Yeah.. while i understand, that yes.. there are LOTS of users, who start using netflix, and dont realise WHAT the usage is, that it takes up etc..
It seems to be a FALLBACK to blame on.
A small higher amount? sure... but even they should realize that the larger amount, is something else.
It seems to be a lack of training.. knoledge, etc.. of the phone reps 
HOPEFULLY the swapping modems will help you.
Good luck.
