Why is Liberty 12 plan available in my area to new customers but not to existing ones?

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Garrett

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Posted 3 years ago

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Steve Frederick-VS1/Beam314, Champion

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Liberty 10 is just as good, and $10 a month cheaper. Some areas have different plans offered to entice new customers, but really, once you use the Priority data, you can still do everything while on the Pass, although streaming two or  more movies simultaneously may not work well.
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Garrett

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Steve, thank's for the reply. I've been on the fence about leaving the classic plan and going with the liberty plan. I don't use the LNFZ alot but when I need to update the xbox , a game, windows, the ipad or any other large file, it becomes necessary.
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amymeme

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we just started the Liberty 12 plan after having been a wildblue customer for 9 years.  We are now in the Liberty Pass zone and last night our speeds were .6 - husband needed to watch a presentation and it was impossible.  Very unhappy.
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Diana, Viasat Employee

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Hi amymeme, I'm sorry your husband was not able to watch his presentation.  Here is some information about the Liberty Plans http://help.exede.net/articles/General/What-you-need-to-know-about-Exede-Liberty-Plans

"The Liberty Plans are not unlimited. Heavy users of Liberty Pass may experience slower speeds than lighter users of Liberty Pass. Your speeds on Liberty Pass will vary and in certain situations (such as during evening hours when the network is busy), the speeds may be so slow that your ability to use the internet may be greatly impaired. See the Data Allowance Policy and Network Management Policy for more information.
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Brad, Viasat Employee

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Hi Garrett,

Our plans are different in each area depending on where you live. If you are on a classic plan and Liberty is available you should be able to make the upgrade.
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Brad, Viasat Employee

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Send me an email. Exedelistens@viasat.com I'll take a look and see. Sometimes the exede.com site zipcode look up isn't correct. It's more fluid now but I've seen a few cases where it wasn't accurate. 
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Susie Berry

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I'm sort of in the same boat.  Moved to an area that, at first did not offer Liberty 18 (my old plan), so I had to go with Classic 15.  Had service installed on 1 Sep 16.  On 26 September, noticed that all the Liberty plans were now available, so I tried to update via my Exede account page.  Had no luck with that process -- continually received a processing error.  After 4 chats with reps, 3 open "case" emails and 2 weeks later, still cannot change plan.  In fact, after the 3rd case email, I tried to change plans via my account, and the Liberty plans are mysteriously no longer available.  I'm actually on the phone with my 4th rep trying to get this resolved.  Very unhappy with Exede support.  If I can get Hughsnet to pay the early termination fee, they'll have a new customer.
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Christine Conrad, Champion

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Susie, send an email to the moderators at exedelistens@viasat.com be sure to include your account number and a phone number, and explain what you have tried to do. The moderators word directly for ViaSat and can help you.
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Susie Berry

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Christine.  Thanks for the suggestion, however, I've tried this.  I currently have 3 open "cases", 4 different "chats" with reps and several phone calls.  All this, and still no resolution.
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Old Labs (VS1-329-L12FZ)

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If I can get Hughsnet to pay the early termination fee, they'll have a new customer.
Unlikely that will occur but worth a shot I guess, and look before you leap...

See: https://community.myhughesnet.com/hughesnet

Both services suffer many of the same "issues" - it's the nature of the satellite internet beast and the grass may be no more green; however, it may be a matter of which service offers plans better suited to your circumstances.

P.S. You'd probably do better to open your own new post rather than piggy-backing onto a 9 month old one - the moderators may be simply overlooking this older thread particularly since it's been tagged as "answered" - their hands are full with newer active threads. Wes Menzel had a similar issue just yesterday which was handled fairly quickly by posting a new thread.          
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