Data Usage

  • 2
  • Problem
  • Updated 1 month ago
  • Acknowledged
Wow! I typically use about 50% of my monthly data (20GB). It reboots on the 12th of the month. Two days (23rd) ago I had used about 20% of this month's data. Today I turn on the computer to find I've used it all??? I called support, and a lady there informed me that that my data usage was valid. It certainly was not. Where do I go from here to get my speed back/ And my data? I live back in the woods with no neighbors close enough to steal data, and my connection monitor shows no idication of any strange connections.
Photo of Wyngs

Wyngs

  • 51 Posts
  • 7 Reply Likes

Posted 5 months ago

  • 2
Photo of Wyngs

Wyngs

  • 51 Posts
  • 7 Reply Likes
ADDED: I don't watch movies or download them to my computer. I do watch an occasional short item on You Tube - none of which had such an effect before.
(Edited)
Photo of Wyngs

Wyngs

  • 51 Posts
  • 7 Reply Likes
Added: Emails from Exede .... One says that on the 23rd at 1:37pm I had used 70%. Than one at 2:24pm says I had exceeded my data. Is it even possible to use up 6gb in 47min???
Photo of Sophie Mae

Sophie Mae

  • 66 Posts
  • 32 Reply Likes
One thing that comes to mind as a hog of data is Windows updates. If you're using Windows, it's entirely possible that an update might've eaten up a goodly chunk of your data.

Another thing could be a virus or malware. If a brand-spanking-new bug has been introduced, it could make it past an antivirus or malware protection program. Doesn't happen often, but it does happen (speaking from experience here, sadly).

Sorry that I can't answer your question about getting your data/speed back. Have you considered emailing viasatlistens@viasat.com? They might be able to give you more information. 
Photo of Bradley

Bradley

  • 1083 Posts
  • 352 Reply Likes
I will say between Sunday and Tuesday of this week there was some mysterious data usage. I’ve used less than 40gb this month. Somehow I used 16gb between Sunday night when I left home, an hour at home Monday, and general browsing and YouTube for a few hours Tuesday evening. No updates. No pc on. Managed data for over a decade. Just more than should have been consumed. Last night I did some light browsing and played Xbox for about two hours. Used .1gb. Go figure. I’m attributing it to “catch up” data readings, but keeping an eye on it now.
Photo of Old Labs

Old Labs

  • 3715 Posts
  • 3737 Reply Likes
Beware Windows 7 and Windows 8 updates - in my case and in the last week alone I've encountered a couple monthly security roll ups that have repeatedly downloaded and installed (despite installing successfully the first time) - the Windows 8.1 update in particularly was some 300+ MB and went through three iterations before I stopped it and burned a just under GB in no time at all.

Since Windows 7 and 8 updates have pretty much slowed to a once monthly security update event, I had re-enabled automatic updates trusting Microsoft  - no longer and have reverted to simply being notified when available ;)

Wouldn't be surprised to find the same bug hitting Windows 10 users also... check your windows update history. 

           
(Edited)
Photo of Bradley

Bradley

  • 1083 Posts
  • 352 Reply Likes
Windows 10 is a data hog, but not powering the PC on severely limits the data it can consume.
Photo of Old Labs

Old Labs

  • 3715 Posts
  • 3737 Reply Likes
He said his loss occurred on the 23rd presumably when powered on and noticed it only when powering on yesterday - we can only go on his description (which in this case isn't really much to go on) and obviously data losses only occur while powered on (or when not in a sleep state assuming you disable wake from sleep features as needed). The times on the email notifications I receive are simply the times the emails are sent - not necessarily reflecting when the data overage was incurred due to delayed usage reporting.

Mine occurred when powered on (and not in a true sleep state since I;m always powered on).

My router isolated which machine (and host site) and Glasswire isolated which application/process and what time(s).

I don't use Windows 10 myself, but isn't the Spring Creators Update rolling out about now - in the past some have noted that some of their settings regarding data savings (e.g. metered mode, WUDO, etc.) magically return to their unwanted/undesired default states.

And here everyone thought data usage issues were a thing of the past with "unlimited data" ;)  
(Edited)
Photo of Bradley

Bradley

  • 1083 Posts
  • 352 Reply Likes
They keep pushing it back. Next week most likely. I was hoping it would come out before my data reset.

Apple had a small update this week.

Just making the case that maybe there was a glitch earlier this week. See if anyone else chimes in. Patterns don’t always mean something, but they aren’t always coincidences either.

I’ve rarely had mysterious data disappearances. This week, I can’t explain mine. Now maybe if the mobile app worked......
(Edited)
Photo of WifeofTNVeteran

WifeofTNVeteran

  • 6 Posts
  • 1 Reply Like
July 5th @ 7:18pm 5.9G
July 8th @ 12:58pm 37.7G
July 8th @ 9:37pm 37.7G
July 10th @ 5:02am 47.1G
July 10th @ 8:06am 48.9G

I too am concerned about the amount of data that mysteriously disappears for no reason. I have tried to figure this out through live chat on the account page and both times I have received user information that does not make sense. The first time I was given two MAC addresses that was actually the same device, last two digits was the only difference. I didn't recognize it at the time due to complete frustration of even having a problem with data consumption in the first place. The second time the agent said the system does not have the capability of telling which devices are consuming the most data.
I have blocked access to gaming consoles and iPhones that belong to my teenagers so I know this is not an issue. The only device that has been used since July 8th is my Android smartphone. I have never used 10G in a whole month much less in 32 hours.
The frustration of talking to an agent once again will consume the biggest part of my day only to end in not knowing much more than I started off with. I can forget getting back any of the lost data for no apparent reason.
We also live in the woods and barely get a mobile signal for me to call an agent. This is why my only option for help is via live chat which will time out in 2 minutes if I do not reply within that time frame. With the speed of a dial up connection two minutes is laughable.
If anyone has a suggestion that might help, your reply is greatly appreciated.
Have a blessed day.
Photo of M.E.M.

M.E.M.

  • 116 Posts
  • 50 Reply Likes
I asked the Viasat Moderators to answer very specific questions in my post some time ago concerning data usage. I thought that  answers to those questions would help Viasat understand and crystallize what customers wanted to know about data bean counting.

https://community.viasat.com/viasat/topics/status-or-issues-related-to-data-ussage

To date, no one, including the moderators, has responded.
Therefore, you can draw your own conclusions as to why Viasat has not answered them,
Photo of Matt B

Matt B, Viasat Employee

  • 789 Posts
  • 394 Reply Likes
WifeofTNVeteran,

Please email us at ViasatListens@viasat.com.  Be sure to include all the information in your post, as well as your account number.  We'll take a look and see if we can shed some light on your usage.
Photo of WifeofTNVeteran

WifeofTNVeteran

  • 6 Posts
  • 1 Reply Like
July 10th 11:48am 51.2G
Android smartphone with zero activity in 57 minutes???
Photo of Matt B

Matt B, Viasat Employee

  • 789 Posts
  • 394 Reply Likes
WifeofTNVeteran,

Please understand that the usage meter does not update live.  It generally takes up to 24 hours to update, so it's very likely that this usage did not happen entirely over the past hour.

If you haven't already, please send that email.  Once we have your account number, we can look directly at your usage and begin to determine where and when it's coming from.
Photo of Andy Schack

Andy Schack

  • 854 Posts
  • 753 Reply Likes
Just an FYI here, if you are on VS2 using the built-in router, your dealer CAN see usage by device. I just looked mine up in SVT and it showed the devices by name in pie chart form. 
Now if you have your own router hooked up then it just shows all the usage being used by that router. 

Andy
Photo of WifeofTNVeteran

WifeofTNVeteran

  • 6 Posts
  • 1 Reply Like
Using the device supplied by Viasat. No other router is hooked to it.
Photo of WifeofTNVeteran

WifeofTNVeteran

  • 6 Posts
  • 1 Reply Like
I sent the email as you requested. If the data is only updated every 24 hours then we still have a problem.
Photo of GabeU

GabeU, Champion

  • 808 Posts
  • 467 Reply Likes
I would double and triple check those consoles.  Data usage like that resembles console downloads.  I'm not saying that's what's going on, but I would recheck them.  
Photo of Andy Schack

Andy Schack

  • 854 Posts
  • 753 Reply Likes
From years of experience in the "where's my data gone" soap opera, when I hear something like this it almost ALWAYS turns out to be either updates OR data backup. 

You HAVE to become the data version of Sherlock Holmes....I had to. I've got a Wife and 3 daughters, all with smartphones and tablets. I finally installed data usage apps on all of our devices. Then and ONLY then did I find out which devices were the culprits. 

Andy
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 3279 Posts
  • 1889 Reply Likes
Andy. Did you install Exede from its inception? I am talking about the old modem looping issue where the modem chugged away eating data when nobody was even using it. Didnt impact everyone, but did bite a number of us, including me.
Photo of GabeU

GabeU, Champion

  • 808 Posts
  • 467 Reply Likes
HughesNet's HT1000 had a similar issue.  It affected only a few and was quickly fixed with a software or firmware update, but it happened.  
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 3279 Posts
  • 1889 Reply Likes
The old Wildblue meter was reliable and provided more usage details. Yea. Progress.
Photo of WifeofTNVeteran

WifeofTNVeteran

  • 6 Posts
  • 1 Reply Like
I am still waiting on a reply from Viasat. I have not allowed anyone else to use wifi since July 8th. My data is still increasing at a rapid speed but not like it was before I kicked our two teenagers off. Downloaded the Viasat app and matched the "said" connected devices with the MAC addresses of every device in our home. Today I noticed it said 3 out of 4 DVR boxes have been connected most of the day. Not so, I have been out of town and was sure to turn everything off.
I have been a rookie Sherlock Holmes and data MOMager for a few years now.
Photo of WifeofTNVeteran

WifeofTNVeteran

  • 6 Posts
  • 1 Reply Like
I am still waiting on a reply from Viasat. I have not allowed anyone else to use wifi since July 8th. My data is still increasing at a rapid speed but not like it was before I kicked our two teenagers off. Downloaded the Viasat app and matched the "said" connected devices with the MAC addresses of every device in our home. Today I noticed it said 3 out of 4 DVR boxes have been connected most of the day. Not so, I have been out of town and was sure to turn everything off.
I have been a rookie Sherlock Holmes and data MOMager for a few years now.
Photo of GabeU

GabeU, Champion

  • 808 Posts
  • 467 Reply Likes
DVR boxes?  
Photo of GabeU

GabeU, Champion

  • 808 Posts
  • 467 Reply Likes
DVR boxes?  
Photo of GabeU

GabeU, Champion

  • 808 Posts
  • 467 Reply Likes
If you're talking about satellite TV DVRs, when they're "off" they're actually in standby, and still able to connect and use data.
(Edited)
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 3279 Posts
  • 1889 Reply Likes
Never connect satellite TV to satellite internet!
Photo of GabeU

GabeU, Champion

  • 808 Posts
  • 467 Reply Likes
I've read from a few people that have Dish that certain Dish receivers are much more data friendly, not using data for anything other than their On Demand viewing, or at least very little data.  Whether that's true, or true in all instances and situations, I can't say.  I still wouldn't try it, though.  

Now, DirecTV receivers?  Ugh!  I've seen instances of those things wiping out people's data in a matter of hours.  It's awful.  About a year and a half ago I connected mine just to see what it was like, and besides all of the terrible changes it made to the receiver, which caused me to have to perform a factory reset to "fix", I could see the data draining in real time.  And this was while I was watching absolutely nothing On Demand.  I turned it "off" and it was still sucking up those MBs.  It was awful.  

I learned my lesson about sat TV receivers, and so many others have, as well.  

Now, if I want to watch anything On Demand, which isn't very often, I use the network's own On Demand app.  I stream it on my laptop, which I connect to my TV with an HDMI cable.  That way, I can still watch it on my TV.  Those apps use data for nothing more than the actual streaming, and you can just close it when you're done.  Easy and safe (data wise).  
Photo of Steve Frederick

Steve Frederick, Champion

  • 2747 Posts
  • 1725 Reply Likes
Gabe, so many people get the false impression that when those TV DVR's are turned off, that they are really off.As you said, they are in standby and ready to record programs. Directv units are the worst for downloading all kinds of things, even if the users don't think they have scheduled them. The Dish Hoppers are much less data hungry fellows. I had Directv a year ago, and did experiment with how much data it might use after reading some issues that came up in this forum. It was near the end of my cycle, and I had some data left. I connected my DVR to the internet, and scheduled nothing. After 24 hours, my Directv DVR had consumed over 3 GB, and several different series of programs had been recorded, as Directv claims, these are programs we thought you would like since you have watched similar programming. The DVR was taken off my home network after that trial period.

Last August, I switched to Dish TV to save a large amount of money on my TV costs from Directv, which had increased regularly since AT&T took over. My Hopper 3 has been connectted to network, and uses around 3 MB each day unless I watch on demand programming, or when I use the "Dish Anywhere" feature when I am away from home and want to catch the local news.

My findings tell me that the Dish Hopper 3 uses only data when you actually schedule on demand recordings, while the Directv DVRs use data like it is free.
Photo of Brad

Brad, Viasat Employee

  • 3048 Posts
  • 1069 Reply Likes
Yep DVR will drain you. They will use up data even if you're not watching VOD because it has to download program information, guides, etc.
Photo of Wyngs

Wyngs

  • 51 Posts
  • 7 Reply Likes

Not a problem here. When I realized my tv was coming on only about two times a month I asked myself, "Why am I paying $100 a month for this?" Network tv actually turned me off a long time ago, so it was easy to kill that purchase. I haven't missed it at all. I now have a separate computer hooked up to my 60in tv to feed the internet to. The tube, music videos, etc, are nice on the big screen. Network tv is dead. For $10 a month I get two discs out from Netflix which covers well my movie needs.  Yeah, I'm an old coot who lives alone, so this won't be an answer for everyone, but it sure makes me happy.


Photo of Diana

Diana, Viasat Employee

  • 2217 Posts
  • 417 Reply Likes
Hello Wyngs,  what operating system are you using?  
Photo of Wyngs

Wyngs

  • 51 Posts
  • 7 Reply Likes

Windows 7 pro.

I wouldn't be adverse to buying more data if I had legitamitly used up mine, but I sure won't do it with the fear that it also might disappear.

Checking my update history, I had three definition updates for MSE on the 23rd-25th. I'm still looking to find the size of these, but typically they are quite small.

Photo of Matt B

Matt B, Viasat Employee

  • 789 Posts
  • 394 Reply Likes
Wyngs,

I have your email, and am investigating.
Photo of Wyngs

Wyngs

  • 51 Posts
  • 7 Reply Likes

I didn't mention that about a year ago I had a similar event. I believe I was at about 50% data used when suddenly I had bottomed out. I didn't mention it at the time because I was but 2-3 days from bucket refill, so let it ride.


Photo of Wyngs

Wyngs

  • 51 Posts
  • 7 Reply Likes
Thanks to Matt B. at Viasat. He researched the problem and found a massive, 16Gb download in a 2-3 hour period. His best guest was an update, although he indicated that's a LOT of data for any update. The source of the download was secured, so he couldn't find out where it came from. Thanks also for the 5Gb they gave me to see me thru. If I could find this data on my machine, I would be glad to make payment for the 5Gb. All I know at this time is that it does not appear to be a windows update. I haven't a clue as to what else would require such a massive udate....
Photo of GabeU

GabeU, Champion

  • 796 Posts
  • 462 Reply Likes
Malware, possibly?  Do you have anything else connected to Viasat in addition to the Windows 7 machine?  

16GB is awfully large for an update, and the only thing I can think of that could cause that, at least with Windows update, is a failure loop, but if you're not seeing any indication of updates in your Windows Update history it's probably not that.  
Photo of Old Labs

Old Labs

  • 3695 Posts
  • 3712 Reply Likes
As Gwalk900 said:

Before you can control your data, you have to identify the devices, programs and processes that consume that data. With the emphasis here on you...

Only you are in the best position to do that. It's really not Viasat's job but more importantly as Matt B notes, due to both technical, security and privacy constraints Viasat can't really provide a detailed explanation of data usage (well they could, but many would find that level of tracking to be objectionable).

GWalk's HughesNet legacy lives on at:

Understanding data usage/data loss and connection paths

You'll find his abbreviated Viasat version here:

Understanding and tracking Data Usage

Yes it's a lot of work but you'll be better positioned in the future to determine if the loss is yours or Viasat's (since that's always a possibility - yes I had one that was Viasat's). Without that effort you're just using a hunt and peck approach.

With regard to possible Malware (if unwilling or not wanting to track your usage in greater depth), if relying solely on MSE I'd suggest getting a second opinion - MalwareBytes often detects anomalies that others don't.
(Edited)
Photo of Bradley

Bradley

  • 1083 Posts
  • 352 Reply Likes
Wow. Not on the data but the speed. That’s 14-19Mbps constant for two to three hours. Mighty impressive. If they told me that, I’d straight up laughed. My connection couldn’t do that if it wanted. Must have known to download during non congested periods. I’ve never seen Microsoft, Xbox, or Apple updates download that quick. That’s a hard pass for me.
(Edited)
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 3279 Posts
  • 1889 Reply Likes
Probably not an update.
Photo of Wyngs

Wyngs

  • 51 Posts
  • 7 Reply Likes
For those of you who followed this thread, and might wonder about my internet viewing habits, I've used 0.4GB of data since VIASAT gave me the 5GB to see me thru a few days ago.  Now you should know why I got so perplexed when 16GB disappeared in a couple of hours. (grin)
(Edited)
Photo of Dennis W

Dennis W

  • 5 Posts
  • 0 Reply Likes
Just wondering if your data usage issue was ever fixed. I have a 150GB plan and historically use 40 to 50 GB per month. I have been on a residential plan for over a year and a half. For July Viasat says I used 150GB in 7 days. Totally impossible. I was throttled down to less than 1 Mbps. Customer service told me that there was nothing that they could do. "Sorry you used it." Complete nonsense. Since we had to wait til our account reset on Aug 12th, we have been using our phone hotspots which we can easily monitor data and used less than 16GB. With our phone we get a report of every instance, time and date of usage. Viasat will not provide this information. You just have to take their word for it. Who's kidding who? I wondering how many other customers have legitimately experienced these data discrepancies. They need to come forward as something is not right. I was a business user of excede for a few years and with 4 of us hardly ever went over our allowance which was less than the 150GB plan I have now. It's just me and my wife on a residential plan. Our usage patterns have not changed a bit.
Photo of Wyngs

Wyngs

  • 51 Posts
  • 7 Reply Likes
I haven't had any problems since then. I have speed problems quite often, but that's not much of a problem for me, as there's little I do on line that requires speed.
Photo of Bradley

Bradley

  • 1083 Posts
  • 352 Reply Likes
Everything online is dependent upon speed.
Photo of Wyngs

Wyngs

  • 51 Posts
  • 7 Reply Likes
True. Page timeouts can be a bit annoying. I typically suffer 2-3 of those every 24hr period, but I can live with that problem.
Photo of Dennis W

Dennis W

  • 5 Posts
  • 0 Reply Likes
Just wondering if your data usage issue was ever fixed. I have a 150GB plan and historically use 40 to 50 GB per month. I have been on a residential plan for over a year and a half. For July Viasat says I used 150GB in 7 days. Totally impossible. I was throttled down to less than 1 Mbps. Customer service told me that there was nothing that they could do. "Sorry you used it." Complete nonsense. Since we had to wait til our account reset on Aug 12th, we have been using our phone hotspots which we can easily monitor data and used less than 16GB. With our phone we get a report of every instance, time and date of usage. Viasat will not provide this information. You just have to take their word for it. Who's kidding who? I wondering how many other customers have legitimately experienced these data discrepancies. They need to come forward as something is not right. I was a business user of excede for a few years and with 4 of us hardly ever went over our allowance which was less than the 150GB plan I have now. It's just me and my wife on a residential plan. Our usage patterns have not changed a bit. 
Photo of GabeU

GabeU, Champion

  • 799 Posts
  • 466 Reply Likes
For July Viasat says I used 150GB in 7 days. Totally impossible.
No, it's not, and the likelihood is that something on your network used the data without you knowing it.  
Photo of Dennis W

Dennis W

  • 5 Posts
  • 0 Reply Likes
Thanks for your comment.  Why is it they will not give me an accounting of the time and date usage? They can go in and see it and gave me verbal examples, but they won't provide it. I can easily get that from my cell phone provider using my hotspot. If they gave me the accounting then that would be the proof, right? They refuse to give me the logs regarding our usage. 
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 3259 Posts
  • 1871 Reply Likes
The usage meters we have now are very basic. Their is no usage history like we had with the Wildblue legacy systems from 6+ years ago.
Photo of Old Labs

Old Labs

  • 3702 Posts
  • 3722 Reply Likes
Would you believe them if it was provided? Many here would still maintain that it's impossible even if provided with that info  - it's somewhat like letting the fox guard the hen house.

Many of us simply track detailed usage on our own using our own routers or third party utilities installed on each of our devices. We simply use that to verify the accuracy (or inaccuracy as the case may be) of the Viasat usage count. I've been using that method for nearly six years now and have only encountered one discrepancy occurring back during year 1 with the Exede service. It also tells me not only when data was used, but how, by what applications and what web sites (hosts) were involved. Trust but verify.  Plenty of info on tracking data usage independently  is provided just above

That being said, yes, Viasat should beef up its usage meter to include daily usage counts but that only tells you when the data was used not how or by what. It wouldn't kill them to give a monthly history going back a year either. Neither of those however are going to be reliable measures in addressing any excess usage attributed to bloated web sites, autoplaying videos, preloaded videos, ads, runaway java script and much more. 

Privacy issues would be raised if Viasat were to track each and every web site you're visiting - not that it's not possible to do so and probably is to a somewhat lesser extent than what you really want them to do - but they're not going to open Pandora's box unless there's a court issued warrant to avoid sliding down what could become a very slippery slope.  
(Edited)
Photo of GabeU

GabeU, Champion

  • 799 Posts
  • 466 Reply Likes
Dennis, 

As Old Labs mentioned, what many of us do is, on the devices for which we can do so, install programs/apps that can track data usage.  If we have devices that can't have programs/apps installed, but monitoring them is of importance, some of us go the next step and purchase a 3rd party router with the ability to monitor the data usage, and with the ability to break it down by connected device.   

I, personally, don't have a 3rd party router that can break it down like that, but I do have one that monitors the total data usage, and even with something like that (which cost me $40), it can tell me whether or not my devices used the data.  That may not help with a one time thing, but with an ongoing issue I could figure it out by process of elimination.    

Do you possibly have a game console or satellite TV receiver connected to your ViaSat service?   They can sometimes use data without you knowing, and even when they're turned off, at least in the case of the latter.  I don't have a game console, so I don't know what they can do when they're "off".