Data usage and credit back

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  • Updated 2 years ago
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What is causing us to use so much data? We only use our computer about an hour at the most daily, we never play movies over it. We rarely use our phones to go on line. We rarely text. We were told that we have 12GB and if we use that amount it will go down to 4GB but instead it goes down to .02GB. Why? We have been paying for a service that isn't being provided to us. If we have a contract with you, then Exede should live up to their agreement. Right? I believe that we should get credit back as we have only had about 10 days of good service out of 30 days.
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Nancy Leher-Thompson

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  • unhappy with the service

Posted 2 years ago

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david, Champion

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You need to find out what's using your data. It's almost certainly on your end. There's several threads on here on how to stop your system from using unnecessary data. Some are listed to the right of this under "Related Conversations"
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Exede Lindsey

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Hello Nancy,
Some data consumption's that customers are typically unaware of are: storage, media, UPDATES, or communications. The number of wireless devices on your home network can also play a major role concerning data usage. If you’d like, I can take a look at your account and provide some of your used data based on your daily traffic. Please send us your account and contact info to exedelistens@viasat.com  
(Edited)
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Betty L de Rooij

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I am the same way I had WildBlue for years the this company takes over and now all my data is gone before the 25th of the month the I either have to buy more data or wait till the 4th for more. When I asked why this is happening I got the same story, but nothing on my end has changed.I have tried shopping around but I'm stuck between a rock and a hard place, just can't anyone for my location.
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Nancy Leher-Thompson

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I have received a response via e-mail with an explanation of why we are using so much data, that explanation was; storage, media, UPDATES, communications or number of wireless devices on our home network. It is puzzling because with our previous internet provider, we had similar Data usage allowances which we did not exceed for years. We aren't doing anything different than what we were doing a few months ago and yet we exceed our allowance within a matter of a couple of weeks. We had Greg look at our data usage for Saturday, which happened to be a day that we weren't even home, nor did we use our phones and yet Exede shows that Saturday was our highest usage day. How can that be? How can we be using data when we aren't even home nor are we using our phones?
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Brad, Viasat Employee

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There can be a few things, automatic updates (Storage falls under this too) on devices. If anything has automatic updates on they can load while not in use. The reporting isn't in real time either so if you were to unplug while gone and plug back in, everything that was cached will report shortly after powering on. That's just a few ways it can be "used" when you're not using it.
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Gerald Hilton

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I have the same problem. With all my computers off and only me home. Using only me cell phone to check my Exede account and usage. It went from 1.1 gbs ( that was used while no one was home for a week) to 9.4 gbs within 2 hours. With no streaming or other access other than two text messages. I called them about it and they said it was from my messages or my neighbors hacking my router even though non of them were home.
By the time I got off the phone with them My usage was 13.6 gbs. They said they would credit my account 2 gbs. Free. But they've charged my $10 for them anyway.
They just steel your data so they can slow you to almost nothing.
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Old Labs

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Easy enough to verify the router theory... simply change the router's administrative password as well as the wireless access password(s) - dual band routers can have two separate wireless access passwords - one for each band.

Also check to see if your router has built-in data usage monitoring which can then be compared against Exede's usage meter.

If the bleed continues you have to dig deeper to verify - see below. Simple anecdotal evidence isn't going to get you too far in dealing with Exede. No, I'm not blaming you... just offering advice on how to verify whether Exede's usage count is correct or incorrect as the case may be.

P.S. For example, here's what my router is telling me all devices have used today:



Since my Exede usage meter just reset today, it's in line with what's being reported there - .3GB

In addition the traffic monitoring applications I use separately on each device cumulatively add up to 311.8 MB (.3118 GB) for today.
(Edited)
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Gerald Hilton

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Thanks for the information about router passwords on the bands. I will change mine again. And see if there is a meter.
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John

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I'm having the same problem as Gerald, data is disappearing like crazy. My allowance reset on the 20th. And on the 26th they are saying I'm 70% used up. I've been using satellite for many years and know how to manage data. My phone shows a data usage increase of around 300-400mb from when a checked my allowance a few days ago and found it to be 20%. My Windows computer shows a usage of less than 4gb in the entire 30 day period. My router is secured, and too far away from my nearest neighbor for them to pick it up anyhow. It does show a lot of data usage, but that would be from the Nvidia Shield that I watch Youtube videos on, but only after midnight and until 5am. Very frustrating.
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Nancy Leher-Thompson

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We have turned off our automatic video playing in Facebook and per Greg's suggestion yesterday, we have turned off Wi-Fi on our cell phones. We also set our default video resolution to 360P. We've used up almost a half a Gig. since we turned Wi-Fi off on our phones. We seem to be using a lot of our data just by trying to figure out what is using our data.
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Old Labs

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As David suggests above, you really need to methodically determine how your data is being used rather than randomly trying this or that suggestion. It's a lot of work but worth the effort in the long run. See the replies in the following thread:

https://community.exede.com/exede/topics/still-having-issues-after-a-year-getting-help-from-exede-cu...

Once that determination is made, more specific recommendations can be made. However, the general recommendations are using ad blocker, controlling Flash and HTML5 media, ensuring automatic updates are not applied, ensuring your router is properly secured and knowing exactly what devices in the Internet of Things are accessing your router.     
(Edited)
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Michael

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If you have Windows 10, it constantly updates and it is a data hog. That is why I stick with Windows 8. It is not the best, but does not update as much.
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Bev, Champion

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Windows 10 has used about 5 GB so far this month on updates and, another one is scheduled for the 30th, probably about 1 GB, or less if it's just the promised patch for a current issue.

Unless you set it to a metered connection, Windows 10 will do those updates ASAP with no regard for data usage, then proceed to UPLOAD them to whomever on the internet that needs them. So just that alone this month could have used 10 GB.

You need to be sure Windows 10 is on a metered connection and can only share updates with your LAN. (other computers in your house, using the same router.)
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Old Labs

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Unfortunately, Apple is even more tone deaf than Microsoft when it comes to data usage issues on metered connections (Android is also, but to a lesser extent than Apple).

At least, Windows 8 and 10 allow declaring that specific WIFI connections are metered (although they steadfastly refuse to do so for wired ethernet connections without hacking the registry). Even then you're pretty much at the mercy of application developers to not only check that it's a WIFI connection but also metered WIFI connection (or not as the case may be).

It appears that with Apple and other non-Microsoft environments, users must manually go through all applications and configure them properly based on whether you know you're on a metered connection or not (a royal pain in the butt).

Alas, most application developers erroneously assume that WIFI implies a non-metered connection and as a result intentionally design their applications to consume more data in an effort to upgrade your "user experience" (at the cost of your metered plan naturally).

Nowhere is that attitude more evident than when searching Apple forums for "save data on IOS" or "IOS metered WIFI"  - where the responses given are of the general tone: "to save data on your cellular connection enable WIFI only connections on your IOS device" - thank you, Captain Obvious ;)   

It's for that reason that whenever upgrading to new devices and despite my preferences, I stick with Microsoft - at least with them I have a fighting chance (although not optimal) at controlling my destiny on satellite.

 
(Edited)
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Nancy Leher-Thompson

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Thank you for all of the responses. Excede supplied the router, we don't have the password to get into it, the only stats I see are showing bytes and packets I don't know how to translate it into mbits. We use Apple devices so don't have any Win10. The thing I can't wrap my head around is all this "usage anxiety" this is all stuff we never gave a second thought about with our old internet provider, we went over our 10gig allowance I think twice in the 5+ years we were with them. Two months with Excede the first month 10gig plan we went over in 20 days, we then upgraded to 12gig plan and went over that in 21 days, interesting. Any thoughts?
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Nancy Leher-Thompson

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Thank you for all of the responses. Excede supplied the router, we don't have the password to get into it, the only stats I see are showing bytes and packets I don't know how to translate it into mbits. We use Apple devices so don't have any Win10. The thing I can't wrap my head around is all this "usage anxiety" this is all stuff we never gave a second thought about with our old internet provider, we went over our 10gig allowance I think twice in the 5+ years we were with them. Two months with Excede the first month 10gig plan we went over in 20 days, we then upgraded to 12gig plan and went over that in 21 days, interesting. Any thoughts?
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Bev, Champion

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Are you confusing a router with a modem or, do you have the WifI Modem and router in one from Exede. If you have a router it has a user set password.
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Nancy Leher-Thompson

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Yes we have the Exede RM5150 "all in one" unit.
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Bev, Champion

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Apple doesn't even have a metered option. You have to configure every app and program manually to NOT update unless you tell it to and, not upload usage information, error logs and such and, you have to tell all of that Apple stuff not to use the cloud.

Like Old Labs said, Windows is bad enough, Apple is even harder to get under control.
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Nancy Leher-Thompson

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I don't really understand all of that stuff but we have taken all of our mobile devices off of the Excede WiFi to see what effect that has on our data usage. If we notice a difference we will start digging into the update labyrinth. I still don't understand why this is so complicated when this wasn't even a issue with our prior internet provider???
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Old Labs

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Who was your prior provider? Cable or wireless?
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Gale Mattingly

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Same here and i am not getting any reminder that my useage is near up.Its gone in 10 days was good for about 28 but after April 2016 its bad bad service,Think after my 2 year was over and i got the Modem insurance,things went down hill fast.
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Nancy Leher-Thompson

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We have basically given up the fight. For now. We want to find out if anyone is doing a class action suit against Excede? We have proof that they haven't lived up to their side of the contract and yet expect us to live up to their unreasonable contract. We have brought our service down to the lowest paying service as possible and, for now, will be waiting this out until someone can let us know who to contact to go forward with the class action. We are being blackmailed into keeping a service that we don't want, and forced to honor a contract that Excede can't and hasn't honored. The only way that Excede will let us go, is if we pay. If anyone knows, please let us know.
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James

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if they wont return your property then I would keep the modem until they done so just my 50 cents.
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Steve Frederick, Champion

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Nancy, you have not given any of the details as to how you feel Exede is not holding up to their end of the contract that you have already agreed to. There are people here that can help you get your issues resolved, either the people here on the forum, or even better yet, the moderators, wh are Exede corporate employees. They can be reached at exedelistens@viasat.com. Send them your account number and a phone contact.

Before you go lining the pockets of any lawyers, just remember that the contract you have already agreed to does not allow any class action suits.
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Diana, Viasat Employee

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Hi Gail,  if you are not getting a notice regarding your data usage, please send an email to exedelistens@viasat.com.  Do we have the correct email to contact you on file?  

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