Freedom Plan available in Arizona?

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I live in Arizona and currently have the 25gb plan. I noticed the freedom plan is now available in my zip code (86333). So I called customer service today only to be told it is not yet available in my zip code??? Maybe in a couple of months according to the rep. How can it be advertised as available on the web site and then not be available to me?? I told the CS rep if I was a new customer and went through the online process to purchase new service it would let me. He stated he wasn't sure why it shows available on the website but he could not help me upgrade at this time. Is there any reason I can't just cancel my current service and purchase to get the freedom plan?? I have been a long time customer and way past my contract date. I am extremely frustrated with exede. Last month I paid almost $300 because I almost doubled my 25gb. Can anyone explain to me why my zip code shows the freedom plan as available but I can't switch???? Any answers that make sense would be appreciated. Thanks.
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Brian

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Posted 4 years ago

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Old Labs

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If you click on here link appearing in the "These plans are for new Exede Customers. Click here if you're an existing customer" below that, you'll see:



which indicates that you're eligible to upgrade at the regular pricing. The pricing for new customers is promotional or perhaps not (I hope they're reading the fine print).

Sometimes the phone folks fail to get the memo(s)...

Offhand you can simply email exedelistens@viasat.com with your account information and one of the moderators here will give you the real scoop with no need to cancel and re-up. Personally, I'd jump all over Evolution 20 or Freedom if it were available to me just to resume a normal sleep pattern even if it were to cost me $10 more than a new user - alas they are not, and I patiently wait for a new bird.
(Edited)
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Brian

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Thanks for the info. I will reach out via the email address. I will let you know what the outcome is. Thanks again.
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ExedeEmerald

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Hi Brian, I did see the email you sent into us. I will be responding to you shortly to discuss the issue with package transitioning. =) 
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Brian

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It has been a week since I first reached out to customer service and they did get back to me that same day saying they would be looking into the situation. Still waiting to hear back from someone? I do realize it is the holidays so I was hoping to hear something today, but no luck. I hope to hear back soon. I will check back in once I get some info to share. 
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A. Everett Neuman

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The rep's do bounce around on the weekends, so I'm sure the double hit of the holidays add to the schedule conflicts.

I pick on Kimberly myself. She slapped me once, I like that!☺

Try them again, I bet you hear back.
Everett
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Brian

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ok, it has been two weeks with no contact since my initial post. I just sent another follow up e-mail to see if anyone will get back to me. Now that the Holidays are over I would expect a little better follow up. Hopefully by tomorrow I will hear something. I will keep you updated. Wish me luck!!
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ExedeEmerald

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Hi Brian, I do apologize for the delayed response time, I am consulting with my Corporate team to get a definite answer on plans and prices specifically for you. Once I hear back from my Corporate team I will send you an email under the case number you currently have open with me. If you any other questions or concerns please let me know by sending a new email. I should be hearing back from Corporate soon. =)  
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Brian

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Hey Kimberly, any info from Corporate? 
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ExedeEmerald

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Hi Brian, I did just look at your case and it is still in Corporate hands being worked on. As soon as I get your case back from them I will send you an email. I do apologize for the time it is taking. 
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Brian

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Hey Kimberly, any word? I am hoping you can switch me over to the freedom plan before my next month begins on 1/28?? Please advise....
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ExedeEmerald

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Hi Brian, I did just send you a follow up email to let you know what is going on with the status of the Freedom plan. 
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Exede Kimberly

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Hello Brian, I have removed the comments above to lessen the confusion here. Exede Emerald is the one assisting you with this case and will be on shortly.
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GeoCom

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Hi Brian,

This is GeoCom in  AZ  let me know how you make out with your issue.
I am a local dealer/installer for you and am more than happy to assist
in anyway.   See what Exede can do for you first. I can be located in the
AZ dealer listing on the Exede website.
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Brian

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Thanks for reaching out. Customer service has told me I should have an answer by tomorrow. We will see if they are able to follow through this time. Not sure what the issue is as no one has explained to me yet why it has been so difficult to switch my plan over??? I will update you after I get a response. I do appreciate the help.
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ExedeEmerald

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Hi Brian, I just wanted to give you an update, I have not received your case back on your ticket escalation as to why we can not switch you to the Freedom Plan. As soon as I receive it back I will respond right away to you with the update. If you do have questions while we are waiting please send me a new email to ensure that I do receive. Thank you for being patient. 
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Brian

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A quick update...Customer service has been good about responding this last week, but only to tell me they are waiting on my Case to be looked at by someone who can, I guess make a decision?? It has now been over a month since I first inquired about switching over to the freedom plan. I have been told my zip code qualifies for the freedom plan. I have been told by not only exede customer service, but a local installer that if I cancel my current plan and start fresh, I can get the freedom plan ASAP. I can't understand why it is taking so long to make a decision to let me switch over to the freedom plan? I hope customer service can quickly get me an answer this week or an explanation of why it is not an option. I am trying to give exede the benefit of the doubt here, but my patience is running thin and their business practices are starting to look questionable. I understand you don't want me to pay less but you are the ones offering the new plan in my area. I do appreciate those who are helping and hope I can report back with some good news soon. I want to be the customer who can give exede positive press and not negative. I will keep you all updated.
(Edited)
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Brian

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Got word today that they should be able to switch me over to the freedom plan. The issue is that my dish is not on the correct beam. They are having the installer contact me to come out and get my dish on the correct beam. Once that is complete they will switch me over to the freedom plan. Not there yet but getting closer. They have been good about letting me know they are working on it, but they just haven't been very specific with what the issue was. I will let you all know how things work out. Thanks to the exede customer service reps who have continued to work on my issue.
(Edited)
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Exede Kimberly

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Thank you for updating here on the forum Brian. Glad to hear you are on your way to getting switched over to the Freedom plan!
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Brian

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Time for my weekly update. Below is a copy of the email I received from exede on Feb 2nd. As you can see by the email I thought my request was finally going to be granted and all would be good with Exede and I would finally be on the Freedom plan. I do want to make it clear that everyone who has tried to help me get my situation resolved has been good at communicating with me and worked diligently to get me a solution. But one thing has become crystal clear, exede has too many departments that do not communicate well with each other. No one can seem to make a decision and several different levels get involved which makes everything very confusing over time.

As I waited several days to be contacted by the dealer, as stated in the email, the call never came. I responded via email to exede to get the name and number of the dealer who was supposed to contact me. To exede's credit I received a reply within a day with the dealer information. I then called the dealer to inquire about my service call to redirect my dish to the correct beam. The dealer had no knowledge of my situation and had not been contacted by exede to set up any service call. The dealer took my name and phone number and told me she would have to check her email and get back to me. I gave her my case number and information and waited to hear back. Three more days passed, and yesterday I decided to call back to check in. The dealer did apologize and was sorry she hadn't gotten back to me yet. As I was on the phone with her she called exede and talked to someone in customer service to inquire about my situation. The exede rep could see in the notes that I had some kind of issue but the ticket had been closed as resolved and he would not be able to assist us. He did make it clear that the dealer should not have called with me on the phone. I got the feeling he was more of a tech support person and not truly customer service. Again, he was very nice but could not help us. He asked the dealer to call a different customer service number to get help. The dealer then calls the new customer service number and we speak with "Brian" in customer service and he seems very perplexed by our call and can see my request in the notes, but he too sees that the service ticket has been closed out. Again, he is very nice and really tries to get my problem solved. He does say that he has never delt with this situation and has to call a higher level manager to get involved. After going back and forth several times Brian finally comes back and tells the dealer she must be the one to initiate the change to my account to upgrade me to the freedom plan. The dealer states that they have never done that before and doesn't think that is correct. Exede customer service assures her and she needs to reach out to her supplier/contact to complete my request. My dealer then stats that she will have to investigate further to find out what she needs to do to get me switched over to the freedom plan and will call me back.

So, today she calls me back with the good news! They can switch me over and all I have to do is sign back up for 2 more years on contract and pay for my modem again, either monthly or 24 months in advance for $199.00. They need to order new equipment to get me on the freedom plan and can install once it arrives. So, at this point all I really want is to be on the plan so I get out my credit card and rattle off my account info! $299.00 charged to my card because I had to pay for my first month of service as well as the modem. Doesn't seem right that I have had to pay for another modem and more equipment but I really don't feel like wasting anymore of my time! I think I will cut my losses and pay up to get the Freedom plan. Hopefully Kimberly or one of the other moderators can step in and get me a credit?? Don't get me wrong, everyone I delt with including the dealer were very nice and really tried to help me get things resolved, but way too much of my time has been wasted on this and I truly didn't get a satisfactory outcome. I will be happy once my plan is switched over and I have always been happy with my internet service from exede. I just don't think this should have been this difficult and time consuming. I don't mind being under contract because I don't plan on changing. I just don't like having to pay for my modem twice and purchasing new equipment I am sure I don't need. Sorry for the long rant, but I hope I might be of help to someone else who has a similar problem down the road. I will update after my new equipment is installed and I am switched over to the "Freedom Plan".  Wish me luck!!

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