Internet not resetting at night like it's supposed to, chat offline

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  • Problem
  • Updated 2 years ago
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We're on the exede12 - 10 GB plan and have used up the data for the month. No problem, we're supposed to have an unlimited connection for a period during the night. Only trouble is that for two nights in a row now, the internet hasn't switched over. The lights on the modem shut off for a few seconds at the right time, like it's going to, and then when the connection comes back, nothing! It's ridiculously frustrating trying to stay up so late only to see that nothing will happen. 

What's worse is that the online chat is closed, and I can't exactly make a call so late at night with my current living situation. So I have no idea what to do, because I can't exactly start a chat when the problem is happening. 
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TiredUser

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Posted 2 years ago

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Photo of Steve Frederick-VS1/Beam314

Steve Frederick-VS1/Beam314, Champion

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What you are seeing is that your modem has switched to the LNFZ, but that the network is very loaded down with so many people using it to stream their movies and games. There is a large number of subscribers using the download manager programs that do put  a huge strain on the network, especially during the first several hours of the free zone.
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Exede Lindsey

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Hello TiredUser, 

Please understand that while the Late Night free zone is certainly recommended for use because this is a time during which data usage is not metered or counted toward your monthly data allowance period. It’s a great time to download software updates, stream video, upload photos and other large files or anything else you want to do online. We cannot regulate the fluctuation of the speeds mostly due to multiple users that are online taking advantage of the same function. If you like, I can review your account and make sure your “Late Night Free Zone” is working correctly. Please send us your account and contact info to exedelistens@viasat.com. Please remember that you can always reach us at 866.945.3258 for assistance or technical support. 
(Edited)