Trouble with data usage

  • 22
  • Problem
  • Updated 6 years ago
  • Acknowledged
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: Problem acknowledged. Email provided for assistance. No need of further response at current time.

Broadband overusage claims.. For the past 4 months I have been accused of going over my 15 gygabytes within 2 or 3 weeks of the month. I do NOT DOWNLOAD MOVIES, TV SHOWS, MUSIC or large picture files. I never had this problem until recently. I used to be able to use all my devices and now I am down to 1 and even now I am using my phone as a hot spot and have turned off my network router. ( I have changed modems, changed passwords, everything suggested) Just now I went from 6.4 to 4.7 in 4 hours of having the Mac Lap top on, but all i did was read email and read Facebook posts.) There is something obviously very wrong. My neighbor has also had the same complaint. I spoke to a computer engineer and he says there is no way I am using this kind of data with my behavior patterns. I am afraid to turn on my computer for fear of over usage when I really need it!
I HAVE HAD 3 TECHS come and try and resolve it. I have been given credit, but I am so sick of having to explain this problem. YOU NEED TO DO SOMETHING or your fixing to lose a whole lot of people out here in this community.
Photo of Dawn Kopman Whidden

Dawn Kopman Whidden

  • 30 Posts
  • 11 Reply Likes
  • FRUSTRATED

Posted 6 years ago

  • 22
Photo of Steve Williams

Steve Williams

  • 1 Post
  • 4 Reply Likes
I'm having the same problem, usage has more than doubled over the last 4 months.
Photo of Exede Josh

Exede Josh

  • 235 Posts
  • 8 Reply Likes
Tonia, 15 GB is approximately 500 MB per day.  That would be the equivalent of watching 1 15 min video in High Definition per day.  One reason while people who were on a slower service see an increase in their usage is because they are able to do more in less time on our high speed service.  As for meter, there are 3rd party applications out there which offer the type of information you are looking for.  Because they are not our applications, I can not recommend them, but you can dig around a little on the web and find them.  
Photo of Rose Mary Smith

Rose Mary Smith

  • 1 Post
  • 0 Reply Likes
I am having the same problem saying I used 10 GB in 2 weeks and now saying I've use 3GB  on slow connection in 2 weeks. I never have used 10 GB in my life even when I had 3GB download connection.
 I would not recommend this service and can't wait for my contract to be up. I just might end it early. Verizon has 10 GB for the same price And don't have to have a dish connected to your house.

(Edited)
Photo of Exede Josh

Exede Josh

  • 235 Posts
  • 8 Reply Likes
Rose Mary, we can certainly check into your usage issues.  One thing I have noticed recently is the difference in media usage by customers who say they don't typically stream media.  I believe this may be a result of Facebook automatically playing videos now.  It also falls in line with the time frame as customers have been saying its been fine until about 2 months ago, which is when Facebook made this change.  There are steps that can be taken to stop the auto play.  Feel free to email me at exedelistens@viasat.com and I will be happy to help.  Thanks!
Photo of billlyles

billlyles

  • 2 Posts
  • 1 Reply Like
I think a lot of people's problems are with Facebook. Facebook not too long ago started automatically playing any video uploaded to your page. There is also no way to turn this feature off using the preferences on Facebook. If Facebook is open, it just plays these videos over and over. There is a fix in an app called FB Purity which is free and allows you to select to not automatically play videos. However there is no fix for mobile devices, (phone and ipads).
Photo of Shari Larsen

Shari Larsen

  • 5 Posts
  • 0 Reply Likes
Wrong. We don't get on fb with this stupid service. I barely use it & we still go over. Huh?
Photo of Exede Lizz

Exede Lizz

  • 83 Posts
  • 8 Reply Likes
Dawn and Steve,

If both of you are seeing an increase in usage, and you have not changed any of your usage patterns, we most certainly can investigate this matter. I would appreciate it if the both of you could send an email with your contact information, and send it to exedelistens@viasat.com.
Photo of Joe Pajic

Joe Pajic

  • 1 Post
  • 3 Reply Likes
Same thing for me. My data metering has been twice that of what I used on 2 other cellular service providers since day one. My usage habits has not changed. Customer service is the worst I have ever experienced, rude and condescending. just biding my time until my contract is up and then I'm gone just like a lot of other folks.
(Edited)
Photo of Shari Larsen

Shari Larsen

  • 5 Posts
  • 0 Reply Likes
Me too! Law suit I am thinking...
Photo of Exede Josh

Exede Josh

  • 235 Posts
  • 8 Reply Likes
Joe, cell phone internet is much more compressed and contains less advertisement and no autoplay videos.  I would be happy to answer any questions you may have about your usage, and research any discrepancies for you.  Please email me at exedelistens@viasat.com with your telephone number and the best time to call. Thanks.
Photo of Steve Langford

Steve Langford

  • 4 Posts
  • 0 Reply Likes
Have you noticed that these employees say the same thing on most every post?
Programmed response with no real answers for all to see?

Photo of Exede Josh

Exede Josh

  • 235 Posts
  • 8 Reply Likes
Hi Steve, because we have to access account information, our posts when addressing the same issue are all going to be very similar.  We are in fact real people here to help.  I have spoken with several posters in our community assisting with issues.  Many would be happy to attest to the fact that I am willing and able to help.  That said, if there is something I can do for you, please email me at exedelistens@viasat.com.  Thanks.
Photo of Rhonda Knight Gunnell

Rhonda Knight Gunnell

  • 1 Post
  • 0 Reply Likes
Same problem with me and I am extremely frustrated!!! Have called and talked to techs on three different occasions and have not found a resolution.  RHONDA
Photo of Shari Larsen

Shari Larsen

  • 5 Posts
  • 0 Reply Likes
We use my phone for internet. I have 4gb. Now using it for laptops, tablets & phones. Have no problem with that. With this stupid service I just turn on a tablet or laptop & my 15gb are used up in minutes!
Photo of David Duran

David Duran

  • 7 Posts
  • 0 Reply Likes
You are right about cell phone internet not using to much internet, but this is only to an extent, and it depends on the phone you have, if you have app's installed, and if you only go on mobile versions of websites. I have an iPhone and the Facebook App Auto-play's videos and I think it is annoying and wasteful. I have to go to the mobile version of Facebook because I don't want videos to Auto-play and waste my GB's. Other App's do this as well as most have advertisements and little 30 second clips that occur very often. To say your cell phone shouldn't use as much internet as a computer is very false. A smartphone can waste a whole plan with just watching YouTube, Netflix, Downloading App's, Updating your phone's operating system, and other things you might not think add up, but they really do! 
Photo of Denise

Denise

  • 10 Posts
  • 5 Reply Likes
 I'm having the same problem you  do Dawn. I have called exede and they are saying there is nothing wrong on there end. It's all me they say you are  doing big down loading . Im not doing anything new I have been doing in the last 5 years I have been with them. From Dec. 1 to Dec 3 they say i use 7 GB there is noway I did that.I have just two laptops I use. We don't have tablets , tv , gaming , I phone , and so on that they say would use all the  data usage, I put in a new password for my  home networking. They just keep saying it's me noway it is me.


Photo of David Duran

David Duran

  • 7 Posts
  • 0 Reply Likes
What kind of laptops do you have? Computers and laptops that are running Windows tend to auto update by themselves without you knowing! This is a fact as I have one and it did the same thing to me and I wasted about 5 GB. Download a bandwidth tracker, change your WiFi password, and turn off Automatic updates. Also check for other background processes that are running silently in the background, because they tend to update themselves as well. 
Photo of Exede Lizz

Exede Lizz

  • 83 Posts
  • 8 Reply Likes
Denise,

If you receive services directly from ViaSat, I can take a look into your account usage. If needed I can escalate your usage for further investigation. Please send an email with your information to exedelistens@viasat.com.
Photo of Steve Langford

Steve Langford

  • 4 Posts
  • 0 Reply Likes
That's BS!  Exede knows exactly what is happening with our internet speed on there end...
They just load you up with BS. to distract from the real rip-off at hand
Photo of Exede Josh

Exede Josh

  • 235 Posts
  • 8 Reply Likes
Hi Steve, we need to access account information to do any sort of troubleshooting.  The FCC reports more than 90% of our customers see better than advertised speeds, so obviously its not a systemic issue.  If its usage related we need to determine what is using the usage and what steps can be taken.  If you are having an issue with your speeds or usage, I would suggest you email me at exedelistens@viasat.com with your telephone number and the best time to call.  Thanks.
Photo of David Duran

David Duran

  • 7 Posts
  • 0 Reply Likes
Steve, I have been with them for two years and I am not having issues. To be honest, you guys all need to start tracking your bandwidth. Download a bandwidth tracker. I have one and everything always add's up correctly.
Photo of Jason Werner

Jason Werner

  • 1 Post
  • 0 Reply Likes
Where can I download me a Bandwidth tracker? What is the name of the one you have David?
Photo of Denise

Denise

  • 10 Posts
  • 5 Reply Likes
Exede keeps telling me it's all on my end and there is not a thing they
can do to help me. They looked into to it for me said they will call me
back in 15 business days and no call back from them .I had to call them
and it was 20  business day. All they want is for me to buy more GB.
They said it was all my fault and I use all of the usage noway I use 7
GB from Dec.1 to Dec 3 with them.
Photo of Achim Enssle

Achim Enssle

  • 65 Posts
  • 15 Reply Likes
If you paid with a debit card, just cancel service, but before hand get a new card ,so they cant get any money out of your account!
Photo of ExedeCrystal

ExedeCrystal

  • 196 Posts
  • 14 Reply Likes
DiojiCTD,

I'm here to help. Please send me an email to exedelistens@viasat.com with your contact information. I will be glad to answer any questions and help resolve any issues you may have with your service. Sincerely, ExedeCrystal.
Photo of Missy Layne Wyman

Missy Layne Wyman

  • 3 Posts
  • 0 Reply Likes
Denise, I was told EXACTLY the same thing! I cried literally daily over getting scammed and having my hands tied. I am sooo mad! We did however find a new internet called T6 broadband unlimited for 46 a month. You have to be within 4 miles of one of their towers. We are 3.6 and had to put a pole in the ground in the back of the yard to get it... but it actually works unlike exceed! We knocked our internet with these liars down to the least amount and it is still 60 a month... seriously? WTH? If we had not found this other company we would have just gone without internet. Excede is ridiculous... and I truly have not heard one good review.
Photo of Denise

Denise

  • 10 Posts
  • 5 Reply Likes
Been calling around ,and trying to get something for internet but there not a thing here only dial up thinking about going back to dial up. Anything better then Exede
Photo of Shari Larsen

Shari Larsen

  • 5 Posts
  • 0 Reply Likes
Since excede took over wildvlue Sucks!
Photo of Exede Josh

Exede Josh

  • 235 Posts
  • 8 Reply Likes
Denise, I can help with any usage questions/issues you might have.  Just email your name, telephone number, and best time to call to exedelistens@viasat.com
Photo of Denise

Denise

  • 10 Posts
  • 5 Reply Likes
How can you help me when I just called today and was told there is not a thing they can do for me  by a supervisor.
Photo of Exede Josh

Exede Josh

  • 235 Posts
  • 8 Reply Likes
Denise, I have tools and other options available to me that the Supervisors may not have.  I would certainly like the opportunity to assist if you will allow me.  
Photo of Chris Milton

Chris Milton

  • 21 Posts
  • 12 Reply Likes
We have a responsibility to our customers to maintain the speeds we advertise and keep their service reliable and working.  

That's a great joke.
Photo of Achim Enssle

Achim Enssle

  • 65 Posts
  • 15 Reply Likes
lol...it is...!!!
Again, for a fact i know on my first month when i went over my data, Exede slowed me down to 2mbits down !!!  Now they slow you down to a f****** crawl a ping of 900ms and 0.5mbits down it's slower than dial up! and josh you can calculate however you want . You wait till people get their first bill and hope they don't cancel right away. Exede is working with false advertisement  and ripping people off , knowingly,as long as they get by with!!
But what do i care ....3 more month and i'm done anyway. I stay in the forum though and will help anyone asking! This is a case for the Attorney General!!
" We have a responsibility to our customers to maintain the speeds we advertise and keep their service reliable and working.  " obviously that doesn't apply for all customers.

Legislature on that reads:
How accurate does the advertised speed have to be?

Most isps advertise the speed with the words up to, for example, up to 8MB per second. This means the speed could be anything between 0 and 8 MB. However, the Advertising Standards Agency has said that speeds should be close to the advertised maximum.

Most of your customers maybe get 60% of the advertised speed and you think thats ok??

How would you feel if i put 2 pounds of Chips in your 3 pound bag and write on the Bag "up to 3 pounds , but most likely 2 pounds"??? Would you buy it?

need to go....before i go insane.... but i'll be back!



i'm back ...

"(maintaining traffic that the satellite can handle) and still works for customers is to reduce speed." what Josh i think wrote!!

reduce speed by 95%??? that's not what i've been told! Guys i't just not right!!







(Edited)
Photo of Exede Josh

Exede Josh

  • 235 Posts
  • 8 Reply Likes
Achim, the FCC reports that 90% of our customers get better than advertised speeds, even during peak hours.  The average customer sees 140%-160% of advertised speeds.  You yourself just stated that you are getting 0.5 Mbps when restricted.  When you consider that our advertised speed under restriction is up to 256 Kbps, you are getting nearly double the advertised speed.  Your issue is not what is being discussed in this thread, your complaint is that you are restricted when you go over on your data.  As we have discussed in the past, you pay for a specific data allowance, when you go over that allowance, rather than charge overages, or turn off service completely, we reduce speeds.  We are of course under no obligation to continue to allow access to the internet, but we do so for the convenience of our customers.  If you would like to further discuss this issue, feel free to send an email to exedelistens@viasat.com, otherwise I kindly ask that we keep the thread on topic.
Photo of Achim Enssle

Achim Enssle

  • 65 Posts
  • 15 Reply Likes
there's nooooowhere anywhere a word of how much you slow me down! I don't care what you state, you work for them and have to twist the facts!
And tell me one person which gets 18Mbits down...
... again , guess i've been lied again at Sign up!!! And installation!!
Photo of Exede Josh

Exede Josh

  • 235 Posts
  • 8 Reply Likes
Achim it states very specifically in the Data Allowance Policy, that once you exceed your data usage, speeds are reduced to 256 Kbps.  As far as one person who gets 18 Mbps down, here's a couple links you can check out

http://www.wildblueworld.com/forum/showthread.php?8371-Why-stop-at-25G/page3

http://www.dslreports.com/forum/r29029935-Current-Status-Feb-12-2014  (TBF this customer isn't showing 18 Mbps down, only 12 down and 3 up, of course that's on our Exede 5 service where he is advertised 5 Mbps down and 1 Mbps up, so it's only >200%)

This is the last warning I will give with regards to derailing this thread.  Any more questions about speed need to be addressed either in the thread already open to discuss that issue, or you can email me directly.
Photo of themovieguy2003

themovieguy2003

  • 2 Posts
  • 7 Reply Likes
same thing here, I have given them a year to correct the problem plus they say you have 12 mbps download well thats a lie too....can anyone say breach of contract  well that's what I say  I have held up my end of the contract but Exede has not....all they care about is the money you owe them each month....I my self will tell everyone I know to steer clear of these people!!!!!
Photo of Achim Enssle

Achim Enssle

  • 65 Posts
  • 15 Reply Likes
That lil' thing "up to" does the trick for them
Photo of Haley Ann

Haley Ann

  • 27 Posts
  • 6 Reply Likes
Glad you're on here Achim, keep up the good work of spreading the truth! This company needs to hear it.
Photo of Haley Ann

Haley Ann

  • 27 Posts
  • 6 Reply Likes
Worst service ever!!!!!! It was less then two weeks and we hit our usage! The guy I talked to when getting the service said"oh yeah you can watch Netflix, browse the internet, a ton of stuff with the 10gb." "No problem, it's great!" So when I received my notice I was reaching my limit I called to see what was going on, her tone was totally DIFFERENT, " you can only watch Limited movies and do limited browsing" basically she said sorry for you SUCKER! I have NEVER felt so hosed in my life! Then they want to charge you a 300.00 disconnection fee!!!!! I will also do whatever I can to make sure NO-ONE falls for this scam! Terrible customer service, terrible internet, very unhappy customer. And for the next two miserable years!
Photo of Adrian Goram

Adrian Goram

  • 1 Post
  • 0 Reply Likes
Hello,
My name is Adrian and I cut & pasted what Haley Ann posted because I am having the same exact problem. 
Worst service ever!!!!!! It was less then two weeks and we hit our usage! The guy I talked to when getting the service said"oh yeah you can watch Netflix, browse the internet, a ton of stuff with the 10gb." "No problem, it's great!" So when I received my notice I was reaching my limit I called to see what was going on, her tone was totally DIFFERENT, " you can only watch Limited movies and do limited browsing" basically she said sorry for you SUCKER! I have NEVER felt so hosed in my life! Then they want to charge you a 300.00 disconnection fee!!!!! I will also do whatever I can to make sure NO-ONE falls for this scam! Terrible customer service, terrible internet, very unhappy customer. And for the next two miserable years!

What's worse is when I discontinued Bellsouth DSL, I could have switched over to U-verse. but the Exede Guy sounded so convincing that I would be better off with 10 GB satellite package. What a joke. He might as well be selling sand on a beach. When the installation guy came, he charged an extra $100; $50 for fishing a cable line thru the attic and another $50 for mounting a pole for the satellite dish. So far, Exede is nothing but a MONEY PIT. Within 3 weeks, I have used over 18 GB. We don't do movies but the occasional music videos. We could have save using Cox Cable. This is a $400 2 year mistake I'm committed to.
Bottom line, Exede does what its implies; it EXCEEDS your wallet every month.

Photo of Exede Josh

Exede Josh

  • 235 Posts
  • 8 Reply Likes
Adrian, could you email me your telephone number and the best time to call to exedelistens@viasat.com.  I would like to hear more about what happened and offer some pointers to help manage and track your usage.  Thanks.  
Photo of Achim Enssle

Achim Enssle

  • 65 Posts
  • 15 Reply Likes
why does josh wants everybodys phonenumber, must be a stalker...loooooooool

Photo of ExedeCrystal

ExedeCrystal

  • 196 Posts
  • 14 Reply Likes
Archim Enssle,
On the contrary, Josh is reaching out to customers who need help resolving their issues.Asking for a phone number is way to contact them personally to resolve the problem.
ExedeCrystal.
Photo of David Duran

David Duran

  • 7 Posts
  • 0 Reply Likes
10 GB isn't anything. I have the 25GB plan and that isn't enough for my family. You guys are really misinformed about bandwidth. I can't even watch Netflix with my plan. It uses too much data. It see's that your connection is strong and it want's to download HD content. The only time I can watch movies on Netflix is during the free zone or if I download the stuff during the free zone, which is why I have my download manager download my movies and shows download at 12:00am.  It's not rocket science on how to get the most out of your data plan. Google "Free Bandwidth tracker" and "Free Download manager"
Photo of Haley Ann

Haley Ann

  • 27 Posts
  • 6 Reply Likes
And I asked to speak to a manager, she told me there was no-one else to talk to, insane!
Photo of Diana Appleton

Diana Appleton

  • 2 Posts
  • 2 Reply Likes
How is it possible to use 11.3 GB in only 1 day?  I have blocked youtube. netflix and other high data using sites.  Password protected router so no neighbors stealing my data...So this is not the case....The ONLY thing that i did differently is backup icloud on my iphone. But to use 11.3 gb in one day is quite ridiculous. My reset period is on the 28th yesteday and yet I get an email (yesterday evening) stating I have used this amount..  I know that it could not be confused from prior use because last Monday I got the 100% usage email.  This is crazy!!!!
Photo of Exede Elizabeth

Exede Elizabeth

  • 212 Posts
  • 5 Reply Likes
Hi Diana,  I can check your data usage and see more specifically what caused the data accumulation.   iCloud back ups can use A LOT of data.  We want to research it further though, just to be on the safe side.  Please send me an email:  exedelistens@viasat.com.  Be sure to include your name, contact phone number, and the best day/time to reach you.  Thanks.
Photo of Shari Larsen

Shari Larsen

  • 5 Posts
  • 0 Reply Likes
I am having the same problem. I just got my usage back & within two days I am at 70% or more? What the check. Thinking about going else where. Seems like I am paying for 12am to 5am service. And that is suppose to be free!
Photo of Exede Elizabeth

Exede Elizabeth

  • 212 Posts
  • 5 Reply Likes
Shari, we can definitely look at your usage and go over it in more detail.  Please feel free to send an email to: exedelistens@viasat.com.  Just include a brief description of your concern, the phone number associated with your account, and the best time to contact you.  Thanks for posting
Photo of David Duran

David Duran

  • 7 Posts
  • 0 Reply Likes
"The ONLY thing that i did differently is backup icloud on my iphone. "

That line alone is where you are messing up. Backup to your computer. iCloud uses a lot of data. Pictures and Videos taken with an iPhone are HD and very large. 
Photo of themovieguy2003

themovieguy2003

  • 2 Posts
  • 7 Reply Likes
No Diana there is no way if your doing as you say on your data.....I have now left Exede and went to cable internet that is luckily available here now.....I have 25 mbps download and unlimited data for the same price i was paying for this crappy service they offer....I never got the speeds they claim to have and the data would just disappear....the customer service people on the most part are rude and have no ideal about what their doing.....no matter what though they will try to charge you and early termination fee....I have a lawyer looking into my case with them 
Photo of Exede Josh

Exede Josh

  • 235 Posts
  • 8 Reply Likes
AK, I'm glad you reached out to us before the installation was completed, as its clear there was a miscommunication.  Viewing streaming video uses approximately 2.3 GB/hr in HD, or 0.75 GB/hr in SD.  2 2 hour HD movies would be 9.2 GB.  We do have the LNFZ which offers unmetered internet from 12 AM - 5 AM everyday.  You are not locked into anything until installation is completed, so please email any questions you may have to me at exedelistens@viasat.com so we can make sure we are the right fit for you.  Thanks.  
Photo of Carissa W.

Carissa W.

  • 5 Posts
  • 2 Reply Likes
Why does Exede use more data to stream video in SD? Every data calculator Ive found estimates approximately .2gb an hour. I used this calculator, http://www.cableone.net/pages/datacal..., and grossly over-estimated my usage and included hours of video and music streaming (which I dont do anymore since this service) and was given a usage estimate of less than 4gb. Yet with Exede, simple web browsing, no streaming, and email I use 10gb in less than 20 days.
(Edited)
Photo of Exede Josh

Exede Josh

  • 235 Posts
  • 8 Reply Likes
Carissa, I found this on Netflix's website

There are 4 data usage settings to choose from:

  • Low (uses up to 0.3 GB per hour)
  • Medium (uses up to 0.7 GB per hour)
  • High (uses up to 1 GB per hour, up to 2.8 GB per hour if watching HD, or up to 4.7 GB per hour if watching 3D)
  • Auto (adjusts itself automatically to deliver the highest possible quality, based on your current internet connection speed)
I would be happy to look into your individual usage questions.  Just email me your telephone number and best time to call to exedelistens@viasat.com
Photo of Michelle Malawey

Michelle Malawey

  • 2 Posts
  • 0 Reply Likes

I also am having this problem.  Service was installed on 1/20/14 and by 2/6/14 I got a warning email that I had used "70% or more" of my data usage. 
There's no way!  I'd explain all the details, but after reading this thread, it would just be redundant.  I had Wildblue service for years with no data usage problem....I never used 10 GB of data....NEVER!  I am very disturbed by all the complaints here.....it sounds like Exede has a BIG problem that they can't, or won't, fix!  Getting ready to call customer service. And....hope springs eternal!  LOL
Photo of Michelle Malawey

Michelle Malawey

  • 2 Posts
  • 0 Reply Likes

OK...I sent an email to Customer Support.  Waiting for response.  I'll post here after I talk to Exede.

Photo of Christina

Christina

  • 2 Posts
  • 0 Reply Likes
i am having the same problem and i just started service with them 12/16/13. we do nothing but face book and google on the internet. my boyfriend does sometimes play on ps3 online with friends. i am not sure if that uses it up or not,but he has only done that a few times. i am not happy with this at all. i just paid about $100 for not even a month. they don't even over anymore then 25 gb of service. they off the buy more gb service cause they know this problem will happen and we all buy more to be able to use the internet. this how they make their money.

Photo of Christina

Christina

  • 2 Posts
  • 0 Reply Likes
also when he is playing online its between 12-5, when it is supposed to be free crap. would love to know what the hell is going on and why i have to pay out my butt for the next 23 months. we are trying to decide if we are going to pay the cancellation fee and go with someone better.
Photo of Exede Josh

Exede Josh

  • 235 Posts
  • 8 Reply Likes
Hi Christina, I would like to take at your usage issues for you.  Please email me at exedelistens@viasat.com with your telephone number and the best time to call.  Thanks. 
Photo of monty

monty

  • 1 Post
  • 0 Reply Likes
Not that im happy to hear that so many people are having such a hard time but i feel better after reading this that we arnt alone... We have had nothing but problems with our service since we signed up in march of last year...I have spent a total of 6 hours with customer service over last few months just over a 10 dollar credit to our account... Everytime i call they have no clue about any conversations ive had with other agents and noone ever tells u the same thing.. Our usage dissappears at a ridiculous rate... I limit my kids to one app download a month... No youtube no videos ... I do web browsing for school but were always maxed out by our 2 nd week... Just dosnt add up... And heaven forbid its overcast... Were shut down.
Photo of Exede Josh

Exede Josh

  • 235 Posts
  • 8 Reply Likes
Hi Monty, I would certainly like to help find a real resolution for you.  Please email me at exedelistens@viasat.com with your telephone number and the best time to call.  Thanks.  
Photo of Heather Pirtle

Heather Pirtle

  • 1 Post
  • 0 Reply Likes
We have been having the same issues with our usage as well, we were even accused of using 20G in a day on the 5th day of our cycle. We contacted customer support and were informed that there was nothing that they could do, 5 gig left and amazingly we didn't use all of it throughout the cycle. Did we change our habits, no. Also when downloading a file we received no greater than 165 kbs, again contacted them and got pretty much told that's the best we will have.

UUUUUUUUGGGGGGGGHHHHHHHHHHHHHHHHHHHHH


Photo of VA

VA

  • 1 Post
  • 0 Reply Likes
Heather, This has happened to me as well. It is infuriating, since I can't get any information regarding exactly when and why it happens. I don't play games or watch movies. The lack of information does make it seem that they are not accountable, and are taking advantage.
VA
Photo of ExedeJack

ExedeJack

  • 53 Posts
  • 2 Reply Likes
VA, Would be more than happy to look into your usage concerns. Please send an e-mail to exedelistens@viasat.com. Please include your contact number and best time to call. ExedeJack
Photo of ExedeJack

ExedeJack

  • 53 Posts
  • 2 Reply Likes
Heather, we do have a tool available to us for exede that breaks down usage for us and allows us to give you a better view of what happened. That way we can all be on the same page and make sure that everything is showing as it should. If you would like to discuss your concerns further please send an e-mail to exedelistens@viasat.com.. Please include your contact number and best time to call. ExedeJack
Photo of Exede Elizabeth

Exede Elizabeth

  • 212 Posts
  • 5 Reply Likes
Heather and Christina,  we can definitely revisit the data usage on your account, go over it in more detail to determine what is causing the accumulation, and answer any questions you may have.  If you would like, please send an email to: exedelistens@viasat.com.  Be sure to include a brief description of your concern, your contact phone number, and the best time to reach you.  Take care.
Photo of Haley Ann

Haley Ann

  • 27 Posts
  • 6 Reply Likes
Hey Elizabeth can you call me asap???
Photo of Haley Ann

Haley Ann

  • 27 Posts
  • 6 Reply Likes
Elizabeth can you please call me??? Thank you
Photo of Exede Josh

Exede Josh

  • 235 Posts
  • 8 Reply Likes
Haley, I just left you a voicemail, please email me at exedelistens@viasat.com with the best time to call.  
Photo of Maddy Noble

Maddy Noble

  • 1 Post
  • 0 Reply Likes
I have had the same issues. I literally unplug my modem and wireless adapter every day, and I plug them in whenever I need to use the wifi, which with the exception of a couple minutes here and there, is usually during the free period (12-5), and SOMEHOW, I "use" data when everything is unplugged. Last month, which was my first month with exede, I had used 8.0 before the third week of the month, which is pretty much impossible since I do most of my web browsing during the free period. I am a current college student and do some work online, & it is truly ridiculous that I have to constantly worry about if I am going to have enough data to complete my assignments.
Photo of tricia

tricia

  • 34 Posts
  • 16 Reply Likes
They say that they can't do anything if we don't let them know that there is a problem, what a bunch of crap!
I have emailed customer service and received an email asking for a number that they can call to talk to me about the problems I have with service. I emailed them back with the info they asked for and haven't heard anything from anyone again!
Photo of Exede Josh

Exede Josh

  • 235 Posts
  • 8 Reply Likes
Tricia, we make a point to call everybody who emails us and offer a resolution one way or another.  If you can email me your telephone number and the best time to call to exedelistens@viasat.com, I guarantee you I or one of my associates will call.
Photo of tricia

tricia

  • 34 Posts
  • 16 Reply Likes
I have emailed my info 2 weeks ago after I got an email, I haven't heard from anyone yet!

This conversation is no longer open for comments or replies.