overcharged

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  • Updated 10 months ago
for instance on 15 feb I went from 10.9 gb to 11.3 gb
to 12.3 gb on the 17th and now 13.0 gb charged for the 18th
As you can see on the 15th I only used 678 mb, the 16th I only used 38.4 mb,
the 18th I only used 970 kb
i opened a case and it was closed without a proper response and i was told to go online.
I am trying to get an off line case to keep open until
i get my problem of being overcharged fixed
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Milo Miller

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Posted 10 months ago

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Milo Miller

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This is my info:

NetWorx Per Day

Date Received Sent Total Dial-up
========== ======== ======= ======= =======
2/18/2018 683 KB 287 KB 970 KB None
2/17/2018 32.1 MB 6.28 MB 38.4 MB None
2/16/2018 158 MB 24.4 MB 182 MB None
2/15/2018 612 MB 66.3 MB 678 MB None
2/14/2018 98.9 MB 7.92 MB 107 MB None
2/13/2018 355 MB 56.1 MB 411 MB None
2/12/2018 1.08 GB 26.4 MB 1.10 GB None
2/11/2018 146 MB 32.7 MB 179 MB None
2/10/2018 453 MB 206 MB 659 MB None
2/9/2018 529 MB 27.3 MB 557 MB None
2/8/2018 432 MB 63.5 MB 495 MB None
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Milo Miller

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I was not online for all af the 19th and 20th and now i am cheated

out 14.6 gb charged vice no data usage.


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Old Labs (VS1-329-L12FZ)

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Provide some additional information with regard to your local/home network - devices used, router(s), which Viasat modem (there are now 3 different ones), which operating system(s) and version(s), etc.

For what it's worth, Networx (despite the name) only tracks usage on the device(s) it is installed upon unless you have a router that supports additional protocols that are not commonly found in consumer/residential models.

Without additional info and specifics, you'll likely receive any number of suggestions that may or may not apply to your circumstances - help us narrow it down to a few specific haystacks.

Or wait for a Viasat employee to weigh in with some guidance.    
(Edited)
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Old Labs (VS1-329-L12FZ)

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Actually replying  to your later post below.

Then you would do well to wait for an employee's assistance - this is primarily a very  public customer-to-customer support forum and we can't help with the feeling cheated issue or reconciling the perceived difference in usage stats. An employee can assist you in private via email exchange.  

While you have the chance, you may want to edit out the personal info below including account number.

Had I replied there , you'd be prevented from editing it - do it now before somebody else replies or follows your post below. But beware it's probably already been broadcast via email to anybody having notifications enabled and can't be recalled.

FWIW though, my router also tracks usage and analysis - but it also doesn't count wired traffic by design if I have a certain feature enabled (NAT acceleration) - yielding a discrepancy.   
(Edited)
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Milo Miller

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networx has all my devices on it and it checks the router for any additional
accesses.
Account number [REMOVED FOR SECURITY] 
please note that once again I am being charged for data that I am
not using.   I now have been cheated out of about 5 gb.
for instance on:
15 feb total data usage 678 mb    viasat stated 10.9 gb
16 feb total data usage 182 mb    viasat stated 11.3 gb
17 feb total data usage 38.4 mb   viasat stated 12.3 gb
18 feb total data usage 970 kb    viasat stated 13.0 gb
19 feb total data usage 0 usage   viasat stated 13.6 gb
20 feb total data usage 0 usage   viasat stated 13.6 gb
I only check for the whole days usage after 12 am.
This is similar to case 01526212 last month
viasat_feb
[NAME AND EMAIL REMOVED FOR SECURITY]
exede-wildblue-viasat
2 tablets limited online usage,  2 computers online, one not used.
As my router checks for any connection i get an accurate picture
of what i use when I use it. it even adds my printer info.
my data usage dates are from 23 jan to 24 feb so i feel cheated.
cece
(Edited)
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Bev, Champion

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Milo, this is a public forum, anyone can read posts here so, please DO NOT post account or personal information. Instead email Viasatlistens@viasat.com with that information as well as a link to this thread or, a description of your usage discrepancy and, ask them to help you via email.
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Milo Miller

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ok thanks .
 and I did request them to look into it by email, and they closed the case
prior to them replying or allowing me to reply and told me to re-call the phone. so
now all my time for the month is gone and they have now charged me 14.6 gb and I was
not even online for that date. This seems to happen every time they do maint?
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Milo Miller

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please check last month around the 15th - 24th and you will see that 1-15-2018 the same thing 
happened.
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Brad, Viasat Employee

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Milo we're going to need to look at your account, we can't do this on the forum. You will need to email viasatlistens@viasat.com 
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Milo Miller

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I have done as you requested and thanks for your quick and proper response to help me
..much appreciated. Cece