Video problem

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  • Problem
  • Updated 2 months ago
  • Not a Problem
  • (Edited)
For the last 2 months my GB has disappeared and as I'm tellin him my problem and continue saying. I see ur watched videos? ? ...so after the 2nd time of him saying this. .I got professional with him asking what kind videos. ..NO ANSWER! What time of day were they watched NO ANSWER How many GB did the videos use AND OF COURSE NO ANSWER. ..I didn't even get a chance to dicuss that my GBs have disappeared 2x on me..I only download during free hours 3 am 8am I have free Web browsing. ..so why is that when I awake from a download my GB maxed out...( Shentel )please run cable lines down my street...
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D'Apokalypse Daniel Walker

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  • I feel like I'm giving away free money..for the service im getting from the equipment and from the employees

Posted 2 years ago

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Stephen Rice, Champion

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I'm on the Liberty 12 plan.  So far I've used at least 55 gb of data this month.  Its working fine for me.
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Bev, Champion

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Many things can use data when you are not actively using a device or your computer. Automatic updates and, yes video usage can be high if you do not use a media blocker like UBlock and, browse the web - video on web pages, embedded or linked is video usage - not browsing. Say you go t a news website that has autoplaying videos at the top of the homepage - that's video, not included in free web browsing. Facebook images and videos, not included. Video advertisements, not included. All of those videos use data and count on an Evolution plan.

If you would like a more detailed report of your usage, email your request, contact and account information to exedelistens@viasat.com.
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les

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yup facebook and news sites are certainly a data drain.
you can turn off video for facebook, but that only helps a little as they have many other ways the ads are playing for us.
subliminal sounds and video are playing there. shuck it is free, but they are making money from somewhere that supports them in the manner they enjoy.
 and news sites? shucks there are stories and ads and other stories with large image files and video and flash and so much fine stuff going on to keep you interested in their site.
 Many of the WWW sites are carrying flash ads and video that we just [think] we are ignoring.
 our approach is to just turn it off.
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Lisa Crafton

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That's funny because I kept running out of data in 11 days then 5 days I turn my wifi off when I'm done using my laptop or tablet so it doesn't keep running in the back ground. I check my data usage and I had used 3,84 GB but was already on restriction so I unplugged my modem from with wall left it off for 3 weeks the last week of my month and 2 weeks after my new data month started . I went to a friends house to check my email as she has a different IP the first email was from Exede and I had used all my data in 5 days . IT WAS UNPLUGGED FROM THE OUTLET! I called to find out where it went after three people said you have not had your modem on for a while the third jerk had the nerve to say," OOOHH that's spooky, someone breaks into your house when you leave uses your data then turns if off right before you get home and they leave," What the hell? I never got an explanation where or if I evenn got data that month . That is breach of contract I paid for something I did not get. A contract  is for both parties I paid they don't deliver. Did that idiot really expect me to buy into his stupid story? Thats customer service?
 
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J&J

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so I unplugged my modem from with wall left it off for 3 weeks the last week of my month and 2 weeks after my new data month started . I went to a friends house to check my email as she has a different IP the first email was from Exede and I had used all my data in 5 days .
Lisa, your cumulative total use is not available to Exede on a live basis. They did not measure your data use at the ground station or some other place.  Your usage is stored in the Exede modem at your location and is read by the Exede system at a regular interval.  When you un-plugged the modem the last reading Exede got from  the modem is just that, it's the last thing Exede had to show you for what's what and it will not change until the modem is read by the Exede system.

When you plug your modem back in, allow 24 hours for the modem to update Exede and then make a determination about data use.

 
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Desperate

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I have the same problem..I used 19 GB in one day!!! I have had the plan for a year and never ran out before and did nothing different this month and still have 12 days to go in the month!!!!! I called and was just told I used them.... I think its a scam!!!!! Praying for another option to internet!!!
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les

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shucks I feel the frustration and pain.
I was on a 10.3 gb plan and the lest two years ran close and a few times over.
So we finally gave in to their pushing us up and bought a commercial plan of 27 gb and the higher dload speed [which is nice] upload was supposed to be better too, but its pretty much the same.
 back to topic - now they pull our data over 20 a month where before we used [according to them(even on weeks we were gone and everything POWERED OFF)
since we upgraded we do enjoy faster download, but they show/claim we use more data?  I use the net less than before - have adblocker, flash blocker and watch 0 video, only turn on the phone [which down load is blocked on, did this myself] and power OFF everything at night. yet still over 21 gb as of yesterday.
their dashboard was out of service for most of the month.
 I too had called in the last year about this and the claim I watched video and was on 24/7. [yet I know (and told various people there) that the system is unplugged overnight.] yet the person said their system showed we were connected to social media 24/7
 I wonder how we are connected 24/7 when my modem is unplugged?
they were unable to answer that.
 yes the frustration is real.
I certainly look forward to the time when cell service reaches here and we can use that source for unlimited Internet and be free from the data lords.
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Andy Schack

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I can't help but shake my head when I read these types of threads and posts. I guess being a dealer, I've about heard and seen it all. Nobody ever wants to take responsibility for their data usage...it's always someone else's fault. We pull SVT on several customers a day and we regularly see customers who only use 1-2 gigs per month and their modems are plugged in the entire month. When we install a customer and I get that sneaky suspicion that they aren't going to do a SINGLE thing we tell them to do......we even leave a nice printed out instruction sheets in a "report binder". Anyway, when I suspect one of these customers I'll have Erin pull SVT on them after a week and SURE enough they have blown through all their data or if they are on the Freedom Plan, a good percentage of it.
Had one just the other day and Erin gave him a courtesy call to inform him that at the rate he was going he was going to be dead in the water for about 2 weeks a month. He got all ticked off. She asked him if he had done the settings we left him CLEAR instructions on how to do......silence and then he got even more ticked off. "You guys should have done that for me" Nope, we're all adults here......it's time to do things for yourself. I'm SURE he has told people he knows to "stay away from Exede....they'll steal your data" rather than telling them "I've got the time to go out and buy all this technology but I'm not going to take a few minutes to do a few settings"

Long story short. If you are showing data usage then guess what?......YOU are using data, or at least SOMEONE is.

This example isn't to accuse anyone here but only to show some of the crap we have to deal with each and every day: I had an elderly couple.....salt of the earth looking....who we installed Exede for. A week later they called complaining about slow speeds. SVT had shown they went through their data and were on Liberty Pass and that the primary use was video. "We don't watch Netflix so that can't be right" Soooooooooo I drive all the way out to their house to investigate. The husband has a tower computer with Windows 10 so I offered to make sure the connection was set to metered. After I did all my voodoo I opened his browser to go to Youtube to see if a video would play and at what resolution settings. As SOON as I started typing in the address bar "pornhub" auto-filled. I didn't want to embarrass this man so I quickly typed in youtube and checked things out but I MUST admit I was PISSED. Here I drove all the way out......took time out of my day.....because they were irate that we were "stealing from them" and it turns out the husband has a porn addiction and wants to blame everyone but HIMself. Haven't heard a peep since. BTW, the husband was standing right behind me when pornhub auto-filled and I noticed he stopped talking mid-sentence.....he saw it and KNEW the gig was up. Did he apologize for falsely accusing me? No. Did he apologize for dragging me out for NO good reason? No.

Andy
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les

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shucks - it is nice that you retaliate with a story of a person watching porn and you say they are using the data.
that may well be true in some cases.
 I myself know when my modem is unplugged and unpowered that there was still data going somewhere [according to excede] but it was Impossible for Me to get any data when my modem is unplugged.
 as for others that have shared the same information?
If their modem was unplugged. then it is impossible for them to get any data - unless there is some mystery blu tooth device that no one knows about.
 like you Andy. I see too many posts of others that are having the same frustration with data being lost while their modem has no power or connection.
 for those that have a vacation cabin with excede internet and they power everything off when they leave. My thought is "why have internet in a cabin you seldom go to?" but I know of folks that have similar retreats and they like their net connections and they have limited accounts and they turn off everything when they leave and everything is fine for them, but they have a different ISP.  So I find it odd that others [like myself] have the "unknown data loss problem"
that just can not be explained.
 the story about the bugler breaking in to use the internet might have been an attempt at humor, And it did sound funny and not a reply to be taken seriously. It is similar to people attacking the user/customer and laying all blame on them instead of [as you did] actually looking into the situation to see where the true problem might be.
 in the one case you bring up [ouch bad boy] porn! or other video is a huge data hog and [in my opinion] porn is detrimental to the user and the machine and should be avoided [yes my opinion]. in any case porn should be avoided when your on a limited data plan. simple as that.
 however for those that avoid porn, gaming, fb, video, streaming - the list goes on. [iphones and those apps are avoided or watched very closely]  and the modem is unplugged for 4 days to a week or longer
[in the cases of retreats]
  where is the data being used when the modem is unplugged?

  as for stealing data?
I doubt that is the case as it may be as simple as excede's site is at error. thier sites are often down and or being worked on for various reasons.

 It might be better to investigate the data tracking system as it has been in error in the past.
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les

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yup windows 10 is a problem as it [like iphones] will just turn on an update feature as it chooses.
these OS are just too smart.
 I prefer win7 as you can turn off auto update and I have better control of it than win10.
 but when you have other programs [such as ms office] those programs can look for updates as they choose. adobe turns itself on, many anti virus programs update themselves too.
 I am sure there are several apps and programs that will update themselves when they are online.
 however when your modem is unplugged there is No connection for them to leech from the Internet connection that is Not available.
 
 I check my program settings when the machines are Offline and then check them later after going online as some apps are just too smart and they might adjust their settings when they detect a connection is available. And our apps do not seem too concerned about any data limits we have.
 So we need to look at those settings often. grr so much work just to surf email to research and say hi to other folks.
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Andy Schack

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You're right Les, after all, I've only personally  installed and supported over 1,000 Exede installations....how could I possibly know anything.

Andy
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les

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 shucks It is a mystery.
I have not found an answer to this yet.

  for those that avoid porn, gaming, fb, video, streaming - the list goes on. [iphones and those apps are avoided or watched very closely]  and the modem is unplugged for 4 days to a week or longer
[in the cases of retreats]

  where is the data being used when the modem is unplugged for extended periods of time?
(Edited)
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J&J

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where is the data being used when the modem is unplugged for extended periods of time?
Les,  I could copy/paste my information about leaving the modem un-plugged directed to Lisa, a few submissions above this one, but maybe you'll look back in this thread and find it yourself.
 
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les

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I believe you might have wrote the use is stored on the modem?

 that might be the case with the newer type of router/modem.
however I have the old model modem that is not a router, but just a modem and as far as I have seen and been informed that this model has no capability of storing this information.

 that was long ago and I ashed the same question then as I ask today.
 with the modem unplugged. How can the system use data?
seems impossible to me that an un powered modem, router and unplugged network and unplugged devices can use data when they are not using any electrical power.

 this is a mystery indeed.
(Edited)
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J&J

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I have the old model modem that is not a router, but just a modem and as far as I have seen and been informed that this model has no capability of storing this information.
No mystery.  The "Old" modem you refer to (SurfBeam-2) stores your information until collected by Exede.  Ask about this in an email to exedelistens@viasat.com if you have any further doubts.
 
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Andy Schack

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We have a modem in the store that is still tied to an NRTC acct and is still active...long story, anyway, it hasn't been hooked to power in two months. Just for kicks I hooked it up and verified it was still authorized and had Erin pull SVT for this and the previous month. Zero data used.

Andy
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Steve Frederick-VS1/Beam314, Champion

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les, the original SB2 modems (no wifi) need to be powered up for the Exede servers to poll the modem and gather the data use. No power, no data report, thus the Exede meter will have the same data reading until the modem is powered up again and it can properly report the data used. The same is true with the WiFi modem/router.

As for data being used when the modem is not powered, I have been a Wildblue and later an Exede subscriber for over 9 years, and I have never had any data disappear or get "stolen by Exede". My modem is the original SB2 modem, and it is powered up 24/7/365 through a battery backup UPS system. There are a few times that my modem will lose power, during a power outage of more than 90 minutes, but that only occurs once or twice a year.

My ASUS router has data monitoring capability and, the Exede meter and the router agree within a a half a GB during the  monthly cycle, and most often, my router is reporting the slightly higher usage. Also, during the summer months, I am seldom home, as I spend my warmer months at my lake place, where I have Spectrum internet. I monitor my Exede usage every day, and have never seen any data usage being reported while I am not at home, despite having my Exede modem and my wireless router powered up and on line.

If you are having data consumed, or reported on your Exede meter when you know that absolutely no devices are using data, there is a good probability that your dish is out of alignment, or you have a bad tria, bad coax cable or connector corrosion issues, which then must be looked at by a tech during a service call.
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les

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thanks Steve
and thank you Andy and thank you Craig

 I am sorry I was so adamant about the modem not storing information. I had bad information.

 gee the folks on the Excede phone I have talked to many times had told me this old modem I have did not store any data about use.
the 4 different techs that came to the house told me the same thing that this modem does not store a record of use as a router might.
 
 Shucks I believed them as in the "old" days of my computer building of outdated machines that used a dial up modem.
and those that used a cable modem that were just hardware that did not require anything more than a simple driver to make them operate. and many of the required drivers were on the windows OS making then plug and play.
 Of course dial up had no data restrictions and my only concern was if it dialed the right number and connected to the internet.
Once it connected - I was happy it did and gave it no further attention. [I miss those simple days]

 So this surfbeam2 modem does store the record of use in it?
you all are giving me better information than the techs or the folks that answer the phone for excede [no surprise there]
 I am able to access my router on my PC.
It must be possible for me to view my modem information as well?
 It would be nice to view it and compare it to my router info.
last month my router data usage report was about 200mb less than what the excede dashboard showed [which I thought was good]
 however the dashboard is often down and it would be nice to view the modem information.
 the exced phone folks told me that is not possible as there is nothing on it.
 And now you are telling me there is. and the phone folks were in error about this modem.
 How can I view my modem information?
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Steve Frederick-VS1/Beam314, Champion

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les, neither the SB2 or the WiFi modem store usage, other than the amount of data that passes through it. For actual usage, you would nee  to be using a decent wireless router with traffic monitoring capabilities.

The Customer Care folks you call on the telephone are third party people, with very limited technical expertise, they work from pre written scripts on their computer. Your most help comes by sending an email to exedelistens@viasat.com. If you use that email, be sure to include your account number and a phone number so they can identify your account. The folks that answer those emails are Exede corporate employees, and are located at corporate and have access to the network engineers.
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les

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 Thanks Steve
I have an ok router a year old netgear that does keep trac, sadly netgear is not good about providing any new/current firmware updates for their routers.
 So I wait until Excede might change my available plan and might be updating the modem here before I get another router with WiFi.
 its my guess excede might be updating their current model as some folks are having issues with it's WiFi.

 I myself see nothing wrong in a need for me to get a better WiFi router to help bring stable WiFi in my home and yard.

 It seems to be best to write excede listens in hopes of getting accurate information.
 those folks are pretty busy at the moment.
I have written them recently about the data use tacking and they replied with their data which  was very close to my router data tracking for last month.

Of course he sent me more details as to where the data was being used/sent to at my location. [I sure thanked him]

 I would like to see the info myself and not have to bother them about my need to see the breakdown.

 thank you for your reply - this helps me see the old info I had from the third party phone talks has been a loss of time and given me false information.
sadly the last few techs that came out were telling me the same information. { I heard as they  were speaking to the folks on the phone that I have heard before, So They might be misinformed as well} bummer
(Edited)
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Andy Schack

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Les, what model Netgear router do you have? Any recent model I've seen all have the Netgear Genie software in them.
For those who DO have a Netgear router with the Genie software, you MUST go into it with the app on your phone or tablet and enable the traffic meter.....for some reason it comes in the OFF position.
Andy
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les

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Howdy
I have the netgear g54-n150
and was able to find the traffic meter awhile back in the advanced settings. it was hidden, but needed turned on for it to monitor my data use and there are settings to send warnings and also to limit by choking you down to keep you from going over.
 I laughed as it did this a few gig before excede sent me the 70% warning.

 it is the genie software and it works when you go searching to find the traffic meter.
 It has other abilities that might be useful.
sadly its a few years old and there are no updates for the genieware for this model.
 I will wait and see how Excede updates change things before getting a new router. this old 150 has served its purpose and it functions very well back here in the woods.
 the Wifi reaches in the yard clear into the cabin. So it is working as thats near 200 feet away out the window and across the yard.
 the netgear itself seems not to draw much data, So thats a good thing.

 It works as it is and I had no clue it could be accessed with a phone app.
my access to the router is thru the genie on my desktop.
the excede rep/tech accessed it a few months back and he said it was good and gave me a few pointers about it.
He was not aware of any firmware update for it, but said I should search for 1 and use it if I found it.
  but so far the genie reports it is current.
and email to netgear reported the same version that is currently on it.
(Edited)
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Andy Schack

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That IS a pretty old and low powered router. You might find it worth the money to upgrade to something like this https://www.amazon.com/NETGEAR-Wireless-Router-Gigabit-R6200/dp/B008HO9DIG/ref=sr_1_14?s=pc&ie=U...  it's 49.99 on Amazon which is a STEAL, is true dual band and has a usb port in the back so you can hook up an ext hd. At hour house I put ALL our music on the ext hd and I ca sit on the back deck and access all the music without using any data.
Whatever the case, I would strongly suggest installing the Genie app on your phone....it makes it a snap to access your router and traffic meter.
Another handy feature is that it has a network map which shows all currently connected and recently connected devices which can be real handy. You can even turn on a setting that pings your phone every time a new device connects to the router.

Andy
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les

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wow thanks Andy
yup my router was old, but new when I got it from newegg last year.
the model is old, but it did what I wanted.
 and you find  an even better one! nice.
I hadnt shopped routers in awhile. we have prime there so if there is a problem. my family tell me the returns are easy to amazon.

 my wife would like the music ability. even tho she uses her cool apple earphone pod things for her music. She dloads the music when away from home and has it stored on her device.
 that was all her idea to save our data at home for browsing.
 
 I am very tempted to get that router you suggest as It is sure to be better than the 1 I have. it was $30 when I bought it. so $50 [49] is a good price for a better router.
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Andy Schack

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When I've got the Genie app open and I click on a song that is stored on the ext hd, it downloads the song from the router to my phone, I then have two choices, 1) I can simply listen to the song and when I click back on my ext hd's library it automatically deletes it 2) after it downloads to my phone I can click "save" and it stores it in the Genie's download folder.
If you do get that router and need help with anything, feel free to ask.
As for the prices on routers on Amazon, it's a hit or miss. This router, once sold out may not re-appear for weeks or months.
I JUST came back from an installation and I sold the customer one of these very routers. He was very happy with the range and features.

Andy
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les

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 that looks good - so I think Ill order 1
my thought is to add the square trade 4 yr warranty as netgear isnt that great in warranty or support. ;)

 your description of the features makes it more appealing.
and that phn app sounds like a great tool to view use. :)
 I think I will not install or update it unti after midnight as that is our unmetered time and It will allow lots of time and data to get it all tuned up for our data limits. :)

 thank you
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Andy Schack

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You're welcome. Couldn't help but chuckle when I read where you said my description made it more appealing....I've left product reviews before on Amazon and explained how the product worked and how to use it and had folks leave comments stating that MY description and explanation was better than the company who was selling it.

BTW, when you first hook it up and turn on the power to it, just WALK away for a few minutes. It can take a few minutes for it to first boot up and do all its little test.

Andy
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les

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 OK
 I read about the "wait" after hookup
and found awhile back to power up the modem first, let it boot before powering on router and other devices after the router has completed its connections - yup takes time, but thats a good time for coffee or to read the directions - lol

 eventually everything will light up and be happy. :)

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