Data usage discussion

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Why can't this company provide a detailed view of data usage?  It would seem a look at a bare minimum of daily usage or better yet hourly usage might help those of us trying to eliminate extraneous usage. We are three months into a new contract and have had problems last month and already this month.  This month we have eliminated all but one computer on the system. It is off unless used and only about an hour a day if that.  All phones, tablets, and laptops we have elected to use cell phone wireless connections, which we can have detailed data usage printouts.  Two days into the month we have used 4 gb and no one has used exede accept after midnight. In the two days with 5 phones, three tablets, four laptops on the cell phone service we have use 1.5 gb, I would say there is an erroneous measurement somehow.  Anyone else having these kinds of difficulties.  Discussions with the exede support staff has proven difficult if not impossible.

Dr. Bill Swyers

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Bill S

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Posted 5 years ago

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Old Labs (VS1-329-L12FZ)

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Bill,

They can, and rumor has it that providing a better usage meter is in the works. Even then it likely won't satisfy some complaints since some are of the opinion that Viasat should be responsible for tracking usage at a very granular level (e.g. what exact web site, how much data consumed, what did I send/receive and when). While possible, that raises some privacy issues for me personally not that we aren't being tracked already. As to when it will arrive, who knows? I suspect when it does, it may provide a daily breakdown of total upload/download for the past 30 days or so (or maybe limited to current monthly cycle) - but that's just speculation.

In the meantime, most of us rely on one or more of the tools available and mentioned throughout the community here. My primary tool is my router's traffic monitoring that provides sufficient information on my wireless and wired connections. For the most part and within a reasonable margin of error (+/- .1GB) due to rounding differences - it's been consistent with Exede's meter provided through the NRTC.

P.S. You should also be aware that there have been some reports that the Late Nite Free Zone has failed to engage at 12:00 AM local time on the nose - although I haven't seen that one yet - it's generally within 30 seconds +/-

Now if Viasat wanted to expose some of the more useful information with the modem's cgi script without requiring an installer password, they might find some enterprising, card carrying GOP member (grumpy old programmer) in beam 329 willing to provide a nifty little utility for Windows users to keep them better informed (in his spare time of course which is becoming exceedingly rare).                                                   
(Edited)
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Bill S

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Thank you for the comments. I will look more closely at the router software for evaluating usage. I have Linksys router that seems to fail quite often with the satellite feed. Any suggestions? I will also pay attention to the after hours usage. This seems like it could be a real issue.
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jimpryde

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I just had to replace my mother in laws Linksys router for that same reason. I got her the same tplink model we have. It has only basic usage statistic tracking. Asus' nighthawk models are very robust but also expensive.
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Old Labs (VS1-329-L12FZ)

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Bill,

There's another recent thread regarding routers and some recommendations at:

https://community.exede.com/exede/topics/is-there-a-best-wifi-router

Largely a matter of personal preferences and $$$ and some others not mentioned specifically there or here as above, have been known to be problematic with Exede.

P.S. Don't overlook the usual recommendations if you haven't tried them yet:

  • AdBlock Plus
  • FlashBlock
  • Setting Windows to only check for updates and not download (except at your command during LNFZ or EBFZ).
  • Setting other applications to not automatically update - simply notify and allow for manual download during non-metered periods.
  • Set Windows 8.x  (if applicable) to metered mode and turn off live tiles that are unnecessary.
Do those first and you may find a new router is unnecessary provided you're not experiencing some of other issues noted here like the one below.

Finally, it's easy to forget that a device might have been configured to use your wireless router. Easiest way to handle that is change the wireless password and change it only on those devices you actually want to use. Then see if anybody complains about being unable to access wireless and decide if worth it to allow.
(Edited)
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Brian Shackelford

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Now if Viasat wanted to expose some of the more useful information with the modem's cgi script without requiring an installer password, they might find some enterprising, card carrying GOP member (grumpy old programmer) in beam 329 willing to provide a nifty little utility for Windows users to keep them better informed (in his spare time of course which is becoming exceedingly rare).  
I am not so much a Grumpy Old Programmer, but would be willing to offer the same as Old Labs.  It would be worth it to me just to satisfy my own needs to write something to do this.
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Denise SPOTILA

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This situation is almost identical to what we have been experiencing. Talking to Exede has been useless. I do not use 4g with my phone company using all devices in cell company data a month but use all our Exede data the first few days of billing cycle? Only one computer and it is not left on. Our router is locked and in fact now disconnected. Still using data with Exede tho.......
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ExedeKarmin

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Hi Bill,

I'm sorry to hear you are having issues with your data usage.  I can't provide you with the specifics, but I can provide you with the categories in which your data is being consumed.  Please send me an email to exedelistens@viasat.com with your account and contact information.  I look forward to assisting you.
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S.A.

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LR,

I can understand why Me would become defensive; the whole tone of your posts have been a little condescending. I did not read that Me was asking for a website-by-website NSA type tracking of data, but like me wants some kind of break down, possibly by the hour of total usage.

I emailed Exede and asked the same thing and received a reply from someone who had not taken the time to read my email. This customer service representative gave me the pat answer of where to find my data usage meter. I already knew "where" to find the usage meter, I was asking for a little more detail so I could figure out where my high usage times were. This was all before I installed a wireless router; my computer was linked directly to the exede modem. I don't think this is an unreasonable request, and I would have preferred to have been contacted by an Exede Customer Service Rep. who actually appeared to give a darn about the customer. 

Based upon where I live, I don't have a lot of options for internet service, so I was very happy to stumble across Exede. One of the reasons I left my previous ISP, which was a broadband to go Mifi service was because they stopped giving me any data usage beyond a meter and an email telling me that I had reached my data usage cap after only 1-week of service. Here again, I was not asking for specifics, just proof that I had indeed used that much data. I require my bank and credit card companies to provide detailed statements, it is not unreasonable to want the same from my ISP.

To Me the Customer, I would recommend trying to contact the company by telephone and escalating the call to a supervisor. Before you call make a list of grievances you want to discuss, then check them off as your conversation progresses. Be very specific about what you want the company to do for you and ask the company representative to be very specific with you about what they can or are willing to do.

If you still feel that your concerns are not being addressed you do have the option of contacting the FCC. The FCC has an online form you can fill in and submit, and the form has plenty of space to air all your grievances. If part of your grievance is with the company that sold you the service, you may have to make seperate complaints to have all of your issues addressed. I'm not one who believes in shooting from the hip, so I only mention contacting the FCC as a last resort.

Good luck, and I hope you can get everything resolved. As for me, I will continue to contact Exede and request a break down of my usage, hopefully, if enough customers keep requesting they will hear our voices and comply.

S,A,
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A. Everett Neuman

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S,A,
I do think you should track down the many post from "Me the Customer", then you will see that many offers of help have been made by the forum members and Exede's rep's and office based help officials.

This was not the normal data loss, slow connection or WoW won't load type of issues for Me the Customer. Get the fact's first, then judge our "the whole tone of your posts".
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Old Labs (VS1-329-L12FZ)

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Offhand, I suspect none of the recommendations made will make a difference if accepting Me's explanation of her dealer/installer experience posted in another thread - she's probably saddled with a poor install based on the perceived dealer/installer attitude I see. She wouldn't be the first it seems.

FWIW, if I didn't care I wouldn't have replied - take it, leave it, interpret as you will.

That's the beauty of social media, everyone has a right to get upset - sometimes venting alone can soothe the soul.
(Edited)
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S.A.

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Everett,
How much more research can I do than to read the entire thread of this blog. Like I said, I'm not shooting from the hip, and all I was doing was expressing an opinion regarding how I perceived the "tone" of the conversation. 
S.A.
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lowdog

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Most of the complaints I see are from users wanting a more precise means of monitoring data consumption beyond taking screen shots of the dashboard speedometer that only shows cumulative data consumption during the current billing period. I grow suspicious when in am not connected on any of my mobile devices and the laptop is off or disconnected and the upload light is flashing. Is there a phantom user accessing my account? All that I would like is daily and hourly data usage. Come March, my monthly 20GB promotional plan will be cut down to 10GB. I'd like to get a handle of my usage so when there is less data to consume I will be prepared.
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david, Champion

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You can have a list of your data used down to 15 minute intervals. Download and install Reality Ripple's Satellite Restriction Tracker Software. It's free or $15 a year depending on what level of service you what. The $15 is well worth it IMHO.
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Steve Frederick-VS1/Beam314, Champion

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lowdog, the upload light does flash even if there is no activity initiated by you or your connected devices. The modem is merely "calling home" to check that it is still connected to the mother ship. This is not data that is charged to you, but necessary for everything to work. If you are using a VOIP adapter on your connection, the VOIP adapter will continually "call home" to check if you have any phone calls. With Exede Voice, the data does not count toward your allotment, any other VOIP service the data does get counted, although it is fairly small unless a call is in process.

Also, there are several good data tracking apps available at no charge that will give you data usage down to the hour, day, month, year and some give a breakdown of what applications are using the data. I use Networx, others use BitMeter2 with good results. Here is a link to some of these apps. http://www.hongkiat.com/blog/monitor-internet-usage/
(Edited)
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Jamie Baudizzon

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LOWDOG, we are being accused of using data during days that there are no people and no technology in the house, when we are over an hour a day.  i cannot get any explanation from exede, and have been combing these blogs looking for a possible explanation.  let me know if you find out anything, please!  our only other option at this point is file complaints and get out from under this company and the constant balogna!!!!
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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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JrzyJin

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If you're like me, you've chosen satellite because it's one of the very few, or perhaps even the only option available to you for broadband grade internet.  So in a way, ViaSat has what marketing people sometimes refer to as a "lock-in."  Meaning you're stuck.  Up their river without a paddle.  With that in mind, the "driving force" for repairing or adding features that their user-base desires is somewhat lessened for them, and they don't feel quite as much pressure for the "necessity" to do so.  Hopefully this will change soon.
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Justin Mercier

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No, I much prefer giving my login info to a creepy alien in children's clothes and then waiting while a bunch of unnecessary AJAX widgets load account details I don't want just to see a simple summary of my current usage.

Yes, I am being sarcastic. I don't understand why the modem doesn't track this info and provide a quick status itself.
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Steve Frederick-VS1/Beam314, Champion

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Why not just install a data monitoring app on your computer and get all the information you want. I use Networx, others like BitMeter2. They are all free.  http://www.hongkiat.com/blog/monitor-internet-usage/

Your modem is very busy just trying to communicate all your requests with the big satellite in the sky.
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Maggie Dallal

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Has anyone had any luck? We just signed up for exede this month and I wish I had seen this forum. I went through 8gb in one week and that was on an iPad by browsing the web and one FaceTime call. On our Verizon account we use less then 3 Gb a month and surf the web way more. I would cancel service because obviously something is wrong but we would have to pay $350!!! I called customer service and they had no idea that this was an issue. The tech support was not very savy so I asked to talk with a supervisor, who was not available. They were supposed to call me back but no word. They did give us 5 BG for this month but this doesn't solve the problem. I am so,upset and feel cheated by this company. Trying to reach out to media outlets to investigate and contact the FCC. Has anyone else had any luck I'm getting this solved?
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Starring Matter

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Maggie, above you mentioned a facetime call that was done over the exede network.  Face time is not just audio and video, but it's two way audio and video, and very likely in mid grade HD  720p if not full HD 1080p.  Even a very short facetime call can use a tremendous amount of data.
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Maggie Dallal

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Great thanks for your opinion. I am just not sure it's accurate. With a quick google , it gives low numbers. 15 mb for 10 minutes.

I will be waiting to speak with a rep and get accurate information.
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Old Labs (VS1-329-L12FZ)

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Maggie,

Yours is a familiar tale in dealing with 1st level phone support, like others you'll probably receive better support going through email and Kimberly directly or at least be better positioned to find a solution.

However, not being an iPhone/iPad user, I wouldn't be surprised if the iPad is able to detect that a Wifi connection is cellular vs. non-cellular when tether to an iPhone but that's speculation and defer to those more familiar with a purely Apple environment.

Originally I was going to ask why on earth are you using Exede in NYC, but can now see that your referring to the weekend getaway using Exede. when there do you similarly tether the iPad to the iPhone which in turn uses the Exede connection via a wireless router (not even sure that's possible) or do each connect separately to the wireless router?

The only analogy I can offer (and not a valid one since talking wired vs. wireless) is that of different behavior on wireless vs. wired connections when using Windows 8.x. If I were to take my wife's Surface Pro and connect it to my router using a Surface Ethernet adapter and a wired connection to my router, I'd have to (and do) take additional precautions regarding data use. Window 8.x knows the difference between wired vs wireless connections.

When wireless, a simple switch allows declaring that it's also a metered connection which automatically conserves data. to some extent. When wired however, that option isn't available (Microsoft falsely assumes that wired connections can't be metered - and this is true for the majority of users except those on satellite connections, a small segment of the population comparatively speaking). As a result, I need to go through and manually disable all of those features automatically covered by wireless metered mode if I were to use a wired connection.

Even with wireless metered mode it only impacts Microsoft applications to begin with, so added precautions are needed for non-Microsoft applications regardless of whether a wired or wireless connection. I've just taken a pessimistic, manual, worst-case scenario approach rather than relying upon Microsoft's misguided assumption.      

Now that I've covered all of those Microsoft and non-Microsoft products, I'll be going back and turning metered mode off at some point to measure the real impact - but that will have to wait until I'm next awake during the LNFZ which just turned into a pumpkin and don't want to take the chance that i missed something .
(Edited)
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Maggie Dallal

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I emailed Kimberly yesterday :)

Thanks for the info but I really don't want to have to think that hard about conserving data. I feel bad for you guys. We have unlimited cable connection at our main house and cellular service is decent at our second home. So I don't need exede as we have other options. I'm not Interested in paying them crazy prices for their services and spending time at a vacation home worrying about settings on my devices. It's cheaper to get Internet on an island in the South Pacific! It's all just very annoying. At the very least, I will be saving some friends from getting stuck with the mess of satellite services. Stay away!

I just want to cancel service and not be charged. It's a pity that a week after purchasing service I can't cancel without being penalized. .

Best of luck.
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JEP

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Maggie - Yes, very advisable to tell your friends that if they have other options for reliable broadband Internet, they should choose that over satellite. Except for a few applications, satellite Internet is the choice of last resort.  Anyone who does their homework knows that already, sorry you had to learn the hard way.
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hexe

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Just doing a drive-by to give an update on my data usage since the spontaneous mutation interval that occured in October, when I ALLEGEDLY, magically burned through my alloted 10GB in a mere 18 days--after having never, ever using my full allotment of 7GB back when I started the service in 6/2012, let alone the 10GB we were upgraded to. So, after 27 months of using less than 10GB/month until October 2014 arrived, what has followed? Well, November usage: right back where it usually runs, under 6GB. December: also right back where it has been since 6/2012, under 6GB. Have changed nothing--save for installing an app to track my data usage, as suggested by one of the champions here . Same equipment, same usage, no movies, music, etc.

Until October 29, 2014, I had ZERO complaints about my Exede service--consider it a good value, it worked well, it beat the pants off of my only other option, dial-up, and 7GB was sufficient for all the things I do on-line. I'm hoping that the October Surprise was a one-off event, and it never repeats itself. There is absolutely no way I could use 10GB of data in 18 days, and my past usage history along with that of the past two months illustrates my point quite well.
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Steve Frederick-VS1/Beam314, Champion

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hi hexe, that is good news. What you experienced is obviously one of those "ghost" data mishaps that others have had happen, most likely where the modem loses communication with the mother ship, and then tries unsuccessfully to reestablish the link, in the process constantly loops for long periods of time. I know that others have had this happen, but Exede will never admit that it goes on. Hopefully, you will not ever see that happen again. It looks like you have been able to keep your internet usage well within the data allowance on your plan. Good luck, and enjoy Exede.

Steve
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david, Champion

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I had this happen about a year ago. I have Satellite Restriction Tracker installed to monitor Exede usage  with 15 minute updates so I could tell it used 5.3 gigs in 15 minutes while we were asleep. It happened the day before we rolled over so it didn't make any difference and I didn't call Exede. That is the only time in almost two years we've had unknown data usage.
(Edited)
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Carol Meza

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I have a MAC and use surplus meter to track my data.  Every month it has shown that I have not used even half of my data allowance, yet Excede claims I'm all used up by the same date every month!!!  This is the first month where the two have almost agreed. (does 9.1GB = 5002MB?) I have called and gotten the "It sucks to be you, have you tried the midnight zone?" run around.  Midnight zone is a lie also.  I stayed up two nights to update my MAC, and still didn't work.  Customer service could not help me. 
Few options in my rural area.  Looking at Verizon hot spot instead. 
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Phil Marhold

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Wow, this page is a lot different than the Reviews page on the front of the web site. This data thing is causing a lot of stress in the family.  Even raised voices.  Everyone is voting to go back to unlimited dial up.  That is how much this stinks.  We're ok if we have our 40 plus gigs.  The 25 plan is $130, plus rental and tax and 15 gigs at $10 each, about $260 a month.  All to have the magic box that connects everyone the the web. It's really about the money, and not the gigs.  What is a gig?  It's a funny looking word, but we all got to have 'em.  Can't see it, touch it, can't make one, but you can buy 'em!  If you're here, you probably have a contract without a trial period, and some of us now, (who could have predicted this from the website) realize this costs more than we want to pay.  Yeah, it's our second month, 22 to go.
Phil Marhold
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Exede Beau

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Phil, I'd like to take a look at your account and see what options may be available. We certainly don't want internet to be a stress in your family, it should help to make things easier. To protect your privacy please send me an email at exedelistens@viasat.com with your account information and I will take a look.
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Rebecca Goins

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It all depends on what you are doing on there. If you have the freedom plan if you go over 150 gigs a month then you need to slow down on the usage. I found doing a lot of downloading will take a lot of data so I try to do my major downloads once or twice a week. My kids like to watch a show about once a week does just fine.
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Jim

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 the FTC said they've done this to thousands of people.    I doubt seriously you can back up this claim. Also, there is no class action suit. You agreed to arbitration in your 
Agreement with Exede. People having problems like yours are the exception NOT the rule and 90% of the problems you are describing end up being on the customers' end.
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Ann Peck Morgan

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every month I get restrictions after 2 and a half weks and I am the only one using mine and I do not watch videos on mine and don,t do much except social media, email and look up stuff on line
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Exede Lindsey

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Hello Ann, I would love to review your account with you and discuss ways to maximize your data.  I will be glad to view your account details and check your usage categories.  Once we figure out where your data is being consumed, we can find ways to help you enjoy the activities you love.  Please send me an email to exedelistens@viasat.com with your account and contact information. Thank you  
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Old Labs (VS1-329-L12FZ)

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Ann,

First, send an email to one of the Exede moderators (ViaSat employees) at:

exedelistens@viasat.com

Include your account information since they have no way of knowing it from your account here. They will be able to provide you with a general, categorized breakdown of your data usage, while at the same time determining whether there is a potential issue with your install.

Secondly, provide us with some information regarding your environment:


  1. What operating system and version? (Windows 7, Windows 8.1, Linux, etc).
  2. What Internet Browser do you use (Internet Explorer, Firefox, Chrome, etc.)
  3. Do you have a router so you can share access with multiple devices or is your computer directly connected to the modem?
  4. What social media sites? (Facebook?)

With that some of the regulars around here will be able to provide some specific (rather than general) recommendations on how to bring your usage down.  
      
(Edited)

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