Missed out on Classic plan

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  • Updated 4 years ago
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 I spoke with CS on Thursday, Friday and Saturday because I was trying to decide whether to upgrade to Classic 15 or the rumored Liberty Plan.  It was difficult to find out much about the Liberty plan to make a decision.  Finally, I decided that I would upgrade to Classic 15,  but when I went to the Exede website today, they are only offering the Liberty and Essential plans.  Since then I have found out that Exede Classic was known to be discontinued on Monday on the very days that I was calling in to make a decision.  Had anyone informed me, I would have signed up for the Classic 15 without hesitation before Monday. Now i do not know what to do, but I do know that I no longer have much faith in Exede.
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Toni

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Posted 4 years ago

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Brian Shackelford

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Toni - 

Email the exedelistens@viasat.com and detail this in your email and include your account information.  I had a similar experience when I was debating swtiching from the Classic to the Evolution plans.  When I called in to make the change *poof* Evolution was no longer available in my area.  While they could not put me on the Evolution plan, they did work with me to come to a resolution I could live with, even if it wasn't what I would have liked.

Include dates / times of calls and details of what was discussed each time.  This will help them in coming to a resolution.  Bottom line is I believe both in my case and yours the employees were unable to divulge any information so it is not the front line folks to be blamed in these cases.

I would have rather seen a few days to a month of opportunity for existing subscribers to make changes to their accounts to existing available plans before discontinuing their availability rather than the wholesaile changes to both new and existing customers.  Alas, I do not run or own Exede so it is not my decision to make.

I hope they get you squared away.
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Toni

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Hi Brian,

Yesterday I was away on an emergency, so I did not get a chance to thank you for your thoughtful response. 

It was very much appreciated.

Toni
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Brian Shackelford

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I guess to add to this, what options do I have as an existing customer who goes to search my zip code only to find that there is service available, but only through a dealer.  Does that mean there are no plan changes allowed for me at all even if I wanted to upgrade or downgrade bandwidth or do I have to sign up for a new service account through a local dealer to make any changes?

It is a bit confusing.
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Exede Beau

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Brian, the plan selector tool is primarily for potential new customers, and some of the higher capacity beams are dealer-only sales, so that's where you run into that issue. As Chris mentioned in another thread, we're working on letting you view your plan options within MyExede, but we're not there yet.

It sounds like from your other post that you called in and got the info, but I apologize for the hoops you had to jump through. Send us an email at exedelistens@viasat.com if you ever run into any questions like that in the future and we'll get you the information.
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Brian Shackelford

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If anyone cares, if you do a search and find that it says call your local dealer, you can still call Exede and find out what plans are available for you.  In my case I still have the 3 classic plans as options, but that is it.  We will need to wait for the next big announcement that might be available to those of us in full beams......although I am not holding my breath for too long.  Bring on Viasat 2!
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Exede Beau

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Toni, I'm sorry you missed out on the Classic 15 plan, please do send me an email as Brian suggested and I will see what options we have available. Please include your account and contact information and reference your post here.

Much like a cell phone provider or other ISPs, we generally don't announce our plans and promotions in advance of launch. I understand why in this situation it would have been helpful though, and am sorry it created a problem for you. I look forward to hearing from you.

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