Still Paying for Exede Evolution. Still getting the same service? No.

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  • Updated 3 years ago
  • (Edited)
I have had Exede Evolution service for nearly a year, and I was happy paying extra for the advertised "Unlimited Access to Web Pages & Email". 

Roughly six weeks ago I noticed a punctuated change in my service, and I could no longer load basic web pages, even the exede customer care webpage, my online banking, amazon, etc.  I had exeded the 10gb cap, but I was paying extra for "Unlimited Access to Web Pages & Email", right?  The service was throttled so badly that I could not connect to voice over internet service (I live too far out to get cell signal) so I couldn't even call exede to fix the problem.  I sent an email to viasat customer care explaining all this in detail, but it was not returned (see attached image).

Basically, I want to know why I was not informed that exede altered my service plan, why exede has continued to bill for a service they are clearly no longer providing, and how they can justify the fact they have cut my internet service such that I cannot even make emergency phone calls.

Please see the attached screenshot of an unreturned email I sent to viasat customer care.

Nice work Exede and ViaSat, you're really giving comcast a run for their money
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James

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Posted 3 years ago

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J&J

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Your screenshot is terrible (quality).  Next time save it as a "PNG"  or "bitmap image."

The ExedeVoice® service is never throttled or restricted in any way.  3rd party systems operating on Exede are subject to all service restrictions after exceeding the subscribed data limit.  Your VoIP system should have been supplied with a decal or sticker to place near the phone explaining that Internet VoIP is subject to outages and may affect calling 9-1-1.

"Unlimited Access to Web Pages & Email" has it's limits also. Web pages with embedded video streams may not load or display, or any other website with content that results in continuous data streams, such as AbcNews.com (continuous slide show), animated images, Flash content that continuously re-loads after completing will most likely not display.  Other restrictions apply, but I digress.

You live in the woods and so do I.  People living in remote areas immediately see the benefits but must learn learn the disadvantages of living where they do. It is usually a matter of choice to live in the wilderness.  We know there is no garbage service, the fire department isn't down the street, our water comes from our own well, so maintenance is on us, etc.  When we subscribe to satellite based Internet, we also must learn to live (use) within our means (watch our data use).  Comcast isn't running a cable out here and even AT&T won't run a phone line, except here they quoted an official, binding estimate of $33,000 only so cheap because there are power poles they can lease access to into here. 

ExedeVoice® service cost $19.99 per month for the first 6 months and then goes to $29.99 thereafter.  The lower introductory price makes it easier on people just moving in to get essential services without going broke after moving cost.  It just helps.  It also saves me $10 per month on the Exede Internet.  Since ExedeVoice® is never tampered with by Exede/ViaSat, it is reliable and it's cost is quite attractive (cheaper than an in-town standard wired phone from AT&T).

If you truly feel there is a problem with your service that is not caused by your equipment or usage habits, send an email to exedelistens@viasat.com and give a short description of your concerns and include your account number, contact information and reference this post.  This is the way to get personalized action from Exede.
(Edited)
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James

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Craig, I believe that you made a "terrible" mistake when attempting to view the attached image.  It's very simple:

*Do not* right click the image and select "view image", this results in a poor quality image (actually, it is not poor or terrible, but exactly what you are asking for, the thumbnail image file opened in a new tab)

*Do* simply left click on the image as normal, it is linked to this address and the perfectly visible image  https://d2r1vs3d9006ap.cloudfront.net/s3_images/1218422/RackMultipart20150609-18369-e4oj3w-Screensho...
(Edited)
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Exede Lindsey

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Hi James, it was a pleasure speaking with you. Please let me know if I can be of assistance in any way feel free to send us an email. Thank you sir 
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James

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Craig, you offer very little aside from snide condescension. 

Are you a professional representing exede or viasat?

I sent an email to viasat customer service, which was unreturned.  Thanks for you careful instructions regarding writing email.. although exedelistens@viasat is certainly an ironic choice.

I will repost the image if others feel it is "terrible", but it seems to work fine on my computer and when I view it on my cell phone.

When you say: "Unlimited Access to Web Pages & Email has it's limits also. Web pages with embedded video streams may not load or display", this is insultingly obvious, and I explicitly indicated that *basic* web pages would not load, even exede's own customer service website.  I also noted that this was a punctuated change in service, which corresponded with Exede's removal of Exede Evolution, seemingly indicating that the service was altered but the pricing remains.  So this piece of your condescending advice is clearly useless.

You seem to discard the legitimate concerns that I express.  You don't seem to have any professional knowledge to offer.  I appreciate your response, but unfortunately it is "terrible".
(Edited)
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Exede Lindsey

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Hello James, I’m sorry you feel you were not given correct information concerning the package to which you received. Exede has not altered any services.

With Exede Evolution, if you reach your monthly data allowance (which varies depending on which Evolution plan you’re on), you’re never slowed or restricted when accessing email or web pages. Web Page refers to the content (text and images) displayed within a web browser application from websites where the URL starts with http:// or https://. It does not include: embedded video, audio, downloads or gaming. Email is any message and/or attachment, under 25MB, that is sent or received through an email application or web mail.

 If you are experiencing any issues with your VOIP service due to your dap, this should not happen. I would be more than happy to take a look for you. Please feel free to send us an email with your account and contact information to exedelistens@viasat.com. Thank you.
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J&J

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You said your phone won't even work.  Are you using ExedeVoice?  If you are using Vontage, Skype or another 3rd party system, then it' your equipment that has failed in the DAP'd situation.  Exede has no control whatsoever of customer premises equipment or that equipment's reaction to their throttling methods.  Satellite Internet is not a miracle as so many people expect it to be, it's rocket science and therefore has it's limitations.  I do not enjoy the the behavior of Exede's system after exceeding my limit either.  If throttling was the only thing they did after exceeding data limits things would be tolerable, but they also disable optimizing algorithms that make the latency transparent to websites, thus the frequent failures to connect. Some plans do just slow down and yours may be one of them, but has malfunctioned and resorted to the behavior of a classic plan that gets nearly destroyed by the DAP restrictions.  When it was recommended that you send an email to  exedelistens@viasat.com, you should definitely do that as others have and specific malfuctions at Exede were discovered and remidied.
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Jacqueline Tierney

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James, if you have a Liberty plan available to you you might consider switching to it.  So far it's performing well for us.  We were on Evolution prior to switching to Liberty 12 and based on the use we are showing on the Liberty plan I suspect that Evolution may never have completely worked the way it was intended to as the amount of data we are using remains basically unchanged though in theory with Evolution not everything we did was supposed to be counted, and Liberty should be counting everything, yet we are using about the same amount of data as before with no real change in use except I am watching a few more short videos so our use should be slightly higher just based on that alone.

We were on Liberty Pass for 10 days last month and we saw no detectable change in the way our internet worked for us, everything still worked fine including videos, etc.  As more people change to this plan I am sure we'll start to see slower speeds in prime time, but as long as I'm not cut off I can be a bit patient and wait for things to load when it's busy or wait and come back later.  Although the Liberty Plans don't look like much when you see them, they truly are a HUGE change in the way they are managing satellite internet.  Good luck.
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Knight Rider

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I agree the liberty plan is the ideal plan for the whole network. Rather then the normal dap where basically nothing works it goes back to what it should be to that they just slow your max DL speed. I know you haven't seen the slow speeds yet but as you said if everything still works just slower that's fine with me.

I still don't get why the are strict with the current dap. I don't get why they can't just set the DL speed to like 500k and leave it at that and not actually make it to where it don't work. To me that would let users still do email and web browsing just fine but still leave plenty of bandwidth for those that haven't gone over.
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david, Champion

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Even 256k without blocking anything  would let you do email and light web browsing (our original Wildblue was 512k but a lot of times didn't run that fast) and I don't see how that would slow things down that much. You would think something like this would be a lot easier to administer and explain than the current system. It doesn't seem like very many people even at Exede seems to know exactly how it works.
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Jacqueline Tierney

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Knight Rider and david, you both nailed it.  Most of us would simply be very happy even with much slower speeds as long as we had access.  Liberty is finally trying to address this.  Years back when we switched from Wild Blue to the WISP they, at that time, only could deliver maximum speeds of 1 mbps and we were wildly tickled with it.   We could do pretty much what we wanted when we wanted.  Did it get busy and slow down during prime time some, yes it did.  Did it bother me?  No not at all.  Could I stream videos at that speed?  Yes ... granted with buffering off and on but again, I wasn't really bothered by that because I could stream if I wanted to.  If it got too busy and slow I'd just come back to what I was doing later.  For larger file uploads my husband would just start the file upload when he went to bed and more often than not it would be done in the morning, if not it would just sit and work until it was done. (Sometimes he'd upload videos to You Tube that were school related).  Hopefully when they have the new satellite they will be able to offer this plan to a larger share of the users.