Data usage when no one is at home?

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Baby brand new Exede user (1 month). I'm trying to :learn the ropes" but this is confusing. Anyone that can offer suggestions, it would really be appreciated.

Second month began yesterday. I received an email with my bill and immediately went to my portal to take a look. The usage meter showed that there was 0.1 gigabytes usage on my account. Problem is that I left home on the 26th and am still away from home...so is my computer...and I unplugged the router. Sooooo....I contacted Exede by phone. After an hour of not getting through to the lady on the other ends (although she was nice about her cluelessness) I was instructed to contacted Exede today.

Overnight someone at tech support got the memo and I received an email this morning asking for permission to review my usage, etcetera. I provided the info she requested, but haven't heard back. Just a few minutes ago, I checked my usage again. No l;onger at 0.10 gigs, it's now showing 0.30 gigs!! This doesn't make sense, or does it? I have a 10 gig account. At this rate (0.3 gigs in just over 24 hours) there will be almost 4 gigs used while no one is at home this month. Last night I asked if the Exede equipment communicated for some reason, and would that usage be charged against my plan? Yes, the equipment does communicate, No, it is not charged against your plan. (I hope the call was recorded for training purposes.)

Does anyone have any idea what's happening here and if I can do anything more to resolve the issue?

Mel

UPDATE: In the three hours since my post the usage meter has upped to 0.5 gigabytes. Still no word from Exede....
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Mel

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Posted 4 years ago

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Billy Hearnsberger

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Welcome to Exede..You will be repeatedly told they will help you by telling you what is using your data and that their measuring equipment cannot be wrong..I suggest you just get used to it because they cannot or will not give you any information that will help you and you will eventually give up anyway..Just spare yourself the grief..

  
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JEP

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Mel - Check around this forum for tips on computer background data consumption.  A few tenths of a Gigabyte are nothing to get excited about.  You can have your computer off for days and boot up and before you can check your usage, your computer can download that much easily.  If your Windows updates are set to auto or you use ANY cloud services, it is fairly easy to eat up your data with background processes.  Windows 8.1 has a 723 MB update that was issued a few days ago.  I made sure I did that one during the LNFZ.
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Mel

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Thanks JEP, I'll look around for some tips. I wouldn't worry about a few tenths of a gigabyte but it's now showing seven tenths in two days. No one at home, no computer there, and the router is unplugged from the power bar. Yet the usage creeps up. At this rate, my account will have used over a gig by the time I get home and put a computer on line. It just doesn't look right. But, we're going to make it work, some how.
Thanks again for the tips.
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JEP

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OK, that is strange indeed if your usage is creeping up with no router or computer connected.  Maybe one of the Exede moderators will pick up this thread, or you can contact them at exedelistens@viasat.com
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ExedeKarmin

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Hi Mel,

That definitively sounds like something that needs to be looked into immediately.  Do you have both a router and modem?  Is everything password protected?  Do you have any other devices that are connected to WiFi at home?  Please send me an email to exedelistens@viasat.com with your account and contact information. 
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Mel

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Karmin,

I sent the information you asked for in an email last evening. Hope to hear from you.

Mel
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Mel

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OK, now I'm getting really frustrated. Spoke with a different Exede employee this morning. (Number 4) From her I learned that:
1. on a certain date a "little bit of data" was used and a "little bit" of LNFZ was used.
2. on ___ (date) some of my data was used and some LNFZ was used.
3. on ___ (date) a lot of software updates were done.

She could not put that in an email and send to me because Exede is a paperless company (Huh?)

She cannot tell me how much data was used on any given day, or how much data or time was used on LNFZ. (Yet she can tell that a "little bit was used?)

There is no supervisor that is available to speak with.

Modem updates do not count against my usage. (This was after arguing that the modem did updates, but it only used a small percentage of my allowance.)

"Someone" is using my data and that's all she can do for me.

It does not matter that no one is in the home, or on the property. The house and shop are secure. The property is gated and locked. Yet, according to Exede, someone is crawling over my gate, walking close enough to my house to hack my secure modem, just so they can use a "little bit" of my data. This is ridiculous!

If I didn't want to know "why" this was happening, I could just take the "free" gigabytes they offered and ignore the fact that usage is leaking away and no one seems to really care why it is happening. Just blame it on the customer because the company can't be wrong.

Twenty-seven years in customer service tells me that attitude isn't healthy for a company.

Can someone help? I am so hoping that Billy Hearnsberger isn't right! :)

Mel 
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Billy Hearnsberger

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The sooner you throw in the towel the sooner your recovery can begin..  :) 
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Exede Kimberly

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Thank you for taking the time for my call Mel. I know this can be frustrating and at times confusing. Getting a hold on satellite data can be a challenge at first, but it does get easier. Once you get that tracker downloaded and set your updates to need approval, things will be much clearer for you. I'm confident in saying that. (: I look forward to hearing from you again and further assisting you. Have a great day.
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Bernie Meyer

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I am going to de-power the modem for about a week. and check the data usage.
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JEP

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Bernie - Keep in mind that the only way you can get an accurate measurement is to check your data usage with another Internet provider such as WiFi at McDonalds or at work.  If you use your Exede Internet to check your usage for "off time", you can have an appreciable error.  Delayed reporting, or download updates on booting up can add to your assumed "zero use".

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