Data Usage questions and concerns

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  • Updated 5 years ago
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  • (Edited)
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There seem to be MANY problems with customers having their data completely disappearing, even when their computers are completely offline.

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.
 
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Jeremy Mora

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  • Completely Frustrated.

Posted 5 years ago

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RickyP033

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I agree, each time you log on there seems to be a different web site/sign-in procedure. My electric company has a meter that you can read. (however their water meter is in cu ft...that's another story). But they give you a bar graph of what you use daily, your average use, etc.).There needs to be an 'app' or an online program showing 'real-time' usage. They now have a 'virtual' unlimited plan (150GB) in some areas for $99.00. Asked them to change to that plan days ago...they haven't responded yet. The next biggest problem is ping, jitter and latency. 
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Steve Frederick-VS1/Beam314, Champion

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JEP is correct, it is called the 5 GB Giveaway Program, and you can get up to 30 GB in the next six months, in 5 GB chunks, absolutely free. You must call in and request it, make sure you ask for the Giveaway 5 GBs. You can even get this 5 GB several times in a month, but the total you can get is 30 GB.
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LorrieL, Champion

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How did you hear about the 5gb giveaway promotion?  I think maybe I am not elegible since I am very new and am currently benefiting from a new subscriber promotion of another kind, but I don't know.
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Steve Frederick-VS1/Beam314, Champion

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I read about it on this forum several weeks ago. It was posted by one of the Exede moderators. You should ask, it can't hurt.
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LorrieL, Champion

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thanks!
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Barb

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Do ask Lorrie, just email them at the exede listens addy.  I've gotten it 2 months in a row now altho I really need another 50+ more.  :-)
(Edited)
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ExedeKarmin

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RickyP033,

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 exedelistens@viasat.com with your contact information and we can discuss other options for you.
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Algis Lores

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Router off since yesterday, me out of my house and still according exede used 5gb how? And a GB is a metric it can't be different. You now I used to do your work when I was at comcast, you are good! Wait yeah you don't work for them then be happy and let them take care of us, let them be the ones to be concern, oh no thats why you are here to say what they can't. Baby I know the way, the route and the end. Be happy with exede!
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Brian, Champion

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Lorrie,

What software are you using to download content to your hard drive?
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LorrieL, Champion

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I am using playlater.tv a relatively new 3rd party software which is sort of like an online DVR..after buying a lifetime "license" to use the software (you can also pay for a monthly subscription) I can record, in real time, all the tv shows and movies etc I access online...they are recorded to my hard drive.  At this point there is  no way to set to to start recording  at a future time, so I wait till midnight (lnfz) and then set up a series of media content to record between 12 and 5a...the stuff I pick will queue itself up and then playlater will record them one after the other...i can go to sleep after I set up my queue, and then the next morning whatever I had recorded is in my hard drive for me to watch when I want to.
some people are speculating about whether there will be any legal challenges to what playlater is doing, but the developers say it is no different than what people are already doing with DVR's...
I have never had a dvr so I have a question...at this point in technology, is it possible to use a DVR to record PREVIOUSLY shown  tv shows and movies?  If not, this may be the big new thing about playlater....I can go to, say, netflix or amazon, or hulu plus, and record anything at all I want to see....is there any  way to do this with a DVR machine or are you restricted to what is going to be shown by the channels you get thru your provider?
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Brian, Champion

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Lorrie, for the price I might experiment with playlater although I don't have much need to download videos to my PC. But, here's something you might consider.

Windows Task Scheduler might be useful. If playlater will automatically download queued videos when it starts (rather than "you must start the program and then tell it to start downloading") you could schedule a task (playlater) to kick-off after midnight. That way downloads start during LNFT and you don't have to be awake. Sleep is important.

Stopping at 5 AM might be another problem if you've queued so many videos the downloads can't complete in 5 hours. If that's the case, I have a rather inelegant solution that is so inelegant I won't talk about it unless you're absolutely desperate.
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LorrieL, Champion

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Thanks Brian...very interesting idea...but i can't see that there is any way this will work just because of the way this program is set up...the only way to get a recording to move to the "record" page is to select the item (like some tv show) and then the choice "record" comes up on the screen, in which case it starts recording immediately.  as soon as that happens, any additional video item I select to "record" will move to the record page in the queue in order. that part makes it easy to make sure I only select enough items that will fit in the 12-5a time frame. It is impossible to add any other shows to start a queue until you have a program actively recording.
so because of how it's set up, can't see how to make it work with Windows Task scheduler.  but i can look at it more closely to be sure I am not missing anything.
the only purpose in recording anything is so I can watch when I want to, without using any data...just like with a DVR.(I don't have a dvr)  Playlater has nothing at all to do with my directv...so when I get rid of directv, this will have no effect at all on my use of playlater...and playlater lets me record anything at all of all the selections on netflix and all the myriad channels out there.  since I don't watch stuff more than once, I will just delete it after viewing it.  the whole purpose for me is to have a library of stuff I can watch during non LNFZ hrs without using any data.  a way to be able to  use streaming and do  demand viewing while still on just a Basic Exede plan with only 10 gb/mo.  fortunately I tend to be awake at midnight almost all the time anyway.
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Jeremy Mora

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RickyPO33 / they will give you some bs answer about 'technical difficulties associated with testing the new plans' that prevent them from giving it to loyal existing customers. 
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Jeremy Mora

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And the options they will give you is to be able to call in up to 6 times [ on their amazing phone system ] to get 5gb of free data. its a joke. 
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Jacqueline Tierney

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We had a data problem back when they were Wild Blue.  We were on vacation and everything was turned off and bingo..we got home and the data was all gone.  Interesting as always how data can be used when everything is shut off.  Fortunately at that time we got the service through the local REC and the person in charge managed to get a refund for us and gave a credit on our electric bill.  At the time we jumped ship several other people did as well to the wireless broadband.  The only reason we took them again on this move was they offered the Evolution plan with the 3 to 8 am free zone.  And Hughes had no free zone. I don't know why they want to be the company that everyone cant' wait to dump.  And when my friend had an issue with his service I told him don't even consider satellite find something else!!  Doesn't seem like a good business plan to have customers always seeking an alternative source of internet and telling people not to get this service unless they absolutely can't find anything else.  We continue to work on finding an alternative provider.  Fiber Optic is expanding even in rural areas, and wireless broadband keeps getting better.  If I were the head people of this company I'd be finding a way to make the current customers happy in such a way they'd want to stay with  you and recommend the service, not tell people to stay away.
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Barb

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Count me in.  I am all for a class action.  Explain to me how I use 20 GB in 12 days by only surfing the net and checking my emails once per day for about one hour?  I cannot even pull up Netfilix or Hulu or Amazon or iTunes on either my PC or TV no matter what time of the month it is.  I cannot watch on Demand thru Direct TV (I am in the process of complaining to them). Why should I have to change my lifestyle and become a night owl just to watch TV?  I don't do automatic updates on my phone or computers. Plus I now turn off everything when not in use. Before I moved to the middle of nowhere I had Bright House cable. I could watch Netflix for 12+ hours a day everyday if I wanted to.  My Internet Cable bill was like $79 per month for "UNLIMITED" data usage.  WW, not just new customers, should ALL be entitled to unlimited data thru Exede.  It is poor business practice to exclude existing customers not to mention discrimination. However complaining gets us nothing but makes us feel better for 5 minutes by venting.  It all SUCKS!
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Tommy Fortune

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We always set our DVR to download on demand after midnight but I have a dish receiver not DTV.
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LorrieL, Champion

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what kind of dish receiver?  are you saying you have independent equipment and aren't using any co (cable or satellite tv) to get your tv stations?  would love to do that, but don't have good knowledge to know how to do setup...and I am thinking if you set up inpendent satellite tv equipment you don't have access to  very many channels?
sorry--off topic but answer should be short and I keep trying to find ways to "lose" satellite or cable tv!
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LorrieL, Champion

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and I don't have a DVR -- never wanted to pay for it..so for me playlater is GREAT;;I bought their lifetime license offered for about 39.99 (special offer)
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Steve Frederick-VS1/Beam314, Champion

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I believe that Tommy is saying he has Dish TV, the other satellite tv company.
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Victor Westhall

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I have the same problem....exede says I used 10 GB in one day with no explanation except that someone maybe hacked into my wireless connection! My free 3rd party software said I used only 700MB.
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Alex, Viasat Corporate Communications

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Here's an article with some tips on data usage that might be helpful.
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Jacqueline Tierney

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Speeds in the 3 mbps were considered a huge problem?  I for multiple years had speed at 1 mbps and it worked fine for me.  I realize that 1 probably wouldn't work with the huge lag but I think many of us would be fine with the 3 and a higher data cap.  When I was recently up at my other place the weather had caused some technical issues with their service and they were running at 1.9 download with a ping of 54 instead of their normal 4 to 5 with a ping of around 23.   I was VERY satisfied with that, watched multiple programs on Netflix while I was working and only had one or two short instances of buffering, pages loading a little slower than normal but hey, for me that was fine.  I'm not a data hog so I don't need extreme speeds, just the ability to relax and use the internet when I need it.   I should clarify perhaps that "multiple" programs for me consisted of 4 episodes of Futurama.
(Edited)
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LorrieL, Champion

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Does anyone know what stated reason McDonald's gave for the removal of outlets?  Could it have anything to do with some customers sitting there in mcd's with their devices connected to the internet for quite extended periods of time in order to take advantage of the free wi-fi? Long after any cup of coffee or meal had been consumed. could it be that enough people were doing this that it was causing unwanted congestion in Mcd's and these fast food restaurants were noticing fewer overall customers due to lack of adequate seating?
as for changing things so people couldn't access mcd's wifi from the parking lot, seems like a good business decision to me.

Mcdonald's isn't offering free wi fi access as some kind of altruistic benefit for anyone who wants it, no strings attached.  It's a business. 
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Steve Frederick-VS1/Beam314, Champion

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It has to do with people abusing the wifi by staying in the there for hours on end, taking up seating that customers who are actually trying to eat could use.
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jello1850

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well it seems to me that mc'd's in 24 hour schedule, has a lot of times when no one is in their restaurant.  last time I was there, I don't remember anyone living there.  and long hours at coffee shops have built them as stand alone alternatives, to restricted use environments.  i don't remember anyone living at a coffee shop, but I know they have the same rules, buy every few hours, and many do. 
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Steve Frederick-VS1/Beam314, Champion

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Maybe you haven't see any of this activity, but it is certainly a pretty regular thing in our area. I think anything over a half hour is enough time to be at an eating place or coffee shop.
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Jeremy Mora

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You have changed my subject line again. This is completely NOT OK> 
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Elaine Tadlock Trimmer

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I have been a customer for about 1-1/2 years and now my usage in just the past two months is running out. Nothing has changed in our usage habits, Mon-Fri no usage until after 5:00 in the evening and the meter is running fast. Exede not offering a solution just saying it may be this or that. I am not a technical person at 60 years old. Just using it for emails, some online general usage and games like Candy Crush, no movies! Again, same thing I have been doing for the past 16 months before two months ago when this began. I would like to be able to say I can stop service but under contract until Feb 2015 but certainly do not want to buy more usage (have 10 GB now) at those rates. So here I am one week into the month and already over 2.2 GB. Would be nice if someone from Exede would reach out to me who wants to tell me something useful. BTW, I talked to Netgear, they said there is nothing wrong with my modem...that was what Exede rep zeroed in on last time I called.
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LorrieL, Champion

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I have NO idea if this could be the cause, but i read some examples where, for example, Facebook made some recent changes that cause facebook accounts to use more data unless the account user changes settings in some way...I think one thing mentioned was facebook recently starting the auto play for videos thing?  and maybe something about how FB accounts are set to update or something? Does anyone know the details on this?
But the point is that there are things that might change in the programs you use rather than in what you are doing that might cause more data to get used...Like if I bought a new laptop and found I had windows 8 instead of 7 like now and didn't know about needing to change the settings to, what was it, "unmeter"  I forgot what...but if I didn't know, then sounds like all of a sudden my data would start being used faster just because I had windows 8 instead of 7...there was a guy who posted here about having started using evernote and suddenly he was missing a lot of data until someone told him how to make settings to evernote to stop the excess usage when evernote syncs all the time. 
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Brian, Champion

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It's in another post - by an Exede person. FB recently changed their settings so that videos posted to you timeline will auto-play if you pause your cursor on them. You don't need to click play. You just need to hover. I understand that the videos are being downloaded whether you watch them or not. It was described as 'Leaving the kitchen faucet running because you might want a drink sometime today.'

I've turned off that feature on FB for web and smart phones if FB is used on them

Bandwidth use has dropped dramatically.
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LorrieL, Champion

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Good info, Brian.  thanks!
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Sim Callon

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When I first signed up for WildBlue/Exede service, I was told it would cost the same as my previous service. I allowed them to debit my bank account for the monthly fee, and they immediately started charging me $10 more per month than they said they would. I just let that go and never complained. The first few months of service, I never went over my plan usage. Then after four months, I got an Email saying I had reached my 10gb limit a few days before it was due to reset. This has happened every month since, and each time it's been earlier in the billing period. This month I'm only 7 days into the billing period and the meter says I've already used 6 of my 10gb. My internet usage habits have not changed during this time, so why has this happened. How can you prove you haven't used that much? I see a pattern here. They gradually jack up the usage meter on you, so you'll use your data up earlier. Then you have to buy more data, or upgrade to a more expensive plan. They are obviously ripping people off, but what can you do if you have no other source of internet access?
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LorrieL, Champion

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Sim, I wonder if the additional $10 that you were charged as opposed to what you thought you signed up for is the month $9.99 "equipment fee"?  I remember that this was a big surprise to me when I first got Hughes...it drives me crazy that I can sign up for a plan that is said to be, for example $49.99 a month, but when that first bill comes there may be as much as $15 or more added on to that amount, because of equipment rental per month, certain fees, taxes, etc.
I tried SO hard this time when I signed up with Exede to get the signup rep to tell me over the phone as closely as possible just how much I would be paying per month, after all the additional charges were added.
it bothered me because i DID ask about what additional charges there would be and said I wanted to know the grand total per month. and that still didn't work.
I have an idea though.  I would be MUCH happier if Exede had done something like this when they signed me up over the phone:
After the phone call, I think it would be excellent customer service to very quickly send to the new customer a confirmation of the order, including exactly what was ordered, and the ITEMIZED charges that will be included in each month's bill including taxes and fees, and equipment charges...It is just SO easy to miss something if the person taking your order is rattling off all this info just verbally over the phone...no way can i be sure I have taken it all in...I need to see it in writing and preferably NOT after the installer has come to my house, completed my installation and opened up my email for the first time to an Exede customer agreement,( which my installer didn't do anyway.--I found it later after he had left)
MUCH BETTER to send the new customer a confirmation email with ALL the itemized monthly charges involved and the TOTAL of what my charges are going to be each month.
Also in that order confirmation email:  I believe the statement about HOW billing will occur should be included in that confirmation email...that if you haven't made a payment by a certain date, that your account will automatically be billed by using the on record payment method Exede took from you when you signed up.  
Another statement that can get by you if it's part of a bunch of verbal info being given over the phone.
AND also included should be the fact you will always be being billed for one month in advance...
This is the kind of info that it is really important to know that the customer heard and understood...needs to be sent to customer in writing after order has been taken over the phone.  This will work much better for Exede and for the Customer.
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Elaine Tadlock Trimmer

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Sim, You said exactly what I was thinking but did not go so far as to say...they should have more information available to their customers to prove they are actually using the gb's. Such as the time of day since they told me I had a really heavy usage day on a Monday (when there was no one home and before they could say anything I said we lock our computers up in the safe so NO, they are were running)! She said they cannot pinpoint a time; just the day? Not really believing that with the way technology is today (although as I said in my above post I am not computer/technology savvy). I hope everyone comes up with an answer to our issues. Exede needs to remember, it is the customers that made the company successful and unless they own all the other providers out there then people have a choice. And OM gosh, would they quite posting those same tips on saving your Date Usage, everyone who is having issues has been there, done that and tired of seeing them. Have to chuckle at the last of that memo, you can buy another GB of usage for just $9.99, making us wonder, is that really what it is all about as Sim said???
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Wayne

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This is a horrible company.  They are only in business because other reputable companies do not offer service in certain areas.  The concept is good but their execution is dismal.  I pay nearly $90 a month for a service that I cannot watch Netflix, speeds are inconsistent, service goes out when it rains, speeds reduce drastically during their off hours Midnight to 5am and I am not convinced that they don't continue to count data during those hours.  If you call and talk to their tech support they give you the run around and provide answers that are not logical.  When my contract is up I will find something else that is more reliable and consistent, even though it might be slower.  Although I knowingly signed up for this service having a data usage cap, I find it ridiculous and smells bad when a company can't provide accurate data usage monitoring when that is part of their business model.  A company with questionable character... 
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LorrieL, Champion

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I like exede...so does a close friend of mine who has had exede for YEARS starting with when it was wildblue....she has never had ANY data usage problems or any tech problems for that matter...ever.  I am too new to say that , but in a few weeks I have no problems....had hughes for 3 yrs and what I get with exede for the same money is quite superior...
suggest you all download something like Networx so you can see more factual info about how much data is being used when and where..
.http://download.cnet.com/NetWorx/3000-2085_4-10155904.html
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.
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LorrieL, Champion

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Staci, just wondering if there is anything about your facebook account which might be using up data in a way you aren't aware ot?  I was reading that that can happen but don't know the details of how that happens...I dont' use facebook.
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Victor Westhall

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Lorrie....I use networkx and it told me I used 700MB on Sept 2, but exede usage meter said I used 10GB! Please explain that because exede just said someone probably hacked into my account.
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LorrieL, Champion

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I would be as upset as you are....but would also be trying to figure out if there WAS anyway someone could have hacked, if not I'd be back on the phone to exede telling them, it wasn't that so what else could it be...and I would keep on until I found an answer and didn't have the problem anymore...i would want any exede tech I spoke with to be giving me info on WHAT ELSE COULD BE CAUSING THIS...and if they suggested something and I checked and it couldn't be that I'd be back on the phone and over and over again asking for better answers...and YES i would be very angry to need to spend the time doing that.  But I am a person who doesn't do well without ANSWERS that make some kind of sense.....and if the problem continued and I still was seeing huge data losses I could't account for in any way...I would be on the phone to exede asking them, well couldn't it be a problem with my installation or with the way the dish is set up ....and I would at some point be insisting that a technician needed to come to my house to inspect the equipment since i had searched and searched and had exhausted all of the possibilities as to how big chunks of data were going missing.  I would say yes I know it's rare that the problem is on your end but it DOES happen and I need for that possibility to be thoroughly checked.
I am curious, was it just on that one day that there was this ENORMOUS discrepancy between what Networx and Exede's monitor were saying?  Frankly, I would also really have to make sure that I had set up my Networx correctly since I am not the most tech savvy person out there...i found I had to set up networx a certain way so that the unmetered time didn't get counted in the networx totals, etc...not such an easy thing for me since I have limited experience with downloading and setting up things like networx.  there seemed to me to be a lot of settings I needed to read thru and try to understand when I set networx up and I know I haven't got a full understanding now of everything networx does...i have just been comparing my usage to what exede says and no problem at this point since the numbers match.
What I would REALLY hate is if there is some way for someone to hack into my router and steal data without my being able to know that....for those of you out there with more knowledge about this, can you tell me if there ARE ways for hackers to get into my security and password protected router, and have me only see that too much data is getting used, but not see any other signs I have been hacked?  If the answer is YES, then how would I deal with the problem victor describes?  By not using the router for a period of time and direct connecting to modem only, and seeing if there isn't any excessive data usage without the router in the picture?  Would I really need to do that to absolutely without question rule out any hacking?
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Algis Lores

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Lorrie, since yesterday night my router was unplugged so mmm hacking? it may not be on the router. directly to the dish? well maybe but that is not my problem if exede has a leak in their equipment that is not my problem. I pay for a 10gb/20 gb plan. Why in earth I have to waste my time and money investigating the source of exede lack of control? If the "modem" is configured wrongly it not my problem either. So thank God there is many companies is not like I have to be ripped off and close my mouth. I looked for exede reviews before signing and the main complaint was the "disappearing" gbs as I now there is people who is Internet vicious I did not pay attention to it but this is more than disappearing, hacking or whatever you want to call it, this may be called FRAUD.
I'm glad you are having the best of exede I don't, I paid for a service I'm not getting and I don't have to solve exede problems or pay for them.

I already requested my money back and my cancellation.

I have my own company if I don't provide the service that I offer to my clients is not up to my clients to waste their money with me neither to investigate why I'm not honoring my offer. Of course when you are a small company as mine you keep your clients with impeccable customer service, quality control and always honoring your contracts.
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LorrieL, Champion

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Algis, I am glad you have enough options that you could just cancel Exede without looking for exact cause of/fixing whatever is causing all that data usage.  If I were in your shoes, I would have to stay and do my best to work it out with EXEDE because I don't have any other options except dialup....there is NO other access to high speed where i live.(except hughes which I had for 3 yrs and the plan i have with exede is way better for a number of reasons).and you sound sure in your mind that it definitely is a problem on exede's end, and has nothing to do with your equipment or how you are using the data, but because you are just able to cancel and do something else, you really don't know for sure WHAT was happening.  I am not blaming you...If I had the problem and the options you have, I might well choose to do it the easier way.
But every time someone says without proof that it is definitely exede doing something that makes them a terrible company, my mind just keeps saying, I don't see the proof...I won't say that there is never a problem with the cause being a technical problem that is Exede's responsibility, but I just don't know about that end while I am all too aware of how the problem can occur in so many different ways, on the customer's end without it being very obvious a lot of the time. Because the times I have had my own problems with excess usage it did turn out to be on my end due to things I just didn't know about usage and things that can happen that use data without my being aware of it.
What I do completely agree with and admire is the kind of values you maintain in the way you run your business.  Good for you!  
I am not so sure that the kind of EXCEPTIONAL service and quality that you offer is still possible when companies become giant companies, like Exede/viasat....Not that that is an excuse for not trying to do better...which I would tend to believe exede is doing...
since there is GREAT value to the company in always striving to make their customers as happy and satisfied as possible.
I think EXEDE has plenty of customer service issues that need to be improved...i have a feeling they agree with me on that.  Doesn't mean they are a terrible company or committing any fraud.
Best of luck to you.  
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Wayne

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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.    


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LorrieL, Champion

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Thank you for your reply, Wayne. I think part of our different views may have to do with personalities and life experiences...I may have a higher tolerance than you for lack of perfection.  From my daily observations so far with Exede, here is what i believe...I think they say that they say it may take up to 24 hrs for your usage (according to them) to be reflected in the online customer portal...I think they have given themselves a WIDE margin in saying that, to allow for possible technical issues or people not having their router/ modem  connected for some period, but what I see is that it is really only a matter of minutes before my usage shows up on Exede's graph for my account.  I am checking the usage a few times a day because it is so easy...I have Networx and Satellite restriction tracker pinned to my taskbar, and an auto loading bar in chrome that opens to the exede portal...
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...
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LorrieL, Champion

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Shawn,  not too logical to think that because someone disagrees with you and find's Exede's services to be satisfactory, then they must be an employee?  
Wayne, you don't know how much I appreciate your response to me.  You managed to disagree with me, in detail, in a very clear way, without being rude or abusive and you didn't accuse me of being some kind of "plant" employee.  Seriously, thank you for such an appropriate and evenhanded response.
.
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Brian, Champion

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I've been on these forums for just a few days and it seems my experience is quite different.

By and large, I'm satisfied with what I receive.
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Steve Frederick-VS1/Beam314, Champion

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Brian, there are a few of us that are on this forum who are satisfied with our Exede service. It seems that most satisfied customers just don't come on here and post. Some of are here to offer help where we can, having learned from our past experiences with satellite internet. As with any product reviews, most people who are satisfied with the product do not make any comments. Exede has over 600,000 subscribers, if the service was that bad, I am sure there would be many more coming on here to speak their piece.

I have had Wildblue from 2008 to 2012, and Exede since, and have been very satisfied so far. My only other option would be HughesNet, but that is not something that I think is worthwhile. I enjoy country living.
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LorrieL, Champion

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Brian, I am a satisfied customer as well...there is a lot of good info here in between the complaints which is what I am looking for and am benefiting from.  I do have much sympathy for those who are having problems and have had some myself in the past when I had Hughes, but with time I did find I got my data usage "down" so it was no problem managing it.  Never had a problem (so far/knock on wood) that wasn't on my end.  I agree with Steve that the majority who come here have some kind of problem they need help with, or just want to vent.  I think that is a legitimate use for this forum as long as it doesn't cross over into rude or mean or aggressive comments.and as long as people really are looking for solutions rather than just ranting.
Where is Jim? he might tell you about the other, wildblue forum, which I did look at and which is very nicely set up...easier to see categories and read about what interests you...more "old timers" who understand exede and their service very well and may just bring up new issues that may come up, or will share some good info.  Not as angry overall.
There are a lot of complaints about data usage where it isn't clear really what the problem is, which is perplexing and i wish it was easier to definitely pinpoint the source of any data usage problems and questions. The more someone has a problem and can't find an answer, the more frustrated they get, of course.  
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Steve Frederick-VS1/Beam314, Champion

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Brian and Lorrie, the other forum, which has been around for a long time, is located at http://wildblueworld.com/forum/, there are a lot of experiened satellite internet users that are always trying to provide help to problems or questions that people have. It is organized a bit better and easier to follow.
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MikeA

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I agree with the fact that the service has gone awry.  I have a master's degree and 23 years experience in computer engineering.  I know how to monitor my usage, and we haven't increased our traffic.... and yet for the past 3 months, our reported usage has at least TRIPPLED.  I am paying 60-80 dollars extra a month because I'm blowing the top off the popper doing virtually nothing... downloading audio podcasts is my largest draw.  The system is stealing my bytes, I have no way to track it because it's modem to ground terminal, and I have no legal defense.  It's maddening, and sickening... that i have no recourse.  Why is the service allowed to go unmonitored, and why am I not compensated for the obvious draw of the system on my paid-for-usage?  I feel powerless, victimized, and controlled.
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Victor Westhall

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I have 40 years experience in the computer field and I have having the same experience as you. Something different happened in the last week of August.
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LorrieL, Champion

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I don't have ANY of your tech knowledge...don't know what it means when you say you can't track the usage because it is "modem to ground terminal"...is there a way to explain this simply to someone like me, who doesn't have your tech background? And something like Networx is of no help at all in pinpointing when excess usage occurs and how/where the usage is originating?
 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.
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Tommy Fortune

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I have my routers flashed with DDWRT and the usage that appears on the Excede / Wild blue website always matches up with the usage logs of my routers. I've had service with wild blue for over 3 years and anytime there was a usage problem it was my fault, like letting the neighbors have my WiFi password. Sorry to hear you can't figure out where your data's going.
(Edited)
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LorrieL, Champion

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Tommy do you know if having DDWRT gives you more info about data usage than, say something like networx?
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Tommy Fortune

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Also I had to restrict or unplug my TV receivers from my broadband because they constantly call home and transfer data, we are talking all the time.
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Tommy Fortune

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Not really, just a raw log of usage on a day by day basis. It might also show a hourly log but it is for all data passing through the router. It does separate up and down transfers. Just checked and it also has realtime monitoring for the router.
(Edited)
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LorrieL, Champion

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Mike re: what you wrote about how exactly it would help to have a detailed breakdown of data and exactly where it came from/how much--I agree with what you said...would be nice to have that in the event of any problems...would be  a way to quickly see exactly where the problem came from and if there was really any possibility of "leakage" or not. I know exactly what you are describing about Hughes, and i DID like having access to all that...but then since I almost never had any real problems, it was an elaborate system I didn't really need when it comes right down to it.  When I first switched to Exede a few weeks ago i was concerned about having no access to all that tech info Hughes provides...until I heard about and downloaded Networx and Satellite restriction tracker, both for free, and see that the usage numbers agree with Exede's numbers...so again, I wind up feeling like I don't NEED exede to do all that improvement...but i WOULD like to think that when an Exede customer gets stuck like we keep reading about, where they have tried to figure out why their usage is so high and just can't, that Exede could on their end look up the customer's usage and be able to give the customer the kind of detailed info you described...with as many customers as I am seeing who just can't find the cause for excessive usage...I think it would be real service to the customer if exede would do more to be able to help the customers who are having these problems...which would benefit the customers AND exede of course.  A lot fewer angry, accusatory customers.  it shouldn't be so much about who is right or wrong about data usage but about helping customers to FIX IT. regardless of whose side the problem is on...I do still believe it is a customer responsibility to understand the basics of what they are using, but I do think perhaps customers with data usage excesses might need more help than just the vague info they are being given....like even a CHECKLIST that  could be emailed by the techs...of ALL  the possible sources of data usage that might be going on without customer being aware...and how to look for that cause and fix it...
this would have been helpful to me when I was a brandnew Hughes customer and found my data gone in a heartbeat and I had no idea why (it was auto updates, I later learned).  yes i know there are already articles about data usage tips but i am thinking of something more complete and with a lot more details about how to check these things and details how to fix for the less computer learned.  I was one of the ones who needed to learn HOW to check for auto updates and how to find the settings I needed to make adjustments...I needed to start at the beginning. No reason Exede can't find some way to help these customers when they hit that brick wall...they've read that article but still haven't found cause and don't know what to do next.,  Hughes customer service was unable to help me when I lost all my data that time and didn't know why...I had to get online and do research and figure it out myself.  
How about for this kind of tech problem, where customer feels they've tried all they know of and can't find cause of excessive usage...the tech could email to customer a tool where customer fills in all the devices they are using, and maybe fill out a checklist identifying which of all those reasons for poss. mysterious data loss are part of that customer's system, meaning the customer is saying, yes I use facebook, yes I see a lot of videos that autoplay, yes I use evernote...etc etc
again such a communication between customer and tech would be a systematic way to look for the cause of excess usage...not relying on a tech to try to remember all these things and to try to mention them over the phone to the customer, hoping that the customer speaks the same language and understands everything the tech is saying.
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Bella Street

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My data has been burning up since the 'new' Excede website (I've been a forced customer for a year and a half). I was able to just make due with 25 gigs a month (which is absurd anyway) but since the new site upgrade, I'm suddenly having to buy 5 to 10 extra gigs for less-than-normal usage, which is beyond belief. The changes we've made are not just to unplug the modem at night, but when we're not actively online. I almost never watch video--most news stories offer transcripts that I read instead. My computer automatically disconnects when it goes into sleep mode. My Kindle stays disconnected unless I download a book. 

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. 
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LorrieL, Champion

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Bella, can see why you would be angry.  what I wonder if isn't there possibly a solution to the problem because i have the basic plan now with exede (10 gb/mo) after 3 yrs of Hughes' old basic (only 1 mbs download speed and 7.5 gb/mo)....and I have never had any data usage problem that wasn't found out to be something on my end that I could control/fix so it stopped happening.  I don't unplug anything, nor to I worry about being offline when not actively on the net...which to me makes me say why do you have a problem I dont?'...and I think based on my experience that something may be going on in the background that you might discover, with the proper assistance, and might be able to fix. can't do anything about the technical limitations of satellite internet or the weather, but I think you'd be a lot less angry if you felt you had real control over where your data was going and how so much was getting used...Maybe you wouldn't even need to pay for 25Gb.  have you tried networx to start with?
How is it you are a "forced" customer for a yr and half?  not sure what that means?
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LorrieL, Champion

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oh, and Bella, I have the exact same problem with Comcast...who is covering everyone in my entire zip code EXCEPT me and my little development...they actually signed me up over the phone because of my zip code and then called me back and said it was a mistake!  I have given up on Comcast and verizon, since I have been waiting 7 yrs now, with no end in sight...
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Tommy Fortune

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AT&T has a central office at the end of my street but the line goes down the main road and not the 1/4 mile to our 40+ house neighborhood. The lines for our neighborhood go under the lake and AT&T won't make the connection, really crazy. I would unplug any satellite receivers from the network and check your routers usage logs.
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Bella Street

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I'm a forced customer because I have no other options if I want internet--any internet. Excede came bundled with the DirecTV service. We had no choice in the matter. I've gotten assistance and they cannot tell me where my data goes. The fact that I was able to barely make due with the 25 gigs was one thing, but now just for basic email and surfing (almost no video) I suddenly need 5 to 10 more gigs because I'm at 100%? How? No one knows. My router is password protected, I've been over everything, looked up possiblilities of why, made drastic changes, have a bandwidth monitor. I think Excede changed their service so subscribers bump their limits. It's the only explanation. Just ranting on the forum and responding to comments has used half a gig already. That is just plain unacceptable. What's the point of internet if I can't watch an occasional youtube video? Or surf for an hour or two? at Excede's max plan of 25 gigs? Why do they bother offering a product at all?
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Tommy Fortune

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My whole house phones, computers (kids gaming with online content right now), tablets, etc, is only using about 30 - 40 kbps right now in real time. I know the TV sat receivers would destroy my usage, unplug the Ethernet cable going to them if you can, or disable the wireless connection if they have one. I've only used 58 megs down and 11 megs up all day. Now I do have days my usage will jump up to like 5 gigs or more but that's totally my fault.
(Edited)
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LorrieL, Champion

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well, do you mean you were led to believe that if you got directv you had to get exede, rather than, say Hughes?   or is exede the only satellite internet in your area?
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?
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JEP

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You can set your WIndows 8.1 WiFi connection to metered by: 
  1. 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.)
  2. Tap or click Network, and then tap or click Connections.
  3. Tap or click the connection you want to change, and then, under Data usage, turn Set as a metered connection on or off.  

Note that if you are using a wired Ethernet connection you CAN NOT set it to metered.  (Thank you Microsoft).  You can however set your One Drive settings to metered.  And be careful of any of the Microsoft Live programs.  They can do stuff like upload your entire photo library in the background when you aren't looking . :-)    I don't log in as a Microsoft Account user to avoid some of these issues.

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