Evolution Plan Changes?

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  • Updated 3 years ago
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Anyone one else told they would be upped to 10GB Evolution Plan (from 5) & then it never happened?  When I first heard about this & inquired to make sure it was true for my plan I was told in an e-mail "I do see that you have 16 GBs for the month, you are on the 15 Gb promo and after the 6 months it will go to 10 GBs. That is a change that has been made to our Evolution Plan."  But, after the 6 month promo mine went back down to 5GB.  I e-mailed about it, & they said I was just told wrong.  They do not have the Freedom plan available in my area.  I e-mailed again to get further explanation & have since been completely ignored.  Please, what gives!!!?
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Kamalla

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Posted 3 years ago

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Brad, Viasat Employee

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Hello Kamalla. Did you email exedelistens@viasat.com and if so how long ago? If not, I'd like to take a look at this for you
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Kamalla

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Hello, I e-mailed the help section from myexede.net about it about 1 month ago.  I just e-mailed them again today also.  I was originally told this 12-8-2014.  Thanks!
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Knight Rider

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Yea sometimes if you try to reply back to an email they send you you get that message. Wait and see if you hear anything if not create a new email and send it to that address
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Kamalla

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I was creating a new e-mail, that's what's odd.
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Steve Frederick, Champion

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If you include the case number in an email, their system will recognize the case number and respond with that auto-reply message.
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Kamalla

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I will try again then.
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Kamalla

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OK, I removed any possible reference numbers so it finally went through.  We'll see if anything happens.
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Eric Hare

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I emailed about it and also got told basically "sorry, you were given wrong information".

The irony is that our next door neighbors HAVE the 10GB plan! They got bumped up from 5GB to 10GB at the time we signed up. When we signed up, we specifically asked that 10GB is the new data limit because 5 isnt enough - it was a condition of signing up. In fact, the website even stated we'd get 10GB as former wildblue customers.

Needless to say, we're extremely disappointed in the way this situation has been handled. If there is no adequate resolution, we'll be leaving and switching providers, which is especially disappointing because we've been very happy with the speed and quality of the internet service.... but 5GB, even if webpages and email dont count, is just appallingly low, and we would have never signed up if they had told the truth about what our limit would be after the promo expired.
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Kamalla

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OK, this is part of the response I received back:

"Thank you for your email, Kamalia. I certainly understand your concern over the misinformation you received regarding the Evolution plan. I know it is frustrating when you are given incorrect information about your service.

I am sorry that you were advised that the Evolution plan which you are currently on would offer you 10 GB of data when the promotion ended. Unfortunately, that is not the case, as only the 5 GB plan is available in your area. In fact, the Evolution plan is no longer being offered in your area at all. As a current Evolution customer, you may continue with this plan as long as you like, however, if you switch to another plan, you will not be able to transition back to this plan."
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Eric Hare

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For the record, I know that its not any of your faults in particular. It's not even Kimberly's fault, I understand that she and others were just relaying the information available at the time, I do think that those of us who were told we would get 10GB should get 10GB - to match all the other Evolution subscribers who had their caps bumped up in November.

That would solve the issue and gain a lot of trust back with the customers who have lost it now that they're being told "Oops! You were given bad information! Sorry!"
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Eric Hare

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For the record, I know that its not any of your faults in particular. It's not even Kimberly's fault, I understand that she and others were just relaying the information available at the time, I do think that those of us who were told we would get 10GB should get 10GB - to match all the other Evolution subscribers who had their caps bumped up in November.

That would solve the issue and gain a lot of trust back with the customers who have lost it now that they're being told "Oops! You were given bad information! Sorry!"
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Kamalla

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I agree completely, give the 10 GB that was promised to those it was promised to.  They can't just change the rules whenever they feel like it & then back track to say the info. was incorrect because it was correct, they just then later changed their mind.

For available plans in my area now, it says there's 3 different liberty plans & then there is an Essential 10 -which has 10 GB.  I'm assuming this is something similar to the Evolution?  I don't see any description of it though.  Does it have the unlimited web surfing & e-mail?  What is different from the Evolution 5GB that is costing me $75/month & the Essential 10 which says it's only $50/month?
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Eric Hare

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The liberty plan is not similar to evolution, although it might be a solid option for you. Essentially, you get 12GB (for the base Liberty plan) of "Priority Data". Once that is used up, you get a "Liberty Pass" which allegedly provides you with 1-5mbps speeds most of the time, but lower during heavier use. Could be a solid option, but:

1) its $5 more than the Evolution plan was
2) No free zone whatsoever
3) No free email/webpages

For us, that plan does not work because the vast majority of our use is email/webpages, and we make use of the free zone.

Plus, with the way Exede just walks back on what they promise, i would not be shocked for them to decide "Actually, the liberty pass will be dialup speeds" and then, if we called them out on it and point out they promised 1-5mbps, they'd just say "Well you were given old, incorrect information"....
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Brad, Viasat Employee

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Kamalla, It likely may be the same case with the 5GB Evolution plan in your area but were you emailing exedelistens@viasat.com? There's only 2 of us the last week 1/2 that answer those and we don't think either of us got your email. I'd like to check for you and let you know ALL of your options. From the sound of it you were getting one of our frontline agents.  

Eric, the Liberty Plan is something of a group of plans to show what's to come with Exede. Those plans didn't even exist a few months ago. With our launch of ViaSat 2 next year, we are hoping to make those plans become more widespread. So the reason those Liberty plans do not have a late night free zone is because after you hit your data limit, rather than going to a dial up speed like the classic plans do, these will allow you to browse at 1-5mbps during the peak time periods. That's something we won't go back on as we feel this is a very beneficial package to our customers and we'd rather move forward than backwards.

Feel free to email us at exedelistens@viasat.com, we can look at your area specifically and work with you a little bit better than we can here on the forum since we can get account information and give you much more specific answers to your concerns
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Eric Hare

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Lol. Wow. Awful business practice on Exede's part. Especially funny responses considering my next door neighbor HAS the 10GB Evolution plan.
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Exede Lindsey

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Hello David, a great way to check and adjust your SPAM settings would be directly through your Zimbra account. On the left pane, if you scroll all the way down you will see the Webapps tab, click on SPAM SETTINGS. You can then adjust the settings from: none, low, medium, or high. This should help with spam filtering. Thank you

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