Software Change

  • 7
  • Problem
  • Updated 1 year ago
  • Acknowledged
  • (Edited)
Simply put, the recent software change that actively restricts certain types of data previously only bandwidth-limited is a clear violation of the contract I signed.  Trying to get through, much less have a productive conversation with technical support only makes things worse.  They only try to sell you more data and will not engage in any conversation about shoddy or non-existent service.  Waiting DAYS just for a request for support only to be told after two days that someone will respond within another day?  Really?  Or leaving you in a phone queue for 40 minutes only to tell me that it's my fault for being in data restriction when CLEARLY the terms of service have been changed?  Unable to complete a CS chat because my internet connection keeps on dropping?  Unable to download any email now for two days, unable to do any online banking at the end of the month, completely unable to download any files, even those as small as a few MB?  

Exede knows they are "the only game in town" for some rural users and they seem perfectly willing to exploit that relationship without any care for the customer experience.  It seems they are willing to have a high customer "breakage" policy, as there are plenty more customers hostage to a data connection they can exploit.

One can only surmise that Exede operates with *intent* to infuriate and rip off customers, as there can be no other explanation for such awful customer experience, service and support.

This is just evil.  Plain and simple.  Worst data provider I've ever had in the history of the internet.  Period.  Scumbags.

And that's the polite version.
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tim august

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Posted 1 year ago

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ggg rt

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I agree with your experience although mine is worse
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Diane Dail

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can i get an amen
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Diane Dail

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i think its awesome that Gwalk900,champion is so helpful,thank u so much and keep up the great work u do,god bless
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Gwalk900, Champion

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Diane,
You are more than welcome. Now all you have to do is learn how to track your data (or not run out n the first place) and then you would have an argument that more to it than quesswork which is what you have so far.
Anyone can complain. Without supporting data its just another opinion.
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Gwalk900, Champion

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So Tim I have to ask, are you tracking your rate of data usage and "pacing" yourself?

What steps have you taken to see what programs and processes across all devices on your Network are connecting too? How much data each is using?

There are ways to see in detail what is using your data and to plug the leaks of such things as ads, auto-start video clips and HTML5 "pre-fetch" among many other things.



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mica-m

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I just got off of chat with them - they are blocking mail.aol.com outright and that's my mom's only email address. They finally admitted their network routing process has changed recently.

There's no way this should fit their restriction levels, especially when email is guaranteed in the contract. 
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Rosalee Marie McClure

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Exede is all we can get out here in the country.  Seven days into the month and all our usage is used up!  The usage meter was stuck and never rolled over at the end of the period two months ago. Last month it rolled back to zero and never moved for a week. This month it rolled back to zero, but we used it all in a week????  The stupid usage meter is not working correctly, and there is nothing we can do except pay for nothing.  I agree this is a big rip-off! they have a monopoly in my area and are getting rich off of the ones who have no other choice for internet service!
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Mr.Anderson

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champion, you sound just like the broken record agents I speak with.  It has nothing to do with data usage.  The Evolution plan's whole pitch had to deal with being able to browse unlimited websites.  Who cares if the videos do not play, it only has to deal with the website itself.  Exede is downright blocking some websites, but then other websites that use the same flash, java, htlm5 or whatever work without an issue. 
So, even if the data were to be used up in 1 day, the browsing should not be affected.


This data crap is crazy too, I sat and watched through the svt website or whatever it is called to watch the data usage after they added 1gb to my account.  It disappeared in less than a few hours, but my data meter on my computer barely made it above 100mb downloaded. Where the hell did it go? My data is leaking... but not from my computer.
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Diana, Viasat Employee

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Hi Tim,  I am sorry you feel that way.  Here is an article that explains the Evolution Plan.

http://help.exede.net/articles/General/What-you-need-to-know-about-the-Exede-Evolution-plan

Some web pages contain elements that will count toward your data allowance — with embedded videos being the most common one you should consider. You can certainly watch some online video with the Evolution plan, but keep in mind that if you’re streaming video or music or downloading files within a web page, it will count toward your allowance.

If you have any additional questions, please send an email to exedelistens@viasat.com with your account information.
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Jonathan Farmer

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Its not just you. They are ripping everyone off in the evolution plan. Changed everything without a simple notice. We also have another one open for anyone wanting to see the issues others are having. Diana shoots the same responses to everyones complaints. Clearly scripted. Also per their site she keeps throwing out it says website with video and audio embedded should still work unrestricted but with the video and audio not loading. She always convineniently leaves that out. Definitely a breach. Here is the other page: https://community.exede.com/exede/top...
(Edited)
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Bruce Batty

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This is also a topic on another forum https://www.wildblueworld.com/forum/s...

I have posted there and suggested that those people refer to the thread here with the link posted above by Jonathan. We need to all be singing the same song when contacting Exede.... "This change is unacceptable and is in violation of your terms of service which reads as follows...."
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DBell

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I always get my comments blocked! What has changed? Is that why my data is running out now?
Thanks
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tim august

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GWALK900 - I've been an Exede customer since 2009. I know how to use the service. I know all the "tricks" to limit my use, and use them all.

But in conversation with technical service yesterday I was told that in fact the software HAS BEEN CHANGED and that it is introducing "problems" for "some Evolution users."

The fact is I can't get any IMAP/SSL email. I can't make a secure connection for banking. I can't download files of ANY size at ANY speed, which means I can't even download audio podcasts to listen to offline.

All of the above are completely at odds with the terms of the Evolution plan that guarantees.

"Here are just a few examples of what you’ll be able to do with unlimited access to web pages and email:
Check your Facebook, Twitter, or Google+ news feed
Manage your bank account or stock portfolio
Read news and magazine articles and pictorials
Write a blog article, post comments, and engage in forums
Buy and sell on your favorite online stores."

I can do NONE of those things. Now, you want to lecture me some more on bandwidth and data restriction?
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Gwalk900, Champion

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 "you want to lecture me some more on bandwidth and data restriction?"

Lecture? No, not at all.

Troubleshooting is a linear process that begins "local" and works outward. No company is going to respond to an issue by starting at the Network end and going backwards towards the user end.

 

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Dexter Lumen

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Yep they've started outright blocking sites when you're out of data to get you to pay them more.
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Deathgod, Champion

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I did a simple easy to follow video showing some basic steps users on Limited Data Plans can use  to keep from going over their monthly data caps. You will need to be using a wireless connection for the Metered Connection Setting. Hopefully this will help fellow Exede/Wildblue Customers with better data management. Please, watch if you have been having data overages and want to see how to better manage usage: https://youtu.be/n6SIJXEPMqY maybe this will help you keep from going over your data limit so quickly.
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Dexter Lumen

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Some of us can't afford to pay their exorbitant prices for their higher data plans so we just use the data then live with the slower speeds, but now they've started actively blocking sites from functioning even on slower speeds. Forcing your customers to pay more or not have internet is not good business practice.
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inthe80s

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Yeah, I ran into this problem recently. Though, our family is on the Classic Plan with Free Zone (12 am to 5 am) not Evolution or Liberty and always go over the data cap. So, we know that our speed will drop to a crawl. Within the past few days it has been impacted by this.


I first noticed I couldn't access imdb.com, then when I tried Google Images, I could only get two rows of images to display. The rest of the image results don't appear but they used to load slowly and I could see them. At times I will get the "Dear Satellite Internet User" notification that we have used up our monthly allowance. No, I don't want to purchase any additional data or upgrade the plan. I just want access to the websites like I was able to before. I've tried the other websites (foxnews.com, nytimes.com, etc) that others have mentioned and I can't view those either. I cannot update my anti-virus definitions like I used to even when we exceeded the data cap, that was not a problem.


Also, last night (or early morning rather) during the Free Zone, I could not do anything better than during the day. Same websites blocked, couldn't update anti-virus definitions (trying to put my computer at risk, Excede?). I've unpluggled the modem, router, flushed the DNS table on my computer, shut the computer off, yet, still nothing improved.


IMDb





Google Images


(Edited)
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Brad, Viasat Employee

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Just as a point of clarification for everyone. 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. 
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SwiftScott

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What this guy is really trying to say:

"ATTENTION FOUL PEASANTS! We, your internet overlords, have realized that we have not been cheating you correctly for sometime. Therefore, we have updated our system to make sure you are receiving the correct amount of cheating. We feel that this change is good for us and as such you should be fine with it also. Now go about your business checking email (unless it is aol) and looking at funny cat pictures. For the whiners.........SHUT UP AND SEND US YOUR MONEY!!" 
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Dexter Lumen

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if you've gone over your data you may have trouble visiting such sites as youtube, Facebook video and so on.

I keep hearing the words "restricted" and "you may experience trouble" but what you are really doing is just blocking the site so it can't be reached.
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DBell

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What? If I have difficulty viewing Facebook that IS going to be a deal breaker! I don't play games on this I do not stream videos. FB is a Web page and that should work. I have notice sometimes it times out loading and no I don't automatically see videos on there either.
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Pipe Pistoleer

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As a software developer and former network engineer I would LOVE to hear the science behind the Exede software that distinguishes between streaming media and web browsing. I'm guessing it would be a very enlightening read. Do you guys inspect incoming protocols or just filter URLs for CDNs? Do you account for the fact that HTTP streaming and adaptive streaming are more prevalent and utilize HTTP (there's RSTP/RTMP but doubt big providers are using that, but who knows). That might be why you are preventing customers from reaching certain websites. I'm not a digital media buff, but this software sounds a bit hokey, and believe me, it wouldn't be the first hokey algorithm I've seen.
(Edited)
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JGInTheHills

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Brad I have seen this same, or very similar, blurb from several Exede employees. Is it possible that you are now metering far too much? Like several long time uses I have systems and techniques to imit my data consumption and for the past couple years rarely go over 5GB. With this update to your software I am using .5GB a day!!! 

Is there a white paper, forum post, blog or web page that defines what you are now metering and how we can mitigate this 'new' usage? 
(Edited)
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airuno2l

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I knowingly go over my data limit within a couple of days of the beginning of each cycle. I'm fine with my data throughput being restricted. But I need slow access to all websites or the service isn't useful! When I signed the contract that was the agreement - I would have access to everything but it would be slowed if I was over my limit, not BLOCKED! I'd rather everything be slow than some things be completely blocked.
(Edited)
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Dexter Lumen

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The thing is if you talk to support they still pretend like it's just restricted or reduced and will avoid saying the word "blocked" at all costs.
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ggg rt

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If this happens to me I am contacting legal advice
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BRKnox

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So you close the other thread and mark it as SOLVED... this issue is NOT SOLVED. Unbelievable. You are not even giving us a time frame as to when we can expect this issue to be fixed?

Again I say, why worry about it now when it's been this way for years... you got a brand new satellite that is going to be launched soon and as stated by you guys will be a complete new technology with a lot more data. As people switch over to the new technology, more data should be freed up on the old satellite. Why not just keep things as they were when this is all about to change in a few months anyway? Outright blocking anything in this day in age when this internet is so heavily relied on for the most basic of task is a bad practice for any ISP. I can understand the restricted speed when under DAP, this will force most people to wait until the free zone for large downloads, but outright blocking is ridiculous.
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Dexter Lumen

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I have a feeling they really oversold their capacity on purpose so when the new satellite becomes operable it will relieve the strain on the current ones.
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Kyle Peel

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Add me to the list. Recently my evolution plan just stops when data cap is reached. It doesn't slow down, it just stops... This has never been the case. I'm OK with being throttled but my basic functions do not even work! Exede seems to only respond with "buy additional data"... What are our options?