Unable to Access Certain Web Pages on Evolution Plan

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  • Updated 3 years ago
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 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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Janeen Vessels

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Same issues going on here. My phone won't even log on to basic games (like candy crush) with this plan.  I hope this gets resolved quickly and in a manner that is not upselling, but fulfilling terms of our agreement, namely internet access, even if at slower speeds.
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Mr.Anderson

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workaround:
use a web based proxy such as ninjabrowse.com or just go on google and type in free proxy and pick one.  It will have to do while they "fix" the "problem".
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calvinclifcal

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so you admit your software incorrectly distinguished streaming media as web browsing and scamming customers out of data, where is the replacing there lost data you admit to cheating them out of 
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Old Labs (VS1-329-L12FZ)

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so you admit your software incorrectly distinguished streaming media as web browsing and scamming customers out of data
No actually it's a bit more subtle than that - simple web browsing is not supposed to count against your data allowance on the Evolution plan (only video, audio, downloads, uploads, etc. should count against the data allowance).

It appears from the complaints and responses here that a form of streaming video/audio (HTML5 media) was never being counted against data (as evidenced by C C Visnesky above) and that the attempt to close that loophole has resulted in site accessibility issues upon reach the data threshold for those on Evolution.

Not to mention now that it is being counted, those on Evolution plans are reaching their data allowances much quicker - note that many will counter with but I don't watch videos; however the plain truth with HTML5 media is that you don't have to watch them any more - HTML5 media will consume data in the background if the pre-load behavior is specified by the site developer (or the default browser behavior for that medium is to pre-load - each browser implements it differently)

It's a botched attempt to restrict access when reaching the data threshold that's the real problem (it's not clear whether the sites are being blocked or simply failing - from a user perspective it doesn't really matter the reason if you can't get there) - keep them focused on the real issue! 
(Edited)
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Brad, Viasat Employee

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Hi Calvinclifcal, 

Nope. No customers are being cheated out of data. I can certainly understand the frustration of news webpages being blocked as part of this software update (which we are aware of and it's being worked on) the issue is that a lot of streaming data was being lumped in and counted as web browsing for Evolution plans. You get free web browsing but not free streaming with this plan. So hypothetically a Evolution customer could stream but not be counted which isn't how the plan was designed to work. Feel free to email us if you have concerns or anything that isn't being addressed on here at exedelistens@viasat.com but please note that due to the fallout of this we are well behind the 24 hour window of a response but we will get to your email. 
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Bruce Batty

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Old Labs, your post is appreciated and your use of the term "botched" was spot-on. This whole fiasco leaves me shaking my head. 

It seems clear to me that anyone with any business sense would have notified customers ahead of time that (1) tracking of data attributable to streaming has been understated in the past, (2) Exede will be implementing software changes that will now accurately track streaming, (3) this will result in an increase in measured data usage as compared to what you have been used to and (4) here are some ways to monitor and manage your data usage.

Since Exede failed to handle the software change as described above, they are now scrambling to deal with the fallout.

Then to make matters worse, once it was discovered that the software change had the unintended consequence of making many web sites inaccessible, much of the communications from service reps would suggest that they are either not informed of the problem OR they are being instructed to mis-represent what is actually going on. Based on posts in this thread and others it seems that this is still going on, except perhaps for employee Brad who seems to be making every effort to communicate accurately.

Exede should have managers on board who are sophisticated enough to recognize the problem, make all customer service people aware of the issue and the intended fix and develop a response that all customer service people can use so that the customers are getting  accurate and honest information. The longer they wait before doing this, it's going to get worse before it gets better.

In my estimation, someone should lose his/her job over the mishandling of this and I have a feeling that person is at a higher level than those who are taking all the heat (i.e. the front line folks like Brad).
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Diana, Viasat Employee

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HI Burce,  I'm sorry you are having issues with the plan. If you are data restricted, your speeds will be slowed. The data meter has re-categorized certain content from web browsing to streaming video.  If you are in data restriction and your speeds are slowed, this may be the reason.

What web pages are you trying to access?  Is it video, or an audio web page?  If you are data restricted, the speeds have been slowed and it may not be accessible. This is how the plan is designed to work.  Please send an email to exedelistens@viasat.com and we'll review your account and your data.

  
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Bruce Batty

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Dear Diana, Employee
I have sent an email to exedelistens as per your suggestion. However, did you not even read my original post? I gave four examples of web pages that I cannot access yet in your reply above you asked me "what web pages are you trying to access?" Please go back and read my original post and you will see those four examples AND also note that these are not audio or video streaming sights.
If Exede is now reclassifying these sites as "streaming video" rather than "web browsing" as you suggested, it seems that your company is taking a great deal of liberty in it's approach to classifying.
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tim august

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Diana must be a bot.  No human would be that insensitive to a real problem and their own company changing terms of service mid-stream rendering the service unusable.
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C. C. Visnesky

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agreed, a bot..if they HAVE your email/name then they DO KNOW your account, SINCE YOU MUST BE LOGGED INTO YOUR ACCOUNT TO POST HERE!!! ...so she's a cluesless bot, or an equally clueless human, fake name, we have no idea ow long they will hide and waste your time by phone or email NOT saying anything. grrrrr... I once complained to CostCo  manager when employees on duty to load purchases who threw, broke some,  and walked away (snotty young girls who were smoking outside the store 'on duty') from my request for help..the store has a huge plaque that they are ADA compliant..but if you don't 'look' disabled' then they didn't like helping) so the  manager said he "didn't know" who they were!~! I had to say "so you are paying people  hourly and have no idea who is working? Really??.  he stood his ground and I cancelled my account. A HAPPY CUSTOMER TELLS 2-3 OTHERS, AN UNHAPPY ONE TELLS A MINIMUM OF 11 PEOPLE...KEEP COMPLAINING EVERYWHERE.
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Old Labs (VS1-329-L12FZ)

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Diana (as well as all of the moderators) is in fact a real employee of ViaSat - the reason you are asked to send an email along with your account information to that address is that the credentials and profile you use here are not related to your Exede account information. This community is operated by a third party (GetSatisfaction), is not considered a direct support forum and the profile information is not publicly available to the moderators.

If you really want help with your problem do as she's requested and she will be able to refer to technical staff - the moderators simply moderate and don't provide technical support directly.       
(Edited)
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Deku (The #1 Hero Data Saver), Champion

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^ i have to agree with old labs on this part.
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Jonathan Farmer

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Just an FYI, I too am on the Evolution plan.  Same here with all the sudden when over my limit nothing is working like it used to.  Even my email on my phone won't open.  Used 6 gigs in 26 days in the billing cycle then 2 days later I used the remaining 4.  Doesnt make since.

Fast forward to today as I have been working late (and not using anymore internet then usual) and I chat with the reps.  First rep on chat was looking at my data usage and magically now there is a 2 minute time limit if they dont respond you get disconnected which I did.

I chat again right away.  Second rep tells me that the usual I have used all my data statements and tells me that they have had a "software update" that has recategorized the data to better understand usage. So I am not getting away with getting free stuff I wasnt supposed to was her words.  Though I havent changed anything and dont even do that much steaming.  Then I asked well is this when my data shot up and was told sorry we cant see your data usage anymore to pinpoint with the new software...so appears they are stealing data from us and using the excuse they cannot see it.

Was also told that pictures and such do count towards your data allowance now.  Even though the site says evolution plans dont count embedded pictures I was told in fact they do.  I told her is she talking about uploaded photos she said no all photos, and if you email has photos then that counts to and reduces your speed.  Was told to that even though I have evolution that I do not indeed have unlimited browsing and email as stated because people on the network that havent used all their data gets priority and I will have periods where i cannot access internet.

So seems to me they have completely changed things and not providing services they promised.  Just wanted to let everyone no my experience today.  Hughesnet now has smartbrowsing that allows use of webmail and pages when over the limit, I will be looking at them today also.
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Bruce Batty

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When I used up all of my data allowance three days ago, I received an email from Exede notifying me of such and part of the email read as follows:

"You will notice your service is now in restriction, and your speeds greatly reduced. These restrictions will not apply to web page access and email usage (with attachments less than 25 MB), which will be maintained at full speeds."

Seems pretty straightforward to me! So why can I not access ncaa.com, foxnews.com, cbsnews.com, etc ??

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Jeff Buller

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make sure and save all of this info on terms of the plan. I have a feeling it will disappear soon.
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Jonathan Farmer

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O I did. I have screenshots
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Jonathan Farmer

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Yea I just tried those same sights from my end same thing.  This page cannot be reached.  So most definitely Exede changing things.  I have been able even on data restriction to still do many things, slower but worked.

They definitely trying to push us out and push in their new plans.
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Diana, Viasat Employee

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Hi Jonathan,   ViaSat/ Exede did not change the plan.  There was a re-categorization of certain internet content from web browsing to streaming video – which counts against the data allowance. Video content used to be counted as web browsing, instead of video.

Please review this article and let me know what web pages are being blocked. We'll be able to go from there    http://help.exede.net/articles/General/Evolution-Plan-FAQs .   Send the email to exedelistens@viasat.com with your account information.
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Jonathan Farmer

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You may not have changed the plan but you have definitely changed the plan,  As Bruce has stated even normal news websites will not work, i cant even get email which is supposed to work to open on my phone.  To be honest my phone wont even pull in emails on exede now.  Also I am going on what your rep told me, pretty much its been re categorized and you are now as she put not getting away with data usage I wasnt supposed to and also her words the speeds are even slower now because we were getting away with faster speeds...seems like they dont want us to have the evolution anymore.  And all this coming from your reps who said that nothing is unrestricted anymore and it will all count...Just saying per your link: (note that it doesnt mention that pictures on websites will count even though YOUR rep says otherwise.

What does ‘unlimited access to web pages and email’ really mean? It means that webpages will fully load and email will completely send/receive at full speed no matter how much other stuff your household does on the internet. Most web pages include a lot of static content (pictures, text, graphics and backgrounds). With Exede Evolution, we ensure that the critical components of most web pages will be usable at the full speeds you’ve come to expect from Exede.
Streaming media like online videos and music are sometimes found embedded within certain websites. If you go over your data allowance, these items will be restricted from playing on those web pages.  However, you’ll find that the rest of the web page functions as you’d expect. Here are just a few examples of what you’ll be able to do with unlimited access to web pages and email:

Well that would make since about the videos and music on websites, but per your website the rest should work fine yet the page doesnt load at all...so again you never answered why pages wont load even though they should...THESE ARE REGULAR WEBSITES...not youtube or netflix
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Bruce Batty

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I'm glad you posted THEIR terms. Seems pretty straightforward that we should still be able to access the cites I mentioned.
Feel free to give her the same four examples of web sites I posted in my original email. It appears she still has not read that?!?!
(Edited)
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Jonathan Farmer

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O trust me I did right in their email that we all know wont make a difference
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Jeff Buller

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Same problem here. We have had the same plan for over two years and have never gone over our data "allowance" until the end of the month when we would purposefully be streaming video to use it up. But now we use up our data "allowance" in like 10 days and they put us on restriction like we are 5 year olds for the rest of the month. 
I feel like this is a breach of contract. Can they just change our contract terms like this?
Do we need to hire a lawyer and file a law suit all of us together, just so we can have our internet a the speeds that we contracted for?
Whatever you do DO NOT BUY MORE DATA! That does not help! I've been caught in that trap. It doesn't help at all.
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C. C. Visnesky

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Jeff thanks for saying NOT TO PAY FOR MORE DATA..I AM GOING TO TRACK MY USE DAILY and I bet they are sucking up MB that I never touched...this is really an issue, almost silent pressure to move us into buying a bigger plan to suit THEM. We are a captive audience, and fair business practice  should apply when they deduct from my credit card automatically!
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Marian Graber

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They gave me 2gb this morning and it was gone in 1 hr. My kids were doing their online schooling which we've always been able to do even if we were in restriction. Does anyone have problems that they just lose their internet for a second and than it comes back on.
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Bruce Batty

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Friday morning I lost service four or five time for a few minutes each time. This is unusual as I normally don't experience interruptions. Since then it hasn't happened.

I DO still have the problem of not being able to access web sites that I should be able to access.
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Darrin Dailey

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I have the same problem with my exede5 plan. (Yes I live out in the sticks, it's the best I can do :) )  Anyway, I talked my way up to Tier 2.  I can't get to any of the sites mentioned above either, nor nyimes.com, minecraft.net, or perhaps most egregious, steampowered.com.  Anyway, I'll keep y'all posted in case I discover something.

Update---I was told it was speed related and that certain sites won't even let you connect to them at all if your speed is too low.  I disagreed with their Tier 2 assessment and asked them to try to access nytimes.com while deliberately throttling their bandwidth down (0.4 Mbps ought to do, right?) in order to verify that claim.  Waiting for a response...

Crap...I accidentally hung up.  Calling back now.
(Edited)
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Darrin Dailey

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OK...I talked to another person a little more knowledgeable.  He removed data restriction and all the sites were available.  He stuck to the 0.5 ~Mbps connection threshold (conveniently chosen restriction speed) and no one ever ran my test.  I guess I can throttle myself and test it during free time.  His answer for why this is the first time in 18 months I couldn't connect to certain sites is that my beam might be extra congested.  It makes sense, but I don't like it.  I politely told him so and that I wasn't the only one and they're probably going to start losing customers unwilling to buy additional data every month.
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Jesse

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Yeah, I was told there was a problem with my beam as well. It doesn't make sense.  If it was the beam the problem would persist when the connection isn't being throttled. I've had the same evolution plan for 3 years and never had an issue until a few days ago.

I used the speed test on exede's myESVT site and it said my connection was 12 Mbps which I guess is the test they use.  I then used the google speed test and I was getting 4 Mbps, which is the speed I'm getting right now.  The beam and being over monthly allotment is not why these sites aren't working. 
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Jesse

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I'm another with the same exact problem.  I tried chat and calling and couldn't get them to understand this isn't a speed issue, the websites and services are being BLOCKED completely. They just tried to sell me some more data.  Saying it's because of the throttling is ridiculous because these websites don't even start to load, they just say there's no connection.  

I can't use spotify, pandora, update my iPhone and iPad apps, and Steam.  I found earlier I couldn't get to www.imdb.com  but now seeing that even NEWS sites are being blocked, it shouldn't be such a surprise.  This is not a recategorization this is a proxy blocking access to these completely and I'm not a happy camper.

I don't expect my same speeds after I've went over my limit, but I do expect to have ACCESS to the everything and not be blocked. 
(Edited)
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Diana, Viasat Employee

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Hi Jesse,  Viasat does not block websites.  If your speeds are low videos or web pages with videos will not load.I don't know what plan you are on but if it is the Evolution plan, please see the information below;
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.

Please send an email with your account information to exedelistens@viasat.com and can discuss this further.
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Jonathan Farmer

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And tell me again how you arent blocking websites....this is aol email...and last i checked unlimited access to web pages and email would include aol email, but yet havent been able to access it at all...among most other sites
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mica-m

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This is indeed a clear contract violation. Contact them at Executive.Escalations@viasat.com 
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Jonathan Farmer

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Just sent them a rather lengthy email hopefully it will at least get something started if a bunch of us do it.  I wish people would just listen to us and stop blaming websites, or browsers, or habits, when an entire community is having the same issue with the same sites at that.  Lets see where this goes
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Ryan Porter

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Same probably as everyone else. Here in rural Hawaii with no other option and I need to watch videos for my online college courses. So frustrating!!!
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Diana, Viasat Employee

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Hi Ryan,  We always have the option to purchase additional gigabytes. Thi will bring your speeds back up and you will be able to watch your videos. It is also an option to change your data plan to a higher on as the one you are on may not be the right fit for your internet needs. Send an email to exedelistnes@viasat.com and we can evaluate your account and options that are available. 
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Jonathan Farmer

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Dont do it, people on here have already said its a waste of money and doesnt help and will go just as quick, its the same response they are just following a script.  Its going to take numerous complaints and class actions to get them to follow THEIR requirements
(Edited)
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mica-m

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This recent change involves a clear TOS contract violation. Our contract says, "Unlimited access to web pages and email and, depending on the service plan selected, either 5 GB, 10 Data Allowance (GB) GB or 20 GB of data for everything else". The contract offers no qualifiers as to WHICH email service is used.

mail.aol.com is completely blocked, NOT just 'slowed'. There's 100% packet loss just trying to ping it. 

I'm reporting them to the BBB. I'v paid for my mom to have this rural service for years and was happy with it, fine with slowed-down access if needed for other purposes, etc. But completely blocking email access is completely unacceptable. ALL *mail.com sites will need to be accessible per our contract.
(Edited)
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Jonathan Farmer

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I was just chatting with them and they gave me the same response that they havent changed anything and its just now they are enforcing it.  I told them that normal sites are blocked and not letting people in, which is clearly against the product they have sold and they just said sorry thats the way its coded have a nice day.  I politely informed them there was an ever growing list and they will be hearing from more of us
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Bruce Batty

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I'm admittedly not the most savvy when it comes to internet technology so bear with me. I am starting to get confused with all of the issues at play here.
When I spoke with a customer service rep this morning, she acknowledged (after consulting with someone else) that they are aware of a problem that was causing the symptoms that me and other customers are experiencing. That is, being blocked from accessing sites that heretofore were always accessible. I even asked her about a timetable for fixing the problem and she replied that she has no way of knowing but hoped they would solve the problem in the next few days. At no point did she suggest that they have changed their terms of service and that this is what we should expect going forward. To reiterate, our conversation was very clear that this is an Exede problem that they are working to correct.
Then we get information that they have reclassified web sites and now consider them to be audio and/or video streaming sites and thus these sites are now rendered inaccessible once we use up our data and go into a restricted mode. So, now sites like Wall St Journal and Fox news are deemed to be streaming sites. However, based on the terms of service posted by Jonathan (reposted below), even sites that carry embedded videos such as those mentioned above are supposed to still be accessible with the qualifier that the videos may not play.
Then there is mention of congested beams. Seems to me that a beam doesn't all of a sudden become congested. It would seem to be a gradual progression and that we would have had occasions previously where traffic was heavy that would have caused us to experience this problem periodically before now.
And then we have Employee Diana ignoring the information we are posting,suggesting that we can all solve our problem by buying more data. That song she is "singing" is becoming extremely annoying.

Per Exede......"Streaming media like online videos and music are sometimes found embedded within certain websites. If you go over your data allowance, these items will be restricted from playing on those web pages. However, you’ll find that the rest of the web page functions as you’d expect."
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Jonathan Farmer

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Last conversation I had with them they told me these have always been their terms but they are now enforcing it by reclassification and their is nothing they can do about it and thats the way its going to be, the whole time dodging the whole fact that the even basic sites will not load.  I mentioned this from their website several times and was just told thats the way they are coded, but never would elaborate on the fact that the page should still load as normal minus videos.  Also didnt have an answer for why I can go to youtube.com which is a video site and it loads fine (minues the videos playing as I would expect when over the limit).  And this is just the half of it, seems like everything we do will count now since it appears everything is coded as streaming so we will go through data in days and be back at square one
(Edited)
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mica-m

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Exede is trying to get away with avoiding the word 'blocked' but certain sites are in fact blocked outright. Just try a ping test to those sites and you will see 100% packet loss. 


So are we now not allowed to download from specific sites? The simple dropbox install page is also blocked. Here it is on a non-Exede network (no embedded adds, videos, or anything):



And note you can use Firefox or Chrome inspect element to see network traffic/responses (right-click, choose inspect element, click network tab, and refresh your page)- you can see it's showing as 0 sent/received. Also the error message is not consistent with a "slow responding" server:

(Edited)
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BRKnox

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Yes this is unacceptable, the claim to not be blocking sites but they are indeed blocking sites on Evolution. This goes against their own terms when they advertised Evolution. Just some of the sites that won't work... NYTimes, FoxNews, Redbox, etc. This has been going on for days now and if it is not fixed soon then it's time for me to end service with Exede. Evolution worked perfectly as it was before this "change" or issue... video/downloads would be restricted to much slower speeds when under DAP, this was acceptable... they were however NOT outright blocked, nor were websites. I advise them to keep it that way, Evolution with freezone was about the only good thing Exede had going.
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mica-m

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If anyone on here is unable to get to their mail from AOL or other services, I was able to install a dedicated email client on my mom's computer (Windows live mail) and then set up import functionality from AOL. It wasn't my first choice for an email client, (it's part of Windows Essentials 2012 suite which officially reached end of support this January) but I tried to download about 10 others email clients but they were all blocked by Exede.

If you have a mail client installed already, I would try that. Anyway just wanted to share in case it helps anyone. https://windows-live-mail.en.softonic.com/

 
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Gwalk900, Champion

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Troubleshooting:

Step one would be to verify that the website is indeed up and functioning. How?

http://www.isitdownrightnow.com/

Understand that webites DO have issues

Step two: Websites are defined not by their "English" names but by IP addresses obtained (usually)  through your ISP's DNS (Domain Name Server) database. That database can get "poisoned", can have outdated information or have other "issues"

One of those issues can be "cached" data. DNS data is stored in THREE places:

In your Modem:  If your Modem "believes" it has an onboard answer, it will not query your ISP's (or designates DNS server) but will instead use the "stored" DNS value. That value could be outdated or incorrect. To address this, the Modems cached DNS store has to be dumped.

In your Router: Your Router can also store DNS data that can become corrupted or out of date. When access to a site is a problem then the Routers DNS cache must also be dumped so as to force a fresh DNS lookup from an up to date source.

In your Operating System: Your Operating System can also store corrupted, poisoned or outdated DNS information and there is a process to cleanse the OS of that data causing a new query of hopefully fresh data.

How to proceed: Follow these steps, in order:

#1: Remove AC power to the Modem

#2: Remove AC power from the router:

#3: In Windows machines, Open a "command prompt" and perform a ipconfig

/flushdns


Clk START, clk RUN ..type in CMD, then hit enter:

at the prompt ">" copy and past this:

ipconfig /flushdns

Hit enter


#4: Power up the Modem and let it boot completely before proceeding.

#5: Power up the Router and let it boot completely before proceeding

#6: Close and reopen the browser. Try to access the website again.


As an alternative try another web browser.

Some of the posted screenshots may be the result of an indicated certificate issue. Check for browser updates or send a email to Exede outlining the steps taken on your end to resolve the issue and include screenshots of any browser related errors.




 

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BRKnox

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This is not the issue. These sites work fine when NOT under DAP (ie during the free zone), at-least in my experience. This it most likely Evolution's filter system that restricts data. According to Exede's own terms these sites should still function when under DAP on Evolution. Either something broke or they made some changes that is causing huge issues.
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mica-m

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@Gwalk900  - Valid steps, normally these would help. I tried all of this before I realized the extent of the issue. Just to add, if you want to rule out local router issues, you can also just plug directly into your modem. AOL, ABC, IMDB etc are not having any cert issues. Once can throw in the URL into a SSL cert checker if you're not sure. https://www.sslshopper.com/ssl-checker.html is a good one. Also I have access to both Exede and non-Exede networks to test, since I am dialing into my mom's computer to help her with all this craziness... I'm actually 1k miles away. I'm glad they haven't blocked remote access (yet).
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Bruce Batty

  • 36 Posts
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Dear Old Labs,

It is commendable (and brave) of you to come to the defense of Diana the Exede employee.

Like Tim, I was becoming convinced that Diana is a bot. Perhaps you did not read my original post and her reply but that is the basis for much of my frustration and also my suspicion that she might be a bot. 

Here is her reply with my comments interspersed..... 

HI Burce,  I'm sorry you are having issues with the plan. If you are data restricted, your speeds will be slowed.

(As I mentioned in my original post, I have used up my data cap every month for the past 24 months so I know that speeds are reduced at that point.)

 

 The data meter has re-categorized certain content from web browsing to streaming video.

(Was this re-categorization an intended change by Exede or a mistake? Why would sites like Fox News and CBS News be categorized as streaming video?)

 

If you are in data restriction and your speeds are slowed, this may be the reason. 

(More than once in this thread there was word-for-word reference to Exede’s terms that, once Evolution plan users exceed the data cap, embedded videos will be restricted from playing but the rest of the web page functions normally.)

What web pages are you trying to access?

(I gave four examples in my original post!)

 

Is it video, or an audio web page?

(See the four web page examples in the original post. None of them are video or audio web pages.)

 

If you are data restricted, the speeds have been slowed and it may not be accessible. This is how the plan is designed to work.

(This statement is clearly contradictory to the terms published by Exede. I have at least three separate items from Exede documenting this including this taken from an email I received earlier this week...”You will notice your service is now in restriction, and your speeds greatly reduced. These restrictions will not apply to web page access and email usage (with attachments less than 25 MB), which will be maintained at full speeds.”  )

 

Please send an email to exedelistens@viasat.com and we'll review your account and your data.

(I did send an email and received a reply from Exede that I would get an answer within 24 hours. That did not happen).

 

Note that a user who posted in another thread and I were both told during phone calls to Exede that the inability to access certain web pages (that should be accessible according to Exede’s TOS) is a known problem and that Exede is working to resolve it. Others have been told that what we are experiencing is the way that it is supposed to work (see Diana’s reply as an example). If there is a problem on which they are working as opposed to  “new rules”, then why are all customer service personnel not made aware of this so that all customers are getting the correct story.

And, to add additional frustration, Diana has offered a solution in this thread as well as other threads on this topic that consists of merely buying more data. I think anyone posting here is already aware that we have the option of buying more data and for her to suggest that as a solution to the problem we are experiencing is condescending to say the least. 

So, although I understand that Diana may not be in a position to solve the problem, it would be helpful if she would acknowledge that our symptoms may be evidence of an Exede problem as opposed to representing that everything is working like it is supposed to and that we just need to buy more data when we use up our allowance. Perhaps she needs more training in how to prepare a proper response to customer complaints and, based on my experience, she needs to read posts a bit more carefully so that she is not asking for information that was already provided in the original post. That is why me and others here are suspicious of whether she is a real person. 

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Dexter Lumen

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Yep exede are trying to be sneaky and get people to pay more. They keep telling me that their "system was upgraded and now we'll be getting the correct speed" but mysteriously my dropbox or steam won't connect and since in their words "I can access google.com" there's nothing they can do. But don't worry they'll remind you that you can buy more gigs 100 times rather than admit they are blocking sites.

Exede had decent service for the past few years I guess it's time to go back to hughesnet at least they didn't outright block sites.
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Deku (The #1 Hero Data Saver), Champion

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i smell a troll here -.- but also this fourm is to HELP people NOT to bash on how bad there services are ect. ect. ect. so yeah... -.-
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Dexter Lumen

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How am I trolling? Do you want to see screenshots of what they've started doing? I am getting 100% packet loss now only when visiting certain sites. It's obviously a new tactic for people who use up their data early in a month to get them to purchase more. I've been an exede customer for years and they've provided a good service, but blocking sites from functioning is unacceptable.
Photo of C. C. Visnesky

C. C. Visnesky

  • 9 Posts
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Tizzy, they can HELP us by listening to paying customer issues, not ROTE boilerplate "BUY MORE" emails.. and it is (their) not there,  and etc. etc. etc. thus proving you are human (yes Word Thrashing is necessary to keep from total degradation of language to just 140 text character versions of words...um what are you a "champion of? Exede?
Photo of BRKnox

BRKnox

  • 21 Posts
  • 9 Reply Likes
Are we still pretending this isn't an issue?
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Jesse

  • 5 Posts
  • 1 Reply Like
list of sites that won't be accessed after the data is used up long term since it's a streaming site
So, this isn't a software update issue this is how it's going to be from now on?  Sites Exede says is streaming are going to be blocked.  I've had this same plan for over three years and all of a sudden "this isn't how it was supposed to work all this time" and every site Exede determines is "streaming" will be inaccessible.

Why would I want internet service that purposefully makes whatever they feel inaccessible?  This still makes no sense to me to have an ISP that completely blocks my access.  
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Brad, Viasat Employee

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The site issue is being investigated. In the meantime, If you're not able to view the sites at this time, it's due to the account being over the limit. Adding additional data (buying, calling in, ect) has restored access to these sites. 
Photo of Old Labs (VS1-329-L12FZ)

Old Labs (VS1-329-L12FZ)

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I doubt seriously that there's any list of streaming sites in play (it would have to be a pretty long list these days) - like PCMatic you'd have done better with a white list approach ;)

Instead it's more along the lines suggested by Craig, sites that rely on HTML5 media (rather than more traditional methods like Flash or those relying on the Flash player) are either being blocked or more likely simply failing to load properly (I suspect the latter and it's an unintentional  consequence of whatever algorithm was employed with the change).

Looking at some of the specific sites mentioned here that are failing, they all rely at least partially on HTML5 media (audio/video) - some have noted CNN appears to work fine, but not surprisingly I find no reliance on HTML5 media - just Flash (at least on the home page).

If that's indeed the case (that HTML5 media sites are being broken let's say rather than blocked - it's difficult for casual users to distinguish between being blovked and simply broken - the result the same, they don't work), then the list will growing exponentially as more sites are abandoning Flash in favor of HTML5 media and we're in for a bumpy ride - in fact some HTML5 media sites may even work, it's all dependent on how HTML5 media is being leveraged, but HTML5 media appears to be the common thread here..

The related reports of increased usage counts come as no surprise, particularly if you've only now just begun counting HTML5 media - sites like YouTube, Facebook switched over to HTML5 media long ago circa 2015 - not surprising people are reaching their caps sooner with this change as also hinted at above - those of us not on Evolution plans accounted for the increased data usage incurred with unwanted HTML5 media (both autoplay and preload) long ago - well some of us did anyway and Evolution users may now have to adjust also with extensions like Flash Control.
(Edited)
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Ayn

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I was going to begin my own thread here but saw this thread and now I understand. I am not sure where to comment but beginning last week we began experiencing blocked or non responsive websites on the evolution plan too.
Namely google docs that my kids use daily to
Do their homework.
1. Website are supposed to be unlimited on my evolution plan and accessible after data has run out. We run out of our 10 gigs in 2 days but that is another issue for another day.
2. I have called twice and when more( 1-3 more gigs )of data was added it began to work again. Then when the data ran out, inaccessible again
3. I connect via toggling To my iPhone via our Verizon data and the sites are accessible.
This is completely unacceptable and will cause me to cancel if it does not get resolved. I have been a customer for over 4 years and I'm so tired of this after 1 week not being able to access google docs ? So ridiculous
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Brad, Viasat Employee

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Hi Ayn

We are aware of some sites that aren't appearing and it's being investigated. The whole issue was this plan had unlimited BROWSING (aka text sites), not unlimited media (such as streaming videos which unfortunately are on a great deal of sites and news pages) but both got lumped together until this update occurred. Evolution was never meant to allow unlimited streaming but it seemed to allow some because it was hard to distinguish on our end. I understand the frustration (just read all the comments I responded to this week...I'm well aware of the frustration).  At any point you can always add data or change plans without affecting your agreement in any way. Right now it seems that adding data has restored browsing after you go over your data limit but there's been some alternative tricks that people suggested in this thread as a work around as well that seems to be working for them.

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