Data usage problems

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  • Problem
  • Updated 5 years ago
  • Acknowledged
Archived and Closed

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We continue to have problems with high reported data usage - high enough that we are hitting our monthly data limit, adding extra data, and running out of the extra that we purchased!

We have been using Exede for a while now, and have generally been happy with the speed and reliability.  We lost our connection in February for about a week (dish alignment issue) that was fixed by a Technician - ever since then we have been going through data much more rapidly than we used to.  Our internet habits have not changed (no video streaming, limited downloading), our computer equipment has not changed (2 PCs running Windows 7 with auto-update turned off), and we are baffled by this issue.  I really think that something changed when the tech restored our service, but I am not sure how to diagnose this.

When I talked to Exede last month about our overage (we had used 12 GB on our 10 GB plan by adding 2 extra 1 GB purchases - even with a week of no service), they mentioned that there was a new data monitoring tool that was going to be coming out - we really need that tool now so that we can help in diagnosing what may be causing this data usage.

I need to understand what is "different" now with my usage, so that I can fix it and stop having to spend extra money every month and avoid overages.

Thank you,
Chris
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Chris Steves

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Posted 6 years ago

  • 6
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Exedekatina

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Chris that is frustrating, I would like to look over your data with you to see if we can find out what is using up more of your data now. If you can please send  me your account information to exedelistens@viasat.com I would be more than happy to help you. Looking forward to hearing from you.

ExedeKatina
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tricia

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They are screwing all of us. I bought an extra GB about 5 hours ago, played games on facebook, no downloads, videos or anything and it's already gone.
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ExedeCrystal

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Tricia,
I would like to help. Please send an email to exedelistens@viasat.com with your account information and I will be happy to see what we can do for you.
Thanks, ExedeCrystal
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Philip Collins

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I've had the same problem for past 2 months. Unplugged everything and it used 800 MB while I was at work. All I have is android devices so I can see what each device uses and its not adding up.
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ExedeSherry

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Philip,
I am happy to take a look at your account, and review your data issue. Please email your contact number, and the best time to reach you to exedelistens@viasat.com.
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Mollie Romine

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I am so upset right now that I do not know where to begin, but I would like to at least appeal to those of you who have not signed up for Exede yet, but are looking for an internet provider... PLEASE DO NOT SIGN WITH THIS COMPANY. I HAVE HAD REPEATED problems with this company, to which I received HORRIBLE customer service while trying to resolve those problems. Their data usage limits were NOT outlined to us up front during the install, as I would have NEVER gone with it. Again, I plead... DO NOT sign with EXEDE. I am COUNTING the days until we can cancel with them. Until then, I am vowing to repeat this message ANYWHERE I can!!! Exede... well, just take it from their misspelled name... they certainly won't exceed any of your expectations! I'd rather go back to dial-up than deal with them for one more day!! -mollie romine
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LorrieL, Champion

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Hi Micki,  I can see why you would ask me that, but the truth is this:  I am an  idealist....I would so much prefer to see what I consider to be useful messages on this forum....I like to read them and get a lot of tech info that I didn't have before.  But the complaining gets to me...there is to me a BIG difference between reporting a problem, or venting frustration, and crossing the line over into what is to me COMPLAINING where the person seems to have lost the ability to be at all objective and where they get hypercritical and "assume facts not in evidence".  I
 dislike rudeness in any form.  Also not big on "conspiracy theories".  I really prefer looking for solutions...if I get to the point where some get, where I am REALLY angry at a company and think they have done something really bad...I write to the powers that be in that company...I will report that company to authorities of some kind if I think something is reportable...because that might help. And believe me, I HAVE gotten that angry, many times.
I wouldn't call myself even necessarily an "enthusiastic supporter" of Exede...I would call myself a "satisfied customer"....funny that if I tell you why I chose Exede over Hughes, or say I think most of the data problems are due to problems on the customers' end that this makes some people think I REALLY REALLY like Exede...I am not raving about Exede, but I have done my research and know what is REALISTICALLY available to me given where I live...I have 2 options...hughes or Exede and Exede's plans are clearly better than what Hughes offers.  I am getting what exede said i would get, not having any data usage or tech problems, and therefore I am a satisfied customer.  If I start having problems, I may report them here, but not rudely and I will not rant or try to rally others to be rude and to assume Exede has done something underhanded or incompetent.
These are my personal values...the same way some people seem to believe it's a good thing to berate Exede without knowing for sure why they have the problem they have.  
I admit to having been on a "tear" this weekend since I had the time and the interest in expressing my thoughts here.  What I really hope is that i can continue to come to this forum without being driven away by the negativity...which is what happened when I had Hughes...the people on that forum were SO angry and SO negative I just stopped reading anything there.
Thank you to any of you who have taken the time in the last few days to read my   messages.
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Steffanie Malan

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If you are as computer literate as you imply, then you also -know- that for every FACT you can find online, you will also find the exact opposite.
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LorrieL, Champion

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Steffanie, not sure what you are referring to exactly?...I don't consider myself especially computer literate, by the way..Probably "average".  .and when I say "fact" I literally mean fact....like how much a plan costs, what are the avg down/up speeds, what allowance do I get, that stuff...if I hear about or read about opposing opinions about Hughes or exede's performance as ISP's, then I will just have to decide what I think based on my own experience..maybe mixed in with other people I may know who have the same service.  But it would be a mistake to judge a company's overall performance by what people say on any internet forum...this is a very skewed sampling of customers.  I say that because the majority of people who are satisfied customers wouldn't seem to have much reason to ever look at a forum.  When I had Hughes, I had hardly any problems at all in that 3 yrs...called them maybe 2 or 3 times with a problem.. but when I starting reading threads on their forum, like here, there was just a TON of angry unhappy Hughesnet customers...I was quite amazed just because I never had any of the problems they were so angry about.....I don't really understand it completely.
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Starring Matter

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Lorrie, please don't be discouraged by the people who chose to vent, as you very well pointed out, that's human nature.  I, for one, am very glad you've chosen to add your two cents in here.  There are a few of us, customers, who have realistic expectations, and the patience to research issues before pointing fingers, who try to be helpful, and provide tips when we can.  You may find the "old" forums wildblueworld.com/forum more to your liking.  It's populated by the more seasoned, level headed customers, tech support and installers, and is a much better forum for honest, open help and discussion, with far less (but certainly not no) BS.  Welcome to the forum, keep it up!
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LorrieL, Champion

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Thanks!
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Bev, Champion

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One difference with Exede vs Wildblue is that you have a faster connection so, webpages load more HD graphics, videos etc and, that uses more data.
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Wes Brazell

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So I should care about HD when my web pages load so slow that sometimes they will not load at all.  It's not even as fast as my 3 year old connection equipment with Hougesnet.
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Todd

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Our installer said that when the dish is out of alignment a little they use a ton of usage trying to lock back in.  When I asked Exede they flatly denied it, but also gave us money off our bill,  I told my installer that and he just shook his head, so who do we believe?
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Barb

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We have all been insulted (see above)..... Starring Matter, Champion says....."You may find the "old" forums wildblueworld.com/forum more to your liking.  It's populated by the more seasoned, level headed customers, tech support and installers, and is a much better forum for honest, open help and discussion, with far less (but certainly not no) BS.

There are more than 1200 complaints at the BBB in Colorado http://www.bbb.org/denver/business-reviews/internet-access-provider/viasat-in-englewood-co-9036631/c...
But it seems us "Unseasoned, crooked headed customers do not know what we are talking about.  All I know is there are a lot of unhappy customers of all intellects in this forum and at the BBB so we 'all' can't be wrong.

The whole data cap thing was NEVER explained to me.  Direct TV gave me no choices and after I got signed up for TV service, they transferred me to Exede.The girl just asked me a bunch of questions about my internet use and SHE chose the plan for me.  Data Caps were NOT explained by the gal on the phone or the installer.  And tell me, WHO reads the entire red tape paperwork of the service contract before they sign it?  And what lay person asks all the right questions prior to signing up for any service?  Never having satellite internet I did not know one thing about it and why research when it is your ONLY choice?  Well newsflash.....Verizon now offers LTE Internet and is available to people in rural areas so I am going to research it and Hughes Net.
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LorrieL, Champion

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Well said Barb. Whether i agree with everything you said, I do agree with a lot of it,and I don't at all think EVERYONE who posts and happens to be angry is wrong..my issue is when it gets to namecalling, cursewords, and just plain rudeness.
I didn't see any of that in what you posted.  As a matter of fact, before I read your post I was trying, out of curiosity, to research what kind of rating/track record Exede seems to have with the BBB.   So far i hadn't found it, but i found what you said above interesting...although I would still want to know the BBB rating and what kind of determinations bbb made about all those complaints..but i did appreciate your putting this info out there to help demonstrate one of your points.
I have in my life had SO many times I had problems with some service I pay for and just got angrier and angrier when it didn't seem like it was properly addressed.
If I had access to a plan like, for example, FIOS or some plan with unlimited data usage, I would probably switch as well.  Can't think of any reason I wouldn't unless the other plan was too expensive for me.  But not because I thought my current satellite internet provider was cheating me or outright incompetent.  if I had big enough problems with service and had other options, I might switch for that reason.
by the way I have an INTENSE dislike of Verizon after being a phone customer for umpteen yrs ..but I would still likely sign on for FIOS if they would put that here where I live and give me one of those great bundles they only give to NEW customers.
Verizon has lousy customer service, but getting fios would be more important to me..esp if the data allowance was unlimited or larger than what i have now .
It isn't exede's or hughes fault that satellite internet technology has some limitations that some other technologies don't have.  I am not angry at them for not being able to give me what Verizon gives it's FIOS customers...
My only problem with this forum is that some people in my opinion get rude and "ugly" as we southerners say, and I don't feel this is necessary or appropriate.  Anger can better be expressed without ugliness in my opinion.  I find it unpleasant when people go too far in expressing their anger, the way most people feel when they find themselves witness to a very intense emotional argument they don't want to be part of.  I am a major proponent of CIVILITY on the internet.  Anger can be just as effectively expressed while remaining civil.  Actually I give more credence to people who seem able to stay in control and just say what they mean, like Barb did, and I am very sorry she felt like she was being criticized.
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Bella Street

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Barb,

When we moved and had to get Excede, the DirecTV salesperson told me we'd get 800 hours streaming with Netflix. I would've been happy with 8 hrs. Obvs we no longer have Netflix streaming. But I was lied to from the beginning with Excede and it sounds like I'm not the only one. 
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Steve Frederick-VS1/Beam314, Champion

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The DirecTV sales person will tell you anything to get a sale. Exede is a separate company, and has nothing to do with DirecTV. You should have checked out the Exede.com website before jumping at that offer.
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LorrieL, Champion

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Hope you did report that lie to the BBB or other agency taking complaints about satellite internet...
when I was researching Exede.com and trying to find out how much streaming I could do if I had the basic plan, i remember finding something with a list of HOW much of this or that type of internet activity would use up all my monthly Gb, and I am pretty sure it said that with the Basic plan's 10 Gb of data per month, 8 HOURS OF STREAMING WOULD USE IT ALL UP.  I remember very well, because that was when I KNEW i couldn't use Exede for my tv watching...8 hrs is simply not enough for me!
what is kind of interesting is that number with an 8 in it.....wonder if it is possible that that salesperson kind of got his numbers all mixed up when he spoke to you...
while being lied to is NEVER ok, and I do hope you reported or will report that, I am such a cynic and my money is short enough that I pretty much always want to see IN WRITING any important details (what is important to me I mean) and not just what someone esp a sales person told me.  because I can't prove anything about what someone told me verbally. 
By the wayi just looked online for that info i read about 8 gb...didn't find it right away BUT i see a new notice on the Exede.com sales site saying that
"Attention: This Plan Selector Tool is being retired!Because of newer Exede plans with more types of data options, this Plan Selector Tool is no longer the best way to determine which plan is the best fit. We’ll leave it up here for a little while longer but please use our newer Plan Selector Tool with your Zip code to find plans available in your area."  not sure of all the implications, but sounds interesting...
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Ary Menaka

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Guys, use DD-WRT and track the usage yourself and see where and when they HOG your Data. check picture below. If they HOG your data, you can use the LOG as proof in the court.

As you see in my september usage I use only 202MB for 2 day period. with my 10GB plan i can use +- 333MB/day. but after the 17 days of usage they cap my account as i already use my 10GB, theres no freakin way that would happen. Now i start log everything so i have proof.
If you nee help with DD-wrt and Data traffic by user/ip installation inbox me.

#B4L1Savvy



(Edited)
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LorrieL, Champion

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I am clueless about what DD-WRT is so I just googled it and found an article that i could understand, sort of:
in case anyone else is in my situation here is a link to that article:
http://lifehacker.com/how-to-supercharge-your-router-with-dd-wrt-508138224
If I did understand what I read, it sounds like it would be a lot more complicated for me to set up DD-WRT on my router than to use something like NETWORX, which is a free download and has a lot of usage info in many different form. (or I could go out to buy a new router with DD-WRT included, but I am always short on $$)
Does anyone know if there is an advantage to DD-WRT that I am missing?
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LorrieL, Champion

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Thanks so much for answering in such a complete and detailed way...my opinion, like yours is that it's unlikely that these problems are caused by something Exede is dong (pls don't yell at me those of you with a differing opinion--I do hear you and that is why I am so curious about this issue)... after 3 yrs with hughes, I just never had any episodes of excessive data usage that didn't turn out to originate on my end.
I am asking how it could occur that sudden data loss/excessive usage could be on the end of the provider because I can't even find any good into about this online, at least not so far.  I am very curious about this issue because there are SO many people on this forum that sound pretty convinced that something is wrong on Exede's end, but I can't figure out what that would even be..
I have been through lots of bad weather during the 3 yrs I had Hughes, and now have been thru a few bad storms with Exede in the last few weeks, but have never noticed any increase in data usage at all that I could correlate to the weather.  In my last month with Hughes I went thru something where I kept losing my connection and Hughes told me some adjustments needed to be made ...something I think along the lines of signal misalignment like you mentioned? not sure...anyway, that didn't result in any additional usage that I could see...with my hughes daily internet allowance it was always very obvious if my data started getting used faster than usual..my daily allowance was 250 mb.
What I am saying is, that I still don't even understand how it would happen that something that is going on on Exede's end  or due to anything not on my end is using up  data in an excessive fashion...I could at least imagine that a metering system by the provider might not be accurate, but having both Networx and Satellite restriction tracker to compare to what Exede says my usage is...they both match up to Exede..so personally I see no evidence of an inaccurate Exede meter...and have never heard of anyone actually identifying this problem with a provider...
So to me it's a mystery and I have no evidence, at least at this time, that excessive data usage is something that has been documented as being a problem caused by any of the providers....lots of complaints and accusations, but I am looking to see if there is any actual technical evidence that this kind of thing is going on. So far haven't found anything like that.
I just found a BBB/denver rating for VIASAT that is A+!  and very significant at least to me, is that it is A+ DESPITE the 1288 complaints closed in the last 3 yrs (600+ of those were complaints due to service issues...the rest were different things)...so when using BBB as an example of evidence of a problem with exede, you do also have to look at the overall rating and what was determined about all the complaints...
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LorrieL, Champion

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Steve I am very interested in your saying you have your exede system hooked up to a battery backup system in the event of short power outages...If you don't mind  my asking what kind of backup system do you have?   would like to have something I could rely on during relatively short outages.
thanks for your info --I was starting to worry maybe I shouldn't be leaving my system up all the time with all the complaints, but like you, I haven't had any data usage problems so perhaps I just don't need to start worrying now.  helps to hear both sides of these issues so I can not go overboard when I don't need to.
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Barb

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https://www.google.com/search?q=UPS+Battery+backup&ie=utf-8&oe=utf-8&aq=t&rls=org.mo...  I use them.  Mine gives me 45 minutes of battery power in the event the power goes out. It is great for when the power goes out for a few seconds then returns as you don't have to wait 15 minutes for your cable box to reset.  Especially nice when you are in the middle of a document or a long email.  Gives you time to save your work.
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Steve Frederick-VS1/Beam314, Champion

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Lorrie, the battery backup that I am using is a CyberPower CP1000AVRLCD UPS Battery Backup - 1000VA, 600W, I got mine from http://www.tigerdirect.com/, but these are available from most electronics outlets. There are other manufactures making similar products which will work just as well. I like the fact that in addition to the backup power protection and power surge protection it provides, it also makes it easy to cycle power to the modem with the On/Off switch on the front panel. This model is in the $100 price range, there are lower price ones available, with less reserve power.
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LorrieL, Champion

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Thank you Barb and Steve. I didn't even know these existed and definitely will get one.  

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