Data Use

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  • Problem
  • Updated 10 months ago
  • Acknowledged
  • (Edited)
Like many others here my data use is being artificially inflated by exede...on a regular basis. Every month I pore over eSVT, my router logs and my local traffic metering apps (Networx and Glasswire). The router logs and metering apps agree within 5-8%. Taking the mean value from those sources, I generally get a value for data use that is about 60% of what exede claims. Something is off here.

 Hopefully I can explain this next bit clearly:

I am on the 25GB plan with free zone hours of 3am - 6am. Recently, in an effort to curtail data being falsely attributed to my account I began disconnecting from power my modem while at work, 6am - 7pm.  Long story short, as I look at eSVT, it confirms my modem as being offline over this period, eSVT also shows significant data usage between 6am and 7am. In other words, per EXEDE'S OWN SYSTEM my modem was both offline AND using data.
Customer support, as many of you can attest, is less than helpful. I got little more than canned responses including my favorite company line "There is nothing I can do, our data shows you using data over that time period".  I was told a ticket was started and that the issue would be investigated. In a subsequent chat session I inquired about my ticket and was told it had been closed. No contact, no notice, no information was ever presented to me in this regard.

What is wrong with you exede?  Do you care so little about providing a fair service for a fair price that you can not even followup a legitimate issue about contradictory information within your own system?
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Tony Rallo

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Posted 10 months ago

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Judge and Jury

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You'll need to get a bit more scientific than that to "prove" Exede is wrong.  In the years I've had Exede I only caught one anomaly that few people would ever notice and they fixed it.
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James

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I know an elderly lady rite now that has plenty of proof. her modem has been unplugged for 6months and when it is checked from the dashboard every month the data is still being used. more people have solid proof than you might think. and her installer is also helping her prove this and the modem is in custodey of the local fbi so that there is no way it can be being used at her residence .and yes they check her dashboard also and see her data has been gone every month even while they had the modem at the local office.
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Jim16, Champion

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This is really funny.  Now, if the FBI had it then it would be serious, but the fbi? A modem owned by an elderly lady, only used for a few miles to go to church and back. I can just see a Modem with nothing plugged into it blinking away while FBI    (or fbi) agents sit in the next apartment and record it.  Book 'em Danno! ( Are you taking Craigs place? We miss the really wacky stuff)
(Edited)
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Judge and Jury

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Me?  Wacky stuff?  Careful.  My friends are not with law enforcement, just Cisco, Agilent, a couple free-lancing professors from UCSJ and a person that works at the Social Security Administration of all places, still a brilliant one at diagnostics.

If the old lady's modem is kept unplugged of course it won't update and will show data from the last time it was polled by exede.  It can show the same for years in that scenario.  Oh, does the FBI have her dish, on the same beam & channel? 
 
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Jim16, Champion

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"and yes they check her dashboard also and see her data has been gone every month even while they had the modem at the local office."

That's because the fbi are watching Netflix and she is paying for it.
(Edited)
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James

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the modem will not sync with the tri that is still in her yard over 30miles away?
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Bev, Champion

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Since the modem does not report usage real time, I would not call that proof of anything except that the usage from before you unplugged it got reported just before you unplugged it so, showed up during the first hour the modem was unplugged.

Like Craig, I have only seen one time where usage was inaccurate and, that was quickly fixed. The categories and devices can be a bit off at times, but not the total.
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James

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that is why I suggest leaveing it powered on and just removeing the Ethernet cable from the back of it, from what I know it will show as greyed out on exede end also. I have had my cable out for 2 weeks now and those activity lights still blink like crazy and low and behold when I check dashboard data was used up. the meter is definitely faulty and once someone challenges the source code in court and a network specialist confirms it.then they will be forced to fix the issue or pay the fines or whatever it is they do. I would hope they would attempt to fix it or replace it with one that is more accurate at least. when you have gigs of overhead useage that is not good.
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Stephen Rice, Champion

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The ultimate test would be to unplug it before and after your next billing cycle.  Data use should be 0 for that month.
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Andy Schack, Champion

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What Stephen said!

Andy
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James

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no ....leave it powered on and just unplug the Ethernet cable from the back of your modem, this will eliminate any problems on the customers end...because they will say it did not "catch up" if you power it down completely..
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Tony Rallo

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It is not my wish to get in a flame war.  But I would like to respond to your comments.  Firstly, I acknowledge that you are correct Bev, the modem does not report in real time.  The contradictory data I am commenting on occurred >24hrs from the time in question, so presumably after the modem had updated info to eSVT.  As to my claim of "proof", you do  have a point, perhaps I should have titled the post "Proof of Bookkeeping Incongruities".  If you take my actions at face value, and I would appreciate the benefit of the doubt, one fact is undeniable:

Exede's own reporting system shows both that my modem was offline and that it used data.

If you acknowledge that an unplugged modem can not transfer data then it calls into question the entire measuring system.  Would you believe any reading from an electric balance that reported a weight when it was unplugged?  Come on guys, if my logic is flawed show me.

Regardless of your view on this point the lack any response to my ticket is appalling and completely irresponsible.
(Edited)
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James

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something to keep in mind: employees and champions will always take up for the company who has hired them. I am not aware of any regular customers who have come on here to praise the good service after being a customer for at least 6 months+ 
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Judge and Jury

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Ummm.  I've had exede for almost 3 years and have no complaints with them at this time.  If they're bad, I'm on them until it gets fixed, but if they are right, I'll defend them to the wall.  The usage meter is correct.  I don't agree with what is part of the data being measured, but data is data for the entire* connection.  Network specialist, read that and understand, others... it's always going to show slightly higher than you measure yourself, but it is correct.... technically, and is defensible.

* There are more than just cherries in a cherry pie.
 
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Andy Schack, Champion

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James, I wasn't aware that Exede "hired me". I'm a dealer for Dish Network, Directv, and Exede. If I perform a sale and installation for them, they pay me. If I don't, they don't.
I came on here simply because I read some of the threads and realized I could offer some "hands on" advice from years of experience. If you could be a "fly on the wall" at one of our Dealer Council meetings, I seriously doubt you would accuse me of being a kiss-butt. I'm probably the most vocal dealer they have ever had to contend with. That said however, ONLY Exede has EVER....I repeat EVER listened to a THING a dealer/retailer has to say. There have been several things I've brought up that were quickly addressed. I respect that. There ARE a lot of bad companies out there, Exede isn't one of them and to accuse them is to falsely accuse.

Andy
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James

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as of rite now it is currently not working on my end . says under maintence for the past 5 hours
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Jason Meikrantz

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Assuredly sooner or later there will be an FCC investigation.  I too have experienced took my Modem off line for half the month, and then was shocked to find my usage being used while the modem was completely powered down.  Experienced much the same response.  
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Tony Rallo

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Thank you Jason.  Good to now I am not alone in recognizing this abuse.
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James

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take your modem into a local fbi field office and tell them to check your dashboard from public wifi or cellphone about half way through next month . make sure they document the serial numbers and all identification on the modem and that they had physical custody of the modem and that you still used data.
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Jim16, Champion

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And then go to your local police department and tell them you saw a Bigfoot last night on your way home from the bar....
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James

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ha bad joker ^^ it's comeing soon enough..
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Andy Schack, Champion

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The meter is a meter and usage is usage. Nobody is "stealing" your data folks. Sorry but I've got several hundred customers under my belt and if ANYONE would be in a position to "prove" this issue it would be me. We've got some customers who only have a non Windows 10 computer hooked up and all they do is simple web surfing. We'll check their usage and it is usually less than a gig for the entire month. As SOON as your start involving ANY of these new devices or Windows 10 based computers....THAT is when folks start screaming "you stole my data".
Simply put, if you are going to fork over the money to buy this stuff then you are going to have to master it.
The simplest and easiest solution is to install a router that has a usage meter built in. Some posters here even have routers that show data used PER device.

I can share a quick example of a customer I dealt with who was convinced Exede was ripping them off data-wise. I got their iPhone and opened up the app store, clicked on updates and right there was a nice neat list of all the apps that had been recently updated....even showed the date of the update. 203 megs for Facebook, 300 megs for this app, 75 megs for that app, etc. Add them all up and it came to several gigs. The customer quickly went on the defensive and said something to the effect of "well, they need to tell us about this and help us stop it". I just looked at them and said "tell you what, call your power company and tell them you have recently bought a bunch of new items that run off electricity and you think they are ripping you off because you don't think the gadgets you bought are using any electricity" AFTER they get through laughing at you and asking you to repeat this AFTER they put you on speakerphone so their coworkers can hear it, they are going to tell you that THEY sell you the electricity, it is up to YOU to control its usage. And they would be right.

I went through all the trouble recently to list ways to control data usage. Several read it and thanked me for it because they found it solved their data problems. Why do I have the feeling that those who are still screaming about data being "stolen" never even took the time to READ let alone implement those tips.

Andy
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Tony Rallo

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Hey Andy, you seem to be a contentious and intelligent individual.  Thank you for your words, if I may I would like to comment on a few of them.  Lets just ignore the ridiculous excuse for customer service I have received as well as my ticket that was "resolved" without even speaking to me, the victim aka the customer.

First and foremost you make some very valid points.  Particularly regarding the absolute requirement to master your own devices.  We all need to be aware of what/who is on our network and the resources those clients are using.  That being said lets lets deal with your example.  It is no doubt analogous to what exede has to deal with everyday, I can not imagine the BS with which you have to deal.  Since you brought it up lets take your example a step further.  The use and performance of electricity meters is governed by Schedule 7 of the Electricity Act 1989.  (For Gas meters see the Gas Act 1986).  These are both a google search away, if you have any data left this month.  I think you can see where I am going with this, without oversight of the measurement devices you cant really call the two situations equal.  "Our meters are accurate" does not cut it.  I have asked for calibration and data trail information regarding my personal usage repeatedly.  Every time I have been told that said info is not available to customers, yet I have to accept the bill when it come due.  How in the  $%#@ is that right?

Continuing on, since you opened the door,  would your bunch of lighthearted buddies at the the electric company be laughing after they were informed that the meter (modem) was disconnected during the billing period.  Or, because they are regulated, would they investigate the issue.  Especially given that their own records verify the fact that the service was both offline and charging the customer at  the same time.  Because that is what is happening to me.    You said "The meter is a meter and usage is usage", how about when the meter is unplugged?

Regarding the router, mine has all the bells and whistles you mentioned, god knows i have spent enough time looking at logs over this, but one feature it does not  have is the ability to use exede data through a modem that  was physically disconnected from a power source - that would be a neat trick.

Once again Andy, thank you for the comment but all the tips in the world will not help while exede charges for usage via an offline/unplugged modem.  With all due respect, you are on the wrong side this particular situation.

~Tony.
(Original Poster)

P.S.  Since my post I have not been able to view myesvt, maybe just a coincidence.  Another weird thing, the closest analog to my grandfathered data plan now costs $45/month more and my data issues began when this price jump occurred.  I have no evidence that the variables in these two situations are related but  the timing is  worth noting.
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Jim16, Champion

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"contentious and intelligent individual"
CONTENTIOUS:  "causing or likely to cause an argument; controversial."
"involving heated argument"
"given to arguing or provoking argument"


Andy is anything but that.
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Andy Schack, Champion

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Thanks Jim. I probably come across as contentious to some simply because I have to deal with "where did my data go?" on a daily basis. I had the same issue myself when I first got Exede. I had data seemingly disappear myself. I'm the type of person that likes to fix my own problems, hence I just got through contorting myself under my Wife's SUV replacing the oxygen sensors (boy would I love to get my hands on the engineer that stuck those suckers in those hard-to-get-to places LOL). Anyway, I knew I had to figure out where my data was going. I must admit, I WAS suspicious myself that Exede's meter was off. I did the research, bought the tools (router, apps, programs) and found the answer. I now no longer have disappearing data because I figured out where all the holes were. This knowledge did NOT come overnight. I busted my butt figuring it all out. Now that I DID figure it out I am the type who likes to share what I know. That's why my ASM nominated me for the Dealer Advisory Council back in 2015. I took this knowledge with me to Denver and now on Exede's website they have the tips and tricks I brought to the table.

Tony, if you buy a router that has a usage meter, you'll find that the router's meter matches Exede's meter. The only issue you might have is IF you are on a Freedom plan that has a free zone, your router is going to tabulate ALL data without being able to segregate normal data from free zone data.

Any time I've ever had a customer complain about missing data, IF the customer works with me, we figure it out.

Andy
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Tony Rallo

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Ouch, calm down guys, it was a typo Andy, a very unfortunate and inflammatory typo. My apologies.  I was in a hurry and didn't proof read the comment,  what I meant to say is that you seem like a very "conscientious and intelligent individual".  Lol.

Regarding my my router, as I stated in my original post my router numbers mostly match those of my metering apps, all are set to discount usage during free zone time in their respective totals.  Thank you for the suggestion.  Even if, as you suggested, my router was counting the sum total off all data used my values would be above what exede claims, not nearly half.

Once again sorry for the typo, I in no way considered your comment argumentative.  Quite the opposite.
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No worries Tony. I don't take things personal unless they come from my Wife LOL.

Andy
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Stephen Rice, Champion

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I followed Andy's steps and it took me 11 days of use to go through my 12 gb of data.  I didn't change any of my internet habits from back when I had DSL with the exception of disconnecting my phone from wifi.  I browsed the internet, downloaded files (did some night shifting with PlayOn) and continued to binge watch Netflix.  The data finally got used up after 11 days and I then went on to the liberty pass.  

Even with the Liberty Pass, my speeds are more than acceptable for what I use the internet for.  I've put my phone back on wifi and I've seen speeds as low as 500k and as high as 17 mbps (I'm on 12 mbps plan).  My speed this morning is 7.37 mbps.  Even at 500k, it is completely acceptable and works with Netflix.
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Brad, Viasat Employee

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Hi Tony

I think the biggest thing to check is that the modem is not in real-time and when it's off it will generate usage right when it's plugged in. So the times on eSVT might be off but the data should be accurate. You can always do a cross reference with a 3rd party monitoring program as well.  Sometimes although extremely rare, the usage could be reported incorrectly but we can check for you if you email exedelistens@viasat.com
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Bev, Champion

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I hear it too many times: "It said I had used 10 GB when I unplugged my modem, and 15 when I plugged it back in 12 hours later."

The modem does not report usage real time, it usually reports within 15 minutes but, can take up to 24 hours to do so and, of course even longer if you unplug it. Odds are the data was used but not reported before you unplugged it and, reported when you plugged it back in.
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Tony Rallo

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Thank you Bev  but that is not at all what I am saying here.  I am telling you that for a week I have been unplugging my modem from 7am to 7pm. Then in the evenings i review the usage for the day before and times when said usage occurred.  What I am saying is that updated esvt data clearly shows usage over the 7am to 7pm time period when the modem was disconnected from power.  This usage is metered and ends up forcing me to purchase more data at what i consider to be highway robbery prices.
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Bev, Champion

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Okay, say the modem sent a report at 6:59:30, that might show on ESVT at 7:00:10, thus placing it in the 7-8 AM slot on the chart. If you plug the modem in at 6:59PM, it may report stored usage that sows at 6:59:45 thus, charting it in the 6-7 PM time slot. Any data report form Exede is not real time, it usually within 15 minutes of the time the usage actually occurred but, not always.

Mine often shows usage 3AM to 6AM (my free zone) but, the metered usage didn't happen at that time, it happened before that, just got reported and recorded at that time - probably because I got offline and let the modem be idle a little while before that so, it reported what I used earlier in the night while I wasn't asking it to transmit or receive data.

That's why 3rd party monitoring software helps, if the totals match for the month, you know you used that data, even if the times don't match. Of course you have to make deductions for free zone use, if you have a free zone, to keep your total accurate.

Now if my monitoring software had more than a 1MB discrepancy with Exede, I'd question Exede but, that hasn't happened in almost 14 years.

Not that I have never gone over my allotment, I have and, sometimes I buy more, sometimes I live with slower speeds for a few days. Depends on what I need to do online. Email, paying bills, forums, those are fine slowed. If there is a live stream I want to see, or a large file I need to download, I will buy more data on those rare months I don't know about the stream or large file ahead of time and plan for that usage by restricting other usage more to compensate for it.
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Tony Rallo

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Once again Thank You for your reply Bev.

exede's meter better have a resolution greater than 15 minutes if they are using it to bill people using it.  Don't you think?  but since the meter is not regulated as it is with other utilities and since we, as customer do not have access to the raw data, I guess I just have to take their word for it.  But since exede makes their $$ off those numbers, they aren't exactly impartial.
   
Continuing on, if you care to peruse my original post you will see that I indicate that I have not one, not two but three (if you count my router logs) independent monitoring apps that all, more or less, agree with each other every month.  exede's numbers are not even close.  This discrepancy along with the attribution of data use during times when the modem was offline is the basis of my issues with exede.  Their own esvt blatantly contradicts itself.  At one point it showed that my modem had been off line for 8 hours and that I logged data use over that period of time.  They cant even keep their story straight.  When I pointed this  out to a customer service agent I was politely told that "our meter is accurate", end of story. I never thought I would long for the days of comcast customer service.

Bottom line is that the numbers do not add up.  Not vs three independent monitors and not even within its own system.  Yet we, as customers, have to foot the bill because according to the "our meter is accurate" company line, when it comes to data reporting discrepancies, the customer is always wrong.
(Edited)
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Bev, Champion

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If you have apps like paid glasswire and Asus router logs and, that doesn't match Exede, then that does need investigated. Email exedelistens@viasat.com with the relevant information so that it can be investigated.

If there is an honest error, they do make it right. The meter has been know to fail once or twice in the last decade or so and, errors on your account are possible, not likely but possible. Does the usage match if you quit unplugging the modem?

I suspect what might happen is that say you use 1GB and unplug the modem a minute later. The modem reported 500MB of that GB but not all of it so, flags it as unreported usage. Later you plug the modem in and, it has unreported usage so reports that same 1GB again, but the meter already got 500MB of it so now it gets another 1GB report, making that 1GB end up reading as 1.5GB used. 

I and the others that have not seen discrepancies in years don't unplug our modems for the most part, they are powered on and, connected unless there is a power outage at our location.
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James

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the reason I laugh so hard when they tell me that their meter is correct and accurate then you get this even after refreshing 20 times+ and even using different browsers.