Trouble with free zone

  • 1
  • Problem
  • Updated 3 years ago
  • In Progress
  • (Edited)
Not going to file a third ticket this month. You keep closing the case without allowing me to respond. Third time this month you have not honored the free zone.

I have already provided you with the specific data tracking that shows our usage in the midnight to 5 a.m. zone for new iphone download and apps, Win 10 update, and now Amazon Prime viewing overnight from 3-4:30 a.m.

You have billed me for 15 gigs of use. I am now capped and restricted with two weeks to go in my billing period and yet have only used about 12 gigs during billable time.

You offered a 5 gig credit, but I explained why this did not resolve the matter. I can document more than 15 gigs of use during the free zone. Please credit my account.

Do not ask me to file a third ticket because you did not resolve the same issue and documentation with the two other tickets and close the case so I cannot have a conversation.

Left with no choice but to do this publicly so other customers see the free zone violations.
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Roger A Snell

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Posted 3 years ago

  • 1
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Diana, Viasat Employee

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Hi Roger, You are a valued customer and we are committed to explore all options about your late night free zone. In order to assist you, please send your account and contact information to exedelistens@viasat.com. We want to make sure we are reviewing the correct account. We want to resolve this issue for you.
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Roger A Snell

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Email sent as instructed two days ago -- for third time. No reply. Not resolved. Service is now used up with 9 days to go and we're now up to 14 gigs that were used in the free zone and billed or charged as data usage. This is rotten. $140 for a service that shuts me off with 9 days to go and is absolutely not honoring the free zone. Three tickets unresolved and now no reply in two days without service. Why are you not able to see usage from midnight to 5 a.m.?
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SonyaA

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its because you are still on the LNFZ package I am running out at the same rate you stated always pretty well about 2 weeks until end of my billing month. I think they are trying to get us that have the LNFZ to switch to the other plans. They are even calling me about switching to the other planĀ  like I told them I have to have it to beta test a security camera set up I have. Its set to run from 1am until 5am and does use usage. I to stopped asking about it since its so time consuming to go through the same thing they tell you everytime.I was also given a waver on my lease fee for renewing my contract when I switched packages some time ago. I am out of contract now and they started charging me the lease fee which makes it more expensive then the HugheNet package I can get for 50GB / 50GB package and that also has the same thing Exede does when you go over speeds of 1gb to 5gb. Just waiting for better weather and if Exede keeps this up I am calling the installer and switching.