Too slow to use as of last 2 days....

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  • Problem
  • Updated 1 year ago
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  • (Edited)
I am so irritated I could cry. Before I speak on the current issue, let me start by saying I have been a customer of Exede's for 2 years. When I signed up, the rep asked me what we normally do online. I told him browsing and lots of video. He told me we shouldn't have a problem and we shouldn't go over our data until late in the month. 3 days in, we were over because we watched about 4 movies in that 3 days. After realizing I had been pretty much mislead, I knew this was gonna be a sh!t show. I have completed reversed my sleeping schedule because the ONLY time I can get work done is during late night free zone.

We deal with this every month, and it sucks, but we always say "at least we have LNFZ!"

Well, this has happened before but it usually gets fixed pretty quick when I call. It started 2 days ago when I went over my data (we conserved a bit this month because I have a bunch of work stuff due/this only seems to happen when I go over on data and it's supposed to switch to the free zone). It acts the same during LNFZ as it does during the day when we have no data. It's as if it doesn't switch over. I normally would say it's congested, but it never speeds up over the night. I called last night and was on hold for 48 minutes because of high call volume.

When I got someone, she couldn't find an issue, but said she saw that it was going slow. She said they were overloaded with calls of the same issue. She gave me a gig so I could test during normal hours and call back if there was still an issue. I went to do that today and got the notice that all my data was used again. I rolled my eyes but thought it would surely be back to normal by tonight. Nope. Called again after resetting twice. The lady tonight couldn't find an issue either and tried a reset on their end. Nothing. No improvement. Finally she tried some kind of explanation. She told me that even though I'm technically not out of data, I may be restricted on usage EVEN THOUGH ITS LNFZ because there are more customers so it restricts some of us? she said it wasn't abnormal and it could remain this way . She should have just said, "we are now a charity and you are making donations because you will no longer be getting the services you pay for in exchange for your money. Thank you for your ongoing contribution!"

So basically I have just been told this internet service is now completely useless to me and my family. It's not fair to take on new customers if the ones you have can no longer recieve what they're paying for as a result. How is this even possible? lol

Unless this miraculously gets fixed before Monday, I guess I'll just have to tell them I couldn't do my assignment because I pay for Internet that can no longer work for me. What a joke.
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Melanie Pike

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  • very irritated

Posted 1 year ago

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James

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wow at least you get to watch movies on your data, I do not watch movies,stream or anything and my data get sucked up.. you said you been watching all those movies and now all of sudden you are concerned about an assignment?
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Melanie Pike

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What are you even talking about? I said when I first started that I watched 4 movies and it was used up. Obviously I cannot watch movies now unless it's free zone. I am not concerned about what you do with your data, lol, so don't worry about mine if you're not going to be constructive.
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Diana, Viasat Employee

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Hi Melanie,  I am sorry to hear that you are experiencing slow speeds, and I know howfrustrating that can be as I experience it as well.  I would be more than happy to review your accountand assist you.  Did you leave your device on last evening?  Did you use it after you were given the additional GB? If so, that will explain why you are data restricted this morning. The data updates in 15 to 30 minute intervals and may have already been used last evening.

 Please send an email to exedelistens@viasat.com  with your account and contact information.
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Melanie Pike

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Well it did this during the free zone and also the representative told me that I had not used hardly any of the 1 GB when it was doing this