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- Frustrated
Posted 3 years ago
Christine Conrad, Champion
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https://community.exede.com/exede/topics/unable-to-access-certain-web-pages-on-evolution-plan
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Diana, Viasat Employee
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Exede Brad says the issues is being "worked on", Exede Diana and the other Exede staff pretend there is no issue at all... who to believe?
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I checked on this post to see what your email address is. But I don't see it anywhere.
How can we actually really get in touch with a real live person at Exede?
If I knew for a fact that I could get to a real live person and that they wouldn't just spit me the same old crap line of "well you can add more data to your account" then maybe I'd be a much happier customer.
All we want is access to regular old web pages. I know that I don't even care really what speed the access is, and Kyle Talbot has pretty much said the same thing. But we are being blocked. Adding more data to our account is not going to fix the problem.
We need exede to UNBLOCK the pages so that we can have access to the web and internet and get what we are paying for.
Brad, Viasat Employee
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Again this was done because sites with media(videos, music, downloads, gaming) were all being included in our "web-browsing" category. On a Evolution plan, web browsing is unlimited, however streaming, gaming, downloading, listening to music, ect are NOT unlimited on the Evolution plans and now those are being counted on your monthly data limit. So what's happening now is some of these Evolution accounts are hitting their data limit quickly now. Keep in mind even simple things like ads or a video that plays on a news link or news site will count against that data limit now. So it's very easy to get caught by surprise like that. These sites currently aren't being viewed once the data limit has been surpassed. So adding data does resolve it because it takes you out of the restriction.
Some people suggested some "workarounds" if that works great, but all we can offer from our end is just data as it's related to data usage. Customers are also welcome to change plans that do not have this issue and that has no effect on your agreement as you can change plans as much as desired without altering your agreement.
Christine Conrad, Champion
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" Now, we’re tackling data caps with Evolution, which gives you unlimited access to what you do the most online: view web pages and manage your email. You’ll still have a sizeable data allowance of 5 GB per month for video and file downloads and uploads. Even if you go over that, your access to web pages and email will not be restricted. That’s worry-free"
"Some web pages contain elements that will count toward your data allowance — with embedded videos being the most common one you should consider. You can certainly watch some online video with the Evolution plan, but keep in mind that if you’re streaming video or music or downloading files within a web page, it will count toward your allowance. If you do hit that 5GB limit, you’ll still be able to view web pages and send and receive email at your usual speeds, but you won’t be able to watch videos or download files."
You clearly ADVERTISED that on Evolution web sites would still be able to be accessed at full speeds even if they contained media content. You DID NOT advertise entire sites would be outright blocked if they happen to contain some media content. YOU are altering the agreement. This is the problem. While I don't agree content should be blocked (restricted speed was much more fair and a much better compromise), it's ridiculous that after all these years, now your trying to claim this is "how it was suppose to be".
www.exede.com/wp-content/uploads/2014/10/DetailsFAQs_EvolutionPlan_SocialMedia.jpg
Brad, Viasat Employee
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GabeU, Champion
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They have a 95% negative review on BBB. They obviously don't care about that.First, let me preface what I'm about to say by saying that I'm neither defending, nor condemning, Exede, nor am I addressing the problem talked about in this thread.
The comments and ratings given by customers on the BBB website are going to be slanted toward the negative, but with very good reason. When is the last time you went to the BBB to praise a service that you utilize and are happy with, or even a company that you purchase a product from that you really liked ? I'd be willing to bet that it's never. People don't go to the BBB to praise. They go to the BBB to complain, so the fact that it has 95% negative reviews doesn't really mean anything.
It's the same with these boards, though there are actually a few praises on here. The overwhelming majority of posts on these boards are complaints or requests for help because someone is having a problem. Almost no one comes here to praise, but only to complain or request help. So, to the casual observer who is not aware of the context of the situation, the service looks awful, but the fact is the majority of users never come here to complain about the service because they have no problems with it.
This, and the BBB, are primarily a place to complain and/or get help, so the 95% negative reviews on the latter's site isn't at all indicative of the service.
And to add, I'm sure they absolutely do care about it.
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Brad, Viasat Employee
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This change has garnered a lot of feedback and some of the aspects of things like news sites being blocked are being looked into but by and large sites with media are the sites not displaying. You don't have to dig much on this forum to see many many questions answered about this, and some people's workarounds. This is only happening once an account with an Evolution plan surpasses data. Accounts with other plans such as Liberty or Classic are NOT seeing this (most of our 700,000 customers are on either a Liberty, Freedom or Classic Plan). Evolution plans that are not over their data limit aren't seeing the issue either. So right now as it stands some sites will not appear on an Evolution account once the data has surpassed.
A lot of these sites have been flagged as media/streaming sites which do not fall under the unlimited web browsing feature of the Evolution plan.
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Brad, Viasat Employee
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Throttling speeds was fair in my opinion. Blocking access is not. Streaming media is about everywhere you look and will grow, blocking is a poor solution.
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GabeU, Champion
- 2180 Posts
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Throttling speeds was fair in my opinion. Blocking access is not.I couldn't agree more. Throttling when one reaches their data limit is fine, but to actually block a site, which is becoming more and more obvious as time goes on, is just wrong. Whether the techs are actively blocking the sites or the software is blocking the sites doesn't matter. The fact that they are being blocked is the problem. With speed throttling, there should be absolutely no reason at all for site blocks.
I feel so sorry for you guys. It's unreal.
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People rely on their ISP for work/school, etc, and this is issue is really impacting people from doing that. So why are we paying for it?
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Christine Conrad, Champion
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Not everyone has cell service at their homes. I am one of those, we live in a hilly area.
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Kyle Talbot