Data usage issues

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  • Problem
  • Updated 1 month ago
  • Acknowledged
  • (Edited)
First of all, Viasat reps - thank you for what you've done so far in attempting to relieve our concerns with data usage. I know you're trying and it is not unnoticed and it is appreciated.

However - I must escalate this. We just flipped to the new billing period, and naturally I checked usage today (as I do every day) and the usage is showing as 33Gbs and counting! That is in day one (today) and it's just now 1PM EST as I write this. 

As mentioned in other posts, my first instinct is NOT to be skeptical, however this is just way beyond the pale. We have not streamed anything at all, we've all been at work, there is simply not a good explanation for this kind of consumption. 

Can ViaSat PLEASE advise where this consumption is coming from? To date, the only answers I've received have been along the lines of "yes, we do a see a spike in usage - but we can't really tell you where that is coming from". So while I'm not inclined to be skeptical, I do need to see more granularity in your tracking data in order to understand just what it is that your monitors think our systems are doing. Can't you do that? Please!

Before you ask (or suggest it), of course I will write to viasatlistens@viasat.com as well.

Rique
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Rique

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Posted 2 years ago

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Matt B, Viasat Employee

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Rique,

We are looking for that email!  In the mean time, reboot your modem by unplugging it from the wall, coax and any Ethernet cables, let it sit for a minute or two, then plug it back in.  The modem will need to be online for us to investigate.
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Rique

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Matt B,

Case  # 01637088
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Rique

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Matt B,

I will get my wife to turn it all back on again, but I do not want to do that unless I know that you (or a Viasat tech) are/is actively watching. I do not want to chew through any more of my data allotment unless it's for a good reason.

Please advise when you have folk ready to watch and I will ask the wife to start it back up.

Rique
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Old Labs (VS1-329-L12FZ)

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Call me crazy, but... maybe somebody from Viasat Tier 3 or higher support should actually get on the phone and call Rique while the issue is occuring rather than playing social media tag.

Worst that could happen is it's discovered to be Rique's problem and the best is that it's a Viasat problem that can be fixed to everyone's benefit.  
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Matt B, Viasat Employee

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Rique,

When troubleshooting by email, we work the cases as they come in.  I have several that I'm actively working right now.  Same with Brad and Diana. 

If you're looking for immediate, live assistance, then your best route is to call into Customer Care. 855-463-9333.
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Rique

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Matt B,

Thanks. I suspected as much. Unfortunately, my wife is the only person at home right now and she's not comfortable dealing with tech issues, she leaves that to me. So I'm going to have to do what I can working with her via texting.

Riq
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mike barber

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I have found that immediately after my allotment is renewed.... like 12:04 am....  I see large a large usage. I believe it is Microsoft MS10 "update" files being downloaded to my computer. These are the executable files being downloaded, not to be confused with the actual updates that are made when these files run at a later time.

I have talked directly to my isp, NRTC and they could not offer anyway in which I could control the timing of these downloads. I have called Microsoft and done an extensive review of the web and can not find a solution. So basically, we as MS10 users are subjected to Microsoft's use of data that we pay for.

Your usage of 33Gbs is quite large so I would suspect that the Microsoft usage is a small part of that.
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James Paramore

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Change your connection  to a metered connection, that way you can choose when to download and install the updates.
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mike barber

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I have had my connection set to a metered connection from the time I first went on to satellite service. That does not prevent Microsoft from downloading their executables whenever they want to.

I found this same issue in many places on the web so it isn't just me.

If you have some knowledge of how the metered connection can resolve this I would really appreciate the details of how to do it.

thanks,
mike
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mike barber

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Durring my research on this problem I also found that Microsoft can and does use an MS10 computer to distribute the update files to other computers. Of course, I can't confirm this however when I did actually get a chance to talk to a Microsoft agent, he confirmed that the download CAN NOT be scheduled. That Microsoft has complete control of the timing on that.
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James Paramore

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Yes from what I understand MS10 does use your PC to distribute files across the net. But that can be turned off also. Not sure why yours is still downloading on a metered connection, mine is set to metered and it does not download unless I tell it to. You can go into services and disable windows update, but you will need to do it each time you restart the PC. 
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Bradley

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At the rate Rique is burning data, his pc is either acting as a host server for something or his modem is about to blow.
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Rique

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mike, we are 100% Mac. I only use Windows 10 in Parallels on my Macbook Pro, which is at my office 57 miles from my home. This is not Windows 10.

Bradley, it looks like that to me also - or perhaps a huge photo library upload (or download) - the thing is, we don't do that. 
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mike barber

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Sorry Rique. Yes, with Mac you won't have this problem.
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James Paramore

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Sounds like something is going on with your network. Do you work from home and connect to a office network? Macs are bad about connecting to the cloud and syncing files, etc.
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Rique

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Yes, I work from home but not today. This has all been today and none of us have been online, as we've all been at work. And I have to disagree, Macs are not "bad" about connecting to the cloud and syncing files. Where have you heard that? It's not accurate.

(I'm not picking a fight, I'm just setting the record straight in the interest of accuracy).

Riq
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James Paramore

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I had to disable my cloud account on my macbook because it kept trying to synch every time I turned it on. 
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Christine Conrad

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Riq, have you tried disabling/disconnecting all your devices, and then checking to see if your data usage is still increasing?

Then, by connecting only one device at a time, check data usage, that way you can isolate the culprit.

One or more of your devices connected to your home network may well be infected by a virus or malware, or transferring data to a cloud storage system.
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Gwalk900, Champion

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Rique,

ISP's make a volume of data available to their subscribers.

They only track data to the extent needed to calculate data used to be deducted from a users data allowance.

They can infer  where a user went only by the type of data used and that can be very misleading and then they only go back to the month in progress and the previous month.

The only way to know which devices used data and when and where that data was used is by the use of a personal router that features the ability to track data per device ... and not all do.

All connection paths must be monitored and the place for that is within your router.

If you have the Viasat wifi Modem you would need to disable the Viasat Modems wireless "radios" and then connect your own router.

I use an Asus RT-AC3100 running the Asuswrt-Merlin firmware.

I understand that you are a Mac user so some items in the following link will not apply but I am posting so that you can see the tracking features available.

I strongly suggest you get a full featured router to take the mystery out of data usage:


https://community.viasat.com/viasat/topics/understanding-and-tracking-data-usage


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Rique

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GWalk900, thanks -

Absolutely. We've been planning to get the Google WiFi Mesh set-up for precisely that reason (the ability to monitor usage per-device and to provide reports, not just in real time, but daily, weekly, etc.). We will be placing that order soon.

As for what you said above regarding inference of usage, that's not consistent with what I was told by Viasat when esvt was active. I was told quite specifically that we had used "x" data for streaming and "y" data for web browsing and "z" data for Email, etc. While it was not so granular as to identify which web sites, which Emails, which browsers, etc., it was granular enough to be able to differentiate between Youtube and Netflix, for instance. 

So based upon my experiences in dealing with Viasat in the past (while researching a similar question regarding usage), I don't think it is unreasonable for me to expect that they can still provide usage data, even at a high level, similar to what they had been able to provide in the past. My modem is the same modem, nothing in our setup has changed since that incident.

Either they were not being honest with me in the past (and I really doubt that would be the case) or they've crippled whatever usage tracking and reporting technology they had been using at that time (possible, but I kind of doubt they would purposely cripple it) or they deemed it to be inconsistent and therefore not reliable (this is the likeliest of possible reasons, in my opinion) - or they've decided for PR reasons that it's not a good idea to share that info with the customer (I suppose that's possible, but I hope it's not the case).

I suppose its possible that all they were doing in the past was making inferences due to what data they had at their disposal - but if that's the case, then sadly they were quite disingenuous with me when we discussed usage in the summer of 2017 with them.

Again, thanks - I alway appreciate helpful advice!

ALSO - (I suppose I buried the lead) - we think we may know what the culprit is. When I get home this eve, I hope to investigate further. I don't want to say just what it is yet, but I think I'm on to something.

Rique
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Homeskillet

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Agree with Ex-Sat, the data usage of websites keeps increasing. When I get throttled with Red Wireless down to 600Kbps some websites like ESPN will either take forever to load or load incompletely. ESPN use to function with dial up back in the day, I am pretty sure you couldn't even open a page on ESPN with dial up now.
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Homeskillet

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Agree with Ex-Sat, the data usage of websites keeps increasing. When I get throttled with Red Wireless down to 600Kbps some websites like ESPN will either take forever to load or load incompletely. ESPN use to function with dial up back in the day, I am pretty sure you couldn't even open a page on ESPN with dial up now.
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ExSatUser

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Years ago I thought the Witcher being a 30GB game patch yo download was insane.

Now Red Dead Redemption 2 is north of 100GB to download and install.

Good luck with that on limited satellite internet plans.
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Homeskillet

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The only video game I play is chess. 2.09MB file size.
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ExSatUser

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Tell that to the teenagers when they have trouble playing their latest FPS games on satellite internet. Lol