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Yes, some of it is users unaware, or not monitoring their usage, maybe even an unsecured router here and there. Some may even be because the user doesn't realize things like Folding At Home uses bandwidth and, some of the used while modem was off or they were away may be simple lack of knowledge on how the meter works. I'm sure many expect it to show usage nearly instantly and, sometimes it does but not always.
Maybe the Viasat People could compare setups and other information between those without a usage issue and those with to see if we can track the cause down. I'm willing to provide any info Viasat needs about my devices (if they don't already have it.)
I suggest this because a few years ago I could not download from EA Games (Now Origin) and it took months of back and forth with me, EA and Viasat to solve the problem but, we got it solved for everyone on a satellite ISP and, it may take a joint effort by multiple customers and Viasat to solve this one.