook. The first agent thought I should change my password, but the one I have is complicated and there are only four neighbors in range of where I use my Jetpack.  They all have their own internet service and don't need mine.

I understand how you feel.  I kept getting the same responses that seemed canned as well.  No help in getting to the real root causes. I posted because I think there is a glitch with the Jetpack or with Verizon's software.  One agent I worked with so no activity from his end on the day I supposedly used almost 4 GB, but he saw the same cumulative usage I saw for the month.  I have used as little as 4.5 GB in an entire month visiting the same sites I currently visit..  I have had the Jetpack for a year, so I know how to monitor and control my usage Something is wrong, and I do not think it is on my end.  Someone who is at a higher level than Verizon's customer service agents needs to get involved.  This appears to be a technical issue. 

OK, apparently if I reply to a message through the email received from this forum it is posted in the forum. I am also able to post messages here now directly.  I had already signed in before, so I don't know why I had to do it again. I still have not received a satisfactory answer as to the sudden huge jump in data usage in one day.  I did not not download Windows 10 or do anything except visit sites I normally visit.  I chatted with 2 agents, but the transcripts were not sent to my email address either time.  I was also told an extra GB would be retroactively added to my account, but I see no evidence of that. Since my JetPack can no longer provide usage readings and Verizon could not fix this problem, why should I trust that there is not a malfunction regarding usage measurements?  I have used public wi-fi since I am almost maxed out on my account, and I cannot trust that this will not happen again.