Phantom data usage

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  • Updated 3 years ago
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Lots of phantom data usage in our household, and when I contact Exede about it, they say, "We have tools to help you identify how your data is being used." But when you ask them about it, no such tool exists, nor can they tell you how data is being used when every single device (including the modem) in your house is unplugged.

Note: This conversation was created from a reply on: How can there be Data usage when no one is home.
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Matt Brown

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Posted 3 years ago

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JEP

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Pretty sure you can't be using data when your modem is unplugged.  There can however be latent data reporting that does not occur until you plug your modem back in.  The only way you can verify Exede data usage with your modem unplugged is to check your Exede data usage with another Internet provider such as Verizon, or use the WiFi at McDonalds or your work place.
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Matt Brown

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Yep, have done all of that. Still used data. For example, the other day I bought an extra 1GB of data (we had gone over the cap, of course). As soon as the modem reset and the extra data showed up, I unplugged the modem. It stayed unplugged until the next day (about 25 hours later). I logged in from my phone, and that extra 1GB was used. LOL. This is a crazy service.
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CyberGhosT

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Sherry's thread hijacked  ? lol
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Peggy Braly Parish

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I had the same thing until I called them and they went in and told me ever place it was used. All sites. then after that call some how it stopped. Strange huh
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Mike

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I am having the same problem the thing that upsets me is the people you talk to do not care. I have called three times and I get the same story I used the data the only problem is I am at work when it is used even changed the password on my router it did not work. They were supposed to check into it to see where it went. Called back still no response.  
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Brad, Viasat Employee

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I'd like to refer to JEP's comment above in this thread. A lot of times "phantom data" is either delayed data reports or some devices are using your wifi. In addition automatic updates either by devices or Operating systems such as Windows 10 is the culprit. If you'd like for us to look into it, you're more than welcome to email us at exedelistens@viasat.com and we can pull up how the data is being used
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Mike

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I have already had them check this . the only problem is when it showed the data being used I was at work and no body can explain this. I live alone so there is no one here to use it. So from all I have read you all have a problem.  I have a mac book not windows . I would also like to say I honestly think Exede knows it has a problem but they won't admit it because there are far less people having the problem. That takes precidence over the problem and there are more happy people than unhappy and that's all that matters to them.
(Edited)
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Joshua

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Mike, what type of router do you have? Many routers can report how much traffic is sent / received over the WAN port. One thing you can do is to write down the number of bytes before you leave and then check it after you get home. If the number changes significantly, then you know that one of your devices is sipping data while you are away.

I use a RT-AC66 and the bandwidth graph separates traffic by WAN, WiFi, and LAN which helps me track down if it was a tablet / phone vs one of my desktops. It also provides some graphs which show usage in real-time / 24 hour period / daily totals over the past month.

Some devices that you wouldn't think can use a lot of data (Satellite TV set top boxes, Internet connected thermostats, etc...). Additionally, I've noticed a significant up-tick in data usage for Android App updates and Windows Updates which I've estimated uses approximately 70% of our data cap each month.

You may have to rely on selectively turning these devices off while you are out of the house to narrow down which device is the culprit. I really wish that there was a router manufacturer out there that would provide a more detailed breakdown.

One last thing, I have noticed the delay in data usage vs what shows up on my.exede.com; for me the delay is typically between 2 and 6 hours.

I hope that helps.

Joshua
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Lin

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after over two years with exede, well just good grief...I am not using that much data...The meter said I had used 5.4..now to my way of counting, I still had 4.6 remaining...I used 4.6 gigs in five days when I went the whole month only using 5.4. NO WAY. whats up with this? Where is my data going? And I read through this whole thread and Ive tried it all.
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Paul Fitzgerald

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I just sent an e-mail about this because our power has been turned off completely at the house since November and each month when I check it, the meter shows 1.2 to 1.5 GB of data used.
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Old Labs

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Try using the newly available My eSVT tool detailed in the following post:

https://community.exede.com/exede/topics/give-our-new-usage-tool-a-test-drive

It provides some minimal data usage history and may provide some insight as to whether any data is actually being consumed. Otherwise, it's most likely as Joshua states below. 
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Diana, Viasat Employee

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Hi Paul, From the email you sent, I escalated your issue. But as Joshua stated, the modem hold the data information. Engineers are working on correcting this.  When you are back in your home, please contact us so we can make sure you are at 0 GB.
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Paul Fitzgerald

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Thank you. We'll have to see what happens when the next month's start date rolls around, and once we get up there and power things back on.
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Joshua

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Hi Paul,

If the modem is powered off when your billing cycle resets, then the data usage doesn't reset properly. Exede customer care should be able to get it reset properly for you.

A reminder that you can also put your service on vacation mode when you are gone which significantly reduces your bill.

Hope that helps,
Joshua
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Bryon Barton

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Beware!  If you go onto "Vacation Mode", then when you come back and re-activate your service, your old plan is mysteriously "no longer available in your area".  However, another plan is suddenly "available in your area", except it has half the data cap and a higher price.
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Joshua

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Bryon,

It's good to know that by activating vacation mode you are actually "changing plans" and thus when you want to change back, your old plan might not be available in your area anymore.

Joshua
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Charnae Tutt

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satellite internet is a rip off. this is just as worst as Hughes Net.