Evolution Plan service altered, can't web browse after hitting data limit

  • 1
  • Problem
  • Updated 1 year ago
  • In Progress
I have the Exede Evolution Plan, which allows for basic web browsing to work as normal, even after hitting the data cap.  Recently, my web browsing has been throttled, loading this webpage took several minutes, each image is slow loading one at a time.  

It seems that Exede has changed my service to work like the Liberty 10 plan, even though I'm still paying for Evolution.

I called customer service and they said that I would have to choose a new plan.  So it seems that Exede has nerfed my Evolution service, making it work like the lowest tier plan, so they can strong arm me into buying a new plan.  This is in violation of my contract with Exede.  Very unhappy with this shady business.
Photo of James

James

  • 4 Posts
  • 0 Reply Likes
  • cheated

Posted 1 year ago

  • 1
Photo of Tim Spake

Tim Spake

  • 407 Posts
  • 204 Reply Likes
No, they wouldnt do that, would they?
Photo of Bev

Bev, Champion

  • 3067 Posts
  • 1285 Reply Likes
You don't have a media blocker, preventing ads, images and such that you don't need from loading? That may be a part of why you have used all of your priority data. I like UBLOCK ORIGIN for Firefox or Edge, you can decide what size media elements are allowed to load. I set it to max 200KB, lets most avatars load but not much else.
Photo of Diana

Diana, Viasat Employee

  • 2233 Posts
  • 419 Reply Likes
Hi James,  We have not changed the Evolution plan.  It has always been the same. If you like to watch videos online, movies on Netflix or stream music on Pandora, chances are one of our other plans with a higher data allowance may be the best choice for you. ViaSat/Exede is now monitoring the data used more closel.  

Pursuantto ViaSat’s Data Allowance Policy, when an Exede Evolution plan customer uses100% of their data allowance they will continue to have access to email and webpages at regular speeds. Certain other uses of the service such as downloadingvideo or audio media will be significantly slowed and/or restricted and someinternet activities will not work.

Here is a link with what you need to know about the Evolution Plan.  If you have additional questions, please call 855-463-9333, or send an email to exedelistens@viasat.com
Photo of Mr.Anderson

Mr.Anderson

  • 87 Posts
  • 21 Reply Likes
Evolution plan here too... Looks like James was just referring to basic web pages, such as the one we are on right now.

And as Exede Diana posted "when an Exede Evolution plan customer uses100% of their data allowance they will continue to have access to email and webpages at regular speeds. Certain other uses of the service such as downloading video or audio media will be significantly slowed and/or restricted and some internet activities will not work.

James posted a concern, and all he received was inaccurate information about "priority data" and a suggestion to change his plan, which he should not have to do being on the Evolution Plan.

Nothing to see here? Move Along....
Something has changed again though... last year for a couple weeks, we had the issue of nothing loading, with "connection was reset" errors.  Weird things happen every now and then, but seem to clear themselves up.  Here is the kicker...The regular websites work fine during the "free zone". 

And just to be "CLEAR" , I am just referring to "regular websites" Not videos or other types of bandwidth hogging media.  Example, this website we are on.  Pretty regular, would anyone not agree?

The Evolution plan is being throttled more than usual. Has been this way for a couple weeks now that I have noticed.  Just fix the problem or issue. 

Another odd or strange thing is that even though my connection goes down to around 5Mbps during the day running a speed test, the website browsing does not seem to want to use the 5Mbps it has available to it.  I just ran another test now and got about 6.5Mbps.  Plenty for regular websites to work, but it just moves along at a crawl.

Problem: throttled connection.  The filter that is being used on the Evolution plan is not working properly in accordance with the Evolution Plan


Photo of Bev

Bev, Champion

  • 3067 Posts
  • 1285 Reply Likes
What I think you are not understanding is that the Exede system sees audio and video (photos included) as different than a web page, even if the audio and video auto load with the rest of the web page. Those elements are slowed once you use all of your priority data.

Using a media blocker such as UBlock or UBlock Origin will allow you to block those media elements as well as advertisements. That not only lets web pages load faster, it conserves data as well.

Even this very page has 3 such element that can be blocked.
Photo of Diana

Diana, Viasat Employee

  • 2233 Posts
  • 419 Reply Likes
Mr. Anderson,  Exede is monitoring all media which is counted toward your priority data. When it is used up,it will be slowed except use of web browsing and emails. As Bev pointed out.
Streaming media like online videos and music are sometimes found embedded within certain websites. If you go over your data allowance, these items will be restricted from playing on those web pages.

In order to be certain that your Internet activities are considered web pages or email, you need to follow all of the guidelines below. If you forget to follow any one of these guidelines, it is highly likely that your activity will be counted toward your Exede Evolution data allowance:
  • Virtual private network (VPN) and remote access software must be turned off
  • You must be using a web browser application. Only static (non-video, non-music) content viewed within a web pages application qualifies as web browsing and/or email. Content viewed in other applications may not be considered web pages or email (e.g. Android, iPhone or iPad apps other than web browsers)
  • Web Browser URLs must begin with http:// or https://.  This means ftp:// and other types of sites that launch external applications will count toward your data allowance.
  • Email attachments must be 25 MB in size or less. Most email services already prevent attachments greater than 25 MB.

If you are in an area that is high is capacity, you may experience slower speeds.
Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather, at ViaSat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software. Because of these many variables, ViaSat cannot guarantee any particular speed to you. 

We anticipate that when ViaSat-2 is operational, speeds will increase for all of our customers. 

(Edited)
Photo of Mr.Anderson

Mr.Anderson

  • 87 Posts
  • 21 Reply Likes
I have been blocking video and audio on webpages for a long time.  Currently I use Ghostery, ABP, and have disabled flash through the browser itself.  So I do not have video and audio loading. 

This issue is only in relation to simple a webpage such as this one here.  I do not see any audio of video or advertisements loaded on this page, only a forum board.  There are no complex graphics on this site.  I do not have advertisements or video on any of the pages I visit. It is all blocked.

I have had this satellite service for 2 1/2 years.  I know how it has operated in the past, I have been through the blockage of all websites, I have been through periods of slowdown.  What I am receiving now is no-where near browsing websites at regular speeds.

This is not a media/video/audio issue.
This is not a media blocker issue. 
I have been using blockers even before I had satellite service, because I wanted to speed up my cable connection and not have to look at advertisements and having auto loading video in the background.
There are no VPNs
The issue exists on Firefox, Chrome, and IE on Win10, on multiple computers
My email d/l slow as hell too, without attachments. And I am just talking about downloading the email into my email client, not actually opening the email up.

Anyway, it will probably clear itself up in the future.  Not one person at Exede expect for Exede Brad on these boards even confirmed that there was an issue last year with Evolution customers.  If you called in, the agent wanted to change your plan or make you buy more data and said there was not an issue. 

Only after the agent added data to the account and then the issue persisted did I get to talk to tier 2 support.

An issue that has affected my connection in the past, has been the web accelerator on Exedes end.  I have had to have it disabled in the past to correct browsing issues.  But of course that only lasts so long because the modem will put itself back on the web accelerator later on that night.

You mentioned speed, and I addressed this in the previous post.
It is not about the speed.  5Mbps is way more than enough to load a webpage devoid of media/audio elements, but it fails to load quickly.  Congestion?  Possible, but all the time?

Anyhow, I am talking to a brick wall here.  Something may change to fix this issue in the future, but no-one is going to admit there was an issue to begin with.  I even asked the agents about the Evolution issue last year, and no-one knew what I was talking about.  It was only addressed on here and on the Wildblue message board.



 
Photo of phinneus

phinneus

  • 79 Posts
  • 36 Reply Likes
its not just you.......my freezone has turned to total trash and they tell me there is no problem.  during my freezone 2 weeks ago I could download up to 30gig a night.  Post 2 weeks ago...........I can barely pull 10gig........its bs and they dont care about us.  Just the corperate sales.  They shave internet from us to sell to them.(cause they pay more)

also I 100% agree service will be great for a few years after viasat 2 is in position and ready for account.

Then it will revert back to what we dealing with now.  There overselling BW on the current sattelite based on being able to deliver more traffic with viasat 2 soon. Getting coprerate/government contracts now and taking the BW from the consumers accounts.

Thats my 2 sense......sure they will deny it though lol
Photo of Tim Spake

Tim Spake

  • 406 Posts
  • 204 Reply Likes
Sounds about right to me. The fox is in charge of the hen house. Too many of us have the same problems
Photo of Old Labs (VS1-329)

Old Labs (VS1-329)

  • 3807 Posts
  • 3848 Reply Likes
FWIW, unless you're on an Evolution Plan it's not the same problem (albeit similar). Mr.Anderson's post details specifically what thread is about - based on anecdotal evidence he's posted both here and elsewhere I'm inclined to agree with his assessment. But with the way that the network management policy is written - there's little chance of a solution - avoid DAP at all costs regardless of plan is the only real solution.
(Edited)
Photo of Bev

Bev, Champion

  • 3067 Posts
  • 1285 Reply Likes
Pretty simple, say you own a parking lot (one beam on the satellite) that has room for 100 cars (Bandwidth Available) You can charge 60.00 per car, per month for cars to park (Use bandwidth) No one car is going to be parked there 24/7 so, what are you going to do? You will sell each space to more than one car so that A CAR (A SUBSCRIBER) is always in each available spot, you may sell parking for 200 cars, thus doubling your profit off the parking lot.

Exede knows the percentages, so the technically double sell a percentage of the capacity of each beam so that it's handling as much bandwidth as possible - close to max capacity, the majority of the time based on the usage of the customers on that beam. That's just good business sense - get the most out of what you own and can sell.
Photo of Mr.Anderson

Mr.Anderson

  • 87 Posts
  • 21 Reply Likes
Just waiting for my local electric company to starting offering broadband services Tennessee.  A law was pasted recently allowing electric companies in Tennessee to compete in the broadband arena.  The fiber is already to the power station.  A neighbor county already has it up and running. 60Mbps for $60, 75 for $75, 100 for $100 and 1000 for $150.