Data used up

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18GB used up, I want to know why. worst customer service...plans...totally take advantage of people who can't get cable
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Paul Pawelczyk

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  • fuck you is not an option?

Posted 3 years ago

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david, Champion

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Exactly how are they being taken advantage of?
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Exede Sux 4 Real

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Paul is exactly right, it works for some and they are happy, but I know first hand how they tell you what you want to hear to get you off the phone. I think it's funny that a select few claim we are in the minority with our issues, but it appears there are hundreds with same exact problem. It took 6 days last month for me to use up 10GB with NOTHING on but their modem., Either way, Paul as well as hundreds more are right. I have tried every avenue with Exede to fix my problem, unfortunately, because they do not appeared worried about misleading their customers, the situation will never be fixed. Just my opinion, based on 100% facts in my situation. Have a great day.
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Gwalk900, Champion

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Ron,
I'm one of "the other guys" and having a capped service requires that a user develop a greater understanding of computers and networking than someone that can just "brute force" their way through.

There has been some very fundamental changes in the way that Microsoft applies updates, don't even get me going on Win10 and "telemetry".

If you want a overview and a procedure see my replies in this topic:

https://community.exede.com/exede/topics/excede-wild-blue-possible-hacked?topic-reply-list%5Bsetting...

 
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Exede Sux 4 Real

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Thanks for the reply GWalk900. Here is where I have a question for you. I am fairly computer literate and followed a lot of good advice. My data usage went from disappearing in 2-3 days to 3-4 following several peoples advice. For our September usage, when my data reset, I turned everything off. I followed my data usage from work each day. Keep in mind, My laptop and phone were not on the Exede system. It took 6.5 days for my data to disappear. I called Exede and got the Texas Two Step and as usual several reasons why it was gone. When I explained there was nothing on for 6.5 days but their modem, I was hung up on. 3 times since I have been with Exede, I told the customer service person I was recording the conversation, and was hung up on. I, like everyone else in our community, are waiting for Viber optic scheduled to hit be here this coming spring. Once it happens, we will no longer have to deal with this bait and switch. I have lived in the city and other areas with satellite, I can say this, NEVER have I dealt with a company so bad. They know they have you over the barrel, but that will change soon. I have their "Champion" people reply, it's no wonder no one will help this guy.  So they openly admit they won't help people that complain. Trust and believe me, with my personal experience, I can tell you, according to Exede, it is always YOUR FAULT!! One last thing, do you know of another business, that charges you for a service call to fix their own faulty equipment??? EXEDE DOES IT, Good luck with it, and I wish you the very best
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Gwalk900, Champion

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"One last thing, do you know of another business, that charges you for a service call to fix their own faulty equipment???"

Well, Hughesnet does, but .... it really is all in the approach.

Regarding loss of data: It HAS to go somewhere but ....
Having said that the "places" are limited.

There are THREE places to lose data:

#1: On the ISP's end

#2: Inflated usage

#3: Some device, some program or some process on the users "Network"

How to proceed ?

For #1:
The modem is in (while powered up) constant communication with the Gateway.

Leave the modem powered up, note the time and remaining data allowance (make allowance for data that has been used but has not yet "hit" the usage meter

At a specific time, disconnect the Ethernet cable from the rear of the modem along with the remaining data.

Wait several hours. Reconnect the Ethernet cable and directly record your available data allowance.
Was a meaningful amount used ? (that could not be explained by the meter not having caught up at the point of disconnect)

If so, that would be an issue on the ISP's end. (Modem update/fallback)

For #3:
Simplify your network by connection a single computer directly to the modem
No router (unless it can track usage by MAC address).
Install Glasswire on that computer. Compare the usage from that ONE computer connected as outlined.
Do the Glasswire usage totals and Via-sat meter match ?
If not, dig deeper. We can help here.

#2: Inflated usage.
Tough to prove but not imposable.
We here in the Community could help you set up a controlled period where we monitor the 65,536 ports on a single computer to insure what background process are active and download a file of known size and compare the result.

It is a "detective game" a true Who Done-it.
You have to like Mysteries, I do.

The data is going somewhere, we just don't know for sure where ... at this point.
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Old Labs (VS1-329-L12FZ)

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To further expand on GWalks "For #1" point if anyone else stumbles onto this post:

With only the modem plugged in, all lights should eventually go solid with only sporadic flickering/blinking transmit/receive indications - infrequent handshaking.

However, with careful observation you'll also note a much lengthier transmit/receive indication - about 40 seconds or more. Under normal circumstances that will occur every 15 minutes like clockwork and is the usage reporting exchange between modem and server. The first occurrence after disconnecting any external devices from the modem represents the last bit of usage being reported.

Checking the usage meter after that (from another non-Exede connection obviously) should be the last one to accumulate. Subsequent polling at the 15 minute intervals should yield no accumulation if checked from a non-Exede connection.

Screen captures at the various points while only the modem is powered on and connected will help to advance your cause.

Note that the 15 second rule is when everything's working right on the server side. It can be greater further complicating troubleshooting and catching it in the act and reporting it while in the act to ViaSat may yield some relief.

Sorry don't know what the indicator would be for those having the new WIFI modem - it pulsates in various colors.

P.S. As best can be determined, the modem itself doesn't include a usage meter - just a counter that appears to report deltas with each poll from the server. If it did represent the usage meter, we'd all be able to check it from the modem status page without needing to go online.  
(Edited)
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Paul Pawelczyk

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The run around is a classic bait and switch. Not even imaginative. I'm locked in unfortunately, don't fall for the hype, there are other options.
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Exede Lindsey

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Hi Paul,
 
I’m sorry you feel this way. Please understand that we are in no way taking advantage of any of our customers. All our plans have data caps and we advertise this information. We would be more than happy to review your account and verify which categories are taking the majority of your consumption, please send us your account and contact info to exedelistens@viasat.com    
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Paul Pawelczyk

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You misunderstand, I've been hooked up for 12 hours, and excede shows I've used all my 18 gig. Nothing about this "internet " company is user friendly or organized.
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Old Labs (VS1-329-L12FZ)

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Send the email Lindsey requests - they'll be able to determine if it's an install issue.

If not an install issue, come back, share some information about your environment (e.g. router brand/model, device(s) and operating system(s), browser(s) used, Dish or DirecTV in the mix, etc.

With everything working properly it's very possible to blow through that amount of data and much of it may be unnecessary or unwanted; and the environmental details will allow making some suggestions on how to eliminate some of the bloat possibly occurring without your knowledge.  
(Edited)
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Steve Frederick-VS1/Beam314, Champion

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Paul, if your computer(s) and other devices that connected to your home network had not been in touch with the internet in a while, once they did connect to the internet, it is quite possible that they had a multitude of system and application updates to catch up on.

Just yesterday, I fired up my desktop, which had not been on for 3 weeks, and the Windows 10 Anniversary update kicked in. In less than an hour 9.4 GB of data were used. A month ago, I purchased a new smart TV, and I did allow it to connect to my internet for a day just to see how much it might use, and to my surprise, without watching any of the on demand thingies like Netflix, etc., that TV used almost 1 GB. It is  now denied access to the internet.

Do send that email to the moderators and have them look at what is going on with your modem and your data usage, as Old Labs suggested. There may well be a problem with your installation, which can consume data too.
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Old Labs (VS1-329-L12FZ)

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I suspect most of the rash of recent usage complaints since August 2 are associated with the Windows 10 Anniversary upgrade and subsequent cumulative updates to it - and another month to go before the staged rollout completes for everyone. 
(Edited)
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Paul Pawelczyk

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Great suggestions, however the phone and computer have always been connected, and I did the windows 10 upgrade the week prior.
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Old Labs (VS1-329-L12FZ)

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Again send the email Lindsey requested so it can be checked from their end. Like most you'll probably be disappointed with the overly general categorized breakdown received, but some find it useful.

On your end and since you've got Windows 10, I'd suggest installing Glasswire to independently track/verify (or not) usage on that machine vs. the usage meter. See:

https://www.glasswire.com/

Won't be any help for past usage, but once installed you'll be better positioned for the future and will help pinpoint some actions that can be taken to eliminate what is often unwanted usage consumed in the background without your knowledge.

Assuming you mean a SmartPhone, be aware that many (if not most) are intentionally designed to consume more data on a WIFI connection vs. cellular connection. Some have a feature to tag WIFI connections as mobile hot spots (i.e. cellular or a metered connection in Windows parlance) to consume less data. Varies by brand but some erroneously assume WIFI means unlimited without the ability to declare it as being otherwise.

Don't overlook any built-in traffic/usage monitoring on your router which can also be used to verify usage meter accuracy (or not as the case may always be but rare, in my experience with only one incident in 4 years).
(Edited)
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Exede Sux 4 Real

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I am just curious why we as customers have to go through all of this nonsense just to have decent internet? I have never had this issue with any other satellite or internet service. Just Exede. I moved back to where I am and chose Exede based on what their so called saleman told me. WHAT A HUGE MISTAKE!!! I have regretted it from day one. I use my cell phone for everything and it is on a 4gb data plan. My data is carried over every month. I have never ever run over my data and I use it for videos, internet and facebook. With Exede, I use 10gb in 3 days. This month took 6 days because we unhooked everything but their modem. So I know my data is used through Exede equipment and they have zero response. Guess they didn't think their customers were smart enough to check their system. BAIT and Switch
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Steve Frederick-VS1/Beam314, Champion

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Paul, OK, that is even more reason to send that email to the moderators at exedelistens@viasat.com

Be sure to include your account number and a contact phone number.
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Paul Pawelczyk

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FINALLY FREE!!!!
Take the dish down myself, browser already unplugged, wait for a box, put it in a box and pay 6 or 700. Worst experience ever but it's only money and I'll make more next week. I have nothing good to say about Exede, and it's a big park. Verizon has me back after hearing our story.
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Exede Sux 4 Real

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check with your states attorney general. I was told if Exede is violating their service agreement, it is a breach of said agreement and you are not liable for early cancellation fees. Check with them, every state is different
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Paul Pawelczyk

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Like I said before, there ARE other options.
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Old Labs (VS1-329-L12FZ)

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Ron,

Apparently you glossed over the replies - each one beyond this "monkey spit fight at the zoo" has been advising how to verify the accuracy or inaccuracy of the usage meter so that you may take appropriate steps one way or the other. There are really more effective ways to complain. FWIW, had Paul not jumped ship so quickly my recommendation would have to go with the ASUS router GWalk often recommends elsewhere to eliminate all doubt - I'd stack the ASUS statistics there against anybody's to resolve any dispute. In the end Paul would have a great router, not be out the $600-700 he states, probably been able to convince ViaSat to waive early termination fees, and avoid the headaches associated with not getting a box to return and charges for failure to return.

I am who I am, and that's all that I am...

And I don;t even subscribe to Exede directly, instead through the NRTC wholesaler channel which only adds an additional layer of complexity to problems I've had in the past.        
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Exede Sux 4 Real

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Again, I don't care who you are. If you would have read my posts, you would have seen I tried all these avenues to fix my problem. Nothing resolved. Like I said you guys make comments about my situation when you are ignorant to the facts. I've been dealing with people like you from day one who think you know what's going on when you are clueless. I have tracked data usage from a different location and watched my data disappear with nothing on but modem.
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Old Labs (VS1-329-L12FZ)

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Then document that with screenshots (with dates, time stamps, etc.) taken from afar while not using an Exede connection and take it up with ViaSat directly - you've never provided that fact other than by anecdote. I and others would be among the first to say yeah that's on Exede - but even then there's a gotcha if you don;t fully understand the delayed reporting that occurs. Be sure to wait 15 - 20 minutes, for the next reporting interval, then periodically monitor over a period of time to see if usage continues to climb with only the modem on. 

There's nothing any customer can do to help resolve that (except agree) and you know the drill which is the standard reply from the moderators (the actual employees).

The purpose of this community is customer-to-customer support - we can't resolve billing, sales, or even technical issues that are within Exede's domain (essentially from the modem to whatever gateway or gore node you're assigned).

Personally I'm glad the this community and others are available for self-help for the reason noted above. There used to be a lot more of those "champions" you despise who were active on this community - I suspect they just got tired of those complaining without anything to back it up. Too bad some were really good at it.     

    
(Edited)
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Steve Frederick-VS1/Beam314, Champion

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Ron, I too have been a Champion for some period of time. We are not anything more than Exede customers who have been deemed helpful to problems posted here on this forum by other customers, many of whom e new to a metered ISP, and not realizing just how fast data can be consumed by some activities, some initiated by them, and many initiated by their devices. We don't know the criteria for us being labeled "Champions", that is done by the ViaSat folks.

The  champions have been able to help many others in getting their problems fixed and data usage under control. For the others, the ViaSat moderators and engineers have taken charge and have corrected their issues.

I have been silent to your rants for the past few weeks, as I am sure several of the other Champions have, but am back to comment only because you are taking a strong hit at the Champions, with negative comments about us. This is in violation of the Get Satisfaction terms of use, and is just not something that a person should be doing if you truly wish to get some help with your problems with your Exede service.

If you do as Old Labs has suggested, you will get the best results. Send that email to exedelistens@viasat.com and let the moderators, who are truly ViaSat employees, look at your modem using the tools they have at their disposal.
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Exede Sux 4 Real

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First off, Steve, Thank you for your reply. Let me try this one more time and then I am finished trying to explain this. I have went through every avenue presented to me by Exede. I have gotten at least a dozen answers from different levels with NO FIX to the problem.

As for Champions, yes I made a comment about them because out of let's say 5 of them have been nothing but rude, arrogant and condescending and addressed my situation talking down to me when they have none of the facts. The ignorant answers between them and Exede is astounding.

You stated, "but am back to comment only because you are taking a strong hit at the Champions, with negative comments about us. This is in violation of the Get Satisfaction terms of use, and is just not something that a person should be doing if you truly wish to get some help with your problems with your Exede service."
How absurd of you to say this. The people I comment about, Champions, make denigrating comments about me and others who call them out, yet I am violating policies? That's rich.

You also stated, "If you do as Old Labs has suggested, you will get the best results. Send that email to exedelistens@viasat.com and let the moderators, who are truly ViaSat employees, look at your modem using the tools they have at their disposal."
I have done this at least 3 times, no resolution. So again, thank you for your suggestions.

Have fun with your forum, the people who post on here, with issues like I have had and go through what I have been through, will not get resolution and see this forum for what it is. If you disagree with Exede or their "Champions", you get talked down to. I have seen it dozenss of times. It's no coincidence we all have the same issue with Exede and their customer service. I am done addressing you as, you have your mind set that is is the customers fault, and not poor quality of service by Exede and their bait and switch sales tactics. Again, thank you and have a great day.
(Edited)

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