Trouble with Evolution Plan

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  • Problem
  • Updated 2 years ago
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  • (Edited)
So I have been working from home for over two years. The website and portals that I have used for the past two years have not changed. 
I've noticed many changes and differences in my account with Exede (Evolution Plan) over the last 4 months. For two years we hardly ever went over our monthly data allowance, until recently when everything has changed.
So now the data allowance is used up in about the first ten days of each month. This is not that big a deal to me, except that I WORK FROM HOME. I don't care what speeds the access to the internet are. But I am being BLOCKED from the pages that I need to access to do my work. My PLAN states that "if you have the Exede Evolution Plan, you will continue to have access to web pages and email at the regular speed."

I don't need any access to video. I don't need any access to more data. I just need access to regular old webpages. Nothing special. Just the same stuff I've been doing for over two years with hardly any problems.

Again, I don't care what speeds my access is to the webpages. But I need access. 
Please stop blocking my access to my work!
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Jeff Buller

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  • FRUSTRATED, ANGRY, TIRED

Posted 2 years ago

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Brad, Viasat Employee

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Hi Jeff
We recently had a update to our system that affected Evolution plans. Over the years, content providers changed their delivery methods which made it difficult to to distinguish streaming when reporting usage.  For some customers prior to this upgrade our software incorrectly distinguished streaming media as web browsing. This update now better distinguishes it and if you've gone over your data you may have trouble visiting such sites as youtube, Facebook video and so on.  Right now it seems anything with streaming media isn't displaying once you've gone over your data. We are looking into why some sites that do not have blatant media files (like YouTube) aren't displaying.

Currently we are seeing that if data is added (either free by a phone agent or doing something like our EasyChat) it's restoring access now. Please call us at 855-463-9333 if you have more questions
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BRKnox

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@Brad that is fine. But you are still not 1. telling us why we were NOT notified of this change that has had large impacts on your consumers and 2. when we can expect this issue to be fixed. I appreciate that calling in can get you free data, but that does not solve this issue when one runs out of that extra data and they are in the same spot again. You are also the ONLY Exede staff member that is formally recognizing that this is an issue and it took forever for someone to acknowledge it without trying to sell us more data.

You could have least contacted those impacted and let them know this issue is being worked on and keep them updated on when said issue will be fixed or at the very least some kind of update on the Exede site. It has already been over a week now. You do realize people's jobs and school work are now being impacted by this change right? You can see why people are so upset?

I think many of us just want better communication on this issue... thank you.
(Edited)
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Brad, Viasat Employee

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Merely the messenger BRKnox. Believe me, I fully understand how and why people are upset about this. Communication probably would have been a area of opportunity about this changeover and we are taking your posts as feedback on this. The responses and feedback we're getting on this is being seen by the highest levels in the company. I assure you that this is not falling on deaf ears by any means.

Obviously this probably created a MUCH larger impact than I think our teams that implemented the correction expected as evidenced by this forum and our growing email backlog (for those that emailed it's taking longer than our 24 hour response time, but we are chipping away at them). I've been more than happy to hook those up that contacted me with a little extra data, admittedly it's a band-aid of a resolution but it's literally the only thing I can offer outside of suggesting a plan that isn't impacted until the issue of sites not loading is resolved. I haven't seen an update on that, but it's being investigated and hopefully we'll see resolution sooner than later.

 In the meantime for those on Evolution plans, I would urge those not over their limit to be mindful of the content on the pages they visit to try to avoid having the same frustration as those on here that has surpassed the data limit. Things like immediately hitting pause on a news site to avoid videos playing (nearly every news site has a video about the article you're reading about...super annoying trend). Adding something like Adblock can assist with ads from playing. So things like that can help as well. 
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TheCatWillStrike

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Can't you test your own updates before implementing the updating? Like see how sites work under DAP first? Obviously Exede doesn't do that.
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Jeff Buller

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Hey Exede Brad, 

I appreciate your reply. 

As already stated numerous times, this 'correction' is impacting our lives in very negative ways. I know you feel our frustration now.
Luckily almost 80% of my son's online school work still works under this 'correction' so he can at least do some of his school work at home.

I've already been down the 'more data' route and that is an extremely temporary band aid that is really unhelpful to the real problem. 

      I am a long-time customer and have had no disappointments from our exede service until recently. 

Would I recommend Exede (or any satellite internet provider) to my friends? absolutely not

Would I appreciate Exede (and other satellite internet providers) making their service better? Absolutely

The problem that I am seeing is that instead of Exede working to make their service better, more affordable and usable for their customers, they seem to be working to find new ways of ripping their customers off; by providing less for more money. 
From what I've seen the "new" plans are even worse and way more expensive than the contract that I had been locked in for two years.

Let me offer some suggestions for how Exede could make loyal customers. 

1) NO CONTRACT - Get rid of the fees for cancellation. Consumers are getting tired of companies chaining them into slavery with these contracts

2) DATA - Your current Data limits are impossible. Even the 150 Gig plan ignores today's web active lifestyle, and many of your customers on your "best" plan are going over their DATA LIMIT. This is 2017, surely you can provide a service that at least rivals dial up. 

3) SHOW CONCERN FOR CUSTOMERS - It would be great if customers would be informed ahead of time that changes are going to occur. And then when we call in frustrated, customer service should actually know what was happening with those changes. 
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Brad, Viasat Employee

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By some reports now some of those sites that weren't displaying are displaying now (although there still may be aspects and sites still not working, it's being looked at) but the aspects like video or media aren't which is exactly as the Evolution plan was designed to work. 

Keep in mind that the only plan that saw this was Evolution. Our Liberty and Freedom plans did not see any effect. I'm not sure if it'll be a better fit but those options exist and they don't affect your agreement.

As for your suggestions some of that is being addressed with the launch of ViaSat 2 in March/April. We plan to release more robust data plans after that which will be designed to work with today's internet expectations. DSL and Cable has somewhat unfairly raised the bar on internet expectations and satellite internet had to do an uphill battle to get to that level. As I'm sure you know, to improve or expand our capabilities and service it requires a mult-million dollar satellite launch. Those unfortunately require a lot of time and money so it's not as quick as DSL or Cable can expand. But I think in a few months we'll be able to reveal some of the new and exciting plans. Pricing and everything is still being determined but from what we were able to see I think it will make a lot of long time loyal customers (and some of our vocal upset customers) quite happy.

Contracts are largely due to the high cost to get someone set up with service. A lot of satellite based service (DISH, DirecTV, Internet) is a very expensive installation by comparison to a cable wire that screws into a wall and a switch is toggled on. So that's why agreements are typically involved. We may eventually see some options that may not require that but as of now all service requires an initial agreement. 
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BRKnox

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Apparently some people on classic plans are claiming to have the same issues... just saying. Liberty is of no use for me personally because I do a lot of downloading during free zone and Freedom is not available (would move to Freedom if it was).

Also sites I normally go to are all still blocked at this time... redbox, foxnews, imdb, etc.
(Edited)
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Jeff Buller

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BRKnox,

Do the FREEDOM plans have a free zone? 

Do the Freedom plans continue to work even after going over their data cap?

I would probably move to a plan that still had a free zone and would just SLOW down after reaching the data cap.
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Jeff Buller

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Nope. No Free Zone for Freedom Plans...

"Per the Bandwidth Usage Policy at www.exede.com/legal, customers who do use greater than 150 GB of data during their monthly billing period will experience reduced speeds until the end of their monthly billing period, and may be contacted and asked to reduce their monthly usage below 150 GB or transition to another service plan. If a customer does neither, we may terminate service."

Q: Do I get the Free Zone if I’m on the Freedom plan?

A: No, you don’t need it. If you have the Freedom Plan, you get  an incredible 150 GB of data that you can use  all hours of the day and night. That means you don’t need to wait until the wee hours to download movies, music and other big files. For more details, please see the Bandwidth Usage Policythat applies to the Freedom plan

Not switching to that plan. Exede will have to do better than that.

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Jeff Buller

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By the way, since going over this month's data limit... I've been blocked from www.tvguide/listings
There are no videos (that I'm aware of because I have all kinds of blocking extensions on my web browsers) on this page. Why is it next to impossible to get to tvguide???

That is just one of the pages that I've found inaccessible since going over the data limit.  
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Bruce Batty

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Thanks....the link provided by Buller didn't work for me even though I am not DAP'd right now so i thought it might have been because of an error in his link
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Mr.Anderson

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Exede is maybe trying to fix the issue.  I am able to pull up the foxnews.com site, but then I am unable to open any of the links. NBC does eventually open but it is moving very very slow. Some of the pictures only loaded half way and the others did not load at all.
So it is for the moment no longer saying waiting, looking, waiting looking, waiting looking, over and over  in the bottom corner of the browser.  My connection speed is fine too, right around the 12meg I am supposed to be getting.
The TVguide site is sorta loading too, except everything is in text, and has been "loading" for almost 5 minutes.

So, I will take this as good news for now, but it is still nowhere near what it should be.
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biskitryder.sr

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And here I thought it was somehow just me or my iPads & iMac. Everything seemed to go to sh** all of a sudden. Wife's iPad wouldn't load pages, neither could access YouTube videos, Facebook connection problems (not video) and then got the notification I was in Data Restriction (never been there in 3yrs). Believe it or not Apple replaced her iPad because they couldn't figure out WTF was happening with it during a screen share chat session! Tired of having to run to Starbucks or any number of other wifi access spots to get connected. Definitely pissed me off........and since I'm on a month to month contract it started me to looking. Sorry Excede, there are others out there with comparable pricing, speed and UNLIMITED data. The only reason I found this thread and explanation was looking through the Excede site to check the particulars of my Liberty Plan....but having found other options and not really liking all the answers other posters have received, I'm shortly to become a former Excede customer.
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GabeU, Champion

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Sorry Excede, there are others out there with comparable pricing, speed and UNLIMITED data. 
Unlimited data on a satellite based system is an impossibility.  The throughput is GREATLY restricted compared to a ground based system.  Think a 20 lane divided highway vs a two lane, unpaved country road.  

Satellite internet is also both the most costly to put in place and the most costly to run.  
 
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biskitryder.sr

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Sorry, didn't think I said other satellite. With time and technology comes other options. I literally live on a unpaved country road, but the "20 lane divided highway" gets ever closer. Pays to look at the map.