Unable to Access Certain Web Pages on Evolution Plan

  • 11
  • Problem
  • Updated 3 years ago
  • Solved
 I have been on the Evolution 10 Gb plan for over 2 years. I have used up my data cap EVERY month but am still able to access all web sites after going through my data cap and still enjoy reasonably good speeds as well. Starting 3 days ago, everything changed. I can no longer access web sites such as ncaa.com, cbsnew.com, foxnews.com, espn.com, etc. It is not an issue of slow speed because when I try to navigate to these web pages I immediately get the message "This web page cannot be reached". In other words, it is not a situation where it "times out" due to slow speeds. In fact, the speed of the Exede service right now is the same as it has been in the past when I have gone through my data cap.
If you review the Exede terms for the Evolution plan, it specifically states that when you exceed your data cap, the restrictions on service "will not apply to web page access".
I called Exede tech service when this started issue three days ago and the first thing the rep did is remind me that I had used up all my data and I was welcome to buy more. I reviewed the above facts with him and he then backed off this solution. After trying a few things without success, he noted that there were some issues with the beam I am on and that maybe when that problem was fixed my problem would go away. We agreed to give it a day or two. The problem persists.
This AM I called Exede again and once again, the rep tried to attribute the problem to the fact that I had used up all my data and that I was welcome to buy more (grrrr!). Went through the same thing with her. She placed me on hold after which she came back and acknowledged that other Evolution plan members are calling in with the same problem as mine and that their people are working to resolve the issue. I politely reminded her that we are now in the 4th day and I hope that they are able to get it fixed soon. 
My frustration is that the reps I spoke with do not even understand how the Evolution plan is supposed to work nor do they seem to be in the loop on known problems with their system. 
At any rate, hopefully they get it fixed soon....
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Bruce Batty

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Posted 3 years ago

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Brad, Viasat Employee

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Official Response
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.