Having a problem with high data use, Customer service didnt help

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  • Updated 1 month ago
  • (Edited)
Basically, my mom who is handicapped, went over her data cap for the FIRST TIME last month somehow, within the first 11 days. she has a 10gb data cap.  I have paid for her service and been a customer for going on 10 years or more now. exede12 - 10 GB plan

She has 3-4 light switches, electrical plugs so she can turn things on and off with voice, and an ecobee thermostat, and an Amazon Echo to control everything.
 Ok, so maybe she used her Echo a LOT more than normal.  I did a half hour test of Audio streaming, and that only used about 2mb of data... it was obnoxious for her last month to have alexa tell her she couldn't do that right now way too often when asking to change temperature or lights. 

I put in a hardware firewall to monitor things

I installed a hardware firewall and new wifi (Open wrt). 
Fast forward to this morning. I got an alert that she has used 70 percent of her data or, 7 gb. When I logged in the meter was at 73 percent or 7.3. I logged into the firewall, and it shows she has only used at the most, 4 gb between upload and download.  There is nothing going on, no record of any new devices, not that they could join. No new wired devices connected.

I got ahold of support, and they were.. unhelpful. They kept asking me what devices I put the firewall on... I replied I didn't put it on the devices that it was a hardware firewall.. and they retorted well, that is your problem, firewalls are meant to go on each device, to protect against viruses.



Anyway. TLDR: I need help figuring out why Viasats meter is so out of control based on ACTUAL usage, and want help getting it fixed. 
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Josh

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  • Frustrated.

Posted 1 month ago

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Gary

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Nothing new to see here folks so just move on! We switched from Classic 10 which we never once hit our 10GB limit in over 10 years to the latest and greatest Liberty 12 GB plan and in just under 20 days we went into over drive on our 12 GB limits with not a single difference here in our home.
Big brother is watching and we have no control over how they record our usage or dip into our usage accounts.
I am not much of a gambler but I will bet you good money if you switch to Hughes you will have Exeded zombies banging down your doors in short order. Not to worry though, you won't be any happier with either service so as I said in my first sentence, just move on, nothing to see here.
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Josh

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Hughesnet was terrible. 
I switched her to Wildblue about 10 years ago, and since then it was exede, and now ViaSat. 
Absolutely no issues until last month, in which nothing changed but somehow she is going over her data cap. 

No new devices, no computer doing updates. The echo, ecobee and smart plugs have been in place for a few years.

something is going on, and it is not on her end. 


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Gary

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That's exactly what I was driving to. We changed nothing but our plan by increasing it from 10 GB to 12 GBs and all of a sudden we are blowing through our data caps like we have done something different yet on the 10 GB plan we never even came close to using all of our allotted data. 
I don't have enough DATA left to even fight these idiots but I know for sure they have some problem they better get straight because I now have other options. We have been loyal and satisfied customers for close to 14 years but just like Sears & Roebucks, they can crash and burn for all we care after a lifetime of very profitable business from we pee-on's. They can look back on every post I have ever made here and all are mostly positive for the service they provide for rural America but they just can't seem to get their act together when ever a change takes place on either their our our end. Increase your data limits and get throttled half way through the month when it never, ever happened when we had less data on our original plan! Go figure??? 
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John Postizzi

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We see stories like this over and over on this forum, so there must be some truth to the claim.
The only thing that changes is the plan and then the data usage starts including mysterious unknown amounts.
The Viasat apologists claim that that can't be and insist that the claimer should buy Glasswire and a traffic monitoring router to prove their suspicions. Nonsense. There is more to this than meets the eye.
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GabeU, Champion

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Glasswire is free.  
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Old Labs (VS1-329-L12FZ)

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And without any evidence, they are just that... stories, anecdotes, etc.

It's not being an apologist to suggest that someone provide some evidence that either verifies or disproves Viasat's usage count by independently monitoring their usage with their router (preferable) or traffic monitoring utilities.

In all the years, I've participated here and in other forums I've yet to see anyone who's clearly demonstrated a discrepancy with side by side screen captures - except for me some 6 years ago. It didn't help or get me any reimbursement, but I believe it did lead Viasat to more quickly correct the issue that was causing it at the time - at least it appeared to put them into the right haystack. I felt I was being picked on since it was a good 6-7 months before I experienced the problem others were having (but although appearing the same it really wasn't). 

Since then, every time I think I've got 'em now... something else pops up that I haven't accounted for in my comparison.

Most recently there was some data that should have been in the free zone period but not according to my router - to my benefit so I wasn't going to complain obviously since it appeared I had about an hour extra where data wasnt being counted. Turns out the router has a bug and the hourly display (just the display) is off by an hour when clock's fallback and probably will correct itself with a reboot but I've not really needed one -  even the clock itself failed to automatically fallback due to the fallback date being wrong (it was a week off on my Asus - 2nd Sunday rather than 1st Sunday  in November until I corrected it).

Other past discrepancies were attributed to having NAT hardware acceleration enabled which bypasses the router's CPU and yields inaccurate traffic analysis on the router whenever it kicked in (an Asus only feature I believe). It's a feature that provides little benefit to satellite internet users to begin with. 

When monitoring your own traffic, there is most definitely more than meets the eye and you have to ensure you're comparing apples to apples. Once I demonstrate an actual discrepancy, y'all will be the first to know about it with some hard evidence to support the claim.

The very fact that the original poster was told firewalls need to go on every device shows you what you're up against in proving a discrepancy with customer care minions. Hardware firewalls are obviously intended to protect an entire network. So you need to break through that tiered, scripted level of support and firewall of denial - a mind numbing experience in itself.

Post some hard evidence here and you may find someone who can actually do something about it asking you to contact him (or not, he may have simply given up).         
(Edited)
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Gary

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Yup! The only change I see is now instead of getting 2 or 3 spams from Russian beauties or Asian Charms I am getting between 15-30 every day, all to spam and all deleted without ever opening them. I need this garbage at 66 like I need another AH and I damn sure refuse to pay a penny for this crap or jump through any hoops I never asked for to stop it. My keyboard has a single delete key but apparently my provider charges me for this **** they allow to come through.
(Edited)
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John Postizzi

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Go with the flow and take some Viagra.
You may enjoy your spam more then.
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Stephen Rice, Champion

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Wish I could afford that stuff. Unfortunately My insurance has a $3k deductible until it kicks in.
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Stephen Rice, Champion

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Viasat is emailing you Russian beauties?
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Gary

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LOL! I have no idea where these spams come from or if Viasat has any control over them. All I know is that is the only real change I can see since I signed up to go from 10 GB to 12GBs per month. 30 spam BS love wannabees a day that I have zero interest in and I am on a freaking chrome book with as many of the spam blocker programs I can find. Any of you guys or gals with the prescriptions for the blue pills or the vitality who are interested just let me know and I will be happy to pass them along. I also get a half dozen spams a day wanting me to Unsubscribe from their sites I never, ever subscribed to to begin with.I have no idea what is eating the allotted data I pay for but I do know nothing I have done has changed my usage totals. Hell, I have a cell phone and private number that only 6 people have yet I get calls every day from numbers I do not know, don't answer and no idea who or why they are even calling my personal paid for by me minutes.
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Deku (The #1 Hero Data Saver), Champion

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*Deku talks to herself while typing on her cell phone as it does the auto correct on it's own*

Well to be honest only a computer needs the firewall. No Android devices what so ever not any devices at all. But if ya have an antivirus software for your computer then great! But also, it gots me thinking. Now imma just saying this... Why would viasat steal people's data for no reason??? I mean come on guys. I don't even think viasat would be that harsh at all. Viasat has always been an honest Internet service provider to me and everyone else here on this forum :3 viasat has been so good to me I just help when I can :3 but yet, Imma busy enjoying my life :3 it's just all depends on how you use your data and what not :3 hoping this helps you guys out to let ya know that VIASAT IS A GOOD INTERNET SERVICE PROVIDER AND WILL ALWAYS BE MY NUMBER 1 ISP NO MATTER WHAT!!! :3

GO GO VIASAT GO GO VIASAT!!!