Data issue

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  • Updated 3 years ago
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I want to know when Exede will publicly admit that many of their customers are having Data loss issues, and it is on Exedes end?  Its been going on for over a year.  Beau told me the problem was on the their end.  Exede needs to make amends to those customers affected by this. 
Thier customer service is abysmal, especially the phone support. The couple employees i have had contact with were great through E-mail. and Beau was a good guy on the phone, but he just upped and quit.  I dont feel like starting all over with yet a 3rd person and waiting and waiting and waiting for resolution.

I have 24 days left on my cycle and am already at about 7 gigs used out of my allocated 15. The only internet usehas been Casual FB , a few short youtube videos, and some purchases made on Amazon.  All automatic updates are turned off and I try to schedule them for After Midnight.  I Unplug my router from the Modem and yet Data is still used up.  

FIX YOUR DAMN SERVICE WE ARE PAYING FOR.
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Steve Walker

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Posted 3 years ago

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LorrieL, Champion

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What were you told is the problem and is it fixable?
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LorrieL, Champion

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What did Beau say?  Did he have any ideas as to what the problem might be? Since it sounds like you are familiar with non-Exede sources of data loss, like autoplay videos, I guess you have gone over in your mind and ruled out all kinds of other possibilities like new downloads/updates you might not be aware of going on in the background, a new computer or OS that might have "ways" that use up data, etc.  when you have talked to exede, what do they say the data usage looks like on their end, I mean any special patterns of when it is disappearing? sorry for the questions, since I bet you have gone over these a hundred times already, but I am always interested in the problem of mysterious data usage--a lot of people feel this goes on with them, and there seems to be no way to "prove" what the source of the usage is. Frustrating when you consider all the technology we have, not to be able to answer a simple question like this, using technology. 
Do any tech saavy people reading this know of free third party software that can be downloaded to narrow down specifically where data is being used? 
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Steve Walker

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All Beau told me was this. That they are aware of data loss on their end, that the speed that some are losing data is beyond it being a problem on the user end i.e data being consumed too fast for the speeds available to us. HE said that Exede corporate did not want to say anything further on it other then that.  ( I am assuming this has something to do with why he left, but that is just my speculation.)

  I have done all that Beau said and Exede Neil. Disabled auto play videos, updates etc etc etc. I have only 2 phones in the house and we do all our updates on them from the carrier.  If I am gone out of town, the router is unplugged from the modem disconnecting all devices from the modem.  My direct TV is not linked to the router or the internet.

 As far as what they see, it seems to vary. No set pattern.  They can not be that exact evidently.  Just that on some days, and generally when I am not home, there is a big usage spike, for example one day it was 5 gigs used in one hour.  No updates were performed and my data tracker showed no heavy traffic.

The only conclusion BEau and I had was the way data is being measured by Exede or the modem, The tech that installed my new Modem was told that they are not allowed to replace modems unless 100% necessary. He told me there is a lot of complaints about this usuage. Most can be traced back to such things as unsecured routers, and customers kids gaming platforms.  But a good many are just losing data.  He feels that when data is interrupted during transmission, even very briefly, thee data count is being reset multiple times so even small downloads are being doubled or tripled. That is his theory.
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John Vonhof

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I have a question for all exede users that are burning up data 5 -7 days into a new cycle...I too had same problem wanted to make me pay the early term fee and move on...but then i was thinking I have a Dish Hopper I wonder if that could be causing the problem, since i could find noway to disable WiFi on the hopper I just gave the WiFi a new name went back to the hopper and found it disconnected and never logged back on...I've gone most of my cycle and still have data left, so try this and see if that works for you, I don't know if Direct TV and exede bundle have the same data issues but it might fix the problem there too
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LorrieL, Champion

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Good point.  I have seen people post that this was a source of excessive data usage until they got internet disconnected from their satellite tv.
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Steve Frederick-VS1/Beam314, Champion

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Smart TVs, Dish and DirecTV connected to your Exede internet are all data hogs. They should not be able to connect to your router except during the Free Zone period. Those newer version satellite tv DVRs are programmed to download programs and movies that they "think" you might like without you ever selecting them. 
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Exede Lindsey

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Hi Steve, per my previous responses, I will be sure to contact you concerning your usage issues. I’m actually having one of our engineer’s double check data usages on your account to verify accuracy. You can expect a phone call later no later than this evening soon as I get results back. I will make sure I call you today.
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Kaotic Technologies

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I agree, install a data packet tracker stated above...run it for 30 days.....and check out the results
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Steve Frederick-VS1/Beam314, Champion

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Keep in mind that while the Satellite Restriction Tracker is a very useful tool, it does get the data use information from the Exede meter. Networx or  BitMeter2 are good, and they measure the data going to the modem, independent of the modem's measuring system. My wireless router has a traffic management tool, which I use. In the past 3 years plus, I have never had any unexplained data measurement show up on the Exede metering system. However, I realize that there are many subscribers who are seeing unexplained data usage. Monitoring it with one of the third party methods is very useful to see if there is a problem on the Exede end.

Here is a link to several third party monitoring systems:

http://www.hongkiat.com/blog/monitor-internet-usage/
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Steve Walker

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Thanks. I just received a Email from exede telling me they see no issues ( not surprised that they would not admit there is a problem.) I will now start to record all my usage. Sadly Exede really is my only option other then Hughes net and they are much worse from what I hear. 

So Exede considers my case closed.  Again not shocking.  I guess now I have to play detective to prove my case again even though it was already admitted to me that there problem was with Exede.  But somehow it was "fixed" even though they cant say how or why.

Networx shows that so far in June all I have used is 789mb.  Exede usage meter says 7gb.

In may I used 10.8   I was capped at 15gb in may 2.5 weeks in to May and I had to buy 3 gigs just to use the Internet. But They cant find a issue
(Edited)
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LorrieL, Champion

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Steve Frederick I think you are very knowledgeable on this subject.  do you have any thoughts for Steve Walker, for things like Networx showing usage of 789 mb while Exede is saying 7gb?  such a huge difference.
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LorrieL, Champion

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Steve (Walker)--do you know, when Beau agreed with you that the problem is on Exede's end, what he was basing that on?  The reason I ask this is because there could be different ways of looking at this--Beau might have said this because he could actually objectively SEE that the problem is on Exede's end, or he may have been basing his impression on the fact that you sound very reasonable and aware of ways your data might "mysteriously" disappear due to things on your end, and are telling him no, it isn't any of those things.  But what if there is a problem on Exede's end that they really can't see with their ways of measuring your data usage?  I don't know enough about measuring bandwidth to know whether or not satellite ISP's can reasonably be expected to objectively know 100% whether an unaccounted for data usage, according to the customer, could be due to a problem on the providers end.
It sounds like you think Exede is somehow definitely aware that this problem is being caused on their end, but is it also possible that they have their ways to check, which aren't showing it to be on their end?  And I am not saying this definitely isn't an Exede problem.  I guess I am wondering why, if they COULD see the problem that they would refuse to admit it and would lie to you about it.  '
People have had other technical problems I have seen discussed here where Exede was able to i.d. the problem and get it fixed if possible.  Then there is the issue of congestion during prime hours, which is a significant thing where I live.  Exede never tries to say this isn't an issue, even though it does mean that during a lot of hrs during the eve and most of the LNFZ my speeds drop to significantly lower than what exede says I should get.  So far, Exede has admitted that there is this congestion problem, even though they market Exede as avoiding overselling exede to the point where such congestion exists.   I don't make too big a deal about this, because frankly, if Exede had been more on top of the congestion where I live, I might well have not been allowed to sign up for Exede when I did, which would have been worse for me than sometimes having slower than expected speeds.
I absolutely agree with you that your mysterious vanishing data problem is far worse than that, but I can see how it might not be something Exede at this time can know about and solve?
Or, to those of you with more technical knowledge than I, is it naive of me to think that Exede wouldn't be able to see it if there were a data measuring  error going on on their end?  If they did know about it, why wouldn't they admit and try to fix it, and why are there an awful lot of people like me whose data usage seems to be exactly what Exede says it is, when compared to independent monitors.  Frankly, I tend not to believe in the idea that claiming we use more data than we do is some kind of nefarious practice on the part of Exede to make people have to buy more gigs.  there are just too many people without the problem to make that seem likely.
Steve W. I do think you should keep looking for the answer, and honestly I think you just might find it.  Not that that helps you any with the problem right now, which I am very sorry about.  This kind of situation drives me NUTS when it happens to me.
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Lake Country Satellite, Champion

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As an Elite Dealer I have customers call me often wondering where has their data has gone.  From just being in Denver this past week at the Corporate Offices in meetings with top Executives, as a second term member of the Dealer Advisory Council to ViaSat, I can assure you that this company is NOT looking nor or they trying to rip their customers off.  Just the opposite.  They are actively seeking to find ways to give their customers more data and speed.  There are some really cool things that I am not at liberty to discuss that are in the works that will make our services even better for our customers!

We have excellent tools that can show us all the devices that are connected to your network as well as when and how your data is being used.  Example:  Wendesday 7PM Netflix.  You too will have some of these same tools available to you in your my.exede.net dashboard later this year.  In the meanwhile, please shoot me a private email with your MAC address found on the bottom of the modem 00:A0:BC:__:__:__. and I will be more than happy to provide you as much detail as I can about where and when your data is being used.  Every person I have shared this information with then understands the where and when clearly.

I have had customers with multiple Apple Devices and all of them were backing up the same information to each other on the cloud repeatedly.  And they were all getting their updates during the day.  Another thing I have noticed is that even though you have your devices set to update in the middle of the night, that always doesn't follow that rule.  An example would be if there was an update, but that device was off.  The next time it powers on and sees there is an update, it is going to go out and get it regardless of the time.

Also go into the settings on all your devices for Netflix, Hulu, Youtube, etc.. and set the resolution to the lowest setting.  The new TV's will upconvert that lower signal to HD anyways, so why waste the bandwidth.  This way you can stream more for less!

Send your emails with the MAC to david@lakecountrysat.com and I will be more than happy to help!

David R Varner is the owner of Lake Country Satellite, and not an employee of Exede.  However, I am very passionate and stand behind our Exede brand.  I am eager to help any customer in any way I can.  As an Elite Dealer and a second term member of the Dealer Advisory Council to ViaSat I have helped make a difference this past year and am looking forward to serving our Dealers and Customers for another year on this council. And am looking forward to continue making even more of an impact for you our valued customers this coming year.

I am here to help!  david@lakecountrysat.com
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Knight Rider

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To that note, o have seen the reports that he can see. I talked to Beau one day and he sent me copies of the graphs of my usage. Also as you said if ylir computer is off or the network is down and mosses the update it will go get it as soon as it reconnects. Example I have kaspersky total security ln y computers and changed the updates to only check once a day at 1am. One day I was looking back through the logs and saw it was updating at other times still so I dug deeper and there was a setting that said exactly that. If it missed the scheduled update it would then go get at the next chance it gets noattwr the time. One other thing too, Cell phones and all their apps, keep the phones off wireless. By default the apps are set to download over WiFi which is to save your metered phone data but when you have metered home internet too that does you no good. Apple phones, by default they back up to the cloud whole on WiFi and plugged in charging. Same with system updates for apple devices they will only download the latest iOS over WiFi. My suggestion reset your router back to factory defaults and then set it back up with a new WiFi name and a new password with wpa2 security. Now after that only connect one computer for the next 30 days and see what jappens. If you have to connect mkre then one only connect the computers that you have to have connected but leave all phones and everything else off the network. Them check your usage in 30 days and see what happens

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