Why do we not have a real-time usage tracking utility?

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Why do we not have a real-time usage utility like HughestNet does? Why is my modem not showing my actual usage until 3 days after the usage happens?
I am not unhappy with the service so far (we have only had it one week) but I think your usage tracking tools are very poor quality. Since data usage is what costs, and we pay almost 100$ a month JUST to have internet, I would hope someone is working on a more accurate real time meter?
I have had hughesNet for many years, and I could always just log directly into the modem it's self and it would show me my usage pretty much up to the minute. I could also go to another tool where it would show me time, date, mb downloaded and mb uploaded and I could download that as a spreadsheet if I wanted.
so, since I am paying darn near hughesNet prices, why do we not have the same quality tools?
I have only had the service for a week, so far the nightly 'free' time is the only thing keeping me from cancelling.
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Loren Turner

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Posted 5 years ago

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Lake Country Satellite

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Loren...you are preaching to the choir!  I agree 100% with you!  As an Elite Dealer our customers are asking the same question.  I do know that the engineering team are working on a new customer portal that will also display your usage.  I am also hopeful that this data will be in real or close to real time as well.  I will add your suggestion to my next discussions at our Dealer Council Meeting.

I appreciate your feedback! 

David R Varner is an Elite Dealer for Exede and is a member of the Dealer Advisory Council to ViaSat. www.lakecountrysat.com
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Loren Turner

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Hay David
thank you for the speedy reply. Wildblue/Exede has come a long way since the first time I had the service in 2007, that being said, I really think they need to focus a bit harder on giving us more real-time tools to help with managing our data usage. Since we as satellite internet customers pay a huge premium for the service no matter who we sign up with, things like 1 free restore token each month that rolls over for a year (you can collect up to 12 if you don't go over your usage) and real time usage charts that are very detailed really are the deal makers or breakers in if the provider can keep a customer.
I am spoiled I guess, I rarely go over my usage, so my tokens would add up, and for those rare times I really needed a lot of data allowance to accomplish a large download, the tokens would get put to use and I wouldn't have to spend additional money on bandwidth.
The real time usage meter really helped as well.
Now, if the satellite providers would give us allowances more in line with today's normal internet usage expectations you would probably hear less 'dissatisfaction' from the customers. My son gets 350 GB allowance for a month thru suddenlink... and he whines ;) lol what I wouldn't give to get even 100 gb allowance for my 100$ a month...
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Lake Country Satellite

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All GREAT suggestions I will pass on!  We have a more detailed look at some graphical data about your signal quality, usage times, and types of usage that we can see.  I made the suggestion at my last Dealer Council meeting that we include this data in the new customer portal that is due to roll out soon.  It would make EVERYONE happier!  Again, thanks for the suggestions, I agree 100% and am working on your behalf to make it happen, so hang in there.

David R Varner is an Elite Dealer for Exede and is a member of the Dealer Advisory Council to ViaSat. www.lakecountrysat.com
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Ginzo

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you could use a free download called networx, it can sit on the taskbar and easily show usage, it can also not show usage during free late nite zone.
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ExedeCrystal

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Thank you for your input Ginzo. Many of our customers use a third party program to track data usage. I have heard that Networx work pretty well for no charge.
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ExedeKarmin

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Todd,

At this time we only have the usage meter that is shown online.  We are always trying to find new ways that will help our customers with data usage.  If you have any other questions or concerns, please feel free to shoot me an email at exedelistens@viasat.com with your contact information and the best time to reach you.  Thanks.
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Everett Swift

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I agree having an up to date usage meter that doesn't require us to go online and use data to see would be a big improvement. So far I have been happy with Exede. I tried Hugesnet  for a month and the service sucked but the tools they provided beat out Exede's online tools by a long shot.
Either give us a usage tool that doesn't use our data or not count the data against us when we do use it.
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Loren Turner

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Well they are improving their tools, and right now since I upgraded to the freedom plan, I cannot access even those tools but the folks that monitor the exedelistens@viasat.com are very responsive and have been giving me updates on usage when I need it. I am still not used to not having to watch every single kilobyte I use lol
Web access to the customer portal for those of us on the new plan is supposed to be restored after the 23rd, hoping that schedule holds. =)
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LorrieL, Champion

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Everett, when I first switched from hughes to exede in august, I was amazed that exede didn't have nearly as much tech info available, not only about data usage but about a whole lot of other things as well....if I had any kind of tech problem, I could go to the hughes tech page and they had a whole program where I could check off the exact type of problem I was having, and then get an auto report back on the cause(s) and what I could do about it....although looking back on it, I had few problems so really didn't much need all that.
however I saw on this form suggestions about downloading the free 3rd party utilities, Networx and satellite internet tracker, both of which closely monitor my data usage and give VERY detailed info about usage (I haven't even explored a lot of what networx can analyze since my needs are fairly straightforward and simple)...so I downloaded both of those and no longer feel the need for anything else.  The data usage numbers on both NETWORX and satellite internet tracker both match what exede says I am using.   I also at this point have never experienced any problems with my data usage showing up on all 3 within at most 30 min.(that includes on the exede portal page)...so I just don't need more  feedback that all that at this time.
If anyone is interested in downloading Networx and/or satellite internet tracker (again, these are FREE) you can find both via google.
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Loren Turner

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The other thing you can do is make sure you have a fairly new router, a lot of the routers that have been manufactured in the last year have built in data monitoring capabilities. You can log into the router and set it up for reporting, and so on. I used networx for a while, but one thing I didn't like about it, was even though I could set it to monitor all traffic through the router, I could not set it to my billing cycle, so yes, I could tell it to let me know when I had used a certain amount of data per month but I couldn't set the 'month' from x date to x date, it would only do 1st to 30th etc
However since you can set it to monitor your router traffic it is still pretty handy.
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Steve Frederick-VS1/Beam314, Champion

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Loren, to set the beginning date of your billing cycle in Networx, go to Settings, select the Advanced tab, then about midway down, set the date you want to start the new cycle in the box Month Starts On, then click Apply or OK
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lowdog

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I was on the phone with Exede customer service and asked if there was a way to view my data usage for the last billing cycle. I do use the dashboard to view the cumulative data usage for the current billing cycle. Other than for viewing the current data usage graphic on the last day or night of the billing cycle and taking a screen shot, there has to be a better mousetrap for users to monitor their data usage. Cell phone providers break out data usage on monthly statements, why not Exede? I asked to speak to the rep's floor manager to voice my complaint. I suggested that he raise the matter at the next brainstorm meeting. He might get promoted!
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Loren Turner

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Steve: Thank you for that. =) If I still had networx installed, I would be doing that. However at present I am on the Freedom plan, so it is rather a moot point. I may reinstall it at some point, but before I do that, I think I will either upgrade my router or hope exede gets their tools improved. I already have enough stuff running in the background using resources lol I hate to add 'just one more thing' that shouldn't be necessary if my provider is doing THEIR part in providing good quality tools to do the same job. =)
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Alex, Viasat Corporate Communications

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We have some neat improvements in the works for our usage meter as well as a mobile phone app on the way. Stay tuned!
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Loren Turner

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That would be awesome. I would love to have a mobile phone app =) also, an app we could have on the computer independent of logging in to the website? verizon has this cute meter widget that looks like a speedometer that I keep on the home page of my android phone so I can always see instantly where my usage is at.
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Alex, Viasat Corporate Communications

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Loren, at this point the usage meter for PCs will remain on My.Exede.net.
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david, Champion

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Overall I've been a happy Exede customer for over a year and a half but the two things Exede really falls down on is a lack of a real time usage meter (can you imaging buying gas with no meter and having to take the stations word for how much gas you get??) and something telling us when the LNFZ is on and when it isn't. Exede has the usage data and the LNFZ notifier would be so simple. Without either one and both greatly needed for over two years, I assume there is a reason Exede doesn't want their customers to have access to either.
(Edited)
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Steve Frederick-VS1/Beam314, Champion

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David, I agree. Many of us have been asking Exede to provide us with a more detailed metering device, and the LNFZ indicator since the LNFZ was initiated almost 2 years ago. The Exede folks never respond to these issues, other than a maybe it will be sent up the chain to, what appears, to be the delete container.
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david, Champion

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The real time or almost real time detailed metering would actually take some programming (but not two years worth and should have been going when Exede started) but the LNFZ notification is the one that really gets me. The modem already gets a signal to turn the LNFZ on and off. All they have to do is put something on the modem status page that turns green when the LNFZ is turned on and red when it's turned off (or just the words On and Off or something else equally simple).
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Exede Kimberly

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That's a really good idea and would benefit a lot of customers. Thanks for your input. (:
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Steve Frederick-VS1/Beam314, Champion

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When is the Exede team going to go beyond telling us "That's a really good idea and would benefit a lot of customers." and  get on the task and make it happen. Two years is a long time to be telling people that. It is a real problem, with the data caps, because the LNFZ kicks in at random times most nights, and other nights not at all. You owe it to your customers to provide this simple indication so they know they can use the LNFZ with confidence. Some nights it doesn't kick in until after 1:30. Exede advertises that the LNFZ is an added bonus, but hasn't gotten it to reliably implement it, we really need to know that it has kicked in and the modem will not be counting our data during that time period. 
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Exede Kimberly

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You are absolutely right Steve and I know this can be irksome. I wish I could make this happen for you immediately. As a service agent, my part in making this happen is to take your feedback and make sure it reaches the right person and I will do just that for you. (: I truly think this is a great idea that our "big guys" should hear all about. Thanks again.
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Steve Frederick-VS1/Beam314, Champion

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Thanks for your reply Kimberly. I understand that you do not have the ability to make these type decisions, but do appreciate you pushing comment like these to the guys "upstairs" in the "big room".
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Loren Turner

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Hey Alex
Any idea when I can log into my exede tools on the new my exede site again? I was told today was going to be the day but it didn't work when I tried. The legacy site doesn't reflect my usage, although I can log into it...
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Alex, Viasat Corporate Communications

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Hi Loren, the MyExede page should be available Friday for Freedom and Evolution customers.
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Jacqueline Tierney

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Ok Alex I sent an email asking about not being able to log in and I see you probably answered my question in that it isn't quite up and running yet with this post.  Hopefully it will work when I try it tomorrow.  Thanks!
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Loren Turner

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Thanks Alex
I was indeed able to log into the MyExede today. Now, will the meter begin to reflect usage again? or does it just stay where it is as long as you do not go bannanas with the bandwidth? As stated, I know it says virtually unlimited ;) but virtually isn't the same as absolutely unlimited lol
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lowdog

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I was on the phone with Exede customer service and asked if there was a way to view my data usage for the last billing cycle. I do use the dashboard to view the cumulative data usage for the current billing cycle. Other than for viewing the current data usage graphic on the last day or night of the billing cycle and taking a screen shot, there has to be a better mousetrap for users to monitor their data usage. Cell phone providers break out data usage on monthly statements, why not Exede? I asked to speak to the rep's floor manager to voice my complaint. I suggested that he raise the matter at the next brainstorm meeting. He might get promoted!
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LorrieL, Champion

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Alex any estimate as to when the newer data usage tools may become available? Thx
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Ben Jumper

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I use NetBalancer which shows where all your data is being used and the total IN REAL TIME!

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