Request: Modem and Usage Monitoring Features

  • 3
  • Idea
  • Updated 12 months ago
  • Not Planned
  • (Edited)
I mentioned in another post that I am a Hughesnet survivor. The only good thing about it was the information on the modem page. There was an advanced page that allowed for some troubleshooting, repointing, and more detailed information about what was going on over a period of time.

One of the most useful features was the data usage meter. It was up-to-date within 10 seconds and it let users view how much data was left just by checking the modem. (Mind you, this was a feature they added after several years).

On the current Exede system, to find out whether or not you have reached your limit or gone over, you have to load the page, login, and wait for about 2 minutes for the page to load the info to show usage. The page is incredibly slow and annoying. Sometimes it times out and I have to login again. On Hugehsnet, there was color coding on the modem page to let you know if you were over your limit-- there were incons that would be displayed. Green was normal speeds. Orange was slowed speed. Red was disconnected. Something similar would be nice for Exede users.

Additionally, the page should display detailed information about how much data was used and at what times and it should be for the entire billing period. Records of the previous months' usage should be stored and viewable by customers so we can check for trends and figure out if we need to modify anything in our routines. Another good thing about this is that we can compare the usage with our router statistics and BitMeter to see if it matches up.

Since it is the modem that does the calculating, it should be easy to get the modem to display the information for users.

Another feature that Hughesnet's modem software had was the ability to reset/restart the modem remotely. We just clicked the button to restart. In my house, the modem is located in an area that is inconvenient to access, so it is difficult to manually unplug it and plug it back in. It would also be nice to tell the modem to disconnect and not reconnect until prompted. This might help during situations where the signal has been lost and the computers are all trying to send data over and over but it can't get through, but still somehow counts toward the total usage. The way one of the customer service agents explained it was that the data requests built-up and when connection was re-established, there was a burst of it all the requests coming through at the same time and using a lot of data. I'm not sure if I buy that totally, but I would have to learn more about how the system works before I could refute it. I have an elderly family member with mobility issues who is physically unable to unplug the modem herself.

I know that we can call customer service and have them reset the modem remotely, but we have to wait through the menu and then waste the time of the customer service agent to have them do that. It would just be much simpler for everyone if we could have a "restart" or "disconnect" and "reconnect" button on the modem's interface somewhere.

It would also be nice if the modem indicated the name of the beam we are on.

TL:DR?
Summary of suggestions:

*More detailed diagnostics / information about the connection on an advanced page
*Up-to-date usage meter on the modem's display page
*Hourly accounting of data usage each day for entire billing period stored on a Usage page on the modem
*Color coding on modem's icons / favicon to display status (green= within limits, orange= throttled, red= disconnected)
*Restart / Disconnect / Reconnect button on modem page for remotely disconnecting/reconnecting
*Beam ID listed on modem page

Does anyone else have more ideas/suggestions?
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zanne

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Posted 3 years ago

  • 3
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Lake Country Satellite, Champion

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Hang in there, you will be pleased with the next my.exede.net update. Exede does listen to our customers and dealers suggestions.
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Knight Rider

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Yea Beau told me about some of the changes they are trying to make and get approved. If it all get cleared and put in place things will be a lot nicer later this year.
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Knight Rider

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Lol you say or believe what u want Bobbie, fact is me and Beau talked regularly. Matter of fact my name had even been brought up in one of the meetings he was in and the forum and the people in here helping.
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zanne

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I would like to suggest that the colorcoding for LNFZ could be blue.
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Exede Lindsey

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Hello KnightRider, that is very true. We are always taking everyone’s welcomed input and feedback from the forms to better our service and to enhance our customers experience with their service to which we provide. This form acts as a problem and resolution platform for everyone involved. Thank you for everyone’s contribution, have confidence that all your comments and issues are always observed throughout the company. 
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Steve Donaldson

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If so, why is it 2 years later and nothing has been done?
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Deku, Champion

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@Steve Donaldson because they had some issues... but yet also the new bird is going to be up into space on june 1st :D so yeah... that is probably why also they had to build it as it takes time to build a satillite also... 
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Diana, Viasat Employee

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Hi zanne,  Thank you for your suggestion.  We continue to look at features that will give customers the latest information. Stay tuned, thing are in the pipeline!  Exede Diana
Photo of Ginzo

Ginzo

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Get Networx, free download. It readily shows daily usage and suggested daily use to keep within limits.
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Lake Country Satellite, Champion

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Login to your my.exede.net and make sure your email is correct.  If so, you will get an automatic email once you hit 70% of your usage and again at 100%.  But if your email is not correct or the email is going to your spam folder, you are missing this notification, as well as other helpful tips to control your bandwidth.
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zanne

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Its not that I need a warning of when I'm near my limit-- what I need is a detailed account of when usage happened so I can troubleshoot what is causing using when there shouldn't be any and/or be able to have information to dispute if it doesn't match up with my Bitmeter and Router's info. I want to be able to check to make sure that the usage is being reported accurately.

Also, several times when I went to check my usage, the page was down for maintenance. If the info is on the modem (because the modem is what records the usage), it will save the bandwidth of loading the extremely slow webpage and save time. It is a feature that should work even when signal is lost to the satellite.

There wasn't a lot that Hughesnet did right, but one of the few good things was a detailed usage page that let us view what our hourly usage for current and previous months. This sort of information should be available for the customers.
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Dale

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Hmmm.  This thread says it is coming soon but two years later and still no detailed reporting on usage.  Would Exede rather bill overages or would they rather fix the problem so users can share the resources better?  Solving this isn't just for the users who use too much but it is also important that over-use is stopped so it doesn't affect the available bandwidth for those who do not use too much.
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Diana, Viasat Employee

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Hi Dale,  ViasSat does not bill for overages. With the launch of the new satellite in June we anticipate a major relief in availability. 

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