Upset about Plan Availability

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  • Updated 4 years ago
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  • (Edited)
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I asked a lot of questions before signing up and found out after I was lied to.

1. I asked what happens if I exceed my data usage for the month.

A. If you watch movies on websites like Netfix's and are over your monthly data allowance videos may buffer one or twice while watching them. You can pause the video for  a few minutes and it will correct the problem. But overall you will not even notice the difference.

( After I hit my limit videos will not run and some websites like POGO, youtube, facebook will not even work. I was given 3gb extra to help get me through the month. Now that I am at 12.1 gb connection slowed to a crawl again. I called and customer service says I am at 14.2gb even though it shows 12.1gb on Exede own site) 

2. Can I upgrade later if we start using Skype and Netflix more ?

A. Yes for $10. a month more you can get the unlimited plan and will not have to worry about your data usage.

Why dont I will just signup for the unlimited plan now ?

A. Wait and see if you use the data with your exede 12 plan there is no sense in paying the extra $10 per month if you are not even going to use the 10gb. Plus you have between 12:00 am and 5:00am that will not count against your data usage. 

( I called today to upgrade and was told there is no unlimited plan that I can upgrade to for $10. )

I am so pissed off I hung up on the damn customer service......


 

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Dan D

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Posted 5 years ago

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Kaotic Technologies

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I am very sorry. I totaly understand. Not every one has a good moral compass, and it hurts the customers the most. Properly explained exede is a great service as long as you arm the customer with the knowledge to make a informed decision. sorry biss
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Diana, Viasat Employee

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Hi Dan, I understand this must be very frustrating, especially having incorrect information given Please send me an email
to exedelistens@viasat.com with your account and
contact information. Please reference this post in your email. I would like to
review your account and the plans that are available to you.  Thank you.  Exede Diana
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Bobbie Blackman

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I have proof my data was used before 5am and after midnight so ya know this free zone isn't so free.
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Exede Beau

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Bobbie, send us your screenshots at exedelistens@viasat.com with your account information. That sort of evidence would be very helpful.
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Bobbie Blackman

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Let me get a few nights together, It's looks like my late sight starts later, I have learned to screen shoot everything it seems to help figure this complicated system out.
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Knight Rider

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The free zone is free and if you remember a few weeks back Chris was on here and commented about the free zone. He said they design it to work flawlessly with the internal clock on the modem/ time zone you're in. So if you are being charged for data during the free zone and the modem is not flipping over to free zone settings he considers that a failure on their part as exede engineers. That is the reason the is no clock telling you a time till the free zone starts because it is suppose to be seamless in the background. That being said I think he said they are going to look in to it and make sure that the programing is working like it is suppose to and make any fixes that are necessary but it's going to take time
(Edited)
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david, Champion

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It's still been three years and we don't have a LNFZ indicator or a useful data meter. This is from someone who likes Exede, but some things need fixed.
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Exede Beau

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David, we're hard at work on an improved usage meter. We hear you. Also, I'm not sure if you saw the response from Exede Chris previously, but he did respond to your discussion about a LNFZ indicator.
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Susan B

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Knight, It would be nice if you verified some of the advice you give before passing it along as fact. Other than that you are filling a big void here and help tremendously almost by yourself. Job well done by the exede employees.
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Knight Rider

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Susan,

What did I say that was bad advice or that wasn't fact?  I do appreciate the kind words Susan, I do try to help with what knowledge I have from using satellite service for many many many years now.  If it were not for this type of internet service I would be on dial-up still or have to pay the many many many thousands that the cable company want to run 1900 feet of cable up my driveway to my house. :(  If I could figure out a way of getting it with out me have to pay that many many thousands I would but for now I will stick with what I have.

NR
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Exede Beau

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Just to clarify Susan, Knight Rider was referring to what was said by an Exede employee. It was all factual, from this post: https://community.exede.com/exede/topics/liberty-plan-warning?topic-reply-list[settings][filter_by]=...

Hope that helps.
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Bobbie Blackman

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Well I think screenshots of usage during the free zone should prove that to be a false statement. Facts are Facts. Now anything else you have to say kr will be your argument not mine. I'm just stating the facts. I'm happy with exede and will be happier when they reimburse me.
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Knight Rider

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You miss understand I'm not defending them nor complaining just saying that Chris said it is suppose to be flawless and if you do have screen shots of stuff you uploaded during the free zone and they see it show up at a different time then like he said it is a failure on their part and they want it fix as much as you do. You don't think their bosses see all these complaints and don't get on them to figure out what's going on.
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david, Champion

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The thought that we need to take screenshots when we do something to prove our point in case it doesn't work right is ludicrous.
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Tommy Fortune

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I was told if you are using the net and run into the free zone your data still ticks away. You basically have to reset your modem and stop all traffic for the free zone to kick in. I was also told it works the other way also and as long as the traffic doesn't stop you can run past the free zone and it still be free. Oh well I figured out a way to use a VPN and get 10x faster speeds with unlimited data on my cell phone, but I live close to the tower
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Bobbie Blackman

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I checked mine at 12;25 am @ 3;48 am it had used .7 gigs. They can say what they want something is off.
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Susan B

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Bobbie  you to need to chill. Spend some time up in the bleachers with the rest of the expert Champions. You don't see them down here showboating. They will just set back until the weather clears. I'm sure you can prove what you are saying but doubt if anyone cares. Take a break. It looks to me like you're just stepping on toes whether you mean to or not. This place has changed. It's all about sending the problems to the reps not passing your time. Take care and step lightly My Friend.
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Exede Beau

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Susan, I hope you feel you can still pass the time here! We hop in to offer help when someone is reporting a problem, which is mostly what is posted here, but that's not all that needs to happen here. I think this is a great community and we all hope to foster interesting and fun discussions here.
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Susan B

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Thank you Beau but this is a help board. Granted at one time it was a help board and a lot of fun to be on. I learned a lot here. Time changes things and this is no different. Theres still lot's of good people that helped daily setting in the stands. All looking like grumpy cat. :) But it was time after we all realised that no matter how we tried we were the ones going to take the heat. It might cool off in time. Until then exede customers can still have their problems solved here and have a alternative to the phone service. That's the important thing. As far as a good time the censorship won't let that happen. Alex has some good employees and a help board that's the important point. Time to go Have a nice day.
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Virgil Teffeteller

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Me myself thinks they need to be a few toes stepped on.I do not enjoy spending my hard earned cash to buy more data when it is not my fault.I agree with Bobbie something needs to be done.Their out to make money I am sure they care about all this extra money they are making 
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Exede Beau

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Virgil, if there is a problem we want to fix it. This is not a positive experience for anyone, I assure you. If you feel like your account has data being reported incorrectly we want to hear about it. Send me an email at exedelistens@viasat.com. If you've already worked with customer service, I understand, but would still like to work on it at this level and follow it through to a resolution.
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Teresa

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Same thing happened to me when I tried to upgrade during my promotional period. Customer service wouldn't let me until the promo was over.....well promo ends this month and the freedom plan is no longer available. Now it's 30 gb of data for $149 instead of 150 Gb for $110. And I still have 18 months left on my 2 year contract. Their excuse is the beam is no longer available in my area except that my neighbor gets to keep his freedom plan because he wasn't on the promo. So...the beam is available in my area....excede is just ripping people off.

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