Unhappy with changes to Evolution plans

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  • Problem
  • Updated 1 year ago
  • Not a Problem
  • (Edited)
I've been with Exede for over 5 years. I've had the Evolution 20 plan since it was first offered. I use the LNFZ 3 AM to 8 AM for data downloads/OS and program updates, etc. I scheduled downloads for the LNFZ using the Internet Download Manager program or if I'm up before 8 AM I'll do it manually. During Prime time it's just Web browsing and checking email with Outlook. Last month I went over my 20 gigs 10 days before roll over. That is rare so I called Exede and asked them to check my usage because the MyESVT site doesn't give Evolution plan users day-by-day data usage reports. I assumed they were charging me for data during LNFZ but the CSR said that was not it - I had used the data at the beginning of the month (???). So I switched my network over to my cell phone data (also 20 gigabytes) and got through the 10 days. Now, rollover has happened and after 2 days they show I've used 2.4 gigabytes. I called again today. The CSR this time said that Exede had recently updated their software and Evolution plans that used to allow Web browsing for free now charge ALL of it as data. If that's true that's really a breach of contract by Exede. The Evolution plan was sold to us as having unlimited Web browsing (video streaming was an exception). The CSR recommended that I switch to the Liberty 25 plan with the shorter LNFZ that ends at 6 AM instead of 8 AM. I'm going to drop Exede like a hot potato as soon as enhanced 4G/5G cellular service is available later this year. I imagine that's what the rest of you will do too. 
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Big Al

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Posted 1 year ago

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Old Labs (VS1-329)

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The CSR was mistaken otherwise the Data Allowance Policy would have been changed on the legal documents found at http://www.exede.com/legal/ - it hasn't changed with respect to Evolution.

What did happen was several months ago a loophole was closed on the Evolution plan that was allowing certain streaming elements appearing on many web pages to not be counted as part of the data allowance. Although never fully explained, the suspicion was that HTML5 media elements were not being counted against your data allowance - once they started being counted, there were numerous complaints about quicker exhaustion of the data allowance as one might expect (since nobody was complaing about the free ride they were getting before).

HTML5 media has become increasing popular (replacing Flash media altogether on many web sites including the ever popular Facebook, YouTube, etc.). Those of us on non-Evolution plans became familiar with its autoplay and worse still its preload behaviors which negatively impact our data usage long ago as sites began aggressively adopting HTML5 media - we took actions to stop the drain caused by HTML5 media.

Look for browser extensions that allow you to tame both HTML5 media's autoplay and preload behaviors - Firefox with both an ad blocker and the Flash Control extension (not to be confused with FlashBlock) has proven to be effective for many in eliminating unwanted data usage attributable to HTML5 media quirks (and in particular the preload behavior which you don't even know is occurring) .
(Edited)
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Big Al

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Well golly, so sorry that you were annoyed by us "freeloaders" complaining about changes that Exede secretly made to our service plan. I think you need to reevaluate  http://www.exede.com/legal/ because Exede did change the plan (software) so that the Evolution plan now works differently than what we started out with and are (were) accustomed to. I'm not a lawyer though. 
Why doesn't MyESVT allow Evolution plan owners a daily view of data usage? That would be useful to be able track down when those pesky HTML5 media elements were used.
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Old Labs (VS1-329)

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You didn't annoy me - I told you what happened. Use the info to your advantage... or not. The Evolution Data Allowance Policy did not change and is stated at:

http://www.exede.com/documents/master/data-allowance-policy.pdf

If you really want to monitor your usage accurately, it's best to do so independently - nobody fully trusts the Exede monitoring anyway and best you can do is verify independently (or not as the case may be). 

Or wait for 5G...

But yes, you're correct a heads up in advance would have been nice to allow users to adjust.
(Edited)
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Diana, Viasat Employee

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Hello Big Al, Old Labs is correct. When the plan began, we made allowances in favor of the customer until we could correct it. The original Plan features are what you are enjoying today. Please see the details of the Evolution Plan below;
If you have any additional questions, please send an email to exedelistens@viasat.com.
 
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Dale

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Old Labs should sign in with his Exede account.

In any case, the comment that no one trusts exede monitoring makes no sense.  We are billed or blocked based on exede monitoring so, trust it or not, it is important that we see what exede sees.  In fact, in any financial transaction, the biller should be able to prove delivery of the services being billed so how can exede say their monitoring is not reliable but bill us based on it?  With WildBlue, I was able to see a daily usage going back a long time.  I should be able to see at least what I had from WildBlue in Exede but, more modern technology in an analytics age, I should be able to see all of my usage and slice and dice it anyway I wish.

I have been an exede customer for years and only used about 4 to 10gb of 25gb each month and yet somehow now I am over my 25 gb limit 5 days in, I purchase another 7gb and it's used in 2 hours.  How the heck can that happen.  And nothing in the process let me know that exede has new plans for less money with 50gb limit so I completely wasted the 68 dollars for 7gb - which was wasted anyway since it says it was all used in a couple hours.
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Old Labs (VS1-329)

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I'm an NRTC subscriber, no Exede account through third party wholesalers.

You think you've got it bad, Dale?

Try getting by with just the following:



Edited so as not to offend the humorless...

P.S. You should really look over some of Gwalk's posts if you're genuinely interested in knowing where your data is going (Exede isn't going to help you except for a weak categorization of usage - the devil is in the details):

https://community.exede.com/exede/people/gwalk900
(Edited)
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Big Al

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So it took your experts 2 years to “Correct” the Evolution plans and you didn’t think to inform your customers that their “Allowances” were coming to an end? But then in my 5 years as a customer of Exede the only notifications I’ve received is when my data is low or at zero and would I like to buy more at $10 per gigabyte. It sounds like a good class action suit, but again, I’m not a lawyer. You bet, when a competing broadband option becomes available in our rural area I’ll happily take it.
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Barry Paepcke

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dont let the digital data door hit you where the sun dont shine
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Big Al

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I see you are new to Exede or this forum. Give it time - then pick your own door.
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Alex, Viasat Corporate Communications

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We did send out emails to all Evolution subscribers in Jan/Feb to let them know about this. I'm sorry if you didn't receive it (maybe ended up in your spam folder?)
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Big Al

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Would you post a copy of that email? The email account I use for Exede goes back to March 2016. I searched for all email from Exede and there was nothing there about this. "Your internet service bill is ready", "It's time to keep an eye on your data usage", and "Your account is now in data restriction" are the only notices I ever receive. Why would it go to my spam folder if I'm getting these email notices?
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Dale

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Wow.  YOu got a warning before they limited your access and again when they did it?  I got neither.  Suddenly I just couldn't get any pages to open.  Had the same thing done to me on WIld Blue years ago because, after 5 years of using 20% of my max, I went over by 50mb and was blocked for most of a month.
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Big Al

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Nadine

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I'd love to watch this video, but I'll have to do it at the public library because I'm - (wait for it) - IN DATA RESTRICTION AFTER ONLY 10 days. It's like having service for only 10 days a cycle.
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Brad, Viasat Employee

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Hi Al,

Could you email us at exedelistens@viasat.com? I can forward you the email.
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Steve Donaldson

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I think what makes your customers so upset with Exede is not just Exede.  As a group, I think people are getting fed up with the growing trend (especially in the US) toward redefining “service providers”.   Historically service provider depended on good to excellent service to stay in business.  Now, however, that is not the case.  Exede and HughesNet have a captive audience.  If we don’t like data limits the answer is to go away, but go where.  There is no place else to go.  Why would either of these companies try to better their value to us when it just doesn’t matter to them staying in business?  The important issue for them staying in business is getting more money for the same service or less service.  I am sure the company line is that “we value our customers”.   Verizon tells me the same thing every time I talk to them.  “You are a valued customer because you have been with us since 1996.”  However, since 1996 they have done absolutely nothing to improve my service where I need it!  The words are nice and companies love to make their employees say these things.  That is called propaganda, not gratitude.  I don’t care what your people say to me, if they don’t back it up with action.  It’s the action that tells me I am important to you.  Especially with big businesses, I hear a lot of words, but see very very little action.  The only exception is where bigger profits are involved.  Then the action is money driven and not customer driven.  No matter what the propaganda says.

Bottom line is Exede closed the loophole they created and they let their customers get used to.  They closed it because of money and with no real concern for how the effected customers would feel.  Sending out an email that says "I am taking away something I have given you in the past and gotten you used to because I screwed up" is not looking out for or caring for your customers.  You are essentially telling us where we fit in your list of priorities.  Is this going to keep any Exede executive up at night - I don't think so.

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Big Al

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You get it too. What Exede is doing is making it difficult for Evolution plan customers to stay with that plan. Exede wants us to switch to the Liberty plan - which benefits Exede. 
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Brad, Viasat Employee

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Hi Steve

We *DO* value you guys as a customer (I wouldn't have a job if you guys weren't our customers, so believe me, I really do value you guys!). I know the Evolution changes are frustrating, but what happened was that we found something we didn't correctly monitor and fixed it.Understandably this probably altered many people's habits as routine things they'd do was now being counted (correctly) against their monthly data plan. 

 We do have other options and plans that might be more beneficial to one's internet habits (for example the newly created Liberty 50 plans or the Liberty Plans with a free zone recently) and following next week's launch of ViaSat 2 we're going to be able to usher in some new and exciting plans and features in the very very near future.
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Big Al

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Exede Brad. You are the face of the company to us. You are Exede when we have a problem, a complaint, or even if we want to praise the company. We, the paying customer, want to be treated fairly and receive the value of your product when we signed that 2 year contract with Exede. The Evolution Plan still claims "Unlimited Access to Web Pages and email". Yes, you will refer us to the fine print that says there are limitations to that "bonus feature" but then after 2 years you changed it. We, the paying customer, for 4 years asked for Exede to give us a reliable way of tracking use of precious (and expensive) data. Your response was "we are working on it". Finally you say we can use ESVT but it's BETA so you can't rely on it AND, it only works for Liberty Plan users. Us "freeloaders", as Old Labs originally posted before he edited it, on the Evolution plan cannot use it to verify our own data tracking. Currently my own data tracking shows that ALL of my Web traffic and email accesses are being deducted from my data bank. Since I have no way of verifying that with Exede I'm concluding that Exede has made my Evolution plan into a Liberty plan but without the "Liberty Pass" when I run of of high speed data. 

It would be in Exedes favor to force Evolution plan customers to switch to the Liberty plan.  A 3 hour Free Zone instead of 5 hours, 3 to 6 AM instead of 3 to 8 AM. The Liberty plans would be a good option IF there were a software switch so the customer could choose when to use, and not use, high speed data. You are getting many complaints when Liberty plan customers are dumped into the limited Liberty Pass after quickly depleting their high speed data; it appears that Exede cannot sustain the “up to 5 Mbps” claim when thousands of customers are sharing the same bandwidth. You want us to believe that the new VIASAT2 satellite will fix that bandwidth problem. It should, but the cost of it is passed on to the consumer.
(Edited)