RollOver of unused GB's

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I moved to exede from Hughesnet. I am paying 2 times a s much for exede as I was with hughes.

If a company EXEDE is wanting to develop GOODWILL with the customers they have in hand THEY NEED to consider to offer services that EXEDE what the competitor has!

HughesNet --had FREE tokens for additional GB if you went over the limit and that rolled over it not used.
EXEDE --has nothing other than FREE use zone --hughes has same thing

I have been with exede for 6 months and so far am VERY DISAPPOINTED with the company. 

Like most BIG companies this post will fall on deaf ears! 
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Gregg

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Posted 5 years ago

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Steve Frederick-VS1/Beam314, Champion

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Gregg, you may be paying twice as much for Exede as you were with HughesNet, however I doubt that the two plans were equivalent. Also, HughesNet no longer offers a Free Download zone anymore, they eliminated that recently. 
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Exede Kimberly

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Nothing will fall on deaf ears with us Gregg. If you would like to send me an email to exedelistens@viasat.com, I'd be happy to go over a couple of offers we can extend to you. Thanks.
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Loren Turner

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HughesNet has the following things that exede doesn't at present.

Bandwidth tokens. You were given 1 each month  for free. If you didn't use it, it rolled over and they accumulated for when you DID need them.

Modem tools through a web interface. Being able to log into the modem and see what is actually going on with the network, being able to see if it is the web acceleration that is down, or the modem itself is downloading updates etc in order to make the decision whether or not to even bother tech support.

A downloadable spreadsheet that details every bit of your usage hour by hour. You can log into your account tools and go to usage and actually see exactly what time such and such amount of data was used.

Yes, they did away with the late night free zone, instead you get a late night amount of data equal to your anytime data. and during that time, speeds were blazing fast.

I had hughes for quite a few years, and unless there was a couple of feet of snow on the dish, harsh weather never interfered with it. Snow melters on the dish helped a lot

Speeds were always consistent with their gen4 system, the older systems were not as good because they would over sell their bandwidth and it resulted in less then satisfactory service.

They have only been getting better about customer retention in recent times, but now it would seem viasat has traded places with them in that department and the people you talk to on the phone with viasat customer serivce are lack luster, unwilling to offer any incentives to make you feel less frustrated and used, and uncommunicative when it is a tech support call.

I was hoping exede would out perform hughes, and so far I too have been disappointed...
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Gregg

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You're right , I am EXTREMELY disappointed with this company. I run a business that requires data usage & 25gb is a laugh in todays tech world. I've had to alter my sleep pattern to use the freezone- reminds me of my military days working midshifts!!! I'm considering moving back to hughes better service and the tokens make what was annoying at hughes a lot better than EXEDE. Exede needs to understand how to develop goodwill from existing customers. I got offered $10 off/month - I was paying $70 @ hughes and I pay $148 with exede - in hindsite should have stayed put!!!!
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Loren Turner

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Gregg, this is something they could easily remedy too, Seriously if you control how fast your customers can access the internet you can control how much of the network bandwidth they consume without imposing the download limits the satellite internet companies do. I know this for a fact as I work for a local internet provider in my area who provides wireless line of sight, and cable internet to the customer base. They don't pay for how much they use, just how fast they want to get it. Granted, the fastest package isn't as fast as hughes or exede, or even the mainstream broadband in the big cities, BUT, people are very happy with it. They can stream netflix all day if they want on the premium package, have multiple devices in the house hold connect etc and they only pay one flat rate every month.
The customers even tell me that they would rather it was slower, and unlimited, then super fast but limited in how much you can use.
I think the satellite companies could balance things out without impacting folks too much if they really wanted to, and the customers would be happier with slightly slower but unlimited usage. However data is money these days and the name of the game is the bottom line for share holders.
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coonhnd

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Yeah I would definitely take the slower speeds with unlimited any day
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Jacqueline Tierney

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We had the wireless line of sight service at our prior place and were delighted with it.  We are trying to get connected with a new start up company here that would supply MUCH slower speed but would allow us to stream (and as I've said before I don't really care if it buffers once in awhile at least I can do it) and the LNFZ doesn't help me there at all as live sporting events from schools not normally on tv broadcast, or live stats, or live concerts from college when I can't make it to a program are not things that can be downloaded at night.  Losing the anxiety about worrying about the extreme caps being imposed here would make the internet much more useful to me.  As it is now, I hardly use it at all and am thinking we should have just added a little bandwidth to our Verizon plan and used that until something else comes along.  I agree they COULD come up with different plans that would make customers happy if they wanted to.  
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Loren Turner

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If you do add a little bandwidth to your verizon plan, be aware that data disappears even faster over 4G then it does over viasat lol
Seriously, monitor how you use that very strictly, just 10 minutes a day of high def video will add 10 gigs of usage over 4G don't ask me how I know ... use the usage analyzer tool verizon provides and it will show you exactly how much you can expect to use doing certain tasks.
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Jacqueline Tierney

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Thanks for the interesting comments.  I didn't know that about 4G.  I actually pretty much have quit doing any videos and such because it creates too much anxiety for me about bandwidth so I'm just waiting for an alternate. We will probably just stick with Exede for now since we have the contract.   The start up company has the newer technology that they say doesn't require the exact clean line of sight and they also say they can get up to 16 miles away from the transmitter so we are hopeful if they ever get their road construction issues resolved they will be able to connect us.. If we can't get to the current transmitter closest to us we might even talk to them about kicking some funding into their company for them to add one closer to us, a large area around us really isn't covered.
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Daniel Bonnell

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You are right, its funny if you want more time you have to pay for it, if you don't use all your time it gone. I think roll over would be great to have. Service is ok, but I had a lot better, Cable. If I could only get it back. That almost stopped me from buying the house. I love the house, but hate all this satellite stuff. I want my cable. But right now don't have a choice. I keep checking with the cable company, we are only about a mile from where it ends.
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Steve Frederick-VS1/Beam314, Champion

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Daniel, most of the wireless providers don't roll over any unused minutes, or unused data either. That would be nice, but it doesn't happen, at least with the major providers.

I do wish you luck with your cable provider extending their cable to serve your residence soon. Cable was installed to within one mile of my house back in 1988. TWC promised to extend it a little each year at that time, but to date they have  not added one foot. I call them every year about getting the cable and their answer is that I live where there are not enough houses to make it worth their while. They did however offer to extend it to cover my house, but at a cost estimate of $10,000. This cost would be divided among my neighbors who also agreed to a 2 year contract for cable, but only a few seemed interested, just too much money to lay out to replace the tv satellite service, and only two even had satellite internet. So I will continue to wait and be happy that satellite tv and internet are as good as they are.
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Daniel Bonnell

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Thank you Steve for your feedback. Its always great to hear from others in the same situation that I am in. I really do not have a big issue with satellite, other then the cost and down do to a bird peeing while it goes by the house. The speed is ok for me for doing research and just surfing's. Even though I came for 50 megs of unlimited time to this. If I have a big down load I do it after midnight, where I am going to have speed. There is sometimes I have a time or two that I need a down load during the day and see its going to take me most of the day to down load it at the speed I am on. I go through my time pretty fast due to email. I help others find a place they can call home. Either a purchase of a home or a rental. We did have VOIP phone system, 4 lines and 10 phones to cell phones. Moving out to the country, was to have me animals and open a kennel for abused dogs. So with all I had to give up, it all was for great reasons. We have to watch our pennies, so I have to go with the minimum service that Excede offers and deal with the speed. I try to help both humans and animals as much as I can afford to. So this was a sticker shock, just for internet. So we know we go over our limit every month, but I hear about all these specials from the board, but never nothing from exceed, just letters telling me I am over on my time and I should think about raising my service. That easy tor them to give that suggestion, but not my expense. I would rather know about deals that they have to help me. I am a business also, but my business it to help others. I wish other businesses would also have this intentions. The more great service they give, the more word of mouth that goes out and the more subscribers they would get. The word of mouth they get now is negative and will continue until they decide to help the current customers. But all I can do I is hope that cable is on its way. I do live in the country, back by myself about a fourth a mile from the main road. the main road has about 5 homes around me. So I believe it could be a benefit for the cable company to come down the road a little bit. I don't like to say negative things about a company because we all are out there to make a little money. I would like to see Excede give a little to the customers that is putting a dime in their pocket. I look at it with my service, I will loose a nickel on a customer but gain a quarter with the people they tell.

Thank you for your reply back.

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Steve Frederick-VS1/Beam314, Champion

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Daniel, I do understand how nice it is to have cable. I have it at my lake place, never have any problems, and it is reasonably priced. But I am only there parts of 5 months a year. 

TWC has told me that they require at a minimum of 20 homes per mile to even consider running their cable. Right now we have just 11, so they just won't even consider it.  They were given grants from the Federal and state governments to provide better broadband internet to the rural counties like mine, but all those funds were put into running new fiber for 250 Mb/s service to the two cities and several larger villages, but not extending service to any previously  areas without cable.

I have lived in this house for 42 years, and have no plans to move. I am a country type person, and put up with a few inconveniences.  I am one of many who choose this lifestyle, and love it. 
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LorrieL, Champion

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I just switched from Hughes to Exede about 6 weeks ago...I had hughes for 3 yrs..the old plan and not gen4...the whole thing about rollover free tokens is OLD news...doesn't exist anymore with hughesgen4...and with the old plan I had, yes I had free tokens and my download and upload speeds were 1 mbs/1ms!  which obviously can't compare to Exede speeds at 12/3.  With exede, I am paying the SAME monthly amount...and get those hugely better speeds AND my monthly data allowance is higher than what I had with my slow old hughes plan (the monthly total on my old hughes plan was 7.5 gb vs the 10 gb I get with Exede).  So greg and Lauren I cannot imagine what you 2 are talking about...Lauren you must have the old hughes plan and if you are happy with 1 mbs download, ok, but I sure wasn't...I almost never used a token anyway so I accumulated a bunch of free ones I never used....if you watch your data usage, you don't need tokens whether free or otherwise.  
having just compared exede plans to hughesgen4 plans carefully before I switched, I wonder Greg what you could possibly be talking about when you say you had higher speeds with hughes--I can only imagine that you must have bought a much higher data plan with exede than you had with hughes? You must have signed up for the most expensive hughes plan or you wouldn't be getting higher speeds with hughes. just doesn't add up. as I said I am paying the exact same amount with exede that I paid for the OLD hughes plan and I am getting way higher speeds with Exede....can't get much lower than the 1mbs/1mbs I had with my old hughes plan...and the hughes gen 4 plans asren't higher speeds than exede except for the most expensive gen 4 plan @ $119+ per month...every other hughes plan has LOWER speeds than does Exede...and NO current hughesgen4 plans have any rolloever tokens...just paid ones, like exede...if you buy extra tokens you pay the same amount or maybe slightly lower with hughes..not enough less to matter the way I see it.
http://www.hughesnet.com/?page=Plans-Pricing
http://www.exede.com/internet-packages-pricing/service-availability?zip=24521
also when hughes went to gen4 they stopped having any late night free zone...now they allow you a fixed amount of "bonus bytes" you can use between 2a and 8 am--vs. Exede's late night free zone from 12-5s.  I sure would hate to have to start counting my data usage during the late night hrs as well as during the day.  Please when you start complaining about exede, check your facts first.  I see a lot of time being spent in discussions correcting statements and complaints  that are based on incorrect info.
I get tired of addressing the same stuff over and over, but I get even more tired of hearing complaints based on incorrect info, so I will keep posting....
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Gregg

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Lorrie -- Thank you for your absolutely inaccurate, useless, uninvited trash dribble.

You know absolutely NOTHING about me or my EXACT circumstances with HUGHES. You are not privvy to my old contract or other private info. 

 You sure as hell can't read and that is apparent by some statements you made in your diatribe of useless garbage. 

LET ME BE CLEAR LADY -- I DON'T KNOW YOU, BUT I  DO NOT TAKE KINDLY to being CALLED A LIAR.

So take your rah rah banner of dribble and "I am soo tired of posting CRAP" and PISS OFF!
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Dallas Gay

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Who do you work for' Hughes? Sounds like you get some kind of deal they don't offer the public.
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Old Labs (VS1-329-L12FZ)

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I dunno - a cursory, side by side comparison of current plans and fine print shows Lorrie's pretty much dead on, what was true/false 6 months ago is a moot point, and she's got every right to express her frustration and opinion as you have in your posts.
(Edited)
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Loren Turner

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I DID have hughesNet Gen4. I had it for most of 2 years. Gen4 DOES have the roll over tokens. They DO give you a free token every month that accrues. They lost me as a customer because even though I always paid my bill and paid a 'lease fee' for the equipment, I was still not only going to be charged for a tech coming out to fix my service, but they couldn't get to it for 3 or 4 days etc. I work from home so this of course was unacceptable. I used 4G through verizon for a month to see if that would work ok, and not be too expensive. The problem with 4G is that it is so fast and smooth you can gobble up data without realizing it. I realized that to keep up with just normal use in this household, I would have to buy the 16 GB per month for my phone plan, and this would cost me about as much as the phone plan with 1gb on it, and a satellite internet service combined.
SO, I decided to give exede a chance. They have the late night free zone right? speeds are comparable right? supposedly their plans are less expensive right?

uhm yeah well not so much. Speeds are ok most of the time, but not comparable to Hughes Gen4 during west coast prime time. The service 'blips' if a bird flies by and pees as Gregg has stated and I can verify.
Customer service on the phone side is terrible, they really need to train their people better. I have no issues with response from the web based exedelistens@viasat.com, at least they want to try to make things better.

I am not saying the service is terrible, I am just saying that it has a lot of room for improvement.
Their customer care phone reps need a LOT of training in 'how can I help you feel better about paying for substandard service'
I myself am a customer service rep for the company I work for and it really is down to training. I don't want to talk to someone who sounds disinterested in keeping me as a customer. I don't want to deal with a company that gives me the feeling that "well, we got your 500$ regardless of if you stay with us or not so F* off if your not happy" and that is exactly the feeling I get when I talk to customer service on the phone.

If I do terminate this service this winter because it cannot stay up if 3 drops of rain fall, I WILL be filing a complaint with the BBB and I will NOT be paying the early termination fee, if I have to take them to court over it.

I do not work for hughes, I just have had both satellite internet providers since they first started up, at different times, I have had hughes back when you had to have a phone line for the uplink and the satellite was just for the downlink. I had wildblue when they first started. I have had 10 years experience with both services, Viasat needs to step up their game...

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