Poor communication on data usage

  • 2
  • Problem
  • Updated 9 months ago
  • (Edited)
You folks can put satellites in the skies to supply Internet but the experience of the single most important thing you can do to help customers (other than supplying workable Internet) is so subpar.  That single thing is make it easy for your customers to monitor useage.  That means:

  • Customers not having to waste time Googling to find things like Easy Chat.  Why is it hidden?  Why when I log in to the tool your are discontiuning does it tell me to start using Easy Chat without providing a link?!
  • Having monitoring tools that give people useful information.  For instance, why in the world do you (only) send me an alert AFTER I've hit 70%?  I'd have liked to have known something was causing such a huge spike way before I consumed 70% with most of my month still remaining.  With Verizon or other companies, users can receive alerts whenever they want, so they can actually modify their use, or discover data eating issues before they've consumer most of their data.
  • So here is typical insanity of the poor user experience.  I just sign up for useage alerts on this horrible EasyChat product and it tells me I've "signed up for alerts".  It doesn't tell me anything else!  You know, perhaps useful information like "you'll be notified of your total every time you consume 5 GB" or "you'll be notifed when you consume 50% of your quota".  Just NOTHING!  Where are your user interface specialists being schooled, Welcome Back Kotter?
I am happy enough with the Internet service itself but I shouldn't have to be wasting time in the year 2017 logging in and monitoring my useage every day.  Absolutely crazy for a company where the entire happiness of their Client base is not having them exede quota that we can't just receive useful alerts.  Or maybe we can...I guess it's a secret since Easy Chat won't tell me when it will send me alerts, just that I signed up for them.
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David

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  • Frustrated

Posted 9 months ago

  • 2
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Brad, Viasat Employee

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Hi David

We are working on ways to improve experiences like this. EasyChat is the start to us trying to make that information a lot more readily available. We are working on making our dashboard a lot more informative as far as data usage and how it's being used is concerned. I will pass your comments along to the development team for feedback to improve the EasyChat program. 
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David

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Thank you Brad.  Obviously I am frustrated at the moment because I usually monitor useage by constantly logging in, but I made the mistake of not doing so for 1 week and next thing I know I'm getting an alert at 70%, with most of the month remaining.  I hope alerts are on the roadmap, the user should not have to constantly check.  Can you clue me in on what the alerts i signed up for actually do? Since the Easy Chat tool doesn't give the user a clue?

Thanks
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VeteranSatUser, Champion

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David.  Here is a third-party program that I think is imperative to have as an Exede user.  You can get regular usage updates without logging in.  Why Viasat doesn't provide a tool this good is beyond me.

http://download.cnet.com/Satellite-Restriction-Tracker/3000-2648_4-75331262.html



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David

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VeteranSatUser, if I'm reading that correctly and it's pulling the info straight from Exede that's truly awesome.  Thank You!!!

I'm surprised, I've never seen that mentioned in the numerous threads I've looked through.  As far as I'm concerned that's far better than trying to monitor useage with a specialty router, I'd much rather being relying on the data Exede is using.
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VeteranSatUser, Champion

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Yes.  It pulls the data straight from Exede's meter.  Used the product since Exede's inception.  It is an invaluable tool.  Just pull the usage in 15 minute increments so you are not always polling the data and eating up data to track usage. The developer of this product is very knowledgeable and helpful too.  Let me know how it works out for you.  I think you will like it once you get it configured!