Problems with BW useage and Service Dept..

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Three hours into a new service period, I went from 0% to 70% usage. I called and was given a bunch of maybes and what ifs, but was advised to call the Service line as they would have the exact method to see what had happened. Not only did they not have any clue as to what data was being used, the person went on to tell me that he was sure that video streaming consumed 8 GB per minute and watching a little YouTube video consumed all my BW. I tried to correct him on his error, but he said he would have to research with someone else later but he was SURE that he was right. I disconnected my modem at that time and used my cell phone wi-fi for all of my internet needs. Over the past 2 weeks, I have logged only 3.2 GB of use with cell data...but INCREDIBLY I used another 1.5 GB of data on Exede with the modem physically disconnected. I see that there are others reporting this anomaly on this forum and would like to say that the lack of technical expertise with this outfit is appalling. My solution is to cancel my service and use my cell phone from now on. 4 G is pretty fast and serves my purposes better that this did.

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Ward Zimmerman

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Posted 3 years ago

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thorneo

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That is one of the biggest problems with this company "Viasat". When you have flat out proof that their data measures are off. They want screen shots and the like emailed to them. I would email them attachments with my data log on my router to show them it is off but no they want full access to the router so they can fool around in it to prove themselves right and you wrong. I've got a new old router that will let me use my dial-up accounts that I still have for $10 bucks a month thinking really hard about cancelling my exede and going back to dial-up full time. At lease I can play my steam games with dial-up you can't do that with Exede when DAPed and it is about the same speed when DAPed. My router logs all traffic on my LAN and I have NEVER went over 10 gigs a month with or with out LNFZ.
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ExedeKarmin

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Hi Thorneo,

If you have any questions or concerns about your account, I am here to assist you.  Please feel free to send me an email to exedelistens@viasat.com with your contact information.
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ExedeKarmin

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Hello Ward Zimmerman,

I can definitely understand your concerns about your data usage.  I would like the opportunity to view your usage categories and see what we can do to get your issues resolved.  Please send me an email to exedelistens@viasat.com with your account and contact information.
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MKL

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+1 Ward Zimmerman and thorneo
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Ward Zimmerman

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Boo hiss for the email support. They are not any better. I sent all my information and it was like they had never heard of the problem again. They asked for all new details and the issue was never resolved.

I do want to say that my use of 4G cell has solved all my problems. The service is just as fast without the 700 msec propagation delay and my monthly usage is consistently below the 15 G limit that I was paying for from Exede. I still believe that Exede had an internal failure which caused the over-charge for time. I also believe that they will never admit to it.

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Exede Kimberly

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Hello Ward, I don't believe we have spoken via email but I would like to. I'd also like the opportunity to change your perspective here and see what I can do for you. If you're interested, please send me, "ExedeKim", an email to exedelistens@viasat.com. Thank you.
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Richard Wilson

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I agree with Mister Zimmerman that Excede isn't "up front" with its data usage metering.  There is no way that we are using the amount claimed.  Compared to my cell phone plan, I'm being ripped off exponentially.  Switching to 4 G is a great idea.....we may have to find a new 4 G account since our's is pretty limited, but over the long haul, we'll be better off. 
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Exede Beau

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Hello Richard, sorry you're having trouble. I'd like to look into this for you. We may be able to see more detail than previous agents, so please send me an email at exedelistens@viasat.com with your account information and I will get this resolved for you.
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Robert Taylor

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This is all fascinating, and confirms my suspicions about Exede.  I complained last month that my usage was suddenly, inexplicably sky high.  I've been using this service for years, and do have a sense of how much service a movie chews through, or a few episodes of a Netflix program, and was mystified by the levels of usage we were seeing.  When I went through our viewing patterns with the telephone representative I was told that I would not have to order additional service because (Surprise!) all users have a 30 GB supply of extra usage that we just have to ask for to receive, and that the additional usage is doled out in 5 GB increments.  Although I thought that was a transparent way of getting me off the phone, I was happy to receive the news, and have since used it several times.  Today's problem is that I requested one of my 5 GB surprises at 6:50 p.m. yesterday and, indeed, the meter on the Exede Account Management page displayed my new, available 5 GB of service (an available total of 5.2 GB, to be precise).  I woke up this morning at 6:00 a.m. and checked my email, where I found a message sent at 12:27 a.m. (ironic, since service becomes "free" at 12:00) saying that my account is now in data restriction.  I went immediately to my Exede Account Management page, where my account still shows 5.2 GB of service remaining.  Don't tell me the meter can take up to 24 hours to display changes, it showed the 5 GB increase immediately after I spoke to your representative yesterday.  And all of this just reminds me of my original complaint last month, which is that service is seemingly evaporating.  It is true that we can be a high-use household, but we're suddenly seeing it disappear at unacceptable and previously unseen levels.  We don't mind paying extra for legitimately used service, but 5.2 GB of available service being used up in 5 hours is not believable under any circumstances. The 30 GB "go away" gift was nice, but I'm still left with the belief that you are misrepresenting our usage, which amounts to an unannounced rate change.  While FCC rules state that you are a small service whose rates are not regulated, there is the appearance of misrepresentation of service in your advertising and support, which I will investigate further with the FCC once we are within business hours.  It may turn out that there is nothing legally preventing you from doing this, but one would have expected that bad (and vocal) customer experience would have been enough.
(Edited)
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Old Labs

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OH BY THE WAY, read this quickly because they also keep deleting my comments
Do you mean your 20 replies and 2 topics that are contained in the following list of posts?

https://getsatisfaction.com/people/jamie_baudizzon?topic_status_filter=replied&community_filter=...

Hopefully, your other claims aren't as inaccurate as that one.
(Edited)
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Old Labs

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As for the rest of it, I only have one response:



A continuously streaming video from my forward facing web camera, guaranteed to use up everyone's remaining data in short order - expect a lot of buy mores coming your way Exede ;)

"Abandon all hope, ye who enter here."    
(Edited)
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A. Everett Neuman

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I can see your web camera from my house.
And I still burned a gig an hour!
Can you see me???.......Over.....
The answer lies in the P-Can. At least that's what I think as a nonemployee.
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Old Labs

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Roger.. I can see you and mom says stop doing that otherwise you'll go... nevermind, you know the rest.

I've become an independent reseller of buy more... the commissions should start rolling in.
(Edited)
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Exede Kimberly

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Hello Jamie, I sincerely do want to help with the issues you've been experiencing here. I believe we have spoken here on the forum previously but I have yet to receive an email with the requested info needed in order to assist you. Please send your contact info to exedelistens@viasat.com and I will do all that I can to help. Thank you.

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