Still have half my billing cycle to go and already past 70% data used

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  • Updated 3 years ago
  • (Edited)
Continued data loss though not quite as fast as before, but we have been extremely cautious. Just casual browsing and emails. But still the data loss is happening.  I really wish Exede will remedy this. I am very tired of paying for a service that I am not getting.
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Steve Walker

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Posted 3 years ago

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ExedeNeil, Official Rep

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Steve - I added some info to the thread titled "... QUIC ..", where you posted some comments.
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Virgil Teffeteller

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Steve the same thing has been happening to me for the last 3 months.I have been with them sense the change over from wild blue and was with them for years with  wild blue, and in that amount of time I may of went over data twice.Now the past three months I am having to buy more and more data.I think they are charging people for the free time after midnight until 5 am I have emailed them twice the last two months.I am over it if it happens again this month I am going to be taking my business else where.
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Patty Bray

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I am having the exact same thing.  We only use the internet for things like email My new billing cycle started 10 days ago and I am already almost at the 10gb that I pay for.  This is frustrating.  I am glad to see it is not only me.  When I signed up for this service I was a little cautious since this was my first time with satellite internet. I see now that I should have been down right scared.  This is awful. The customer service that I have received thus far has been awful and in no way helpful. It seems like the company is under the impression that some of us have no options but in reality I am not sure it would be worse to not have internet as frustrating as this is. 
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Exede Lindsey

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Hello Patty, I would love to help figure out what has caused the spike in usage. Please send an email with your account and contact information to exedelistens@viasat.com so we can address this issue as soon as possible. Thank you. 
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Virgil Huston

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I hate to say I am happy to see I am not alone, but it seems as if this is standard operating procedure for Excede. i started on wild blue, never a problem and the few times I exceeded data usage I knew it and paid for more. Since January, it has gone in the toilet. I run out after one or two weeks without any change in usage. Service is slow and appears throttled AT ALL TIMES including the beginning of the billing cycle and during the so-called "free" usage hours. I am actually considering going back to dial-up. Most likely, I will switch to Hughes Net. Excede has always ignored my requests for help or relief in this. As I see it, they owe me some major refunds for not delivering. Not holding my breath on that, ha ha. I just hope Hughes Net is better. We had better satellite internet when I was in Iraq and Afghanistan (private commercial satellite internet, not talking about military networks. Doesn't say much for Excede.
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John A Jones

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I am having the same problem.  Started with .4 GB left this morning and only read headlines and one news article.  With in 1 hour and 20 minutes I was restricted.  No way did I use that much data in that time frame.  Time to look for a new provider but it want be Hughes Net.  They are the worst one on the market.
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Old Labs

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Installing a robust traffic monitoring application will allow you to confirm or not whether your data usage is in line with that reported by Exede. Recommendations vary by operating system so would need to know which operating systems your using for all attached devices. 

At the same time, your router may have built-in traffic monitoring features which can be used to confirm or not as the case may be.
(Edited)
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ExedeNeil, Official Rep

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Virgil and Steve - please send me your modem mac addr or acct numbers, via the wildblue forum site. We are working diligently to get to the bottom of this.
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Steve Walker

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Information sent
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Steve Walker

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Update. Last night when I went to bed I was at 10 gigs.  I turned off my computer, and unplugged the router from the modem.   This morning I am at 11 gigs used.    
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ExedeNeil, Official Rep

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You can find the modem mac addr on your Exede page at 192.168.1.1
Acct number will do as well.
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Terrye Road Toad Kinch

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I, as well am experiencing this, for probably the last 6 months at least. Never went past my data cap, not it's every month and we have been extremely cautious. What's the deal with the restriction tracker saying we are using Megabytes and the actual data usage page saying we are using the same amount in Gigabytes?
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Exede Lindsey

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Hello Terrye, I’m sorry to hear about your data consumption issues. I would be more than happy to review your account and escalate over to my engineers to review your data depletion. Please send an email to exedelistens@viasat.com. Thank you for your patience. 
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Susie Howell

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I have been having this issue as well. And when I call them I get the run around or talked down to. I shouldnt have to unplug everything in my house when I go to work as it has been suggested to me. I shouldnt have to change my password every week as I have been told. There is no reason if my house is empty all day, I have purchased a new router, changed passwords , etc etc that I run out of 25 gigs in 14 days! But yet I have, Month after month
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Exede Lindsey

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Hello Susie, I would be more than happy to review your account and escalate this issue over to my engineers to review your recent data depletion. Please send an email to exedelistens@viasat.com. Thank you for posting. 
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Steve Walker

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Update. Get home from work today from 7 am -6 pm. No one home, all devices unplugged from router only modem is active. Last night when I went to bed it was like 11gigs used. I get home today and it is now at 12.2 gigs used. a 1.2 gigs roughly used while I am not hoe and only the modem is hooked up.
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Knight Rider

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Get up with Neil and let him know so he can look at his systems and see what happened
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Steve Walker

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I have
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ExedeNeil, Official Rep

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Quick note for everyone - the usage displayed on the Exede website for your account is sometimes behind by several hours. More so when there is some maintenance activity. So, try to account for the fact that you may have used some data few hours before you first checked the meter and when you next checked the meter, it got updated.
Nevertheless, do send me your mac addr when you think there is a glaring discrepancy in the reported usage.
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Amanda Fleenor

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I was just informed by Debra S in your customer service department that the usage meter updates every 15 minutes and is highly accurate.  And now here you are saying it is sometimes behind several hours. 
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Virgil Huston

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Sorry, but this is a standard Excede BS answer. They think we are all chumps and idiots. Perhaps most are and just pay and pay and suffer and suffer and suffer. Hughes Net, here I come.
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Steve Walker

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I am now at 14.3 gigs used as of 7pm eastern on 5/15/15..  I have been very dilligent about controlling my data usage but its still gone. Granted at a much slower rate then last month...but I still have 12 days left in my cycle and now They will be spent capped as I refuse to spend a dime on buying more data when I feel the data loss is not my fault. I just dont know what more I can do. 
I thank Neil for helping and Beau , I realize it could take time, but meanwhile I am still screwed and still paying full price for a service that faulty.
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Exede Lindsey

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Hi Steve, if your still experiencing data issues I would be more than happy to review your account to identify were those GB’s may be going towards. Please send an email to exedelistens@viasat.com. Thank you for posting
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Steve Walker

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Lindsey I have already had Beau and Neil looking into this and its still not resolved.  It has been going on for a month now. And once again I am in data restriction due to no fault of my own.
(Edited)
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Shannon Lockhart Duggan

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Same here Steve. We are only 9 days into our billing cycle and have already used all of ours. We pay $129/month and it always says we use all our data just a few days into it. My husband is an IT network manager and has never seen anything like it. It does seem as if this all started happening when they switched from Wildblue. Not sure what is going on. We are beyond frustrated. 
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Virgil Huston

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It is most likely software written specifically to make customers think they are using too much bandwidth to get people to pay for higher priced plans. It worked on me, I can say, except there is now no higher priced plan I can go to, so they just throttle me seemingly 24/7. Satellite internet should fall under monopoly laws. They just don't care, we have only one other choice.
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Suzanne Wanser

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OMG! I have had exede for about 3 months now, and have upped my data since signing up, I thought we were "using"  an excessive amount of data from day one, especially when we are in data restriction in under 10 days  each month, regardless of how little we use  on the 1 household laptop...we have even cancelled our Netflix to cut back..to no avail. Something is definitely up considering 3 ppl in home and 2 are in school all day. We each have smart phones with data on them and we don't even come close to using all our allotted data a month on them so how can we use 15 in 10 days? especially when most times no one is home... and the kids are glued to their smartphones and, no the smartphones are not hooked to the Wi-Fi, and our Wi-Fi is password protected, very securely, I will add, so that isn't it..If I knew this was going to be the issue, I would have never signed up for exede.. my hopes is this gets straightened out, but I am relieved I'm not crazy and can now stop blaming the kids.


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Exede Lindsey

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Hello Suzanne, sorry to hear about your data consumption issues, I would be more than happy to review your account and see if we can pinpoint where your GB’s have been used for. I would also like to make sure there is not an internal issue causing your data depletion. Please send your account and contact information to exedelistens@viasat.com. Thank you 
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Steve Walker

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Exede has stopped contact with me. Has been 4 days since I had communication with Neil and have not heard back from Beau after several emails.
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Terrye Road Toad Kinch

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I was finally able to connect with Diana and of course, it was all my fault. Yes, I'm using all of the data and yes, they are aware of all the problems, but all of them, when checked into, are accurate, people are using that much data. Bull! They said that Wildblue was way slower so of course when we switched over to Exede, we would use more data faster. She didn't claim to have any knowledge of a satellite restriction tracker reporting mbs used when exede reports gbs used. She said she would escalate the request to see where all of the data was going, but I don't expect them to come back with anything other than "yes, you are using that much data". So, I guess I will be contacting the Federal Trade Commission as well.
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Old Labs

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Thanks David.

I'd tried Flash Control a while ago but it was one of the those causing my video driver to crash. Noticing that a more recent version was available decided to give it a try once again during LNFZ and no longer causes video driver problems (it may have also been caused by a conflict with AdBlock).

Unfortunately, HTML5 video behavior is similar to that when using FlashBlock and it only affects the autoplay attribute of HTML5 videos not the preload attribute as shown shown below:



Note that while autoplay has been blocked that the video continues to preload as evidenced by the tracker bar at the bottom (also confirmed by my router's realtime traffic monitor - chewing through 20 MB in a flash - at that point I decided to simply watch the video since the data damage had already been done (besides it was LNFZ anyway).

Going a step further went to another video and immediately played it and then immediately paused it as shown below:



As shown despite pausing at around the 6 second mark, the video continued to pre-load while paused and once again another 20 MB gone in a flash (also confirmed by my router's realtime traffic monitor) as it completed buffering by the time I finished the copy and paste.  

Nonetheless, I'll probably continue to use Flash Control since it does give a visible indication on whether dealing with Adobe Flash or HTML5 at least allowing me the opportunity to "get the heck outta there" quickly when it's HTML5.

My apologies to those who might consider this a "wall of text" or a "full blog post"... 140 characters or less just won't do it.

It's neither, just some information that all Exede subscribers on limited plans need to understand in terms of data usage since we frequently hear "but I don't watch videos" - you no longer have to "watch" them, it's enough that they simply be present on any sites that you may visit if the web site developer decided to utilize the preload attribute.

Further tests to determine if anything can be done are deferred since my LNFZ just turned into a pumpkin...
(Edited)
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Old Labs

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One would think that a satellite provider would not contribute to the new Internet notion that everyone has unlimited bandwidth.
Not sure what you're referring to here, Virgil, unless the bundling that occurs with Accelenet. Suffice it to say, that doesn't include all page elements, just the static elements that you'd incur a data hit on regardless for the page to be minimally usable - it's more to give the illusion of speed by eliminating unnecessary server round trips.

It's the dynamic elements of a page that chew up data (ads, videos, soime java script activities, etc. 
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david, Champion

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I was playing with Flash Control last night during the LNFZ and yep, it let's html5 load in the background. I tried everything I could find in a Google search and nothing stopped html5 from loading in the background no matter what they claimed.

I did find a solution at least for YouTube, a plug in for Firefox that only let's Flash run on YouTube, no html5 and I can control Flash.

You would think someone could come up with a way that works to stop html5.
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Old Labs

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Here's a Firefox workaround that works with Flash Control (probably FlashBlock also):

http://www.trishtech.com/2012/04/disable-html5-media-in-mozilla-firefox/

Causes HTML5 video to be disabled and reverts to Flash behavior after a cursory test (to be more fully tested during LNFZ). 

Not sure why the following was archived and no longer publicly visible  was going to include it there also:

https://community.exede.com/exede/topics/data-usage-tips

Despite being an older post all data usage tips there are still valid and consolidated in a single place. Maybe those who claim ViaSat just wants us to use more data and buy more have a point after all.   
(Edited)
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david, Champion

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I've never understood why the usage tips weren't a sticky at the top of this site with a big read me first tag.
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Knight Rider

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So now were to the point of that no matter what anyone says they are wrong and you are right? Interesting...
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Old Labs

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We've been to that point for far longer than you or I have been around here... 
(Edited)
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Susie Howell

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So this morning I contacted your company. I asked for something simple to be handled. I needed the cc on file to be deleted and I would supply a new one when I get it handled by next week. Was told no I cant do that. I cant change my payment..hmm makes no since. Then I ask to have a supervisor call me.. was told nope.. I have to call a supervisor. WOW REALLY???!!!!! I have been going round and round for way to long... this is all it took to push me over the top. I will  be changing companies. I am done with the games and the bullshit!
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Exede Lindsey

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Hi Susie, I apologize you had to such a bad customer service experience. We greatly appreciate your business. I would love to further assist you with your billing needs. Could you please send me an email with your account and contact information to exedelistens@viasat.com so we can get this taken care of as quickly as possible. Thank you 
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Susie Howell

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Steve I tried online. But you can only change it, not remove it. I want my cc on file removed. I havent opened a new account yet.. and I am not sure what day that will happen.. if at all before Saturday.. because we had a tornado hit our town last night and things are hectic here in our small community.
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Susie Howell

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Thank you Lindsey, but I will be canceling. Im done with all the games and the stress of it all. Im tired of paying over 200 for internet that we cant use.. Im tired of rude customer service reps. Im tired of broken promises. Thanks tho!
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Exede Lindsey

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Hi Susie, if you do change your mind and would like for me to assist with your billing matters please feel free to shoot me an email. Thank you 
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Tina L

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EXACT SAME HERE! I am filing a BBB complaint and writing to the Attorney General. Seems this is not a "user" problem but a "supplier scam."
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Brad, Viasat Employee

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Hi Tina please email us directly at exedelistens@viasat.com for further assistance

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