12.1GB in 2 hours of basic e-mailing and web browsing with NO videos!@

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My billing period renewed at 12:00am this morning. I unplugged my sat modem and wifi router at 12:05 am. I surfed to 3 web sites between 9:20am and 10:51 AM....NO VIDEOS!!! System says I used 6.8 GB of data. Unplugged until 11>45 am. Went to two web sites including exude. Now system says I have used 12.1 GB out of 60 allowed. Impossible! Someone please help me. Only one device is turned on. This is B.S.
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Bud

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Posted 1 year ago

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Diana, Viasat Employee

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Hi Bud, Please send an email to exedelistens@viasat.com  with your account and contact information.  We'll take a look at your account.
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Tim Spake

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Doubt you will get satisfaction, please let the craft of us know if you get an answer. Good luck
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James

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I can chime in on this one easily.   windows update or your router has been hacked, here is you 1 gig of data go away quietly.
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Joshua Barker

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I was lucky enough to get 3, but still basically the same.
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Bud

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I Have a Mac. I unplugged my modem and router from power----no power---for   19 hours and 20 minutes....now 18.1 GB in less than 3 hours of e-mails and simple web browsing !19 hours and 20 minutes TOTALLY DISCONNECTED  and now it says I used another 6GB over yesterday!
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Tim Spake

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And you must believe them, fox in charge of the hen house(money tree)
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Bud

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Account data renewed at Midnight, June 1 2017Modem and router UNPLUGGED FROM POWER at 12:05am
Modem and Router Plugged in at 9:20am
Says I used 6.8 GB without being plugged in
Unplugged 10:51am
On 11:45am---Says I have now used 12.1 GB!!!!
Off 12:40PM June 1.
 June 2, 2017--Plugged modem and router back in to power at 8:00am-----UNPLUGGED FOR 19 hours and 20 minutes---Now says I've used 18.1 GB


E-mail, simple web browsing, no videos, no videos in the background, no upgrade downloads, only one device on line.
Please reset my data to Zero!
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Joshua Barker

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When I had this problem, I unplugged mine afterwards too, because that's generally what you do with things that don't work properly. Luckily, someone informed me of the data update issue with unplugging, so I plugged it back in and removed the Ethernet line.
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GabeU, Champion

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I don't have Exede (I have the competition), but I power down my modem every evening for one reason and one reason alone...I don't need it on.  Unless I have a newfound problem and actually need to keep logs over a few days, there is no reason for me to keep it powered when I don't need it.  

I'm reasonably sure that's why most people who power down their modem do so.  Plus, most people have their computer related equipment, including modems and routers, plugged into some form of power strip with surge protection (if they don't they should), and they power that down when those things are not needed.  I, personally, go even further and unplug the strip every evening, too.   
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Lea Clark

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Powering down your modem every night is more detrimental than helpful. It takes more energy to turn it on and off than it does to leave it running. Plus it doesn't properly record usage and update checks to the modem software have to be done every time you power it back on. You also get a new IP assigned each time you are offline for that long a time. If you want a better idea of what is happening with your modem and where the usage is going, disconnect all of your devices, leave the modem on for a couple of hours so it can update your usage. Then unplug the modem. Let it rest a few minutes. Unplug the ethernet cable going to the router and turn the modem back on but don't use it for several hours. If you have a smart phone, go to the my.exede website using your phone's data and and check the usage after several hours of being offline with the modem plugged in. If you are using gigabytes data while all devices are disconnected, it's NOT a problem with your devices.

I don't care what anyone says, that kind of usage, especially with the speeds we get, is impossible unless you are gaming or downloading lots of large files. When my connection is working properly, I can binge watch Hulu for days without running out of data on my freedom plan. Windows 10 updates can't possibly use up all of a person's data for updates in one update session. The entire Windows 10 operating system for a new, clean install is just over 4GB. Most streaming media is optimized for slower speeds. Streaming audio files use very little data. You could listen to Pandora, or streaming audiobooks all day and use less than 2 GB of data.

I'm beginning to think that the latest modem software release is glitch. The modem web accelerator software seems to be the cause of my own connection problems, but have yet to resolve this issue after nearly two months of connection problems. The same may be true for people experiencing usage problems. It's possible that usage is being recorded at 10x the actual site to a software issue.

Don't expect an admission of guilt on the company's part, though, that would require them to do the right thing and refund or credit every customer who has had the same issue.
(Edited)
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GabeU, Champion

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Lea, I don't know what kind of modem you have, but no consumer modems use more energy to power down, then up, than they would had they been left on overnight.  That's completely untrue.  That might be the case when comparing it to a short amount of time rather than overnight, but not at all true in the case mentioned.      

The data logs, OTOH, are another story, and there are definitely situations where the logs would be beneficial.  
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Bud

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Thank you,Lea.
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Tim Spake

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Customer No service will ask you to send your account info so they can tell you they will look into it. Like that fixes it. It doesn't. Please let us know if you get satisfaction.
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Bud

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Of course I sent the info. They must need to pay for the new satellite they launched yesterday. Meanwhile, I was totally unplugged from power from 8:38am to 10:45 am and the meter shows I used 3 more Gb of data. checking one e-mail!!!!! now 21.6 GB of 60 GB allowance in in about 3.5 hours!!!!!!! With all the power unplugged! It's amazing!
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dcinia

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Very interesting, I've used 9.5 GB in a day and a half, have noticed my data gone well before the end of the billing cycle and thought somthing was up. So, thought I'd check on here, seems like an ironic (or not) trend. Yikes. 
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Lindsay Seering

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I had Excede for almost a year and had the 12 GB plan. In those first 11 months I never went over my data once, but last month it said I went through all 12 GB in 2 days even though none of my internet usage changed. I upgraded to 30 GB plan and they claim I used all 30 GB in 5 days, finally i upgraded to 50 GB plan and they claim I went through that in like 8 days! I'm so furious and have talked to numerous representatives and no one can tell me ANYTHING! I am getting rid of Excede cause they are the absolute WORST internet providers EVER! I have switching to Direct TV where they are running a huge deal for new customers I can get 150 TV channels and UNLIMITED GB for $80 a month! Right now through Excede I am paying $138 for just their crappy 50 GB internet! It's an absolute joke!
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James

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could be a promotional for 6months or something
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Gwalk900, Champion

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"Seems like a lot of people have the same problem with phantom usage"

I don't buy into phantom usage. There is unidentified usage of course. Many users simply are not computer and network savvy enough to understand the many ways that data can used without it being easily seen.

Excess data can be using by failing equipment and aim issues but a modem isolation test will quickly rule that in or out.

  .

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Lea Clark

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"Many users simply are not computer and network savvy enough to understand the many ways that data can used without it being easily seen."

Totally uncalled for. When nothing is connected, even if the modem is plugged in, it is impossible for the customer to use any data other than what the modem uses for software and usage updates and I'm fairly sure the modem software doesn't use 10s of GB a day.
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Gwalk900, Champion

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Lee Clark,

I disagree, here's why:

The "shapes" of networks can differ.

If a user has the Exede wifi modem there can be a mixture of wired and wireless.

If a user unplugs all of their Ethernet cables from the modem that will prevent any of the users wired devices from using data .... but NOT any of the wireless devices unless the modems "radios" have been disabled. This includes both 2.4 Ghz and 5.0 Ghz frequencies.

If a user has a Exede wifi modem but has their own personal router connected but disconnects the Ethernet able between the router and the modem, they then have isolated their equipment but run the risk of have wireless connection paths in the Exede wifi modem that may not be properly secured or entirely disabled.

If a user does not have the wireless modem and has their own router connected, if they disconnect their wired devices from the router, but the Ethernet cable between router and modem remains connected you again have the potential for devices to connect wirelessly to the router and hence to the Internet. Also many routers such as my Asus RT-AC3100 can have internal functions that access certain data bases and other cloud based activities that can use considerable data without a users knowledge. Additionally many routers will do a auto firmware update and can get stuck in a update/fail/fallback loop that will chew up data.

The we have known WPS vulnerabilities, Guest Account activity and a host of known router vulnerabilities notably with a number of Linksys, Netgear and Cisco routers that if are not patched with the latest firmware can cause a multitude of "issues".

Beyond that, we see where many users post that their devices were "off". I can think of at least three different levels of "off", two of which allow a computer or other device to "awaken" and perform scheduled tasks.

We have to remember that the usage meter s not "real-time" so any data that is "in motion" will not be reported and correlated even after an Ethernet disconnect.

Doing a power off to the modem makes things even worse as the loop between the modem and the Gateway is broken delaying the reporting of data already used but not yet correlated until the next power up and resulting "report cycle".

 


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Lea Clark

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If all devices are disconnected, either physically, or through manually disabling a network connection, or turning off the power on a device, whether wired or wireless, internal or external router, data cannot be exchanged with those devices. While what you say is true regarding all of the possibilities, when everything is off or disconnected, there is no data exchange and it will assist in isolating the usage problem.
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Jim16

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Direct TV does not have internet service.  If you can't get a ground based internet service, which you probably can't because you have Exede now, Direct TV will set you up with Exede or Hughesnet satellite internet.  Before you blindly jump ship, read the info from Direct TV before you commit.
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Lindsay Seering

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If u sign a 2 year contract with Direct TV u can get unlimited internet through AT&T which is their partner, free installation and 2 DVR boxes for $80 a month. Go check out their website if u don't believe me. I spent 45 min on the phone with them asking every question so I don't get screwed like I did with Excede. I'll let u all know how awsome my new plan is in a month
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Gwalk900, Champion

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AT&T owns Directv.
If someone is in an area where they can get ground based Internet they never should have went with a satellite-based connection in the first place.
Other than that both Directv and Dish partner with either Hughesnet or Exede depending on service area.
As to "unlimited" both Exede and Hughesnet are really unlimited ..... in the respect that unlike cellular system you dont get hit with overage fees, you just get throttled unless you purchase more data.
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Jim16

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Here we go again.  "sign up for AT&T UNLIMITED PLUS.  "After 22GB of data usage, AT&T may slow speeds."
So Exede is also unlimited internet, just as Gwalk said.
If you can get ground based internet, then this has been a total waste of everyone's time.
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Brad, Viasat Employee

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Just a point to clarify. If you can get AT&T you should not be getting Exede. They will have that offer on their website but it won't be available everywhere. If you live in a reasonably populated town, you probably can get the AT&T offer, if not there's a good chance that they can give you the TV part of the deal but will offer Exede as the internet option. DSL companies (like AT&T) and Cable companies (Xfinity, Time Warner) tend to neglect the more rural areas due to a lack of revenue vs the cost to expand in those areas. 
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Bud

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Now up to 25.2 GB. I did watch a couple of short videos on Facebook at 11:30pm last night, then I assume my Free Zone kicked in at midnight.
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Bud

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Now up to 28.9 GB data usage  3.7 GB while unplugged.
unplugged for almost 12 hours.  Unplugged 12:30pm to 11:44pm. Saturday June 3,2017.
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Bud

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Now up to 38GB and according to Exede it's all my fault. Amazing! Less than 3 days. No big videos. One-half gig of uploads.
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J&J

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This is all very interesting but if you are still unplugging the SurfBeam modem, we'll have to wait until you actually leave it powered-on for 24 hours, Ethernet cable plugged in or not.

You are not getting an accurate indication because your modem cannot fully update. 
If you continue to unplug the modem, let's see if you go into a data restriction when you pass your priority data limit (as indicated).
 
(Edited)
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Tim Spake

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Will you owe,them for this?
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GabeU, Champion

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Will who owe who for what?  
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J&J

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No, but speeds will be greatly reduced until new monthly period starts or more data is purchased.

 
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Bud

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Hit 70%. Modem plugged in, Ethernet unplugged, no other devices! So there must be a glitch in there system. They gave me 5gb back. Whoopee!
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Bud

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I was not even home!
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Lea Clark

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Hi, Bud. If any of your devices are left powered on or connected when you're not home, you can still use data. But if everything was powered down, it shouldn't. If you're able to turn off everything that connects to the net (this includes things you might not normally think about : roku, smart TV, smart DVD, game consoles, or anything else in addition to turning off the WiFi on a smartphone) for 24 hours, while the modem is still plugged in, someone should be able to help isolate who or what is using the data. Do you, when you look at available network connections see a guest connection available on your modem or router? If so, that connection can be disabled in the router software, or you can set the connection to be password protected, if it's not already.
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Bev, Champion

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It seems many here are unclear on how the modem reports usage. it IS NOT at the moment real time reporting. It usually reports within 15 minutes but, can take up to 24 hours to report usage and, get it to the usage total.

As such unplugging the modem is one of the worst things you can do.

Say you used 3.5 GB, then immediately unplugged the modem. It may have reported 1.5 GB but, was in the middle of sending a 3.5 GB used report. so, several hours, or a day later, you plug it in again, and use another 3,5 GB. Now the modem will send both reports, making a total of 7 GB, plus the 1.5 GB it managed to report before you unplugged it, so, it tells the meter that you have used 8.5 GB when in fact you used 7 GB.

Disable each device's ability to connect or, (if you have one) unplug the router, when not in use, don't unplug the modem.
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Gwalk900, Champion

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Hello Bud,

Let me start off by saying that I have "no skin in this game" due to the fact that I am a HughesNet user. I am however an old duffer that likes computers and networking and enjoy the challenge of a "whodunit" which is exactly what tracking down a data loss issue is.

Networking is as much Art as it is Science. There can be some very strange twists along the way and the answer is always in the last place you look. The path that take in the act of "discovery" is a result of checking off certain key points along the way.

There can be some strange happenings in networking, very strange. How quickly you can discover the root cause depends on the "tools" you have available.

The Hughesnet forums as a filled with data loss issues as the Exede forum. It really, seldom is a case of "my ISP stole my data" which seems to be the easiest thing to pin it on.

It is possible for your ISP to "eat data" and it really isn't that hard to prove .... and prove you must ... but there is a procedure that will prove/disprove if that is the case.

The thing is, both Exede and Hughesnet (very, very similar architecture) rightly make the assumption that they are innocent until proven guilty. I say, rightly, because there are more things on the user end that can go "wrong" than on the ISP's.

Tier 1 & 2 phone support are script drive, very difficult to "progress" the issue. Its like talking to an old bull, who have to get their attention first.

Networking is a strange beast, let me give you an example of a real odd one.

A Hughes user was losing data. She was the Network Admin. Hubby had very poor habits that used a lot of data. She finally took some advice and got a better router.

She set Hubby up with some  ... limits .. when those limits were reached his internet access was cut-off. Problem was the data leak continued .... hummm.

Having purchased a better gave her the answer very quickly. Once Hubby's computer was denied access it started, automatically, looking for another connection. And it found one. A miss setting on a wireless printer allowed Hubby's computer to connect to the 'net back through the printer. How did she find it? By having a router that tracks data per device and identifies it by its MAC address.

It did not take long to cure after than info was known.

If you do not trust the data measurements provided by your ISP then you need proof and you need a counter argument to their claims.

Get a good router that tracks data.

If you have an Exede wifi modem, disable the wireless and use your own "good" router.

Doing that will isolate and identify where your data is going .. immediately.

You can then take that data and rather than call the lower tier, script driven phone support, you can instead create a topic here in the Community that is monitored by Corporate level Moderators that can cut the red tape, take your "proofs" and escalate to Engineering if the data supports it.

By a router, buy a good one. I have an Asus RT-AC3100. A little pricey but there are other less expensive models that have the Traffic Analyzer function. That will very soon tell you where the data is going ... your end or Exedes's end. It will provide you with the proof you need to make your case if its on Exede's, it will point out the culprit if its on your end.

The following is a repost of info detailing the Traffic Analyzer function. Give it a read.


  

Everything .. every bit and byte that goes through the modem, with one exception, also has to go through the router.

That one exception is failing Exede hardware that results in data used for re-transmissions due to errors with either the Exede Modem or the Exede transmitter receiver. Having a counter point to the usage claimed by Exede will give enough of an argument that if posted her in the Community will cause the corporate level Community Mods to run remote diagnostics on your equipment. Corporate "oversight" can do wonders compared to the normal "support" channels .. believe me.

Having said that, with the above exception, every data byte has to go though the router and if the router has the capacity to breakdown and report that usage you can see exactly what device is using what ..... and where. That will include some aspects of your network that you may not be aware of .... one overlooked device is printers, both wired and wireless.

Here are some screenshots of what the Asus Traffic Analyzer looks like:

Overall usage per day, per define period, per device:


Overall statistics showing time of usage occurrences:


Further, you can breakout the details of a single computer or device that will show hours of operation of that individual device as well as what applications and processes used data:


Anyone that has any question as to where their data is going truly needs to invest in a router that will provide detailed usage data including data that can be used by the router itself in the form of cloud and internal protective services that can be enabled:


There simply is more to a router and "networking" than many users understand or realize.


 


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Brad, Viasat Employee

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Bud please email us at exedelistens@viasat.com and we can look into this for you
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Bud

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Thanks, Gwalk. I kept the modem plugged in and unplugged the ethernet. My data  is now lowered to 47.9. Still too much. I'll turnoff my printers. I'll unplug the ethernet cable when I don't need the internet. I'll check to see if my Apple Extreme Router can do tracking. Than.s
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Bud

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I found a free SNMP tracker in the App Store. Real-time with speed indicator as well. To test the app, I unplugged the ethernet cable and the usage fell to zero. Thanks for the tips regarding modem updates. I'll keep it plugged in to AC and just unplug the ethernet cable when I don't need the internet.