Data issues

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  • Updated 5 years ago
  • (Edited)
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I am most disappointed in Exede at not taking responsibility for their apparent data usage changes which were not announced or an apparent flawed metering system that has eliminated my months data limit with over two weeks left in the month. It is about like a very expensive dial up now. I have been a customer for a while now. First for many years with Wild Blue. Now for a while with Exede. We have not changed equipment or or usual usage.  Apparently some system "upgrade" at the end of last month caused this problem. Mine started on  or about the 26th of January.   When complaining about this flaw by email Exede's response is for me to call them. I assume to sell me data.  I cannot imagine being the only one with this problem. I have seen some references here to late night usage that is supposed to be unlimited is being included to gobble up a customer's data limits.  Anybody have any thoughts, suggestions, or have had similar problems? This company's Data Restriction is unacceptable to me when I did not change my usage.
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Tracy Coyle

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Posted 5 years ago

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Exede Kimberly

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Hello Tracy, many things can account for irregular data usage. If you can send me your info to exedelistens@viasat.com, I would like the opportunity to help shed some light on where your data has gone so quickly and help you prepare for next month's usage with some useful tips. Thank you.
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Pinearbor Retreat

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I agree with Tracy  - I, too, have watched " an apparent flawed metering system that has eliminated my months data limit with over two weeks left in the month."  I have been with Exede for more than a year now and Have been happy with the service.  This January was a surprise and February is a disaster. We are approaching 30 Gigs. We have the system turned off (by turning off the electricity to the router and dish) most of the time.  We turn it on at midnight to 10 am.  In the afternoon, we turn it on from 4pm to 8pm and that is it. We are still burning through 2-3 Gigs  a day. 

In 2014, we would rarely us more than 15 Gigs for the whole Month.
     
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Exede Kimberly

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Hello Pinearbor, you are more than welcome to send in your info as well.
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Pinearbor Retreat

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Thank you -- can you look into my case number   Case # 00368326   -- I don't understand how there is such a huge change in usage this year. No new equipment and same old computers.  Could you review last year's and this years usage. You will see what I am complaining about.
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Exede Kimberly

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Hello Peter, I have reviewed the case from your above post. I look forward to helping you but will need you to send in a new email to correspond through. Thank you.
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Mable B Eargle

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I have Exede internet through Dish Network and for almost the last year, I have been getting monthly a message that I have used 70% of data within 2 weeks.  I started doing some checking this past month and found out when data usage meter resets, it is not going back to 0.  Mine was resetting showing I had already used 5gb at the beginning of reset.  I notified Dish and they gave it back to me and credited my bill for about $60, but this does not compensate me for all the months I have paid for 10gb and was only getting 5gb.  This will be my last month with Exede internet. I can't take the slack service anymore
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Steve Frederick-VS1/Beam314, Champion

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Mable, don't be blaming Exede for another company's problem. You subscribed through Dish Network, and they then subcontract with Exede. Dish Network is the one responsible for your meter readings and data usage. You should be talking to the Dish Network Customer Service folks about being incorrectly charged for data.
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Waterpixe70

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How is the TV provider, that uses a separate satellite, responsible for Excede's data meters and usage? I am confused.
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Steve Frederick-VS1/Beam314, Champion

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Annalisa, some people have subscribed to their internet service through a reseller, Dish Network, DirecTV or NRTC, and those may choose to have their own data measuring meters, although they actually receive the data usage from the Exede metering system.
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Old Labs (VS1-329-L12FZ)

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That's correct, Steve and it largely depends on the third party relationship established with Viasat/Exede.

In my case I subscribe through NRTC, which has primary responsibility for support and I pay the NRTC member organization directly (and still handled by mail for us rubes).

NRTC member organizations have some additional flexibility in pricing structure (whether applicable to NRTC as a whole I'm not sure).

For example, I'm on the Exede 12-10 plan and through my NRTC member organization pay a flat $54.95 per month. Equipment is purchased up front (not leased) and I own it outright (probably explaining why I don't get hit with the annual property tax that other in Virginia are now seeing).

Naturally, I also assume responsibility in the event the equipment fails - although an optional equipment protection plan is available; I gambled 2-1/2 years and it has paid off not signing up for that option. I'm outside of the minimum service term and if and when I cancel, I simply walk away with no termination fees nor equipment to be returned.

Each relationship is different despite all riding on the same infrastructure. Off hand primary responsibility for support generally rests with whomever you pay. NRTC outsources (onshore not offshore) support as do many in this industry. Even here, the Exede moderators are under no obligation to support me. At the same time, I'm not eligible for the Great Gig Giveaway, and neither Evolution nor Exede Voice are available. I'll maintain it until either Viasat gives me an incentive to become a "new" customer or the new satellite comes along and I reevaluate the options.           
(Edited)
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Danielbo

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But Steve, maybe I misunderstood something, if she went to Exede's web site and pulled up her account, that is where she saw that it was already on 5mps and the first day of billing. I to did my service that way. Well kind of, I first signed up with Exede for my internet, then i call Dish Network, and they told me about bundling it. I said I already signed up, they said they would take care of bundling it. I get a bill for dish network and on from Exede. Now how they share, I know nothing. I just know how I pay to who, and it was bundled by dish network.
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Steve Frederick-VS1/Beam314, Champion

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It can be a complicated process, with Exede selling both direct to customers, and through partnerships like NRTC, DirecTV and Dish Network.

Mable would probably fair better by sending an email to exedelistens@viasat.net with her account information and let the Exede moderator handle her data issues. The moderators are top notched and will get to the bottom of this. 
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Danielbo

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That is what I would do if I had a issue. They was two different people who came int to install. Direct TV service man was dressed real professional, The Exede guy looked average, jeans and a pull over shirt.
 
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Jacqueline Tierney

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We had a couple of funny looking characters show up in a beat up pickup to install Exede, when they first showed up I wondered who the heck they were.  They were pleasant and apparently did a good job but I agree, if this is very common its another area where Exede maybe needs to rethink how they are doing things.  I ordered my service directly from Exede via the internet.
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Mable B Eargle

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I believe my internet service and usage meter comes from Exede, but it is through Dish. I have always communicated with Dish when I have problems, because Exede said they can't do anything about the problems, since I contracted through Dish, but all my equipment and services are supplied from Exede. But, hopefully I will no longer have this problem. I have had other issues with internet service also and Dish only contract Internet service for Exede, they are not the Internet provider.
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Exede Kimberly

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Just a note for my own clarification..do you have a Wholesale account through Dish or are they simply your direct dealer?
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Old Labs (VS1-329-L12FZ)

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Jacqueline,

We had a couple of funny looking characters show up in a beat up pickup to install Exede, when they first showed up I wondered who the heck they were.
That was just me and Everett in my truck... ;)
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Old Labs (VS1-329-L12FZ)

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Mable,

It probably depends upon who you pay for the service with regard to who has primary support responsibility.

In my case, I subscribe through NRTC in a wholesaler relationship with ViaSat (Exede),

As such, I pay my NRTC member organization and all support must first go through NRTC even though the infrastructure is identical  and belongs to ViaSat (except for email server and account page).

In turn NRTC escalates problems to ViaSat as needed.

If you make payments to Dish, it's likely a similar relationship.
(Edited)
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kevin

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I just got my internet on February 14 installed it is now the 17 and I used all 20 gigs of my data . I'm sorry but if I can use all of it in three days what's the point of having it I should switch to dial up service where I get to use as much as I want . This is crap if I can't get hi speed for more than three days
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Mitch Hess

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We've had the same problem for a year now, it's never been resolved, even after a tech visit.
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Old Labs (VS1-329-L12FZ)

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Kevin and others,

An Exede moderator here can help to determine whether you have an installation problem or something else direct related to Exede's infrastructure causing usage issues.

In the meantime, you may want to review the following links regarding data use (there are others to be found but the majority of tips are consolidated at:

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

and

https://community.exede.com/exede/topics/some-tips-on-windows-8-data-usage

with new one's added as they come along.
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Beau Hoffman

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My internet service has been incredibly terrible. I informed the agent on the phone I would be using their service for streaming music and movies, surfing the web and social media and she suggested the 10gb plan. Now I go through that in about 15 days. Not only is the data woefully insufficient, even before I use up my data the internet usage is still terrible in my area. The internet often cuts out, streaming movies and music is nearly impossible unless it's early in the morning or late at night and sometimes websites will take minutes to load. On top of all this, customer service has blatantly lied to me about numerous issues. I've heard completely conflicting information from different customer service representatives and their supervisors. The last phone call a supervisor informed me she would give me 3 additional gb of data for my issues and call me back the next day with a representative from their headquarters to discuss the habitual and consistent problems. No additional data and no call back. Not surprising. If I didn't plan on moving in the next couple months a lawsuit would be imminent. I may just wait it out and cut all ties when we move. Absolutely terrible service all around.
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Old Labs (VS1-329-L12FZ)

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Beau,

You will find better support from the Exede moderators here.
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david, Champion

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Beau - no matter what they told you, you pretty much can't use streaming with Exede, especially video (outside the LNFZ) . Well, you can but not for long. I'm surprised your data lasted as long as it did.

Check data savings ideas posted above.
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Exede Amber, Employee

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Hello Beau, I have received your email and I will be responding this morning for you. Thank you for taking the time to do so.
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Beau Hoffman

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Please call my number on the account to (try and) help me address these issues this morning. 
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Exede Amber, Employee

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Hey Beau, please send the best time to contact you within the email.

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