Data usage problem

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  • Updated 6 years ago
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I just got a notice that I have capped my 10 gis of data. No-way. I have 10 days left in the month. I work during the week and 2 nights a week I dont get home till after 11:00 and usually dont turn it on till after that. I have no new devices and have downloads cut off of all of them. This is bull crap. I want a print out or something showing me when I supposedly used this data. It is just me and my husband, and he doesnt even know how to turn the comp on. He doesnt use it at all. Only me. I have had this service for awhile and dont have alot of complaints but I am not paying for something I am not getting. Im pissed. No changes in my situation but suddenly I am using more than twice what I have been using? Something is wrong people. Now I read you are offering unlimited to new people. REALLY? Man I really hate to see you run what could be a good thing into the ground by screwing your customers around. I know this whole post is going to be a waste of my time but had to write it. Now I am going to unplug everything excede in my house at least till the 28th, cause God only knows what my bill will be if I dont, and I refuse to by more. I will not recommend exede and as soon as something else is available Im out.
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Teresa Carter Johnson

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Posted 6 years ago

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ExedeEmerald

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Hi Teresa I definitely understand your frustration about your data usage. It is strange that you have been fine with data for so long and it all of a sudden say you have reached it. I would like to take a look at your account and see what is going on. Please send us an email at exedelistens@viasat.com with your account information. We will be more then happy to go over your usage! 
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Jim Poehlman

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Same here - it's a remote home and we haven't been there for 2 weeks, no way I went over the limit.  This is complete crap. And "conveniently" it started yesterday when I signed up for the new myexede web site.  My account number is 300388859.  
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Martha Norman

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we are in the same boat but I have a metrocel for our phones and when they cut my service my metrocel wont work I hate this company on a fixed income and the prices are killing me if I have to add data ugh!!!
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Pamelot

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Same here as well. Every month at about 10 -14 days all of a sudden I am at 70% usage....I don't understand.


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Dontazz2003

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Same here and when I call the tell me it ws videos I stop watching netflex  even cancel it cause it was the only new thing still losing data fast I switch from wildblue for this fast internet and wish I had stay with them.
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Tammy White

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I too am having the same problem, been a customer for 2 yrs with 15g of data and have never came close to my limit and all the sudden 8 days into a new cycle I've reached my limit.. so I bought 6g and im still out of date with 2 days before reset


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Jeremy Mora

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This is EXACTLY what we are experiencing. This is clearly an issue. We have spent HUNDREDS of dollars on their additional GBs just to stay on the internet. We almost have never gone over with 25gb plan since last november and all of the sudden they are saying we are using over 70gb ! 

We were told that we used 10gb in 2 days! 

If others are having the same issues, PLEASE comment here. 

Im convinced that this company is screwing us over and blaming "hackers" and bad routers so that they dont have to take responsibility for it. 
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Martha Norman

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im with you its awful service!!!!!
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Pamelot

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We are also getting very very disappointed. Just no way we can be using this much data.



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LorrieL

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Pamelot, Have you called exede to request help with a technical problem?  and if yes and if you just got no help that way, why don't you try emailing exedelistens@viasat.com, and tell them your problem and that you haven't been able to get help by calling customer service.  give them your account number so they can look up info and they will get back to you.  worth a try, I would think.
Jeremy, what doesn't make sense to me is why would Exede be picking and choosing and screwing over some customers while others don't have any data problems at all? 
I find it hard to believe that Exede would have an A+ BBB rating if they were "screwing" the customers...
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Dontazz2003

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I think unpluging the box to exeded at night and when your not home 
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Jeremy Mora

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Tech support tried to tell me that if we have a window open with gmail for long periods of time that it will eat up our data... this was one of the most asinine things I've ever heard. 
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Jeremy Mora

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Teresa, as a recommendation, can you change the subject of your original topic here? It would be helpful for others to be able to search for this issue. I would recommend changing it to something like: 

" Data Usage / Data Cap / Overages / Data Limits / Not Even Online " 

This is happening to us too, and people need to know. 
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Gerry

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Are you updating your software on your phones and pc's?  Those will DEVOUR your data allowance.
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Teresa Carter Johnson

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No.
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Jeremy Mora

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NOPE. No updates happening on our end. We've even turned EVERYTHING off and still see data disappearing... but Exede then blames it on hackers... unbelievable. 
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Pamelot

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What? I thought they have security for hackers.
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LorrieL

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Pamelot, turns out that while routers do have security, there are hackers out there who can sometimes get around this and some actually drive around a location looking for ways they can break into through people's routers and steal/use that person's data allowance..one big problem I have read is that SO many people when they get a router dont' change the standard password when they set up their new router...there are also different levels of security you can choose when you set up the router, and some are supposed to be better than others...there is also software that hackers use to try to 'break" people's passwords to get in that way.  Someone on this forum was saying the other day that the technology now exists for hackers to break into your router from much further distances than I would have thought possible..so they might be able to get in even when not physically close to your home/apt/router.
to be factual, Jeremy, Exede says, maybe it could be a hacker...not the same as saying it IS a hacker. Although I get how annoying it is for someone to tell you it might be something you REALLY don't think it is...like they are saying this is on your end and your responsibility, but you really don't think so....so what is the customer supposed to do next?
I am wondering if there is any way to document that you haven't been hacked...can anyone tell me that?  since several people have mentioned Exede has suggested that possibility, is there any way for the customer to definitively find out if that is a problem or not?
this is what is so frustrating...there are SO many ways that data can "go missing' that it can be VERY hard for the customer to be aware of and check for every single possibility that could be affecting their data usage.  But that doesn't mean that if you don't know the cause then it MUST be Exede's fault....we want to find someone to blame, but sometimes we can't...totally frustrating. which is why I am finally trying to learn more about data usage and what I can and can't determine. 
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Kharis A

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YES YES YES!!  We were out of town for TWO WEEKS and somehow went over our cap??  We've also been pretty good at staying within our limit for the past year that we've had the service, and this month, BAM. Limit exceeded. And somehow we've used 3 GB in the last week?  It's insane.  I truly believe the "meter" is being skewed so that customers will consider upgrading their plans.  Customer service was ZERO help. They could only tell me the days when the usage "spiked," but couldn't provide any other information.  We are getting taken advantage of, friends. 

As a PS: We are "experienced" satellite internet users, and learned early on to shut off ALL auto-updates, disable wi-fi on ANY device that could possibly connect to it (Direct TV box, PS3, etc), and rarely stream anything.  Not gamers either.  So where is this stuff going? 
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Moejj

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Yeah, I've been a customer for a month. Ran out 3 days before the next billing cycle. I call customer service, and like you, they can't tell me anything other than I had a mysterious data spike the previous Wednesday. Gee, that got to the bottom of things.
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LorrieL

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I think Networx could help you have a better sense of where such spikes might be coming from. I downloaded this a few weeks ago when I switched to exede.  I had had a daily data usage plan with the old Hughesnet plan I had...and wanted to be careful with this new monthly usage setup...I can only afford a basic plan with 10gb allowance.  I check networx daily looking to see how different activities will use up my allowance.. i am on my PC on and off 24/7 and set any significant downloads/streaming to occur in LNFZ and so far have used 5 gb of my data with 10 days left in my billing cycle, so this is working well for me.  If I do see any spikes, although I haven't so far, I can open up networx and examine what was going on in that particular time period.  I HATE not knowing where data goes or that feeling of WHAT, how could I possibly have used that much data in that short a period of time...i haven't had this occur with Exede at this point, but did have this happen a few times when I had Hughes...fortunately I was able to track down the sources and plug the leaks, which was on my end. (auto downloads and auto playing videos in my case).
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Moejj O'Raisin

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For this next month, I will use exede only during 12a-5p.   I'll use my Verizon MiFi for the rest.  If I get some ridiculous notice that I'm close or in excess of my allotment, then I'll have "proof" there's something not right about the usage calculation.

M
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LorrieL

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well by doing that you would I guess know whether there is any usage occurring that simply can't be on your end if your system isn't even turned on/working during metered hrs...but if you don't see any usage going on during the hrs your pc and any other equipment are turned off/not in use,  you still won't know what is the source of the data usage which seems excessive to you.
But I suppose you could cross that bridge then...but have you really gotten as much help as you can from exede's tech people, as to suggestions of what you can do to look for causes on your end?
Question someone may know the answer to:  if I have a facebook account, and I don't look at it all day and have all my devices turned off all day,and then turn it on at midnight, would it use up some of my data when I turn it on to do whatever synchronizing or updating itself or whatever it does?--meaning I will have succeeded in making sure it can't use my data during any metered period?  This sounds like a dumb question even to me!  What i mean is, is there anyway anyone can think of that some kind of issue on Moejj's end could use data if she is only using her pc and other devices connected to the exede modem during the LNFZ or will this plan work to show whether or not there is leakage of data which is not caused by her systen but rather that is coming from a problem on the exede end?  
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LorrieL

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I guess I don't understand how you picked the period of one month to do this?  couldn't you do it for a much shorter period and still see by looking at the exede customer portal whether Exede is counting data usage even though you have only used your exede devices in the free zone?    I could do this one day and would be able to see if there was anything going on that could simply not be accounted for on my end, couldn't I?  unless you just want to pick a long enough period of time to make it significant, in case there is some kind of intermittent "leakage" issue?  but I think you could still check your usage during that month's time period and might know way sooner than a month if there is a problem you can't see any accounting for.
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Jeremy Mora

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This is CRAZY. 

We should all band together and get a lawyer. 
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LorrieL

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Would suggest that it makes more sense to try filing a complaint with the FCC either before getting a lawyer, or at least at the same time you as get a lawyer...personally I would contact the FCC first if I were having the kinds of problems you describe and just couldn't get answers on my own or with Exede.
from reading the info on the FCC site about broadband services, including satellite internet, it does appear that this is the appropriate agency for you to complain to if feel you just aren't getting what you are supposed to from the company...and have already tried to resolve the problem with company and it hasn't worked.
You can file a complaint online, which is easy enough...and that way find out what if anything the FCC might be able to do to help with your specific complaints:
here is a quote from that site:
"Filing a Complaint

If you experience a problem with your broadband service, first try to resolve it with your provider. If you cannot resolve the problem directly, you can file a complaint with the FCC. There is no charge for filing a complaint. You can file a complaint using an on-line form. You can also file your complaint with the FCC’s Consumer Center by calling 1-888-CALL-FCC (1-888-225-5322) voice or 1-888-TELL-FCC (1-888-835-5322) TTY; faxing 1-866-418-0232; or writing to:

Federal Communications Commission
Consumer and Governmental Affairs Bureau
Consumer Inquiries and Complaint Division
445 12th Street, S.W.

Washington, DC 20554."
and here is the link to that site:

http://www.fcc.gov/guides/getting-broadband

I think this would be a much more efficient way for you to proceed than just getting a lawyer somehow.  The FCC should be able to advise you about options available to you and how best to proceed with this kind of issue/complaint.  And I would trust the FCC to be more impartial, factual and reliable than just some lawyer...at least to start with in this process.  And of course you wouldn't want to get a lawyer who would want to charge you anything....certainly not to start with... you need to be very careful so you don't get ripped off or wind up paying money for anything you don't need to.  And you would definitely need to get a lawyer with good experience in the area of things like this, and whose reputation/credentials you could check and be sure about.
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Jeremy Mora

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Lake Country Satellite

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Jeremy...as an Elite Dealer for Exede we try and help our customers to the best of our abilities.  And as a member of the Dealer Advisory Council to ViaSat I monitor these blogs and report customer issues directly to the head of Exede Customer Care at the Corporate Offices.  Your complaints have been reported.  

Interestingly though, they have tried over a dozen times to communicate with you to resolve your issues to no avail.  You continue to rant and rave that no one is helping you, when in fact they really have tried.  If you are using 25G of data per month and continuing to buy more then you need to take a little responsibility and have your PC's checked for a Trojan or virus.  Turn off your auto play videos on Facebook, etc.  

The corporate office does not have a switch they just flip and say hey let's rip off some of our customers today by eating up their data and making them buy more.  This company was founded on principles and operates by the same.  Customers always assume it is our fault they are blowing through their data.  Case in point, a few months back I had one of my clients call me up really upset because his data was all used up.  Pulled his usage history and on the day he said he was not home was when the most usage had occurred.  He was not home...however he had painters in the house that day, they used his data all up.

We can see the time you use your data and how it was used, I am sure this information was given to you by someone from corporate.  If not ask them for it, then you can do your own investigation.  But don't keep bad mouthing a company that has tried to help you over a dozen times.

By the way, here is an article I wrote on how satellite technology works.  You may find it useful.

Let me explain how satellite technology works.  Exede service is like an 8 lane highway that travels approximately 88,000 miles round trip up and back from the satellite in a little over a half a second.  There are teams of engineers that monitor this highway for traffic jams and keeps it flowing by merging heavy traffic over to a freer lane.  There are also controls in place that only allow a certain number of cars on this highway.  This keeps the traffic flowing at a constant speed.  


Now in order to keep these data highways flowing efficiently and fairly for everyone there are restrictions put in place, your data caps.  Think of it as the gas tank.  You buy a full tank of gas each month and depending on how you drive will determine how long your tank lasts.  If you put the pedal to the floor and are constantly doing burnouts, you are going to use that tank really fast.  If you are conservative, you can make your tank last.

Let's say you are a heavy driver and like to speed and drive your car fast and heavy.  Do you go back and complain to the gas station that your tank is now empty because YOU used it all up in a hurry?  I don't think so.  

Now there are some folks who have legitimate problems that need corrections by a technician.  However the majority of complaints that I read are customers wanting to drive a big gas guzzling car by streaming the fuel continuously without regard.  While actually a majority of our customers are driving their efficient cars in ways that are conservative.

Now if you want to compare the speeds of the cable and fiber companies, compared to us, just check out the independent FCC report that for 2 years in a row ranked Exede #1 for speed at ALL hours compared to our competitors.  Yes they may allow you to run wide open, but your speed and everyone else's will suffer as evident in the report.

Exede is working on technology to help ease these data cap restrictions.  And in 2016 VIASAT2 will be launched giving us an even bigger gas tank and more highways.  Trust me when I say this, Exede does not want to have these data caps.  And with their free zones, brings even more value to our service. 

Hopefully this analogy will help everyone understand the why's to the data restrictions.

David R Varner is an Elite Dealer for Exede High Speed Internet and is not an employee.  I am however a member of the Dealer Advisory Council to ViaSat and work on behalf of our dealers and customers to bring you a better company and product.  www.lakecountrysat.com

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Moejj

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enjoyed the snotty tone you started off with.  all of the users are inept computer illiterates who MUST have malware issues or it must just be hackers!  it's not just a few isolated incidents from the appearance of this discussion board.    Enlightened the clueless how when people turn their equipment *OFF* how data still mysteriously disappears, as people have commented on here?  Hackers connecting to the WAP doesn't apply, nor does a malware issue with equipment being off.

Cheers sunshine.


m
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Steve Frederick-VS1/Beam314, Champion

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Let me understand, Exede has in excess of 600,000 subscribers, and a few dozen f them complaining about data being stolen and data cap issues. Yes, I know  that some have equipment problems, and others poor installs, but it appears that a vast majority of us are very satisfied with the service, and have adjusted out internet usage to fit with satellite service. I have no other option for internet, as many of Exede subscribers have. For those on Exede who already had access to land based broadband internet, that I don't understand anyway.
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Pamelot

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I would say it is A lot more than a few dozen...
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Jacqueline Tierney

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Typically a message board would tend to  be a snapshot of the entire customer base.  The number of people that are active (this is something that has been known for decades with complaints to businesses via letter or what ever method) is a tiny percentage of the actual population.  If someone wanted to analyze the posts over time and figure out a percentage of happy vrs unhappy customers it would probably fall pretty close to reality.   Really unhappy people might complain more so I'll give that it might be slightly skewed to the unhappy people but they still represent a HUGE part of the customer base.
(Edited)
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LorrieL

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But then you also would have to continue to look for factors influencing the content of complaints....it gets very complex at times...like what percentage of people who sign up for satellite internet don't understand much at all about data usage or all the things that may be happening on their home pc or networks that are using data when they have no idea it's going on....so many may be absolutely CONVINCED they couldn't possibly be using that much data,but sometimes they really are...but not so easy to tell them ALL the things to check or be aware of, not to mention HOW to check or fix any settings and all that...this can get VERY time consuming for a lot of people who just dont' have the time or inclination to learn about all this stuff..
I have been grumbling  A LOT lately about just how difficult and time consuming I am finding all this new tech stuff...I am plenty old enough to remember when there was just ONE phone co with ONE phone technology...ONE kind of tv service....so you learned as a child how to use your phone and tv and that was IT....no constant UPDATES or new technologies or new devices...no tons of providers to learn about and compare to each other....While I am pushing myself to learn this stuff, over and over again I reach points where i feel VERY overwhelmed, confused and FRUSTRATED and at times I really wish I had way fewer choices....if I were richer it wouldn't matter so much, but I have to watch every penny so I wind up spending LOADS of time researching everything to TRY to make the best and most economical choice for myself.
I just love some of what this new technology does for me...but at the same time it is SO frustrating for me to try to understand and keep up.  I think most of us at some time or another have blamed someone else for some problem or other we had, and maybe later learned it really was something we did and not someone else's fault...that doesn't make it any less frustrating and I still may in the future again blame someone else for something it might turn out is really my responsibility.
Or maybe somewhere down the road I will hear on the news about some satellite internet co having been found to be leaking data (whether on purpose or not) ..my current opinion is that I don't think that is going on since there are so many people who aren't having any problems with data going missing.
And despite ALL these many many complaints, BBB still has Viasat listed as an A+ company.
But who knows what we might find out in the future?  I don't know but I sure wish we had an EASY, ACCURATE AND CLEAR way of knowing quickly exactly what used up how much data.
But then I am not sure what we would find to talk about. (kidding)
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Jeremy Mora

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Hi there Lake County Champion. 

You have NO idea how much time ive spent on calls with this company. You have no clue how completely ridiculous their claims are. We have turned off ALL computers and STILL had data disappear. This has never been a problem... since last november.. until now. 

Read the complaints here. They are strangely similar... ya? The pattern is the same... things were perfect until this month... 

You chiming in here and saying i have not allowed to help me is completely ignorant of any reality. ive spent HOURS on the phone with these people. 

Back off. 
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Ary Menaka

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My usage all the sudden 10GB, i check my usage twice a day and i know to use not more than 333Mb a day. This morning i check 6 GB and all the sudden its already 10GB at 8PM.

I have nothing that hog data 4GB in leas then a half day and i know better than that not to watch video unless on free time 00:01-5am.
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LorrieL

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Have any of you with data disappearing mysteriously tried the utility Networx?  it is free and provides a LOT of info about bandwidth usage from a bunch of different angles...AND you can set it so you will be alerted/notified if an excessive amount of usage starts to occur....or you can set it to power the computer OFF and notify you at the same time...you set how much usage you consider to be worthy of the alert and/or power off.  For anyone thinking lawsuit, i would definitely get Networx so you would have some "proof", but personally, I think there are answers you haven't yet found, and I suspect EXEDE isn't fault...just one opinion.
http://download.cnet.com/NetWorx/3000-2085_4-10155904.html
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Bev, Champion

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Auto play, other devices updating, even simply having Windows 8 and not setting it to metered mode, Smart TVs, DTV Genie, VOIP (except Exede Voice) Leaving webpages open when you are AFK, all of it eats data. Sure if you diable auto play and, close the browser when AFK, then only allow other devices to connect in the LNFZ, and do any updates or downloads in the LNFZ, then you might get away with a little mid day streaming on the 25 GB plan, on 10 GB no, that's LNFZ stuff too.

As frustrating as it is, it doesn't do any good to continue ranting about it when in fact people try to help. Okay, you know you don't have malware, trojans, etc... and you know no one is stealing your bandwidth but, it never hurts to double and triple check. Use an AV scan you don't normally use,  turn the router off for a week and unplug the modem unless you need to be online. Then see if data still disappears.

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