Archived and Closed
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I am a network trace engineer for Microsoft for the last 9 years and have been working in the network industry for the last 24 years. I recently moved into a lake house and ordered Exede Service. After the technician hooked up the satellite, I logged in to set up my account and it showed 2.1GB of usage after 10 minutes (and the only thing I was doing was setting up my account) because of that I connected my network sniffer behind my router to get a 100% accurate byte count. It ran all night and the sniffer hardware showed 900mb of data over night. When I logged on to my Exede account it showed 9.1GB.
It's obvious there is a problem. It is either with the way they collect the data or how they calculate, but they need to focus on the problem and fix it. It is obvious I'm not receiving the service I am paying for. I would like an answer from Exede and lacking that, I would say this is prime for a class action suit. If I can hook up a network sniffer, so can others and I would say that if this has been going on for months or years across all Exede customers, this could be millions of dollars they are bilking us out of.
I've been using Exede for almost 18 months and have not had a problem with data consumption although it is clear that many have.
Thank you for doing actual network forensics. I've contemplated a network sniffer but haven't had the time or inclination to operationalize it.
Please keep us informed as this unfolds.
I wonder if that contract we signed to get Exede service waived our right to take them to court and restricted grievances to arbitration? The problem with all of the class action suits I have seen is that the typical settlement results in small, very small, payouts to members of the class, and a multi-million dollar payout to the attorneys. Still, from Exede's point of view a class action would be financially painful and really hurt their ability to recruit and retain customers.
So come on, Exede. There's a problem with your data measurement system. It's broke. Fix it!
Just to be clear for my own curiosity, did you place the sniffer between your router / firewall and the Exede modem or did you place it between your router / firewall and the rest of your client systemst? I am just curious as it would be interesting to see what the byte counts from both sides of that look like. From your post I would conclude it was between your network and the firewall / router. Of course it could be that you don't have a router in place and are just plugged directly into the Exede modem in which case I totally misread the post.
What sniffer are you using? I have placed a makeshift system in place running Wireshark with two bridged NICs in it as a poor man's sniffer before. It might be fun to set two of these up - 1 before the router / fireall and 1 after it to compare the traffic. I often wonder if there might be a difference in packet / byte counts due to some sort of settings on the Exede network.
Please keep us up to date with your findings as I am very interested to see the conclusions.
I called just a few minutes ago and was told " oh we will probably have to send someone out to look at the modem. They will call you to set up a appointment in 24-48 hours."
I had to speak to atleast 5 different people, one phone service rep was rude and told me its my fault that I have a Virus, I assured her I ran several scans and nothing showed up, then she told me I was wrong.
Generally I have great service with Wildblue/exede, have used them almost 10 years. This is the first time I am now seriously considering going to their competitor. The level of customer service has dropped way down, and I feel like I am getting ripped off on the Data usage.
The installer is a contractor who does the grunt work of installing and setting up your hardware. The matter of the 2-year contract is plainly spelled out on the Exede website and in the paper contract you signed when the installer brought it to you. You do read contracts before signing them, don't you?
Even at the $50 monthly level, you're looking at a $1200 commitment plus equipment rental or lease of another$240. However, if you are not able to resolve your data leakage problem and decide to cancel early you will pay an early termination fee that is much less than that $1440 total.
Last night when I went to bed I was at 600 mb. At midnight I started updates and downloads on the midnight to 5 "free zone" this morning when I got up my data usage shows I am at 1.6 GB USED ALREADY after just the first day of the new period. Obviously, the data I used during the "free zone" is being counted against my data usage.
Can you please correct this? I don't want to be throttled again this month, after only a couple weeks. I am watching the data, used by my calculations and your calculations as well and there is substantial discrepancy there as well, but these are your counts.
This continuing unresolved issue is very frustrating!
Thank you for your attention in this matter.
I am now going to more closely monitor, because this has become such a bad user experience that Exede must be corrected, and since they are not doing it on there own it is up to their customers. On that note I will not be using Exede after my contract is up, I would rather have a working dial-up connection then a internet that gets turned off constantly.
That said, my experience with Exede CS points to either ignorance, incompetence or outright prevarication. There is no point in raising an issue, no point in contacting CS, and just today I had a CSR feign ignorance that escalation was even a possibility for a technical issue I'm having.
- VOD only at night. I've implemented a way so I don't have to stay up until midnight to kick off a recording.
- Neither Smart Phone in the house is allowed to autonomously connect to the router.
- Whenever I walk away from the laptop (and even when I'm using it but don't have any need for the Internet) I turn the wireless laptop radio off.
That said, early in this billing cycle, I inadvertently left the laptop wireless radio on (connected to the Internet) for more almost two days. I was horrified to find I had used almost 5 GB. I was certain that I had a data leak.
So, over the last weekend I ran a test. Friday afternoon, when I unplugged the router from the satellite modem, I had used 7.3 GB. I left the router disconnected until about 10PM Sunday. Over the weekend I checked usage several times (not from home). The usage meter didn't change.
Sunday, when I returned home, the usage meter was still at 7.3GB.
- Leaving my laptop connected to the Internet for almost two days used a ton of bandwidth,
- I do not have a data leakage problem.
- Others could have different experiences.
Of course, you'll have to check your data usage from a coffee shop or library or Smart Phone.
Back to the data usage issue...I have been checking our account and never have noticed any data being used when we were not at the cabin. Now we don't have a router on it and I never leave the computer plugged in when we are not using it. I'm wondering if any of these data issues are from people that 1. have routers. 2. leave their PCs plugged in and on. 3. have routers and many wireless devices that connect to it (like PC, phone, Xbox, etc.).
Ours is about the most basic system one could use...Exede dish into the ViaSat modem, cable into the PC or Amazon Fire TV box (so essentially only using one device at a time. The only time we've gone over our 10 GB is when we've streamed like crazy over Christmas at the cabin. Anyway, just my 2 cents worth and observation.
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