What happened to the Free Zone?

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  • Updated 2 years ago
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I continue to somehow burn up my 10gigs in about 3 days and go on Liberty Pass and do get about 5Mbps. The biggest problem is that when it gets to midnight and enter the Free Zone, I get little to no internet at all???
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Bill Ackermann

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Posted 2 years ago

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Steve Frederick, Champion

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Bill, there is no Free Zone with the Liberty Plan.
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Old Labs

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There's been some empirical evidence that suggests when you're on Liberty Pass during LNFZ that your "priority" is even less than those who have free zone plans. Most of us still on LNFZ plans are getting slower speeds due to saturation during the early parts of LNFZ -  I would suspect yours are even slower.               
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Diana, Viasat Employee

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Hi Bill,  The Liberty Plans do not have late night free zone. Liberty Pass kicks in when  you are over your Priority Data limit.  When the network isn’t very busy (such as during daytime hours), you can
expect download speeds from 1-5 Mbps when using your Liberty Pass and upload
speed of 1 Mbps. Your precise speeds will vary depending on how much other
traffic is on the network in your geographic area. The heaviest users of
Liberty Pass may experience slower speeds.
 
When traffic is heaviest on the network (usually from about 5
p.m. to 2 a.m.), your Liberty Pass speeds will be much slower than at
other times of the day. For more information on the Liberty Plan and Liberty
Pass,
please visit the following link; http://help.exede.net/articles/General/What-you-need-to-know-about-Exede-Liberty-Plan.  If you have any additional questions please send your account information to exedelistens@viasat.com.
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Jared

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ok so my plan was changed from exede 12 to liberty 10 without consent or knowledge now yall are not wanting to put it back  cause  yall do not offer it ?  please give me the number for corporate office. seems yall can change peoples plans without consent or knowledge and then just take out how much ever money yall like?
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Bill Ackermann

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So, in reality, Exede is selling way more systems than the network can handle, but still charge us even though we have little internet...I see.
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Brian

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Hey Bill,
   I too thought there was a LNFZ ( and probably have the recording of the agent telling me there was but 3-8AM not the old times). No since worrying about that tho because  if I was to a stress every time a viasat - exede person gave me wrong info I would have 0 time left! In fairness I have had some GREAT TS, L2, NOCH and CS agents!

  I also noticed my connection being "burnt up" on the new plan. When I called Tech Support they explained there was no free zone. They informed me that over 1/4 of my usage was Netflix but my son had only watched 1 movie since I changed plans. I expect my issue is web pages having to be reloaded several times before they actually load.

I have been looking for a way to 'verify' my actual usage as it seems on the new plan I am using 1.5 to 3x the data. I have not yet found a good way to verify the usage I have been using WireShark to monitor the traffic. If anyone has a tool or a pointer on a way to monitor usage outside believing Exede it would be much appreciated as I have lost almost all faith in them over they last year and change!

Thanks

Brian P aka Flip1ky

PS perfect example: when I clicked submit:
Server not found

Firefox can't find the server at auth.getsatisfaction.com.

    Check the address for typing errors such as ww.example.com instead of www.example.com
    If you are unable to load any pages, check your computer's network connection.
    If your computer or network is protected by a firewall or proxy, make sure that Firefox is permitted to access the Web.
 I am up to 7 Submits and its yet to actually process...12 now
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Old Labs

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If anyone has a tool or a pointer on a way to monitor usage outside believing Exede it would be much appreciated...
If using Windows 7, 8 or 10 - try the free version of GlassWire. To be effective you have to install it on all Windows boxes - https://www.glasswire.com/

As long as you can live with a rolling 30 day history or don;t need the advanced features, no real need to spring for the paid version. 

Another Windows alternative is Networx - https://www.softperfect.com/products/networx/

Overall, I prefer GlassWire since its user interface makes it fairly easy to visualize and drilldown into what's consuming data on both an application and host web site basis. Switched to GlassWire a couple of months ago and it's helped identify additional background consumers of data that even I wasn't aware of. During that time it's been consistent with usage data reported by ViaSat - GlassWire perhaps a little higher than the ViaSat usage reported (my guess is due to compression algorithms used by Exede's Accelenet client/server technology; although GlassWire does erroneously report some local IPV6 traffic as external it's not enough to make a difference).      

Although Networx allows router monitoring, it's unlikely you have a router that supports the necessary protocols (most consumer routers don't).

Monitoring at the router level isn't a really big concern for me since I tightly control what devices have access to my wireless router - for example, just switched to Dish from DirecTV a couple of weeks ago; during installation the installer asked for my wireless router access password do he could enable a bevy of features that would chew up my data - I told him to forget about it, it's not happening. Simply know and control access to your router through its facilities. However, Exede's usage counts are further confirmed by my router's traffic monitoring features.             

Once you've identified what, it's fairly easy to address any unwanted usage for the most part with any number of operating system, browser, application tweaks. The key is knowing what it is so you know how to address.

Can't offer any non-Windows suggestions...

Most of the tweaks are those already mentioned throughout these posts - setting metered mode on Windows 10, using an ad blocker extension, disabling automatic updates, using a flash/HTML5 video blocker, etc. and GlassWire only serves to confirm why they work; however, GlassWire does have some alerts and a firewall-like feature that can be used to address some pesky rogue behaviors you might also experience. Even has a nice "while you were away" alert informing you what applications were accessing your connection during your absence from the keyboard for extended periods.  

On a Liberty Plan, eliminating unnecessary and unwanted data usage will preserve your priority data. It's not solely recommended for those on hard cap plan; and using an independent traffic monitoring application will allow better stating your case when and if you do encounter Exede usage meter errors.         
(Edited)
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Brian

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Thanks! Trying Glasswire now.
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LorrieL, Champion

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Brian--that LNFZ from 3a-8a is a feature of a nonLiberty plan called the "Essential 10" plan, which exede offered in some areas where the Liberty Pass plans were first offered,  the liberty plans themselves never had a LNFZ.  (actually, Exede's written description of the Liberty plans talks about the Essential plan as a separate kind of plan customers might choose, but they need to update the wording--the Essential plan is not now offered in all the areas that are offering Liberty plans--for example, where I live, only the LIberty plans are being offered--so no plans with any LNFZ are being offered at all.  And Freedom plans have never been available here.)

If you read Exede's online article describing the Liberty plans, they are very open about the slowing of speeds during the 5p-2a times and the fact that just how much the speeds are slowed will vary depending on overall traffic and how heavy a data user you are.

In this article it says "in certain situations, such as during eve hours when the network is busy) the speeds may be so slow that your ability to use the internet may be greatly impaired".  That is a very clear statement.

Elsewhere in the written info it also says of the Liberty Plan:

"If most of your internet usage happens during the evening from 5p to 2am, you may find the benefits of a Liberty plan to be limited".  

this is a very good example of how important it is to read about plans, in detail, before switching. When someone is telling you something verbally over the phone, you may miss some of the points which later will turn out to be important.

 Where I live, anyone switching now from a Classic plan with LNFZ to a Liberty Plan will NOT be able to switch back to a classic plan if they don't like Liberty--no going back to any plans with LNFZ once they switch.  Since I am up late every night and use the LNFZ a lot, that is a very important point for me to be aware of.  My data goes a lot further every month because so much of my usage is during the LNFZ.

For me, the biggest concern about the Liberty plans is that there is no way  to know for sure what kind of speeds are going to be available to Liberty Pass customers during eve hrs...and that could be a problem since that is my time of greatest usage.  So I am staying with my Classic plan for now.
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Jared

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well I was switched to liberty 10 without any consent and so far they have not wanted to correct there mistake as of 1-24-2016
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Brian

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Hey Jared,
Document, Document, Document.... Two fold: One they will have to make it right at some point. Two: if others have issues like I have had this may grow to such a large issue it may become a bit larger. At the very least with proper documentation we can expect to get out money back. I have started looking for an alternative. I dont want to change but feel like I have to start seeing what else might work.
Ubiquiti Networks - Official Site https://www.ubnt.com my  
My latest step was looking at 'competition' from the Exede form 10 filing. If I reach the end of my rope and make a move I will be sure to post what it is and how the new service compares.

Brian P  

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Brian Shackelford

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Jared - 

Exede should be able to provide you with the date / time and the request as well as who authorized the request and how the request was submitted for the change.  I find polite conversation with the live support folks at customer service or the email to exedelistens@viasat.com ususally yields marvelous results.

If someone changed your plan without your authorization, then that constitutes a more serious matter that I am sure Exede will want to investigate to understand how it was made and they I am most certain they will take any corrective actions needed to ensure your issue is resolved.
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Jared

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actually 2 reps have been very rude saying the same thing that I changed it on the site and I am the only one with access to it and I know 100 percent that I did not change anything, that was the whole reason for the initial call 1-18-2016 that showed I was on BOTH plans causeing the conflict.
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Brian Shackelford

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I read the other thread and that certainly seems like a very frustrating situation.  I am not sure how they can fix that, but I am sure that they will do everything they can to make it right.  I know when you call in the reps you speak to all the way up to the supervisors cannot do anything as far as changing plans that are not currently offered in the system.

Probably to fix your issues someone had to change you to one plan or the other and the since the Classic 12 was no longer offered, they could only switch you to the Liberty 10.  Now that being what it may, it should have been done without information you first.

Have a little patience and give the customer service reps here time to go through things.  I would be hopeful they can work with you to find a solution for you.
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Jared

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also moderator Jared has been deleting just about everything I have been posting and not sure what or why
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Brian Shackelford

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I believe it is more about repeat postings of information.  I know you want it resolved, just need to give them some time.  If you gave them a contact phone number to reach you as well as an email, someone should get back to you.

Unfortunately your situation is rather peculiar and it may take them a day or so to dig out what happened and options to correct it.