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....
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 email@example.com and we'll review your account and your data.
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.
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.
"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 ??
They definitely trying to push us out and push in their new plans.
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 firstname.lastname@example.org with your account information.
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
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?!?!
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.
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.
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.
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.
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."
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:
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/
Step one would be to verify that the website is indeed up and functioning. How?
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
Clk START, clk RUN ..type in CMD, then hit enter:
at the prompt ">" copy and past this:
#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.
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 email@example.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.
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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