So, for the past few days now it has been impossible to do anything, I can't access Steam to play my video games, I can't access my VPN, websites just don't load and instantly fail to connect, this isn't due to throttling this is simply you blocking certain websites which is pathetic.
Posted 3 years ago
Christine Conrad, Champion
Yes everybody is complaining about it, and there solution has been to lock threads and refuse to give us any time frame on when this issue will be fixed. As of right now they are not offering us the service we agreed too during purchase nor the service we were advertised. About time to switch to a new ISP I think... Exede is going in the wrong direction and they don't seem to care about their customers.
I know, and I'm one step closer to leaving their service, as well as many of my friends who live in my area, this is just pathetic, and their "upgrade" is a joke and so is their techs who believe they know everything when they don't
Diana, Viasat Employee
Hi Kyle, I'm sorry to hear you are not able to access VPN or stream videos. Please send an email with your account information. We'll review your account and see what we can do to remedy the situation.
I never said anything about streaming videos, I'd just like to access sites that I use every day instead of being blocked from using them, one example would be Steam.
Other examples would be FoxNews, Redbox, NYTimes, IMDB, etc. It's almost like a game, lets see how many sites Exede is currently blocking when you run out of data on a plan that is suppose to give you unlimited web site access. Quite ironic.
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?
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?
(Edited)
I can not even access my iTunes Store b/c of it!!!
Most of the gaming websites are blocked, Steam, Blizzard, League of Legends... et cetra.
Hey Exede Diana,
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.
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
Just being the messenger, I fully understand the frustration because prior to this update you probably got to see these sites with no issue.
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.
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
Contact the Exede moderators at exedelistens@viasat.com. Be sure to include your account number and a phone contact, along with a description of your problem
@Brad:
" 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
" 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
(Edited)
Brad, Viasat Employee
BRKnox, while again I will remind you if you want to talk this out, please email us directly at exedelistens@viasat.com so we can look at your account, see if there's anything we can do, ect. All I can do on here is answer questions and go over why this update was done which I felt has been addressed. As stated multiple times on this forum, the non-displaying of sites is something currently being looked into, unfortunately I do not have more updates. Adding data (however you acquire it be it a free boost from calling in, enrolling in EasyChat for a free gig, a email or just buying it) is restoring the viability of these pages. Other plans (another option) do not have this issue. It's specifically the Evolution plans seeing this once data has been used up.
I have same issues on Evolution Plan. I also bounced my data limit when software upgrade was done. I have been on plan for 30 months now and have only bounced data 2 or 3 times and I could determine why. It bounced this time for no reason all on 1 day which was most likely the software upgrade day. I cannot access AOL mail and several other websites. Bad deal!!
I recently just reported them to the FCC, none of us got a warning of this and they are indeed blocking websites, I hope they get a nice fine for this as I have been unable to do homework for this week and I'm now falling behind
Perhaps we all need to file a complaint to the FCC/BBB etc, maybe then we can actually get something done.
They have a 95% negative review on BBB. They obviously don't care about that.
GabeU, Champion
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.
(Edited)
I think everyone complaining here has a right, they aren't doing anything about this issue that they made, the service has been great for months until this new "upgrade" The high costs of this ISP and not being able to use it now is terrible, all they do is try to sell you more data and half the techs know absolutely nothing. And since you for some reason believe a majority of customers aren't having this issue because they aren't posting about it is a pretty idiotic way of looking at it my friend. Most Exede customers probably have no idea what these two sites are. This is a major issue with a large amount of paying customers and the fact that they changed what the service was without telling anyone until they did it is bad, and they're also blocking websites which goes against net neutrality.
Brad, Viasat Employee
Hi Kyle, feel free to reach out to us at exedelistens@viasat.com or call us at 855-463-9333 and we can further discuss this.
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.
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.
So why did the plan get changed without anyone being notified?
This was never an issue before, we'd get restricted download speeds and browsing speeds but I wouldn't get locked out of websites I used to use every single day
Now I guess they are removing post that criticize them... lovely, nothing like a little censorship.
Can't even download a 21mb Theme on the PS4.
Brad, Viasat Employee
That would fall under streaming/media category. If you're over your limit on a Evolution plan it will not display/download unless additional data is added
Thank for your insight but I was making a point about like a few months ago I could do these small downloads while I was over the limit. Sure downloading was slow,least I was able to do it. FYI I'm on classic.
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.
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.
Hey Brad why wasn't this ever an issue before? We got restricted yes but blocking users from downloading and viewing a good amount of websites is a terrible deal for the price.
GabeU, Champion
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.
(Edited)
They are clearly trying to force us to liberty which is complete crap compared to Evolution, they have no regard for their costumers, if they did they would have at the very least gave us fair warning about such changes... but yea suddenly years later when there about to bring out a new satellite in a few months it becomes a huge issue. Unbelievable.
Now in addition to the above issues, I'm getting connection drops, slow speed, etc. Only confirming for me it's about time to find a new ISP. I would be fine with such things if Exede was communicating and keeping us informed of when such issues will be fixed, but instead they pretend there is no issue at all and try to sell us more data.
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?
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?
(Edited)
Because for most of us this is our only option
Well there are other satellite services, and most cell phones companies offer a home service over cell phone towers. These usually can be found in most rural areas. Not exactly better as far as speed/data but at this point for me it's more about not giving Exede business if this is how they treat customers that have been with them for years.
Christine Conrad, Champion
BRKnox, there are only two satellite internet providers, Hughesnet and Exede. Dishnet and Directv/AT&T subcontract their satellite internet from those two companies.
Not everyone has cell service at their homes. I am one of those, we live in a hilly area.
Not everyone has cell service at their homes. I am one of those, we live in a hilly area.
Didn't say you did, simply saying that a lot of us do have some options... just saying, sorry if you don't though.
Kyle Talbot