Disappointed with customer service regarding usage

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  • Updated 2 years ago
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We've been with Exede for nearly two years. Until recently, we were on a 30Gb plan, which was more than 10Gbs above the plan we had with Hughes. Even given the larger usage allowance with the Exede plan, we found that we were suddenly exceeding usage patterns we had established with Hughes. This was concerning, because we changed nothing other than switching the provider to Exede. However, we did find that we almost never went over the 30Gbs (only a few times in almost two years), so we didn't fuss about it.

Recently, Exede changed plan offerings and we've been fortunate enough to be eligible for a 50Gb plan, which includes a LNFZ. That's the good news. The bad news is that our usage seemed to jump again - this time by a large amount, even though we had not really made changes to our usage patterns. Again, this is very concerning to us. Perhaps a small increase in usage would be understandable, given that we don't worry about our data allowance as much as we used to - but we're actually bumping into a limit that we never used to come close to.

Bear in mind that we have no automatic software updates scheduled (any update would have to be kicked off manually), that we do not stream with iTunes, Netflix, Amazon Prime, Hulu or any of the major streaming providers. We do watch some Youtube, however very little. We don't even stream audio very much. In short, we are conservative consumers of data. Additionally, I am in IT (and have been for 33 years) and so I know how to control our data consumption and I do so pro-actively.

Given all of the above, when we were told for this billing period that we had exceeded our 50Gb allowance, I contacted Exede to express my concern. I pointed out that what Exede was reporting back to us was way out-of-bounds relative to our usage in the past and that there was no way we were consuming that much data. The CSR that I spoke with only wanted to argue about it - going so far as to claim that on a specific day, we had used 1.5 Gbs and that she saw "about 1/6 of your usage that day was for Amazon streaming". There's just one problem - we never stream Amazon. We actually never stream anything except for occasional (short) Youtube videos.

After much back-and-forth and having made no progress, I thanked the woman for her time. I got no satisfaction from the call, having received no offer of dispensation whatsoever, nothing. This is very disappointing to myself and to my wife.

We've generally been satisfied with Exede and would not want to once again jump into comparison shopping of satellite internet services, but this experience has left us deeply frustrated and disappointed with Exede's lack of response or concern for what I reported in regards to data usage. I'd like to believe that the CSR was having a bad day, or that there was a communications barrier or that there is some other explanation, but this reaction (to argue with the customer) has left us disillusioned.

Sadly,
Rique
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Rique

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  • Disappointed and disillusioned.

Posted 2 years ago

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Bev, Champion

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Is it possible that anyone else has the log in for your router? Could anyone on any device, even a guest you once allowed access to, be using your data for streaming? Could a child or someone in the home be streaming on a tablet or phone and, not telling you?

If you cannot discover the cause of the usage, send your account information and, a request for a usage review to exedelistens@viasat.com so that they can take a look and see when and, what device most likely used your data.
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Rique

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No - we are located in a rural location. The lots are ten acres. Also, our router is secured. Additionally, there would be no good reason to piggyback on our connection - it's not worth it.

EDIT - Also, how would sending the account info and a request for a usage review to exedelistens be any different than what I've already done (calling and speaking with a CSR)? I'm not trying to be argumentative, I really want to know what's different about taking that approach. My experience with the CSR is that she only wanted to argue.

I could understand Exede's stubborn stance with regards to this if we had a pattern of consistently hitting the limit of our usage allowances. We do not and we have not. Something is amiss.
(Edited)
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Bev, Champion

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Sometimes, you get a new, tired or, just uncooperative CSR, the moderators here, the ones that respond the that email address are always patient, informative and, do all they can to help and, explain things until you understand, or the problem is found and, a solution at least in the works.
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Old Labs (VS1-329-L12FZ)

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When you send the email to exedelistens it'll be handled by one of the moderators here - they aren't associated with the customer service department and are corporate level employees responsible for social media assigned to a different department. Think of them as serving as ombudsmen for customer complaints that exhibit on social media forums such as this... sometimes they are able to break through bureaucratic obstacles.

However, most of us independently monitor our usage using either our routers or utilities such as Glasswire, Networx, etc. - more to verify the accuracy of the Exede usage meter and have more detailed usage information than Exede provides.

Like many here, I've found the Exede Usage meter to be accurate but independent monitoring would hopefully allow making a case in the event it weren't.  Utilities like Glasswire are real eye openers with regard to data usage even for someone like me whose been in IT for 40 years (now retired) and I'm amazed at how web site designers waste data that's paid for on someone else's dime - we old schoolers were much more thrifty when dealing with limited resources.

Nearly every day I see some web site that comes up with a new exciting way to offer me a "better" user experience at the expense of my data - whether that be ads or in many cases pre-loaded videos and audio (HTML5 media) that don't auto play but are downloaded in part or full to provide a smooth playback when I do click play.       
(Edited)
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Brad, Viasat Employee

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I think we'll need to review your account to really give a proper answer here. Send an email to exedelistens@viasat.com and myself or one of my co-workers will gladly review this for you
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ggg rt

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The company has to deal with a lot complicated issues that are not.At all eAsy to troubleshoot and one can easily defensive.
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Rique

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Sure, I can give the CSR the benefit of the doubt. However, my wife, who is far more patient and forgiving than I am, also described her service (or lack thereof) with some "choice words". Nonetheless, there could be mitigating factors of which I am not aware. At this point, what I want from Exede are only two things: 1) An explanation and 2) mitigation.
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James

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explination you will get : your router was hacked, or windows updates.  time to start unplugging your Ethernet cable and checking your esvt and myexede dashboard data from your cellphone or public wifi connection.
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Gwalk900, Champion

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Better explanation:

Gather information, learn what tools you have available, develop at least a basic understanding of computers and other networked devices.

We see this so often but yet the quickest solution to "Where is my data going" seems to fall on deaf ears.

The fastest answer  ... get a router that tracks data.

I'm going to post a perfect example of my own from this morning.

I thought my data usage was a little high over the past 24 hours.

I could have called my ISP and they could have taken a educated guess (an inference) based on my usage. ... but why should I do that when I have the perfect tool that will tell me when data is used, which of my devices used data and what programs and processes on that device consumed the data ..... my router:


Asus RT-AC3100 running the Merlin firmware:

First how much data was used for the defined period:

Looks like 301 MB total for the 17th.

That data was used by 4 devices.


OK, lets dig a little deeper. When did it happen?

Easy, lets look at the Stats:

The charted graph in blue show hours of operation for all device, four in total.

I see my Samsung Galaxy tab4 was connected, it shouldn't have been.


Lets see what hours it was connected out of the total:

Looks like 4pm to 2am with a very small but continuous flow thereafter.


What applications were active and how much did they use?




If I had called my ISP and let them give me a hint as to where I and my devices had connected to on the 'net and they had told me (see four highlighted areas) that I had went to Instagram, LinkedIn and Amazon I would not have believed it because ... I don't go there .. plain and simple.

But here it is, my own router telling me what apps were active on my devices.

I need to take a much closer look at that Samsung.

James, you have made 116 posts .. most of them having as much body, as much substance, as the one you made above.

Don't you think its about time for a positive move?

If you are skeptical of your ISP then get a router that gives you the info you think you need.

I had questions this morning and the answer was ... right at the end of Ethernet cable.



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Old Labs (VS1-329-L12FZ)

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GWalk's recommendation to get a router that adequately tracks data usage on a device by device basis is the only real way to account for all network traffic and data usage.

The "but I don't use (choose one: Facebook, Yahoo, Instagram, etc.)" refrain may be true for you personally and is a common one, but it doesn't matter anymore what you personally do. Today's web sites embed content from any number of sources and that content comes directly from those sources (not the site you may be visiting) - it matters what the site your visiting does on your behalf.

Let your router do the tracking - the current batch of Asus routers do a good job of it (despite a hefty price tag on some models where the Traffic Analyzer is available right out of the box ). But even some of the lower end models can be upgraded with the Asuswrt-Merlin firmware.   

     
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ggg rt

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THAT iS THE MOST CONCISE AND HELPFUL
PERSPECTIVE IN A RESPONSE POST THAT I HAVE EVER READ

CONCERNING THIS NEVER ENDING ISSUE.

I WISH YOU HAD WRITTEN THIS MUCH EARLIER.

B R A V O !!!!!!!!! Thank you.
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Old Labs (VS1-329-L12FZ)

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He has... on numerous occasions but it always gets lost in the pissing matches ;)
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ggg rt

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Yours is icing on the cake. Thanks for the info. I am going to do what you guys have suggested.
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Gwalk900, Champion

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I'll admit that the Asus 3100 is a bit pricy but there are much less expensive models that also have the Traffic Analyzer function that is then enhanced by loading the Merlin firmware

Here is a list of those models that I am aware of:


In addition, many times places like Newegg have Asus factory Refurbs with full factory warranties and greatly reduced prices.

I seen on the DSLR forums where Newegg had a 3100 refurb for $110.

Others are much less.

Dig around on the list of model numbers above.

 

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Gwalk900, Champion

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For whatever its worth .....

HughesNet "steals" data form their customers too ...

This such a common problem anytime a connection has a data limit.

I have been looking for that "perfect approach" to making a definitive post on understanding networking and how data counted/measured/lost/consumed for a long time.

I have started a topic in the Hughes Community (it is a work in progress) that I have to add to yet.

It does show a lot of the Hughesnet "tools" but I'll try to (when its finished) make a sanitized Exede version to post here.

What I have so far can be read here:

https://community.hughesnet.com/t5/Tech-Support/Understanding-data-usage-data-loss-and-connection-pa...


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xode0000, Champion

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The posts by Gwalk900 in the following thread might help to find out what is using your data: https://community.exede.com/exede/topics/excessive-data

Personally, data usage as shown by Exede has always been in agreement with what data I know I have used.  Then again, I have the Exede modem that doesn't have wifi, and I don't need wifi.