Cap problem & Mweb will not solve the problem

My parents have a 5GB capped service with Mweb. They are both in their 60s, not tech savvy, hardly use their computer, have no smart phones & can't even log this complaint with Hello Peter. There is no one else in their home to use the 5GB. They use the internet for emails & occasionally Skype. I visit them sometimes & use their wifi for my smartphone or to look something up on their computer, this is not often. No one else uses their internet, their router is password protected. For +/- the last 4 months they have been capped within the first 2 weeks of the month. This is not possible! I contacted Mweb support for them, we switched off Windows updates & still capped, we then switched the router off when not in use & still capped. We said maybe a router problem, reported to Mweb Abuse, they were not interested & said check with Mweb Store. But to do that they need me to help them. My parents keep being called by Mweb sales to upgrade to an uncapped account & they explain the problem & still no help. This is disgusting that they try to sell to my parents but don't help them!!! Unless Mweb actually help my tech impaired parents, they will cancel the service with Mweb.