Disappointed in Viasat

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Unlimited not what was expected. One unlimited is supposed to be unlimited but it limits us to only 150 GB a month. Also something is eating our data up. Once a day my granson watches cartoons on utube. On all of our tablets, phones, computers and tvs the updates are turned off and set to manual. Nothing is on and yet in one week we used 150gb and then 3 days later it says 364gb used. When we had a lower plan our minutes didnt go as fast. In fact we used as much as 120gb in a month and are not using anymore now then we did then. Since viasat took over excede things have gotten worse and I think this company is somehow scamming people. I have been reading alot of compaints. And something really doesnt seem right. I live in the country to and dont have much choice for internet. And everything seems to go off the internet anymore. So these people have us over a barrel and they know it. Im really dissapointed. As soon as our contract is up we may just drop viasat and do without. Rather do without than get messed over. We really need this for our business but we can find a new company.
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WGaranti

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Posted 2 years ago

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Stephen Rice, Champion

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You just said something is eating up all of your data and then blamed Viasat. I'm confused.

If one of your devices is using all your data, fix that problem instead of blaming Viasat.
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Charlie Comstock

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I suspect he is describing the fact that you can modify your devices such that they are not using data...and yet ViaSat's records show that you are somehow using up massive amounts of data. I was gone for most of a Sunday last month ...everything in the house was shut down....and yet their report indicated I used more data in that one day than I had for the previous week....something is not right!!! I called up customer service and it was explained to me that people are driving down the road near my house in the country and stealing my data .... REALLY.... An irony is the fact that the modem/router that was provided by ViaSat can hardly send the signal to another room in my house....Who steals satellite internet data while driving past houses???? You must have excellent service and have yet to experience ViaSat's mysterious data usage?
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Oliver

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I've yet to have mysterious data usage that I could not account for. And based on reading posts here on this forum 95% of the time its a device on the users network.
(Edited)
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lsandersj

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I had a freakish event that led to a mysterious use of data.  I use an average of 3gb/day and after this event it skyrocketed to 15 to 20gb/day.
I also have Dish Network TV and the event was a sudden  power outage in my area.

Whatever happened after the power was restored my Dish Network started consuming the data for some unknown reason.  (I use streaming very sparingly and with full knowledge of data usage, and not at all during this period.)  After a few days of going through the process of elimination I disabled the wifi connection in my Dish equipment and the data usage returned to normal.

If there is any blame here it would be Dish since Viasat had nothing to do with it.  In spite of that Viasat made it possible for me to not run out of data for my month since I wasn't even half through the data month yet.

I have nothing but good to say about Viasat.
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Jim16

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I have repeated this so many times...if you blame Viasat for your data lose then you will NEVER find out what is eating it up.  You say everything is turned off.  Check again because things get turned back on without you knowing it.  Your kid may be using a heck of a lot more than you think.  We had one guy rip Viasat for data lose and he them found out his kid was inviting his friends to come use his free internet.  Don't blame someone else, you find out what you are doing that is taking all of your data. 
(Edited)
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Ron Frank

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Ive been with Exede/Viasat for years.  Ive been on the same PC almost 10  years.  It is just me and my wife, no kids, no sleepover guests.  We dont "download" anything.  We dont stream.  We are password protected.  We live in the sticks and our nearest neighbor is 1/8 mile away, and they have their own internet. 

Over our years with Exede/Viasat there have been a couple data usage instances where we were informed "our modem failed to restart properly after an update, and was not recognizing our free zone" so we were burning through our data during our free zone NOT MY FAULT!  And at least one instance I remember when we were "accidentally charged data during updates" again, NOT MY FAULT! .  Exede/Viasat accepted blame for those issues and reset our data for the month.  Unlike my most recent 3 month ordeal, we found the cause and goes to prove that the ultimate blame is not ALWAYS on the customers end! 
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Jim16

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"Unlike my most recent 3 month ordeal, we found the cause "

What was the cause?
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Stephen Rice, Champion

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You've been using the same computer for ten years? Impressive.
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Bradley

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Not really. Mine is 10 or more. Intel 6600. Top of the line back then. Still holds its own unless running newer games.
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Ron Frank

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I stated the cause in those instances that were on "their end" to prove its not always the customer.  No cause for my 3 month issue has ever been found ... which is why it remains MYSTERIOUS!  If a cause was found the mystery would be over.  I simply hate hearing it must be my fault since there is no evidence to prove fault either way.  By identifying the data usage as "mysterious" or "suspicious" does not implicate Exede, nor does it exclude me, one of my devices, or one of my programs.  I am merely making known that with no changes to anything on my end it was never a problem before, and hasnt been since.  One would assume if it was on my end it would still be occurring.

And I am sorry for rounding up on the age of my PC.  I checked and its only 8 years old ... so far.  Its an HP still running its original Win 7.  I had to get it because while I was driving truck over the road, my roommate blue screened my 7 yr old Dell downloading porn.
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Stephen Rice, Champion

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Shoot, I guess I better check the age of my computer when I get home. For all I know it's 10 years old too.
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Bradley

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Unless you buy the very top of the line, the tech most people buy is five years old brand new.
(Edited)
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Stephen Rice, Champion

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My Playon/Plex server is a Dell Latitude E6400. Cnet wrote a review of this machine back in 2008 so I guess my machine is at least 10 years old. Time for me to eat dirt.
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Larry Wolff

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as much as I hate to say it, welcome to the club of disappointment and lies. They keep selling seats to a sold out show and they know it, sad. I can't wait for space x to get their satellites in operation. they promise to give everyone gigabit internet, I can't imagine that speed. I hope they are up and running by the time this contract expires so I can leave these liars. Don't bother calling anyone, they are masters at talking in circles.
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James Paramore

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No, you are not limited to 150GB a month, You can use as much as you want, but your speed is throttled and you are put behind other users after you have used up that 150GB. It's a shared resource, you just can't run wild with it.
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John Shoufler

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Throttled to 200 kbs or less?  that is what happened to me.  That is not throttled that is shut off.  30MBS to <200kbs is not unlimited just throttled.  that is limited shut off after in my case 100gb.
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VeteranSatUser

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Viasat is the same company it always has been and owners/operators of Exede since its inception.

If you don't like Viasat, you won't like Hughesnet either. Try using 150GB on Hughesnet and find out what happens.

And for those of you with hopes for Space X, kept dreamin.
(Edited)
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fmj77

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Don't ever underestimate Elon Musk.
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Larry Wolff

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It is going to happen regardless of what smart guys think
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Jim16

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It will be MANY MANY years before thousands of small sats wiz around the globe to give us Gigabit speed internet.  And if you think it will come cheap then you are sadly mistaken.
(Edited)
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VeteranSatUser

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Well there is always Google Loon too :)
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Jim16

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Very interesting...  the video was posted in 2015.

https://x.company/loon/

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Stephen Rice, Champion

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Those satellites going all over the place in low orbit really are hit or miss for signal.  I had satellite phone service through Globalstar about five years ago.  You literally had to stand outside and wait for one of the satellites to pass overhead to be able to make a phone call.  Once the satellite finished flying overhead, the call would be dropped.  

You actually had to install a program on your computer just to calculate when the service would be available.  It was that spotty.

Until there is about a zillion of these low orbit satellites in space, you are going to be dealing with service cutting in an out, and of course congestion.
(Edited)
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Ron Frank

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Ahh, mysterious data usage.  Months ago I was on here complaining of the same thing.  Out of the blue, 3 months in a row my data was GONE 2 weeks into my billing cycle.  I heard all the usual comments about how it must be on MY end, MY devices, MY programs, someone stealing MY wifi even after insisting time and again NOTHING changed on MY end.  Well still NOTHING has changed on MY end.  Same devices, same programs, same usage and the last 4 or 5 months I am "mysteriously" back to normal using around 70% - 75% of my data each month.  Funny how the sudden usage coincided with "unlimited" becoming available in my area, which of course is what customer service suggested as a solution to MY "insufficient data problem".  I informed them I had no "insufficient data problem" my normally sufficient data was vanishing for no reason.  But that would suggest a conspiracy and I wouldnt want to go there ....
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Bradley

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Even as skeptical as I can be at times, and I love a good conspiracy, I can’t get behind a theory that would purposefully siphon off data from people’s plans. I don’t even use all mine, so what would be the point?

I suspect with any software there are glitches that happen occasionally. I’ve lost massive data twice. Once this past week. I don’t “lose” data. I literally couldn’t burn 16GB in one evening if my life depended on it. My connection won’t go that fast.

While most cases are probably explainable, some are not. What really baffles me is that the majority of forum users don’t ever consider that ViaSat could actually be wrong with their data readings. Just as plausible as people driving down the road burning your data on a password protected WiFi router with zero range.
(Edited)
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VeteranSatUser

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In the early days of Exede, there were definitely issues with a "runaway" usage meter. It was affectionately know as the modem looping problem where somehow the modem got "stuck" sending and receiving data, even when the modem was idle. I believe that issue was ultimately fixed, but it went on for several months.

Anyhow, it is why I never leave my modem on 7 x 24, even to this day.
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GabeU, Champion

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Same thing happened with a few of the early HT1000 modems with HughesNet.  A legitimate instance of a data "leak".  Haven't seen once since.  

Shut mine down when not using it, too.  Just a habit I've had since getting the service in 2004.  The drawback is lack of logs if there is a problem.  
(Edited)
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VeteranSatUser

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Sometimes the end user has to take matters and come up with the own solutions to solve problems.
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Steve Frederick-VS1/Beam314, Champion

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I love my ASUS wireless router. I does a wonderful job of traffic monitoring of all my devices and shows me when a device is using data, and where it is using it. My experience with the Viasat data meter is that it tracks my data usage very accurately, based on what my router reports.

I think that some of the explainable data usage some are seeing comes from dish alignment issues.
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DavidBrowserGuy, Browser Expert

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One thing that can cause seemingly unexplained and large amounts of data consumption is a home device that has been compromised by malware.  Viasat is now monitoring the network for such traffic and will attempt to block it, which could be the reason why the problem seems to go away.  If you are currently running into this issue, feel free to contact me and I can look into it further.  Send an email to browser@viasat.com and include the phone number associated with your account and a statement providing express permission to look into your data usage.
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Hfcomms

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One thing that can cause seemingly unexplained and large amounts of data consumption is a home device that has been compromised by malware.

That happens more often than one might think but of course we blame the ISP for it.  Happens to websites as well.  On my personal weather website it's happened a couple of different times.  I've got a pretty decent data pipe on it but I average only 1Gb to 2Gb a day of people accessing it.  A few times it started to go way over and then I would get an email from the webhost telling me that I had just sent out 500 emails from my website.  To make a long story short someone or a bot figured out my email address and hijacked it to send out spam and XXX emails.  Once I discovered it I changed the admin email and password and then it happened again a few months later.

One thing we must do as individuals is to change the default user name and passwords of all our devices.  If you have a 'smart' TV and use any of the various services and as far as that goes all of your devices from computers, notebooks, tablets, security cameras, baby monitors or even your refrigerator....anything that connects to your router and/or modem can be compromised.  One of the best things you can do is to change the default username/password combination and don't be predictable and use the same ones over and over again.  That and keep up to date on your firmware and software updates for your devices.  And for heavens sake make sure you change the default combinations on your router.  Your router is broadcasting your SSID on the wireless side and again if you haven't changed the router name and password combo or have enabled security your access is open and your neighbors and people driving thru the neighborhood can also access your system.
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Tres Bien

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Ditto GabeU's comment on shutting idle equipment off.

No matter what system I'm using [Hughes or Verizon 4G or whatever] I endeavor always to turn off or unplug the router when I sign off for the night and often times during extended daytime periods of non-use.

I suspect that many people opt for the default settings on all of their computing equipment which normally allow these friggin' machines to yammer back and forth with the mother ships concerning updates and host of other not-so-benign issues.  I don't leave any communication options to the discretion of software or hardware [if possible] and I take the keys to the Lincoln [no hot rodding around after bedtime, kids].
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VeteranSatUser

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I agree with you Tres. I always turn my internet off before leaving home When Viasat had the runaway usage meter back in the early days of Exede, that was enough for me. I got in the habit of shutting down modem and that took care of things!
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Bev, Champion

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And now, we can't forget the IOT devices either (internet of things.) Bad enough my car yammers online about maps and repairs. My TV yaps about movies, apps and even ads, my computer, well anything and everything I let it yap about. But my blooming refrigerator?! Really? It COULD send in a grocery list based on it's contents if I let it. Then not only would it use my data, I'd get a call form the supermarket telling me I had to come pick up this 100.00 of food I didn't know my refrigerator ordered.

Even my radio likes to be online - what gives there? My granddaughter tried to give me an online picture frame that would show me her cloud pictures. I refused the less than thoughtful gift.

I mean if the frame has her password to her cloud, well that's one step from her computer and, her financial and identity info there and, she was giving the fool things as gifts- not so bright.

Oh and that picture frame can stream videos too - data hog in the making there if left unchecked.

It's nuts anymore, the lights and appliances are connected to the phone which is connected to the router that's connected to the alarm system, security cameras,computers, tablets, modem and, thus the internet and, push a button or, sit on the key fob and, now the car is online too and probably arguing with the refrigerator or, getting direction from the microwave, or possibly the neighbors, or that strange dude in Russia???

Okay not that bad, but you get the point. Mind the IOT and the normal internet use by humans too.
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Frank Alvarez

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Too funny! Sometimes technology gets ahead of itself. That's what is happening now. We who live in the country have to worry about these things. Folks who live in town and have access to cable, fire wire, fiber optic, or whatever other truly unlimited connection don't blink at leaving everything on so the appliances can argue with each other and share porn. This is the price we pay for good old wholesome country living. It's bad I know, I used up all of my limited unlimited data in 10 days! Going to be a long month. I've given the Smart TV and fridge a time out for their reckless use of data. 90% of my data use is for work so it gets very frustrating when it slows to a crawl, but it beats driving to work every day. Take a deep breath and move on.
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Charlie Comstock

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I wonder which ASUS router Steve has? I need something that can surpass the limited range provided by the router supplied by ViaSat...
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Steve Frederick-VS1/Beam314, Champion

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I have the ASUS RT-AC1900P, although many are now using the AC3200 routers. Both have good wireless range, and have the traffic monitoring feature.
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GabeU, Champion

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Merlin firmware, right?  
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Steve Frederick-VS1/Beam314, Champion

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You bet
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VeteranSatUser

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I took a little different tactic. First, I installed taller antenna than the standard antenna that come with the ASUS. Then, I installed a repeater. Works great. For the 2.4GHz network I would have enough range without the repeater. But 5Ghz has a shorter range. Hence the repeater.
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James Paramore

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I'm using the Asus RT-N12. I have a shed about 30 yards behind my house, the router is in my house about another 10 yards from the shed. I have a laptop in the shed and can connect with it. Signal is a little low but it works. 
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GabeU, Champion

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That's pretty good range for such an inexpensive router.  Not bad at all.