Usage Problem

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  • Updated 2 years ago
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Three times over the past year, I’ve been shocked to get a notice that my usage is almost gone.  It happens quickly, over about a two-hour period whether or not I have my computer turned on.  I can assure you that it is not caused by me.  This leads me to the conclusion that you are running a scam to get customers to upgrade service packages and Buy More in order to be functional.

The first time it happened I was told it was because I was shutting down my network each night and that when I turned it on in the morning, all kinds of upgrades ran from Exede and caused a big jump in usage.  So, I now leave the network running all the time and several months later, the usage drain occurred again.

The second time, I was told that I must have a virus and to run a full scan.  I did and there were no viruses.  I upgraded to the largest usage package, thinking this would solve the problem.

The problem happened for the third time last month.  I was told that almost 25 Gigs were used between 5 am and about 7 am.  My computer wasn’t turned on during those hours.  I explained that I use about the same amount every day.   I was told that in order to have used that much bandwidth, I must have downloaded HD movies.  I don’t download HD or any movies.  I was told by the customer service rep that I must have.  I didn’t appreciate being called a liar, and I can assure you that I am not the cause of this recurring problem. 

This is obviously a scam by Exede.

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donna Toeroek

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Posted 4 years ago

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Old Labs

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Donna,

No scams, but alot of misunderstandings about the nature and limitations of satellite internet access. Isolating the problem is akin to searching for a needle in a haystack. In this case there are numerous haystacks. You'll find a number of individuals here that are willing to assist in getting a handle on your usage but you'll need to supply us with some information regarding how you are setup. What operating system? What browser? Do you have a wireless router? What types of devices are connecting through that router?

That's just for starters so be prepared for many more. But those at least will put us in the right haystacks.

And I'm sure one of the moderators will be along shortly for further assistance.

FWIW, I've been on Exede 12-10 for two years, run 3 computers (4 or 5 if you want to count occasional virtual machines used) and have had only one instance of an unexplained usage, and have never bought more while also using VPN to tele-work.             

 
(Edited)
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donna Toeroek

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I'm glad you have not had the problem.  I was certainly willing to work with customer service as long as it took to solve the problem, but they kept telling me it was because I was downloading HD movies (which I was not).  I am running Windows 7 and my router is connected to the modem.  My laptop (the only computer running on the network) is wireless to the network. I have a separate printer router for my HP laserjet printer.   If this is a system setup problem, why doesn't it happen every month?  Thank you for your input.
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Old Labs

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First level phone support appears to be problematic for Exede - but largely they can only broadly categorize your usage to begin with - just because you're not explicitly downloading videos doesn't mean you're not encountering them while surfing - web site ads, embedded videos, videos appearing on Facebook feeds that auto play, all count as video streaming (i.e. downloads). These can be stopped through add-ons such as AdBlock Plus and/or FlashBlock. Automatic Windows Updates also chew into your data, as well as other applications you may use that automatically update on an irregular basis - for example Microsoft Office applications (which are updated less frequently but when they do they're big).

Other home devices may automatically connect to your router and hitch a free-ride on your data as we become a more connected society. Got DirecTV by any chance? Securing your router at least prevents those anonymous pirates.

So it's a matter of figuring out what the culprit is. So let's start with one of the obvious one - how is Windows Update configured on your machines?

P.S. If you want to read ahead and anticipate the questions skip over to http://sdrv.ms/1gFmTkI and see what might be applicable to your circumstances for starters, and yeah, I'm glad I don't have the problem too but it took a lot of effort to get a handle on my usage knowing I was only working with 10GB a month.      
(Edited)
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donna Toeroek

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Windows updates when I shut down my laptop.  I don't get onto Facebook and I don't do much on the web at home.  I sometimes make hotel and flight reservations.  I only read one newspaper in the morning and answer emails.  I do more web-based research at my office.  I don't do anything 'exotic' at home.  I do have DirecTV and I never use their On Demand system because I'm afraid it will suck up usage.  I wish I could.
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Old Labs

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Windows updates are downloaded prior to your shutting down. Even then, however, you'd be hard-pressed to reach 25GB (assuming you're on Exede 12-25), based upon what you've described so something else is in play. Your router may be an issue - some don't play well with Exede. Knowing brand and model might be useful brand and model might be useful, but looks like you're in good hands with Exede Karmin now.
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Daniel Bonnell

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Some thing I mentioned on another post, that it could be a cell phone in you home could be set on WIFI, which cause a problem. I am sure you have security on you modem so the neighbors cant be slipping in on your time.

The main thing that really bothers me is Exede is a company, do some of your really think the complete company is trying to cheat you? This is a big company, not something a person is running out of their garage. So I am sure is some funny was going on, some one in this large company would be letting someone know about it. The complete company would not be working together to over charge you on your minutes. It just would not happen with a large company. I hope they are investigating this to make sure their timing system is working correctly. I am positive that Exede is not deliberately over charging you. There is a lot of complaints, and I believe enough they should be checking to make sure they system is operating correctly. I do not have a issue and never did. The few times I have gotten a notice stating that I am getting close to my quota, I know why. I have had to extra down loads, or working off the cloud. I am not a proud owner of satellite internet. I love my cable internet when I was able to get it. I moved to the country and I just about cried when I saw what it was going to cost me for internet and the speed I was going to get for that amount. In the city, I paid a fourth the amount I am paying now, for about 5 times as fast. I so hate seeing postings stating that exede is cheating them. The complete company would have to be in on this and I am sure they are not. Think about where you work, how easy would it be for you alone to cheat a customer, without someone in the company knowing and report you and what would you get out of it, besides out of a job. Thank you exede for giving people a job and give use out in the country good service. But I know we would love you more, if it was faster, unlimited and cheaper. But I am sure it costly to use a satellite to transmit to us. Wont lie, if cable ever would come my way, that dish would be gone and cant see how any one could blame me. I left 50 meg unlimited service to Exede, enough said.

 

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ExedeKarmin

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Hi Donna,

I can understand your concern about your data usage.  Let's figure out what is consuming your data.  Please send me an email to exedelistens@viasat.com with your account and contact information.  I llok forward to assisting you.
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ParrotGuy

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I implemented two recommendations from this forum.  Using the Firefox browser and installing AdBlock.  Those made a tremendous difference.  
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Bev, Champion

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Another misunderstanding that can happen is On Demand television programs form Dish or DTV, I've helped people locally that had satellite internet usage problems. They were watching On Demand, pressing rewind to watch shows form the beginning and watching YouTube on their smart TVs because they thought those used the TV dish - that uses your Exede Data too.

Recording a TV show at the time it is aired does not and, watching programs recorded on the DVR (Hopper, Genie) does not use data. Hopper and Genie do use your home WiFi network but, only to connect multiple TVs to the primary receiver, they don't use the internet unless you watch on demand or rewind shows to watch form the beginning. (or use other internet required apps on a smart TV or Smart DVR. )
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Carla Reeves

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Have wrong person. I do not have t.v. just internet..
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Bev, Champion

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I was not say that you were doing that, it's a possibility for some people. Since I have no way of knowing what you have and do not have, I posted the possibility.

If the data jump only happens once every few months to even once a month it's possible that it's automatic updates for your OS or other programs. Windows, Adobe ANYTHING, iTunes, QuickTime, Java, games, office programs, drivers for the components of your computer and, most other programs and applications do need updates periodically. Many of those are, by default, set to update automatically and, will often do so when you leave your computer connected to the internet and are not using it.

If you have Windows 10, setting it to a METERED connection prevents it for updating itself until you allow it to download the update(s) it needs. Many programs however will still auto update over a metered connection.

I do allow my anti virus, Fire fox and, Nvida (for graphics drivers) to auto update. Anything else has to check for updates but let me choose when to download and install those updates. It doesn't hurt to double check what might be auto updating and, disable that for the things you can deal with being slightly out of date until you want to update them. (like games you play only occasionally, programs you don't use very often, etc...) those can be updated only when you are going to use them and, you can choose to allow those when it's near your billing date and, you still have enough allowance left to do the update and, not get slowed befor the end of your billing cycle, or are willing to accept being slowed for a day or two.

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