massive data usage

  • 4
  • Problem
  • Updated 2 years ago
  • In Progress
  • (Edited)
I purchased $30 additional usage (3gigs), in 3-4 days. I have talked to CS reps numerous times from November 1st to November 7th 2016 (one of them said usage was my fault).  I DO believe we have enough problems in our life without exede/viastat not providing adequate service or CS representation.  Finally, I think the glitch is fixed, but what about reimbursement (which I mentioned in my messages) for usage that was their fault!! I am not getting any response from Viastat on this issue and billing is coming up in 6 days.  I want to be reimbursed if I am charged this additional usage, or SOMEONE TO REMOVE THESE ADDITIONAL FEES before the 16th of this month.   This a lawsuit if these practices continue.  I am saving messages in my documents because this is too much to tolerate.  I feel as though I am left in the twilight zone, wondering who takes care of your issues as exede/viastat do not email you with any resolution from your numerous customer service contacts......it is all done in the community and blogging everywhere!!  It is nuts!
Photo of Joan Vannortwick

Joan Vannortwick

  • 37 Posts
  • 13 Reply Likes

Posted 2 years ago

  • 4
Photo of Michael Fincham

Michael Fincham

  • 3 Posts
  • 4 Reply Likes
Same boat here. Paid 50 dollars.. data was gone in minutes.. all PC's off
(Edited)
Photo of Joan Vannortwick

Joan Vannortwick

  • 37 Posts
  • 13 Reply Likes

I seen your complaint too......it is unacceptable to deal with this!!

Photo of Joan Vannortwick

Joan Vannortwick

  • 37 Posts
  • 13 Reply Likes

I find this community chatting to be utterly ridiculous.  It works for people looking to add drama to their life, their bored or love hanging out in a chat room.  Nothing is being resolved by posting your issue and chatting with another person having the same issues!!!!  I just want simple internet with proper customer service and follow through.   Exede is none of this.......they cause more stress than service!!!!


Photo of Exede Sux 4 Real

Exede Sux 4 Real

  • 49 Posts
  • 27 Reply Likes
 All I can say to any of you is good luck. I have given Exede the benefit of the doubt for months. Worst Internet company I have ever dealt with, You can contact them and give them your info and they will check it for you. 90% of time, I am willing to bet, they will tell you it is your fault or a download issue. I personally unhooked everything but their modem when new block started and it used up 10gb in 6 days with absolutely nothing on or connected. When I contacted Exede, they simply said they could not figure it out other than their modem ate up my data.

Exede knows they have people over a barrel because of lack of choices or we wouldn't be using them. I have dealt with them, repeatedly, only for them to be rude and condescending because I actually wanted good service for the high price I pay. I have been with them since March now and never, not one month have I made it past 4-5 days without losing all my data. I refuse to pay them more money for more data when they are over charging me for their service to begin with. All I can advise is to stay in contact with them and pray they change their ways. They won't but we can all hope. Good luck and welcome to the horrible world of Exede.
Photo of Joan Vannortwick

Joan Vannortwick

  • 37 Posts
  • 13 Reply Likes
I know DISH offers internet as well, as soon as I am ready to deal with changes again, I will switch.  I also feel that exede/viastat should be reported to the BBB and further as they recommend.  I have been, just like you, calling all the time with issues and they tell you "we are going to escalate it to a higher level", and you never hear back or have the issue resolved.  I have been documenting many examples.  It is just insane and they just don't seem to give a "F&&&"!!!  
Photo of Steve Frederick-VS1/Beam314

Steve Frederick-VS1/Beam314, Champion

  • 2797 Posts
  • 1764 Reply Likes
Joan, just so you are aware, the internet that DISH offers will be one of two satellite internet providers, the only two, Exede or Hughesnet. It will be at the option of the installer to install the provider he or she represents. Same thing with the AT&T/Directv internet.
Photo of Joan Vannortwick

Joan Vannortwick

  • 37 Posts
  • 13 Reply Likes

Thank you!  I appreciate the advice!!  


Photo of JEP

JEP

  • 987 Posts
  • 718 Reply Likes
Windows 10, smartphones, smart TVs, Blu-Ray players, X-Box, etc. have made it very difficult to control data consumption.  None of these are designed with satellite users in mind.  I went for many years using 10-12 GB per month, but the last year or so it has become almost impossible to keep my usage under 30 GB per month.  I have written many posts in this forum advising people how to control their data usage, but I have given up on beating that drum, because I am finding it so difficult to control myself.  I use third party measurement systems that verify that Exede's usage numbers are indeed accurate for me.  This morning my PC sucked down almost 1 GB to update NVIDIA video drivers.  At the great data rates provided by Exede, this can happen in the time it takes to make a grilled cheese sandwich.  (Yes, that is my benchmark)
Photo of Joan Vannortwick

Joan Vannortwick

  • 37 Posts
  • 13 Reply Likes
All I can say is, for myself, I have never used more than 10G per month in the three years I have been with them.  November 1, 2016 is when I developed the massive data usage issue, and I am not alone.  I believe exede is trying to force customers to upgrade their usage plan due to greed!!  They need to be reported to the BBB and beyond, and let someone monitor them for a change!!  We, the customers, need to find another provider, notify all parties of a new email address, and re-learn another provider software which is causing unnecessary stresssssssssss!!!  I have read a lot of messages and there are many who had the same issue around the same date. Whatever the problem was on November 1st has since been resolved.  Can you find an explanation for this?  Thanks for your comment!!
Photo of Exede Sux 4 Real

Exede Sux 4 Real

  • 49 Posts
  • 27 Reply Likes
Jep, you always have insightful posts. The fact is the whole data usage thing is a ripoff. People should not have to jump through all these hoops for basic internet, I know I don't. Like I said, we tested my system and with only their modem hooked up, I went through 10gb in 6 days, and noone with Exede has an answer. We here in rural America are just waiting for our fiber optic next spring so we can be done with Exede
Photo of JEP

JEP

  • 987 Posts
  • 718 Reply Likes
Good luck to you Ron.  If I climbed on top of my house, I think I could see the tip of the Washington Monument with binoculars, I'm that close to D.C., but Exede is still my best option for Internet.
Photo of Sean Landers

Sean Landers

  • 2 Posts
  • 1 Reply Like
JEP,
What third party measurement system(s) do you recommend?  I haven't looked at any yet but after asking Exede about improved monitoring or just monthly documented total usage time and time again I'm ready to try a different approach.
Photo of JEP

JEP

  • 987 Posts
  • 718 Reply Likes
Glasswire, Bitmeter, or Networx will monitor usage on your PC.  The best solution is a router loaded with DD-WRT or something similar that will monitor usage from all devices in your home.  Even Windows 10 will now tell you how much each application is using on your computer over the last 30 days.  Like I said, I have meticulously monitored these usages for years and never found a significant discrepancy from what Wildblue/Exede reported.  I do run my Windows 10 as metered connections, but that has its own problems like constipated updates.  The chart below is my data usage this billing cycle.  The little step ups are software updates.  Even my NVIDIA video card decided to do a 600 MB update the other day!
Photo of Joan Vannortwick

Joan Vannortwick

  • 37 Posts
  • 13 Reply Likes
I am at a loss for words, as exede is causing such undo stresssssss!!!  I have had other issues with them, and they never address them appropriately.  Very poor business practice!
Photo of Diana

Diana, Viasat Employee

  • 2244 Posts
  • 424 Reply Likes
Joan, I can certainly understand your frustration with the amount of data it takes to do anything. The reasons are due to the changes in the web designs and what is being added in a single web page.  It is chuck full of information. Web pages today has games, streaming music or videos, news, weather, traffic reports, etc and all use data. 

Viasat/Exede gets it and  we are in the   process of launching a new satellite and new plans in 2017.  
We want to provide the best possible data plans and prices for our customers all of the times. Stay tuned
Photo of Joan Vannortwick

Joan Vannortwick

  • 37 Posts
  • 13 Reply Likes
Hello, may I please make you aware that since I complained on Thursday, the massive usage problem is fixed.  So those days where I was purchasing EXTRA USAGE AT $10 A WACK ($30 total in 3-4 days), I want and deserve a refund.  There is something wrong on your end.  I am not a heavy user and I have been shutting down the computer at night just to enhance this whole picture. 
Photo of Joyce Whitsey

Joyce Whitsey

  • 1 Post
  • 2 Reply Likes
I hope a solution is found. I never had a problem with my data until these last 3 months. I don't know what is happening. Now about 2 weeks after my billing cycle I get  a reminder that I have used 70 per cent of my data. I am going to wait another month or 2 if this keeps happening I will just use my phone for internet because I feel I am not getting what I am paying for. I am not a heavy internet user. Pay bills surf the web sometimes check mail that it.
Photo of Joan Vannortwick

Joan Vannortwick

  • 37 Posts
  • 13 Reply Likes
I totally agree......problem is just in recent days for me.  There is something going on here but it is easier to blame the customer and get them to UP THEIR USAGE PLAN.   I believe the current $60/month is sufficient for any normal household and should not go any higher.  I don't have a business, I don't play video games or watch movies, etc.  Thanks for your comment
Photo of david

david, Champion

  • 544 Posts
  • 389 Reply Likes
Have you actually measured your data usage with something like Glasswire or a router or are you just assuming you aren't using the data Exede says you are?? If you're using Win 10 you probably are using the data.
Photo of Joan Vannortwick

Joan Vannortwick

  • 37 Posts
  • 13 Reply Likes
1: I don't have or need windows 10.......I just want simple internet.  ..........
(Edited)
Photo of Exede Sux 4 Real

Exede Sux 4 Real

  • 49 Posts
  • 27 Reply Likes
Again, I find it funny, that these people want us to download this and check that when no where I can find in Exede's sales agreement that we would be going through all this crap just for simple internet. I never, EVER had to do this with any other internet company. You shouldn't have to go through all of this just to have usable internet through the entire month, not just 3-4 days a month. This charging for different Data Usage plans is plain and simple a RIPOFF!!!
Photo of Joan Vannortwick

Joan Vannortwick

  • 37 Posts
  • 13 Reply Likes
Thanks for your feedback.  I so agree!!!
Photo of Michael Fincham

Michael Fincham

  • 3 Posts
  • 4 Reply Likes
Just got my... "it's your fault" email... typical
Photo of Joan Vannortwick

Joan Vannortwick

  • 37 Posts
  • 13 Reply Likes
I got mine too!!   Do you feel your problem was solved?  Mine.......NOOOOOOO!  Exede is implementing new 2017 usage plans.  This is their answer to the already massive problems that exist........create more!!!  It is all about greed!!  Exede you need to take care of your customers that you say "we appreciate your business" first, don't you think?
Photo of david

david, Champion

  • 544 Posts
  • 389 Reply Likes
I take your answer as a no, you're not monitoring your data usage so you really don't know whether you're actually using the data or not.
Photo of Joan Vannortwick

Joan Vannortwick

  • 37 Posts
  • 13 Reply Likes
YES I DO.....NOT THAT I NEED TO NOTIFY YOU WISE GUY!! 
Photo of Mike Thornock

Mike Thornock

  • 5 Posts
  • 0 Reply Likes
I found that I had to scour the internet for ways to control unnoticed data usage.  I make sure that all updates are scheduled for after midnight--no automatic updates on ANYTHING!  Even if I have to get up early or stay up late.  I turned everything off on Cortana, and I made sure that autoplay (ads, FB videos, etc are turned off. This is the first month since I did all that, and with 8 days to go until my new billing cycle, I still have 4.3 GB out of the 10 I purchase.

The local rep/installer has been terrific to deal with.  When I have a problem, I call him.  He can check my data usage and troubleshoot for me.  He's my go-to person before I ever try to call Exede.

We're into it a year now, and I just found out that a local internet provider is going to build a tower directly south of us, clear line of sight.  Woo hoo!

Julie
Photo of Gwalk900

Gwalk900, Champion

  • 451 Posts
  • 471 Reply Likes

Joan,

The "internet landscape" has changed drastically. More and more web sites have auto-start embedded videos, ads and scripts that use precious at an alarming rate.

Windows itself has made some terrific changes ...... Win10 Auto-updates, "telemetry", update/failure/re-update loops using many GB's of data.

Video card/chip manufacturer Nvidia is now collecting "telemetry" via its video card drivers so there goes even more data up in smoke by background processes many users are not even aware of.

It is essential that a user understand the "shape" of their Network and all of the possible connection paths. Below is a re-post. Please read it. It should provide you with a road map of sorts as to where data is going and the tools you have to track it .. primarily your router and a program named GlassWire:


In the Way Back When ..... a residential subscriber's "Network" would look like this:


Even the above is more complex than at first meets the eye. A single computer has 65,536 comm ports that can potentially connect to the internet.

Some of those are going to be very visible. Port 80 is used by browsers. You can "see" that the browser is open, that the browser "program" is up and running. If we open an email client program such as Thunderbird we can "see" the program running and we know that two more ports are connected, one each for incoming and outgoing mail server connections.

That leaves thousands upon thousands of ports that can connect unseen in the background and not only consume data but cause programs that we know are running to appear to run slowly because of the concurrent connections.

Now the above is on a single directly connected computer. Any data usage is going to be confined to this single machine .. but this single computer has a much larger "territorial surface" than many users are aware of.

In addition to the above from the Way Back When the internet has undergone some drastic changes. Webpages are no longer static text based web pages but are instead very complex sites made up of many "modules"  that contain auto-start videos, auto-refresh graphics often in high resolution, numerous scripts and a host of other little details that use data like mad.

The only real way to tell what is running ... forefront and background is with a program like Glasswire.

 

Glasswire will ID every program and process running ON THE SINGLE WINDOWS BASED COMPUTER  upon which it is installed.

This is going to work very well for the above shaped "Network", that being a single computer connected directly to the modem.

In the past "Networks" were simple, the internet was less "intensive" and the majority of Hughes users were somewhat "Geeky".

It used to be that anything more complex than that shown in the above example was related to businesses. Those businesses knew their personal limits and contracted for Network setup and administration. They had their own "IT Departments".

Residential routers came on the scene and they allowed users to add more and more devices. Each of those devices multiplied the number of potential leaks. All of the above .. per device ....

The complexity really multiplied but the knowledge of the average user did not keep pace.

Lets look at what a typical user "Network" looks like today:


  

The number of "connection paths" has skyrocketed and along with it the potential for "leaks"


Lets look closer at a router:


A router consists of three potential traffic areas:


#1: Its firmware/hardware:

This would include automatic update checks, Remote Access accounts/vulnerabilities, WPS settings/vulnerabilities and "front end" username/password setup to name a few.


#2: Wired LAN connections and the types of devices connected as well as their settings. Specifically end users not understanding the differences between "hard off", "sleep" and "hibernate" as well as other system settings such as Wake On LAN, Wake On Ring and even extending to "scheduled tasks".

We need not even go into the details of forced updates and data "sharing" inherent to Win10 and being back ported to Win7/8/8.1


#3: We come to the most difficult to control ... Wireless activity


We can start with what encryption level, if any, has been set up. We also need to consider the username and password that limits access to the routers front end so that unauthorized users can add themselves to the wireless users list. It needs to be changed from the default values.


We also have the multitude of settings of the many types of devices that can connect wirelessly be they computers, notebooks, tablets, cell phones or even thermostats.


It is often not apparent when all apps on all devices have had their update ability turned off. Very frequently an update will cause other settings to change to their default values.


Considering the number of "connection avenues" provided by a router it is mandatory that it be included in any troubleshooting steps ...


If you are missing data:

First run a modem isolation test to see if the fault is with the modem

If not, then simplify you "Network" by removing the router during the troubleshooting phase and install Glasswire.

If you insist on not removing the router then replace the router with one that will track data usage per device.

Here are some screenshots of my Asus RT-AC3100:





Finding leaks is not easy.

Divide and Conquer is the name of the game.


Photo of Markgc

Markgc, Champion

  • 337 Posts
  • 92 Reply Likes
Fortunately I am still using a "way back when" setup with my pc and Win 7.
Photo of Joan Vannortwick

Joan Vannortwick

  • 37 Posts
  • 13 Reply Likes
Thank you for your input but I am not looking to become an engineer in order to have simple internet service.  You are a very smart person Markgc....that is why your name is Champion!!
Photo of Gwalk900

Gwalk900, Champion

  • 451 Posts
  • 471 Reply Likes

Simple Internet would mean that you need to have a Simple Network.

I would define that as a single computer running Linux Mint Cinnamon connected directly to the modem.

That would simplify things greatly as long a any streaming was done with a eye on the usage meter.

 

Photo of Exede Sux 4 Real

Exede Sux 4 Real

  • 49 Posts
  • 27 Reply Likes
Exactly what I have been saying all along.. Everyone has a ton of hoops they suggest you jump through just to have basic high speed internet, although Exede is far from High speed. Why in the world do we need to do all these things for internet service, I have never, EVER had to deal with anything of the sort until now. Complete and total rip off
Photo of Joan Vannortwick

Joan Vannortwick

  • 37 Posts
  • 13 Reply Likes
Another reason EXEDE is horrible.....is they actually have the time to go in and read all these messages/issues that are floating around the universe (the community) looking for resolution going in circles and end up no where.  They have the nerve to end some of the conversations that are going on because they cannot handle the truth......they royally suck!   I pay $60 a month for what???????  Exede, take care of your customers you have now and delay implementation of your new usage plans for 2017 which I think is a reasonable request!!!!!!!!!!
Photo of Joan Vannortwick

Joan Vannortwick

  • 37 Posts
  • 13 Reply Likes
This is all good for those who want to become an engineer to have simple internet service.  I am actually a disabled Medical worker and I simply do not have the tolerance for exede's poor business practice and blaming the customer for everything.  I just want a simple internet plan and that is not too much to ask for the $60 a month I pay.  I do not have a usage problem, I do not play computer games or watch movies.....any of that extra stuff that would cause massive usage.  Up until November 1st 2016, I had not experienced USAGE issues. I believe exede is playing around with the computer again because they are bored and looking for something to do (instead of focusing on the customers they currently have)!!!!
Photo of Joan Vannortwick

Joan Vannortwick

  • 37 Posts
  • 13 Reply Likes
I don't believe I should have to be coming into this "community bullshit" to solve a simple issue that should be done by exede/viastat customer service and their executives, lol, and not its customers who are paying for this service.
Photo of Old Labs (VS1-329-L12FZ)

Old Labs (VS1-329-L12FZ)

  • 3890 Posts
  • 3968 Reply Likes
Then simply don't.

Reading through all of your BS, it's clear that you don't understand the purpose or intent of this forum - it exists so that customers such as myself, you, and others can provide self help to one another in addressing issues that are not related to the ISP itself - sorry, your going over your data limit paying an additional $30-$40 for 3-4 GB of extra data is nobody's issue but your own.

You've repeatedly ignored everyone's advice on how to document and verify the accuracy of the usage meter. Until you do so, you won't be able to stake any claim against the usage meter's accuracy.

ViaSat has no responsibility to monitor your data usage in any detail whatsoever and very few of us would appreciate the privacy violation that would necessarily incur - that responsibility rests solely with you Joan (the same goes for Ron).

If you come into the public square, be prepared for disagreement - if you seek a safe place, go through the private customer support avenues,
Photo of Exede Sux 4 Real

Exede Sux 4 Real

  • 49 Posts
  • 27 Reply Likes
LOL, you are amazingly smart and intuitive Old Lab, LOL When exede can explain how I used 10gb in 6 days with nothing on but their modem, then you can run your mouth, You are always a smartass and talk down to people, problem is, I'm way too smart for your game. I did a test for usage and it was simply to have nothing on and just have their modem running. Exede told me they had no idea how it used up my data. Keep posting like you know something about my situation, YOU DO NOT!!!
Photo of Gwalk900

Gwalk900, Champion

  • 451 Posts
  • 471 Reply Likes
Welcome back Old Labs. How are those stress levels doing?
Photo of Steve Frederick-VS1/Beam314

Steve Frederick-VS1/Beam314, Champion

  • 2797 Posts
  • 1764 Reply Likes
ron, I do not know anything about your situation with Exede. What I do know is that you are rude and you are violating the rules for this forum with your slams at people who are only trying to help people grasp what is going on with their internet service.
Photo of Markgc

Markgc, Champion

  • 337 Posts
  • 92 Reply Likes
You don't want to be an engineer as you will be out of work but I bet a medical worker isn't unemployed.
Photo of JEP

JEP

  • 987 Posts
  • 718 Reply Likes
Went into Liberty Pass mode last night, so this morning I let my laptop do its Windows 10/Office 2016 updates.  Speeds are pretty good (3-5Mbps) for a Sunday Liberty Pass and have pulled down 5GB of updates so far and still going.  Last time I updated the laptop was in August.

This conversation is no longer open for comments or replies.