Data loss

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  • Updated 3 years ago
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HELP !! 10 GB HAVE BEEN SUCKED AWAY IN ONLY 11 DAYS HELP i DON'T KNOW HOW TO STOP THIS ITS INSAINE !!! My other internet box we use to have never used this much!! I think its been hacked or a free for all out here in the sticks thought I had a block on it I checked it and It does need an access code to log in !!
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Sandra Dvorak

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Posted 3 years ago

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Knight Rider

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Send Exedelistens@viasat.com your account and contact info and ask them to help you trouble shoot your data usage.
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Jack Prindle

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This is an on going problem with Exede that they admit, however have not corrected or compensated.
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Steve Frederick-VS1/Beam314, Champion

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Yes Ben, as Knight Rider has said, it has been posted on this forum and the Wildblue Worldwide forum on a few occasions recently. As for the accuracy of Exed's data measurement and their meter, I have found it to be very close to what my ASUS router measures each day and month over the past 3 plus years. While there are some instances of large data consumption being measured by Exede that was not actually used by a subscriber, those are few and far between, and when researched by the Exede technical team, it was a result of bad modems, trias, cabling, or poor installations, dish being out of alignment, or physical obstructions interfering with the satellite/dish signal path.

As with Knight Rider, myself, and the other Champions here, we are just customers, and not in any other way connected to or compensated by ViaSat.  If you feel that you are having data measuring that appears to be excessive, you should send an email to exedelistens@viasat.com along with your account number and a phone number so they can reach you. The moderators Diana, Lindsey or Brad are very good at helping solve these problems, with the help of their technical team.
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Ben

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Well Stephen, I am very happy to hear your 3 yo Asus router is tracking that close. My WD750 which I have used for a couple of years, was tracking data consumption within an acceptable variance with my past two ISP's. So I tend to believe that my router is tracking correctly. The reason I got into this conversation was that my data usage via my router was 1/2 the amount that Exede said was consumed.I called tech support and asked what I thought was a simple question. How does your tracking program count the data usage. I was basically told that the tracking program was not wrong and that I did not know what I was talking about. The agent refused to give me someone who could answer my question and then proceeded to tell me she would not get in an argument with me... I reiterated several times, just get me someone who has knowledge of the tracking system. Not only was she arrogant and disrespectful to me as a customer,  but she failed to offer any level of support. After this experience, I have NO confidence in what Exede tells me until they provide me without any reasonable doubt that they are in fact tracking correctly. 
I called my local provider the next day and according to the Wildblue system, ever thing was running correctly. Which given that the install is less than 90 days, I would hope so. Again, no answers other than I burned through 15gbs in 5 days, On Monday at 6:52 pm I get an email stating that I was at 70% and at 8:32 pm I get another email stating that I had reached my limit and was now restricted. Sorry, but this continues to make me more than suspicious that something is amiss with 30% consumed in less that a few hours.. 
Yes, I sent my request to the exedelistens last night  and did get a "we'll contact as soon as we can" response. 
As of now, I am NOT a fan, supporter or champion of Exede and will continue to raise the questions as to the accuracy of their data tracking system, and will also tell anyone who ask me about my experiences, the same as I have told you here. 
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Ben

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to Knight Rider, Thanks for the comment back. Any chance you have this booked mark?? 
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Knight Rider

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I don't...go to Alex's profile and look back at the last few posts he commented on
(Edited)
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Jack Prindle

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I have had the exact same experience, and continue to wait for some answer. And I continue to collect data vividly illustrating this issue. All I get back is the sound of crickets......
(Edited)
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J&J

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Get a better router.  Find the money to get something like an ASUS RT-AC68U or equivalent.

Set your router up with firewall enabled.  Have your router refuse ping request, refuse ICMP.  Block all incoming TCP or UDP request.  No port forwarding if you don't actually need it.  No port triggering if you don't actually need it.  Firewall the ports you do use and allow only the applications that will use the opened ports to have access to them.  White list any devices you want to allow access to the Internet through your router and set the time they can have that access to the LNFZ.

Why?

Get a real firewall (not some junk from symantic or the like), and go "DMZ" with your router to your computer for a day and have logging enabled.  I get about 2,000 hits a day from various places, mainly China, trying to get into my system.  You pay for the hits if they are not blocked.

There are people out there running bots trying to drill their way into anybody and everybody's system.  These people are not fondly called "hackers."  When they find an open port, they come back and go to work.
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Nate Keller

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I have supposed used 25gb in the 1st 9 days 2 consecutive months in a row. My WiFi is locked down, and excede claims we used 7.5g in 2 hours one evening last week. During the time they claim this happened we actually had no devices in use. Both months customer service claimed 1 linix os and an apple os used the banwith. I do not own a device that uses either. After being told this the 1st time I purchased a new $250 wireless router and set up a 37 key encrypted password for a new wireless network. Then again this month the same bullshit story! After a year of peoblems, over charges, unreliable bandwith, horribly slow speeds, rude csr's, and all out lies from exeed. I can't wait to get in on a lawsuit against them. I've contacted the Colorado Attorney general and the public utilities commission regarding all of this. I have even documented a string of abuse I've emails from supposed exceed customers who felt the need to call me out, verbally abuse and mock me for speaking out against exceed? Really? What customer does that sort of thing defending an Internet company? Mabel a back room of exceed employees hired to shut up loud customers. This in my personal opinion is the worst, most dishonest company I've ever had the opertunity to be locked into a contract with in my life!
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Knight Rider

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Ash, if your having tjat ich trouble with your service send exedelistens@viasat.com an email with your contact and account information and see they can help you figure out whats causing your outages and where your data is going.
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Exede Lindsey

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Hello Ash, I can understand your frustration with the depletion of your gigabytes and not knowing were your data is exactly being used towards. I would be more than happy to review your account details and check your usage categories to find out where your Gb’s may be consumed. Please send us an email toexedelistens@viasat.com with your account and contact information. Thank you 
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charley drumm

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hahahaha, exedelistens..what a joke.
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Wendi Peterson

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My usage just reset today. Got an email at 2:44 pm that my payment had been processed. Then at 3:07 an email titled "Time to watch your usage" saying that I had already used 70% of my allowance (15gb). The last one was at 6:40 pm stating that I had used up all of my data and would now be restricted. I'm in month 4 of my contract with Exede and have had nothing but awful service from about day 2. I spend HOURS on the phone with them each month trying to get issues resolved, to no avail. They tell me that the only way they can let me out of my contract and not charge me an early cancellation fee is if they do not resolve my problem within 30 days. So I need to go 30 days with no internet before I can get them to let me out? And somehow, I'm sure they won't anyway. EXTREMELY DISAPPOINTED WITH EXEDE. Especially after the original salesman told me there was no contract. HORRIBLE!!!
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Jack Prindle

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Welcome to the club!
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Exede Lindsey

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Hello Sandra, I would love the opportunity to review your account and help see what has ate your data so quickly. Many things can sneak up on you without your knowledge. Definitely send me an email with your info to exedelistens@viasat.com, and I can take a look at your data traffic to help determine where it's being used up. Thank you
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Ben

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Yea, will try 15 gbs in 5 days.... I just sent a note to the exedelistens account. Lets see what they say. this is the 2nd month with the data counting process of Exede. I wish to the high heavens I had gone with another provider. Exede needs to change their name to Excede.. as in you have Exceded your data, now give us more money....and we'll tell you how lucky you are. 
And yes, my wireless modem is locked down...
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Exede Lindsey

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Hello Ben, thank you for sending us your information we will be sure to contact you concerning your data consumption as soon as possible. 
(Edited)
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Tammy

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My husband and I are having the same problem as many here – our data gets used up really fast and we do not use it all that much – when we are not online the computer is off and so isn’t the modem and router (which is password protected). In the beginning when we first got Wildblue in 2011 we had no trouble but lately it has gotten really bad. To the point where we contacted Wildblue about it and did everything that they told us to do but it just seemed to get worse. Then we even asked if we could have the 1 time reset that we had been told about – now this was very strange – when someone says reset you think that it would go down to 0 or close to it but it didn’t it only went down to 60%. We could understand if we watched movies, played online games with other people, downloaded lots of items, etc. And before anyone starts telling us to contact exceedlistens – we have already done that and answered their 1st response which was to ask for our account number and phone number which we immediately sent back but have not heard anything since. Thought maybe if we posted here someone would see it and it would get some response. Sorry for ranting but this has become very frustrating – I used to take classes online and never had this problem and would like to do so once again but it doesn’t look like that is going to happen ever again.
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kerry harvey

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I have the same problem with no solution - one month I was out of town and still managed to use all my data in a few days - what ???? I love way out in the country so it is impossible for anyone to use my internet service ( which is password protected ) I tried to get them to explain how my service was used when. I was not home ???? Ugh can not wait to cancel this service
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Jack Prindle

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Same experience here. frustrating. Especially when they tell you it is escalated and then..... You wait....... And nothing resolved....... When you Complain again, the whole process repeats.... Over six months now for me and still the issue remains, no resolution..... No information......
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Ben

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yea, here we go again. I had to up to the 25gb plan since I could not even get on to my companies system last Friday.My data was reset to 15GB... So, I call tech support Friday to get some information on my usage and was old that they can not share my usage data with me!!! WHAT!!!!!!! they can not even send out an email from their workstations. ... what kind of mickey mouse organization does this company run?? apologies to Mickey. They told me to look at the usage meter to see what my usage was. WHAT A JOKE!!!! I told the tech support person that this chart is worthless, does not give me any idea of what is being consumed and when. Again, NO help, no clue.. Now what has started this triad is that today I get another watch you data message today after I upgraded on Friday. I wish SOMEONE could address my questions and provide some support from this company..Here again, I've consumed 5-7 gbs in less than 4 days.. There is no way.. I'm still waiting on exedelistens, Anybody got the CEO's email and/or phone #??? I'd like to have a little 1 on 1 with this individual. 

Don't know how much more I'm going to put up with this nonsense...and I'm only in for 4 months....
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Ben

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Case # 00485884, resent email... case # 
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Exede Lindsey

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Ben, thank you for providing your case # we have received your information and  case number on file. Thanks for your patience while we review your account.
(Edited)
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kerry harvey

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I have the largest package and Exede tells me in a few days that I have used all my data - I have called and called - no way I use that data - I don't watch movies - just use my computer for work - I am extra careful that my phone isn't connected to Internet - ridiculous - counting the days until my contract is up - I tell everyone I meet DO NOT GET EXEDE
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Diana, Viasat Employee

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Hi
Kerry, Today the internet browsers are becoming more elaborate and each page
you browse is becoming a data hog. There are very lithe things that eat up your
data. Apps on devices will consume data ever if you are not using them. They
continue to communicate and stay connected. Custom fonts, colors, and
complexity of the page, contribute to data usage. You may not be doing anything
different, but as the internet becomes more sophisticated, more data is
consumed.  This is not an Exede issue and we do all we can to help our cusotmers maximize their data experience. Please visit http://help.exede.net/articles/General/Maximize-Your-Data for some great tips.
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Josh

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well then yall need to get modernized ? hard to believe so many people have the same problems and somehow it Is everyone's equipment and problem but yalls? not everyone is computer illiterate, it does not take a rocket scientist to see their data disappeared when everything is shut off,unplugged or no1 is home for hours to months and still use data. not everyone uses routers either.

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