Data reset started today, now it's already gone!

  • 4
  • Problem
  • Updated 4 years ago
  • Acknowledged
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

Are you kidding me!
The data reset started today, but when I woke up, things are already moving slow!

1st e-mail saying, (9:31 A.M.) You've used 70% or more of your monthly data allowance.
2nd e-mail saying, (10:25 A.M.) Your account is now in data restriction.

Now I used it last night during the FREE ZONE, which the policy says doesn't count against
your Bandwidth for the month. Clearly it must have!

And this is not the 1st time this has happened!
Photo of bob

bob

  • 31 Posts
  • 12 Reply Likes

Posted 4 years ago

  • 4
Photo of Staci

Staci

  • 4 Posts
  • 3 Reply Likes
I would just call them and tell them the problem. You are suppose to get 5 Gb free per month but you have to call and ask for it to be applied to you r account. Maybe you can ask them for more Gb complementary since they have made a mistake? We had the same problems at first and found out that the guy that installed our dish totally did it wrong and they sent someone out to fix it. Now it works much better!
Photo of Staci

Staci

  • 4 Posts
  • 3 Reply Likes
Well, all I know is we called and asked an installer to come out and fix the satalite. The customer service lady said do you want your 5 Gb for this month now as well? ANd I said, HUH???? and ever since I have gotten 5 Gb for FREE every month. I always call as my data runs high and request it. In fact I will call them today and get it. Maybe you can inquire with them about this. Hope you can get it too. I don't know why you wouldn't. It may have something to do with how many complaints they get and are trying to do something to make customers happier?
Photo of Bobbie Blackman

Bobbie Blackman

  • 392 Posts
  • 304 Reply Likes
Ok Kemberly what's the deal on the free 5gb.  Come clean now.   :) :)    ty Staci
Photo of Mary Rogers

Mary Rogers

  • 18 Posts
  • 13 Reply Likes

Yes, and that lasts about a second.  It's all such bs and they are such crooks.  I am so sorry that you all are still stuck with this horrible service.  We finally moved to a place where we can get another service.  We have tv, internet, and a security system for less than we were paying for Exede.  Now they want us to climb up on the satellite and get some transponder and send it back or they will charge us for that.  I have never seen such shoddy business practices in my life.  They prey on people that are in rural areas and have no choice but to deal with them. 


Photo of sean

sean

  • 3 Posts
  • 3 Reply Likes
I also am having huge issues with Exede registering huge usage that I know is not happening. On average I have used less than 5Gb per month for nearly 2 years. All the sudden last Friday working from home the performance became so slow I could not function. Did the usual hard reboot a couple times then went to the website using my phone and cell signal (what a pain) to find all 10Mb were gone. I called and was told a lot of data was used on social media. I don't to FB or any of those silly apps. They then told me Exede is offering 6 "tokens" of 5Gb each that can be added to the account with a phone call to Customer Service. I said something is wrong with the system however I need to do my job so please add the 5Gb. That was Friday at 3:30 pm I left at 5pm and did not return home until Sat. 6pm. No internet connected devices in my home while I was gone. Sunday I listened to Pandora for a few hours and did some Amazon shopping. At 9am Monday the same performance issues as on Friday and when I checked the 5Gb were gone. So I opened a trouble ticket with Technical support ( they say up to 72 hours to respond) nice service. Also burned another token because I need to get work done. Something is definitely wrong with the system and its data meters. Interesting these 6 tokens are out there - when I asked why I was told it was to promote the new website. I have never seen such a mess when it comes to website management as with WildBlue and Exede. Come on!

When I look at my usage today the meter says I am maxed out at the 15Gb so I have no idea where things really stand on the 20Gb I am supposed to have thru the two tokens I requested.

I am one of the rural slaves to satellite internet. Wonder how Hughes systems work????
Photo of Steve Frederick

Steve Frederick, Champion

  • 2737 Posts
  • 1717 Reply Likes
Hi sean, first of all, HughesNet Gen4 has many problems, as reported by users and ex-users of them. Getting a handle on data usage is a something that most new to satellite users have to learn. There are many things that may be eating up your data, running in the background of your computer or connected smart phones. I would suggest that you take a look at the thread elsewhere in this forum about data usage, and you should get some great suggestions to tune up your system. Here is the link.  https://community.exede.com/exede/topics/data-usage-tips

Data hogs are Windows 8.x, cloud services, auto updates, smart phones. If you want additional help with finding out where you data is going, send an email to exedelistens@viasat.com with your concerns. The Social Media moderators are a great help with issues like you are having, and you will find that you get much better response, and help, than if you call CSD on the phone, or try to file a ticket on the exede.com website. I hope you get to the bottom of your data consumption very soon so you can enjoy your internet.

Have a Merry Christmas

Steve
Photo of JrzyJin

JrzyJin

  • 10 Posts
  • 4 Reply Likes
I can't speak regarding your particular case, but I do know there was some form of maintenance last night that had repercussions on account data.  For example my own account had its' data counter completely reset, but the bandwidth I had acquired days earlier had "magically" vanished.

Also, I'm not familiar with the logic behind the exede networks, but from what technicians have told me (conflicting reports, so validity is suspect) the data isn't queried from the SQL server in a simple manner.  Some updates/syncs are tied into account logins, others update in real time, others are updated at set intervals.  Normal technicians are not explicitly privy to these nuances and are simply told to "give at least <x> time," "[logout and] login," and "try again."  If this is all true there's probably some awkward (and possibly complicated / hard to debug) SQL functions supporting the syncing between the user tables.

So, it might be possible the emails were simply queued up cron jobs or the like and were just executed, thus its possible (though very unlikely) that logging in and viewing your data usage may yield a different result.

Personally I'd put my money on maintenance side-effects or a stray <download/program/product/peripheral> using bandwidth.

Also the free GB giveaway allots each account a predetermined "total" from which you can acquire 5GB blocks torwards your usage limit from this total.  You'll have to inquire as to what your total is.  It's not 5GB per month explicitly, as one technician told me a story about a guy who went over his 25GB/month limit, used up his 30 or 40 gigs of giveaway blocks, and still ended up buying either 20 or 40GB more.  So you aren't limited to only 5GB/month.
(Edited)
Photo of bob

bob

  • 31 Posts
  • 12 Reply Likes
Just chatted with Online Service, and this was the reply.

Carrie R: Thank you so much! I have had a chance to review your usage and as you stated, it was put on during Late Night Free Zone. What I can do is go ahead and add more data to your account.

Carrie R: Now, I am not seeing anything with the modem that would indicate an issue. What I can suggest is that you monitor it tonight, if you use it and if it is going up, call into Technical Support, 855-463-9333, to see just what it is doing.

Me: And if this keeps happening every month?

Carrie R: It shouldn't etc....

Waiting for the data to be add now, so far it's still Maxed-Out!
(Edited)
Photo of bob

bob

  • 31 Posts
  • 12 Reply Likes
Now it's at 50%!
You'd think it would be reseted to 100%, since it was their error!

[And I Quote:]
Carrie R: Thank you so much! I have had a chance to review your usage and as you stated, it was put on during Late Night Free Zone.
(Edited)
Photo of JrzyJin

JrzyJin

  • 10 Posts
  • 4 Reply Likes
I don't really know if it's worth it to you to pursue, but if the problem was admittedly in their systems, and there were no other influences in their decision to refund 50% of your limit, then you might want to get a second opinion.  Me personally, I would contact them again and request a more appropriate percentage reimbursed, or a solid reason as to why I'm only receiving a 50% reimbursement, or escalate the issue beyond normal tech support so someone with more authority can approve a larger amount.

Sometimes that right there really is the issue.  Lower level technicians don't have the "authority" to approve certain remedies.  If the client will be "happy" with a particular solution the issue isn't escalated.  I worked as a level 3 technician for Dell in the past (mainly helping other technicians resolve problems they couldn't and the intranet's knowledge base and problem resolution wizard couldn't), and I can tell you from experience that sometimes the people answering the phones/emails need more help than the people at home.  Also sometimes preventing an escalation can be the goal of a technician.  People are human though, so be understanding, and don't judge a company SOLELY based on single experiences.

While keeping those very human concerns in mind though, the goal of the company is to make you, the end user, happy.  Trust me, nothing yields more business than happy customers, and they definitely want your business.  Even Michael Dell (of Dell Computers) would get on the tech support lines and take phone calls from time to time.  Even if he's a total jerk (which I don't think he would be and still do stuff like that) it still shows that the company was making a visible effort to show people they wanted end-users happy.  Exede/ViaSat is no different.  They want you happy because in turn happy people make them money.

So, if you're fairly confident the data usage didn't come from a stray on your end (such as their systems registering throughput starting during the free zone but continuing beyond it, even when your modem wasn't active, and they only refunded "roughly" what was used during the free zone instead of the whole chunk which was all their fault), I'd see about speaking further with someone, because you may end up with something that makes you happier.  One time during a database migration, we ended up ruining something like 10-15 end-users records, and let me tell you, at the end of the day, those guys made out like bandits.  As long as the person handling your case is awesome, you're gonna get awesome, because it's better business.
Photo of Me the customer

Me the customer

  • 41 Posts
  • 22 Reply Likes
I just paid my bill yesterday also.  Today, slooow!!  I still have not gotten any answers from Exede as promised!!  What a sad and deceitful company in my opinion!
Photo of Bobbie Blackman

Bobbie Blackman

  • 392 Posts
  • 304 Reply Likes
Me yell for Kimberly here she will help you.
Photo of Me the customer

Me the customer

  • 41 Posts
  • 22 Reply Likes
I did have contact with her several times over a month ago.  Said she would help.  Nothing yet!!  I have issues with the installer and the use.  She only mentioned that she sent part of the info to corporate.  As of today, I have not heard from anyone at Exede!!!!  NOTHING!
Photo of Old Labs

Old Labs

  • 3700 Posts
  • 3719 Reply Likes
FWIW, Kimberly had recently requested that you send her another email specifically with regard to data usage in the thread that was recently dropped. You might want to send another or just start an entirely new post - sometimes things get overlooked when spanning multiple threads and it's probably best to separate the two different issues, particularly when the original poster's issue here has been marked as acknowledged by Sherry below.
(Edited)
Photo of Me the customer

Me the customer

  • 41 Posts
  • 22 Reply Likes
She did?  I did not get any such request.  I sent one via email to her with no response.
Photo of ExedeSherry

ExedeSherry

  • 85 Posts
  • 7 Reply Likes
Hello Bob, I understand why you're frustrated. Your data definitely should not be metered during the free zone. I see that you chatted with an agent regarding this, but we would like to take a closer look into the issue and determine why this is happening with your data. Please email your contact and account information to exedelistens@viasat.com so I can get the bottom of this for you.
Photo of Brian Shackelford

Brian Shackelford

  • 847 Posts
  • 243 Reply Likes
A great solution to help all users suffering from this type of problem would be to allow users access to a breakdown of their data usage within both the "free" and the "metered" time slots. I know for an absolute fact that I have had data used during the free zone applied towards my metered usage. This is gotten bad enough that I have put together a system that will be installed in a week or two that will meter data itself on my end by the hour so that I can prove to exede when I go over.


I was told by at least 1 and I believe 2 seperate support representatives several months ago that sometimes the modems do not reset properly at 12:00 AM and 5:00 AM (for the classic plans which I am on) and so the data usage does not get properly accounted for. The solution presented to me was for me to manually power cycle the modem at 12:05 AM and 5:05 AM. I even bought a timer to do this. Once that was in place I had fewer issues, but then the n daylight savings came and we forgot to change the timer and boom - problem was back.


I have since had some other support representatives say that this is not accurate and that the modems do not have this problem. I do not have any idea what to believe on this matter as I have no way to counter their claims without the hard data on my end to do so. Hence the need for a system on my side to monitor it. That system is costing me out of my pocket about $400.00 since your average home routers do not provide this functionality.


Unfortunately I have zero other options in our area. Exede has presented the Evolution $64.99 plan as an option, however changing the free zone on this option from 12:00 AM to 3:00 AM would not work for me when I do need to do some heavy downloading. I am sorely dissapointed that exede is offering virtually unlimited plans in other areas for less than their 25 GB plan in our area. It would seem maybe, just maybe they would lower the price of the 25GB Classic to the same as their unlimited at the very least.


I read that they will be making more improvements, but it doesn't appear that any of these will be happening until 2016 with the launch of a new satellite. I know that this service is great for those that do not have other options, but it is ridiculously and relatively expensive when compared to what is available in metro areas. On top of that they are going to lose out significantly as more and more Point to Point Wireless providers appear. I am within 10 miles of a provider that has better speeds and unlimited internet for about what I am paying for the Classic 10 plan. They are rapidly expanding their reach and I am just waiting for them to get to my area.


Outside the cost / date limitation I love the Exede service. If they can do something a little more flexible with their plans and be more consistent with their offerings rather than giving low density choice markets one set of options and higher density areas fewer and more limited options I would be less critical of the company. Exede certainly fills a need, however if they do not quickly give either more data or give their customers tools to monitor usage and breakdowns without having to call customer service, they will start to lose folks as more options become available.


This is may call to Exede to offer all of its plans to all of its markets and be consistent across all markets. I truly hope the company looks to do this quickly. I am a consultant and have referred many, many, many customers to them, however I am becoming less impressed with the service as time goes by and I see more and more of these things come to light.
(Edited)
Photo of Jacqueline Tierney

Jacqueline Tierney

  • 269 Posts
  • 156 Reply Likes
Many of us agree they need to be more open with data use charts.  Hughes provides fairly detailed charts of use by time for their customers and Exede should be able to do this as well.  This is one of my complaints with Exede as telling me that I used 20% for this and 30% for that isn't really helpful.  I want to know the TIME and how much they say was used and I want to see how they are counting it.  My phone gives me detail about data use but there is a disclaimer that Verizon's record might not be exactly the same but also with them I log in and see by the minute what they say I used.

You are also correct that WISP providers are continuing to expand and will make ever greater dents in the customer base for Hughes and Exede.  We are frustratingly just out of reach (probably by less than a mile for a newer company with Canopy Point to Point that doesn't even require a clean line of sight to the tower  :() But are waiting hoping they or someone else will add a transmitter closer to us in the near future.

Right now we are just waiting to see what they say in March about improvements to plans they claim are coming.  Hughes currently is offering a 50 GB plan in our area and since we have the advantage of being in contact with the prior owners of this place they were able to give me a run down on their experience with Hughes which sounds like they had similar performance to what we have with Exede.  Unless we see a much improved service plan being offered (either the Freedom plan or even a 50 GB plan similar to what Hughes is offering) we will switch over and then hope by the time that contract is over a wireless or other will make it out our way.

Overall we don't have any serious issues with Exede, we are happy with the performance but in this day and age we really need a less restrictive service.  The other day we were getting only 1 mbs download from them, the latency was just a bit annoying but overall I'd be more than happy with that slower speed and a much higher data cap as overall it worked fine.
Photo of Brian Shackelford

Brian Shackelford

  • 847 Posts
  • 243 Reply Likes
I just spoke with someone else that is on the evolution plan and found that they were just told that a LOT of people have been calling in from the VA area with problems with the Early Bird Free Zone not being accounted for properly. He himself is at 70% of his data cap with 13 days left and called in because he has all of his systems set to only download updates and do other things between 3:00 AM and 8:00 AM. It is interesting that he was told wait for his data to reset and then call back if it is a problem as they have had lots of people calling with the same complaint.


I have had exede service going on 31 months now (nearly three years) - at least that is what by bill says since I am now into my 31st bill. I had not had any problems until fairly recently At first I blamed the kids, tablets, etc, but then I blocked all but the few critical systems from connecting to the router so I know what is going on and still have had issues. I really think that something has changed in the way they account for data somewhere around the same time they launched their new web site (my.exede.net). I can' prove it, but really seams like since this has been in place I have hit my limit 2-3 weeks into my billing cycle each time.


I am also eagerly awaiting new plans from Exede, however I am also still concenred that these mean little without end user tools to see what data is being used and what times it is being used. I bet Exede could alleviate 3/4 of the calls to customer service just by putting these tools in place for their users.


Interestingly I did a speed test during the LNFZ and at around 1:00 AM eastern was only getting 3 Mbps download. It is a little better during the day, but I refuse to run speed tests during regular hours since that also counts against my data cap. So the claim about ensuring everyone has consistent speeds and not wanting to oversubscribe a market doesn't seem to hold water if they have already done so during the free times. That being said, I would also be OK with a higher data cap and slower speeds. 3 Mbps down an 0.75 Mbps Up (What I was getting last night) is still better than dialup.


Please, Exede hear our feedback and do something much sooner than next year to meet the needs of your customers!
(Edited)
Photo of Jacqueline Tierney

Jacqueline Tierney

  • 269 Posts
  • 156 Reply Likes
Absolutely Brian, I agree.  They could definitely reduce complaints if they were open about how they are counting the data use by providing detailed charts by time of day of how it was recorded by their system.  The current stance they  have does give the appearance of them trying to hide something from their customers. 

We haven't noticed any odd problems with the free zone so far on the Evolution plan but not sure if we have downloaded anything during the LNFZ that would be significant recently so thanks for the heads up we'll keep an eye on it when we run the next updates.

This conversation is no longer open for comments or replies.