No Free Zone on Freedom Plan?

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Just a word of advice for the Exede people.. I just had Exede installed yesterday and was told on the phone when I signed up that I would get a free zone..where I can have unlimited usage. Even the installer told me that. Now I come to find out that because I am on Freedom I get NO free zone. You might wanna tell your sales people that lying to people in order to sell your product is never a good idea. That is already ONE strike with this new customer.
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Dawn Haggard

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Posted 3 years ago

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Brad, Viasat Employee

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hello Dawn. The Free Zone is reserved for some of our classic plans that only allow 10 -25 GB monthly and a hard data cap once that limit is reached. The Freedom plan you're on now gives you 150GB of data monthly and then reduced speed once this data limit has been reached (but still able to browse making it a "soft cap"). We believe most customers won't even come close to reaching this limit monthly. The Freedom plan is extremely limited to a very select and small area.

 You're definitely on the best package Exede can possibly offer our customers. With a data limit of that size you really wouldn't need a free zone. In fact as packages such as Liberty packages (also with a soft data cap and no Late Night Free Zone) becoming more readily available and hopefully with ViaSat 2's launch next summer we'll see packages like Freedom and Liberty becoming the norm; the Late Night Free Zone largely probably transition to become a thing of the past as time goes on. You're certainly on the beneficial side of this situation.

For more info on the Freedom Plan you can visit our Freedom Plan FAQ here: http://www.exede.com/freedom/
(Edited)
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Dawn Haggard

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I have NO complaints about the amount of data I have..I also know that living where I am you guys are basically my only choice. I just have a problem with being lied to or 'misled'. That was the point of my posting. Thanks though!
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Brad, Viasat Employee

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Well obviously we don't want to mislead any of our customers. The Freedom and Liberty plans are still pretty conceptually new as they launched mid-summer (and became widely available this week) so it could have possibly been whomever you spoke to being in "automatic mode" and pitching the Late Night Free Zone out of habit. I'm certainly not defending them or brushing it off because we want to be consistent and truthful to our customers. I'm sorry you were misled, but again this is one of those rare scenarios where even with being misled you still came out with the much more beneficial end of the deal. With the exception of the misinformation, we hope that you enjoy your service with us and are glad that you chose Exede as your internet provider. Feel free to contact us if you ever need any help with our services or further questions. 
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Marilyn Floyd Chapman

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Your company sucks. I was not told that there was no free zone. for three months I kept using all 150 gb well before my month was up. I called and asked what the problem was still no one told me there was no free zone. I would never have upgraded to this package had I known.  also would have stopped streaming video had someone took the time to tell me this. I unfortunately found out at 3:00 am central after once again running out of data during what I had believed all along was a free data zone.  So I said put me back in my old plan and was told that was a grandfather plan and is no longer available. So I asked for a plan that has the free zone and was told there are no longer free zone data packages in my area. so I just want to say thanks for screwing me over the last three to four months. YOUR COMPANY SUCKS!!
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Marilyn Floyd Chapman

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you have got to be kidding me JUST TELL YOUR CUSTOMERS THERE IS NOT FREE ZONE AND THEY WILL NOT LIVE STREAM VIDEO'S DURING WHAT THEY THINK IS A FREE DATA ZONE!!!!!!!!! UNBELIEVALBLE.
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Brad, Viasat Employee

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Hi Marilyn,

Keep in mind that the Freedom plan is 100 times more data than the Liberty 50 plan, 6 times more data than our 25GB plan and 12 times the data on our most used and introductory plan. By a long shot the Freedom plan is much more data than the majority of our customers are able to use right now and is at an allowance that many customers do not reach. You can at any time buy additional data if you reach your limit.
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Kay Doggett

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False advertising from change my plan:
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Steve Frederick, Champion

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Kay, why do you say that?
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Kay Doggett

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They would not honor the Free Zone which is obviously in this screen capture from change my plan in my exede. I called customer service and they would still not honor the Free Zone offer. If it is wrong, they need to correct their website. 
(Edited)
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Steve Frederick, Champion

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This did not show up on my Dashboard yesterday at 1 PM EDT when it was first listed, and does not show up even now. Did your request for upgrade get accepted when you selected the "Accept" button, or did you get the message that the plan was not available?
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Diana, Viasat Employee

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Hi Kay,  This is what is on your MyExede page for the Freedom Plan. Where did your image come from
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J&J

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Where did your image come from
Photoshop
 
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Old Labs (VS1-329)

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Nah, one is what's displayed when going through the change process - this one appears sometime after the change process is complete someone forgot an if-then-else statement in the change process - or maybe it was the business analyst's fault for providing sketchy requirements to begin with ;)

If anything the one above is what looks photo shopped as if somebody forgot to remove the second blue line below 150 GB per month since it serves no purpose - oh look, this person has a third arm where it used to be ;)

All I know is that if she pushed the select button below and it came back saying OK your change has been made, then she's got a good case to be made. She pushed the button assuming she'd get a free zone as shown below - not that she'll ever get it. And many would die just to be able to get Freedom...

As she says, it's the principal (sic)... for me the principle would be simply informing ViaSat of the error on the web site knowing that Freedom doesn't have a free zone.. or returning the extra change the cashier handed me so she doesn't get docked at the end of her shift.        
(Edited)
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Kay Doggett

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I went to my exede and change my plan, I had about 7 options. This was one of them:
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Diana, Viasat Employee

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Kay, I will research this further and get back to you on Tuesday.  Thank you for your response, but it is not showing as an option at this time.
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Kay Doggett

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In fact the free zone was on the 12 mbps plan also as well as all of the liberty 12 & 18 plans. I called customer service and the person I spoke to was difficult for me to understand. Obviously English was not his first language. But I did not think it was his fault that the plan was not what it said. And since I was already on the Liberty 50 with boost 25 + Wifi for the same monthly price, I still changed it anyway. I live in SC in the country where I do not have any other choice - except Verizon with about 2 bars on a good day. So they should not make offers and not honor them. It is the principal of the thing.
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Kay Doggett

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I had the liberty 50 with a free zone which I have had for maybe 3-4 months - which I had upgraded to by going to upgrade my plan from my exede and upgraded from a liberty 12 without a free zone.

As a matter of fact, all of the 7 choices of plans I was presented to choose from had the free zone section. It was that way for several hours, because I was working online and went back and double checked it multiple times in the afternoon with the intention of switching to the Freedom 150. None of them would work so I started up a chat with support and the person in the chat could not get them to work either. I went back and double checked the plans available several times while chatting with that person again, to be sure I did not read them wrong. She suggested I call customer service, which I did. While I was on the phone with customer service, I also went back and double checked the plans. They all still had the Free Zone sections in them. I wish I had taken a screen capture of the whole page with all 7 plans, but I did not. I mentioned that I was a dba/developer in my previous post because I am on call 24x7 and have been for many years - I also know about development and programmers leaving debug code. So I frequently have to do production support on servers in the middle of the night. (VPN slows my connection horribly, but I get around that by using remote desktop into a development server). But I live in the country in SC and there is no other internet service available here other than satellite. Even ATT, Sprint, TMobile have no coverage, only VZ with about 2 bars on a good day. 

I would expect that most development environments should do unit testing, then UAT and then promote to production. If they make mistakes that big in their websites, what does that say about their configuration management controls? 

And it is the principle of the thing. I do expect companies to do what they say they will, unfortunately it rarely happens that way.
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Marilyn Floyd Chapman

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I too am upset. I didn't have your exact experience but I was never told no free zone when I called to complain about running out of data. This company really sucks. I was given 5 gb for my problem what a joke today is 8 21 and I have to go until sept 4. 

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