[ntucker]

I think it's reasonable to be somewhat outraged due to the fact that there are actually very few end-users who would have had the skills to prove the metering problems. This guy was advanced enough to be gathering traffic statistics at the modem (way beyond 99.9% of users already) and he still got told the measurements were "probably" legit. He didn't get any consideration until, knowing full well that their numbers were off, he unplugged his LAN for an entire week to prove it.

If we're going to give them a pass on accidental billing, you can't make correcting the problem this user-hostile.