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Ive been told it must be 'hackers' and so many other ridiculous explanations... with absolutely no solutions.
Im not usually the type to propose long winded legal actions, but this is so insanely annoying and not ok that a company conducts itself like this.
For the sake of all involved, please chime in with your similar experience. Lets make this the central thread and show this ridiculous company that this is not an isolated incident. Its clear that their solutions are intended to simply create mysteries that 'cant be solved' and to blame the customer or some random unknown issue that isnt their responsibility...
Speak your mind people. This is BS.
Keeping track of your data usage is very important. We hear you loud and clear! We are always trying to find ways to better fit the needs of our customers. We have just launched the new MyExede Customer Portal. MyExede uses large, clear graphics to show you current and remaining data usage,
time left in your monthly billing cycle, up-to-date account and personal
information. Clearly labeled, user-friendly links give you access to a closer
look at usage and payment details, and let you manage your account in just a
click or two.
At this time, ViaSat's new plans are only available to new customers in certain areas. We are testing our new plans to understand how different plans work in different areas of the country. We usually allow customers to transition between plans at no additional cost, but due to some technical limitations, we are not able to do so at this time. We hope to get existing customers on the new plans later this fall.
We haven't forgotten about our existing customers! Please send me an email to email@example.com with your contact information and we can discuss other options for you.
suggest you all download something like Networx so you can see more factual info about how much data is being used when and where..
If I could get a fiberoptic plan I would...if i could have unlimited data, I would get it....but I can't so I had to choose between Hughes and Exede...in my opinion, Exede is way better.
The 2 independent monitors I have downloaded (networx and satellite restriction tracker, both agree with what data Exede says I have used.
Frankly I can't see how you are going to do a successful lawsuit unless you find a way to get more proof of your allegations...honestly I don't believe for a second that Exede is deliberately messing with anybody's data for nefarious purposes....I just don't. As to how much is people not realizing ways they may be using data without knowing it, vs is there a tech problem with Exede's monitoring? I dont' know the answer, but I vote for the former.
Since I know of a lot of cases, including my own, where it turned out the customer was losing data because of something they were doing or some setting on their computer or devices, I tend to suspect that a LOT of people, like me, start out just not seeing how this can happen.
Are you all aware of the auto video player mishaps? That was my biggest downfall until I learned (on this forum) that i could find a setting on Chrome to turn off the auto vido playing...that adds up way more than you might imagine...or you can use something called "flash block"
It worries me when a lot of people start voicing conspiracy theories without apparently having anything more than their suspicions. Sure there may be cases where a customer might really NOT be doing any usage to justify the data allowance disappearing in a heartbeat, but you just can't ASSUME that that is the problem and you really shouldn't be assuming that if there is something EXEDE is doing to cause this that it is an intentional conspiracy....you need more factual info if you want to do a lawsuit.
Lorrie, I am happy that you and your friend have had a good experience. My main concern is with a company that provides a service where the price is based primarily on data usage and the company cannot or will not provide an accurate monitoring tool. I say cannot or will not because if you (Lorrie), can download a program that will provide an accurate monitor of internet bandwith speed and data usage then I think a company like Exede should be able to do so as well. Their own website will state the monitor is not accurate and may take 24 hours to update. If they can't provide an accurate monitor for data usage within a 24 hour period what confidence can anyone have that your actually receiving the amount of data purchased each month? It seems rather strange to me that a company charging fees based on data consumption cannot accurately tell how much you've used or when you used it. It's like the telephone company charging you for long distance calls but can't tell you what number you called or when.
I have not experienced Hughes.net and therefore, take your word that the performance of Exede is far superior to them. In fact, I am happy with the down/up speeds during peak hours. However, I have tested on more than one occasion the download speeds during the Midnight to 5am period and each time it has been drastically reduced. Maybe just a coincidence?
I could provide some specific accounts of my own experiences seeking assistance and explanations from their support staff but it doesn't really matter. You sound extremely happy with their service and I hope that you will continue to have a pleasant relationship with Exede.
I am trying to remember where I saw some info...somewhere in all the Exede info I think I saw something about data usage taking about 15 minutes to show up on the Exede monitor for your account...if I find it again will tell you where to go to read that...I don't know whether Exede's choosing to say it may take 24 hrs is too wide of a range to give themselves in case there is a tech problem or bad weather or whatever...but I do know how customers can become kind of obsessed with numbers about what they feel they have been promised,
With regard to significant drops in down/up speeds during the late night free zone...just within the last few days I was reading a thread on this forum about that...no one was denying that this DOES occur...for exactly the reason one would think, which people who can manage the late hrs save all their big downloads for that period of time...no secrets here...that is why the free time is scheduled for late night....so greater numbers of people don't deal with that congestion during prime time..
I wonder if the hardest part of designing and running a co like exede might be in trying to please the greatest number of customers possible while still making a profit.
I am an older person on a fixed income...the only way I can get by with the basic plan I have is because they DO have the free download period, which hughes gen4 got rid of...i take full advantage of being able to use playlater.tv to record shows after midnight and then watch them from my harddrive...i have never had a DVR because it was an extra I couldn't afford...but I paid a very small fee for a lifetime license with Playlater, and the ONLY reason this works for me is because I can do the recording during an unmetered period like EXede has.. an important goal for me is to get rid of my satellite TV because of the ever increaing cost...so I will get a digital roof antenna and watch my local channels for FREE like in the "old days", and with playlater.tv and Exedes LNFZ I will have a whole ongoing library of LOTS of movies and tv shows a la netflix and amazon and pbs...etc.
I can't stress enough though that the ONLY reason the netflix etc part of this plan will work is because of the LNFZ.
We all have to decide what things about our Internet provider are the most important to us...in the things that are important to me, when I compare Hughes and Exede, hughes offers me a lot more for my money. I am not anticipating any big data usage problems, and if they do occur I promise I will write about it here...AFTER i contact exede and do my best to figure it out with them.
If I were having ongoing technical issues I would be very upset too...but I have to wonder why some people have them and others never do...and some, like me, had them until they figured out they had a bigtime knowledge deficit going on about exactly how that data allowance was getting used up...by me in ways I didn't know about and couldn't see. I was the one that had the problem....not hughes and not exede.
I think exede has definite customer service issues...which I have reported....I had 2 or 3 SIGNIFICANT problems during my first week after setup....I had to call customer service several times, got cut off and had to call back and spent a LONG time on the phone...now those problems that I called about, which were new customer setup/account issues, are fixed and I am not having any problems at all.
Frankly I expect to continue to have few to no problems, based on my previous experience with satellite internet with Hughes...
I will tell you a secret.....I spent some time on the forum at Hughes of course, since I was their customer for 3 yrs...and they complain just as much on the Hughes forum about the exact same things people are complaining about here...and a lot of people are very angry at hughes and threaten to leave and go get Exede.....I didn't see any difference in what was expressed on the hughes forum from what i am seeing here...I remember being shocked the first time I looked at the hughes forum...and thinking, my goodness these people are SO angry...I'm just not having all these problems these people are having.
So when I first opened up the Exede forum a few weeks ago, I thought to myself, maybe they won't be as ANGRY here.....but they are....just so many angry people in the world these days,.
I switched to exede purely and simply because of the FACTS about the plan I could get with Exede vs. what I could get with hughes told me Exede had more to offer...I have spelled out on some other threads what those differences are,but Exede's basic plan is WAY better than what you can get from hughesgen4 and costs $10 less per month than does the HUGHESgen4 basic plan. In the long run, way more important than getting cut off by customer service, since I doubt I will be calling them very often...
Do you know of a way where the system could be "monitored" as you feel it should be? Are any other satellite internet providers doing that kind of monitoring or is this a problem with all these providers? Is there any independent monitoring of other technologies providing internet service with data caps?
If someone for example makes a complaint to the FCC or somewhere that they believe their satellite internet usage is being metered inaccurately by the provider, is there an objective means by which this complaint can be checked by an independent source? I realize that not every complaint by individual customers could be thoroughly investigated...or so I think....but is there a way for such a problem to be id'd by an independent agency if a lot of customers are complaining?
what I am wishing for ALL of us, regardless of what our opinions may be, that there were some objective means to get ANSWERS to these questions. without that we are just left with our opinions and individual experiences.
When I think how I pay $200 a month for spotty, laggy internet that caps out at 25 gigs and craps out when it rains, it makes my blood boil. Then when I call customer service, it's a 20 minute wait time just to get a person. I've been hounding Comcast for months (how bad is Excede when I long for COMCAST??) trying to get them to come to my 40+ house neighborhood. Comcast is all around us, but just not on my street. I don't understand how a satellite company can offer such an inferior product, then charge the earth for it. It's not high speed, it's not enough, and it's a money drain.
How is it you are a "forced" customer for a yr and half? not sure what that means?
I ask because I had directv bundled with verizon....
later i went off and got hughes ...not anything i discussed with verizon or directv..dont' have to Exede was in my area and I knew nothing about any connection to directv at the time. but they can't make you bundle...although you can save a lot of money for sometimes a yr or more by bundling....
and now I have exede not bundled with my directv..I probably couldn't anyway because I am not a new user of directv, but I wasn't interested because my game plan is to get rid of directv in a few months anyway.
My usage sounds very much like yours, so how come I have only used 5 gb in 2 weeks? there clearly is something wrong , but I really don't think it is something exede is doing intentionally...there are SO many ways your data can be eaten up on your end that just aren't obvious. are you set up to be using any clouds which might be synchronizing anything in the background? could any auto playing videos be running in the background somewhere? any auto updates you don't know about?
could your facebook account be doing any kind of auto syncing that you wouldn't automatically see?in fact I think as the number of devices and the technology expands there are just more and more ways data can get used that we don't automatically SEE...like the fact that the way windows 8 designed it can eat up more data unless you set it to unmeter or metered or not metered or SOMEONE HELP-does anyone remember how you have to set windows 8 so it won't use as much data?
- Swipe in from the right edge of the screen, tap Settings, and then tap Change PC settings. (If you're using a mouse, point to the upper-right corner of the screen, move the mouse pointer down, click Settings, and then click Change PC settings.)
- Tap or click Network, and then tap or click Connections.
- Tap or click the connection you want to change, and then, under Data usage, turn Set as a metered connection on or off.
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