Data issues

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  • Problem
  • Updated 2 years ago
  • Acknowledged
  • (Edited)
So we have had Exede since June and NEVER gone over. The other day we got a notification that we had used all our GB. WTHECK? I tried to see what my bill is gonna be this month and I can't even find that out. If u can tell me how much we are gonna be charged this month it would be greatly appreciated. No doubt actively looking for something else.
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Sue Johnson

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Posted 4 years ago

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Old Labs

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Sue,

You don't get charged for excess usage unless you specifically buy more - however, your speed may be throttled.

I'll let others handle how to find the billing information since I subscribe to Exede through a third party. 
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jim valley

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What is Old Labs exactly?
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A. Everett Neuman

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Retired Dog's.☺
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ExedeKarmin

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Sue,

I can go over your usage details with you.  I will also answer any billing questions you have.  Please send me an email to exedelistens@viasat.com with your account and contact information.  I look forward to speaking with you.
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A. Everett Neuman

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Hi Sue,
Have you added ant devices lately? New cell phone, tablet or laptop?

Are your cell phones setup to tap into a WiFi or wireless router?

Do you have children? Do they have friends with new tech gadgets that come over to play and maybe connect to your system?

Data demands can be hard to monitor for anyone with out the proper monitoring software. The games that are out now days can easily eat up a Gig or more just with an update.

Any internet company can have problems that popup, but I do not believe Exede is out to burn everyones data allowances. Just does not make good business sense. They spend millions on advertisements, and one bad word takes 10 good ones to get even again.

I am sure you will get help going through the exedelistens email, and other help from the online Exede rep's.

I just don't think people understand where all the data "Gig." eating sources are coming from.

Hope it helps,
Everett
(Edited)
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Gregory Davis

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I definitely agree with this note.  Recently had 4 grandchildren visit for a few days.  Each one had their own IPAD and were given WiFi access.  I check my useage every three days and noticed a 3+ GB jump during this time frame.
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A. Everett Neuman

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Hi Gregory,
I have had the same experience with my sons and their girlfriends when they come for holiday visit. 

Their socks can obtain a WiFi connection. You can hear the gears in the modem grinding. And when the USB chargers start getting plugged in, I burned 1.5 KW in one day.

Data has to go somewhere. Like water it can just lay in the pipe. If people have drippy faucets, the water is moving. We might not like the fact it was us with the leaky pipe, but...It happens...
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Kathleen Herman

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We supposedly went over our 10 G limit the FIRST DAY!  Exede is the WORST company I have ever had the misfortune to use.   We don't use nexflix, phone and Ipad WIFI is off.  I just hate hate hate this ripoff company.  Can't wait to get rid of Exede!!!!
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Exede Kimberly

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Hello Kathleen, I would be glad to take a look at your usage to help see what's using it up. Feel free to shoot me an email to exedelistens@viasat.com. Thank you.
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Kathleen Herman

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Thank you, Kimberly, but I'm getting away from Exede as soon as possible.

Now to add insult to injury, I get an email tonight saying you nice people at Exede (yeah right) are increasing our data allowance to 10 gb.  Really?  I thought we already had 10, or went over 10  in ONE DAY!  

This company is so unprofessional. I used to look online to see how much data we had used or still had on the website. Over the past 6 months, it's showed we had 25 gb per month, then a month or two later, we were supposed to have 15 gb-- at least that's what it showed online!  I called and was told we actually only has 10-- or is it 5 and now you condensed to upgrade us to 10?  Big whoop.  I'm sick of this.
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Exede Kimberly

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I can take a look into this if you send me an email to the address provided. Thank you.
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Kathleen Herman

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Thank you, but I'd rather just switch companies.  There ARE options out there.
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Joyce Howland

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We are 11 days into our new cycle, 19 days to go, already used 39% of our time.   We surf the internet, do emails, check bank accounts...........what gives?   I have told my husband to never go on YouTube again because it is all video so that is out.   Never had to do t his in the past.  Something is definitely wrong with the service because we never had a problem in the past.  We also got a new wireless router and made sure it had new access codes for us and guests.  Nothing changed.  We are still using more time.   Again this has never happened to us in the past.  This year something changed.  We are senior citizens.  No fancy cell phones in our home, no fancy games, just plain old Dish network tv.  Can't even order movies anymore because we will go over our allowance.   If I can find another service that will be like the old service was with Wild Blue then I will switch for sure.   Hate not being able to order movies from my Dish on demand service.  It's the one luxury we afford ourselves.
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James White

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We've got the same problem.  I just submitted a similar complaint.  
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Caroline Jones Patterson

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same here
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Exede Kimberly

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Hello Joyce, I have responded to your post on "Data Metering Seems...". Have you been able to take advantage of our Great Gig Giveaway promotion? With your current usage situation, I think this deal will be of good interest to you. Hope to hear from you soon. Thanks.
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Joyce Howland

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From what I understand about the Great Gig Giveaway it is only temporary so how does this solve anything with the data usage that seems to be added out of the blue.     Plus this is the stock answer that has been on the comment list over and over again.   Really?  That is not an answer to my problem.
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April Smiles

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My last bill showed 19 "Buy 1 GB" charges, in the course of 5 days which are $9.99 each. This brought my bill up to $345. I did not authorize or request additional data to be added to my account. The customer service reps also did not know how this happened, but said that it had been requested from online. If I did not click "buy more data", then who did? They said I was responsible for the charges, but then gave me a $49 credit toward the next bill. I shouldn't have to pay for data that I did not buy!
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Joyce Howland

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Doesn't Exede notify you with each "buy 1 GB" order?   If it doesn't then it should based on these unauthorized charges on your bill.    Credit card companies assume liability for false charges.   Quite frankly I think what they did with your bill is highway robbery since you did not buy these GB's.
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Emlyn

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Get the unlimited plan
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Exede Kimberly

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I can take care of this for you April. Please send me your information to exedelistens@viasat.com and I will get started.
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Jamie Baudizzon

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they just did the same thing to me!!!!!!! they claimed i bought 9 extra gigs (five of them in one day) when i never bought so much as a gig....when i confronted them, they claimed they had already caught their "error" and had credited me for it...odd, no credits have appeared on the credit card.....hard to not feel like i am being lied to!!!!!!!!!!
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Exede Kimberly

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Hello Jamie, when we "credit" your account, the amount in question goes towards your next bill not back to the card on file. I personally helped resolve this same issue for April back in November and would be happy to assist you as well.
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A. Everett Neuman

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Hi April,
I don't think Exede would just add charges to your account without someone logging in to your account dashboard and placing the Gig order.

Do you have children or anyone else in the house that might have been able to place the orders?

Where has most of your data usage gone to? Movies, online games? This can be X Box or any of the others that require an internet connection. Do you have an open account to NetFlix or Amazon movies that might have taken a hit with out your knowledge?

Hope it helps,
Everett
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James White

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Mr. Neuman, you seem to know a whole lot more about our business than we do.  Why don't you find something to occupy your time besides blaming the customer for things we have no part of.  I've NEVER used close to HALF the bandwidth Exede says I'm using now (36+G per month) until I signed up for Exede.  Nothing changed in this household except the data provider (Dishnet to Exede)
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Exede Kimberly

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Hello James, many things can account for data fluctuation. If you can send me your info to exedelistens@viasat.com, I'd be glad to take a look at your data traffic with you to see where it has been going so quickly as well as possible ways to conserve your data to prepare for next month's usage.
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April Smiles

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Nobody can access my account except me, so that's not it. No children. No streaming or online gaming. I was not notified of the additional GBs added to the account. They just showed up on the bill and nobody has answers for me. Just lost a lot of money for something no one can explain.
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Old Labs

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Anecdotes such as this make me thankful that I'm a subscriber via NRTC and I have to phone in directly to buy more (not that I ever have) and even billing is old school via mail (and I only have to worry about the post office losing the bill and/or payment).

Have you ever actually bought more, April?

If so, what goes on during that process - simply click a button and voila add another GB? Or is there a confirmation asking are you sure?

Are the usage meter and buy more link button on a different page? The View Usage and Buy More appears to be a button; and this appears appears to be a billing page. I'd be interested in seeing View Usage and Buy More page - naturally, redact any personal information.  

Hard to tell if the "Buy More Data" appearing in blue there is simply a label or a link.

P.S. Doesn't necessarily have to be April anybody who's actually bought more can describe it and show me the page - I has conspiracy theory ;)        
(Edited)
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A. Everett Neuman

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Hi April,
Contact Exede Kimberly at; exedelistens@viasat.com

Since this issue for you has been posted onto an unrelated post, they might not see your issues. If you do have any other issues like this, create a seprerate forum post. It is easier for them to monitor it.

My meaning is, this post was started by Sue Johnson, and they might have resolved her problem, then no longer monitor this post.

They will help you. Kimberly and Karmin both seem to right on top of any members issues, just provide them with your account info when you email them.

I looked at your billing image, and that is a LOT of Gig's per day. One more caution for security issues I would suggest, change your password for the login to myexede.force.com/.

Hope it helps,
Everett
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John McManus

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I'm a disabled Vet. I might be disabled but I'm not stupid! I'm appalled at how I'm being taken advantage of by Excede. I know how much data "should" be used during any online application. Seems to me they have their own timer to log your data even when your offline. Not very happy that a company would take advantage of me this way. This is not what I served for! I think this company owes restitution to many people. My last months bill came to $172.00 because I cannot be without internet. My normal bill is $59.78 a month. In my eyes, they saw that I needed more data and just kept running up my meter because they saw that I was willing to pay. I'm pretty upset after reading all these reviews....I feel violated!
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Exede Lindsey

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Hello John, I’m sorry you feel this way, we are dedicated to providing exceptional customer service, I would be more than happy to review your account and figure out where your data is being consumed based on your daily traffic categories. Some data consumptions that can be easily over looked would be: Storage, Updates, Apps, or Communications. The number of devices on your home network can also play a major role with usage. Please send us your account and contact info to exedelistens@viasat.com as soon as possible. Thank you.