UNEXPLAINED DATA USAGE

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  • Updated 2 weeks ago
I too am having UNEXPLAINED DATA USAGE problems. I have now spent a total of 6 hours on the phone with exede just going in circles. Still no one can explain how we could have used 31.6GB of data between 12am-5am on a single i phone that no one was using. They have spent hours trying to tell us that the kids were streaming but we live in a 1 room building and no one was up the night 31.6 GB were used. I wouldn't even know how to use that much data. We have been on the 150GB plan and regularly use 80-90GB per month. They DO keep insisting we consider changing our service to a new plan with a new 2 yr. contract which we don't want to do. Last Friday the service rep gave us 16GB. Before I went to bed we had used .8GB but at 7am all 16 GB were gone and it all happened between 12-5am when we were NOT ON the internet. We are very frustrated and working on a complaint to the Public service commissioner now. I see on this board that others have had similar issues. Has anyone had any real luck in dealing with it? Are there any other legal resources to consider?
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Yerger Andre

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  • Angry, anxious and upset

Posted 3 weeks ago

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Stephen Rice, Champion

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Is your wirless network password protected?
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Yerger Andre

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yes and we are isolated
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Oliver

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unplug the modem when you go to bed. and NEVER give up your current 150gb plan.
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VeteranSatUser, Champion

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I agree! Eliminates any controlled or uncontrolled data usage.

AND dont give up the Freedom plan!!!
(Edited)
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Old Labs (VS1-329-L12FZ)

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Experience shows the only folks having success with unexplained data usage are those who track it independently using their own more capable routers having traffic analysis features or traffic monitors that are individually installed on all devices. Mostly it verifies that the Viasat usage counts are accurate (although there have been some rare exceptions and the burden would be on you to prove the discrepancy anyway) - generally it's something on your home network consuming data without your knowledge - for example connecting Dish or DirecTV to your router, automatic updates that occur in the background, etc.
(Edited)
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Brent Martin

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We have had the same issues with overnight data usage. From October 24th to October 26th we had only used 5 gigabytes of data. Overnight on the 26th, we magically used 12 GB in an 8 hour period. During the 27th, we used 0.1 GB during the day. From 1 a.m. to 7 a.m. on the morning of the 28th, we used 7 GB. We had deactivated things off the Wi-Fi that night yet still used 7 gigabytes somehow. I've lodged three separate complaints about data usage with some ridiculous scripted replies. One reply what they admitted they did not have good tracking data on the devices being used in our networks.

With that being said, though, the first two months with Viasat were great. I was on vacation for most of that time and never reached my data limit. In the past 2 months however, we've had a neighbor get ViaSat and our data usage has gone through the roof. I talked to him about his data usage and he's had nothing but trouble since they installed it. I actually told the ViaSat support if there's any chance our two Networks are acting like a hive. But reading some of the complaints here, it seems there's an issue overnight with data usage.
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Old Labs (VS1-329-L12FZ)

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Once again the recommendation is to track your usage independently to verify or disprove Viasat's usage claims  (preferably using a router that has robust traffic monitoring capabilities) - they were actually being honest in telling you they don't have good tracking data on devices using your network - the information really isn't available to them and they're making educated guesses, which are sometimes wrong leading to even more confusion. The only thing they can accurately count is how many bytes are flowing and roughly when (without invading your privacy). They can give you a categorized breakdown but again that categorization is sketchy and doesnt really tell you what sites, devices  or applications are using the data. 

For me, as much as I've tried to disprove the accuracy of the Viasat usage count using my router and other traffic monitoring utilities it has always been accurate except for one time about 5-6 years ago - so it is possible although rare in my experience and YMMV.
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