Data Usage Issues - Part Two

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  • Problem
  • Updated 4 years ago
  • Not a Problem
  • (Edited)
Archived and Closed

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Well, ViaSat/Exede closed out our previous discussion on this very important topic.

Where are our 2nd Amendment Rights?  Censorship in the forum.....LOLLOLLOLLOL

Anyhow, for those of that are concered, for those of you not concerned, not following, not being plagued by this issue; here it is.

First; this discussion has gone on at length at the original post on:

https://community.exede.com/exede/topics/these-people-rip-you-off-and-there-is-no-accountability?utm...

This is the latest I have received from ViaSat/Exede.

QUOTE===

XXXXXX,

I have reviewed the majority of your social media escalations through our Corp office. I have noticed we have previously reviewed your account concerning your data usage and consumption. We have also explained the majority of your traffic regarding data type as well. We definitely want to keep your service as a happy customer. If you feel you’re not getting the speeds you should be receiving going forward, unfortunately we would need to speak to you for further troubleshooting in regards to speed test and so forth. Please feel free to give us a call at 855-463-9333 and ask to be escalated to CORPORATE CARE for further assistance.

UNQUOTE===

------

MY RESPONSE===

Why do you keep referring to speed tests?

It is unexplained data usage.  It is unexplained modem activity when nothing is connected to it.

I believe at this point, our discussion should just end since ViaSat/Exede has no intention on admitting there is indeed a problem either with the modem or the ViaSat system itself.

I will continue with Exede, however; I will not concern myself with the data usage.  If I am penalized for exceeding some unwritten contract obligation specifically stating i AM NOT allowed to exceed 150GB, then so sorry. 

Exede promoted and sold (me) on the unlimited data.  I will proceed with unlimited data in mind.....no matter how ViaSat/Exede tracks usage, or how it wishes to add to my usage with whatever traffic it sends/receives to/from the modem.

I can see no reason to have to speak to anyone, since it is likely going to be someone reading from a book or screen when answering questions.

i will be posting this to the forum.

END MY RESPONSE===

I do wish to add this though:

...to the Champions, please refrain.....please.
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LesT

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Posted 4 years ago

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Steve Frederick, Champion

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LesT, you are on the unlimited plan, and still not happy. Only a very small percentage of Exede subscribers have that plan available to them, the rest of us have to live within the 10, 15 or 25 GB limits each month.

I really don't think you can tell others to refrain from whatever it is you want the Champions to refrain from. Have a happy Holiday season.
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A. Everett Neuman

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Hi Jamie,
You ask;
".i wonder what their true connection to exede is?..."

We are Exede consumers!

And I bet every time you have asked a question or had an issue, one of us offered help.

And, as you can see from my user image; I liked the razor so well, I bought the company!

And as Steve Frederick (one of the other company owners, he uses the razor!) would say:
Happy Motoring !
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Exede Kimberly

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A handful of our Champions started off as customers who had an issue, came here, accepted the offer of help they needed and turned around. (: 
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Old Labs

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From the Three Missing Links (1938)

Moe: We're terrific!
Larry: We're colossal!
Curly: We're even mediocre!

Curly: I'm not me!
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JEP

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Jamie - My connection with Exede is over 9 years as a customer for WildBlue/Exede.  That is it.  I have +38 years as an Electronics Engineer for DOD (including military satellite comms) and am now retired with time on my hands. I cruise through this forum from time to time looking for problems where I can help out.  I may have been curt with my answers a few times for people that just want to rant and don't want to listen, but really my intention is to help those that can be helped.
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HMC1940

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Well I have found you guys very helpful. But then haven't had any big problems but when had question about modem readings you guys were right there with great information. Also you give good advice and suggestion.--I'm not a champion or a representative I'm just an Exede user like others. 
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LesT

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You prove my point.  Thank you.

And I do not celebrate your holidays, so please, again;  Refrain.
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david, Champion

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Two of us live successfully on 10 gigs a month. It just boggles my mind that someone is complaining when they have 150 + gigs to use.
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LesT

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You miss the point.  This is not about the size of our plans, but the inconsistent data collection and recording of the data we alledgedly use.

Today I will make my final comments in this forum....ever.
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Don Anderson Sr.

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From what I have been able to find doing some research is that ISP's only pay for access to the internet not the amount they use. Limiting data usage and charges are like all the fees at banks,    free money.
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Old Labs

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Where are our 2nd Amendment Rights?
Pretty sure you're referring to the 1st... otherwise things are going to get real nasty and I may have to pull a "Joe Biden" out on the back deck or haul out the musket and proceed to the village green.

But that's a different topic from which I'll refrain also.

When I checked that thread very early yesterday, your request was noted. By that time however, the thread had started to devolve into a monkey spit fight at the zoo, who knows what went on after that and am sure that's the reason it has been yanked.

And while I'm at and also being somewhat politically incorrect... Merry Christmas to all!    
(Edited)
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A. Everett Neuman

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Where are our 2nd Amendment Rights?
Now we are bringing firearms into the forum? 

To the Champions, please refrain
And I do not celebrate your holidays, so please, again;  Refrain.

My 1st Amendment Rights, say I can be here and say just about anything I wish. Until my Kimberly Rights are invoked.

LesT, your statement:
"I will continue with Exede, however; I will not concern myself with the data usage.  If I am penalized for exceeding some unwritten contract obligation specifically stating i AM NOT allowed to exceed 150GB, then so sorry."
Is a perfect example for why Exede needs data caps.

Also, LesT, I bet you do miss that old forum post, that did keep you busy fanning the flames with no resolve in sight.

So, Have a Happy Holiday Season, Happy Hanukkah, Merry Christmas and a Happy New Year!
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ExedeEmerald

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Good Morning Everyone, I see that this forum is getting off on a rough start and that is something we definitely don't want. This page was created for everyone to help, voice opinions and assist others in a nice manner. Everyone can voice their own opinions but in a way that doesn't hurt anyone. Thank you! =) 
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Old Labs

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LesT,

I've been in IT for far longer than I care to admit. One thing I have learned is to never, say never.

When last I had anything of substance to say on your problem, I recommended getting hold of a reputable installer (to include one that knows how it works with the internet - not simply knows what a good install is)  and that advice still stands (at least I think it was you).

The problem with customer support everywhere (not just Viasat) is that it goes through several layers before you finally get to the geek that is actually going to do something about it. Information is filtered through layer after layer, and by the time it gets to someone who can actually do something about much is lost in translation as explanations bounce back and forth and the geek at the end may be working on an entirely different problem by that time. Even then the guy at the end has probably been told to not directly contact the customer (can't have those techies talking to the public since they speak some foreign language that nobody understands from the perspective of the suits   - I never had that problem early on in my career and as problems would bounce back and forth through channels, I'd simply pick up the phone and talk directly with the customer to solve those problems that defied logic - more often than not there was a logical explanation and often a simple one. Once fixed I'd deal with the fallout of not following protocols in my own way - simply asking "do you want your customers problems fixed or not? If not, you have no need for my services. If so and you don't want me talking to customers ensure I get unfiltered information fed to me through the pipeline and let me determine what's important, relevant or irrelevant." For me there are a quite few cases where a simple fix has left a large number of individuals in that pipeline with a whole lot of egg on their faces - in one case the fix was: see that button on your printer marked I/O - press it. You'd think 1st, 2nd, 3rd level support would have caught that prior to it reaching my cubicle but we live in Dilbert-like IT times.

In your case and on one occasion as I recall, you've indicated data is being consumed despite your Viasat modem being either off or not connected to your router/pc - that's one that really defies logic and it's time to call in the cavalry if you really want it fixed and haven't done so.

So the advice still stands - yes it involves a service call and some $$$. Then once resolved, deal with who should have payed for it to begin with. The same advice holds for others who've gotten to the point where their problem defies logic and have gone through the looking glass.  

P.S. If you want to abandon this community simply go to your profile, view account information and you'll see where you can close your profile - about all that can be done with this GetSatisfaction service.    

 
(Edited)
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Exede Kimberly

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Hello LesT, I know that some of the answers given to you in our email thread were not what you were wanting but we are trying to help resolve this issue for you. If resolution is what you are wanting, please follow through with the Corporate agents instructions to perform a speedtest at speedtest.net and then to call them with your results. I know this may seem like a waste of time, but after having run a check on your modem and determining everything is working properly, this is the next step to address the issue towards their resolution.
(Edited)
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Old Labs

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One final consideration for this unexplained usage that occurs while the modem is disconnected or even powered off, is that there is a delay before usage actual shows on the usage meter. Typically there's a handshake that occurs between the Exede server(s) and the modem every 15 minutes (sometimes longer) - those handshakes naturally don't occur when the modem is disconnected. Once reconnected, the next successful handshake may be catching up on those missed since the last successful one.    
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Jamie Baudizzon

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for what it is worth, LesT, i am having exactly the same problems, same excuses, same attacks by "champions" same runaround by exede,, untruths untruths untruths....coupled, of course, with  ABSOLUTELY NO TRUTH, NO SOLUTION, NO EFFORT
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Exede Kimberly

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Hello Jamie, I have yet to receive an email to the address we have provided, www.exedelistens@viasat.com. Please try sending in a brand new one and we will do what we can to assist you with the issues you are having. Thank you. 
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Russell Kirkland

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Before I even get started, I do not want any representatives or champions to try to help me as I have already been there and done that to no success at all. I can also attest that Exede is horrible and they have major data usage issues although they do not want to admit it. I use to be a computer technician and know my way around computers and have called and spent numerous hours doing what they tell me all to no avail. I have told numerous people who have wanted to sign up to stay away from this company and lucky for them they have followed my advice. This company is ripping people off.....
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Justin Mercier

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With whom do I make my Faustian deal to get this unlimited plan?
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A. Everett Neuman

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Hi Justin,
I am at the other edge of that beam on the Eastern plains due east of Boulder. I asked the same question, and was told, "No, not at this time yet."

The marketing side of my brain figures, the offers are made to homes/ people along the front range that are swamped with Cable, DSl and every other provider with FAST internet.

It's the only way the unlimited part (150 Gig) would make any sense. Why ask for a spark when there is a lightning bolt buried or aerial in your back yard. They are just being selective for some new customers inside of a flooded market area.

Everett 
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Justin Mercier

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Everett, that actually makes perfect sense. Thanks for the perspective.

On a completely unrelated note we're getting some heavy snow up here. I just bought a super soaker and a gallon of deicier to blast the snow off the dish, I can't wait!

Stay warm and dry down there, neighbor!
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JEP

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Justin - Here is a picture of my old WildBlue dish in the snow.  I was still connected and running at about half speed. But 1/4" of ice will shut you down hard.
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A. Everett Neuman

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Hi Justin,
I'm in a white out. My world has become very small. 100 feet visibility max and blowing.

JEP, A good shotgun blast with #4 shot @ 40 feet will dust that off. Beware the house siding if it's vinyl. ☺
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Justin Mercier

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Ha ha JEP my dish never looks that clean when it snows. As Everett can attest we usually get anywhere from 8" to 2ft when it snows here so my dish usually ends up looking like a oddly dish-shaped snow mound! Fortunately up at this altitude the sun ends up melting it quickly even when its below freezing so I never have to wait more than a day or two, but I hope with my new super soaker to achieve even higher SLA!

It is Still snowing up here Everett and temps just dropped quickly so brace yourself out there on the plains. Tomorrow looks like it should be sunny.

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