Data issues

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 having trouble with exede constantly claiming that we have exceeded our data allowance, even when we haven't even been home for the days that they claimed the data was used????  we are passworded and no one has it. i am thinking about filing a complaint with puc regarding their practices and the multiple falsehoods they have tried to tell me on the phone.
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Jamie Baudizzon

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Posted 4 years ago

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danny hulsey

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yeah I hear that I am always using my data up they say but I don't facebook and do a lot of downloads. I read somewhere on their site that windows 8 has a direct link to the window store and that is where our data is going .The reason I say this is because when I called exede the guy said I did a lot of shopping online which I don't so maybe it is true if it is exede needs to help up us get out of it they say it even does it when the computer is turned off maybe the big boys can help us instead of getting into our pockets for more data
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Steve Frederick, Champion

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If you are using Windows 8.1, make sure you have the setting for Data Metered, this decreases many of the downloads that Microsoft does in the background. Also turn off all cloud based applications, and have all updates set to manual, nor automatic. Do the updates during the LNFZ. 
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danny hulsey

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I tried that but could not find what I was looking for walk me through it step by step
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Sherrie Gamblin

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My problem is that I upgraded to 20GB  a couple of months ago. Last month I did not use all of my data. This month I have used all of my data and my billing cycle ends in 8 days.  I know that I do a lot of online stuff but 20 GB is a lot, and I do have grandchildren with iphones but that is why I upgraded, but I did not receive a notification on how much data had been used nor did I receive one saying I had used all of my data.  My last notification was March 4th for my bill. Before I upgraded I was using 15GB a month because of Holiday shopping.  I am about to get fed up with and find another company.
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Exede Beau

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Sherrie, I'm sorry you're having trouble with your data usage. I'd be happy to review it in more detail with you and figure something out for you. Please send me an email at exedelistens@viasat.com with your account and contact information. Please reference this post in your email.
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Josh

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that is not true about the windows 8 because I still have windows 7 with same issues,
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ExedeKarmin

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Hi Jamie,

I will be more than happy to go over your usage categories and figuring out where your data is being consumed.  When can compare that information with your families online activities and the different devices you have in your household.  Please send me an email to exedelistens@viasat.com with your account and contact information.
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Jamie Baudizzon

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thank you for this offer.  i am reluctant because of the nature of the responses i have been getting when i try to work this out.  the various reps i have talked to have made excuses/explanations so contradictory that they cannot all be true....when that is all i get month after month after month, what am i to think?  additionally, i was promised i would get a call after thanksgiving, and it never happened...sigh....it sure seems like i am being scammed--accused of using data even when no one is within a hundred miles of the house or more for example, and it seems like i must be being lied to when i can't get a straight story.  paying you all this money should provide a decent, easy, convenient service--but no, i am being lied to, treated disrespectfully almost every time i call, and NO solution.  understand that at the beginning of the billing period, we have TERRIBLE service, at the end of the billing period when we have supposedly used all our data, we get NO SERVICE
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Old Labs (VS1-329)

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Don't be reluctant to reach out to that email address with your account and contact information. Most find it to be a more positive experience than phone support.

In the meantime and if you haven't done so, take a look at the following link to see if any of the recommendations there apply to your situation:

https://community.exede.com/exede/topics/data-usage-tips
(Edited)
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Me the customer

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Don't reach out!!!  They don't help!!!  For some reason, they want all of your information and it is not to help you!!  Trust me!!!
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Exede Kimberly

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Hello Me the customer, I have yet to receive an email from you in regards to your data usage. Please send in the requested information so that I may help resolve your issues. Thank you.
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A. Everett Neuman

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Hi Jamie,

Try installing this program to monitor your bradband usage in real time. It will track all activity of any reaction with the internet and on your home network system.

http://codebox.org.uk/pages/bitmeteros



You might be surprised at what IS running on your system. It will track down into Kb's and then up to Mg's of data movement.

Open it in a separate tab or browser window, then surf to your favorite sites and watch the spikes as websites open. 

As we have stated before on the forum, if it moves or blinks, it's burning data.

I can not say that a problem might not happen with the Exede equipment. But with watching the issues of data and Gig's being lost with no apparent reason on this forum, most are due to the end user having UN-monitored/ UN-known data usage, and things are just slipping by UN-noticed.

Just as several post have been about making Exede prove where your data went. I would suggest you prove the data did not leave from your location.

Let me and the other forum members see the proof, and we will back you all the way to the Exede big mans desk.

Believe me, this question will come up for anyone wishing to take class action, contact the BBB, or any other type of legal action.

Show me!
Everett
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Me the customer

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The only thing "slipping by" is my money to you guys!!  Yes, you are part of them.  However, it does not go unnoticed!!


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Jamie Baudizzon

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so once again i am in data restriction, and i got a huge runaround and completely contradicting statements from the latest rep.  i am so tired of this runaround and over a year of paying for a service that is terrible to nonexistent.then, to add insult to injury they constantly claim we have exceeded our limits, often when no one has been home and there has been no service used!!!  i believe we should build a group of us and let's file a group complaint with public utilities commission and any other regulatory agency that would be appropriate.  let me know if you are interested.!
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Justin Mercier

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I have my own qualms with Exede, but I have to defend them in this case. By the way, I work in IT so a lot of this was second nature, I understand managing networks is not everyone's forte.

When I first got Exede I too thought that something was amiss. But then I started investigating and was shocked to find that my iPad and iPhone were constantly sucking down volumes of data even when I wasn't using them.

I was also surprised how much data my DirecTV receiver was running through even when it was 'off'.

And my PS4? Oh yeah, that too will autoupdate off the internet even when it is 'off'.

Once I took more active management of my network usage, such as putting my iPad in airplane mode when I leave and configuring all my devices settings to prevent auto updating of patches and apps, my meter never moves unless I am using it. I don't even turn off my modem when I leave anymore, and I haven't hit my cap in awhile.

Again, this was kind of inline with my job expertise, so I think Exede needs to better help users identify devices that are true data hogs with clear guidance on how to manage those devices. This board is littered with these complaints and a little initiative on their part to have more comprehensive tutorials would buy them a lot of good will.
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Me the customer

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Don't have a PS4, iPad, iPhone nor is my Direct TV hooked to the internet!!  Try again buddy!!
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sean

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12/22 - I also am having huge issues with Exede registering huge usage that I know is not happening.  On average I have used less than 5Gb per month for nearly 2 years.  All the sudden last Friday working from home the performance became so slow I could not function.  I did the the usual hard reboot a couple times then went to the website using my phone and cell signal (what a pain) to find all 10Mb were gone.  I called and was told a lot of data was used on social media.  I don't do FB or any of those silly apps.  They then told me Exede is offering 6 "promotional" of 5Gb blocks each that can be added to the account with a phone call to Customer Service.  I said something is wrong with the system however I need to do my job so please add the 5Gb.  That was Friday at 3:30 pm   I left at 5pm and did not return home until Sat. 6pm.  No internet connected devices in my home while I was gone and secure WIFI system in the middle of the woods.  Sunday I listened to Pandora for a few hours and did some Amazon shopping.   At 9am Monday the same performance issues as on Friday and when I checked the 5Gb were gone.  So I opened a trouble ticket with Technical support ( they say up to 72 hours to respond) nice service.  Also burned another token because I need to get work done.   Something is definitely wrong with the system and its data meters.   Interesting these 6 tokens are out there - when I asked why I was told it was to promote the new website.  In that regard, I have never seen such a mess when it comes to website management as with WildBlue and Exede.

12/29 update.  Another 5Gb burned up (3 hours of Pandora and some Internet site activity in the last 6 days, phone WIFI is off) no contact from technical support from the ticket put on 12/22 - I think we are slightly past 72 hours even with the holiday.    Custome Service said this morning you can use another promotional 5Gb or wait until your account updates in 2 days.  Technical support is supposedly still working on the issue.   I am trying to work from home and need full speed access to do my work. 

There is definitley something wrong with Exede systems and their Customer Support is no help.

 

 

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Steve Frederick, Champion

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Sean, you should send an email to the Exede Social Media Monitors at exedelistens@viasat.com detailing your concerns. You may well have a problem with you Exede equipment or dish alignment. That email connects you to the best group of people you will ever work with, so much better than that you get by calling CSD by phone.
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Waterpixe70

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Can you explain the data usage on Directv? I too have their service but don't use the on demand feature since that would use data but record shows. I just want to make sure I am not missing anything that can potentially be an issue. Thanks.
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Steve Frederick, Champion

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Annalisa, recording show on DirecTV will not use your data. The best way to ensure that your DirecTV DVR is not using the internet for anything is to make sure it is not connected to your in home network, either with Ethernet cables or wireless.
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Jamie Baudizzon

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so, once again, i have no service from exede, and as of yet, i have not even received a message from exede about data usage...i just can't send or receive data, again.....paying close to $100.00 to them every month for nothing.....i am so tired.  all of my calls to them solve nothing....and i understand about the technology that might use data without us knowing, but we are gone for days at a time, taking our technology with us, and even though we have secure wifi, live in the woods, and there is no one in the home or around, exede continue to claim that we are using data...after a while u have to start to believe that they are not being straight with you...SO DISCOURAGED AND ANGRY.  my last phone call a few days ago, requested a call back from a supervisor, because of course there was no one available to talk to me supposedly, requested information about how to file a complaint with regulatory agencies, and OF COURSE THEY HAVE NEVER CALLED ME BACK  :(
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Jamie Baudizzon

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ok, tried again to call exede and see if i could get any progress, only to be assured that the staff would get back to me instantly "if we got cut off again..."  which of course we did, and then of course they never called back...now, i sign back on and they have changed the name of this blog line that i started, so that it would not reflect the true nature of my concerns.  why do you staff have the right to change my title on here?????  and yet u claim you are transparent and have nothing to hide!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!  wow...actions speak louder than words
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Jamie Baudizzon

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ok, tried again to call exede and see if i could get any progress, only to be assured that the staff would get back to me instantly "if we got cut off again..."  which of course we did, and then of course they never called back...now, i sign back on and they have changed the name of this blog line that i started, so that it would not reflect the true nature of my concerns.  why do you staff have the right to change my title on here?????  and yet u claim you are transparent and have nothing to hide!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!  wow...actions speak louder than words
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JEP

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Jamie, Hey, no kidding, if you want answers to your issues, strongly advise you to email exedelistens@viasat.com and give them your name, install address and account number.  A lot of people have been helped in this fashion.  As for data usage, I have been a customer for over 9 years and despite all of the complaints of "data theft" I am only aware of a couple of times when the Internet provider was partially at fault.  That was when a poorly aligned dish would not allow Outlook to complete it's mail download and Outlook got stuck in an endless loop downloading massive emails over and over.  (I don't think Outlook has that failure mode anymore).  And obviously, this did not occur when "the computer was off and no one was home."  Good luck with getting your problem solved.
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Exede Kimberly

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Hello Jamie, we change the titles around to make searching easier for customers who are having similar issues. I would definitely suggest following JEP's advice and send us an email. We will be able to take a closer look into the issues you are having. Thank you for follow-up on here to let us know what's been going on.
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Herman Rogers

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I am completely unsatisfied with my service at EXEDE!!  I very seldom get advertized upload speed of 12 Mbps - it is usually 3 to 6 Mbps at best!!  That is UNSAT.  Also slow my speed to a crawl often!!  I have been unhappy with my service since it was installed in Sept 2015!  It is no better than AT&T Uverse!!  At least AT&T does not slow down my speed!!  I would advise ANYONE to not sign up with EXEDE!!  It is UNSAT!!
(Edited)
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JEP

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Did you have Uverse and switch to Exede?  If so, wow, you should have done your homework.  If you moved to a location that only has satellite Internet, then Exede is the best there is. 

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