Late Night Free Zone Problem

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  • Updated 5 years ago
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Why is my Late Night Free Zone not kicking in? I am getting less than a kb/s during the day (and night now) since I supposedly went over my limit. For some reason though, speeds are not picking up between 12:00 AM and 5:00 AM. In fact, it's not even being delayed... It's not activating at all. Putting two and two together, this makes sense because I schedule my downloads to be activated at midnight and I think that it's being counted towards my usage. How can I resolve this issue? This is not the first time this has happened either...

For what it's worth, I have Wild Blue and I don't know who to contact since there are various antiquated articles of information, dead links and inconsistencies across the two sites...

Thanks.
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Eli

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  • ANGRY

Posted 6 years ago

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Starring Matter

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There is no late night free zone on wildblue
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Eli

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Yes, there is. It's on the very front page of their website. Thanks though...
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Exede Josh

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Hello, Starring is correct, there is no Late Night Free Zone on Wildblue services, only Exede.  Sorry for any confusion, just want to make sure we are getting the correct information to everybody.
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Eli

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This was a month ago, but thanks for trying. I am fed up with the blatant deception. If you go onto the Wildblue website, they advertise the Exede LNFZ right below the login place. It's just really shady and dishonest.

From there website:
Easily Manage Your Data Usage
Late Night Free Zone
Exede customers now get 100% free data usage (both uploads and downloads) from 12 midnight - 5 a.m. every night (per your local time zone). Learn more here:www.exede.com/latenight

The thing is, I pay $135 for a measly 25gb capacity and mediocre speeds and in return I get some representative from ANOTHER company to answer my questions... Saying that my service isn't the same quality as the one answering my questions. Do you not see how ridiculous that is? It's disrespectful to do that to a customer. 

I was misinformed by the WildBlue website and representatives over the phone. You can't get much better than that. I hate this service and can't wait to get out of the contract. I'll be seeking legal advice about the deceptive advertising though, even if I can't realistically do anything until my contract is over. Nobody should have to deal with this.
(Edited)
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Exede Josh

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Eli, I am sorry, I understand the confusion.  The Late Night Free Zone is for Exede services, not Wildblue services.  I posted my comment because there has been a lot of confusion about which services offer the Late Night Free Zone.  If you have the 25 GB package, then you are certainly an Exede Customer,and would be receiving the Late Night Free Zone.  Again, I am sorry for any confusion or miscommunication.
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Exede Elizabeth

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Hello Eli,

Thanks for posting! I will be happy to help with your concerns today!

I am wondering if you are on Wildblue or Exede? The LNFZ is only available on the Exede service.

If you are on the Exede service and the LNFZ is not kicking in at 12am, I do have a couple of questions and I will send you an email shortly to get some more information from you so we can get this resolved as soon as possible!

Thanks and have a great day!
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Buster Duglous

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Same thing happening to me that's b.s trying to say no free zone for wild blue I just talked to tech and they said its for both wildblue and exede also have an exede dish and new modem ,starting to sound like I might be getting scammed!
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Exede Josh

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Buster, I am sorry you have been misinformed, the Late Night Free Zone is only available for Exede customers not Wildblue customers. If you can email me your telephone number and the best time to call to exedelistens@viasat.com, we can take a look at your account and see what services we have available in your area and resolve any issues you may have. Thanks and have a great weekend! Exede/Josh
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barg_

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Former Wildblue customer here, many of my neighbors still have Wildblue, Exede service is shut down for new customers in this area, few have that.  They do have it a bit confusing.  Viasat is the parent company, Wildblue and Exede are the products.  Wildblue is the name of the old service that was first offered sometime around '05, shortly before I signed up.  Exede was offered sometime starting around the first part of '12 or so depending on the area.  Wildblue is no longer available for new customers, there are still existing customers on Wildblue, they have the same data caps and prices that they always had since '06 (except for the first couple months Wildblue was offered in '05, the caps were bigger).  They DO NOT have a free zone.  Only Exede service has a free zone.  Some Exede installs used a Wildblue labeled dish, they changed the product name sort of last minute to Exede, in an attempt to differentiate the product and get away from any existing negative press/thoughts on Wildblue.  Even though the dish may be labeled Wildblue, it is still Exede service, it is a different dish and modem than "real" Wildblue service, and if you have Exede service, you have nothing to do with Wildblue service.  When you go to the Wildblue site, which is still up because there are still existing Wildblue customers, it offers Exede service for sale, since Wildblue is no longer available.  Any talk of free zone is for the new Exede service.  And if any rep said that there was a free zone for old time Wildblue customers, they really were mistaken.  Many of them don't know much about the service, many have never used it, and they just read off of scripts, or go by what they are told.

As I said, former Wildblue customer here, Exede service was closed for upgrade right away so I didn't get that either, but most of my neighbors still have the service and I work on their computers and use their service from time to time.  So what I'm saying is, not lying here (unless I'm mistaken with something, in that case, just inaccurate, not lying, I guess I'll just say to the best of my knowledge).

Old discussion of the subject.
http://www.wildblueworld.com/forum/showthread.php?7783-7-Years-With-Wildblue-Legacy


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Dale Gibson

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  I have Exede, I have not been able to use the late night free zone more than three or four times in the last month. I have called a couple of times, but I get no satifaction from anyone. Idf I call durning the day, I get hungup on . I like the service when it is working, but don't see paying for something I can not use. I need this fixed.
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Exede Elizabeth

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Dale,  We definitely want to look into your account and further investigate.  Please send an email including a brief description of the issue, your contact phone number, and the best day/time to reach you.  The email address is:  exedelistens@viasat.com.  Thanks
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SonyaA

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Mine hasn't been kicking in this week it's 10:10 am and still no go main reason I switched from wildblue is the late night free time and I use it only from 12 to 1:30 but can't use it during those times cause it hasn't kicked in by then a lot of the time now I wonder if that is why I went over my usage so fast this month cause I thought it was on but wasnt
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Bev, Champion

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We really do need some kind of LNFZ indicator. Mine has never failed me but, it may not be engaging exactly at midnight. I have never used it before 12:30 Am and, make sure any downloads stop by 4:30 AM.

And Yes, it is possible to have a dish that says WildBlue and actually have Exede service. Until I had my dish replaced recently, I had a WildBlue dish with Exede service. There is not LNFZ for WildBlue service because it has a 30 day rolling total allotment instead. Exede is a fixed allotment that resets on your billing date and, so Has the LNFZ.
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SonyaA

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I waited up till 2am last night and it still hadn't kicked in
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JEP

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Yes!  Really do need some kind of indicator for LNFZ!  It is a roll of the dice, otherwise.
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SonyaA

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Yeap I think I just got took I watch videos after 12:30 pm the other night now it shows I used 4 GB in three days
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Lake Country Satellite

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I am having a hard time understanding why everyone thinks Exede is out to rip them off?  The late night free zone or early bird free zone time starts according to the time zone your zip code is located in.  There is no little light that lights up or an icon appear to indicate your free zone has kicked in.  Check your plan and your free zone:  Evolution Plan 3AM to 8AM, all other plans Midnight to 5AM are the free zones.  Your usage meter is not real time....yet.

Your meter may indicate that you have used data, but don't sweat it until you actually get slowed down.  Exede's name comes from the word exceed which means extend beyond.  They do this in ways that you don't even know about.

Exede has given customers more data and speed than what they are actually paying for.  There are tools in place to look at when your data is being used.  So don't sweat the meter until you actually get slowed down.  Then reach out to customer care.  And then shoot me an email if you are still having problems.

However, if you are being a data hog and using your service in replacement of your cable or tv provider or are just being wasteful, then there is nothing I can do.  Think of your Exede system as a water faucet, and a deep well full of water.  Now you and your whole neighborhood is pulling from the same well.  What would happen if EVERYONE in your neighborhood just left their water running full open?  Your water would start running slow and eventually run out.  That is what happens if everyone is allowed to let their data flow untethered, EVERYONE would slow down and the network would come to a screeching halt.  That is why there are limits.  As more and more satellites are launched, these limits will decrease as the "water pipe & well" get larger.

David R Varner is an Elite Dealer for Exede High Speed Satellite Internet and is a member of the Dealer Advisory Council to ViaSat.  david@lakecountrysat.com www.lakecountrysat.com

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JEP

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I have been a WildBlue/Exede customer for almost 9 years.  I have never hit my data cap even once.  WIldBlue used to not tally usage on the 30th & 31st of the month which allowed for large downloads such as an ISO software disk or a Garmin map update.  LNFZ is an attractive, advertised feature of Exede.  The issue is that LNFZ does NOT always happen at midnight local time and people get burned.  I have not had the problem, but it seems many people have.
(Edited)
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yukio98

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yesterday and today my LNFZ didnt go on and i was stuck without my usual free internet time. is there a way to fix this because my internet just reset and i dont want to use the LNFZ and it goes to my usage. 
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SonyaA

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it must be alot of us mine didnt either on those 2 days so I know now its not something on my end that is wrong its something on exedes end 
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Bev, Champion

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Sometimes the meter doesn't show usage immediately, usually it does in 15 minutes but, it can take as long as 24 hours for usage to show on the website meter. Is it possible you used the data at another time and, it simply did not post to the meter until during or just after the LNFZ?
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Lake Country Satellite

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When Exede first came out they (ViaSat) were going to use the Wildblue name, thus a lot of antennas were installed with the Wildblue name and logo and customers were assigned an @wildblue.net email address.  Then came the name change to distinguish the new product and move away from the baggage that WB had with it from the previous company.  A lot of the back office systems used by both services still have and use the Wildblue logo.  This is confusing to Exede customers who want nothing to do with WB.  As an Elite Dealer who also is a member of the Dealer Advisory Council to ViaSat, I have brought this up in our last meeting and it is being worked on to help make things a little less confusing and easier to do business with.

We have a new customer portal coming out real soon that is going to be great!  Your usage and other account information will be available on a single page, using a single sign in!  As far as the Late Night or Early Bird Free Zone, depending on your Exede Plan, that starts automatically according to your time zone.  There is no indication that you are in the free zone except by the time.  However, if you have already used your data for the month and your service is slowed, your modem should automatically do a reset and then come back up with no speed restrictions.  If that is not happening, simply unplug the power to you modem and router if you have one for 3 minutes.  VERY IMPORTANT to leave unplugged for the full 3 minutes, this allows your modem to fully disconnect from the network or rather the network to fully "hang up" on your modem.  Then plug just the modem back in and wait for it to cycle through all the lights one at a time, wait until the 4th or bottom light begins to blink before plugging your wireless router back in if you have one.  This is how to do a proper modem reboot and will correct 99% of you issues.

One thing I forgot to mention, how do you tell if you have Wildblue or Exede?  Even though the dish antenna may say WB on it, you may actually have Exede Service.  If your dish antenna has a TRIA (transmitter receiver) eye that is looking right at the dish antenna then you have Exede.  If your eye is looking away from the dish toward a smaller looking disk on the front that reflects it back to the center of the larger dish then you have Wildblue.

As far as Exede no longer being available in your area, find an Elite Dealer by looking on the find a LOCAL dealer tab on the bottom of the exede.com web site.  Elite Dealers will always be able to sell you the Exede service.  If you are in the Virginia-North Carolina area, call us Lake Country Satellite, we are a LOCAL Elite Dealer.  www.lakecountrysat.com 866-273-4426

By the way, you should ALWAYS be contacting a LOCAL dealer in your area to provide you with the best possible service.  Find an Elite one, and you will have the best of the best!  For any satellite product not just Exede, look to your LOCAL dealers.  We are here for you and our hometowns, but YOU have to call US!!!

David R Varner is an Elite Dealer for Exede High Speed Satellite Internet and a member of the Dealer Advisory Council to ViaSat.




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SonyaA

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the problem lies in there is no way to tell when your LNFZ kicks in it dont kick in at midnight like stated. I was even told by the last tech I talked to it showed how long my modem had been up and it showed that it hadnt reset for the LNFZ in return I used more then expected since I was told that LNFZ was from midnight (my time) until 5am. I know now its kicking in at all scattered times or not at all. Since last month I was DAPed and could tell speeds hadnt changed for the LNFZ one night it switched at 12:32 am then next night 1:45am third night it still hadnt kicked in when I gave up and went to bed at 2am. I have been using satellite internet now for about 10 years so I am very aware of the ins and outs, what I can and cant do. I run adblock and flashblock to save on usage. Also do alot on my tablet since the pages use less. I do not download anything during peak times I always wait to update stuff after midnight and nothing is set on automatic update. I love that I can get these fast speed and enjoy Exede much better then Wildblue. Only issue I have is LNFZ not activating when its suppose to. And this to me is a big problem and on top of that now I cant even check how much is being used since the usage graph is down.
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SonyaA

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OH and when you are paying $90+ a month and only get half of your usage because of their LNFZ issues, you get a bit upset. 
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Joey Cothran

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I have been having the same problem with the LTFZ for almost two years. I have called and complained about it, sent screenshots and even installed a free bandwidth monitoring program that is set to monitor all the computers hooked up to the net and it is never what they say my usage is. Last time I talked with them on this matter they told me the problem was that my computer was not set to the right time zone. I have been working with computers for over 30 years, building, programming, and general usage of them. I think I know what time zone I am in and how to set it. If you could just change your time zone on your computer to get the LNFZ to kick in you could just change your time zone ever 5 hours and get unlimited bandwidth. They are not that stupid and nether am I. While keeping track of the modems time compared to my time the thing jumps all over the place. I can be on Pacific Time one day and Brasilia Time the next. Right now it is 4:25am the speed test shows it as being 2:25 am and the speed has not kicked up till 3am for the last few days. Tonight it hasn't kicked in at all even after a full reboot of the system. Every time I try to use the LNFZ I go over on my bandwidth. Well I am fed up with not getting what I pay for and next month is the last month on my contract. I will be moving into town soon and will not be using there service and I will find another option for the internet and phone for my Dad to use before I leave unless they fix the darn thing permanently. 
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Nancy Ring

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You know, I am beginning to wonder if this is why my data is being used so fast. I have my kids on a new routine. Right now they are in bed sleeping so they can be awake at 3am to get online for unlimited. Yet my data is used up.  After 8 am they don't go on anything anymore. I have had meeting and such needing our precious data (which I hate watching a meter for) I have went into town to our local mcdonalds to use their internet which is through att. I pay double what I paid att for internet. I paid them 29.99 a month for internet with the phone at 19.99 a month. My bill was always 54 and some cents a month for phone and internet. Never had to watch a meter, could do whatever I wanted at anytime, and never had my phone or internet go down when it was cloudy outside.  I pay exede 29.99 a month for phone and 64.99 for internet. That is a whole lot more than 54 something for both. My phone doesn't work half the time. I will be in the middle of talking to someone and it goes out. Just resets itself for no reason.  I can't stay home to do anything I really want with my internet, I have to leave, spend gas money traveling 25 miles to mcdonalds so I can do what is needed for business and to take my online classes. I don't see why I am paying you so much money for this service! It doesn't work for anyone. I shouldn't have to leave my home to do things that are needed when I didn't have to do it with other companies. You really need to fix this. If you have have unlimited free zone times, you can have that ALL the time. 
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ExedeCrystal

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Nancy Ring,

We can review your usage history to see what is consuming your data. If you pay $64.99 for internet, it sounds like you are on the Exede Evolution plan. This plan offers unlimited access to webpages and email. Everything else will count against your monthly allowance of 5 GB. Please not: Embedded items in web pages and email will count toward the 5 GB data allowance. If your are using the internet for online schooling, you may want to consider transitioning to another service plan that will offer a larger amount of data. Also, if your are having problems with your Exede Voice service our Voice Tech team can look into why your adapter is resetting by itself and troubleshoot to get this issue resolved. Please send an email to exedelistens@viasat.com with your account information for further assistance. Thank you.
Exede Crystal
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Nancy Ring

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Embedded items? Is that like the ads that yahoo has flashing? 
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Lake Country Satellite

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Yes.  I do not recommend using Yahoo or any other graphically intense site as your home page.  EVERY TIME you open a new browser window, it will begin to load all of that data again.  I suggest to our customers simply using www.google.com as your homepage.  Then have the Yahoo.com as a bookmark or tab to access that way.

David R Varner is an Elite Dealer for Exede and is a member of the Dealer Advisory Council to ViaSat.  www.lakecountrysat.com



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SonyaA

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I fully agree I was like "what the heck" when I first signed up when I seen all the crap loading on yahoo the homepage Exede wanted me to use. I have google now. I also in firefox set all my extensions to ask me before loading so I know if a site is wanted to use java flash or silverlight

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Exede Kimberly

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SonyaA, it's a very good idea to take those precautions and will be helpful to alot of customers who are having similar issues. We are in the process of revamping alot of our sites so this data page issue should improve. Thanks for posting your suggestions. Exede Kimberly

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