Inaccurate usage statement

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I paid my bill 6/12 but you say I've already used 70% of my 10Gb in less than 4 days. Since I have never exceded my monthly allotment, I don't see how this is possible.
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Archie Martin

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Posted 3 years ago

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Exede Lindsey

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Hi Archie, that does sound odd that usage would be so high so quickly if it’s never happen before. I would be more than happy to take a look at your account and see if we can locate a problem. Please send an email with your account and contact info to exedelistens@viasat.com. Thank you  
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Edith

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Hi Archie, I have had the same problem. the first fouplecof months thingswere going fine. Then I noticed data being used quickly. I called in and the tech went thru by day and one of the days we supposedly used a lot of data we weren't even home.v the tech just said oh really? And nothing got done. Now we have use 20gb in a week or less? My ass. This companyny need a way for us to see data use by devices, data usage checker on website is a slap in the face. As advanced as things are in internet and data they can't possibly think we r stupid enough to believe they can't fix this.
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PoodleLady01

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Same thing here...I try to go on after midnight till 5:00 am because for my account this a free zone. I have totally turned my whole Life around just to use my internet and I still get 10-20 % data used up per day doing nothing but downloading a game or go on face book a couple hours. It is driving me insane.
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Starring Matter

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facebook a couple of hours a day, please see my response on your other post.
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PoodleLady01

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I seen it. I disagree. I don't listen to worldly music. (u tube). gospel only. I have my own on my computer. have a  great day.


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RickyP033

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I've been complaining about this since I've had it. I agree, if the tech can see your daily usage so should you.
I'm supposed to get 12/3...but since the NEW plan they started capping my speed when it get around 30GB.
I didn't know exactly why until I saw that they had changed plans AGAIN.
Bill Date 24th. 
23rd: 3.5/0.5 speed at 11:58 PM
24th: 13.6/2.3 speed at 12:02 AM
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Kenneth Brill

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I have had this happen to me so many times in the last two years, it always turns out to be a update download by my OS or one of the kids installing/viewing something large.  You can call in and they can look at your detailed usage and give you an idea of what happened and maybe do something about it.  That being said I always thought there there is something wrong with the counter they use as it never matches the one on my router.  Its alway 10-25% higher than I think it should be.
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PoodleLady01

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I am not surprised to see I am not alone on this. I am the only one who uses the computer and I check my usage several times a day....lately more than that. I am really frustrated about this. I cannot afford to quit using my internet for three weeks a month just so I have one week of usage. This is Madness ! I just want to scream. I have E mailed them 4-5 times this month. good luck Kenneth.


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Exede Lindsey

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Hi Pennie, I can certainly understand your frustration with data usage. I would love to take a look at your account and review your usage categories to pinpoint where exactly your data is being consumed. Please feel free to send an email with your account and contact information to exedelistens@viasat.com. Thank you 
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Ed Cooper

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I'm having the same problem. I sent a note to the exedelistens@viasat.com address. I hope you resolve this soon. This is a big trust and credibility issue.
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Exede Lindsey

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Hello Ed, Thank you for sending us your information via email. We will respond and help resolve your issue as quick as possible.
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Betsy

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Same here, No games, songs, movies, in 10 days used 100% of my allowed GB's. Called tech support, emailed tech support, was told to use internet during midnight to 6 am or something like that, because its free time! Had no problems for 9 months,this started two months ago, we have the highest plan they have and had to buy extra 3 times, over 60 y.o. so not a person who sits on computer all day. Wish I had another choice.
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Old Labs (VS1-329-L12FZ)

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Betsy,

What operating system are you using?

If Windows 7 or 8, beware that many have been bitten by the Windows 10 free upgrade experience over the past few months (even if not installed). If installed, many new Windows 10 features are data intensive unless you take actions to minimize their use.

Even on larger plans it's becoming increasingly necessary to continuously monitor data usage since it's no longer a simple matter of what you do while seated at the computer, but what's being done on your behalf in the background while seated there or in some cases when you're not (unless you turn it off in your absence).

There are a number of free traffic monitoring applications. Links to them are available at:

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

In addition I'll throw in a newer one located at:

https://www.glasswire.com/

The free version is fairly robust by itself without upgrading to the paid version.     
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Exede Lindsey

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I’m sorry you feel that way, Betsy. I would be more than happy to review your account and check your usage categories to help you get a better understanding of what has being consumed. We have seen a recent increase customers data due to unknown updates and Storage. Please send us an email to exedelistens@viasat.com with your account and contact information. Thank you  
(Edited)
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Wedge Harris

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There are dozens of threads just like this one.  I know we can't all be wrong and I know that an occasional iOS update isn't the culprit.  Exede needs to do something about this or I will bite the bullet and transfer service elsewhere again.
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Old Labs (VS1-329-L12FZ)

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Yes, we can't all be wrong; there are some exceptions with regard to Exede's usage counts but they are few and far between. As you can see this thread is two years old and there are some older going back to the start of this community 3+ years ago. You've revived just a couple.

You can review them for all the suggestions and demands for a better usage meter, but in reality each of us is responsible for monitoring out own usage in detail if really needed rether than yet another go round...

Most of us have simply opted for a router that has robust traffic monitoring and analysis. We use our routers to verify/validate the Exede usage counts (or disprove as the case may be). Here's a peek at my latest toy's capabilities in terms of traffic analysis since receiving it yesterday afternoon:





Asus RT-AC3200 - note that I didn't even visit many of those social media sites listed - some pages I visited had their feeds embedded in them.

I've never experienced a major discrepancy -  a relatively small one 4 years or so ago but none since. YMMV of course and the above router monitoring gives me a strong argument in the event I do experience a discrepancy. The real truth is that many simply don't know what's really going on in the background on their devices without there knowledge.  
  
P.S. I'm actually just hoping Gwalk will weigh in here and tell me if the ASUSWRT-Merlin firmware for this router buys me anything beyond what I see here right out of the box ;)
(Edited)
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Bradley

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Exede should really publish a list of things for people to potentially check.  It would make a good reference page to, well, reference when people have data usage concerns.  Things like cloud backups can really draw down data without being noticed for a while.  Somehow my daughter had cut on her icloud for pics without my knowledge.  As we know, kids like to take their selfies and such.  I was blowing through data one month.  Started looking and sure enough, every pic she was taking was being synced into the cloud.  Amazing what one little feature can do to a data plan.  

I think data monitoring is a good thing, but let's face it, people just won't believe the results of that either.  They would just say, "There's no way my phone used that much data.  All I did was take pictures".  Most people are just unaware how much data some processes actually use.  

I like the simplicity of your router Old Labs.  People would have to understand embedded video data usage and such though.  Most people are tech savvy but not tech wise.   


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Old Labs (VS1-329-L12FZ)

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Yes there are some limitations to what a router can provide, there are even more limitations to what ViaSat can provide for monitoring - both are limited due to privacy issues, encryption, etc.  Both are minimally invasive but the router more so. The router points me at the right haystack (device) where I dig deeper with Glasswire or other data monitors without any privacy limitations - is the casual user going to do that? No, but the independent second opinion of the routrer would give some pause to those doubting the Exede counts.

Even at the device level monitoring is becoming more difficult as web sites rely on common content providers more and more aand it's togher to determine what site pulled what from where. My Glasswire stats aare filled uop with content providers now as nthe majjor data users - before I get to a recognizable web site url.
 
These tools just help us track down the culprit and some sleuthing required. Me? I'm cheap, bujt not easy and will ghet the mostn out of my existing plan. Most will likely addresss it with an unlimited plan, bandwidth will continue to be wasted on bloat and we'll be rightg back where we started - awaiting another satellite.
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Bradley

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Pretty darn accurate surmise sir.  

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