New usage cycle, data being used up quickly.

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  • Updated 3 years ago
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  • (Edited)
4 days into my new data month I find that I'm at 9gb's out of the 10 in my plan.  WHAT?  This has NEVER happened and when I emailed Exede I get a canned response on how to check what data is being used.  I specifically said in the email that there was a problem and needed someone to check into it yet it's almost like they didn't even read it.  Last night at 12:23 am (LMFZ) I uploaded a bunch of files/documents to OneDrive, I even have a screen shot showing the time it was done.  Obviously for some reason this data was all counted against my data, it's the only thing I can imagine happened.  I don't know what to do.  I'm extremely careful about my use, I only do updates late night if possible and I turn the computer off during the day when I'm not here.  No one else is tapping into my data, I live in the country and there are no houses close to me.  AND, when I use a router, it's password protected.  I don't use one all the time.  Can someone help me here?
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Andrea

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Posted 3 years ago

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Judge and Jury

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You said you sent an email.  Send another one and address it to exedelistens@viasat.com
and in the subject line add "attention Exede Beau."
Describe your problem and direct Beau to this post.  Include your contact information, account number, phone # etc.  Beau is one of three in that entire company that can and will do something for you.
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Exede Beau

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Andrea, I am genuinely sorry you're having this issue. As Craig said, I would like to check into it for you and get it resolved. Please email me at exedelistens@viasat.com with your account and contact information. Please reference your post in your email.

I have also changed the title of this post to something a bit more search friendly so future customers may be helped by it should they have similar issues.
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Richard Wilson

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We live in the country too and flying through 15 G about halfway through the month.  Somehow, data usage doesn't seem very clear to calculate. They say that they can graph the usage, but it's still very unscientific in terms of real help.  I can't believe that we consume what is measured....we do NO streaming whatsoever.  An occasional Utube will run, but no movies or audio.   Then, when we're throttled,  Apple email stops working......I can use Gmail, but no Mac......go figure.  I hope that net neutrality will "loosen" the system so that we can all have equal access and data for a reasonable price. 
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Nicholas Wilson

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I had a similar problem with data vanishing in a day or two after the monthly refresh. What gave me a good handle on data usage is a 3rd party utility called Satellite Restriction Tracker (SRT). Just search for it. For 24 hour monitoring without leaving your computer turned on and connected all the time, for a reasonable charge you can subscribe to their service in which their server checks and records your usage, direct from your usage meter on the Exede user portal, at the interval you set. Then when you fire up your computer, the SRT utility gets the stored data readings from their server and displays your current total. There's also a history function that graphs the data, and lets you export the database in the usual form so you can import it into Excel or another spreadsheet program for analysis and more complex graphics. 

So I set the SRT data sampling interval to one hour, and I get 24 readings a day, showing to the nearest hour when there are data spikes.  This also checks the late nite free zone (or Early Bird Free Zone if you're on the Evolution plan), since you should never see any increase in your data total during that time period.

I also set up an Excel spreadsheet where I enter the daily data total and have Excel plot the data usage on a line graph that shows current total, and a sloping line showing the level that results from equal daily use amounts for the whole month to reach the cap on the last day. I call that the budget line.  Then I can easily see whether I'm using data at a rate that would exceed the limit before the month is over, or whether I have allowance to spare, so I can have the luxury of watching a video or downloading major software updates that sometimes use up 1 GB, for example Adobe graphic software.

Attached is my Excel screen showing data and graphs. The lower graph shows the amount of data used since the previous day.
(Edited)
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Andrea

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Thanks everyone.  Beau, I will email shortly, I appreciate your willingness to help.  I got an email back from someone at exede (jesse and debra) and said I can call tomorrow and they can look into it, that there is a high level usage outside of the LNFZ today, but I went to bed (sorry, tmi) around 12:30 after uploading my files and didn't get on the computer until about 10 am to check email and facebook then was off it again until approx 1pm for about an hour, maybe two on facebook.  I never watch videos or do any streaming.  In fact, I'm very regimented and do exactly what I did before I had exede and had a verizon 5 gb plan with a usb thingy and never, ever went over the 5gb's yet now all of a sudden I'm using well over 10gb's a month?  It doesn't make sense.  I totally understand the way they keep track of it may be different and the usage won't be exactly the same but when we're talking that many gb's, something seems off to me.  I will look into that program to track usage.  I could understand if this happened every month, obviously then it would be my fault but this gross usage has never happened before and I've had exede for a year now.  It's so strange.  I'm hoping Beau will look at my screenshot (not going to post here) that shows that the files were uploaded at 12:23 am.  I then did a bunch of windows updates and went to bed.  I'll let you all know if we figure out what it is/was.  Thanks for your suggestions.  
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Lake Country Satellite, Champion

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Another culprit I have found are Apple Devices that like to back up to ICLOUD.  Say you have 3 or 4 devices in your home and they all back up at random times during the evening they back up all your pics, music, etc, that can rack up some data very rapidly.  I suggest turning this feature off.
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Andrea

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Don't have any apple devices here.  And, we don't use any of our devices except for my pc on exede.  I do have it set up to upload any new pics I add to my pc to OneDrive but we're talking maybe 4 pics a month if that.  
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buckventure71 .

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So on Friday evening 4-24 we installed Excede satellite and disconnected Hughes net.  Within 2 hours we had used 1.1 GB.   I checked it this morning (Sunday 4-26) and we had used 7.5 GB.  Then I checked it 2 hours later and we had used 9.3 GB.  We live in the country and only my wife was on the her computer using Quickbooks.   I have had hughes net for a few years and i am familiar with how data flows and how much our usage adds up.    There is no way we have used 9.3 gb in less than two days.  There is something seriously wrong somewhere.   I have not canceled my hugesnet service yet and may have to switch back as we didn't have this kind of data leak problem.
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Kim s

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Iam having the same issue with this provider. I am seriously looking for another service. 2 days into the month they say I have used 10 gb. I work 10 hours a day and my children are at school during the week. No gaming or streaming ever. I feel like I'm being cheated it of money by this provider!
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Andrea

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While I feel bad for you buckventure I'm glad to see someone else is having a similar problem at the same time.  Try sending an email as listed above, to Beau, I'm hoping to hear from him tomorrow.
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Tony

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I've been a customer for several years, and this month I've had to buy over 8 gig of extra bandwidth because of issues they're having with the Late Night Free Zone (LNFZ).   My online pattern doesn't really change, so I was surprised to find myself in restricted mode so early into the month.  

This month, a lot of data I downloaded during the LNFZ ate into my monthly allowance.   Customer service did acknowledge they are having issues with monitoring LNFZ and did credit me 5 gig to get me through April. 

I'm putting my satellite router on a timer to power off at 11:55pm and turn back on at 12:10am to drop into LNFZ on initiation.   Hoping that may help.   

I use Satellite Restriction Tracker (SRT) - A great tool.   ViaSat/Exede should offer an on-line tool showing data usage by the hour, especially when they're charging so much for bandwidth. 
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Andrea

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Wow Tony, thanks, I'm hoping that's what happened to me.  I swear on everything I own I did all my downloading/uploading after midnight on Friday night and as I've said I have a screen shot showing the files and time they were uploaded.  I hope they'll help me out as I'm sure it wasn't my fault, I'm certainly willing to admit if I've over done it but in this case I know I didn't.  I wish they would offer a tool as well allowing us to better track our usage, you'd think they'd WANT to do that to slow down customer inquiries!
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Andrea

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Does it usually take Beau awhile to get back to the email?  I emailed on Saturday night, still haven't heard anything.  I assume maybe he gets Sunday off!  :)
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Steve Frederick, Champion

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Andrea, Beau does not work every day of the week, but I know he is very prompt in answering his emails. He will get with you when he gets to your email. I am sure there are several in his inbox after a day off.
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Andrea

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BEAU, I really hope you are continuing to monitor this and hope you will be contacting me.  I just spent a lot of time on the phone with tech support and I'm not happy nor convinced.  I was told all my uploading was done after 5am but how can that be if I was in bed and my computer was OFF.  I sent you a screen shot showing some of the times of my uploading, it was 12:23 am.  The gentleman I spoke to had nothing to say.  Could not explain why so much data was used while my computer was off.  He offered my 5gb's of data but that doesn't solve the problem.  And, it's not all the data that was stolen from me.  In viewing all the complaints just over the past few days it seems that something happened on Exede's end.  I would certainly take blame if I had screwed up and used all that data but I swear I did not.  I don't know what to do and really want this "fixed".  Thanks, Andrea     p.s. - just so you don't think I'm a total crab, I've loved exede up to this point, it's been a lifesaver out here in the country!
(Edited)
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Steve Walker

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Andrea calling customer support is a waste of time. I was accused of lying, having a virus, and streaming movies non stop.   At one point BEau said I had used 57 gigs in a short time. Its impossible to have used the amount of data the systems says I did in the amount of time shown, as Exede does not have anywhere near the speed it would have taken.  
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Andrea

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I wasn't flat out accused of using it but I could tell it was being thought.  I felt like a jerk trying to explain there was no way this could happen.  I totally get they probably hear this stuff everyday but that's why I kept telling him to look at my account for the past year, I've only gone over once and it was by very little.  I told him everything I uploaded and he looked at the files and verified that I was correct in what I uploaded yet the times he gave were totally off.  Why can't they just admit something strange went on with their system and be done with it?  With so many having a similar issue you would think they'd be looking into it further.
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Steve Walker

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My guess is until the Engineers admit there is a problem then they wont say there is. It will take them losing customers before that happens I fear
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Knight Rider

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I'm sure they realize by this point that something is going on with there data counting program. Thing is it is going to take time for there NOC to figure out what's going on and where the problem is. Sadly I know that means this is going to continue to be an issue for a while but I'm sure the're working to get it fixed.
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Jacqueline Tierney

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Must also be a problem in specific beams because we haven't seen any issues (knock on wood) except the interesting fact that we just switched over to the Liberty 12 plan and the data seemed to be going at a slower rate than it did under Evolution which wasn't supposed to be counting every thing we did but Liberty does...and I was actually trying to be less restrictive on what I was doing so we could test the Liberty Pass portion of the plan.  Maybe I just was too busy with other things to be on the internet enough last month. ;)
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Andrea

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Not sure if anyone is still following this but by pure coincidence Time Warner Cable stopped in to the house tonight.  I was shocked, there aren't enough people in our area to warrant it so they must be desperate.  While I still have a year left on contract with Exede, after the fiasco this month with usage I'm seriously thinking about making a switch.  Has anyone here had TWC?  Give me the good, the bad and the ugly....
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Andrea

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Well, did a boat load of uploading and downloading last night from midnight to 2 am and my data usage meter didn't move this time.  Which leads me to believe there was definitely a glitch last weekend.  I really wish they would return all the data that was used last weekend to me, it's only fair.  If any of the reps happen to be watching this still I wish you would help me out on this.  Thanks everyone!
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Knight Rider

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Glad to hear you didn't have problems this time!!!
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Exede Beau

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Andrea, send me an email with details about last week and I will take a look. exedelistens@viasat.com Please include your account and contact information.
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Andrea

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Hi Beau, I DID send you an email last week, you never answered.  I will forward it once again.  Thanks so much.  Andrea
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Exede Beau

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Andrea, my colleague Diana is working your case and had sent you an email. She'll reach back out to you today.
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pam pruitt

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Really this has got to be the worst experience I have ever had with Internet my data is always gone after 4 days that is 95 dollars a month for just 4 days something has got to give or I will go back to my old Internet service
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Exede Beau

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Pam, I'm sorry it's been such a bad experience. Please send me an email at exedelistens@viasat.com and we can figure out where all of that data is going. Please send me your account and contact information and reference this post in your email.
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Sandy

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What was the outcme of this thread?
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Diana, Viasat Employee

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Hi Sandy, This occurred in May and the case is closed.  I sure it was resolved. What can I
do to assist you? Please send your account and contact information to
exedelistens@viasat.com.
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Andrea

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It may have been closed but the situation still happens every month now.  Not quite to that extreme but by 20 days my data is used up.  I used a mifi before Exede and did EXACTLY the same things I do now with only a FIVE gb data cap and never went over.  I really think Exede needs to figure out why this happens.  I don't dare watch a video (even short) or anything of that nature and still go over.  Luckily Time Warner has finally come up our road and we hope to be having internet installed in the next few days.  
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Starring Matter

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This is something that has been discussed on this forum, and countless others like it, ad infinitum.  Your habits have not changed, but the internet has changed.  

Advertising online has grown exponentially, including advertising with embedded high definition video.  Old school video blockers don't work anymore, because flash back end has been replaced with html5.  Images are of much higher resolution, information packed in each page has double, tripled, quadrupled, or more.  

The faster your connection is, the more content you are provided, going to the exact same page you went to, on your slower connection.   These are the facts of the internet.  And, sadly, guess what, when ViaSat2 goes up, and everyone has much larger plans available to them, they will then be insufficient too, as 1080p video is replaced by 4k (or beyond) video, and content becomes more "feature packed!"

I'm glad you have cable coming, that's something we all wish for everyone.
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Andrea

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I hear what you're saying, but I don't think things changed from one month to the next, it was not something that happened gradually.  And I use ad blocker (I know that doesn't get rid of everything).  I find it hard to believe that having the exact same habits would result in me using over double what I used with the mifi.  But, it's water under the bridge.  I'm thankful for the faster speed it offered me even though I have to refresh pages incessantly because they don't load (another pet peeve with Exede).  And, I'm sure I'll be back if for some reason cable doesn't work out.  
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Lani Richerson

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WE don't have cable here.  I was not aware you did change.  I run an internet business from my home so I need to have high speed.  I do training from youtube and  Facebook.  Currently I have my At&T plan and the Excede I just added.  I am planning to try switching between the two systems to be able to get the speed I need.  About to loose it now Please stay in touch
.   .  
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Andrea

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I haven't switched yet (they're coming Saturday to do the hook ups), and frankly I can't believe we're getting it, we're the only house on our road.  But, if you are using the internet for training, etc, I would suggest you get a plan with more gb's, you're going to run out fast.  
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Lani Richerson

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Andrea, I am a new customer.  Just Started Excede and have the Essential 10 plan which gives FREE TIME from 3am-8am each day.  After reading these posts I see a pattern that alarms me.  I have 16 days left and this morning I am told I am restricted because I have used all 10 g already.  We have a Mac Book Pro, I Pad, 2 Apple Iphones, and a desktop (Windows).  I am wondering if the updates from the Apple devices are making me use data.  I live in the Houston Area and often use my IPhone GPS when finding my way around Houston.  But my iphone should be using my AT&T data plan and so should my ipad.  I may have to cancel Excede if I can't get a handle on this use problem.  I think I have 30 days to decide, so I have to figure this out quickly or I may be stuck.  
Lani
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Andrea

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Glad to be of help!
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Curtis Berry

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I've had excede for over 2 years and have rarely gone over my 10gb per month. This billing cycle I was at 8gb used the first 2 days in, and at 10gb and throttled only a few hours after I happened to check my data usage. I feel like something happened with the way my free zone data was counted or calculated, as I had done very little usage during daytime for those 2 days, I am confused as to what happened, this hasn't ever happened in over 2 years....What gives??????
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Exede Lindsey

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Hi Curtis, I’ve recently reviewed a few accounts with customers who have experienced the same mysterious data usage that’s happening with you. There appears to be a few categories that are consuming quite a bit of data unknowingly. The top three I’ve seen have been Storage, Communication, and Updates. Please send me your account and contact info to exedelistens@viasat.com, I would be happy to take a look at your account and check your usage categories. Thank you 
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Curtis Berry

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Just to update, called into tech support and discovered that my DVR for directv was connected to the Internet and doing huge downloads without me knowing, she was able to help me out and was very nice, her name was Stephanie. Thanks
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Lani Richerson

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How do I find out if my direct tv is connected to the internet?  Excede Lindsey I would like to find out what else I can do to limit my data use.  I read the document you suggested but am unsure how to implement some of the options.
Thank you for your help.
Lani
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William Bouchard

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My experience is identical to Andrea. I sent an e-mail to exedelistens and am hoping for the best.