New Customer Data Usage Issue

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  • Updated 1 year ago
  • Solved
I believe I made a mistake. I had the Exede guys take down my Hughesnet Gen4 dish and put up an Exede dish. Thought this would be a better choice. I have had this new service for 1 1/2 days. I just got my account number and registered on the website. My data usage is 1.6 gb. I was not home yesterday. I do not watch movies, play games, my wife watched one youtube video today. I will pay the $300 termination fee and go back to Hughes in a heartbeat. I did not have this type of data issue at all with them at all. Three months ago I started building websites which required more downloads and uploads and ran into data issues at the end of the month. With a 1.6 gb data usage in 1 1/2 days, I'll be out of data in less than 10 days and I'll be an Ex Exede customer.
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Bruce Williams

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Posted 3 years ago

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Knight Rider

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Bruce there have been many posts about data issue's and people going over in matter of week or two.  Send email to exedelistens@viasat.com with your account/phone number and link to this post and they might be able to look in to the usage for you.  I too seam to have had higher them normal usage.  Thought I looked at my meter yesterday and was at like 8GB or so and not today shows I have used 10GB.  So according to there meter I used like 1.5GB of data yesterday.  Which is very high considering all I did was play my game online that i have played for 2yrs now on a different ISP


NR

Beam 335
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PoodleLady01

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Same dilemma here.  I have had Hughes net and this never happened.
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PoodleLady01

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As well I had Century Link and they never did this !! I just don't get it !!


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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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Shelly Patterson Evans

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We have had Exede for a little over TWO long years now. In our prior location just a few miles from our new house, we NEVER went over our allotted data allowance! Since we moved here in April 2014 we have gone over EVERY month! I cannot wait until Charter services this area better! Exede cannot tell us where our data has gone despite NOTHING has changed with our usage (cell phones, etc.) other than location. I do believe they are named appropriately...just spell it differently...should be EXCEED!


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Jimmy Job

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I have the same issue. Either they lie or I have no idea of what I do. I find it very telling that we can not view a connection log. From the dealer who did the install to now, I feel deceived and cheated by this company. I get less than half the speed that I pay for and data seems to evaporate even when the computer is off and I am not home. I will not be recommending them to anyone.
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Bruce Williams

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Oh, it gets better. Now I'm up to 2.6GB of usage. Haven't even had this service for 2 days. What a bunch of crap.
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Knight Rider

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There was a post here that there might be an issue with the meter in some cases.  Still I would send an email to the address above and see if one of the three team members can help you out and take a closer look to see whats going on.
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Bruce Williams

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I've got three emails sent. I'm very frustrated. Not expecting much, but we will see. I'm not going to measure cables and change all kinds of settings and perform witchcraft when I didn't have this problem before. Thanks KR for your kind response.
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Bruce Williams

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I didn't see a resolution to Catherine's problem at all. I may have missed something.
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Knight Rider

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No as of right now they are looking in to the issue and have not figured out the problem and a fix.  But they will let us know when they get the issue resolved. 
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Knight Rider

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You should have to change out any cables, I think that was mostly with the old wildblue systems and even then cable length shouldn't an issue unless its few hundred feet of cable.  Still even then it will affect performance not use extra data.  Form what I saw in one of the other posts the TRIA has about 50db gain on it so cable shouldn't any issue here.  I understand its frustrating I called the main help line for about the first week trying to figure out why my upload was faster then my download.  Finally I got on here and got a reply from Beau and he was able to tweak a few thing on there end and speeds have been great sense.  Just give them time to respond there are only 3 team members there handling all the social media sites.
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Bruce Williams

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Speed is fine............data issue is like water running out of a pail with a hole in it!
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Harold F Lalumondiere Jr.

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I had the service 2 days watched 3 movies and 9 hours of streaming. On the third day i was told i had to pay 90 dollars for my service to get rectified. On top of all that they tell me i share the service with the whole town. Thats crazy.
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Brian Shackelford

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Bruce - 

On the first day of my billing cycle this month I used like 2 GB of data.  I was up in arms as I knew that I did not do anything that day and there was no way it was possible.  I sent an email to Exede and they offered to work through the issue with me.  This has happened in the past on occassion (in a 3 year period) it did turn out to be a meter issue on those past occasions - although mine was with the free zone not properly getting accounted for.

Anyway - I also have a firewall that does traffic metering and while in the past when I have had this problem it disagreed with the Exede meter, this time it was matching what they said.  This meant that something had indeed used up 2GB of BW in a few hours.  After digging through all of our devices on the home network, I found a tablet that had been off for a while had been turned back on and ran a bunch of OS and APP updates.  In this case it turned out that Exede was right.

I have disabled all access to my internet except for the family laptop, my work laptop and my son's Windows 8 tablet he uses for school.  I have set all 3 to be metered connections on the wireless adapter and I have disabled all updates.  I have installed Adblocker on each device and so far I still have 7.6 GB of 15 GB left with 4 days to go in the month.  Last month I had about the same.

Long story short, there may be something you are not aware of using your connection.  Prior to taking control of my devices, all my kids and wife used their phones on our network.  Despite having autoplay for FB turned off and not watching any videos or streaming music, I was hitting my cap 2-3 weeks into each month.  Disabled access for those devices and now things hum along without me having to worry about it too much.  

The service folks should get back to you.  There are sometimes legitimately problems and they have always made it right for me in the past.
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Exede Lindsey

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Bruce, it was a pleasure to assist you. Thanks for your post. :-) 
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Dawn Spades

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Bruce, did you ever get the problem solved for data? I too, have just recently signed up and after 30 minutes of youtube, it went to 1.8. No other devices connected, no downloads, etc. It's very frustrating. I am sorry you are having issues as well, hope they were resolved.
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david, Champion

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That sounds about right for usage if you didn't change the quality way down from what it defaults to. Streaming video, except during the LNFZ is one of those things you can do on Sat internet, but shouldn't because it won't be  for long.
(Edited)
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Kaotic Technologies

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So what was the resolution, did they get you fixed up?
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JEP

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Dawn - At 1080HD, YouTube is about 1MB/sec so yes indeed, 30 minutes is 1800 seconds and would be 1.8 GB.  You need to set your resolution to something lower.
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Bruce Williams

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I went back to Hughesnet...............Yay!
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Jacqueline Tierney

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We have our eye on the Ultra Plan as we know from prior owners here that Hughes worked well at this location.  However, if the Liberty Plan performs well enough we'll probably stick with that for now as you well know there is always a risk that if you switch the other company might not work as well as you'd hoped.  Good luck and thanks for sharing your experiences here. 
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Hunt Sparra

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I have run into this also. I created a separate post but I supposedly used 12 GB in less than 24 hours with no video streaming. There was one large download but it was no where near 12 GB. I almost wonder if they have a software bug since it seems like others have "interesting" initial high usage.
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Exede Lindsey

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Hello Hunt, I can understand how frustrating it is not to know what exactly your data was being used for. I would be more than happy to view your account details and check your usage categories and see if we can pinpoint your consumption. Please send us an email to exedelistens@viasat.com with your account and contact information. Thank you. 
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Leonard Dunnam

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Exede is a true rip off and trust me their meter is wrong and they know it
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philip gaylin

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ditto to all these problems
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Virgil Huston

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I have been having these issues since January and Excede Help Tickets are responded to with the cut and paste from the data usage FAQ. I know all that. I told them I know all that. I do not watch videos and am very careful about bandwidth. Since January, I run out (and I have 25GB plan that is a waste of money) in one week or at most two weeks. However, throughout the entire billing cycle, the service is horrible. It is no different during the "free usage" periods. I have submitted my last complaint as I just got the 70% usage email after less than two weeks. If no satisfaction and some refunds, I am switching to Hughes Net. Excede was fine until January and my usage hasn't changed.
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El Wi

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Virgil, I have videos blocked on FB as well, but I believe it's auto play which is blocked, which does not mean it didn't download anyway. Mostly in the past couple of years we used less than the 70% alert amount in our whole month, but last month we ran right up to the line in usage. And this month got that 70% alert before the cycle was half over! I started loading several screens of FB just by quickly scrolling down, and then shutting off the wifi on my laptop. I can go back offline and read the posts though I can't click on any links or see all the comments or add anything myself. But I also noticed that some videos will still play for me when I click on them because they are already loaded into my computer ram. All that to say, don't count on that FB setting to save you any bandwidth.

I just put a bandwidth meter on my laptop and can watch the usage as I scroll down the FB posts and can see when ones here and there download a lot. It's easy to use 30 to 40mb in just a few minutes of scrolling down through your FB newsfeed. I am hating this sudden restriction of my internet usage that I've had to force onto myself due to the meter running up so quickly this month. I'm not sure what to do about it! Staying up well past midnight to use the internet during the free period clashes with daytime life!

And I also have to add that, like you noted, the connection has been awful the past month or more. On and off, on and off. And often so slow it's not worth sitting and waiting on it. Seems to coincide with heavy traffic times mostly, though not always. And after midnight can be just as bad or worse. So on top of unreliable connections and slow speeds it's also using too much data now.
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Virgil Huston

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Seven days into the new billing period and I have the "Its time to keep an eye on your data usage" email. That means I will be at 100% in two days. Unreal. All we do is Facebook. Excede is, of course, blaming it on Facebook auto play videos. I guess Facebook suddenly started sucking bandwidth in January. Doesn't really matter, in the Internet world of today, satellite with 25 GB limits no longer works. It is useless and a waste of money. $140 a month for horrible internet service is a ripoff. Not sure what I am going to do, maybe HughesNet, maybe a Verizon mobile stick, maybe even dial-up. At least with dial-up, I won't run out of bandwidth and the auto play videos will just not load. Even before I hit my limit, the Excede service is like dial up in how slow it is. I also turned off the wifi on my iPhone. That made no difference at all, seven days and I get the email, every month, no matter what I am doing. When I do stay up past 12 to use the "free period" is just as bad. I don't think there really is a free period. Completely disgusted with everything about Excede. I wouldn't recommend it to anyone. Huge waste of money.
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Harold F Lalumondiere Jr.

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I had the same issue
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Robert Applegate

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I had the same issue, Excede has been fine since I signed up with them till just the last couple of months, now I use up all my data in one day when we don't stream movies or watch video's till free time.
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Judge and Jury

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Dude....   You dredged up a post from 2 years ago just to say that?  
 
These post should auto-expire and lockout new comments after about 60 days of inactivity to keep grave-robbers like you in check.
 
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Hunt Sparra

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I would suggest looking at other alternatives and just eating the fee to end your account. If you do that be aware that Excede will end you account immediately even though you will be charged for the entire month.

I ended up using my cell plan data. For me it is quite a bit less for the same data. I get more data, faster, with far less latency. The big vendors sell wireless LTE modems. You can also get them for free with a contract if you would like, and they have a grace period. I should have known that any service that does not have a grace period should be considered suspect, at least the company. For what it is Excede is ok, their key differentiator being how they handle overages, which I consider excellent. Otherwise it is a subpar service, at least in my area.

Oh, and sense dropping Excede I have not had any huge, unexpected data usages. With my current provider I get a fairly fine grained usage report available online that is updated regularly throughout the day. I also determined that the large usage I experienced was not due to Google drive.
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Virgil Huston

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Thanks for your note. In the end, Excede Tech Support told me it was Facebook sucking all the bandwidth. I am getting another provider, no way it can ever get worse than Excede at $140/month for crappy service.
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Diana, Viasat Employee

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Hi Virgil, We want to keep you in the Exede
Internet family. What can we do to turn this around?

 
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Virgil Huston

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You can refund me money for horrible service since January, say $100 a month. What I have been getting isn't worth $40, but I am trying to be reasonable. Then, maybe you can see that I do not run out of bandwidth after a week when I do not watch videos, do downloads, or play games online. I am not holding my breath. You guys keep closing my trouble tickets when the issue has not been resolved. 
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Starring Matter

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Or, Virgil, you can stop using facebook for a month and see if you data usage drops dramatically.  If the idea of not using facebook or a month is impossible to comprehend for you, then, guess what, they are correct, facebook is what's using your data.
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Joan Grant

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It is nice (not really) to hear that everyone else has "crappy" service and it is EXEDE - supposed to have this great amount of bandwidth to use -- so why, several times a day do I see my modem with only a couple of lights showing or flashing all and then rebooting again???? We are supposed to have GREAT, FAST service not intermittent service and we are all getting dinged with lots of gigabytes used when we are only buying stuff on Amazon and reading our emails? AND this is just since 2014 - been a subscriber since 2007.
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FU

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Powering down my Exede modem when I am not on line seems to have helped my 100 MB per day data bleed. I just switched from Dish (Huges Net). Never had any problems with lost data on Dish. The dish counter always ran behind my SurplusMeter measurement. This is as it should be since SurplusMeter measures all ethernet traffic not just what goes through my modem. Exede will not help you. All you can do is leave. Actually, here is a question for Exede: How many MB in a GB? Maybe they just cannot count.
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FU

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Wow, I just noticed that this problem is marked solved by Exede. Apparently, returning to Huges net is the answer. That is what Bruce ended up doing.
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Knight Rider

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I only pay 49 a month for starters. I have the 10 GB plan same as Steve and I think Jep also. There are 4 of us using that 10GB with 3 computers and a tablet. And while I'm still on the 20GB promo right not have have been using most of it (simply because its there) when that's gone I still should have no issue staying under the 10GB. For anyone here having data issues send exedelistens@viasat.com an email with your account number and phone number and nicely ask for help on that matter and they will do what they can to help you figure out where the data is going.
(Edited)
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Virgil Huston

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I went for the max bandwidth as it was being used up in days every month. Didn't help. We have three devices and major usage is Facebook. No videos, no big downloads (although it seems that Windows security updates need to be turned off), etc. I am a web developer from the 90s when bandwidth was a huge issue. I frigging understand bandwidth usage. Everything was fine until Jan, 2015 when I believe Wildblue got subsumed by SuckCede. Have emailed that address multiple times and been nice. Doesn't matter. They blame it all on Facebook, they admitted we don't do videos or big downloads. It is all Facebook's fault. I call Bullshit
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JEP

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Actually, I have the 15 GB plan.  But, I do feed four Windows 10 PCs, one Windows 8.1 PC, two Android tablets, two Android phones and subscribe to Netflix on my BluRay player.  I also keep two Garmin GPS updated with the latest maps.  Obviously, I am a big fan of the LNFZ.
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Steve Frederick, Champion

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I am on the 10 GB plan, and am home all the time except for the months of July and August, when I am at my lake place. I have never had data problems, and usually use about 6 GB per month. I have a desktop and a laptop running Windows 7 and an Android phone on my wireless network. I run McAfee antivirus on my two computers and smartphone and allow all the programs to update regularly.  I seldom use the LNFZ, except to update my Garmin GPS. When the kids visit, with their tablets and smartphones, I do see my usage go up a bit, but they usually only stay a few days at a time.
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FU

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Someone asked about the data bleed. Checked usage last night, 0.8 GB used, powered down the Exede modem. Powered up about 30 minutes ago and used 15.4 MB of data on the net including this blog and checked usage. According to Exede I have now used 0.9 MB. About 60 MB of data just disappeared. I am the only one connected to my network and WiFi is not involved. That is a data bleed!

Steve, you are using only 200 MB of data on the net everyday. Not very much. I cannot do that because if I use 200 MB, Exede says I used 300 MB.
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FU

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Long thread. Clearly Exede and data usage do not mix well. To answer Virgil's question, I switched to Exede because I was out of contract with Dish and their satellite went down. My local installer had sent me a flyer about Exede so I decided to give it a try. He is a good guy and unaware of the Exede data usage problem. The Exede connection is far superior to Dish, it is about  10X faster on my system. However, the data usage difference makes it not that usable of a system. I have the modem powered down most of the day and only turn it on when I need to go online. The "free" period at midnight is nice, but I am rarely up that late unless it is necessary. It is my own fault for getting stuck in a two year contract with a company that cannot count data. I am in a rural location without any choices for internet other than satellite or cellular broadband which I tried and is really bad. I assumed I would have a grace period to change my mind about Exede and I tried to switch back after two days and 2GB of mystery data loss and found out about the consumer friendly "sorry you signed the two year contract, sucker" clause. I am on a Mac and I monitor my usage using SurplusMeter. It just never adds up with Exede, it always did with Dish. I am just hoping that in the next two years my local phone company will get broadband to my house. I would love to get an hourly update from Exede just to see where they think I am using data.

BTW, nobody from Exede answered my question about how many MB in a GB and the answer is NOT 1,000. 
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Jim, Champion

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"Giga" means "billion." A gigabyte is a billion bytes.
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FU

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Then why do ALL of the data usage counters use 1,073,741,824 bytes per GB and not 10e9 bytes per GB? Sounds like Exede is using semantics to skim 240 MB from a 10 GB account to me. Please show me where they define GB as 10e9 bytes.
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Old Labs

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See https://en.wikipedia.org/wiki/Gigabyte for an explanation but...

1 GB = 1,000,000, 000 bytes and ViaSat properly uses GB

1GiB = 1,073,741,824 and is frequently is interpreted as a GB.

 
(Edited)
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JEP

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Wonder what data usage counter uses 1,073,741,824 bytes per GB?  Where is it documented?  That doesn't seem to jive with conventional usage.
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FU

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Check out SurplusMeter, it uses the real number of bytes per GB.

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