Data used up quickly

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  • Problem
  • Updated 2 years ago
  • Acknowledged
  • (Edited)
Data reset today and in less than 12 hours over 16 GB used!  I am the only one home today and all I did was emails and a few websites to download a few word documents with no more than 3 pages each!  This has been happening from the beginning.  We have spent hours on the phone trying to get this fixed, has tech support onsite who replaced the satellite and still it is happening.  How can this happen.  Are we being charge for the satellite looking for the satellite?  Is so, it is a total rip off!  Freedom Plan is not available and even if it was, at this rate, data would be gone in less than 7 days!  This has been the worst service ever!
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Karen

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  • Really angry and frustrated!!!!!!!

Posted 2 years ago

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Old Labs

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Same reply as given several days ago at the following to save me some typing:

https://community.exede.com/exede/topics/been-on-vacation-with-modem-unplugged-and-data-being-used

Alternately you can go to https://myesvt.exede.net and login in with your Exede account credentials which will might provide some additional insight as to what's going on.

Or send an email to the moderators here (corporate employees outside of the normal support realm) at exedelistens@viasat.com - include your account and contact information with that email since your account here is not tied to your Exede account (do not post it here since this is a very public forum) and they can take a look and offer an explanation.

Since you've started a new thread it'll be easier for the moderators to locate and one may be along momentarily - new problem reports often get buried in older posts particularly when they've already responded to the original thread poster and marked it as acknowledged.
(Edited)
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Brad, Viasat Employee

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Hi Karen

There could be a number of things. A HUGE Windows and IOS update has drained a lot of data, there could be a number of other things. Feel free to email us at exedelistens@viasat.com and we can look and review this for you
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Lori Calderone

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The question really is why Exceed refuses to provide detailed usage to users--and I mean directly to users...not having to call and get some generalized information (looks like you did alot of this or that...). Exceed has NO CUSTOMER ACCOUNTABILITY, instead preferring to say the obvious (do you have a password for your wifi? adjust your expectations. bla bla bla...). SHOW ME MY DATA USAGE just like on a cell phone bill, and then I will consider to accountable to your customers.
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Christine Conrad, Champion

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Lori, the reason Exede does not show the detailed usage it looks like you are after is due to privacy concerns. Most of the subscribers, including me, do not want Exede logging every website that I visit. My eSVT provides you with usage by category, on a daily basis, for both the current month and the previous month. If you want to know more detail about your usage, install the free app Glasswire, it gives you very detailed reports, by website, and the number of MB used, on a daily basis.
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Brad, Viasat Employee

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Christine is correct. At a certain point it crosses from giving you information to straight up infringing on privacy concerns. A few 3rd party applications can give you the information you're wanting but as a provider this is probably as detailed as we're going to get with usage due to privacy. 
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johnny c

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Good morning Karen,

First does your router have a password?  We can't afford anyone accidentally/purposely using our WIFI.

If that is your issue than that will eliminate others from using your data.  If you have a password, consider changing it to a strong password, special characters, numbers etc, don't forget to write it down and keep it in a safe place.

I am going to paste something i just wrote on another thread because it basically could apply:

This concerns Expectations and Usage:


You live in a rural area, you are out of cell phone coverage, and really you don't have but one or two options.  Exede, or whatever the other one is, and they are both about the same in speed etc.

You have to change your expectations and what you can do.

I would never stream a tv or movie, you won't have the speed, maybe in spurts, but then you'll run out of data.  

I have had the classic 25 plan since it was offered and i generally do have the speed to watch DIY type 5 to 7 minute you tube videos, teach my courses on line, basically email and move Microsoft Office files around.

If i have some data left at the end of the month i'll watch portions of one or two jazz concerts.  I generally do have 2 to 3 Gig left the last two or three days.   I have the after midnight free zone, this is when my 5 computers do their updates.

I do have cellular service at my home and i use my cell phone data most of the time during the hours i get good speed, like now.

This is not cable, FIOS etc., you have to adjust or move.

I'm with you, I ask my students, How many Gigabytes did you use last month surfing the internet.

They have no idea.   They don't have satellite.

I hate to say   "It is what it is, but it is."

Concerning Exede Moderator comment on Windows Updates:

Really, data is data, but updates for all software is a fact of cyber/computing life.  Choosing between checking your email or updating your computer is like the Chicken and the Egg, and without a free zone, you are screwed.

I've got 5 or 6 computers, but i do update them after mid night.

Adjust the best that you can, because (in my mind) even after the 2nd sat is up there, there will be similar type issues.     Good luck.
(Edited)





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Lori Calderone

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The thing is this: Excede will not provide the detail of your internet use--though they can see it when you call customer service, apparently --or at least a lot more detail than a gas tank graphic. I agree with satellite you need to adjust your usage---you cannot stream the way urban users can. BUT, Excede should be providing data in a similar way to the cell phone bill: once you see what you are actually doing that is using all the data, you can adjust your usage. Having said that, most months my data gets used really fast, though I do not do more than facebook and email. So, I cannot and will not trust Excede until it makes may actual usage detail available to me. How bout it, Excede??? Once you do that, I can trust you, and make decisions about buying a bigger package. How bout it, Excede???????????????????
(Edited)
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Steve Frederick, Champion

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Lori, Exede does provide a very useful tool for use by its subscribers that will give you a better view of what your data is being used for. You can see by the month or by the day for the current month or the previous month. The eSVT tool is available to the direct subscribers of Exede, and not to those who have subscribed using a wholesaler, such as Dishnet or Directv.

https://myesvt.exede.net

Log in using your credentials that you use to get into the Exede Portal or Dashboard.
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Amiee Lee

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well I am totally scared now reading these im supposed to have service hooked up tomorrow cable is the only form of internet used in my area but they want 200 bucks a month for internet and cable have to buy the both and Excede told me I could STREAM and Im reading on all of these that streaming will take up all my memory, oh I dunno what to do , do I pay for the shitty speed and suffer with no movies or news anyway or waste my money and get this terrible internet that has a bad rating of . HELP ME PLEASE>?
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david, Champion

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Data is limited on sat internet. If you stream video you will use your data up fast and if anyone told you different they are lying. You need to do a crash course on what you are getting before you get installed and commit to a 2 year contract, the info is here and on Exede's web site.

I like Exede but I went into it knowing what I was getting and it's limitations. This web site would have a lot less complaints if people would read, research and understand what they are signing a 2 year contract for.

If you are getting a classic plan you will have so much full speed data (how much is in the name of the plan) and a LNFZ full speed unmetered data. Except during the LNFZ once you use up you regular data it will be slow enough to be mostly unusable. If you get the Liberty plan, you get so much full speed data (once again, how much is in the name of the plan) and after that you will see the phrase 1 to 5 Mbps thrown around but during prime time (5pm to 2am?) it could be unusably slow and if you read the details of the plan on Exede's web site that's what it says.

You also MUST learn how to lock your computer(s) and other devices down to stop any unnecessary and unwanted data usage.
(Edited)
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Karen

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I would say if you can get cable, get it!  It is much faster and you do not end up being lowed down to less than 1 mbps.  I end up with only .11 mbps on a regular basis.  We run Speed test on a regular basis and sometimes it is too slow to even run the test.  We cannot get anything but satellite, and it appeared that Exede was the best option. Again, if you can get cable, get it!
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Karen

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We do have security on the router and a guest log in with security as well.  I really believe it has to do with the satellite system being used.  Though today, I checked and I now have all 30GBs back, so I believe Exede may have actually checked it and found it to be on their end instead of our end.  This is the first time they have replenished our data, which is nice.  

Thank you for your suggestions and thoughts.  We do not have after midnight free access.  I guess it is the plan.
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david, Champion

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Actually I've seen it do that with no intervention every once and a while. We've got a decent amount of free data over the years.:-)
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James

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if using windows 10 check this article out  https://www.cnet.com/how-to/monitor-your-data-usage-in-windows-10/
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Steve Frederick, Champion

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While Windows 10 does have this feature which shows Microsoft's interpretation of data usage in the previous 30 days, it does not consider data used by system or Windows updates in this time period. I guess this all goes back to the fact that the Microsoft team doesn't know, or care, that there are many of us who are on limited data plans from our ISPs. My usage in Windows shows that I have used 3.4 GB in the past 30 days. However, I have had two Windows 10 updates, one the Anniversary update, 4.5 GB, and one yesterday to fix some of the bugs in the Anniversary update that was 855 MB. My router, Glasswire and the Exede meter are showing that I used around 8.7 GB. I guess that the Microsoft team thinks that their update date should not be considered as usage, however, your ISP does count it because after all, data is data.

Just to clarify, I only used my laptop on the Exede network during the past 30 day period, I have not powered up  my desktop, nor is my smartphone allowed access to my wireless network.
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James

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that's weird because when I done the windows 10 updates they do in fact count for it on the built in useage graph, even shows what app or programs are using the data and how much it uses. also most routers have built in meters as well showing all the traffic up and down stream.but never hurts to have a 3rd opinion as far as the useage goes. also after the newest updates Cortana can not be killed off at least no one has seemed to figure out how yet. I will just go back to windows 8 if need, that alone would solve a lot of problems.
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Steve Frederick, Champion

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James, are you using the Windows 10 Home Edition or the Pro? I have the Home Edition.
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James

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shows home edition but not sure, most likely the most updated
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BigMattock

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Just use Linux. I recommend Linux Mint.
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Lori Calderone

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To the responder who said there is a detailed data site for customers who buy directly through excede, I do, and no, there is not.  So some of you may have special stuff, but not all of us.  not helpful. And to those of you who tell us to read, many of us do know how to read. the issue is disbelief, potentially quite warranted, in excede's data clocking.
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Old Labs

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Simply monitor your usage through your router if it has any usage monitoring features built-in (note te use of the word "if"). Barring that, independently monitor you usage using a third party application.

Either approach will allow you to verify the accuracy of the Exede Usage meter or not as the case may be.

The MyESVT tool "should" be available to all direct residential Exede subscribers to at the specific link provided above (exceptions are business plans and those subscribing through any wholesale channels, possible Wildblue subscribers also).

Even then the "detailed" statistics aren't so detailed - instead breakdowns by generic categories of usage are provided and aren't particularly useful in determining exactly where, how and when data usage is being consumed.

You're best bet (barring having a very high end router/firewall - read that as $$$) is independently monitoring through a third party application. I'd offer a recommendation for Windows but for fear that your reply would simply be I don't use Windows. Identifying your particular environment will yield some targeted advice (not providing it, is similarly not helpful). Disbelief often becomes belief... but not always.
(Edited)
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Karen

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Does anyone know of a good data use tracker, please let me know.  I am on a Mac computer.  I want to be able to track it myself so that when I am told it is something we do not even use, I can have some way to prove that they are incorrect and maybe get this taken care of once and for all.

Exede keeps telling my I am online gaming and using Netflix.  We do not use online gaming! We do use netflix and have it on the lowest resolution so that is uses 1/3 the data.  We do not use it often as it does not work most of the time.  When speeds are at .11, getting email does not work sometimes.  We pay for the highest plan, and when 35 GB is used in less than 4 days, that is just crazy!  Also, after complaining on this forum, I got back home after being gone for 4 days, and I can no longer log onto my account.  It says I no longer have access.  I find that a bit weird, and now will have to spend more time on the phone trying to get things taken care of.  
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Exede Lindsey

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Hi Linda,

I’m sorry you feel like you’re being ripped off, I can assure that is not our intention, we here at Exede value our customers and strive to provide the best service. I would be more than happy to review your account and provide the categories to which your data is being consumed. Please send us your account and contact info to exedelistens@viasat.com  
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Michael Campbell

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Rubbish Linda, I know what habits I have and what data using platforms I have and I never experienced this problem with Hughes Internet. Too many people are reporting the same problem for this to be for us not understanding where our data usage is. You might sell that to folks who are lemmings and are used to being told what they want to hear and not realizing how badly they are being suckered. Verizon is much more reliable and honest in their business dealings.   
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Lori Calderone

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Excede should be providing the data to the user. Concerns about privacy (one of the champions claimed that is why not), give us the right to sign a waiver. Excede needs to be accountable; or change its cost model; or risk losing customer the moment there is a better options. It's America--there will be a better option at some point and customer loyalty to excede will not be great....
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Christine Conrad, Champion

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As soon as as better internet option becomes available, most customers will switch to that provider, just as you said. Exede is only intended to those of us who have no other options. And yes, this is America, and the privacy rights law is in fact a real thing here. Verizon used to provide detain in data usage, but has since switched to just providing the data usage report in broad categories. If you want detailed usage reports, install the software on your computer, or even better, purchase a new router with the reporting function included. They are available with reports by device and what websites are visited.
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Gwalk900, Champion

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Lori,

Your ISP supplies data .... available at your Modems LAN port.

How you wish to "spend" is up to you.

Tracking could be compared to stalking.

You do have at least two options.

#1: Buy a router that tracks and reports usage by category and device. Here is mine, an Asus RT-AC3100





#2: Install software on each computer and device to track their usage. Here is one I run on all my Windows machines called Glasswire:

www.glassire.com

It has a free version that works very well:





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Karen

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it only shows the usage, meaning total mbps used, but it does not give you detail of what it is being used on.  So it is not helpful at all when trying to figure out where the data is going to.
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Old Labs

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Karen,

You might have better luck over in the Mac support forums. I've see few if any suggestions here for the Mac platforms. Unfortunately I can't make any solid recommendations since I'm strictly Windows as are the majority here it seems. But some have mentioned BitMeter OS supporting some Mac platforms:

https://codebox.net/pages/bitmeteros

Again it just supplies counts by the looks, but might be useful for comparison against the Exede usage meter claims. A Google search shows nothing that stands out for Mac environments (at least nothing that stands out like Glasswire and Networx in Windows environments in digging deeper). 
(Edited)
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Michael Campbell

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Karen, I have been fighting the same battle for 16 months now. From day one the data use has always been extremely high and for no reason. I previously was Hughes and NEVER had this problem the only reason I switched was for a lower cost plan. Well I am going to switch again to a Verizon 4GLTE internet plan that according to my nephew who installs home theaters/alarms/internet etc is the best he has personally ever had. Exede is nothing but a rip off and the charge of $15 for every month I break the contract is excessive but better than putting up with the inferior service. Good Luck
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Karen

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I was finally able to get on the Freedom plan with 150 GBs per month and even though it is still being used quickly, I have enough to get through the month.  I also pay for the 25 mbps router, though it seems that we are lucky to get 11 mbps.  I have not been happy with the service or the technical support.  At least now I have better service than I did.  I still cannot fathom how 30 to 40 GBs can be used in less than an hour and believe it was a system error on Exede's part. It has not happened again and the most we have seen used in a day is 10 GBs, which is still more than we actually are using.  Keep watching for the Freedom plan and get it if you can as it has helped a lot!  Good luck everyone!
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Matt Brown

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I've been waiting for the Freedom plan since being told in July last year that it would be available here by the end of the year (last year, that is!). Still nothing here. And today is the first day of our data reset, and it's used 12.5 GB already, even with us not home! (We've been out of town visiting family. We head back tomorrow.)
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James

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curious to know what they say Matt if your equipment is powered down and you are out of town .
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Steve Frederick, Champion

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If the modem was powered down, the readings you will get by checking usage with a separate device will show the last usage reported before the modem was powered down. The data reporting is done within the modem itself, and not in equipment located at the ground stations. Once you power up the modem, it will report the correct usage, although it will probably take at least 15 minutes to an hour.