Help my GB are being used up fast this is new just started this month

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I have been having issues this month of heavy usage of my GB, we havent changed anything we do on our plan we are pretty repitional in our usage, however our GB have been way over the top we have gone from using .50 -.75 a day to 3 and 4 GB daily we ran through our GB in 12 days I have chatted with customer service 3 times to trouble shoot what could be going on and I havent been able to come to a solution. I was thinking possibly something could be running in the background maybe? Keep in mind I have monitored our usage faithfully over the last 4 months and throughout each day so I am aware of our normal habits of usage. Any help would be great.
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Glenda

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Posted 4 years ago

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Exede Kimberly

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Hello Glenda, I am more than happy to take a look at your data traffic with you to see what's changed with your data use. Please send me your info to exedelistens@viasat.com and I will get everything pulled up over here. Thanks!
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HMC1940

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Hello Glenda-- What operating system do you have? My daughter has Windows 8.1 and it seems like it uses lots of data. My opion. But like takes her pictures and puts them to some storage in the clouds even though think she wants to keep them on her computer.  Just a thought.
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Craig Wilkinson

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Windows 8.1 by default saves what pictures, documents, etc to the cloud. That only changes upload data which is separate from data downloaded. Through changing the default settings through control panel defaults you can keep data on computer instead of in the "cloud". I have windows 8.1 and don't think it uses more data however IDK.
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Craig Wilkinson

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If your daughter is using cloud storage then every time she plays a song, video it is downloaded from the cloud then you are downloading the media every time she plays them or looks at pictures. Set the windows default so that multimedia is stored on computer instead of cloud. You can backup your daughters data on an external hard drive for a safe backup if computer works. Also, if she uses Real Player or music downloaders make sure they aren't set to share your music or video to others. Check for recently installed apps before the spike in data happened. By default some applications use up Gbps sharing on sending data to cloud where it will cost you data to download your own data each time you use them.
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Sonny Tucker

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I guess rookies might benefit from this but it is unrelated to the current Exede issue.
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Thomas Black

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Turn off your router when not in use. No network no data usage!
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Darla Stratton

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We've also had an issue with sudden, excessive data usage.  I'm not sure what good it does to send an email to excedelistens@viasat.com -- I haven't gotten a response yet after three days, other than the automated response with a case number.
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ExedeEmerald

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Hi Darla, I did just respond to your emails with an update on your usage, I apologize for the delayed response I was out of the office when your email came in. Look forward to speaking with you further on resolving your data issues. 
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lonny

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WE TOO HAVE SUDDENLY HAD MASSIVE DATA USAGE!!! 6GB in ONE DAY!!! Something is NOT right!!!  In all the years we have had internet service, I have NEVER used this much DATA.  I shouldn't HAVE to turn off and on the device.  And we are not sitting and watching videos the whole time.  Something is seriously wrong here.  Is there a program that can show me what devices are using all that data?? 
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Margaret Thomas

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I am also having this problem! It is a big issue ! Help!
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Exede Beau

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Ionny and Margaret, I'd like to investigate this issue. I'm working with one of our engineers to see what is going on. Please send me an email at exedelistens@viasat.com with your account and contact information. Please reference this discussion in your email.
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Shelley Jackson Argenbright

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I just had to upgrade because we went over our 10 GB which we never do because we do not watch movies etc on our devices, only e-mail etc. I upgraded to 15 GB as my data renews on Sat. the 11th and I went back in one hour after I got off of telephone with rep to check my data and it said I had used 4.7 GB and I wasn't home no devices were on, Television was not on. So something is terribly wrong. Please help me figure this out or I am going to have to cancel service. I cannot afford this.
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Christine Coleman

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Omg i had this problem yesterday. 6 gb in one day bullshit. I had them for 4 years never have i used that much, then this evening i get a email saying over on usage again and i haven't turnt it on today. It says i used 10 million kb in one day. Something is definetly not right here. They are ripping people off and getting away with it.
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Brian Shackelford

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Christine -

Two things you can do:

1. Call customer service and ask them to review your usage on your account and figure out when the data was used.  If you were not home and your satellite modem was off, then explain that to the representative.  If you do not feel they are working with you, ask for a supervisor.  Request them to be sure to notate your account of all the details.  Get the representative's name, supervisor's name, and log the date and time of the call.  If you are a little patient and maintain a pleasant conversational attitude with customer care, I have found them to be extremely helpful.

2.  Send an email to exedelistens@viasat.com and request them to also look into your account.  Reference the information you found out in the first step (if you do that first) as well as your account information and contact phone and email.  Usually someone gets back from these emails in a day, however I am not sure about the weekends.

Some people (myself included) have had legitimate issues in the past with the meter being wrong and showing data used that was not.  Then there are times where something or someone was doing something on my network and I did not realize it which used up data.  I do notice that regardless if I use my internet or not, I seem to use about 100 MB a day even if no one at home gets on the network.  Now I may have a device that I am not aware of that is phoning home (DVD player, printer, etc) but I have also had a rogue android device decide to reset the update settings and update all of the apps and the OS one day chewing up over 1 GB of data.

I say all of the above to simply state that there may be a problem on Exede's end, but also be cognizant of anything at all that could have used data at your house.  Now, again if the modem is literally off and the data usage is still increasing, then it is definitely not an issue on your side.

Let us know what you find out and I hope they get you straightened out soon.
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Exede Beau

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Christine, I'd like to look into this for you. We're certainly not trying to rip you or anyone off, and it does sound like something may be wrong. Please email me at exedelistens@viasat.com with your account and contact information Please reference your post in your email.
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JB

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Beau,
As I sit, yet again, on hold with customer service, I try to resolve the same "mega-usage" concern. Relatedly, 3 points to make:
1) Today is day one of my new billing cycle. I ask "how much usage this past billing cycle", Customer service cannot tell me. That's nuts.....How can they not know, they just billed me!.
2) Today is day one of my new billing cycle. Usage indicates I have used 1.1gb.....And NO ONE is home today !
3) I never had issues with Wild Blue, was pursuaded by inatallation guy, under contcact, in our area "next week only" to have it "Upgraded" since the satellite was failing.
JB
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Exede Beau

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JB, please email me at exedelistens@viasat.com. I understand you're still having trouble, and we can still help. Please reference your post in your email.
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Joanne Burtch Neubauer

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YEP the same thing is happening to me!!!!!!
I have now had Exede for over a month. I switched from Hughes net because I could get double the amount of download allowance and from what I understood Exede was much faster.At the same time I upgraded my operating system.
I am using an iMac with an operating system of 10.10.5 and for some reason all of my data allowance is being used up in the first week. I have been on the phone with exede and they have been NO HELP! I have brought my computer down to Apple Store and had the specialist look at it and we turned everything off that we could and STILL - my data allowance is being all used up!!!
NOW - I have been a Satellite Internet user for over 8 years before I switched to Exede so I know EXACTLY what my boundaries are concerning downloading and surfing. I have NEVER had a problem with going over my usage and I had 1/2 the data allowance than I do now. WHAT IS CAUSING THIS PROBLEM? Even when I talked with an Exede specialist on “Tier 2” they said they couldn’t help because I am using a MAC!


please please please HELP!!!
I can’t afford to dish out any more money to do my little business!!!!!!!
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Evan Caulfield

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Joanne,  I have the same issue, and (until now) I thinking that I just was using a lot of bandwidth. Period... I was suspecting that Excede was using excessive amounts of bandwidth for no reason, now that you stated that you have been a prior satellite user I am beginning to think (again) that there is something wrong here. I also use a MAC and have a program called Bandwidth+ that monitors up and download, but it does not show what processes are being used.  So if you were using a PC then they would be able to tell you where your bandwidth was going?  I have asked Excede to tell me where the usage was going but they can only give me "general" information.  I asked them to give me the IP's my router was accessing but they said it was "against their privacy policy" Thats Bull Honky because Excede routers can be "polled" and they in fact can see what sites I go to, they can'y just tell us this.. because of their privacy policy.  There is a huge issue here that needs to be uncovered....
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WillyMcDee

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Glenda,

I asked for suggestions on third party data usage monitor programs. One of the Champions recommended this wed site.

www.hongkiat.com/blog/monitor-internet-usage/

There are several different programs listed there.  The one I use is called NETWORK.

One of the reasons I like it is that it will let you see which programs are running and how much data they it is using.

Perhaps if the Champion that refered them to me will see this and provide a better explanition of how it works.

Hope this helps.
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Tabetha Daves

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We are having this problem also.  We went through 7 gb in two days!  I don't think we have previously used 7 gb in a whole month.  We do not have Netflix, we do not download movies, etc.  I've been very closely monitoring our usage, but I cannot come up with anything that should have used that much data.  I contacted customer service at the beginning of the month, but they said they were unable to see any of our current usage?  So, they cannot tell me where the data went.  I'm confused!!!
(Edited)
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JB

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I have EXACTLY the same experience. Paying more, data inexplicably high, no good answers as to what is being done to use so much data. NO movies, no streaming audio....this is nuts. Hughesnet anyone?
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Elinore McNutt

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Same here, also Hughesnet! we have had satellite with them for 9 YEARS and now in the last 4 months, have been going over! How? We are 65 and 70 yr. old hsers, no music, no videos, now we are being charged for overage?? What the hell??
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Exede Kimberly

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Hey Tabetha, I can help you with this. Go ahead and send me an email to exedelistens@viasat.com and we can take a look at your usage together to better determine where it could've gone. Thanks!
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Carol Kowalewski

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Hi. I am new to Gen 4 , following my usage daily and note that streaming off NetFlix costs about 0.7-1 GB per hour. I am trying to keep this to Bonus time. Is there a way to slow down the usage and still stream movies & TV shows? My ROKU and TV area set on SD.
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Thomas Black

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You can go to Netflix online and turn down the resolution to low, that will only use .3 gig an hour. there are three settings, Low, medium, and high. High is HD and will run you up to 3 gigs an hour. Hope that helps!
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J&J

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"New to Gen 4"?.... "Bonus time"  are you sure you are at the right place?  This is Exede not Hughes.    Just checking..
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Alice

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This is crazy!  I have been a customer since Jan. 26, kept most usage from 12-5am, was browsing for less time yesterday than any other, usage jumped from 1.2 to 2.5.  I just disconnected my directv genie, hope that does it.  Honestly, unless something is secretly running on this computer, I don't know where it's going.  I do disconnect when not using; will also turn off router. 
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Thomas Black

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I always turn of my router when not in use. No router, no network, no data usage. If you are still getting data usage with the router off, then something else is wrong, and you need to contact your provider.
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Evan Caulfield

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Turning off your router is a good idea, but the idea of "always on" internet connection is down the drain.  I think there is a "drain" or "leak" in the system somewhere. 
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Brian Shackelford

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I have gone the additional step of disabling access to my router from any device in the house that has connected to it that is not a computer I want to have access.  This includes 4 cell phones and a couple of tablets.  We have unlimited Sprint plan for data so the cell devices don't need to use the internet.

I am building a new router that will allow me to schedule open access to these devices between 12:00 AM and 5:00 AM and then disable it outside of those times.  It will also act as a proxy server and filter to prevent ads, streaming video, etc.  It will allow access to the video streaming and such between 12:00 AM and 5:00 AM as well.

A bit challenging to setup, but will finally let me ensure that if there are usage issues I know where they are coming from.  It will also allow me to track usage and times that the usage occurs so I can be sure that LNFZ data does not apply to my metered usage.

In addition, I have installed Ad Blocker Plus for IE, Firefox, and Chrome and it has greatly reduced the number of ads (many of which have streaming content) from showing up.  There are plugins to fight the autoplay of videos as well though I have not been able to test any out as of yet.

Maybe this will help a little bit ...
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Steve Frederick-VS1/Beam314, Champion

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Brian, you are on the right track to control and monitor your data usage. One other add on that I find great is AdBlock Plus, not only blocks the ads to save usage, but gets rid of the nuisance ads so they don't clutter up webpages and speeds up page loading too. 
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JB

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Geek stuff. Not for mere mortals. We just want reasonable connectivity.
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Old Labs (VS1-329-L12FZ)

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Geek stuff, perhaps. But absolutely essential to managing usage on a limited satellite data plan with today's web sites that throw everything but the kitchen sink at you.

So geek stuff yes, rocket science no and fully within the skillset of even novice users to install these add-ons... it's your data own it!

Those of us who switched form Wildblue long ago, quickly learned that faster speeds meant more data consumed in a shorter period of time, Unless you take concrete steps to mange your data on a limited plan, you'll continue to be disgruntled.

Satellite internet is what it is when no other options are available.

  
(Edited)
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JB

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Thank you. J believe you likely mean well.. I believe I get your technically informed point, and I disagree. Customer service, user experience and interface simplicity matter. "Own it" is not helpful.

Your opinion about my emotional state is not accurate. I appreciate restraint.

Your assertion about options available in my area is well off mark.

Technically complex management ( for a non technical person) if needed, can be revealed at time of purchase and, decision made about purchase "go-no go". Unfortunately, after 5 years with wild blue, when I was very satisfied, and no change in gb consumption habits or use, and no advisement to the contrary regarding the need to "own my data", as you suggest, I (incorrectly) assumed all would be same.... Same amount of usage=same amount of data=same amount of (previously acceptal basic level) satisfaction.
I was duped to believe wild blue satellite was toast. Now, I'm stuck for 2 years. Next letter is to FCC.
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Old Labs (VS1-329-L12FZ)

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Don't get me wrong JB.

If seriously interested in getting a handle on where you're data is going:


Quit calling the phone support number open a new post dedicated solely to your issue rather than piggy backing old posts that have been acknowledged or otherwise answered by the moderators. That well you'll not be overlooked in this less than optimal "social media" format and get some individual attention from one of the moderators. Chiming in with me too on old posts is not going to get you anywhere. Even then this forum makes it difficult to create new posts and encourages piggy backing on old posts rather than seeking individual assistance.       

When asked by a moderator to supply your contact information via email to their exedelistens account do so and they will be able to determine whether there is a problem with your modem affecting usage. Barring and modem problems (please don;t overlook that disclaimer as many do), they will also be able to provide a general, categorized breakdown of you data usage. They have larger hammers at their disposal than the poor (at best) phone support yet some continue to go the phone support route.

Most do not find that general categorized breakdown overly helpful but it's a start.

For that, you will have to become "technical" whether liking it or not and look at:

https://community.exede.com/exede/topics/data-usage-tips

Yes some effort bordering on "geekdom" is involved but you'll never get the level of detail needed to manage your usage from Viasat directly. ViaSat is no more responsible for telling you how you use your data in detail - no more than the power company is responsible for telling you how much power consumption is attributable to your microwave or toaster.   

Same amount of usage, same amount of data maybe   but different technologies coupled with faster speeds can cause different web site behaviors.

If feeling duped is not disgruntled (having nothing to do with emotional state), I don't know what is. However, complaints involving trade practices should be directed to the FTC not the FCC.

None of us are truly satisfied with satellite internet, some of us are simply more gruntled than others. Search my posts, particularly the one including a litany action items that ViaSat could immediately take to address nagging issues (assuming it hasn't been removed as being deemed to critical since I can no longer find it). You'll find I'm not a blind defender of ViaSat as some have suggested. In fact I'm of the opinion that ViaSat is it's own worst enemy when it comes to customer service issues. Subscribers should not have to come here for support - mostly offered by non-ViaSat employees and they need to cleanup their phone support.  

As noted, it is what it is when no other options other than a 14.4 dial-up connection on a good day is the only alternative for many, and I've suggested in the past that ViaSat needs to be more transparent up front concerning limitations so that individuals can make more informed decisions when they do have viable options.

Your restraint is similarly appreciated on the 7 posts you've made over the past day - at least they aren't of the typical "Exede sucks" genre.

Those of us "satisfied" have learned to live with it and "embrace the suck" for what it is. But once a more viable option presents itself, they'll be gone in 60 seconds as will I. Unfortunately, once that option presents itself to me it will likely be a moot point - it will likely mean a 500 home cookie cutter subdivision borders my property and I'll be moving anyway and it's back to square one...                   
(Edited)
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hexe

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Sorry, Old Labs, but I'll never get on board with the 'suck it up' mentallity you suggest, nor do I agree that it is MY obligation to immerse myself in computer science and communications technology just because I am paying for a service--I DO know where my data 'is going', and it's not to me, or to anyone else, it's a victim of whatever has changed in the company's equipment, or internal processes. For two years I was the greatest fan of Exede service that ViaSat could ever hope for--I had no problems, save for the occassional hung-up modem after it's software update had been downloaded, and I NEVER even came close to using all of my allotted data...and it didn't bother me a bit that we aren't credited for what we don't use, either. My view changed in October of last year when something CLEARLY went haywire, and the company's internal operation debited a full 5 gigabits of data from my account within less than 48 hours of having granted me that free amount--when I know without question that there is no way on heaven or earth that I and my devices could have burned through that amount of data within that time frame, when for the previous 24+ months I was not able to use any more than 6GB within a 30-31 day period of time.

I drive a car, and I do so every day. I know where I'm driving, I know how far it is, and it varies little because I have a pretty well-established routine. If my car suddenly began to show that what previously recorded as a trip of 5 miles had now become a distance of 10 miles, I would know something was wrong, and take the car in for my mechanic to diagnose and repair. I wouldn't figure I also had to hunker down and learn automotive engineering and mechanics so could diagnose the problem myself, or figure out ways to ammeliorate the erroneous mileage being reported for the trip, and I would certainly not accept a mechanic telling me, "Well, we can't really tell you how this is happening,and we didn't drive the car ourselves to see if we could reproduce the effect, but from our perspective we believe that you're actually driving as far as the odometer says, and you just don't realize it. So your best option is to drive the car as little as possible, and keep a really close eye on your odometer to make sure you aren't traveling further than you think you are."

That's how I see what you're suggesting we do. The fact that this problem never occured before October 2014, and that it didn't repeat itself until April 2015, tells me that something changed on Exede's end of things, whether it's something to do with the ViaSat satellites, or a malfunction of this wretched modem that I RENT from them--it doesn't belong to me, I'm not allowed to really know all that much about how it functions [they provide the customer with next to nothing as far as equipment documentation], and therefore it is not my responsiblity to figure the item out, diagnose if there's a problem with it, or do anything with it beyond providing normal care for the piece and using it in the traditional manner, making no modifications or adjustments to it without Exede's direction and/or authorization.  My router is secure, and it's the same one I've used since having Exede installed; my computer is the same, running the same OS, and is well-protected against all outside intrusion, malware, viruses, attacks and so forth. I have not changed my usuage in any fashion--I'm OCD, so routine is INTEGRAL to my life--and there is no one else in my home that can access any equipment that can or does connect to the Internet in any fashion. I turn my devices OFF when they are not being used, because I'm cheap like that--don't like to waste electricity, or the money it costs, when something isn't in use. I disconnect all devices FROM the modem before I turn them off, and I unplug the modem itself when I'm not using it, too. This weird data drain IS NOT ON MY END, and thus NOT MY FAULT. I contacted Exede CS by phone first, as do most people, and then found this forum--sorry, my forum activities tend to run toward my personal interests, not to forums pertaining to things I consider peripheral to those interests such as utility companies, the company that provides my landline service, or the manufacturer of my preferred brand of toilet paper, so I hadn't any idea this spot existed until October 2014. When I did join the forum, I found I was NOT alone in my predicament or in my annoyance, and I did as directed, and contacted ExedeKimberly, who told me the same thing the CS phone reps had said--Netflix, Hulu, the ever-vague "Media and Audio" class, blah blah blah. I made no changes in my usage, however, and surprisingly when that billing cycle ended, not only did I still have data left, I had only used a total of 13GB out of a total of 18GB [which didn't add up right, either, since I had already been told I'd burned my original 10GB, was given an additional 5GB free that I was then told I'd burned in <48 hours, and was given a second free 5GB, all of which totals to 20GB, yet the meter showed I'd had 18GB available to me in that billing cycle]. Continued as I had been, went along from November until March never going beyond 6GB until the beginning of April, when I allegedly burned through 7.4GB with seven days left in my billing cycle.  Did I contact ExedeBeau, when that happened in April, and he requested I allow him to look into it? No, I did not--because I expect it would have been the same response I got from the phone CS person I called when I got April's 7+ usage warning, which was word for word what I got from the CS phone reps and ExedeKimberly back in October 2014. Clearly, the problem is beyond the reach of the level of the CS reps, both the phone and 'social media' personnel, and while I don't blame them, I don't have any faith that they can resolve the problem, either.

If it matters--which I presume it may, since it gets brought up by the Champions regularly, I'm on Rapid City, SD B305, according to this map:
http://www.northlc.com/_images/beam_priority_map.png

I would also note that in neither episode did Exede ever suggest or offer to switch out the modem I presently have for a new one; that only happened once, immediately after I had the service installed, and the original one the tech provided me would malfunction and keep cycling after it downloaded it's software update. The CS phone rep walked me through rebooting it several times over the course of a day, and after multiple tries concluded that the unit itself was bum and had a new one sent to me, and I sent the bum one back to ViaSat.

So, no, I'm not going to suck it up and live with the capriciousness, and I'm also not going to sit quietly and take my lashes, either. There's no excuse for this nonsense, and there's no explanations or accountability forthcoming from Exede that don't involve blaming the customer and absolving the company from all culpability.
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Sonny Tucker

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Lost a giig today while we were away. Something is messed up.
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Old Labs (VS1-329-L12FZ)

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Hexe,

Contact Beau regardless of any past experience which is all that I'm saying - not telling you to suck it up until the results of that are in. As far as I'm concerned, this forum could be replaced with a simple e-mail link at this time.  Perhaps you missed this:

Barring and modem problems (please don;t overlook that disclaimer as many do)


(Edited)
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Brian Shackelford

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Also - last thought.  While I Iive way too far from my neighbors for them to be pilfering my internet, you need to be sure that your wireless router is secured so that someone can't just connect to your connection.  I see many instances with my clients (I am an IT Consultant) not doing this at home and they are providing internet for folks all around them without even realizing it.
(Edited)
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Exede Kimberly

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Very useful suggestions/tips Brian. Thanks for helping everyone out here. Keep up the good work managing your data!
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Randy

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Funny i have done all of this and still using alot of data
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JB

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Not Funny at all. Seriously poor service.
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June Gilks

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So the ads and whatever keeps running in background is STEALING our internet service? Let some good lawyer get his hands on this.

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Exede Beau

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June, I am not sure I understand what is going on, but I am sorry you're having trouble. The folks here can certainly assist you with handling those pesky ads, though.
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Starring Matter

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Ads are not "stealing" anything.  Advertising makes the internet work.  When was the last time you got a bill from facebook for the service they provide to you?  You don't, the advertisers pay facebook to advertise on their site (very well, I might add), and that gives facebook the resources to keep providing services to you.  

As for what's running in the background, that's YOUR computer/devices.  If you don't want a smartphone that has a bunch of crap pre-installed on it, buy an unlocked one for full retail price, instead of the great deal you get by buying a provider branded one.  Again, they are paid by certain companies to include their (frequently always running) software on your device, and because of that, you get it for a fraction of the cost you would pay if you purchased it unlocked.

To me, the perfect analogy is buying a Porsche.  Every commercial you see shows the car going at super fast speeds.  The speedometer goes up to 140mph.  So, why do you get ticketed for driving 140 in a 35 mph zone?  If the car an go that fast, why can't I go that fast?  Do you sue someone because of that? Is it the Porsche's fault for making a car that goes that fast?  Is it the dealer's fault for not explaining the rules of the road to you?  No, it's your job to know how to drive before you get behind the wheel.  Works exactly the same for every service and product you buy. 

Yelling for a lawyer will never fix anything, especially when nothing is broken.  YOU are responsible for learning how to manage your devices, and the data they use.  Being here, and asking polite, well thought out, non-accusatory questions is a great way to start. 
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June Gilks

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I have gone the length to buy an unlock phone. and learn what I can to stop internet usage.  I find it very frustrating when u call the technicians that are suppose to know more than you do.  And they Have to run you through the list each time to fix it. It didn't work the first time.  OR the second or third.  All I have done here is request more information they don't tell you about.    By reading other peoples problems ,its not just me that are having this problem.. Why isn't there an instruction manual to fix it ?   Or do I have to give out my private info to get help? 


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Starring Matter

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There are instructions, this, and the wildblue forum provided by exede.  Though I've been lucky when I called customer service I had a fine experience, I do believe that for many people, front line help is atrocious, and that is fully on exede for allowing it to be that way.  But, you taken the first right step, search these forums.  For the people willing to learn, listen, and do so politely and intelligently, there is a ton of help here. 
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hexe

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Once again, there have been no changes to the types of usage, I am the sole person in the house and the dogs aren’t using the computer. I have zero  ‘smart’ devices [TVs, telephones, video or audio streaming devices, gaming devices, etc.], I don’t watch movies or videos on my PC, my laptop or my tablet. All three devices are set to manual-only connection to the Net, I unplug my modem when not using it, and I don’t run more than one device at a time. ALL program, apps, whatever, are blocked from auto-updating, including my anti-virus, anti-malware, OS and peripheral devices, and can only download updates when I manually direct them to do so—and I only do that during the ‘free zone’ period of midnight to 5 AM. The ONLY thing that auto-updates is the VIASAT modem, which downloads it’s software updates as it sees fit when the modem is plugged in.  Data usage from end of Oct. 2014 until 4/1/2015 was NEVER greater than 6 GB per billing period, and prior to the ‘October surprise’, as I like to call it, had never BEEN greater than 6 GB since I signed up for the service in June 2012. How do I know that? Because when I first signed up, my plan was limited to 7.5 GB, and when the company increased the data limit to 10 GB for the same price, I didn’t even know that had happened—because I’d NEVER gone over my limit, so I never had any cause to look at my usage every month. On occasion I’d get an email warning me that I was approaching my cap and ‘only’ had a few GB left, but generally that would occur around a day or two before my plan was due to reset so it never caused any problems for me because I STILL never went TO my cap level,  let alone OVER it!  So here we go again...I’m going to be moving in a month or so to another state, so I’ll be shutting this service down in my present home, but given my ‘April surprise’ just 5 months after my October experience, I may have to give serious consideration to seeking out a different Internet service provider in my new location, which will also be in a remote area as my current one.  Frontier apparently already has service available in that area, which wasn’t the case here when I selected to go with Exede, so that may be a better choice if Exede is going to pull this ‘disappearing data’ every 5 months now. For two full years I had no issues, and LOVED my Exede service, but since October, not so much...and now, with this ‘Happy Easter’ event, I’m even more so  loving it not so much.

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Exede Beau

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hexe, I'd like to look a little further into your usage with you and figure out what's going on. Please send me an email at exedelistens@viasat.com with your account and contact information. Please reference your post here in your email.
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Steve Frederick-VS1/Beam314, Champion

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hexe, you should send an email to the Social Media Mediators at exedelistens@viasat.com. Include your account number and phone number so they can connect this post with your Exede account, and reference this thread. They will look into what happened, they have tools to do that. This route works so much better than calling the call center for help.
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HMC1940

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What the heck is 'Happy Easter event' ? Doesn't sound good!
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Steve Frederick-VS1/Beam314, Champion

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Helen, I think hexe is referring to the large chunk of data that has shown up on his meter. It is not good when that happens.
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hexe

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Hello, Steve Frederick, we meet again... :)  And yes, you are correct, except that I'm a 'she', not a 'he', but there's no reason you would know that so no worries on that.

HMC1940, what I'm calling my "Happy Easter" event is the email I got three days ago, advising me that I had used 7GB of my 10GB already, and still had 9 days left to go before my account reset date. When I called Exede, I got the usual spiel about how I was using most of my data in the "Media and Audio" category--which is not possible since I don't HAVE or use or access those services--and suggesting that I might want to buy a GB or two just in case I ran out before my reset date. The phone rep rather hautily informed me that as she looked at my account, she saw that I used my service 'every day'--EVERY SINGLE DAY!  Why, the NERVE of me, using a service I pay for EVERY DAY, on an EVERY DAY BASIS! And then she went back to the 'Media and Audio' chant, Neflix, Hulu, YouTube, Pandora... Knowing that I haven't changed anything about my usage habits since I started in June 2012, I disputed this, and told the rep I refused to spend a single penny on another GB.

Steve Frederick, I see no point in emailing the SMMs; I did so during the October Surprise experience, and got nothing but the same response from them as I got from the phone rep--which I naturally disputed on the same basis as described--plus a promise to look into things and see if maybe something WAS wrong on their end..at which point, nothing else ever happened. I maintain that a large part of these issues are these crappy modems, and if the modem is responsible for this aberrant data drain, that isn't MY fault or problem--I RENT that from THEM, and if they see it is malfunctioning by suddenly pulling a lot of bandwidth, it's incumbent on THEM to let me know, and to try and solve the problem on their end or send me a new modem that doesn't malfunction periodically.

As of right this minute, the Fischer-Price BusyBox Usage Meter that is on the Exede website says I've used 7.6 GB out of a total of 15 GB, and I have 6 days left in my billing cycle. My Networx meter, OTOH, says that I've used 4.8 GB. Significant difference, n'est-ce pas?
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J&J

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Unplug your Exede dish modem when not using it, for a test-run.  It only takes a minute to re-boot when it's plugged back in.  if your usage stabilizes, then you know something is going on at your end.  If you still show high usage then you can certainly cry wolf because the wolf will be tagged on the ViaSat end as real.  It would be pretty hard to use data on an UN-plugged system.
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hexe

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Craig, I already DO unplug the modem unless I'm actively using the service, so that's not likely to change anything. When I do plug it in, it's not unusual for me to be unable to connect to the web, yet the modem lights are flashing like a theatre marquis on opening night. That's part of the reason I know that the equipment itself is the issue, not my actual usage. When that happens, I unplug it again and leave it off for a few hours before I even try to connect again. This is precisely the stuff the very first modem I received did within the first few days I had the service, and is precisely why the company quickly sent me a replacement and had me ship the defective one back to them. I'd gladly do that again, too, but I damn sure am not paying for doing so--I'm only renting THEIR equipment, so I shouldn't have to pay anything to get a replacement if a piece of it becomes faulty.
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Billie Laylalnd

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Hexe, I got that same message that I had used 7 gigabytes and when I called this morning was told that we had used an awful lot of data and this was in *8" eight days.  We don't have netflix and my laptop doesn't show videos because of the webrower I have.  We aren't doing anything different than we normally do and find that we usually are out of data long before our billing date so we usually tough it out.  We don't have kids in the house so you are looking at two elderly people.  I tried to put a password on my Net Gear wireless router but can't figure out how to do that.  All I get when I try to call them is extended times on hold.  I'm tired of running out of data when I know we don't use that much data and we are the ones paying for it.  Sounds to me like someone is down on the corner milking our data.
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Knight Rider

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To put a password on your Netgear router you will need to log in to it.  In your web browser in the address bar key in 192.168.1.1 that should be the default IP address for the router and then it will come up with a box asking for a user name and password.  If you have never changed it, it just just be a blank user name and a password of admin.  if that is correct and you get in you should be able to find a wireless tab where you can set a password for the wireless.
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Billie Laylalnd

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Thank you.  I'll head right over there and give it a try.  I appreciate the help.
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Knight Rider

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That's why were here, The mods know the same information in this case but there not allowed to work on but there (ViaSat) equipment.  I applogize that the directions were not better but that was the best I could do off the top my head. That and each router's internal config pages are different.  If you need more help let us know and we will see what we can do to help you.  Another thing you might want to do too is change the log in to a different user name and password that is different from anything else just for added security.
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Billie Laylalnd

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I've changed the password today with all those things that are required with upper case, lower case, symbols etc.  (Everything but my birthday!)  Of course that isn't going to change what has already happened.  I live in the country and I don't have many neighbors but I don't remember seeing a sattelite on anybody elses' house and I know we are so far out that we only get internet by sattelite.  Now I'm thinking that I'm providing sattelite service to three and maybe 4  other people and that is chapping me.  Since I changed the password on Net Gear, maybe that will make a difference but I don't remember Net Gear being password secured.
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Knight Rider

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You need to make sure that the wireless signal is secured with a password. Meaning that when you tell your phone or laptop to connect to say (Billie's wireless) it then asks for a password before it actually connects and gets an IP address
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Billie Laylalnd

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That's what I"m looking for.  I need to know what I should have been doing to get that straight.
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Knight Rider

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I only have an old WGR614 netgear (not used) I don't have a newer one to tell you what exactly to click on once you are logged in.  Only thing I can say is try to Google it and see if you can find setup instructions for your model.  Aside from that once you are logged in look for a link for wireless or wireless security and that should be where you would be able to change the SSID(name of the wireless signal) and add a password/ wireless security and change it to WPA2 personal or something similar to that.  If you tell us what model you have maybe one or the other folks here have the same one and can tell you exactly what to click on.  Other option like I said is google how to add a wireless password to netgear _____ and the model number of your router.
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Billie Laylalnd

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You are going to love me for this one after trying so hard to help me.  After reading one of the messages something clicked when it mentioned a CD and I realized I still have the CD.  I looked and sure enough it's still in the holder.  Now I guess I can just reinstall?  Do I have to uninstall first?  Sure wish I knew a little more.
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Knight Rider

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No need to uninstall anything. You can just run the setup again or try to go to www.routerlogin.com/welcome.htm again they might have changes the setup from this old one I have but its worth a shot. That is the initial setup screen that I get when I did a factory reset.
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Brian Shackelford

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Billie - 

If you still need assistance with this, please post the manufacturer and model of the firewall / router you have and I will be happy to post step-by-step for that device.  I figured Knight had you squared away, however if not, I do network / systems support for a living and will be happy to help.
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Billie Laylalnd

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I need to let you, Brian, and Knight Rider, know that I have been able to reload Net Gear to the computer and use a security password to deny the use of our data to others that may be setting on the corner of our property trolling.  Thank you all so much for helping me and staying with me till it was done.  Without your help, I'm sure I would still be drifting in the waters.  
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Knight Rider

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Happy to help and glad you got it secure now to make sure no one else is using your connection or accessing your computer!!
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Exede Beau

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Awesome team effort, thanks guys!
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Knight Rider

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Hexe were you able to talk to Beau and see what they can see from there end? Trust me the lvl of service you get from the mods here will be much better then the normal 800 number. I my self felt with the 800 for about 4 days straight when I got my service because the speeds were 3mbps or less pretty much 24/7 from the day that I got it. I finally decided to create a post here and was able to tall to Beau and have been running great sense.
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J&J

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There are technical reasons why data may be being used at a rate apparently higher than what a person realizes, or that is, gets to see.   The ViaSat modem is busy fetching your data and making it available to you using protocols we don't get to know about, nor do we need to know.  The modem apparently isn't using the regular TCP/IP in it's communication with the satellite because that would be dreadfully slow so it must be spooling webpages for on-site delivery (does unused data count?).  The modem converts to, and delivers TCP/IP locally to your computer in the final link but what are it's exact parameters?  What's the optimum MTU of the modem link to computer?  If the computer NIC doesn't  agree then there may be a constant re-send problem going on locally between the modem and the computer which may be accumulating the data totals.  Let's hope retrieved data is only measured going into the modem output buffers and not leaving the buffers.  I had speed troubles initially using the computer's built-in NIC but when I changed to a Hawking USB wireless-N adapter, all troubles vanished.  I made the TCP/IP settings the same for both the wireless and the built-in adapters but the USB wireless adapter still out-performs the computer's despite it being a gigabit adapter (locked into 100Mb link speed by auto config).  I hope to see the exact specifications some day on what the perfect TCP/IP settings should be between the computer and the modem so local settings can be set to match for 100% efficiency between the computer and the ViaSat modem. Speed may increase and data usage may decrease if the computer and the modem have agreeable settings in place. I don't think the modem uses RTS/CTS.  For now I'm using a MTU setting of 1500 but that may not be optimum.

Exede Beau, Employee, is a tech-savvy person, perhaps he'll read this and give a a conclusive answer.
(Edited)
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Exede Beau

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Craig, there have been a few cases in the last couple of weeks that I've identified and am working with someone in engineering on. I will show him your post and see if he can respond. We definitely take these complaints seriously and want to thoroughly investigate them.
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Big Al

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I can go to any cell phone providers support Web page and see a timeline of my data usage. Why does Exede hide this information from the end user?
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Billie Laylalnd

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A situation I understand and would like consideration of too.  I understand the employee sees it and they tell me to do to the website and see "my" usage but it only tell me what "I' used.  That doesn't tell me the high usage days.  I would like to see for myself the break down of these days for myself and see what Excedes understands as the days I've been using a lot of data.
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Knight Rider

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here's a link to a few different programs that will monitor your data usage for you and also I noticed the other day and Kaspersky total security also has a monitor on it to give you a rough idea of how much data has been sent and received by that computer.
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Billie Laylalnd

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Knight Rider, I read that message but I don't have a windows program on my laptop, I have Linux.  Do you know of one that compatible with this program?
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Knight Rider

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I don't off hand,  google search or maybe Labs knows of one
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Big Al

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I should not have to provide my own software in order to get a "rough idea" of when my data was used. Those monitoring programs run in the background, use my computer's resources and can sometimes add more latency to an already latent broadband provider system. There's obviously a reason the company isn't providing a detailed usage review that the end user can access. I'm just asking why? Again, it seems to be no problem for the cell phone service providers to give us real time access to this information. 
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Exede Beau

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Big Al, we hear you loud and clear. It's been mentioned in a few other posts, but we're currently working on a more detailed usage meter for MyExede.net. The latest timeline that I've heard and has been posted here is late summer.
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Big Al

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It's good to hear that you are working on it. The third party  Satellite Restriction Tracker program will have to do for now.
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Big Al

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I have been using the Satellite Restriction Tracker program for almost a month now and guess what? There have been no mystery data usage events at all. Could the fact that the program is pinging the Exede servers every few minutes making them aware that I'm keeping track? Also those of you using Windows 10 preview, you should know that your "Cloud Services" will automatically start downloading to the PC and it doesn't provide an easy way to turn it off (yet). That can be 10 or 20 gigabytes of data being synced in the background every time you turn on your computer.
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Brian Shackelford

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Jack - 

I usually wait until 12:05 or 12:10 AM to start working in the free zone just to be sure to avoid any discrepancies in my clocks at the house.  That being said there are some instances where free zone data has gotten counted as part of the normal usage.    Send an email to the exedelistens@viasat.com with your contact and account info and usually someone can look into it for you fairly quickly.
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Sonny Tucker

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My went to bed last night. Had used 600 MB with all devices off during the day except for checking data use. Woke up this a.m. Had used an additional 500 MB while asleep. Network is secure. Exede offers no help.
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Sonny Tucker

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Called Exede. Tech. Support blew me off. Tech stated they had no interest in this community. Just told me this new disappearing allocation had to be my fault even though I keep a log of my downloads and use. Told me that they could not verify use by hour (to see if after midnight use was correct) then told me that I started browsing at 7:00 a.m. Very disappointed in the attitude and unwillingness to assist. 
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Steve Walker

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Sonny I am getting the same treatment. My Data is disapearing, I called several times for resets and the Data disappeared instantly.  I was told a Service call was needed to check my Modem.  They didnt call when they were supposed too, I had to call  them back. Finally was told a tech would be in my area today around 12, I set up a appt for 2pm, since I get off work at 1.  No show so far. No call to confirm, no nothing.  I am about to switch over TO hughes.  This is the worst customer service I have had with this company for years and I have been a customer for 10 years.
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Exede Beau

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Sonny and Steve, as mentioned, please email us at exedelistens@viasat.com with your account and contact information. We want to get this resolved for you and are investigating the issue. Please reference your post in your email.
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Steve Walker

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I already emailed you with out a response. The tech was here looking at the issue and it appears to be in the modem.  I apologize for sounding rude toward you, I know it is not your fault. I am just frustrated.  I have to wait till next firday for a new modem to see if that clears it up.

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Sonny Tucker

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I also have supplied it he requested info.. To no avail
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Sonny Tucker

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partial response to Exede. "Your tech support and customer support employees have been rude and unhelpful. I am going to have to cancel if we cannot resolve unexplained data usage that began this month. I pay a significant price for no service. Previously I have recommended and supported Exede but this month I am running out of my bandwidth allocation even when not using any. This has also happened to a friend ten miles from here. →And Exede telephone operators DO NOT LISTEN.←
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Sonny Tucker

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Contacting Tech support and Customer support was a waste of my time. I was told it is my fault. Go pound sand. I have a log of my usage. But there is no interest by Exede in helping.
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Sonny Tucker

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From Exede April 18 at 4 p.m. "This email is to let you know we’ve received your email about your Exede account and we’ll get right on it. We’ll contact you within 24 hours to follow up on your request. " STAY TUNED.
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Sonny Tucker

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Jokes on me. I actually believed that Exede would contact me per the above email. Hung around waiting today.
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Sonny Tucker

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My apologies. Exede just called and explained that my problems is not unquie and they are working to understand what is going. The record for my account shows bandwidth is being used for software updates. I do not have automatic software or app updates enabled. So that is clearly not happening.
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Exede Beau

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Thanks for your understanding Sonny. I hadn't seen your most recent post when I called, but you were next in our queue. Sorry for the delay in getting to you. I will keep you updated.
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Sonny Tucker

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Another 1200 MB disappeared so far today ( 7a - 5p) with only checking email and Yahoo financial website.
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Sonny Tucker

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The large unexplained use seem to have stopped. But normal web browsing is still using more bandwidth than experienced a few months ago. I have logs that suggest that the problems have not been cured yet. Bandwidth loss with minimal use means users must curtail use of what they have paid for to compensate for bad calculations or suffer consequences.. The customer service rep paying attention to this forum has been very helpful but restricting use because you cannot anticipate how use will be calculated means a "not recommended now" That label is given to members of my HOA seeking an ISP . I would like to change it back to most favorable Recommended status.
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Exede Beau

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Jack, I had to remove your post since it contained personal information. Diana and I actually discussed your case this
morning. I know it's been frustrating, but please rest assured we are
looking into it to confirm that your data is not being consumed during
the Late Night Free Zone.
(Edited)
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Jack Prindle

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I have experienced the same, and still waiting for a call back and response to issue, meanwhile I continue to roll quickly through data, according to their count, without any resolution. Beginning to think , more and more that this is more than just a technical problem, or customer service problem, but perhaps a consumer fraud issue.
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Steve Walker

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I just had a service tech here.  Seems something is up with my modem.  HE hooked his lap top directly to the modem after disconnecting mine and the data was still flying away. About 2 gigs in 15 minutes. If its in the modems then there is probably some issue with Exede.  I expect at least a free month of service because of this.
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Exede Beau

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Steve, was the modem replaced? Please email us at exedelistens@viasat.com and we will take care of it.
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johnny c

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Modem issue aside:

As stated earlier by some one insure your Home Network, router has a pass word, you'd be surprised how many people that are not in apartments, and some that are, don't password their router/internet connection.
(Edited)
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Wayne Grassfield

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I am in the same boat...usage has been waaaay too extreme..something is clearly wrong.

I have emailed, chatted and no response as of yet. I want to give excede the benefit of the doubt, but I am not the only person who has this issue?  I hope EXCEDE steps up and solves the problem and gives back to their customers.  I am close to wanting to cancel my contract with them
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Exede Lindsey

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Hi Wayne, I've attempted to call you multiple times but I cannot get through for some reason. I emailed you as a follow up please contact me for further assistance. Thank you -Exede Lindsey  
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Gail Thurlkill

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First I would like to apologize to all for my grumpyness. It's not really normal for me but several family issues have me stressed. So please forgive me. I wish to ask a question about my modem. I had the service installed in Feb, even though we weren't living here at that time. I went well past my 20G  service  that month without living here. My question is: could the cold temps the modem was exposed to (there wasn't heat in the house at that time)  have caused a problem with it? I currently go into data restriction within 7-8 days of service. I only used 4G for an entire month at my old residence. i appreciate any help with this.
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Exede Lindsey

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Hello Gail, sorry to hear about your data consumption issues. Cold temps normally should not affect your data usage; if anything it may affect connectivity. I would be more than happy to review your account please send an email to exedelistens@viasat.com so we can get this issue reviewed and resolved for you. Thank you 

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