Data usage not matching router

  • 1
  • Problem
  • Updated 3 weeks ago
This is the second month in a row that my data usage has not matched my router. Last month, they claimed I went over my limit less than a week into the reset. Considering how long I've had satellite internet, there's no way I would let that happen. My router logs confirmed what I said. The guy in the chat room said he would elevate the issue to a higher support tier, but I never heard back.

Just checked the data usage again. With a reset day of the 20th, they are showing that I've used 3.3 GB of data! That is not possible. Again, my router confirms that I've used a few hundred MBs at most outside of the free time. This is insanely frustrating. Is anyone else experiencing the same thing? I'm not going to keep paying for internet that I don't get to use. I don't like Hughesnet's plans, but I'd at least assume that they aren't dial up speeds for 20 days out of the month.

Since they've already ignored me once, I don't even know how else to complain about it. I guess they think that either I or my router is lying. So hopefully someone else has experienced this so that can see that there is an issue out there.
Photo of John

John

  • 31 Posts
  • 6 Reply Likes

Posted 3 weeks ago

  • 1
Photo of Lance Garrett Dean

Lance Garrett Dean

  • 14 Posts
  • 4 Reply Likes
I know the feeling. Mine does the same.

 I can use my Galaxy S9+ with a 45 dollar straight talk phone card all month and still have data before I have to renew. Watch video, listen to Pandora on the way to work over the car radio. Ask silly questions and let Google answer them for me. Its amazing that we even have data caps in this time of age. 

 I'm sorry your going through your issue. We have been going through similar issues as well. Reason I'm here now is to find out what speeds we are suppose to get after the priority data is all used up.

 It's been 23 days into my billing cycle and i'm getting .23 kbps download. Yes you read right. Slower then my dial up modem I had on a 286 mhz computer back in mid 1990's lol!

Yes I am over the data cap and spend over 100 bucks a month for internet. BUT COME ON! .23 KBPS !!!  At least give 56 kbps that way I feel more like i'm more back in AOL era in the late 90's lol. Seriously even after data cap is used the people should be able to still read their email or even pay their bills! I could not even log into my bank account at one point.  

Also, the connection is constantly going up and down. We had a service tech come out and said that we need all new equipment  about 2 weeks ago and that we would have to call and make another service appointment. Serious??? We waited a week for that appointment. Now after eventually calling them up and getting another appointment to get our equipment updated we are waiting another week. 

O yea just for the record my new plan should be 25 mbs download. On the phone the sells person said verbally when I asked what speeds should I get after data is used up. He said, "around 6 mbs per second. 

Something wrong here? Date of phone call 10/23/18 around 11:00 AM central time.   
(Edited)
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 3466 Posts
  • 2009 Reply Likes
Which plan are you on? While you might need new equipment, nothing is going to give you 6Mbps guaranteed after going over your cap. That sounds like a salesperson pulling a number out of thin air!
Photo of Old Labs (VS1-329-L12FZ)

Old Labs (VS1-329-L12FZ)

  • 3888 Posts
  • 3957 Reply Likes
Lance,

Mobile devices such as the Galaxy S9+ are specifically designed to use less data on cellular connections since cellular plans typically have data limits. If using the S9+ on WiFi, by default it's designed to use more data on a WiFi connection - after all WiFi's free isn't it? Except of course in the case of satellite plans having data limits - which is why Apple naively recommends to save data switch over to using a WiFi connection   ;)

If using the S9+ on a Viasat WiFi connection see the following to get it to use less data on that connection (until you can tap into somebody else's free WiFi connection):

https://www.androidcentral.com/how-tag-wifi-access-points-hotspots-your-android-device 

With any Viasat plan having priority data, a data usage threshold or a hard data cap, it's necessary to manage that allowance as best possible. Other devices have different tricks to use. Once you exceed the threshold you'll be penalized more than those who haven't during "congested" peak usage periods.

As far as dropping connections, ensure that it's not simply the WiFi connections dropping vs. the Internet connection (there is a difference). If poor WiFi connections then a more capable WiFi router may be the solution.     

As to the original poster, start by telling us what router and model as well as what those "logs" show data usage wise. Nobody better than GabeU here to tell you what HughesNet is like if you exceed your data...

(Edited)
Photo of Lance Garrett Dean

Lance Garrett Dean

  • 14 Posts
  • 4 Reply Likes
Yeah, I'm working on the connection issues atm. Once we get this old equipment upgraded we will go from there.
Photo of DavidBrowserGuy

DavidBrowserGuy, Browser Expert

  • 93 Posts
  • 76 Reply Likes
John,
One thing to check...  If your router has been compromised by malware, it may be injecting data and you may run through your data faster.  You might want to check that your modem firmware is up-to-date and reboot your router.  If your router firmware is up-to-date and you are still seeing a usage anomaly, please send your account information to browser@viasat.com and we will take a deeper look.  Thanks!
Photo of yourguytim

yourguytim

  • 139 Posts
  • 21 Reply Likes
Oh boy let’s see, Jim 16 called me a nut job once. HmI post that crap because it’s a reminder of their ***** service. Why the hell does that matter. “Actively encouraging people to not take part in the process of getting their own service improved.” Once in a while I have tried help people. Its not bad to give someone deciding a different view point to things. They can compare and find what’s actually best for them.
(Edited)
Photo of yourguytim

yourguytim

  • 139 Posts
  • 21 Reply Likes
Photo of John

John

  • 31 Posts
  • 6 Reply Likes
Thanks for the information on router malware. That does not seem to be the case. My firmware is up to date and the DNS servers had not been changed from automatic. The model of the router is an ASUS RT-AC56R, which has a Traffic Analyser section in its settings. Is the browser email address correct even if it isn't related to the browser? It seems to be behaving the past couple of days, but I'm going to keep an eye on it because it was certainly out of whack there for a while.
Photo of John

John

  • 31 Posts
  • 6 Reply Likes
Thanks for the information on router malware. That does not seem to be the case. My firmware is up to date and the DNS servers had not been changed from automatic. The model of the router is an ASUS RT-AC56R, which has a Traffic Analyser section in its settings. Is the browser email address correct even if it isn't related to the browser? It seems to be behaving the past couple of days, but I'm going to keep an eye on it because it was certainly out of whack there for a while.
Photo of Old Labs (VS1-329-L12FZ)

Old Labs (VS1-329-L12FZ)

  • 3888 Posts
  • 3957 Reply Likes
Yes, the email address is correct - David's responsibilities go far beyond the Viasat browser.

if the Asus router has a Traffic Analyzer, ensure that Network Address Translation accelerator is disabled - it has been known to cause the traffic analyzer  to be inaccurate (in my case it wasn't recording much of my wired traffic) - that accelerator makes little difference on satellite internet anyway so you lose little by disabling - also ensure the firmware is up to date too I recall some discrepancies due to one particular firmware update.

Wasn't aware the RT-AC56R had the Traffic Analyzer (perhaps you meant the Traffic Monitor which is quite different). However, the Asuswrt-Merlin third party router firmware does add the Traffic Analyzer to that model as well as a number of other features - perhaps that's what you're running.

As an aside, I wish the moderators would have left yourguytim's reply to David that appeared before mine - it would have clearly demonstrated for all to see just how unhelpful he is - but his two word monosyllabic reply was simply "bull crap". I don't care what he says, but I do care to the extent that it might prevent or otherwise deter David from reaching out to others in the future or more importantly discourage others from seeking assistance from those who can actually help.

You're free to take anybody's advice here - and anyone can review yourguytim's posting history under his profile here to determine if he's ever been helpful as he claims.

My reply to David was more to encourage him to continue reaching out and to not let the turkeys get him down. Having been there in the past, I would suspect he's facing some resistance internally in directly reaching out to customers rather than adhering to strict technical support process guidelines.  
(Edited)