For some reason it appears that I used up more than my 35 GB of fast data in one day today. I did not download any large files nor do any video streaming & I can’t figure out what’s going on. Please help me find out what is the issue.
We will take a look. Can you give us consent to look at your usage?
Thanks but I figured out that my Directv Service is the culprit, for some unknown reason deciding to download 2 seasons of a TV series without request. Just started up recording in the middle of the night while we were asleep. Used up all my Viasat Internet High Speed data.
@harrijg we need your account number to look into your usage to validate your finding that it is a Direct TV background download. We will request that in a private message to you. In the meantime while we are troubleshooting, the team will be able issue you a credit for 30 GBs so you will have some High Speed data to use.
Thank you so much. I will send the account # when I get the private message.
Hi @harrijg,
Thanks for sending your account number, we will now run those usage reports. We should have an update soon.
Hi @harrijg,
We see that an “Unknown” device used 94% of all the data you have consumed (38 GBs) in this billing cycle.
Please take a look at this list of devices (below) that were seen on your network in April. What could this “Unknown” device possibly be?
Thanks,
Nacho
We are seeing HD rates of video (over 3 GB per hour) streaming to this “unknown” device. Perhaps it is the DirectTV device you mentioned? It seemed to be going all night on the 25th?
Yes, as I mentioned before it was in the process of downloading two seasons of FBI International when I discovered it this morning. I stopped the downloading (it was still chugging along slowly since I was out of HS data). It appeared to have began downloading on 1:07 AM on the 25th (see attached photo). My wife & I were both asleep at that time & don’t know how it got started.
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The unknown device has to be the Directv. See response to Peter.
Hi @harrijg,
Since your data usage seemed unintended, we gave you a data refill:
We also noticed that your antenna might be mispointed, we will have an update on that soon.
Thanks,
Nacho
This is super useful. We will try to reproduce this behavior using DirectTV. One unfortunate thing is that it appears to the network like you are live streaming video as opposed to downloading it in the background to be viewed later. We are considering a feature where background downloads would not count against your data cap, which would help in this case as you would avoid the surprise huge consumption of 35+ GB over night. Except from what I can tell so far it doesn’t look like a background transfer at the network level – it looks like streaming realtime video. Hope that makes sense.
Thank you so much!!! I have attached a copy of my modem status (you can probably get it anyway).
(Attachment Modem.pdf is missing)
You guys are super. Thanks so much.
Modem status
Thank you so much!!! I have attached a copy of my modem status (you can probably get it anyway).
Hi @harrijg,
How do you use your DirectTV? Is there a device that you connect to your TV? Or are you using a DirectTV app within another TV setup?
Thanks. The downloads from Directv were from channel 1998, I didn’t even know that channel existed till today!
The only device connected to the TV is the Directv Service.
Got it, so that device is the “Unknown” one. Thanks for the info.
