Trouble with free zone

  • 1
  • Problem
  • Updated 3 years ago
  • (Edited)
We have dramatically altered our lives to get basic use out of our internet, getting up at 2 a.m. to do Windows updates or to download apps for a new iPhone at Christmas. After having repeated suspicions that Exede is not honoring the free zone and their failure to ever give us an hour-by-hour data tracking report, I purchased data tracking software.

My daughter used 8 gig of data to download all of her new apps and updates on her iPhone at 2 a.m. on Dec. 30. I got up at 3 a.m. on Jan. 2 to download 2.6 gigs and update my laptop from Win 7 to Win 10.

All of this usage was billed to my regular account and after only three days I have used 70 percent of my month's usage, for which I pay a whopping $140 a month.

I emailed a complaint and Exede gave me 5 extra gigs. Then they closed the case number as resolved without allowing me to respond. I would have to go through the entire new case process to say that I know that I used at least 10.6 gigs during the free zone. The credit should be for that amount at a minimum.

But more importantly, why do you try to act like we don't know our own usage and yet fail to give us access to the same hourly usage reports that you supposedly ask your techs for?

I've noticed on the forum that numerous folks also have exhausted their usage in just the first few days of this month.

It is ridiculous to pay $140 for sub-standard speeds, only one-third of what is advertised, and to repeatedly fail to honor the free zone. It is awful to pay this high price for internet, only to be able to update Windows at 3 in the morning. We never use Netflix or videos, only email and social media.

Cannot wait to escape this contract. We shouldn't even have to follow a contract that obviously is not being honored by Exede.
Photo of Roger A Snell

Roger A Snell

  • 18 Posts
  • 0 Reply Likes

Posted 3 years ago

  • 1
Photo of Brian Shackelford

Brian Shackelford

  • 847 Posts
  • 243 Reply Likes
Roger - occasionally something causes a hiccup in the system causing free zone usage as being used during the Priority data time. Exede will usually correct that by giving you a credit for data on your account. That being said, I have 5 mobile devices in my house. Until I blocked them from connecting in the firewall I use, I kept having insane amounts of data being used on my account. I realize you know how much you used during the Free Zone, but are you certain additional usage isn't occurring outside of that?

While I no longer have the Free Zone, I would regulslry check usage at 12:05 AM and then again when I was done for the evening. I would screenshot both of these. Then once the system flipped to Priority Data I would check again to ensure no abnormal usage was showing. A few times I found it was an Exede issue (have not had that issue for over a year and now have switched to a Liberty Plan a month and half ago) and more often I found it was a problem with device on my wireless network at the house.

Exede will definitely work with you to determine what is going on and get it corrected.
Photo of Roger A Snell

Roger A Snell

  • 18 Posts
  • 0 Reply Likes
Thanks, Bryan. I have taken all of the steps to prevent automatic updates, limit billed usage to email and social media (with videos disabled) and am tracking hourly.

The three months that this has happened is exactly because free zone is being billed.

All other months are easily within the cap because we never use Netflix or videos.
Photo of LorrieL

LorrieL, Champion

  • 637 Posts
  • 215 Reply Likes
I suggest that you continue to renew your complaint until you feel like you have gotten some kind of understanding of exactly what Exede's position is on your problem.  I recently made a complaint and had it seemingly dismissed out of hand.  So a week later I started another ticket/same issue and got a much better response.  I am sorry that we can't count on resolution of problems/complaints without having to report them more than once, but I think a better outcome is possible for you--at least I hope so.

This conversation is no longer open for comments or replies.