Unhappy with Buy More Data prices

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  • Updated 1 year ago
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  • (Edited)
I have a 150GB /month plan. I choose that because I did not want to run out of data. Most months I use 50 - 60GB of data. This month I made a mistake. I hit the clouds in iTunes because I was taking a trip and wanted my movies downloaded to my iPad. I forgot I had a limited data plan for internet. That used up my 150GB of my data with 25 days to go in my billing cycle. I pay $125 / month for a 150GB plan. The price to put the 150GB of data back is $1500.00!!!! Loan sharks have better policies than that. Excede Customer Service is not empowered to give anyone a break on the pricing. This is simply unfair and says a lot about the company. Yes - I made a mistake. But I never asked for financial compensation for the 20 times or so in the past year where my download speeds were 2MPS or lower and I spent hours on the phone with tech support trying to get it resolved. I have 19 days to go and have already forked over $200 for 20GB of data. Does Excede have a competitor I can switch to?
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Don Mott

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  • Angry!!!!!

Posted 1 year ago

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Steve Frederick, Champion

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Yes they do, it is Hughesnet. Their largest plan is for 50 GB priority with 50 GB bonus during the 12 am to 5 am time frame.

You are very fortunate to have the Freedom plan. Only a very small percentage of Exede subscribers have the option to have this plan, others are limited to 25 Gb or 30 GB, with some able to get the 50 GB plan. You cannot blame Exede for your mistakes in using way too much of your data. $10.00 per GB is a bargain for extra data, Verizon charged $15.00.
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Gwalk900, Champion

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The Hughesnet Bonus period is not that generous. That 50 GB is used from 2 am to 8 am.
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GabeU, Champion

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What is the speed throttled to when one runs out of data with Exede?  

As Steve mentioned, Exede's only direct competition is Hugehsnet, whose largest residential plan is 50GB/50GB.  With that said, though, Hughesnet's Gen5 throttle speeds that most have been seeing when they have exhausted their data is between 2Mbps and 3Mbps.   It's not great, but much better than it used to be, and enough to still do most things.
(Edited)
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Old Labs

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It's dependent on which plan model. For Liberty it's 1 - 5 Mbps but is qualified with during non-peak hours. During peak hours it's largely indeterminate. With Liberty Pass speed is throttled and traffic is de-prioritized. Some report unasble during peak usage periods. Last month I got .1 Mbps during peak periods - very dependent on how much your beam is loaded.

Other plan models throttle to much lower speeds. The problem is that most beams appear to be overloaded now as demand constantly increases. Despite lower subscriber level now bandwidth demand is up with some of the newer plan offerings.

Enjoy the boost in speeds you're getting from Gen 5 and the new sat. As Dr. Ian Malcom said:

"Oh, yeah. Oooh, ahhh, that's how it always starts. Then later there's running and um, screaming."

There were lots of ooohs and ahhhs around here 5 years ago. Now not so many but they should return in another 6 months or so - at least for a while, and then the cycle repeats... actually I'm hoping everyone jumps to ViaSat-2 leaving me to have my way with ViaSat-1. We've forgotten how fast it was to start... 20 Mbps was normal for me on a 12 Mbps plan.
(Edited)
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GabeU, Champion

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Oh, trust me, I'm well aware of what will happen as time goes on.  Beams, gateways, and the satellites themselves fill up and become congested.  That, unfortunately, is inherent to the systems we are relegated to because of where we live.  

And, though I don't think it will happen as quickly with Gen5 on the ES19 (and ES17 over time) as it did with Gen4 on the ES17 due to the considerably higher throughput of the ES19, and now the system, overall, it will happen, nonetheless.  Such is life.  

But, with that said, thanks for the info on the FAP speeds.  
(Edited)
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Hfcomms

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Exede has Predatory Pricing which isn't fair...... I forgot I had a limited data plan for internet. That used up my 150GB of my data with 25 days to go in my billing cycle.

So, you forgot the plan you were on and now it's Exede's fault?  Since you forgot you have a choice to make.  Pony up $1.5K to restore all your data or settle for liberty pass slower speeds for the next three weeks and learn your lesson.

It's not their fault that you went over and neither is it predatory to put limits on data plans.  This isn't terrestrial Internet on fiber optic cables with close to unlimited bandwidth.  This is satellite Internet with limited bandwidth that has to be shared by all customers.  If you want a bigger slice of that pie then you have to pay up for it as you are on the freedom plan.  But when you go over your not entitled to another 150Gb of data for nothing.  When you consume more bandwidth on your gateway that capacity is being taken away from another paying customer.  That is why they have data plans and limits.  Suck it up and be more careful next time.
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Brad, Viasat Employee

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Hello Don

Please email us at exedelistens@viasat.com. Once you go over your primary data the buy more option runs at about $10/GB (similar to data plans on phones). Unfortunately we don't have a way to hit a reset button on the data but we might be able to give you like 5GB free for priority data to help hold you over for the next 2ish weeks until it resets. 

Unfortunately how the data is used is all in the customer's hands (such as cloud backups) so we try as much as we can to inform our customers on how to toggle things like this off so that there are no nasty surprises but there's nothing on our end that can do this for you. 
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Don Mott

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Thanks Brad,

I am at 167GB of 170 purchased.  I am using less than a GB/day now and I have 18 days left. I have paid an additional $200 for 20GB of data - most of which was used up right away because whatever was causing the issue was still downloading. It was difficult to stop the bleeding because I can't see what is being downloaded. It would be helpful if you made the same tool the CS people have available to customers so that they can see where their data usage is coming from - and even more helpful if you could provide a monitoring tool which could show the data activity on a machine.  Obviously, I did not want to download... I think they told me 176GB of data in video over a 2 day period. We concluded that it must have been because I downloaded an HBO series season which is 10 hours. I was taking a trip and needed the video downloaded to be able to watch it on the plane. It should have only been 30-40 GB. I can't figure out how that turned into 176GB. I don't really know for sure if that was the cause because I have no way to reconcile how much data went to which device at what time. Maybe there was some issue which caused it to keep re-attempting the download.  There have been many times where I have had plenty of data left ( I never exceeded my data limit until this month) and the download speed is less than 1mps. I would call customer service, they would tell me to re-boot my modem and router, it wouldn't work and I would just end up hanging up having wasted 30 minutes. Then in the next day or two - it just starts working properly again. 

I will call when my data runs out....
(Edited)
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outlaw2u2

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I have an Asus RT-AC3100 router and under Traffic tab it shows where all data is used. I have 150 Gig plan and never been over 80 Gigs
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GabeU, Champion

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Don,

WOW.  You've got a LOT of devices.  

Well, to be honest with you, I can't help you with your non PC devices, and only have some suggestions for the phones.  

With regard to the PCs and notebooks, if they are all Windows,  you can install the free version of Glasswire on each one.  Glasswire will tell you exactly what data is being used on each computer, AND what's using it on that computer.  Make sure, though, to set the options in Glasswire to "Incoming & Outgoing" and "External", as you don't want it to also count data that's being transferred back and forth inside the computer.  

Also, if the computers have Windows 10, make sure that "Updates from more than one place" is either disabled altogether, or set to update computers ONLY on your network (which could actually save data if they are networked) on each of computer.  Whichever the case, make darn sure they aren't set to "PCs on my local network, and PCs on the internet."  If they are, you may be updating strangers' computers, and using your data to do so.    It also may help to have your computers set to a metered connection, and you can now do so even if you are LAN connected with the Windows 10 Creators Update version.  

The cloud can also use a ton of data, especially with so many devices, including your phones.  If you don't desperately need it, it's best to completely turn off, or disable, the cloud programs on your computers and your phones.  

Syncing between the computers can also use a ton of data.  If syncing is something you don't need, it's best to turn it off on each computer.  

One last thing...if you have a DirecTV receiver connected to your service, they can use a lot of data, as well.  They can use it for a variety of things, not just on demand.  And when the DirecTV receiver is off, it's not really off, but in standby, and can still connect and use data.

If the phones are Apple based, they should have an app in them called the "Activity Monitor," and in that app is the Network tab, which will give info somewhat similar to Glasswire, though much more basic.  I believe, though, that the Activity Monitor resets each time the device is powered down, unlike Glasswire, so it may not keep a running tally like Glasswire does.   

I don't have Exede, so I can't tell you what to look for with regard to their equipment, as in tools they may or may not have that can tell you what data each of your devices is using.  I have the direct competition, though, so we are in the same boat when it comes to needing to remain cognizant of our data usage, and just what is using it.  

If you've already heard all of this before, I apologize.  It's just that these are some of the most common things that people either don't know about or miss, and the data each thing can use adds up.  

Again, I can't help with the other things, but perhaps someone might have some ideas regarding them.   

There are some routers out there that tally data, and some break it down better than others.  I'm not suggesting that you run out and buy one of these routers, but only giving the info so you know that there are additional ways in which to measure your data usage, and be able to see how much data each device is using.  People swear by the Asus routers.  
(Edited)
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Old Labs

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I need a report that shows data usage by device!!!!
outlaw2u2 nailed the easiest way - invest in a router having robust traffic monitoring and analysis.

GWalk900 shows some screen captures of the Asus RT-AC3100 outlaw2u2 mentions at:

https://community.exede.com/exede/topics/understanding-and-tracking-data-usage

With that many devices, it's worth the price. GWalk900 also covers how to get that functionality on less expensive Asus routers.
(Edited)
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GabeU, Champion

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Just the computers and phones alone are ten devices, and then the other things on top of it.  Whew.  Lots to watch.  One of those Asus routers would surely be useful.  
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Old Labs

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For those wanting to get a taste of what the ASUSWRT GUI experience is like, see:

http://ec2-54-202-251-7.us-west-2.compute.amazonaws.com/index.asp

Warning

That demo is for the current high end ASUS model  (RT-AC5300) but the Traffic Analyzer (not simply the Traffic Monitor) is available on other models. You need to explicitly check the router's specifications on the ASUS site (or on the box itself if at a local retail outlet) to determine which features of the demo are available and built-in on a particular model. The demo is simply meant to demo all possible features but features are model dependent.

If the features aren't available for a specific model, you can still extend the router's functionality for supported ASUSWRT models through the open source Asuswrt-Merlin firmware.

See:

http://asuswrt.lostrealm.ca/about
(Edited)