Inaccurate usage

  • 3
  • Problem
  • Updated 9 months ago
  • Acknowledged
  • (Edited)
Usage innacurate
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James Irvin

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Posted 1 year ago

  • 3
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Tim Spake

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In 2 days?
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James Irvin

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We haven't even been home the last two days.
There is no way we used 87 gigs.

Something is wrong on the exceede side.

We changed plans a month ago and this happened last month.
Customer service said, yeah, looks right to us- we're closing this complaint.

Sigh.
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Wedge Harris

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I got the same treatment each time I called about this same thing. 
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Tim Spake

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Normal customer service I see
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Tommy

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We just got a crazy bump of 45GB usage in one day as a business customer. That has never happend. Ever.
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Tim Spake

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Now you have to waste time dealing with this issue or watch data disappear and get billed for more usage.
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James Irvin

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I am just so frusterated. I worked for a sat company years ago.
I'm sorta schooled on this stuff.

The first customer serv gal said, yeah... this isn't right... then they shut her up and I had another person, tersely, email me..."we're closing this complaint out; we wee no problem".

I'm trying to be patient, but man, last nite the download speed was .5 GBS.
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Tim Spake

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Funny how familiar this sounds. I've been told to escalate to a different level. Hope it works for you but I have the same speed issues.
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James Irvin

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Next month I'm going to unplug the modem and when thernis "usage" ....

They are gonna have some 'spainin' to do.
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James

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do it the right way and document it. unplug the Ethernet cable from the back of modem but leave modem powered on. check it from public wifi or cellphone connection at https://my.exede.net/dashboard but also check with using the esvt so you can get better details since dashboard has to "catch up"  this is best done at a fresh reset with free zone. and if your esvt is not blocked which has been happening to a lot of people more frequently since this method has been put out .
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James Irvin

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OMG...
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Tim Spake

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I can't use mine when speeds are good because I am at work. When I get home it has slowed to
a crawl like you. Pay for 25Mbps but normal use time is around 2Mbps.
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Deku, Champion

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@james if ya leave the modem unplug then you plug it back in then its going to use some of your data to update the usage and updates onto the modem and so on... but id recommend leaving the modem as it is plugged in... 

also @tim imma using my 12mbps and imma just fine this morning. but if ya having problems then id suggest calling or emailing exede about your problem.
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Tim Spake

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They do nothing so I will not waste any more time doing the same thing and expecting a different result.
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James

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yep just remove the Ethernet cable but leave modem powered on, this eliminates ANY problem on customers end and allows modem to still properly "update"
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Brad, Viasat Employee

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Hi James

I looked up your name and see that you worked with Diana, I can check for you to see if I can find what happened if you email me at exedelistens@viasat.com. If you do this today it's going to definitely be me that handles the case for you. 
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James Irvin

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Look... I don't even want to get into the mathmatics on this stuff.

It is impossible with the data speeds for us to have used 88 higs in two and onenhalf days.

There are physical laws that preclude this.

I noticed that I can no longer accesess that hourly usage thing. Heh. Wonder why that is.

I know what bandwith we're suckin' up and down. I monitor every ...i.p. Address , times ...

Crap...
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Brad, Viasat Employee

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There could be several things that can do it, it's not impossible to use that much in a small amount of time. Things like system updates, streaming, gaming or multiple devices are easy ways for this to happen. A lot of those can use FAR more data than expected and some things such as a software updates could go on in the background with minimal to no real indication of it happening (usually something like a bug fix but it uses a lot to update). 

Of course this is 100% me just saying what could cause so much data to be used up. Without you emailing me with your account information all I can do is guess, but if I am contacted I can personally review your usage and find the culprit or if in the very rare case something is amiss I can escalate it to reflect properly. 
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Grumpyoldman

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I doubt this is your problem because of your throughput but i'm throwing it out as a thought. The first thing I would do is to change the encryption key on the wireless network to be safe. The thing I did was to put a netgear router behind the sb2 boost router, port forwarded all ports on the sb2 boost to the netgear router and enabled its traffic monitor I compared it with the usage and it was way off. So I got to snooping around a bit and found the direcTV was hooked into the boost router instead of the Netgear router and was doing some on demand downloading. Changed that and everything went back to about a couple of Gb of which the netgear router said I had used more than exede did. Makes sense because the possible delay of 24hrs on usage data. I also set the traffic manager on the netgear router to blink the Internet light about 3 Gb before my data cap. So depending the days remaining, the cell phone may become a hotspot. Finally unplug the sb2 Boost router power supply after you get the usage data when you leave for an extended period. When you return, the data should not have changed significantly.

 Also I have had in the past a problem with dropouts on the sb2 boost router. I had 2 routers replaced before I put a fan on it to cool it down. The problem went away not to return again (1.5 years). Check the back of the sb2 right at the antenna connector. You should not have the urge to to pull back when you grab it. If you do find a fan to blow air into it from the front. Mine runs cool as a cucumber now
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Wedge Harris

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We don't stream music or movies.  We don't do more than an occasional one minute youtube video.  We facebook and we play games on our phones.  Yet we can clip through 4 gb of data in four hours. All of our social media settings are set to not autoplay gifs or vids.  PS4 doesn't download updates until we tell it to.  My wife is the only one with a device with cloud data storage, and all of that is simply work documents (word and pdf)  Wifi password protected.  No neighbors even if it wasn't password protected.  Yet, every time I complain they tell me, "Nope, we stand by our data usage meter."