Data loss

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  • Updated 4 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 5 years ago

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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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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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