Losing data

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  • Updated 5 months ago
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I may be late to this party but between the first of April, 2018 and June 24th reset of my data allowance, I was loosing 50GB of data in the two days following the reset.  I probably spent a total of over 35 hours on with Viasat trying to sort out the issues.  First, they said I couldn't be 'Losing data" but I was.  I took my computer down to the basics of four devices to try to isolate the source.  Viasat could 'see' the four devices and they 'saw' something else, but couldn't identify it.  They just left me to hang out and dry until I threatened not to pay them.  Whether that was the cause, the data stopped flowing out and I have my normal usage back.  No call, no explanation, no message. NOTHING!!  I want to know what happened!!  Viasat owes me that as well as three months charges for data that was stripped from my account.  You train your phone staff well.  I had reached "Corporate Resolution" by this point.  You can't find out the name of the president of the company or any other person who gives a damn.  
As everyone says, IF there were another solution, I would have been long gone..  
I'm sure this blog will be the end of it and I will never hear from another Viasat robot again.
Martha
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Martha VanLandingham

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  • frustrated

Posted 5 months ago

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Stephen Rice, Champion

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What was it that was using up your data?
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Jim16

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Once a month Viasat picks a name out of a pickle jar on Brads desk and that person gets their data "stripped" for that month....
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Ivan Bludnik

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Diana, Viasat Employee

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Martha,  Please send an email to viasatlistens@viasat.com.   Include your account and contact informationWe'll go over your account and try to identify what is or was going on with your data.  
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Ron Frank

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Sounds like my problem.  3 months in a row my data was GONE 14 days into the billing cycle with 30 to 50% of it in the first 3 days of the cycle.  Two weeks of our cycle we spent on "restriction," with speeds outside our free zone that never went above 1 Mbps.  One night it was showing 0.07 Mbps in a speed test.  Except for our free zone our internet was virtually non existent.  After the 3 months it suddenly stopped as mysteriously as it started.

NOTHING on our end changed when it started, and NOTHING changed when it ended.  We havent added or changed devices or our "online habits" in years, our neighbors are too far away to hack our WiFi which is password protected and we never have overnight visitors using out internet.

I dont care what people say, in all this time since I still find it amusing that it coincided with the roll out of "unlimited" in my area, and the fact that phone supports only recommended "solution" to our issue was "WE are using too much data" and we should "upgrade our data plan". 

That was several months ago now.  I think in the months since we have received 2 notifications that we have reached the 70% mark, we have not gone over a single time.  And again I must reiterate  NOTHING on our end has changed before, or since.

I was extremely happy with Exede once.  I know their service, and customer service were once good.  I recommended them to everyone.  Now, I tell people to stay away... FAR AWAY!  Its sad that my pure hatred of Hughes from several years ago is the only thing keeping me here.  I am sick of paying top dollar for horrible service, I am sick of the broken promises, and I am sick of the flat out lies.  If a new company starts tomorrow I aspire to be their first customer!
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GabeU, Champion

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NOTHING on our end changed when it started, and NOTHING changed when it ended.
Nothing that you know of.  Things change on devices all the time without people being aware of it. 
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Brad, Viasat Employee

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This is very true. Take apps for example: they update CONSTANTLY yet slip through the cracks unless something aesthetically changed. 
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Andy Schack

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Install a data usage app on EVERY smart device and you will quickly find your data serial murderer. Otherwise you may as well shadow box with the invisible man. 

Andy
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GabeU, Champion

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Do you have ViaSat connected to a DirecTV receiver, by chance?  A gaming console?  Claiming that ViaSat owes you doesn't make it so.  
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J&J

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I'm just more than amazed that people pay so much for this service and don't have any way of monitoring what uses the data.  They fly blind and then gripe when they hit a mountain. 

There are routers out there that will tell you about every single device and what apps on those devices used what data, down to the 100th of a MB.  They will show you when that data was used, hourly, daily, weekly, monthly and absolutely take the mystery out of where the data went.  People come here and dump a big diatribe on us like Ron Frank does, and he hasn't got a clue about what his system or even a single computer is doing with the data, he "just knows."  ViaSat is supposed to "baby" him?  It's like "poor Johnny, your Ice Cream is all gone and you swear you didn't eat it"  Well, look at the cat.

You stupid people need to take responsibility for your own lack of knowledge.  Get a router that has data statistics and tracking.  Get an ASUS RT68-U (or higher) and start looking at what's really going on in your house.  Don't come here blindly making accusations.  If you don't have a router that can show these things then you're proving you don't know what you're talking about.  It's called prejudice; condemnation prior to investigation.

If your car mileage varies wildly, don't gripe at the car company that you" have a bad engine.."  if your gas cap isn't lockable.  Get a clue.

Someone is probably making a fortune doing bitcoin mining using your computer out there.  But do you know about it?  No, it's all ViaSat's fault to you.

If you can't afford a $110.00 router, then having the Internet is out of your budget.
 

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Ron Frank

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WOW  real nice personal attack when you have no clue of my knowledge, my  budget, or what was done to investigate the problem back when it was occurring. 

We have 4 "devices" linked to our internet.  A desk top, a lap top,  a phone and a printer.  Due to our limited internet data the phone is set up to ask for confirmation before connecting to wifi, the printer stays powered off until needed so it doesnt self connect.  We confirmed everything was set to update manually or during our free zone.  In our "investigation" we did not simply "turn off" our PCs, we cut power to them for 2 days, yet we still showed data usage.

We have had a data problem twice in the past, which Exede did find and correct with compensation.  We were told on one occasion  "our modem didnt properly reset after an update, and was not recognizing our free zone" and was charging us for all data used during that time, proving it is possible, so please dont tell me there is no way any data usage problems MUST be on my end.

I am not that upset that I "lost data."  Its gone its over with, things happen.  Apparently, the problem has resolved itself.  Perhaps the miners are on strike.  The fact remains when I turned to Exede for help, I got none.  They didnt suggest powering down all my devices, they did not suggest an advanced router, they did not suggest a hacker mining bit coins, changing passwords, etc. the only thing they said was obviously my data was insufficient, and recommended upgrading to the "unlimited" plan.

So basically, my car is experiencing erratic fuel mileage, and I turn to a professional mechanic for help.  He does not suggest a locking fuel cap, or a leak test, or bad gas, or changing my driving habits, he simply recommends buying more gas, which he just happens to sell.  Sorry, he will not receive any more of my business.
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Jim16

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So the bottom line is you will never find out what is using your data.  You blame Viasat and that makes you feel happy.  If it goes  away, must be Viasat.  If it comes back, must be Viasat.
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Ron Frank

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No Jim, nothing got fixed or changed on my end.  I have no clue what or if anything got "fixed or changed" on their end.  Suddenly there was a problem, and just as suddenly there was no problem.  It was continuous for 3 months in a row, with the majority being used the first 3 days of my billing cycle.  If it was one month, okay, fine perhaps something updated I was unaware of, but 3 months straight, and the same 3 days each month after repeatedly checking to insure nothing was set to auto update?

If I was hacked and someone was bitcoin mining, so be it.  Or if something on my end updated, I will be quick to apologize and place blame where it belongs.  However, I am sick of constantly being being attacked, called stupid, being told I dont know what I am talking about for suggesting it may have been on Exedes end.  For lack of any better reason, the fact I have had issues in the past where it WAS on their end proves plausibility.

I am sick of everyone jumping on the bandwagon and defending the almighty Viasat and insisting the blame ultimately lies with me somehow.  They are not faultless or flawless, something could go wrong on their end just as easily as it could mine.  People who know little or nothing about the details of my situation purpose to know EVERYTHING simply because THEY have not experienced the same issue.

I disconnected everything except my modem, only because I have Exede voice for my home phone, their modem, their phone box.  I went all weekend with nothing connected to the internet at all, and Monday my dashboard showed another 10% used those 2 days, yet because the ultimate cause remains unknown, surely it MUST be on my end.

Honestly, what it all boils down to is the fact that after using or losing my data allowance I went into restriction, FOR 2 WEEKS, at which time my internet was completely useless outside my free zone.  It wasnt "slow," it wasnt during "peak usage hours" it was from 5:01 AM until 11:59 PM EVERY DAY!  If I was able to use my internet when it was happening, I wouldnt be even remotely as bothered by it.
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J&J

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WOW  real nice personal attack when you have no clue of my knowledge, my  budget, or what was done to investigate the problem back when it was occurring
But you don't have a problem attacking ViaSat.  ViaSat just doesn't have the prying eyes to look at everything that happens on your end, they respect our privacy to the extent they are exposed to speculation and conjecture for not knowing everything about your usage.  Your knowledge, or lack thereof, is obvious. You don't have any accounting system in place to provide evidence of use or error.  Your budget, I couldn't care less.  What was investigated in the past was all put on ViaSat Inc. to perform.  You accused and they defended.  

We have had a data problem twice in the past, which Exede did find and correct with compensation.  
Twice? and you still did nothing to protect yourself? A decent router could have showed you instantly by comparison that your free zone was not free and you could have been compensated much more.  You would have been in the superior position to argue about the loss.

I am sick of everyone jumping on the bandwagon and defending the almighty Viasat and insisting the blame ultimately lies with me somehow.
The blame does land on you if you have no evidence to show otherwise.  The burden of proof is on the accuser.  Get a method of providing proof and then your accusations will have more credibility and bite.  Everyone jumps on the bandwagon defending ViaSat when hollow accusations of wrongdoing appear here.  Fill that accusation with fact and we'll watch ViaSat squirm right along with you. 
 
  
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VeteranSatUser, Champion

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To the OP. As John McClane once said "welcome to the party pal!"
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Andy Schack

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You buy'in the screen doors or shall I. 

Andy
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John Postizzi

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@Ron Frank,
You said above "I am sick of everyone jumping on the bandwagon and defending the almighty Viasat and insisting the blame ultimately lies with me somehow. " 

We understand your frustration.

From what I can tell your frustration should be directed at only Judge & Jury and Jim16. They are the ones who are attacking you. Most of the other forum contributors are decent people.

The fact that Viasat has continued to let these losers personally insult well intended people such as yourself says a lot more about Viasat than it does about those hot heads. Judge & Jury and Jim16 have been blatantly attacking other people for years and Viasat is aware of that.

Other people have been banned from the forum by Viasat for offenses much less grievous than those by these forum attack dogs.
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Ron Frank

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John, I have no problem personally with Judge & Jury or Jim, they are both knowledgeable and I have agreed with them on many occasions.  There are many decent people on here INCLUDING THEM!  I have made these claims before and there is always someone who insists the problem was on my end, just because.  

I do however take offense and become defensive when a disagreeing party turns to a personal attack in an attempt to prove their point.  They condemn me with quotes like "no proven substance" to my allegations, while berating me with that same "no proven substance" to justify their allegations against me.

They did not experience the issue.  They are not the affected customer.  They are not the internet provider.  And I am reasonably sure they were not any of the Viasat customer service or tech support people involved in investigating the problem, but they seem to know everything about it.

I feel everyone is entitled to their opinion UNLESS their opinion is that I am not entitled to mine.  My data loss was "suspicious" and remains unresolved.  I found nothing on my end to justify it.  To me anything and everything remains suspect, however when people challenge me with some unwritten code that dictates Viasat must be held above suspicion ... it gets old.
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Andy Schack

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If this thread keeps going the way it is, I'm going to have to go buy more popcorn.

Andy
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VeteranSatUser, Champion

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Welcome to the party pal!
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Stephen Rice, Champion

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I just heard my toilet use water again. I really need to fix that thing.
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VeteranSatUser, Champion

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That's because you spend all that money on the garage!

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