Email problems

  • 2
  • Problem
  • Updated 3 years ago
  • In Progress
  • (Edited)
From the Evolution Data Allowance Policy, "Q: As an Exede Evolution customer, what happens to my Internet service when I use 100% of my
data allowance?  A: You will continue to have access to email and web pages at the regular speed." NOT TRUE.  I hit my 5GB limit last week and called customer service to complain that I was being blocked from IMAP email.  I was informed I had hit my limit.  I informed the CSR that per the data allowance policy, email and web pages will continue at regular speed even if you hit the data limit on an Evolution plan.  CSR informed me that "some web pages" might be blocked after hitting the data limit.  I reiterated the language from the published data allowance policy, stressing that I was talking about IMAP EMAIL and CSR reiterated that "some web pages" might be blocked.  I was unable to convince the CSR there is a difference between web pages and IMAP EMAIL.  Instead, the CSR magically pulled another 10GB credit out of thin air and restored my service, for which I was grateful.  I did ask the CSR to clarify policy as my experience was contrary to published TOS.  I told CSR there is a disconnect between published policy and actual experience, despite the fact that she did not understand the difference between "some web pages" and IMAP email.  I told the CSR that it is imperative that Exede clarifies actual policy, as they are not honoring their published policy, violating their own agreement.  She seemed disinterested in or unable to do so.  As the conversation was going nowhere, I thanked her for her time and hung up.

Now, I've hit the cap again and again my EMAIL is being blocked.  I have read TOS again, and quote actual language from the Data Allowance Policy above, contradicting my actual experience.  

WHAT IS THE POLICY?  Is it your published terms, or some other ethereal rules pulled out of someone's a** that only CSR's are privy too?  

I am fine with streaming and other web services being blocked if I overstep my 5GB limit.  What I am not fine with is my email access being cut off despite the published promise that it will not if I exceed my data cap, which with 5GB can be done with a metaphorical sneeze on the internet these days.

Thanks in advance for illuminating me.
Photo of tim august

tim august

  • 9 Posts
  • 2 Reply Likes

Posted 4 years ago

  • 2
Photo of Exede Amber

Exede Amber, Employee

  • 135 Posts
  • 23 Reply Likes
Hello Tim, I would be happy to look into your services for you to see what is going on. Email does work after you have used your allotted GB. Please send an email to exedelistens@viasat.com, so that I can get started.
Photo of Rene Moreno

Rene Moreno

  • 48 Posts
  • 6 Reply Likes

Hi there,

I need to add another class online through my college website.  Why are you blocking the links?


This page can’t be displayed

  • Check that all network cables are plugged in.
  • Verify that airplane mode is turned off.
  • Make sure your wireless switch is turned on.
  • See if you can connect to mobile broadband.
  • Restart your router.


Fix connection problems


Photo of Danielbo

Danielbo

  • 154 Posts
  • 78 Reply Likes
Yes, I have never had that issue of my email, or really any web pages not showing up. I have noticed things moving a little slower. That is interesting. 
Photo of HMC1940

HMC1940

  • 605 Posts
  • 253 Reply Likes
That Exede Evolution plan always sounded confusing to me. Thought you could do web pages and email after using your 5 gigs which isn't very much. Why would anyone want that plan?
Photo of Jacqueline Tierney

Jacqueline Tierney

  • 269 Posts
  • 156 Reply Likes
They don't count a lot of your activity against your GB allowance which makes it very desirable to some people.  I don't believe any of my Facebook activity is counted because we have 3 users that use Facebook on a regular basis each day and some days we see a usage of 0.1 or less GB.  Video streaming, FTP or other uploads/downloads count.  But not normal web browsing and email.  However, I have not gotten a clear answer on email,  I assume that only email that runs on systems like gmail, hotmail, etc probably are not counted.  I download my email through a POP server so I assumed that type of download probably counts but have never been totally sure.  Also the 3 am to 8 am free zone that comes with this plan works much better for me as I usually do updates or related activity when I get up in the mornings before 8am.  In our area the Evolution plan now has 10 GB available for streaming and related activities which also makes it nice plan to be on.  I have only used 2.5 GB so far this month of my allowance.  If  you go over the non-counted activities are still supposed to work at normal speed but all others are throttled, haven't tested that yet.
Photo of HMC1940

HMC1940

  • 605 Posts
  • 253 Reply Likes
Thank you very much for explaining the Evolution plan. :-)
Photo of Brian Shackelford

Brian Shackelford

  • 847 Posts
  • 243 Reply Likes
Found this in reviewing the FAQ about the Evolution Plan:
------------------
5. Are there rules or guidelines to help me determine whether my online activities are considered web pages or email?

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
----------------------

Based on that I am not sure that IMAP and POP3 is included as unlimited as they do not use the http (port 80) and https (port 443) for access.  This actually makes sense since refreshing a large IMAP folder structure can eat a lot of data.  I would be interested in the final resolution to this as technically IMAP and POP3 are considered email protocols so one may assume they apply towards email, however it may be that Exede is intending to say that you would have unlimited WEB based email access.

Hopefully you can get some clarification from the Exede support staff.  I have found their assistance to be exceptional with any concerns I have brought up.  
Photo of tim august

tim august

  • 9 Posts
  • 2 Reply Likes

  • 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)
Unfortunately, this requires a complete, untraditional definition of email to apply here.  Email, as it has been used for well over 30 years now (I've been using the internet since the Lynx days), has always been a service separate from http, a protocol which came along *after* email, and email has always used POP or IMAP (and other lesser known) protocols as standards.  If Viasat requires http/s only for email, they would have to stipulate this explicitly in terms, as it is contrary to accepted practice since the creation of the internet.

Furthermore, the assertion above does not bear out, because for users of Apple IMAP mail service, iCloud is the only web-based alternate, and all iCloud services are completely blocked when the data cap is exceeded.

I'm still hopeful ExcedeAmber will get back to me.  Hasn't happened yet.
Photo of HMC1940

HMC1940

  • 605 Posts
  • 253 Reply Likes
I didn't think they even had POP email with Windows 7 and Windows 8. I have Windows 7 and there's no POP mail. All I can find are web emails. So using Google.
Photo of Brian Shackelford

Brian Shackelford

  • 847 Posts
  • 243 Reply Likes
HMC -

You can download Windows Live Mail for 7 an 8 and access email that way if you prefer using POP3 or IMAP. 
(Edited)
Photo of Jacqueline Tierney

Jacqueline Tierney

  • 269 Posts
  • 156 Reply Likes
I continue to use Eudora mail for email as I have since the early internet days, and like Brian said above I simply download it to each new computer.  No particular reason,  I'm just a creature of habit.  :P
Photo of Brian Shackelford

Brian Shackelford

  • 847 Posts
  • 243 Reply Likes
Tim -

For the record, I would make the same assumption that email was including POP and IMAP since, as you say, those are traditional services.

That being said, in reading the onine information over, I now believe that the intention was to say that web-based email is unlimited. I would send a second email to the exedelistens@viasat.com address. I know that I had been waiting for a followup and actually had to send a second email into the address as the first case seemed to have gotten closed out mistakenly (hey we are all human).

On the other side, I believe that they may be swamped with notices about certain....er....other users that are abusing the forums and posting in response to just about everything on them. Hopefully that will change in the next few days and they can get back to helping folks with issues such as yours.

Hopefully you will hear back, but please send a followup email just in case.
Photo of tim august

tim august

  • 9 Posts
  • 2 Reply Likes
Well, I did hear back, and the explanation was risibly indefensible, as it amounts to IMAP being "more than" email.  IMAP stands for Internet Mail Access Protocol, and has been one of the two primary email transport protocols (the other being POP) that have been in used as "email" since practically the creation of the internet.  So the argument that IMAP is not email as it is commonly defined, defies pretty much the history of cyberspace.  I now need to find a way to escalate my complaint to a level of support that understands that Viasat cannot redefine the internet to suit their own needs.  Email, which has for nearly thirty years has meant POP and IMAP, has not suddenly been redefined by Viasat.  Surely, someone at Viasat will recognize the peril this position puts them in.

For what it's worth, nearly all "webmail" is accessed in either POP or IMAP.  Microsoft Exchange is IMAP for the most part, yahoo and google are POP.  Apple relies on IMAP (like Microsoft).  To declare the protocols in use by the largest purveyors of internet OS as "more than" email begs disbelief.
Photo of Exede Amber

Exede Amber, Employee

  • 135 Posts
  • 23 Reply Likes
Hello Tim, I have escalated your case for further information for you in regards to the IMAP. I have sent you another email in regards to this as well.
(Edited)
Photo of Rene Moreno

Rene Moreno

  • 48 Posts
  • 6 Reply Likes

Have an issue with your ISP

File a Formal Complaint with the FCC

http://apps.fcc.gov/ecfs/upload/display

New rules of Net Neutrality!!!!

Photo of Exede Kimberly

Exede Kimberly

  • 879 Posts
  • 202 Reply Likes
Hello Rene, I have reviewed and responded to your comments on Facebook
and look forward to helping you out of your DAP status. Look forward to
hearing from you.
Photo of JEP

JEP

  • 987 Posts
  • 718 Reply Likes
Wonder if we can file a complaint against spamming, eStalking and eHarassment at that site?
Photo of Steve Frederick

Steve Frederick, Champion

  • 2735 Posts
  • 1717 Reply Likes
JEP, it seems to happen on the overnight Saturday-Sunday. Get Satisfaction needs to have a way to report the spamming.
Photo of Rene Moreno

Rene Moreno

  • 48 Posts
  • 6 Reply Likes

I called and talked with an exede representative a few days ago about the issues of websites and links being blocked.  We spoke for about 30 minutes, I described the problem in great detail to which he repeatedly responded by saying, "you need to buy more data" .  He admitted to very slow speeds, blackouts, websites and link blockage after data cap was reached.

When I purchased the contract.  I was told that speeds would reduce to 250kb/s after data cap was reached and assured that internet connection would continue to operate normally with no blockages.  Normal speeds would resume after month cycle.

Unfortunately for me and many other subscribers who complain about the same issues, were misinformed and no have to deal with blocked content.

If exede really wants to succeed, it really needs to put a stop to blocked content online when consumer data caps are reached.  Otherwise the company will be taken over by other ISP competitors who offer better plans with no blocked content.

I cannot wait any longer for new companies to come around here offering way better internet services.

Thanks,

Good luck to you as well.

Photo of tim august

tim august

  • 9 Posts
  • 2 Reply Likes
Complaint filed!
Photo of tim august

tim august

  • 9 Posts
  • 2 Reply Likes
I'm jumping back in here to report that last month, Exede CS finally got their act together, after I had forced escalation repeatedly and stated unequivocally that basic http:// and IMAP should NOT be blocked if one hits their data cap on an Evolution Plan, just like it says in their own TOS.

Problem solved.

Not.

This month, having hit my cap, internet and email are gone again.  I called into CS (WASTE OF TIME), as was informed I hit my cap and all data would be slowed to "less than dialup" speed.  I tried to inform the CSR that this was an erroneous statement in light of Evolution plan terms, that I had confirmation from Exede that her assertion was in error, and asked that she escalate my trouble ticked to someone who could help.

The reply, "escalate what?"  I had to hang up before I exploded.  

This is pathetic.  CSRs have absolutely no idea what the terms of their own agreements are and have no problem pushing wrong information and then refuse to allow the ticket to be escalated.  Wow.  Just wow.

If I had ANY alternative I would be gone in a heartbeat.  But Exede knows they own the monopoly on rural internet, and they sure as hell plan to ride that all the way to hell.

Title II regulation of the internet can not come fast enough.  ISP's have sealed their fate.
Photo of Exede Beau

Exede Beau

  • 380 Posts
  • 74 Reply Likes
Throw Away, it doesn't appear you are actually in need of any assistance, but if I'm wrong and you do please send an email to the email address above.
Photo of Throw Away

Throw Away

  • 6 Posts
  • 0 Reply Likes
I need assistance understanding why Exede is overselling/oversubscribing their service.
Photo of JEP

JEP

  • 987 Posts
  • 718 Reply Likes
Economics 101.
Photo of HMC1940

HMC1940

  • 605 Posts
  • 253 Reply Likes
Here I thought all this time that Exede didn't oversell their beam space. DUH!! Want to sell me the Brooklyn Bridge.
Photo of Throw Away

Throw Away

  • 6 Posts
  • 0 Reply Likes
It's interesting that you direct your ire at a me for pointing it out rather than at the company for doing it.
(Edited)