Finding source of data usage

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  • Updated 4 years ago
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I just dont understand. Reading all the complants people have posted. Why are we ALL still having the data drained for apparently no reason? The only thing that my family has changed is we are now using the data available to us on our phones instead of using the wifi. Because there is no data after 10-15 days into the new billing cycle!!!  When I call and question it I am told to "unplug everything before going to work" Or that on a day that no one was home we used 6 gigs!!  I have been with this company for years... but so far for the past 3 months I have decided that maybe I should take my business else where!
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Susie Howell

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Posted 4 years ago

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Steve Walker

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The part that is bothering me the most  is that exede doe snot even seem to care. Sure the Rep on here respond, but no one from higher up has issued any kind of a response or offered the customers affected a solution or any kind of reimbursement. Is it going to take a class action lawsuit to get them to take notice?  . 
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Virgil Koon

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Viasat asks wildblue users to get excede but cannot even explain how, after getting off line, shutting down, and unplugging your modem usage went from about 50% to 90% the next morning! Fool me once, shame on you. Fool me twice, shame on me! Yes, usage is a lie and thus they give no explanation.
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Exede Lindsey

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Hello Susie, I just left you a voicemail concerning your
email with data consumption. Please return my call at your earliest convenience
so we can get this resolved as soon as possible. Thank you.
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Starring Matter

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Susie, they have admitted in one or two threads that there does appear to be an issue, with some customers on Liberty and Evolution plans.  Issues with technology cannot be fixed with a snap, it frequently takes a lot of research and a lot of time to nail down the issue.  The vast majority of people who are here complaining about their data are using it on their own, one way or another, without their knowledge.  Of the people with genuine complaints, half of them come here yelling and screaming and accusing, not wanting help, only wanting to point fingers and threaten.  The small handful of people who are having legitimate issues, and are calm and polite enough to be willing to accept help, are likely not a large enough sample to make the root cause of the issue clear.  Give them time, it will be resolved (no company wants pissed off customers telling their friends and neighbors how awful they are), but expecting ANY issue to be solved NOW is just unrealistic.  

David
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david, Champion

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I think you hit on a large part of the problem. Exede does seem to have some kind of data leak, but for each person with a real Exede caused problem, there a are many, many time that number whose problem is on their end one way or another but are convinced it has to be Exede's fault. This has to make finding the real problem MUCH harder, shifting out the comparatively few real, Exede caused one's from all the rest.
(Edited)
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ExedeNeil, Official Rep

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David and few others - thanks for being the voice of reason.
Yes, the Exede engg team is working hard at this.
No, there is no smoking gun yet, but we will get to the bottom of this.
Yes, many customer complaints about usage seem to indicate problems at their end; modern devices tend to be data hogs, even when you are not actively using them. Makes the work of finding the root cause more difficult.

Give us a few days to nail this down...
(Edited)
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Jim Parker

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I have been waiting for years for an explanation of this phenomena.  Its my bet it will take the Viasat spin Drs. longer to put the lipstick on the pig than it will take the engineers to figure it out.  Is Salacious dishonesty is one of the required characteristics for employment in customer service at Viasat?
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Exede Lindsey

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Hi jim, are you experiencing data issues? If so I would be willing to further assist and see if we can resolve your issue within a timely manner. Please send your account and contact information to exedelistens@viasat.com. Thank you 
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ExedeNeil, Official Rep

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Hi Susie,
I don't see anything unusual in your usage data, yet.
Looks like your devices use 1 GB of data on most days, 2-4 GB of a few other days, lot less over the past 2 days. Plus some LNFZ usage.
All the various sources of usage data match closely.
Can you send us some specific date or two when you think your actual usage was low? It will help us dig deeper.
Feel free to communicate by private email on the wildblue forum.
Thanks,
ExedeNeil
(Edited)
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Susie Howell

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No I am sorry this is incorrect. If we are using the data available to us via AT&T then we are not able to use 1 gig a day at home. If there is no one there during the day, or the few times that someone is there, they are asleep as they work 12 night shifts, then it is impossible to use this data. I have not used any data at all this week for sure as there is no data left to use, so as you said we have used less is incorrect as we have used NONE. Look I am not saying that it is totally wrong for all data used but for 3 months we have used it all up in just a few days. Nothing has changed in our schedules or items that are connected to the wifi in my home for the past 2 years. We havent purchased anything new except the new router that I was recommended to buy. If we all work and live by the same schedules, we have all the same things in the house that use the internet... We have made no changes....then where is it going??
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John C Grey

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Mrs Howell computers do not need anyone to be home to use data, Actually every device connected to your wireless router will use data on its own during the day. All the software on all your devices such as but not limited to : laptops, tablets, smartphones, Directv, or dish all need updates that are set to automatically download and update themselves. And it is up to you to use extreme diligence to locate and set all those devices to get their updates at a time that doesn't affect your daytime allotment, or to not update at all. Also if your wireless is not completely secure or if someone has been giving your WiFi password out. I mention that because i once discovered while reading my sons text messages he had been giving our wireless password out to everyone on our street. So i am not aware of any data leak issue but im sure anything is possible. Additionally their are viruses that infect devices that are designed specifically to boot up devices even if completely shutdown and become data hogs. And you would need to locate and terminate any such viruses or spyware. Im sure via sat will go do everything they can to make sure their customers get the best in Satellite internet.  
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ExedeNeil, Official Rep

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Susie - I was not try to implicate anything; I am just reporting some info the system has collected and trying to get your feedback. It's useful to know that you have not added any new devices over the past few months. We will keep looking. Unfortunately, your modem is in DAP, so I won't be able to look at it in real-time to see what might be causing the high data usage. Will think of something else ...
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ExedeNeil, Official Rep

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Susie - Exede Lindsey has removed the DAP restrictions on your account - temporarily.
Can you please continue to use the network as you would on a normal day?
We will watch your modem and see what might be the source of the high usage.
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Susie Howell

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I realize that you wasnt trying to imply anything by letting me know what was found out. It will be this evening before I will be home to do any of the normal things we do. Thank you for continuing to look into this matter.
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ExedeNeil, Official Rep

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Susie - over the past 2 weeks, the system shows sizable transfers during week days between 11:00 AM and 4:00 PM (few hundred MBs on average). Are they expected, given the average work day habits in the family? Of course, there is more during evenings and morning hours.
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ExedeNeil, Official Rep

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Susie - can you please register on the wildblue forum (www.wildblueworld.com/forum) and send me a private message there? It is better we do not discuss the details about your data usage in an open forum. I have some info and some questions for you. And will have more as we dig deeper. We can later summarize our findings on the forum. Thx.
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Susie Howell

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Yes.. I will get to that today. I am sorry I didn't see these comments until this morning.

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ExedeNeil, Official Rep

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Susie - do you have an AT&T Microcell in your home network? If so, how many devices actively use it for data transfers?
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Susie Howell

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Yes we have one. I have had it over 2 years, The same amount of time that I have had service with your company. Also I have had it checked by AT&T to make sure that it wasnt causing all this trouble. There are 2 cell phones that use it. We do keep the wifi on to use that when we have wifi available.
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ExedeNeil, Official Rep

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There was a lot of traffic from the microcell yesterday early evening - almost 0.5 GB. It was definitely not voice calls. It's constantly chattering as well.
Check again whether the cell phones are connected to the home WiFi.
Check what apps were downloaded in the past few months, that may be downloading stuff on their own or updating themselves.
We are still monitoring and examining your modem and others - so, we are not done yet.
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ExedeNeil, Official Rep

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Quick note for users  of ATT microcell and similar devices - even though you may have unlimited voice/data plans with your cell-phone carrier, every bit from the microcell goes through Exede, voice and data, and gets counted against Exede usage. E.g., the voice call from your cell-phone goes thru the microcell and then gets converted to data packets, which are sent over WiFi and then thru the Exede modem. If you do web-browsing on the phone or do phone software updates, they will follow the same path, unless you configure the phone to use WiFi.
Hence, you should configure your cell-phones to use the main WiFi router at home, so that data traffic does not go via the microcell, so that it does not get counted against the ATT plan. Use the microcell for voice calls only. Avoid using the personal hotspot feature of the cell-phone.
(Edited)
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Erika Spencer

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Can you clarify this a bit more?  With the microcell, you are saying every bit of data/voice goes through Exede, but then you say to keep the devices on wifi to keep data traffic going through the microcell.  Im a bit confused.  
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Knight Rider

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If you are connected to the wifi you are connected directly to the exede network rather then the micro-cell.  Now as far as web browsing on your phone it most likely would not make a difference but if you are not connected to the wifi I think your voice calls go through the micro-cell rather then hitting the cell tower and any device other then the exede voice adapter counts towards your data.  So making a phone call and having it go through the micro-cell, it converts your call to data and sends it out through the exede internet connection and because it is not the exede VoIP adapter for your home phone it counts toward your data.

@ Neil, if I am wrong on this feel free to correct me.

P.S. He said so the traffic does NOT go via the micro-cell.
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ExedeNeil, Official Rep

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Thanks Knight Rider for clearing up my unclear explananation. I updated the description above as well.
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Knight Rider

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Welcome, happy to help Neil!
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Knight Rider

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We appreciate your help in here with all these data issues Neil, I know you are a busy man but I am sure everyone on here is glad to have your help!!
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Susie Howell

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I do greatly appreciate you taking the time and making the effort to look into this matter for me, as I am sure others do as well. I know my daughter was online with some friends (Via her phone) working on a project they all have due for graduation. So I am sure there was a lot of data used  last night until we left at 8pm at least.

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