Trouble with Hibernation plan

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  • Updated 2 years ago
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  • (Edited)
When I signed up with Exede I was told I would have 180 days (6 months) of vacation hold.  I put my account on hold in late October and they took me off in January saying I had used 7 months of vacation hold in one "rolling year".  What is a "rolling year".  They are charging me again for service that I am not using using this new definition that was not in effect when I signed my contract. Luckily I no longer have a contract so I am free to go. This is a clear case of bait and switch.  Furthermore when I had their Freedom Plan$$$$ most of the time I could not stream a movie on HBO Go until after midnight as they have their satellites overloaded.  AND yes the service is glacially slow.  We are all paying much more for satellite as they have a captive audience as in rural areas there are no other choices!  

When I signed up for Exede they were really nice so much nicer than Hughes, but now they are no longer user friendly.  Their techs have been less than pleasant and I have been hung up on four times when trying to understand why they are charging me when I am on vacation hold.  I don'e see a lot of happy users on this forum.  What can we do to facilitate change, to get these folks to stop being so greedy and get them to stick to the sales pitches they offered.  In their own defense, they said that they can change the contract at will. They do not have to inform us and it seems they can just do whatever they please whether we like it or not.  Any ideas?
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Posted 2 years ago

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Alex, Viasat Corporate Communications

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Su: I'm sorry to hear about this confusion. The terms of the Hibernation plan are that you can use it for up to 6 months in any 12-month period. You should have been able to go from October to January, in other words, unless you'd previously used a few months on Hibernation earlier in the year. Shoot us an email at and we can take a look at it for you.