Evolution Plan Was Available 2 Days Ago - Called to Order Today and Now it Is Gone!!!

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For the last two weeks I have been debating on whether to upgrade my data cap or not.  Called in 2 or 3 weeks ago and was offered the Evolution 10 plan.  Did an online chat last week and was offered the same thing.  Wanted to ponder it for a bit and again looked at the plans online on Saturday evening (01/31/2015) and decided I should switch.  

Called in today to change the server and now it isn't available???  I was told that it must have been misinformation and that it was not available in my area.  I was also told that it wouldn't have been made available and then just removed.  I have people I know that just signed up for Exede (I am an existing customer going on 32 months now) and are on the Evolution plan within miles of my house in the same zip code.

I am VERY VERY dissapointed in Exede for their inability to remain consistent even within the same market.  The representative I spoke with was very nice and spoke with her supervisor many times and the same thing was stated.  It was stated that Evolution was not available in my area and the previous representatives and the website were incorrect - even though I know people around me that signed up - in fact people I recommended to go to Exede.

I am NOT HAPPY about this.  This teaches me 2 things:

1. Take screenshots and record conversations when dealing with Exede
2.  Don't wait as Exede apparently changes things at a drop of a hat.

I would love for any high level Exede representative to explain this change to me and the rest of us that have experienced the same situation.
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Brian Shackelford

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Posted 3 years ago

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Gary

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No offence meant but what takes so long to decide to go with a much better plan? If they ever offer the EVO plan in my area it will take all of two minutes for my decision!
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Steve Frederick, Champion

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Brian, send an email to exedelistens@viasat.com and have one of the moderators check into this and get back to you with an answer. Include your account information so they can identify your account since they can't get that info from your name on this forum.
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Brian Shackelford

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No offense taken.  I was just not sure we were going to stay on Exede service, but there just aren't any other options.  I called around and had to wait for all the providers in our area to get back to me.  

However, that is beside the point.  The main point is that they offered it and now it is gone and I am being told by all of their representatives that it was never offered, however I know people that have it.  I read on the site elsewhere (also seems to have dissappeared) that they were carefully rolling out the plans as once they were offered in the areas, that these plans were then there for good and that they couldn't stop offering them as an explanation as to why the rollout was slow.

I agree - kicking myself at the moment - but bottom line is that I am being told repeatedly it was not ever available in our area, when I know for a fact it is since people around me have it.

Again - I am looking for an explanation from a representative from Exede to actually answer the question.  I could by the mistaken information if it wasn't for the fact that people I know have the Evo service around me.

Exede - any input?
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Brian Shackelford

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Just sent email.  We will see what is said.
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Brian Shackelford

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I live in Virginia. Here are zips that I checked previously around me that all had the Evolution available and now do not. I checked the surrounding zip codes prior to this to see if there were higher cap Evolution plans around my area available to see if one may be coming to my area. What I found is that they all had the Evolution 10 package available and now they also do not show it.

23117
23024
23219
23230

I sent an email to the suggested address abpve and am still waiting for a reply. I checked with a friend of mine that is in the 23117 zip who just got his Evolution installed a week and a half ago and he no longer sees the Evolution plan available either - but he is on it! A check of his account shows that is his active plan.

For those that are asking "why wait so long", well there are a few times a month that I have to do some downloading on my system and I have been waiting until midnight (just staying up untiil then) to do this. I needed to decide if I was OK changing my schedule to go to sleep and get up at 3:00 AM to do this if I switched to the evolution plan. I was also evaluating other options - of which there are zero.

Eagerly awaiting the answer from Viasat.
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Starring Matter

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Seems very likely, since the larger data plans were added in under-utilized areas, you area previously had a low number of subscribers.  Partially due to the new plans, more people signed up, bringing the subscriber numbers up to where exede wanted them to be.  To prevent congestion and keep speeds reasonable for everyone, once the subscriber quota was met, the larger plans were eliminated.  

Something doesn't sell well, you put it on sale.  Sounds like that's exactly what they did, and the sale was successful.
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Old Labs

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That's Beam 329, same as mine, and up until recently it had been showing Evolution-10 availability. The early bird apparently gets the worm.

I'd been considering a switch to Evolution-10 myself, but would have had to drop NRTC and sign up directly with ViaSat to do so. In the end, I didn't see it as being worth the hassle of a "new install" particularly if it had involved drilling new holes in my roof.

I suspect Beam 329 has just shifted from the purple category to the yellow category on that beam classification map I'm not supposed to have, indicating it's approaching its capacity. At least the classic plans are still showing indicating it hasn't reached full capacity yet.

Oh well, one less option available for upgrade until 2016. Until then and whatever the new upcoming announcements are, they'll have to be pretty good for me to switch from being an NRTC subscriber to a direct Exede subscriber before the 2016 launch. The only advantage now would be in becoming eligible for Exede Voice is switching.              
(Edited)
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JEP

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Old Labs - Wow!  That's one less option for us.  I had never considered switching, but now it's not a choice.  I am surprised that there are that many truly rural customers in Virginia that are sucking up Beam 329, but facts is facts.
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Brian Shackelford

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Starring - I understand what you are saying, however it directly contradicts what both the service representative and her supervisor told me yesterday.  I was told that if I had been offered that service previously and it showed on the site then it must have been a mistake or misinformation as Exede would not offer a plan and then stop offering it in an area. 

Old Labs - I find it interesting that you would know this information when the customer service representative and her supervisor both apparently did not.  I do want to thank you for confirming that what I am stating is accurate as I was told over and over by customer service that the Evo plan was never available in my area.

Again I will await an answer from Exede concerning the email I sent them.   I am frustrated with the service - which is great, but I am very disappointed in the issues I have had with the data caps (multiple times of which the LFNZ was counting towards my cap) and with the inconsistency in their offerings.  

I realize they have a company to run, but they should give some notice to folks that offers are limited time or only until they reach a capacity.  None of that was stated by any of the representatives I spoke with, nor was it noted on the site.
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Gary

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I sure do understand your frustrations. I get mail notices all the time from my phone company wanting me to sign up for a DSL line. Also from Time Warner cable to switch to cable TV. Keep in mind they send these to my physical address but the phone company does not have DSL service here where I live nor does Time Warner have cable along my road. The right hand has no idea what the left hand is doing! Welcome to my world.
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Brian Shackelford

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Just called back in today and the representative confirmed that the Evo plan was removed from our beam due to the area being maxxed out.  This goes against what both reps told me yesterday and highlights my previous criticisms of the inconsistency in the compay's offerings.  

The representative I spoke with today worked with me to come to a resolution that, while not what I was wanting, is better than nothing.  I do appreciate the hard work of the customer support representatives do and this is in now way a complaint of my interactions with them.

I am still await a response from the email from yesterday to address my question for someone else who may be "in the know" but for now I guess I have gotten the best resolution I can get without actually switching to the EVO plan.
(Edited)
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Brian Shackelford

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Just wanted to take a moment to praise the service representative I spoke with today for going above and beyond to dig out the information that they were unable to provide me yesterday which started this whole thread. 

So great thumbs up to Sharon for persistence and patience with dealing with a frustrated customer (i.e. - me) and coming to the best resolution possible with the options available at this time.
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Exede Amber, Employee

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Hello Brian, thank you for your positive feedback. I have received your email and I will be responding to you this morning. Exede Amber 
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Brian Shackelford

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Thank you Amber - I appreciate your time to check into this as well.  While I doubt anything more can be done that what has at this time, I will patiently await to hear back from you once you have had a moment to review everything.
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Lake Country Satellite, Champion

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As of February 3rd the plans for a lot of areas have changed.  In most of Virginia and North Carolina the Evolution Plan went away for awhile and we went to a $99 activation fee.  

The reason behind this is for your benefit.  Unlike the old Wildblue days when they just kept loading subscriber after subscriber on the network, resulting in the speeds getting slower and slower.  When ViaSat bought the company and launched Exede, policies were put in place to make sure the network was managed a lot better and customers speed did not become an issue.

So restrictions are now in place in these beams to help keep your speed up.  One way is to limit the Evolution Plan which offers the most bang for your buck, and new customers have to pay a $99 activation fee, which is still a great deal by the way!  In the old days I had customers paying over $800 for the equipment and installation for a speed of 1.5 Mbps, which was blazing fast 10 years ago for satellite.

Be patient, as customers naturally migrate off our service as they move or other services come available, these plans will come back....and there are some other exciting things coming down the road I am not at liberty to speak about, that will rock your world!  Exede is committed to being the #1 Satellite Internet Provider out there.

I hope this help answer some questions as to why plans come and go and makes a point for the future.......

"Don't put off until tomorrow what you can do today."  Ben Franklin

David R Varner is an Elite Dealer and the owner of Lake Country Satellite, LLC, and a member of the Dealer Advisory Council to ViaSat.  www.LakeCountrySat.com
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Brian Shackelford

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Amber - I have not seen a reply from you on this as of yet.  I have submitted several follow ups and still have not gotten anything back.  Can you confirm you have been getting my updates and the status of what is occurring with the information requested?

Thank you for your attention to this.
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Exede Amber, Employee

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Hello Brian, I am sorry that I have not followed up. I am unable to locate your email. I do have the information for you, we are continuously making changes and the Evolution plan at this time is not available in certain beams (321,329). We are moving things around. If you would like to speak with me further through email please send me another email to exedelistens@viasat.com. Again I am sorry that I can not locate the previous email.
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Brian Shackelford

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Thank you Amber for your response and working with me on this.  I look forward to when the new services / plans come available in our area.  I know our county (and those around us) are currently evaluating possible plans to improve internet services.  I hope that they are looking at a partnership with Exceed as a viable option.

- Brian

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