Unhappy internet user

  • 1
  • Problem
  • Updated 6 years ago
  • Acknowledged
Archived and Closed

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Wildblue customer. We have the select plan. My wife and I are in our sixty's. It seem that we are on a thirty day forever cycle. Our data usage for upload it always in the slow mode. My understanding is that it is supposed to reset to zero at the start of each billing cycle. Our download starts in the 50 to 60 % use. I have sent messgaes after message about the resettings but the only answer I get it about the 30 day cycle and they will look into the resetting at new billing cycle. Have never heard back about the resetting of data uses. It seem all you get customer service is all talk and not answer. Will be glad when another provider gets in my area if this is the best customer service.
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Paul W Moore

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Posted 6 years ago

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Starring Matter

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Exede resets on your bill date each month, Wildblue does not.  Wildblue is the 30 day revolving cycle, so, what you used 30 days ago, becomes available to you again tomorrow.  If you used nothing 30 days ago, you get nothing tomorrow, if you used 3gb 30 days ago, you get that 3gb back tomorrow.  I've never been wildblue, but I do recall discussion on the old board that upload and download were (and may still be) reversed on the wildblue meter.  What you are seeing as upload usage, may very well be download usage.
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ExedeKarmin

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Paul,

I will be happy to go over your account details with you.  Please send me an email to wildbluelistens@viasat.com with your telephone number and the best time to call.  Thanks.
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Paul W Moore

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This is your data usage policy for Wildblue. It say that the data usage is reset. It say that the monthly measurement period begins and ends. It does not say that it goes back to what was use for thirty days. Measured the way you say if you use 90% for 30 days that means that it only goes back to 90%.  If you are not going by what your monthly measurement states, I would think it is time for a class action law suit. I know there would be plenty of other customers that would join the suit.

This is what your data usage policy states:

Q: What is my monthly measurement period?

Last updated
March 29,2014
)
Page 3o

A: Your monthly measurement period begins and ends along with your monthly billing
cycle. Each month, on the date your bill is due, we reset your data allowance. You can
find your reset date by going to this website and logging in within your primary
wildblue.net email and password:
https://myaccount.wildblue.net:8443/wbisp/wildblue.ne
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Bev, Champion

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Data resetting is for Excede. Wildblue (legacy) does not reset, it is a 30 day rolling total so that whatever you use today will drop of 31 days from today.

I beleive you are looking at the Excede agreement, not the Wildblue agreement.
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Paul W Moore

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I am not looking at Excede. If you read the reply is states to log in to Wildblue and it will show the reset date. The answer( I believe) does not answer the reply. It states that is just your opinion. If you would look, you could have seen that it was Wildblue and that its reset on start of new billing period.
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Bev, Champion

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http://www.wildblue.com/customers/data-allowance-policy

First section tells you Wildblue is a 30 day rolling total and Excede resets on you billing date.
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Paul W Moore

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It does not say that Excede reset data usage. It states to log into your Wildblue account to see the reset date. Any site you try to look at goes to an Excede site. Please send me the latest data usage policy for Wildblue.
(Edited)
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Exede Kimberly

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Paul,
I can understand how this is confusing with all the details to each brand. I do want to assist you and provide you with the answers you haven't been given. Please send me an email to exedelistens@viasat.com and I'll see what I can do for you. Thank you.
Exede Kimberly

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Jim

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Paul - This link should answer your question.
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Paul W Moore

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Tried that link. Send you to an Exede site. With Error 404 page not found. Why is it when I ask for a copy of the data usage policy all I get is links. Are you having trouble getting the policy too to send?
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Jim

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It works for me on 2 different PCs. Sounds like you may have an issue with your PC. You may also want to try the link in Bev's post above where the URL is spelled out. Good luck.
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ExedeCrystal

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Paul,
I have sent you an email with the correct website to Wildblue's Data Allowance Policy information.
ExedeCrystal
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Paul W Moore

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I tried the website. Got an Exede site and Error 404 page not found. I have had Wildblue for over two years and never went over data usage. Now can not keep from going over. Trying Exede since that it only provider where I live. I believe that is what Customer Service wanted. Upgrade from Wildblue to Exede.
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Jim

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Yeah - It looks like you definitely have a problem with your machine. Write down the URL and try it from someone else's PC if you can and see what happens. There is nothing wrong with the link and I believe it clearly explains the data policies for Wildblue AND Exede.

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