Over my data limit?

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  • Problem
  • Updated 3 years ago
  • (Edited)
Every single month we are supposedly going over our limit of 25 GB.  Please understand: I am 53 and work full time out of the home, and my husband is 64 and not at all tech-savy.  We get on Facebook, he goes to his forums and reads, looks around and sometimes replies.  I play light-usage games on my cell phone, but more often than not, I am using cellular data and not the internet - and I NEVER go over my 6 GB cellular data limit, or even come close to it.  We do not download movies. As a matter of fact, we rarely even play the Facebook video clips because it takes so long to load. Very rarely I download a song - NOT and Album, a SONG.  Sometimes my husband uploads a photo or two at less than 2 MB each, but never huge numbers or file sizes. (A heavy month might be 144 MB, total). All of this is to say that there is absolutely no explanation for my internet to be "throttled back" as I read on here, by the first week of the billing cycle, and no reason for us to use and go over 25 GB.  My contract isn't up until July of 2016.  What is the fee for ending the contract early?  I have tried to talk to the company and I just get the stock, "I understand your frustration" (no way in heck you do!) or "I'll be glad to go over your usage with you" (you have, and you couldn't tell me anything except in the vaguest of terms that mean nothing to even you!) and my favorite, "I'm looking at your speed right now and it is fine" (you seriously think I took an hour out of my day - an hour I can NEVER get back - because I wanted confirmation that my speed is FINE?) I will tell everyone I know of my exede experiences.
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Katie Foreman

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Posted 3 years ago

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Brad, Viasat Employee

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Hello Katie,

I'm sorry to see you're not happy with your service. To address your data concerns, we will most likely need you to email us at exedelistens@viasat.com with your account information (this is a public forum so hence the email request) and we can take a look at how the data is being used. The thing about us being able to see how your data is used is that we can see basically category types. For example if you have 4-5 devices and most of your data being used is due to web browsing, we cannot see which device used it more, what sites were used or what content on the site could have caused data consumption. Same applies to online marketplaces, social networks, ect.

If cancellation of services is the route you'd want to go, the early termination fee is broke down to $15 per each month left on the agreement. However, we'd rather you remain a customer and would like to try to keep you. You can call us at 855-463-9333. 

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