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A subscriber claims their 400 GB bill is wrong — they insist their household used “a fraction” of that. The ISP needs to pull RADIUS accounting, cross-check against NetFlow, present the subscriber with evidence, and — when the facts warrant it — issue a credit note without drama. Give the support agent the whole case: read the dispute, retrieve authorized usage evidence, ask for missing details, propose the resolution, and obtain approval for any billing adjustment. The case ends with the approved account action and an understandable subscriber response, or an escalation with the evidence attached. Use the full support loop to define those gates.

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Systems involved

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Technical playbook

1

Ack the ticket

Copilot pulls the ticket text, the subscriber account ID, the disputed period, and the bill line items.
2

Pull RADIUS accounting for the period

Query the RADIUS accounting database for the subscriber’s username. Aggregate Acct-Input-Octets and Acct-Output-Octets by day across the month. Export to a table artifact.
3

Cross-check with NetFlow

Pull the NetFlow records for the subscriber’s assigned IP range across the same period. The totals match within 1.2 percent — not a counter-rollover issue, not a double-count.
4

Find the anomaly

Two days stand out: 87 GB on one Tuesday evening, 124 GB on one Saturday morning. NetFlow shows both hitting a popular streaming CDN and a backup service destination. The pattern is real usage, not a counter bug.
5

Check for service issues

Copilot validates there was no session hijack, no flapping session, and no double-count from a duplicate NAS entry. RADIUS shows a single session per day with normal accounting intervals.
6

Present the evidence

Generate a Markdown evidence artifact: daily totals table, the two anomaly days, top destinations for those days (provider only — redacted for privacy), the service cap, the overage calculation. Rendered to PDF.
7

Draft the reply

Copilot drafts the subscriber email through Gmail: we investigated, here’s the evidence, here’s what actually used the data, here’s what we’re willing to do about it — a one-time courtesy credit of the overage on condition of moving to a higher tier. Reviewed by a supervisor before send.
8

Issue the credit

If the subscriber agrees, the billing connector issues the credit note and the tier change. The ticket closes with the evidence PDF and the credit-note number attached.

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Support outcome

  • The decision is supported by scoped usage evidence and any required billing approval.
  • The customer receives a clear explanation and confirmation of the account action actually completed.
  • An unresolved discrepancy is escalated with the original claim and supporting records intact.

Files and artifacts

Generate the subscriber-facing evidence PDF inline in the workspace.

Procedures

Save Data usage dispute evidence as a parameterized runbook.