Have Glasswire, now what?

  • 1
  • Problem
  • Updated 3 years ago
  • In Progress
We have been WildBlue/Exede customers for approx. 10 years.  We are aware that we have to limit our usage.  We occassionly go over our monthly data usage, but most months we keep it in check.  A couple of months ago we became aware of the 150gb package that was being offered.  We upgraded from our 18gb plan to the 150gb plan.  In the two months we have been on this plan we have used up our data allowance in about 2 weeks time.   The first month we thought that maybe we just got a little too lax.  The second month, we suspect that we have been hacked or some other problem.
I have contacted Exede customer service, but don't receive any helpful information.  Exede only tells us to reset the wi-fi router and change our password.  I have done that and nothing has improved.  I have been searching on this forum and saw the recommendations of Glasswire.  I have it installed, now how do I interpret the information it is telling me?

In contacting Exede they have told me that I have a different brand of wi-fi router then I actually have.  They have also told me there is an iPhone that has been using our data plan since 2014.  We don't have an iphone, never have, never will.  We have always kept our wi-fi router password protected and we don't give it out to anyone.

We are extremely frustrated that Exede is not more willing to help us figure out the problem and get this under control.  I know it is not their job to monitor my data usage, but it would be helpful if they could maybe offer some suggestions of things to check (besides re-set your router and change the password).

10 years as a customer and we can't get help.  Obviously there is a problem if we are used to having gb restrictions and now we can't stay in our package.  Wonder if it is time to reach out to our State Attorney General.  He would love to chew up a company like this.
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D Morris

  • 18 Posts
  • 2 Reply Likes
  • frustrated!!!!

Posted 3 years ago

  • 1
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Brad, Viasat Employee

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Official Response
We won't be able to assist with Glasswire as that's a 3rd party software so we cannot recommend, endorse, or anything like that with it. Some users on here use it and I'm sure they can talk to you more about it.

When it comes to devices being identified on your router it's all based on the browser. Have you been able to use eSVT? https://community.exede.com/exede/topics/give-our-new-usage-tool-a-test-drive it's a more informative meter and it's what our tech support uses to see usage type and everything. It gives a better breakdown of data.