Issue with data allowance

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  • Updated 6 years ago
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SUCKS!!! They advertise as 12 Mbps...after signing a 2 year contract and getting slow service I called and was told the the 7-8 Mpbs I was getting was really good and not to expect any faster. Also, with the basic plan we can max out our Data Allowance halfway thorough the month by just surfing the net and watching a couple Netfilx TV shows....and then they slow us down so much that we can't even watch a youtube video. We are already paying more than we did for our cable connection with unlimited usage and much faster speeds. Unfortunately we didn't know all this when we bundled it with Direct TV--it was the only company in our area that they offered--and signed a friggen' 2 year contract. VERY UNHAPPY WITH EXCEDE!!!
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Laurence Gagne

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Posted 6 years ago

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Exede Elizabeth

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Hi Laurence,

I understand where you are coming from with the speed concern. The speeds are advertised as "up to 12 Mbps". I recommend troubleshooting with tech support and requesting a service call to see if the speeds can be improved, it depends on how strong of a signal we can get in your location. The phone number is 1-866-945-3258 option 2 (or say "speeds" when prompted).

I'm also really sorry to hear that you feel you did not understand the data allowance policy at the time you signed up. We do our best to provide as much information as possible on our websites, blogs, forums, and through multiple required disclosures at the point of sale. We want consumers to have every opportunity to be well informed about our product.

Streaming video definitely uses up data quickly. 1 hour (HD) = 2.3GB. We do provide a completely un-metered time each day called the late night free zone (LNFZ) between the hours of 12-5AM daily. You may wish to utilize this time frame for scheduling downloads and streaming video.

Here is a helpful link to the usage calculation tool: http://www.exede.com/internet-package...

Here is a link to a forum post: http://www.wildblueworld.com/forum/en...

I am going to e-mail you (contact e-mail on your profile here) a list of some other tips and tricks that I have compiled from other customers on our community forum discussions.

Thanks!
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Ralf N Paola Delvalle

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I never got any of that info when I sign up!!!! The installer didn't even left a paper or any kind if info! I just recently found out about setting a online account 3 WEEKS AFTER MY SERVICE GOT HOOK UP!!! installer try to hustle me for 50 dollars for a pole to set a satellite that is not even mine I refuse and he put the pole but didn't even bother burrying the cable or throw his trash away he said he would put the poke but wasn't going to burried the cable!!!!! I WAS TOLD INSTALLATION FREE!!!!! Smh
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mike

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the guy came out to my place and handed me a box with all the stuff in it and drove away i had to install it
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Laurence Gagne

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I called tech services. They are the ones that told me I should be happy with 7-8 Mbps. I also agree with past posts stating that they felt misled by the assurances that were give re: speed of service and how many Mbps they'd need to maintain the level of usage they were used to. We were asked what we did with the internet and were told that based on that we should have no problem with the lowest level of service. It doesn't really matter what you post elsewhere....when someone is on the phone line getting their TV set-up and get switched over to your rep to set up the internet, what they are saying is all that matters.
So then today I called basically just to complain as I am very displeased with the service and the rep offered to take a few dollars off my bill and while she was checking on this we were disconnected. NICE!
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Exede Elizabeth

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We will research the billing concern right away. I received your e-mail and will continue this conversation via e-mail. I definitely want to do my best to make sure that we get your concerns resolved! Thanks!
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Kimberly Kimball

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horrible service. trying to cancel and i just get the run around and the fact they have my credit card on file they can just charge me 330.
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mike

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well as
Exede would say..... did you power cycle your modem ???? are you running a router ??? is any body using your service ??? let us send out a tech he can fix all your problems then they call you after you wait all day and tell you that they are not coming out and after about the 4/5th service call they show up and waste your day then the tech will tell you nothing wrong with the system ....did you power cycle your modem ???? are you running a router ??? is any body using your service ??? then you will post on this board and they will say.....We will research the billing concern right away. I received your e-mail and will continue this conversation via e-mail. I definitely want to do my best to make sure that we get your concerns resolved! Thanks! and that my friend is how i know the service is from Exede
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Chris Milton

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LOL! That is spot on, Mike.
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mike

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remember when you were young and you would go to the circus and that little car would come out and drive around inside the big tent then the door would open and 14 maybe 15 clowns would climb out of the car and dance around inside the tent .... well Exede bought that little car with all the clowns in it but with gas prices so high now when you call Exede who do you think is answering the phones ??? and between answering the phones they also answer questions on the net.... so yep it is a definitely we will call you back....positively maybe .... and dont worry we will fix this and thank you for choosing Exede ... yep total SNAFU
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mike

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i just live with exede super high tech dial up super speed ...... when it is working ... if they paid me every time they told me to power cycle the black box with the blinking lights ..... i would be rich and no i do not have a router ..... i do not think the service can support a router but if you just pull the string real tight and talk into the juice can slow and clear ..... then it works sometimes
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mike

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then i went to @https://twitter.com/ExedeElizabeth and i get....Sorry, that page doesn’t exist!

Thanks for noticing—we're going to fix it up and have things back to normal soon.
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Exede Elizabeth

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Mike,

Wow. I'm sorry to hear about all of these problems. I would be frustrated too!!

I have received feedback from some other folks requesting some kind of maintenance schedule or calendar. I have passed that idea on for consideration.

It sounds like the main concern right now is that you have been having connectivity issues during the late night free zone?

How many times has this happened?

Has anyone escalated the account for research?

If you would like to e-mail me again, but include your account number or phone number associated with your account, I will be happy to research further and see what I can do!

If you do not still have my direct e-mail, I can also be reached at our main email address: exedelistens@viasat.com.

Thanks :)
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mike

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pm sent
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mike

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dear Exede Elizabeth i am not frustrated i gave up on that after the first 6 months with Exede maybe im not ready for hyper speed internet as you lead me on
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Achim Enssle

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i don't even think Elizabeth is real , just a damn Callbot! Sure they offer to help , knowing they can't, but it sounds good!
Also , if they would be truthful at sign up, they wouldn't get a single Customer
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mike

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i just use the us postal service seems to be quicker and cheaper and i dont have to power cycle my stamps
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Exede Elizabeth

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Mike,
I am here to help. I can't force you to accept my offer to help, but it would be great to have the opportunity to try. :)

All the best,
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mike

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i have given you a year to help and i still have the same problems
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Exede Elizabeth

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I'm sorry to hear that your concerns have not been resolved. I am not sure what has gone wrong or what the problem is. You have my e-mail and feel free to contact me if you would like.
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mike

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dealing with you is like groundhog day
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Achim Enssle

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haha....good one mike!
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david

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I do agree....for 10 gb costin 60 plus dollars....and 1 gig for 10 dollars...it is a ripoff. I do not have the luxuiry...like many others...of using this late night free zone. some of us do have jobs...and more so those in the military.

I do believe I will cut this service. This is just too expensive.
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Exede Elizabeth

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David,

I'm sorry to hear that you feel that way. We truly value your business. We certainly do not want to lose you!

I am sending you a message via the contact e-mail on your profile here to discuss your concerns with the service.

Take care
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Fran zuraski

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I agree, this service and usuage meters are a joke!!! $60.00 for WHAT???? Staying up during the "FREE" hours is a bigger joke, most people have jobs, kids, etc. I'm cancelling after my contract
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Pigman

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I just came from Hughes Net and the plans are the same but with Hughes Net there is way to much issues with connectivity.
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scootercruiser

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I too have the direct tv bundle with exede/via sat/wildblue , whatever your real name, brand is. Directv just added $47 to my bill last month for an hbo package that I specifically told them I didn't want for this reason when I signed up...that I didn't want to be forced to callback and cancel and the burden was placed on the customer to cancel! Now, exede...I have had 10g a month and when I had surewest and never an issue with a data cap, etc.
Now, after four months...I'm constantly over the 10g a month. I was able to stream video constantly with surewest. Now, two video movies and I've used 5g in one afternoon. This morning, after a reset, my download speed was .04...not up to 12mg I signed up for. The installers NEVER told me I had a data cap and only 10g/month. Very unhappy and want to cancel. Switch to time Warner.
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Exede Zac

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Scootercruiser,

Sorry to hear that you are upset. When watching movies (in general) high-def will use on average 2.23GB's an hour. That would have put you at approximately 6.69GB's (90 minutes a movie/ 2 movies = 180 min/ 3 hours total.) 

For a more accurate reading of your usage and what you can expect to use, I suggest using our Package selector tool which can be very beneficial in determining what package would be right for you. You can use it at www.exede.com/estimate
If you have any other concerns, please email us at exedelistens@viasat.com. Thanks very much! Enjoy your weekend.
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Kimberly Kimball

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Dont you just love the generic postings from the company. what a bunch of bull
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scootercruiser

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I can't even get on the internet. Cant even get a speedtest and its 4am.
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mike

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that means its working
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Steve Frederick-VS1/Beam314, Champion

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It always amazes me that people that have access to cable would ever sign up for satellite TV and internet service. I guess they just never do research about the products before they jump in to ave $10.
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mike

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so if you watch 4 hours of movies the first day of reset that will give you 29 days of the month to go do something else other than get tied up with internet service ...... i want to thank you zac for helping with this tip ....... even tho you missed the point zac
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Exede Zac

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Hello again Mike. You're welcome for the heads up on the actual data used for video streaming. However, what was the point that was trying to be made? I do want to help understand all of our customers situations and help resolve them. Anything else I can help with her pertaining to the data? Thank you.
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mike

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and how come they are not rollover GB's ???
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mike

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zac you can help just make it so 25gb is std service
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Justin

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Vote 2 for standard at 25GB for $60/mth...do that and i'll quit complaining about being lied to about the slowed speeds and data limitations!
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mike

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ZAC that is the problem..... you are always looking into new ways to bring better and newer services to customers instead of doing it
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mike

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hello ZAC??? you there buddy??? i just checked and i see you did not do the 25GB a month thing i thought you would do anything to help out your customers ??? what happened ??? or were you just blowing smoke ???
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Achim Enssle

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whats their email??? exedelistens??? i don't think they listen at all!! Haha! I told them to give me instead of 12Mb down 10gig , give me 6Mb down and 20 gig...they said "we can't do that" of course you can, you just don't want to!!
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Achim Enssle

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and mike, i like you!!! lol
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mike

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no thats cool after a year of trying to get help i just wait for the service to work
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mike

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and i dont think you appreciate feedback ... i think you just like the idea of feedback
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Justin

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Yep Laurence, $59.99 for internet you can barely use before using up your data allotment is rediculous, welcome to Excede! i have had the same problem 2 months in a row, but hey theres good news its a low price of $9.99/G if you want to buy more!! I have to have this service, because there is really no other option and i have to use it for work occasionally...problem is i cannot use it to remote log in when Excede slows me to sub 256k speeds once my data is used....nor do many of my iphone apps work, and forget about a youtube clip.
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Exede Zac

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Justin, that's not the point we're trying to make with Exede Internet. We offer the LNFZ for those who are either up late at night and want to enjoy the benefit of having unmetered data and for those who need to do a lot of downloads/uploads or program updates. You can certainly use it to watch YouTube at that time, being that it's a free zone, however you should use the tools provided (metering, customer education, knowing what activities use more data than others) to better track and manage your monthly data. Being that we are limited in what we can offer compared to other providers, we do strive to do our best in giving all information needed for you (the customer) to have a good understanding on what the Data Allowance Policy is and how to comply with it. Thank you.
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scootercruiser

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So you admit your service isn't as good as the competition? Yet...I'm getting less service for the same amount of money? That sounds embarrassing for exede.
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mike

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this is the point we are trying to make.....Yep Laurence, $59.99 for internet you can barely use before using up your data allotment is rediculous, welcome to Excede! i have had the same problem 2 months in a row, but hey theres good news its a low price of $9.99/G if you want to buy more!! I have to have this service, because there is really no other option and i have to use it for work occasionally...problem is i cannot use it to remote log in when Excede slows me to sub 256k speeds once my data is used....nor do many of my iphone apps work, and forget about a youtube clip.
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JT

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Zac I have understood bandwidth usage rules since I had Skyway USA before I went to wildblue (on its' old sat). I was able to do many more things on both those policies (and no streaming music and video weren't just a once in a while thing) and never really came close to being sent a notice. I always get close with Exceed and I am actually doing much LESS then I did on your old satellite.

Personally I think your bandwidth monitor is way off. I am not do to be reset for 9 days and sadly am going to be slowed way down...I'll have to see if I need to actually hook up my phone line and use my old dialup, which I still get some use through dialup since I kept the email. It might be faster. Sadly I will probably have to skip talking to my disabled family member this week as even a 5 min facetime call won't work with phone speeds. even more sad is I do NOT have any other options for high speed internet as I am in a 'dead' spot for wireless from the cell towers and DSL is not available here. That is of course lucky for your company but not so lucky for me.
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Achim Enssle

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i was on DSL before, but was $80 for 2MB speed. Was very close to the server tho so a ping of 25-30 was a normal! with exede the ping is at 780ms. which the line quality is a straight "F" . I did not know all that beforehand! Why in the world they advertise (copy and paste ) Get 12 Mbps download speed on all our Exede12 plans (even on our entry-level plan)! You can't f***** download anyway! Man, i'm afraid be on Facebook and see my daughters videoclip and it says "lenght 3.22min. in my head i calculate already if i can afford to watch it! It's very sad that this Ripoff still is legal! I think they should put their ping on their with a description so ppl understand what they get into!
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mike

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zac after reading your statement i hope you are not raising kids nor do you vote
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Justin

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So I have turned off the wifi to the mobile devices and the PC = bummed kids and wife, I told em they would have to wait until after midnight to turn it on again.
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Justin

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EXTREME limitations at a very expensive price, I understand how to monitor my usage my point is you cannot have a family with average or even below average usage and get your money's worth from this service. If you are a single person household and want to check the weather(maybe not everyday) and maybe send a few emails a month then you might be able to stay under the usage restriction.
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mike

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this is the point
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Justin

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I was on the road this week and experienced real Internet on my laptop at the motel, I actually watched multiple YouTube videos without fear of being DAP'd!!
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Chris Milton

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I'm also having issues with the service. When I first started the service it worked great for several months, but not for the past 6 or so months I'm using all of my 15 GB of data within a week or so. I've tried formatting our computers and locking them down with virus protection. I've changed our router password multiple times thinking someone could be hijacking our wifi, but dismissed this idea because we live in a remote rural area. This past month I did an experiment where we disconnected all of our devices and still DAP'd within 10 days. I kept an eye on our usage from work on their website. I would love to hear Exede's excuse for that. They are having a serious issue with metering the data usage.
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Mary Patrick

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Yes, I barely used to use 3G and now by the mid of the month I'm using 7G and having to watch everything I do. I don't watch movies and can barely watch 4 minute YouTube videos without going over or hitting my limit. It is ridiculous. Exede is screwing us with this data meter, that I bet is WRONG. Now on top of that they just charged me $4.xx for "property taxes". The Federal gov't doesn't have property taxes. This is another bogus charge that is probably illegal.
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scootercruiser

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I cancelled my service last month. Sent back modem and tricuplar device they told me to take off dish and return in box they provided. I told them I wasn't going to pay the $15 per month left on my contract as service was subpar as you all are experiencing. I was told the 10g data limit was on my contract but all I remember we're the installers trying to get things done since it was 6p on a Friday night. I told them that had I been aware of the limitations, I wouldn't have signed up. I told her then they need a big bold headline on website and contract stating, "our services are limited to rural areas that can not get normal broadband internet. Therefore, you are only allowed 10g per month download, which equates to watching @ 4 streaming movies each month. If you exede this...your speed will be slowed down to 500k per month. Basically, if you're in a rural area where there's no other option, this is it. By the way , time warner arrived in my area and for $45 per month I'm getting consisted 13-15g speeds with no data cap!
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connie belcher

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Misinformed, overcharged, forced into paying more , for a service that has become virtually useless, for 2 years--------------
at a cost of , how much????? for how many people???

How many upset people, with pratically the same story,

Excede
WildBlue, I strongly suspect legal actions in the near future,
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Exede Elizabeth

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Connie,

I'm sorry to hear that you feel that way. I will be more than happy to help in any way I can.

Please e-mail me the phone number associated with your account, some details about what you have experienced, and the best time to reach you. My e-mail is: exedelistens@viasat.com.

Take care,
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Fran zuraski

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LMFAO
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scootercruiser

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I've had to go to the library three times now to use Internet for my business that I used to use at home. This is embarrassing . Will contact to cancel and copy my attorney as well. No, I'm not paying $15 per month of what was left as I was misinformed with subpar performance. What did my attorney say? Oh yea, fraudulent mis-representation with possible class action suit. He also said he would contact the bbb and FCC in regards to their practices.
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Justin

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The library to get good internet...good solution Scooter!
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Exede Elizabeth

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Scootercruiser,

We did receive your e-mail today. Thank you so much for that! I believe Exede/Lizz is working on your account to find the best resolution for your concerns.

Take care :)
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Justin

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someone from Excede will post shortly about how you waived your right to sue in the contract....
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scootercruiser

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If one tweet from an unhappy customer goes viral and gets national exposure about British airways baggage handling...think about negative exposure on LinkedIn, Facebook, Twitter, etc. my business has considerable exposure on these social media. That kind of platform will make Zac's job much more difficult , as these comments can go viral. Much like this forum.
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scootercruiser

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By the way justin, lawsuits aren't something that's as critical as negative publicity in the media. My clients pay me good money to give them positive exposure in their advertising and social media and one bad apple can destroy the whole crop.
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Justin

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I'm just tired of our sue happy society, in some cases its necessary, but 90% of the time its money hungry BS that benefits attornies way more than the involved party! i'll stick with my grassroots effort to push a company to do the right thing!
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david

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uhm...what happened to the late night free zone?>???
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Mary Patrick

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Exactly. I've been trying to use to keep from going over data limit--how I get there is still a mystery since I play no movies nor do I download music.

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