no connection, data disappears

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1.) checking online, I see that many exede customers had the same problem I had last month, when on liberty pass we are getting completely cut off. I had this happen 4 days last month, for an hour or two up to 7 or 8 hours. this includes during the middle of the night. misprepresentaion of liberty pass plan.
2.) data usage metrics are off, way off. had hn for 2 years and hoped this would be better. speeds are better when I actually have data but otherwise this is worse. with hn at 10 gbs per month I could watch 3 hours of streaming, use wifi on my phone some of the time and last year had some months I made it all month on that, a few months ran out 2 or 3 days before end of cycle. first month exede out of 12 gbs in 10 days! called and was told it was Microsoft updates using 3 gbs. exede needs to get with Microsoft by the way to come up with some other option. win 10 does not let you turn off the upgrades. anyway, 2nd month, no streaming, cancelled Netflix, have phone off wifi all the time, turned off vids on fb and news sites. still used 12 gbs in 11 days. so far almost 4 days in this month have been turning off the modem for long periods of time, still used 2 gbs. measurements are wrong!
3.) data usage chart, customers need to see breakdown of exactly when and how much data is being used. this is not offered by exede net. have to depend on calling and whatever is told to us. not transparent!
4.) when I signed up I said that I did not want auto pay, was told I could change that option in my online account once it was all setup. that was not true, I got lied to. I need to be able to decide when I make my payments. problem is that my 2 direct deposits per month do not get to the bank on the date they are supposed to. it can be anywhere for 2 days early to 2 or 3 days late. this month my pension hit the bank same day as exede took payment. one day off and I would have had my account overdrawn.
5.) I did read the agreement before allowing install, but stupid me, I didn't think about the usual option to cancel in the first 30 days if not happy. well that is not offered by exede, surprise! not acceptable.
6.) if situation does not improve I am filing a complaint with our state ag. and with directv which is where I got this "package"
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Laurel Treat

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Posted 2 years ago

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Brad, Viasat Employee

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Hello Laurel 
I'd like to try to address each of your concerns and questions
1.) Liberty Pass should be between 1-5mbps during the mornings, afternoons and late nights. During peak hours (5pm-2am) your speed will drop below that. See our Liberty Pass page here: http://www.exede.com/liberty/ You do have the ability to buy more data to get out of Liberty pass and/or change your plan to something with a higher allowance of priority data at any time.

2.) There could be many things that could cause this to be the case. I will be more than happy to look into it for you. Some users and champions on here suggest a 3rd party monitoring tool. I can not recommend that as it's not our tool but a lot of times the delay in reporting usage can lead some to believe they are being improperly measured. Other issues can be background apps, windows updates (keep in mind even if the update is small the files that back up most likely won't be), additional devices, ect. 

3.)The reason we don't do a more detailed chart is because at a certain point it's a privacy violation/concern. Again some users on here are finding a 3rd party software gives them that sort of information. We will not due to privacy concerns. 

4.) Exede is a paperless billing company and we heavily encourage the use of autopay since we do not mail out copies of bills. You can call in and remove your payment method on file and make manual payments if you wish but again we heavily encourage autopay.

5.) Due to the high cost of installation we do not and have no plans to offer a 30 day trial period. This is a policy that many satellite based services adopt. Customers are able to go over the expectations of the service at the point of sales and our website has plenty of information discussing the expectations of a satellite internet connection. Customers can cancel ahead of the installation without penalty but once installed and the agreement is signed you are held to a 24 month agreement. In certain circumstances we can work with customers on the cancellation fee but waivers are only under certain circumstances. Granted this is a DirecTV sale I have had a few situations where Exede was offered when it shouldn't have been (namely metro Los Angeles....you don't need Exede there) so I allowed situations like that to be void of the penalty for cancelling. You can email me at exedelistens@viasat.com for a account review.

6.) By all means we are willing to assist you. You can call us 24/7 at 855-463-9333. You can chat with an agent at https://www.exede.com/contact-us-exede/ or you can email myself, Diana or Lindsey anytime at exedelistens@viasat.com we're in the corporate office and monitor our social media outlets such as this forum.

hopefully that addresses your concerns feel free to email me personally if you need to discuss this further.
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Laurel Treat

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one more thing, you suggested that I just buy more data or upgrade my plan. I am already paying more than my friends and relatives pay for cable and u verse, which are not offered here. I can't stream, do on demand tv or many of the other things in my home which most people take for granted these days. paying even more for less service seems kind of ludicrous.
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Steve Frederick, Champion

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Laurel, your comment about your friends and relatives getting much better internet service cheaper because they have cable reminds me of something that happened to me many years ago. I was trying to buy a fluorescent light bulb for my kitchen, and stopped by the local hardware store. When I saw that the bulb was $9.99, I told the store owner that it was on sale at another merchant for $4.99, but they were out of them at the time. The store owner replied quickly, telling me that when he was out of them, his price was $3.99.

Satellite internet has its limits, and for those of us in the rural areas not served by cable companies, we do have to pay a higher price and get lower data limits, and speeds too. I choose rural living over the congestion and noise found in the highly populated area. 
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Gwalk900, Champion

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You have to understand what a satellite connection is  and isn't.

Trying to compare a satellite internet connection to a ground based ISP is like trying to compare apples to pencils. There simply is no point of comparison,

Satellite internet is much more expensive because the satellites themselves are very expensive and have very short operational lifespans. A typical satellite may cost 500 million dollars plus millions more the launch into orbit. To that you can add the costs of insurance, NOC's and ground based Gateway facilities. Consider that the satellite will have a useful lifespan of about 15 years and then needs to be replaced.

Two-way satellite communication also suffers from how much data can be processed through it at any given moment before performance starts to decline.

Unlike ground based systems, a satellite once designed, built and launched cannot be repaired or have its capacity expanded ... it is what it is. It can only do just so much "work" at any one time hence the need for data limits.

I think your anger is aimed at the wrong organization. You should be angry at the ground based ISP's that refuse to expand into your area despite them having a much lower cost basis.


 

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Laurel Treat

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I had hughesnet for two years before this, I am a retired systems professional and I fully understand the differences between satellite and cable internet. I am not angry about the exede service, I am disappointed and I consider some things unfair. like the liberty pass ending up being no connection at all for hours at a time. that was not in the contract. in any case I made it 25 days this month instead of 10. I had already quit streaming and have my phone off wifi all the time. I wanted to save my data this month for shopping so I resorted to turning off the modem or disconnecting from wifi on my desktop for large parts of every day. I was able to finish my shopping. I do feel cut off from the rest of the world. my son bought me an echo dot for Christmas, lol, he forgot I don't have real internet.
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Laurel Treat

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I have talked to a couple of your reps and techs and had liberty plan explained except that having no connection at all is not what is advertised, explained or on your website. My most recent tech conversation the tech said that sometimes when there is a little of traffic some users might get bumped off for a little while. but I had no connection for anywhere from 3 to 8 hours for 5 days over a 10 day period. so that is not what is advertised.

I will look into getting a 3rd party monitor tool, except that will cost me more data :( I had to buy two more gbs last month so I could update my anti virus software.

will call about the billing problem.

what can be done about win 10 updates using up gobs of data?
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Old Labs

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With regard to a third party monitoring tool and since you indicate you're using Windows 10, consider Glasswire at https://www.glasswire.com/ -  the free version is sufficient for most of us and is about a 30 MB download. It will only monitor usage on the machine it is actually installed upon (so needs to be installed on all Windows machines if using a router).

The following links provide the common ways to minimize Windows 10 data usage (HughesNet users are being hit by increased usage there also when it comes to Windows 10 - as well as the new cumulative update strategy for prior versions of Windows):

http://www.groovypost.com/howto/manage-windows-10-data-usage/

http://merabheja.com/internet-data-usage-in-windows-10/

Unfortunately the biggest usage impact (updates) can only be deferred if you're using a wireless connection (requires that you have a wireless router and Microsoft still refuses to acknowledge that wired connections can and are metered also). There are some registry hacks to do so As well as disabling the WIndows Update service  - but I suggest searching for them.
  
(Edited)
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Laurel Treat

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Thanks! I will check those out. I have this desktop (yes, old school) for a year and it came with win 10. I am treasurer for our HOA, and have the board laptop that I use for billing etc and upgraded that one to win 10 a while back also. The hits to my data were not as noticeable on hughesnet I guess. my 10 gbs of data there allowed me 3 hours of streaming per month plus wifi on my phone and lasted me usually 22 to 28 days per month. now with exede and no streaming or wifi on my phone my 12 gbs are only lasting about 10 days. so of course the updates are a big chunk, like 25%. In any case I guess I will have to start expensing the board whenever I use the laptop....
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Christine Conrad, Champion

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Laurel, one thing that has caused so much more data to be consumed lately is the fact that Microsoft has changed the method of providing their updates to Windows 10. The used to provide updates, usually once a month, that were fairly small in size. These updates took care of recent bugs they discovered. Starting in mid summer, after the Windows 10 Anniversary update, Microsoft changed their update policy so that now their updates now include not only the latest update, but also they are including all the updates from the previous several months, even though your computer may had already installed them. This means that update data gets downloaded including the old updates, so their updates are typically in the 500 to 900 MB range, as opposed to the old policy of just sending the new updates, usually under 200 MB in size. Apparently Microsoft is concerned that some users are not installing the updates as they come out, and want to be sure they get the updates to all the computers. The Microsoft programmers have no regard to the  many users who have metered or limited data available to them.

If you were to check out the Hughesnet forum, there are many of the same complaints about how their data is being consumed faster now. Between Microsoft, and website designers in general, much more data is being included in each page you view. This definitely is causing those of us satellite internet folks to see their data disappear or get consumed much faster than in the past.
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Gwalk900, Champion

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In addition to what Christine posted above we also have a recent change in behavior with Nvidia video drivers that is having a huge impact on users:


Disable Nvidia Telemetry tracking on Windows
By Martin Brinkmann on November 7, 2016 in Tutorials - Last Update:November 7, 2016 22

Telemetry -- read tracking -- seems to be everywhere these days. Microsoft pushes it on Windows, and web and software companies use it as well.

While there is certainly some benefit to it on a larger scale, as it may enable these companies to identify broader issues, it is undesirable from a user perspective.

Part of that comes from the fact that companies fail to disclose what is being collected and how data is stored and handled once it leaves the user system.

In the case of Nvidia, Telemetry gets installed alongside the driver package. While you may -- and should -- customize the installation of the Nvidia driver so that only the bits that you require are installed, there is no option to disable the Telemetry components from being installed. These do get installed even if you only install the graphics driver itself in the custom installation dialog.

Disable Nvidia Telemetry tracking on Windows

nvidia telemetry<img class="alignnone size-full wp-image-126031" src="http://cdn.ghacks.net/wp-content/uploads/2016/11/nvidia-telemetry.png"; alt="nvidia telemetry" width="820" height="557" srcset="http://cdn.ghacks.net/wp-content/uploads/2016/11/nvidia-telemetry.png 820w, http://cdn.ghacks.net/wp-content/uploads/2016/11/nvidia-telemetry-660x448.png 660w, http://cdn.ghacks.net/wp-content/uploads/2016/11/nvidia-telemetry-768x522.png 768w, http://cdn.ghacks.net/wp-content/uploads/2016/11/nvidia-telemetry-100x68.png 100w" sizes="(max-width: 820px) 100vw, 820px"/>

Most users who use PCs with Nvidia video cards probably don't even know that they are tracked by the software. The Nvidia telemetry service runs in the background on user log on, and additionally once a day.


The complete article can be found here:

http://www.ghacks.net/2016/11/07/nvidia-telemetry-tracking/


The landscape as it pertains to privacy and data usage has changed dramatically and not for the better.

 



(Edited)
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Laurel Treat

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also, I am treasurer for our HOA here and do most of the board paperwork, so I have the board printer here, a nice late model office jet. I turned off web services on it. but with keeping my modem off I discovered that I could set my network printing to use local connection instead of tcp. that may have saved me some data also. in any case, I moved to the country 2 1/2 years ago when my husband and I split up. I do love my little house, the back of my property is a lovely woods. The subdivision is on a private 18 acre fishing lake. so I love all of that. but....  there are downsides, like too much driving to get anywhere, no law enforcement, high taxes and no services, and the internet situation. so I have decided to sell out and move back to my previous neighborhood next year. not country, but a nice semi rural town with services and people. I'm just too old for this stuff.