downloading video during free zone and continuing into metered zone

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  • Updated 2 years ago
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I recently started downloading a video (2 GB) near the end of my free zone, finishing into the metered zone (about 200 MB worth) and was metered for the entire 2GB video, I was not aware of this and had to call in several times to finally find this out. I can't find any information on this and Nikki would not reimburse me for any of the metered data. She told me I need to physically stop the download to avoid this. Does this seem right? ( I am on the Evolution 10 plan).
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Chuck Anderson

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  • dissapointed

Posted 2 years ago

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Exede Lindsey

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Hello Chuck,

I’m sorry for the inconvenience, what the agent advised you was correct regarding data usage. You would need to physically stop the download to protect your data from being used into your metered time. Please send us an email with your account and contact info to exedelistens@viasat.com and let us see what we can do.    
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Chuck Anderson

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Julie from customer care just sent this to me:

Hello Charles, 
I'm following up on your recent request for help from our online support center. Please find a summary of your request and my response below:
 
 
I am sorry that you are having a problem with the data usage on your account. When you are using the free zone the data that is used after the free zone ends is all that is counted towards the data usage for the month, not the entire file that was downloading during the free zone. 

What the hell????
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Exede Lindsey

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Hi Chuck, please email us at the address I listed above. -  exedelistens@viasat.com
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R Frederick

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Wow. This explains a lot - thanks so much for bringing it up Chuck. I've had this happen and thought just he two minutes left would count against my time. The last time I called in about the problem I was not given this information which is very important for all users to understand. Hope you get some relief Chuck.
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R Frederick

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I get it - we are remote and there is nothing here. We recently gave up Dish for TV because every time we turn around they raise their prices for mostly junk and now just doing without. We've discovered that we don't miss TV much, Netflix via DVD has filled the void. Cell service here is spotty but new towers are going in all of the time. We've just started getting up earlier to stream some of the PBS shows we like but that's a bit of a pain at times so hoping for something else in the not too distant future. 
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Chuck Anderson

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We have Dish Network and it's been pretty good. They also raise their rates but nowhere's near the other company which I used to have. They did have a 2 year price lock guarantee which I call about and they did give me a better deal for more channels, the other company wouldn't even budge...It never hurts to ask and even easier to "shop around".
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R Frederick

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Thanks, that may be something to think about. :)
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Chuck Anderson

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Diana from CC did notify me that you must indeed start and stop in your free zone to avoid overage into the metered zone. She gave me a one time courtesy 1 GB of data to my account. I used to have Hughsnet for 5+ years and I must admit that EXEDE does at least try to make it right for their customers. It's not about getting back any data, it's the point that I honestly had no idea to start and stop my free data usage within my free zone. BTW, I was told I have the Essential 10 plan, not the Evolution plan,sorry. Lindsey, thank you for all your help!
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R Frederick

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That's great Chuck. From what I've heard about Hughes I think you are right Exede does try to make things better, particularly once your problem reaches a person who is able to help. Some of the biggest complaints about the service appear to be due to the fact that we as customers aren't aware of things like the issue you posted about. Some people would have totally flown off the handle but you kept your cool and were respectful in the way you worded your original post. I think that helped you resolve this in such a good way. I am so glad you posted because this was info that I needed to know. Thanks~