Ihug responds to usage meter issue
The official reply from Ihug is posted.
We'd like to assure all ihug customers, and everyone that has commented on this issue, that ihug's data measurement methods are extremely accurate, as proven by a recent external audit conducted by Deloitte's.We agree that it's vital that internet users are able to trust their internet providers when it's come to counting their data allowance - especially when the plan they've paid for is based on how much data they get, as opposed to speed, which is why ihug uses an external agency to
audit this process.We recently upgraded our data counting system and as some customers experienced over and under-counting of data during the upgrade (mentioned in the comments earlier in this blog e.g. from ihug's newsgroup etc), we didn't rate limit these customers during that time i.e. we didn't slow their speeds down if they'd hit their data allowance. For customers on plans where they get charged for excess data, we waited until their data had been accurately processed before we billed them.
We would like to sincerely apologise for any confusion over this issue but please be assured that ihug is counting and billing for data correctly. The disclaimer on our online tracker within my account is simply to let customers know that there is a delay from when data is used to when it reaches our database and is then shown on the tracker. Due to the upgrade some data is taking longer than normal to be being processed at the moment, with some data from a few days ago still being processed - which is why the screenshots of data usage in this blog
changed slightly each time the data tracker was checked (and also the reason for some of the other issues talked about on
PressF1. We hope to have data processing as close to real time as possible again in the next few days - we'll keep you posted.The main point is, we certainly haven't been saving money or defrauding unsuspecting users!
Cheers,
The team at ihugP.S. Some people were talking about using their own data measurement program - ihug counts all traffic that is sent to and from a customer's connection so any conflicting counts you get may be due to the fact that the program used to monitor the traffic uses different measurement
criteria. We still recommend that you use our online data tracker (with your ihug bill as the final data record).
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Comments
I still have real doubts over their data usage. We were on a 2 GB plan and started exceeding the limit. Changed to a 5GB plan and within 1 month started exceeding the limit. Doing and using internet no different to before. Their speeds are less impressive this year. They have been un helpful resolving the problem to date and im seriously considering dropping them after 9 years
Posted by: Errol | August 7, 2007 1:33 AM
An update: Ihug says I have used 65% of my usage, but when I look at the details it totals 426 MB.
I have a 1GB limit.
Go figure...odd maths!
Posted by: Tom | May 17, 2007 8:30 AM
A change has happened all readings from before May 11th have been removed.
Earlier today total usage on my account had reached 6.4 gigs (10 gig account)Its now reading 2.8 gigs total which would be pretty close to my normal usage at this stage of the month.
Posted by: Craig Sutton | May 16, 2007 11:24 PM
Their usage meter is driving me nuts...I am on the 1GB plan and I just seem to be heading for about 2GB by month's end.A day with a little surfing ends up being 98 MB, yet next day's download of 125MB doesn't show up anywhere at all, a week later.
Posted by: Tom | May 16, 2007 8:32 PM
I have had an 'interesting' experience with iHugs data measurements. On Friday the 11th of May my new billing month began, with 1.8 GB of peak data already used. Upon ringing the helpdesk that count was wiped. Sunday I checked my usage on iHugs page and it showed 0.92 GB of peak data usage, hardly likely as I had only been viewing usenet posts, reading mail, and looking at a couple of webpages. Come Monday the usage had increased to 1.84 GB. Panic set in, so I rang the helpdesk and was told there was an issue, and I would not be capped (I am on a 2GB/2GB plan).
Tuesday the 15th of May, I logged into the usage page to se if things had been fixed, only to be shown that, miraculously, I had used 12.24 GB (Peak). Not to be outdone, the offpeak usage has also been misbehaving, and is showing 1.34 GB of usage.
This morning (16th May) The online meter remains the same. I very much doubt iHugs official response, and am extremely concerned that I will not receive what I am paying for this month. It is also disconcerting, especially in the light of the above, to see iHug claim any software I might run is somehow inferior to theirs.
Posted by: shane | May 16, 2007 8:36 AM
Thanks for getting answer from them Juha - why they couldnt just let users know who knows.....
Funny thing is, IHUG say at the bottom of their reply that some users are using tracking s/ware etc and it maybe incorrect - so tell the helpdesk to stop recommending it :-p
I'll hang around for a few more weeks to see if everyhting falls into place... :)
Posted by: Gavin Q | May 15, 2007 2:36 PM