Data Usage Not Accurate

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  • Problem
  • Updated 1 year ago
  • In Progress
After only using 15-25 gigs most months and never getting anything over 5mbps down I decided to not switch to a competitor but get your most expensive offering. Since you are 1 of two options for me, I wanted to stay loyal and wait to see if your service improved.

Now every month my usage is reaching or getting close to reaching 50gigs a month which is what I am paying for.  I have my router set up to only allow updates on the free 3 - 6 AM (in fact, I start it at 3:30 AM just in case) but my usage continues to go up even with all my computers being off and me not being home.  I have gone as far as to disconnect your modem and the usage still being metered.  I don't watch Netflix and even have direct tv completely blocked from accessing the internet.

I have tried to contact exede cares, even called again and was told that I needed to get up at 3 AM to troubleshoot the issue when it was happening because you cannot tell me any details about when I am connecting or not, just the date I was last disconnected and my current up time.  Even though I was offline completely, I was told I needed to power cycle my modem because it has been connected for 3 days.  After getting very poor support I am told that the person works for Exede and they just follow their policies, that it is my problem that I am unhappy.
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John G

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  • frustrated

Posted 1 year ago

  • 2
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John G

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I find it somewhat ironic that since this post has been up there have been a couple of comments deleted, however my concern has not been addressed.  The fact that metering has not been accurate is a real problem, specially if you are touting a "Free Zone." I have contacted exede cares now twice with no response and there has to be a better answer that being up during the free zone to troubleshoot.  I am not even complaining about the speed that never goes over 5mgbs per second when it is advertised up to 25mgps.
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Old Labs

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The official response from the Exede moderators (ViaSat employees) will be to send an email to exedelistens@viasat.com and include your account and contact information with that email (do not post that info here since this is a public forum). They will provide a generalized breakdown of your data usage.

Alternately, see any of the recent data usage threads which contain information on how to verify the accuracy or inaccuracy of Exede's usage claims.

     
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Brad, Viasat Employee

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Exactly what Old Labs stated. We cannot really answer your question without looking at your account. Since this is a public forum we'll need you to email your account information over to exedelistens@viasat.com
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John G

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Case # 01282216 - No response for 2 days
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Brad, Viasat Employee

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Sorry found your email. It didn't get flagged as waiting sorry. I just replied
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John G

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Brad,

What might be useful is a guide or explanation on how the free zone is metered so that we can all use it as effectively as possible.  We all need to get updated on our various systems and the more information we have as to how to make them effective I think the better the experience will be.  I know it would help me.

Thanks.
(Edited)
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John G

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Old Labs, that is where I started.  I sent them an e-mail 3 days ago, called 2 days ago and posted here yesterday.  I truly want to be their biggest fan because I know they are trying the best with the technology currently available, but there are some baseline things that they don't do.  Their Free Zone claims has issues, and data usage tracking is not completely transparent.  This month I will have more data because I had to put an actual enterprise level firewall in front of everything to prove the data usage deal.  I literally have an deny - any - any rule set up right now.
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Old Labs

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John G,

Just an additional thought on "speed" if you haven't done the following and I'm just trying to get by with what little shared bandwidth we have during peak hours. I kept wondering why web browsing remains functional for me during the crunch times while others report it as unusable.

The best I came come up with is that I'm probably utilizing my little share of the available bandwidth more efficiently by employing the AdBlock Plus, Flash Control (not FlashBlock) and now occasionally the YScript extensions in FireFox.
Naturally my primary reason for using them like most is to conserve data but it also susbtantially cuts down on the number of parallel requests needed to fully load a page - placing less of a load on what little shared bandwidth I do get during peak hours. Flash Control handles HTML5 media preload behaviors that can chew up data quickly without even noticing it.     

Note that YScript is just the latest weapon added to the arsenal (it allows quick blocking of JavaScript on a per site basis). My purpose with it was to bypass the anti-AdBlock measures some sites are now employing and at least some of them function perfectly well without JavaScript - there's even one I use on a daily basis and quite frequently (a news aggregator) where the page usage is 900KB when I enable all three (AdBlock Plus, Flash Control and YScript) and it climbs to well over 7MB - web browsing is a lot smoother when only 16 requests have to be satisfied as opposed to 100 plus requests.

As I said, just a thought in passing as I attempt to squeeze every last drop out of what I've got for now while awaiting ViaSat-2 options. Chances are you're already employing them in one way or another - my choice Of Firefox and that combination is not a preference for Firefox but rather that the combination gives me the greatest amount of flexibility in taming some unruly web sites.

Welcome aboard Razorwolf...
(Edited)
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John G

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Yes, Firefox is a fantastic option.  I also use the uBlockOrigin extension on Chrome.  I guess my gripe with all of it is not having the option to pay for 5 vs 12 vs 25 mbps, because even though I am paying for an up to 25 service, I have never seen that speed.  The equipment might be capable of that during optimal performance, but it will probably not reach that.  I think being charged for what your average or even top speed is would be much more appealing to me... that said it is no different to other ISPs that advertise 50mbps or gig internet and it does not reach that.  I appreciate your response, thank you kindly sir.
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Old Labs

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Yep, I'd be complaining too if paying an additional $10 per month for speed not even attainable under the best of times.

I'm curious since I haven't checked it out yet but do you pay an extra $5 per month simply for the WiFi option in addition to the normal $10 lease? The web site isn't too clear on that (and it's not an option for me anyway yet).

More specifically I guess my question is whether you effectively pay an additional $15 for the Boost option beyond the normal lease since it requires the WiFi modem? 
(Edited)
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GabeU, Champion

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John G, 

Just a thought.  If you have Windows 10, do you have the "Updates from more than one place" setting disabled, or at least set to only computers on YOUR network?  
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Steve Frederick, Champion

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You should have the setting to do updates only to computers on your network. If you select the other option Microsoft will be using your computer as a server to allow others on the internet to download the updates. That will use  up countless amounts of your data, something you do not want.