Unhappy with data usage

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  • Question
  • Updated 8 months ago
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  • (Edited)
how can you say I've used 8.6 gigs while we are sleeping, with no computers on, and no other devices on? Then within a couple of hours of just looking at email you day we used all 12 gigs? You have done this every month o the first day of our new bling cycle.For all six months we have had your service. Then you slow us down to less than dish up speed. Like now at .10 mobs Is this the only way to get answered, as you never answer any emails?
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Gerald Hilton

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Posted 1 year ago

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Diana, Viasat Employee

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Hi Gerald, We're sorry you are feeling so frustrated about your data.  We're here to help.  Please send your account and contact information to exedelistens@viasat.com
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Steve Frederick, Champion

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Gerald, Diana will certainly be able to tell  you how your data is being used. Make sure that you do not have other devices that have access to your home  network, like smart TVs, Directv or Dish DVRs, security cameras, baby monitors, and other smart appliances or devices in your home. These devices can be using data at an alarming rate. Also ensure that your wireless router has strong security protection and passwords.
(Edited)
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danielle diserio

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Feeling very frustrated about this i just paid my service yesterday and have gone threw 12 gigs since then with nothing going on dont ubderstand how dish dvrs can effect it was never told my sat would use my data and have not done anything online to even use gigs not happy and will be on the phone all day till i get some answers
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James

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Andy how is it disputable at all when the Ethernet cable is unplugged and it still disappears even if it was unplugged before the data reset and the data used up after a fresh reset and the cable still off of it? so 10000's of customers just lie and try to steal more data seems to be the state of mind. we are all criminals looking for a handout.
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Gwalk900, Champion

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James,

You have posted your position on more than one occasion but never have engaged in dialog or posted any supportive evidence.

You stated above:


"how is it disputable at all when the Ethernet cable is unplugged and it still disappears even if it was unplugged before the data reset and the data used up after a fresh reset and the cable still off of it?"



In answer, it is very possible.

Please follow along.

The first principal is The Loop:




To maintain the best possible performance and accuracy the Modem has to maintain constant contact with the Gateway.

Contact with the Gateway can be interrupted for a number of reasons:

>Poor aim from the terminal to the satellite<

>Poor weather between the terminal and the satellite<

>Poor weather between the satellite and the Gateway<

>Technical problems within the Gateway<

>Powering down the Modem<

ANYTHING THAT BREAKS THE "LOOP" PREVENTS THE MODEM FROM MAKING A SUCCSESSFUL "SYNC CYLE".



The Modem logs usage as it occurs. It does report the usage to the Gateway but not in "real-time". There is a "sync cycle" and there are delays.



If power is removed from the Modem, the Loop is broken and the Sync Cycle is delayed. We also have to consider the other conditions, posted above, that will break "Sync".

That is one reason why data can appear to be deducted from a new data refill. You don't have data "roll-over", you can't have more than 100% of your data allotment.



We need to consider the type of Modem we have. There are two. Wired and wireless.

They share certain traits but the addition of the WiFi Modem adds some extra "connection paths" that must be taken into consideration.

Here is a functional diagram of the two Modems:






A Modem has a number of "sections":

The Modem section performs Modulate/Demodulate duties

The Router section "routes" data, handles DHCP functions as well a NAT duties.

The Ethernet section allows wired connections

AND

The Wireless portion of the WiFi Modem allows multiple wireless devices to share your connection.

That wireless portion is fraught with potential "leaks" if not properly setup, secured an monitored.



Two important points:

Removing the Ethernet cable from a non-WiFi modem while leaving the Modem powered up  will effectively isolate all the Modems connection paths while and still maintaining the all important "Loop" that allows continuous Command & Control functions that include "data usage Sync"

Removing the Ethernet cable from a WiFi modem does NOT totally isolate the Modem due to the nature of "WiFi"

Both 2.4 and 5.0 ghz wireless functions MUST be disabled, along with any "Guest Account" functions to truly isolate the Modem while still maintaining "Sync".

The above assumes a properly setup and secured wireless network.



Next we have to consider the "types" of data that goes through the Modem:



Every bit and byte of data has to run through the modem.

This useage is in three forms ......

>Data used by the modem itself in the form of "Command & Control" otherwise known as Overhead<

>Data used in the re-transmission of your data due to failing equipment<

>Data used by YOUR devices connected to the Modems LAN port<

There are procedures, processes and tools to assess and address each of these.

 

It is important to note that the Modem must remain powered up for the Hughes Loop to remain intact, that all internal Modem logs are retained so the forum Mods are able to use the data to support your issue and that all useage and history meters are updated as of the last modem "sync cycle" with the Gateway.



Taking them one by one:

>Data used by the modem itself in the form of "Command & Control" otherwise known as Overhead<

 

If you believe you are losing data the first step is a Modem Isolation Test:

This entails in the case of a non-WiFi Modem taking a screenshot of your usage meter, noting the exact time and then disconnecting the Ethernet cable.

The Modem must remain powered up so as to maintain "sync".

Wait a number of hours

Reconnect the Ethernet cable and then immediately take another screenshot of your remaining usage.

We then need to review the results.

There likely will be some usage reported. "Sync" is not in real-time but the usage should be minimal.

In the event the usage is considerable then you need to post those screenshots in a new topic here in the Community and email the data to:


exedelistens@viasat.com

The Forum Mods are Corporate level employees, they can take your info and run remote diagnostics on your system to see if you have failing equipment, poor aim or a number of other conditions such as a Modem stuck in a update/fail/fallback mode.



The second type of usage:

Next we have:

>Data used in the re-transmission of your data due to failing equipment<

For this we need to start a topic and tag one of the Mods and ask that they run remote diagnostics on your system.

It is possible for data that you have sent or requested to have to be retransmitted thereby using excess data. This can be due to failing modem/transmitter or poor aim among other things.

The Mods will be able to see if this condition is active.



Finally the last and most difficult:

>Data used by YOUR devices connected to the Modems LAN port<

We have to understand "connection paths".

These are going to be ALL  of the potential ways that devices can access your Modem and thereby gain access to your data.

In the past (prior to the wifi modem) things were pretty simple. Nothing connected to the Modem's single Ethernet port ... equals no connection paths and no data usage:



Tracking this is a topic unto itself.

I suggest you follow the steps outlined above. In the event usage is not occurring when the Modem is isolated and the terminal has good diagnostics, the we need to do a careful assessment of your Network and connected devices.

Do the above, post back with the results.













 
(Edited)
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James

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I honestly thought this modem is bad when the tech swapped it out, but they say it looks good to them. I know something is wrong because the only link I break is the link from the modem to any of my equipment by unplugging the Ethernet cable. I do leave it powered on just remove the Ethernet cable from the back of the modem and yes at this point it is extremely high overhead useage using up the data. it has nothing to do with anything on my end and that is the problem since I have eliminated my end completely by removeing that cable.the activity lights blink like crazy even when the cable has been off of it for a week.
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Gwalk900, Champion

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Do you have the WiFi Modem?

If so, are you turning off the "radios" during this period of Ethernet disconnect?


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James

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do not have the wifi modem
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James

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eliminate it being used on your end, unplug the Ethernet cable from the back of the modem and watch your data still disappear. this has been going on forever and it is not gonna change. sorry if I am being straightforward but it is something that they are not gonna tell you. 
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Steve Frederick, Champion

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James, I have never had any data "disappear" in the 10 years I have been with Wildblue/Exede. My router reports my data usage that matches the Exede meter reading. If you are having data "disappear", then it is either with your devices using it, or if it still is happening with your Ethernet cable disconnected, and you do not have the WiFi router, then you need to send an email to exedelistens@viasat.com and have them look into what is causing it.
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Jim16, Champion

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I see you are posting this to a lot of the posts on here.  You might want to be fully honest with people about your "unlimited" internet.  But you also probably don't know this.  Hotspot will only give you 10 gigs before they start shutting you down.  In fact, in another recent post the cell phone companies were terminating customers who use excessive data on the so called "unlimited" plans.  But I know you will not believe this, because I'm sure you never read your contract or the fine print.  These "unlimited" date plans are starting to crash and burn. 

"Again, all wireless carriers in the US have similar policies, and they all use similarly vague and confusing language to describe those policies. In the end, here’s what you need to know: If you’re on an unlimited data plan, your 4G LTE data speeds may be intentionally slowed — throttled — if your usage in a single billing period surpasses:
  • 22GB on Verizon
  • 22GB on AT&T
  • 28GB on T-Mobile
  • 23GB on Sprint

"So that’s the first big limitation of these new “unlimited” plans. The next pertains to tethering, or using your smartphone as a mobile hotspot and linking other devices to your phone’s cellular data connection. The rules are much more clear in this area — once you use a certain amount of mobile hotspot data, your tethered data speed will be throttled continuously for the remainder of your billing period. Verizon, T-Mobile and Sprint each give you 10GB of full-speed mobile hotspot data per billing period. After that, Verizon and T-Mobile will throttle your mobile hotspot data to 3G speeds, while Sprint will throttle you to 2G speeds."
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Jim16, Champion

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Another edited post that makes no sense now.  The deleted posts stated that he changed to one of the "unlimited"  cell phone plans for his home internet using it as a hotspot.  My response above is to make things clear about those "unlimited" plans.
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James

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who needs to teether when you can look at it on a screen? 3g is better than 0.20mbps and no data left with 29 days remaining, that has disappeared with the cable removed from the back of the modem. I have a 10gig cell plan,unlimited text,unlimited talk, pay $40 month and stream and play games on it and usually still have 5-7gig left at the end of the month.
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Jim16, Champion

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Exede is for home internet.  If your happy with cell phone internet and watching movies on a 4 inch screen, go for it.  Data usage on a cell phone is not comparable to data usage on a computer, laptop, television.  So enjoy your cell phone and as long as your happy we shouldn't be hearing from you again... ( yeah, right)
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James

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nah tablet has a huge screen on it and a nice little stand and comes out 50 percent cheaper than satellite and does not use even half the data. or if I wanna see a movie that bad I still own a vcr and dvd player? happy? not hardly, since my issues have not been taken care of after 8 months. I am happy with my other provider but this forum is not about them this is about exede service. 
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Diana, Viasat Employee

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James, we have worked with you. We have no way to take your data.   

How may devices are connected to your router?
Do you turn them off?
Is your router password protected?
Does anyone else have access to your account?

Unplug the modem and the router from the power source (the wall) after they have been used.
The modem does not give real-time data usage.  It is delayed.