Data usage spikes

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  • Updated 3 years ago
  • (Edited)
My data usage keeps spiking even when I am not using it and after several calls to EXEDE customer service and two months of this, no one can tell me why except keep blaming me for all the usage!!
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ARIEL ALEXANDER

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Posted 3 years ago

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Knight Rider

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Hey Ariel,

Send an email to exedelistens@viasat.com with your account and contact info referencing this post. One of the social media members will call you and look over your account with you and see if they can figure out what's going on.
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Richard Wilson

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You must use a password on your router.....even if you have one now, they are easily "hacked" it seems, so first action should be to change it and see if that makes a difference.   I live in an isolated area, but wifi can travel a long way and others seem to have been using it, even secured.  It's inconvenient to reprogram wifi devices but it was worth the effort.  We're using less data. 
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Bobbie Blackman

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This in house help is beginning to be the exception instead of the norm. I Thought that was what a forum was about. Good answer Richard that might help some of the people cruising here if not Ariel.
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Jack Prindle

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Join the club, many of us are experinecing the same thing. That is why most of us are documenting the issue, contacting each other sharing this information, and contacting your state attorney general consumer fraud division and the United States Attorney Office, supplying your documentation and evidence. Would not be surprised if Exede does not correct us, to see them In The news facing prosecution .
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Exede Lindsey

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Hello Jack, per your email interaction with Exede Diana, shehas requested for you to send your documentation for us to further investigate your
LNFZ data issue to which she is still waiting for. Please send requested documentation. Thank you
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Jack Prindle

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I have sent information in and provided information over the phone on several occasions. Not sure what else you need me to provide.

The data usage amounts I am calculating are substantially less than the amounts your application calculates.

Numerous times I have recorded data amounts on your app at midnight, started updates and downloads, only to find that the amounts of data used between midnight and five am where added to the data amounts on your app.

When throttled, several times during throttling normal download rates have not returned until around two in the morning.

Don't know how much simpler I can make this.

Thanks,

Frustrated,
Jack
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Diana, Viasat Employee

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Hi Jack,  Your issue has been escalated and I am waiting for a response.   I just wanted to keep you infomred. Thanks so much for your patience.  Exede Diana
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Bobbie Blackman

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I screen shoot mine twice a day, have it all dated and in a folder.  I don't know about the rest of what you say, I'm happy, havn't lost any data in awhile.
(Edited)
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Exede Lindsey

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Hello Ariel, sorry to hear about your data issues, I would be more than happy to review your account and see if we can identify where your GB’s have been used for or if there is an internal issue causing your data depletion. Please send your account and contact information to exedelistens@viasat.com. Thank you 
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Steve Walker

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I have been losing data for over a month and been data capped twice. Still no answer as to why other then its a issue on their end.
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Amanda Fleenor

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I am having the same problem. 70% of my usage gone in 16 days. We don't have a router, no web camera, no online gaming, no youtube, no massive uploads or downloads, don't stream or watch videos. I was told my usage was general web browsing. I don't know how. We didn't use this much data when we were snowed in and on the internet ALL the time. I chatted with one woman who kept giving me the run around.
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Ronald Behnke

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I have the same problem
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Exede Lindsey

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Hi Ronald, I would like to help you resolve your data concerns.  Please send me your account and contact info to exedelistens@viasat.com Thank you for your patience.
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Knight Rider

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Look everyone I get its frustrating to be paying for internet and then not being able to use it as Mich as you think you should be able to. Send the moderators an email so they can help you figure out what's going on or send your information to the viasat engineers so they have more information to help figure out what's going on with their counting systems.
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Bobbie Blackman

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Knight this is a public forum, set up for exede customers to share there concerns good and bad. If they don't come here there is no where else to go, Maybe they need suggestions from others or just need to vent. Again this forum was set up for them and the Tone and atmosphere should make them feel comfortable and welcome not feel like they are bothering someone, and the term '' look everyone ''  does just that. You are not the only one here, 
(Edited)
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Knight Rider

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Bobbie, you have it all wrong, I am here trying to help and willing to help in anyway I can. Also by all means I don't want anyone to stop using this forum and talking about what's going on. I just want to make sure that everyone get the help they need hence why I said make sure you send the email so that exede can review your usage with you and if need be esclate to the viasat engineers to look deeper.
(Edited)
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Susan B

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What Bobbie is saying knight is as soon as a person gets here you show them the door threw the help e/mail. This place is just what boss wanted, Someone to shot the customer to one of the op's and that way there will be no ill will. The forum will be nice and Quite with out problems. Or anything else. Thats not the way it was set up, People have been chatting back and forth and you stepped right in the middle directing them to op's. You don't impress me. Everyone have a wonderful  day
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Knight Rider

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Anyone can talk back and forth all they want and I'm here to help too...but when it comes to your data issues the only ones that see where your data is going and fix an issue on the viasat side if there is one is the social media team. In order for them to do that you need to send them the email with your information so they have accounts to look at to try and figure out what's going on. You can look at all the reports from the system side that you want but best way to see what's going on in real time is to get actual accounts look at.
(Edited)
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Susan B

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We all know that night you're doing a wonderful service. Keep up the fantastic work.
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Steve Walker

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It seems like Exede has decided to stop staying  in contact with me.  I have not heard from BEau in several weeks, no emails or returned phone calls.  I contacted lindsey about 5 days ago, nothing returned.  I was talking to Engineer Neil, have not heard back from him in 4 or 5 days now.  I still having a problem, I am still restricted again.  This company is a freaking joke wit their customer service and support, but since I live in the boonies, what can I do?  Hughes net is no better. But I feel Exede is forcing my hand to switch companies. 

  It is all well and good for a few customer reps to get on here and make it seem like the company cares, but the data loss issues have been ongoing for at least 6 months form reading past posts. Beau even stated to me that it has to be something on Exedes end, Why is there no corporate response to this? Why is corporate taking forever to address the issue?
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Starring Matter

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They seem to be working pretty well with people on getting it resolved when it is on exede's side.  A number of people have posted back and say the issue is resolved.  Perhaps the issue, in your case, is on your side, and you refuse to see it?

That's the big problem with forums like this, for your privacy, Lindsay and Beau and Neil can't post your conversations for everyone else to see.  You get to keep complaining, but they can't counter back with the facts (as they seem them.)
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Jack Prindle

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I have had exactly the same experience as you. Beau said there was a problem, and that they would insure I was not throttled, when I became throttled no comment corrections or response. Submitted another request and Lindsey said she would get back in two days, I never heard back from everyone and the problem continues. This leaves us, the consumers very frustrated, and with the impression that we are becoming the victims of fraud. The data rates we are being charged for are NOT close to being accurate, yet no movement to correct or make good this problem. No correspondence back after issue is "escalated". Frustrating!
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Steve Walker

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Jack I agree. Extremely frustrating.  And starring matter al I Want is the service I pay good money for. When I have a problem with that service I expect it to be handled and taken care of in a professional and expedient manner. I dont expect run arounds and empty promises and for the company to continue to bill me for a service that I am not getting.
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Exede Lindsey

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Hello Steve. I would like to follow up  with this data consumption issue. Would you please send an email with your account and contact information to exedelistens@viasat.com so that I may look into this matter for you and update our findings. Thank you. 
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Steve Walker

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Will you have anything different to tell me other then the previous two people?  Where is Beau or Neil?  Dragging a third person in on this is a bit much.
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Knight Rider

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I know you guys are frustrated and I would be too, I have an issue with a company totally unrelated to this but I'm not getting the results I want either.  In this case though I know they are working on your guys' issues.  You have to remember that being a big company like they are they are limited as to what information they can give out by their legal dept. as far as changes and things going on in the background along with some stuff that just don't need to be public knowledge like what systems they are having issues with or replacing/ upgrading.  That being said though I know they are taking these matters seriously and are working to get them resolved as fast as they can but things like this take time. At this time though yes it would be nice for them to post an update as to if they are making progress on your accounts or how much longer they think till the will have it resolved but again that go to the legal dept as to how much information they can divulge.
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Jack Prindle

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I wish I shared your optimism. I also am interested on how you know they are working on the issue. All I get is run around, and no answer. I believe if they truly have an issue and are working on it they would insure that their customers would not suffer during the time it takes them to correct it, however the data consumption continues at impossible amounts, data being counted during "free zone" time, and all this results in throttling, which again punishes the paying customer for an issue which is the providers, not the customers.
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Steve Walker

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I filed a complaint with the FCC. 
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Bobbie Blackman

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And?  does your internet work any better?
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Darcy LaFleur

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I was having the same issues and I spoke in person with a rep.  They showed me graphs and fed me a line of BS.  Needless to say after 6 months I am CANCELLING my Excede, am willing to pay the $15/month for the remainder of month on my contract.  I have a new satellite company in my area that my neighbors are RAVING about the service.  THE OWNER came to my house to take a look at the area and what would work best.  Same amount of money per month for 500gb of service at a better upload AND download speed!!!  500gb!!!  For 6 months I've been the only one using the internet as I am in an online master's degree program.  According to Excede I am burning through my 20gb in 10-15 days.  I save all of my uploads and downloads for when I go to work so I know this is BS.  Thanks to my new internet company my family can finally use the internet too!
BYE BYE EXCEDE!! 
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Darcy LaFleur

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Oh and by the way EXCEDE is happy to take your money but if you cancel they will not prorate the remainder of the month.  This place is such BS!!
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Exede Lindsey

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Hi Darcy, I am truly sorry we did not live up to your expectations, we need to do better.  Please let me know if I can be of assistance in any way
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Aima Whitbeck

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I have an issue as well. My new cycle started yesterday, May 20, and at 5 am this morning I received an email that I have used 70% of my 10gB. Called customer service and was told that data was used up between 6pm-10pm via wifi (our phones). We have 3 iphones at home and 2 out of 3 where definitely not using wifi, so possibly one, but even so, we barely use up our 10gB of data via AT&T with all three phones in a whole month, how is it possible that we used up 7gB in 4 hours? with no downloading, no itunes, possibly just facebook? Total BS I agree.
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Steve Walker

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Thanks Bobbie I am hopeful
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Bobbie Blackman

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You have been treated kinda of crappy and no one said anything. The thing of coming in here and getting help in a respectful manner is questionable in my eyes anyway. You need to keep ringing beaus bell maybe he will help.
(Edited)
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Exede Lindsey

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Hi Aima, I’m sorry to hear about your recent data issues. Please send an email to exedelistens@viasat.com with your account and contact contact info.  I would love to help figure out what has caused the spike in usage. Thank you 
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Ronald Behnke

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exede has over billed me  IT WILL TAKE 7TO 12 DAYES TO CORRECT IT THEY HAVE  MY MONEY AND WILL TAKE 12 TO 23 DAYS TO REPAY MY MONEY
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Exede Lindsey

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Hi Ronald, I would love to help resolve your billing issues as soon as possible.  Please send an email with your account and contact info to exedelistens@viasat.com thank you for your patience.  
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Larry Arndt

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Just came from hughes net or  *%$#@%& or what ever you want  to call it. There's alot of things on your computer that can drain a satellite system real quick. like automatic updates.To put it bluntly the service I just left  sucked .Last week 1 1/2 day with hardly any  stable connection. I use the net for worked related  stuff and I need it to work when I need it . That was the end of hughes . I can tell you my service is 3 x time better than H.N. ever could dream of.  Up and down load speeds 3 to almost 4 time that of  HN and over exede  advertised speed.I thought data seemed to be higher but lets face it I can do alot more surfing in the same amount of time due to the better service with exede and use less on hughes because of  inconsistent connection and you think exede  support is bad wait untill you have to deal with hn support and the people that installed for them who cut my dishnet cable and left me with no tv , when they returned to fix it  they just left the cable laying across my yard and did not bury it. Thats my 2cents.  I could  go on more but  nuff said
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Aima Whitbeck

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Ha, so Excede Lindsey added 9 gigs to my account, was going to call me back the day after Memorial Day once they "look into what's going on..."  I am still waiting. Got an email this morning that my payment didn't go through (the card they had on file expired)....good thing it didn't go through! Instead of my monthly $60 they wanted to charge me $150!!!! Looks like I got charged for, then fee waived for the first extra 9gb, then another 9 gb were added a week later and they are charging me for that. Not cool, Excede, not cool at all!
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Exede Lindsey

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Hello Aima, I reviewed your account and the credits that I applied for your account actually went through. It looks as if more GB’s were been purchased on your account later. I will be sure to contact you so we can figure out where the extra GB’s came from. Thank you for posting.  
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Aima Whitbeck

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Correct. I had no contact with anybody else at Excede after speaking with you, so no idea where the 2nd addition of data came from. One thing for sure, I will not be paying the current bill until it has been adjusted back to my original monthly payment.
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Exede Lindsey

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Aima, it’s understandable, rest assure we will get this taken care of as soon as possible. I need to do some investigating on my side to get some more information on the extra gigabytes. Talk to you soon.  
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johnny c

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Excde definitely has some personal/training issues.  A similar thing occurred to me about 7 months ago, the rep said i'll give you 5 gig, i said ok fine i may not use them but thanks.   When i checked my bill they had charged me for it.

After a lengthy, somewhat frustrating  phone call explaining that the rep gave me the 5 G, check my useage, i didn't even use it, why would i buy it yada, yada, yada.  A month later they deducted it form my next bill, no credit or refund.

Incompetence continues.

On another note, my service has gotten more reliable, faster (relatively), and without it would basically be without internet.  Have to go to Verizon home hub, which is getting more affordable and not affected by the weather.

Microwave where are you?
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Exede Lindsey

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Hi Johnny, I’m sorry to hear you had to go through such issues concerning your usage and gigabytes purchased.  We are continuously improving on customer interaction.  Please let me know if I can be of assistance in any way. Thank you. 
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Jack Prindle

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Three times now exedelistens personnel have admitted problems with the data calculations, and promised to get to the bottom of these issues. Three times they promised escalation to correct the issues. Three times I never heard from them again. The same issues continues. Each time we start all over again with an explaination of the problem, and analysis. Again nothing has ever been corrected. This has led me to the conclusion that the exedelistens personnel are merely lip service calming agents, and the real issues continue to be unresolved. My documentation of these issues has become quite extensive, with the hope that the noise may be heard by Exede executives, who will finally correct the issues. However so far there has been no movement on the correction of these issues at all, which forces people to collect and document information and turn to regulatory agencies for relief.
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Jack Prindle

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Same situation here, however they are the only game in town for me, which makes this even more of a fraud issue!
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Knight Rider

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Jeremy, do me a favor if what you say is true then send exedelistens@viasat.com an email with your account and contact info and explain to the the issue. I realise you canceled your service but send them the info so it can be escalated to the ViaSat engineers so they can look into it and see what happened.
(Edited)
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Jeremy McFadden

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Knight, I'm through trying to deal with Exede, they've proven they have no intention of fixing the issue. You can email them a copy of my previous comment along with the phone number on the account (501-733-2198), they can use that to look it up.
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Exede Lindsey

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Hi Jeremy, I am truly sorry we did not live up to your expectations, we need to do better.  Please let me know if I can be of assistance in any way. Thank you. 
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Jeremy McFadden

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Lindsey, all I ask is that we wash our hands of each other. Don't try to get another dime out of me, I'll consider the matter closed and won't mention it again, to anyone.

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