Freedom Plan issue

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  • Problem
  • Updated 3 years ago
  • Acknowledged
  • (Edited)
We recently had a very bad experience with Exede internet. My hope is that telling my story will make people think twice before singing a contract with this ISP.

About half a year ago, Exede offered what I thought was an excellent promotion. It was the 150GB Freedom plan for the price of the 20GB Evolution plan for 6 months. The idea was that we would go down to 20GB after the 6 month period unless we decided to sign up for the $99.99 Freedom Plan to continue with the 150GB cap.

We signed up and really loved our service. We used between 50GB and 100GB a month and the service was responsive (unlike Hughesnet). 

After the 6 months, I tried to sign up online for the Freedom plan. However, it was unavailable, only Liberty plans (the best being a 30GB soft cap for $150) were available. After contacting customer service when we started getting close to the 20GB cap, we were told that not only were we unable to sign up for the Freedom plan, but our early termination fee would not be waived if we wanted to cancel the service.

I understand that delivering high bandwidth internet via satellite is a complicated endeavor. I understand that Exede might only seem malicious, when really my issues are a result of, if not incompetence, a lack of planning on their part.

That said, this situation seems like a classical bait and switch; a shady business practice. We signed a contract with the expectation that we were signing up for a service that wouldn't be crippled. We signed up for the cheaper plan because it was a lower dollar amount for the same bandwidth cap. We expected to continue our service after 6 month for a slightly higher price, and now the plans that are available are not only subpar, but we are stuck in a contract.

This was a painful experience. We had high hopes that we finally had a solution to our lack of broadband availability, but in hindsight, I should have expected that it was too good to be true. Still, the conniving business with the contract was the meanest blow. I would not recommend this ISP. We will probably go down to the 10GB liberty plan (as we don't want to give Exede any more money than we have to), and modify our browsing habits.
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Thomas Royal

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  • ill

Posted 3 years ago

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Exede Lindsey

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Hello Thomas, thank you for reaching out to us regarding your customer service experience concerning your package and transition. We truly apologize for the inconvenience you have faced ,we strive to provide excellent service to our customers. This freedom package should have still been available for you to transition too. I would be more than happy to further assist with this. Please send your account and contact info to exedelistens@viasat.com. Thank you 
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Thomas Royal

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I have contacted them per your request, and will reply here with the results of that inquiry.
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Andrea James

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This is EXACTLY the same situation I experienced. I work from home and use about 100Gb each month, and I only just found out the Freedom plan is no longer available. Completely unacceptable.
Thomas, I'll be curious if you get any resolution from this. I'll be filing my own complaint as well.
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Thomas Royal

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At least one other Exede user has complained about the same issue on these forums: https://community.exede.com/exede/topics/welcome-to-the-world-of-exede-manipulation
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Andrea James

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Wow, unbelievable. I called customer service today, but received zero help, other than them saying "you can switch to the Liberty plan". If I don't get further assistance using that email address they sent you, I'll be filing a BBB complaint.
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Brian Shackelford

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Andrea - 

Send an email to exedelistens@viasat.com just link Lindsey asked Thomas to do and include account number, phone number, and email.  If she can help Thomas, she can help you too.  The mods here are connected to some magical power within Exede to ensure that they can resolve customer issues in ways that sometimes the phone support folks are unable to access (or it at least seems that way). 
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Exede Lindsey

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IN ADDITION:  All Exede customers who were on The Freedom Promo were notified through their contact email on file 30 days prior to roll off that if they wanted to maintain Freedom they were to act prior to the roll off before their promo expired. We made sure that notifications were sent out. 
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Andrea James

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Hi Lindsey, FYI I sent an email to the exedelistens@viasat.com address earlier today. Hoping you can assist me in getting on the Freedom Plan. My business depends on it.
I never received an email from Exede, as you referenced above. This was the only email I got - no mention of the Freedom plan disapppearing. It only says "consider upgrading to a different plan".
Was there another email that wasn't sent to me or that I missed?


Dear Andrea James:

We hope you've been enjoying the promotion providing you with extra data on our Exede Internet service with the Evolution 20 GB (FREEDOM Plan during promo period) plan. This is a reminder that your promotional period is about to expire on your next bill cycle date. If you do nothing, your service plan will automatically change to Evolution 20 GB (Standard). Your monthly price will not change.

If you've been using the extra data during the promotional period, you may want to consider upgrading to a different plan. We never charge a fee to change plans, so you're free to change to a currently available plan whenever you want.

To review your current usage or change your plan, log into my.exede.net.

If you have any questions or concerns, please give us a call at 855-463-9333. Thank you for allowing us to serve you as an Exede customer.

Sincerely,

The Exede Internet Team

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Brad, Viasat Employee

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Just sent you an email reply!
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Brian Shackelford

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Well that sure doesn't leave a lot of room to complain about not knowing.  Thanks for the update Lindsey as it would seem by the complaints that users were unaware their promo was about to expire.  I know, however when it comes to plan availability in our area that I only discover new or discontinued plans when I log into my account or punch in my zip code and check.  I would love to be proactively notified prior to plans changing up if there was any way possible to do so.
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Steve Frederick-VS1/Beam314, Champion

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Brian, just so you know, Exede Lindsey is a  guy. He, along with Diana and Brad, are very helpful in helping customers resolve issues.
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Brian Shackelford

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I guess that is why universities are trying to use non male/female identifiers. My sincere apologies to Lindsey ;)
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Thomas Royal

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Just to let anyone reading this know, my issue has not been resolved. I will contact the executive response team, then the BBB if my issue is not resolved. Good luck.
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Thomas Royal

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By the way, the title of this post is "Freedom Plan Bait and Switch" and not "Freedom Plan issue". The url reflects the original title. They changed it. 

Also, the post I mention above at https://community.exede.com/exede/topics/welcome-to-the-world-of-exede-manipulation was originally titled "Welcome to the World of Exede Manipulation". They changed it to "Freedom plan no longer available." 

The moderators deleted a previous comment of mine with no reason given.

"Mit diesem Zeichen bann' ich deinen Zauber."
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Brad, Viasat Employee

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Hi Thomas. We reserve the right to remove comments and/or change the headlines to any threads on this forum as we see fit. I personally didn't change it so I couldn't say for sure the reason it was removed but we do have our policies for moderating this forum. More info can be found here https://community.exede.com/exede/topics/exede-and-wildblue-forum-policies-update
(Edited)

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