My Phone app and website both keep saying that I have used all my high speed data and neither site will give me total amount used and how much is left. After purchasing an extra 90 Gig of data, I find out that the message is not correct.
Hi @Pfox9910,
Thank you for your post! I will look into your account and send you an update by the end of the day with what I find.
Best,
Cat
Thank you. I will look forward to hearing from you.
Hi @Pfox9910,
I was able to check your account and it looks like it is deactivated. If you are looking to reactivate your account, please call this number: 1 (844) 702-3199
Thank you,
Cat
I called and my account had not been deactivated. They are not able to figure out why I keep getting the message that I have used all my high-speed data when I purchase more. One rep told me that you get that message after you use the 150 GB on your plan and keep getting it even though you purchase more data but that has never been the case. As recently as last month when I purchased more data the message did not come up until I had used up the extra 30 GB. Also, in the past I have always had the total GB usage show on my app. It no longer does. The first rep told me I either had to call Viasat to find out how much I had used or add up the daily usage manually. That is insane! If you have that information, and it has always been on the app up until this month, why is it it not showing up now? Please advise.
Ken
Hi @Pfox9910,
Like @Cat mentioned earlier, we searched for your email address in our system and could only find an account that was deactivated a long time ago. I will send you a direct message to request your account number, which will hopefully help us find the account that you are mentioning in your post.
Thanks,
Nacho
Hi @Pfox9910, sorry for the slow reply and thanks for providing your account number over private message.
I see that you reached your data limit for the month (150 GB) at some point between April 5 and April 6. Did you get a notification on the My Viasat App announcing that you had reached your data cap?
Sometimes customers also get an email when they reach their data limit, if you got that email, could you please check the time when you received it?
Thanks,
Nacho
Also, if you think it helps, we can take a look at your usage data to see if we identify any unusual traffic and provide a recommendation.
I always get a notification on my app when I have run out of high speed data, though not by email. There are two issues that I have not been able to get a response to from you, Cat, two customer service reps I have spoken to by phone, or one supervisor. 1. Prior to this month the Viasat App tells me how much data I have used and how much I have available, including after I purchase additional data. The three reps I spoke to by phone said that I either have to call the customer service line to find out how much data I have used or manually add up the daily use GB for the month. Why in the world is that no longer published on the app when it has been since I first began using Viasat. It seems insane that I should have to waste my time calling to find out how much I have used or have to manually add it up, particularly since it has been there up until recently. 2. I purchased 30 GB of data on April 5 after I ran out of the 150 GB of plan data. The two days later I received notice on the App “You have used all of your High-Speed Data” with a Data usage alert, “You’ve used all your high-speed data, and my notice slower speeds. Buy more data to enjoy faster service now.” I though it odd that I had burned through that much data in two days but thought maybe there was a streaming problem and purchased 30 GB more date on April 8. The next day i got the same messages that I had run out of high speed data and purchased 30 GB more. When I kept getting those messages I looked into it further and discovered that I had not even used the first 30GB of data that I had purchased and now had purchased 60 GB more. Again, this has NEVER happened before, purchasing data and then being told that I have used it all up.
There isn’t an issue with “unusual traffic”. I just need to know WHY I keep getting the messages that I have run out when I haven’t, and WHY the app no longer tells me how much data I have used to date and how much I have available. I trust you understand my frustration with this whole process.
Hi @Pfox9910, I understand your frustration, we’ll do our best to help fix both issues.
- I will escalate this issue to our My Viasat team and ask why you can’t see your usage data anymore. In the meantime, could you please send us a screenshot of what you see in the Data Usage tab within the app? Are there any error messages?
- Thanks for clarifying, you are absolutely right, I see that you have only used 37.5 GB out of the 90 GB of additional data that you purchased. I will go ahead and credit your account for the 60 GB ($79.98) you bought because you thought you had reached your cap. I will also escalate this erroneous My Viasat notification about reaching your data cap. If you see this notification again could you please take a screenshot of it and send it to us?
Thanks for reporting these issues (they will help us improve the My Viasat app) and sorry for the inconveniences,
Nacho
Hi @Pfox9910, our team went ahead and completed a goodwill credit for $79.98, which you will see in your next invoice (so you will be charged less than the usual).
I will provide an update when I hear back from the My Viasat team about our escalation for the 2 issues with the app, and until then please feel free to send those screenshots.
Thanks,
Nacho
Thank you for your assistance. You are the only person who has made the effort to really help out with this. Attached are the two sreenshots you requested.
It was kind of you to credit me with 60 GB of data. I don’t mind paying for data that I use. You understand my frustration with this whole process and that is what I was needing. I hope you can figure out why I keep getting these messages that I’m out of data and how to get a current amount of data usage on my app.
Thank you for your assistance.
Ken
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Thanks for the screenshots! I have a few more questions:
-
What username do you use to log in to your My Viasat account? I want to check if it’s the same we have stored on our end.
-
What do you see when you go to the “Plan” tab navigation bar on the bottom of the screen (see screenshot below) could you please send us a screenshot?
Here they are. My screen used to show me the total GB used but not any more, I’m assuming because it is stuck on the “You’ve used all of your High-Speed Data”.
Thanks! Yes, there may be a glitch keeping that fake/misleading “You’ve used all of your High-Speed Data” message.
Finally, could you please check what is your username? You can find it by clicking on the small profile icon on the top right corner of the screen. See below:
Thanks,
Nacho
You have the correct user name: Pfox9910. It is under my wife’s name, Pamela Fox.
Hi @Pfox9910 ,
The My Viasat personnel is investigating this issue and they’ve asked for a confirmation of which e-mail address has been receiving these messages, so could you share it with me in a direct message? We’re investigating to make sure what could be going wrong with this and we hope we can bring answers soon.
Thanks,
Leonardo