Your account is now in data restriction???

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  • Updated 4 years ago
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I got an email today that I had used all 15GB data.  When I log in it shows that I have used 10.6GB with 4 days left in my billing period.  Is this some kind of mistake?  Surely I couldn't have used all that data in 1 day?  Also I didn't know about the Gig Giveaway, is there any way to take advantage of that now?  Thanks
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Jackie Ferring Prine

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  • concerned

Posted 4 years ago

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charles mcguire

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CALL THE FCC
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A. Everett Neuman

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CALL THE FDA; Charles!

There is something in the water...

Jackie, You do as Steve Frederick suggested below, they will help you and get you the free 5 Gig's. Mistakes and equipment failures happen. Your issue does not sound right and it will be resolved by the Exede rep's. 

Send the email, let them know the problem.
Everett
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Jackie Ferring Prine

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Thanks Everett.  :)
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RickyP033

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It happened to me too...BUT, I hadn't used mine up yet at the time. Supposedly on/about 15 Nov 2014. Those of us that were paying $50/ $65 (New/Old) customers had 15GB for six months. The "Older" customers were getting 5GB a month...They arbitrarily "upgraded" EVERYONE to 10GB. That left us being downgraded to 10GB too.
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Steve Frederick-VS1/Beam314, Champion

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Jackie, just send an email to exedelistens@viasat.com with your account details and ask for your 5 GB freebie. You can get up to 30 GB under the current program.
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Jackie Ferring Prine

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Thanks Kimberly, that does clear things up.  Just one more quick question.  When does the Giveaway end?  I don't need to use it now but I would hate to miss the opportunity.  :)
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Exede Kimberly

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For now there isn't an end date in site. Once you have personally used up your allotted 30GB, you just won't be eligible anymore.
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Jackie Ferring Prine

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Thanks again Kimberly.  :)
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Exede Kimberly

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My pleasure. (:
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RickyP033

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See my comments above. Be also careful of the "FREE"...although I did get credit "eventually"...it was never supposed to appear OR simultaneously appear as charge/credit. or as "pending" and disappear. for the 3 extra credits I asked for.
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Jackie Ferring Prine

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Thanks Steve.  I appreciate the help.  :)
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thorneo

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You have 30 gig's that you can use in 5 gig sections after the 30 gig total is used up their is no more. so I would use it in an absolute last resort. And you will have to be at 70 + usage before you can have it added. That is what I was told over the phone when I talked to cust service.
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Exede Kimberly

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thorneo, you can add the GB at anytime in your cycle. You have my word on that.
(Edited)
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thorneo

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Well you need to tell that to your outsourced phone cust/tech support... I recorded the phone call. I can provid you proof if needed
(Edited)
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RickyP033

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You're right thormeo. Every rep will tell you different.
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Jackie Ferring Prine

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Thanks to everyone.  :)
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hexe

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Jackie, by all means, DO avail yourself of the free GB--you have to call and specifically request it, BTW, you can't just do it via this forum, or via email--but at the same time, be aware that your experience IS NOT an anomaly! See: https://community.exede.com/exede/topics/data-usage-without-usage.  And then, when you look at that thread, take note of the "Related Conversations" that will show up on the right-hand side of your screen, and you'll see that this has been happening to A LOT of people [myself included], and so far the customer service people, while quite pleasant and eager to be helpful, have not been able to adequately account for why this is occuring. You'll likely be told that your data usage was burned up via the "Media" category of usage, meaning through Netflix, Hulu and the like, but when someone doesn't even have access to such services let alone use them, it's difficult to sell that fish. I am pleased that so far, I'm on track to be within the same amount of usage as I've gone through each month since I first signed on for the service two years ago, and can only hope this was a one-time glitch in the system which won't happen again for a very long time.
(Edited)
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david, Champion

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I've done all mine by email to exedelistens@viasat.com.

I've sent this four months now -

Subject: Bonus Data

Can I get my 5 gigs of bonus data for this month?

Account Number xxxxxxxxx for David Xxxxxx

Thanks
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hexe

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Thanks for letting us know that, David...when I spoke to the tech support person that first night that I got notified that I'd wiped out my alloted amount and he told me about the free GB, he said I had to call each time I needed to request a free 5GB. Guess that wasn't accurate info I was given on that! [shockface]
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RickyP033

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You're ALSO correct hexe and David.. You can not change/upgrade anything without a personal phone call.
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Jackie Ferring Prine

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Thanks hexe.  I didn't realize it was happening to all those people.  I, like you, do not use Netflix, Hulu, etc.  We have 1 laptop and 2 phones.  The phones are set up to use only the cell service.  I did go over once when my kids were all home but I upgraded to the 15GB plan to try and avert that from happening again.  So far things have been good, until this email.  I use the free time to update,etc.  Hopefully they get it all figured out.  I will definitely take advantage of the Giveaway.  I am glad you told me I couldn't do it by email.  That is what I had planned on doing.  I dread the long phone calls.
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david, Champion

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You can do it by email. See my post right above you post. I wouldn't do it if you still have about about 4 gigs to go and only 3 or 4 days to rollover, though. Once you roll over the 5 gigs is gone.
(Edited)
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RickyP033

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See my previous posts too. I HAD  to call... I wanted used mine up. Slowed down to less than 1Mbs; asked for 3 GBs the day BEFORE...got to use maybe 1GB of it when it was gone/renewed about 9pm EDT. (3+ hours) before my date.
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ExedeEmerald

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Hi Jacking Ferring Prine, You can definitely send an email to exedelistens@viasat.com to have the GBs added to your account! Just send an email like the example david showed above and either myself or another mediator can get them added. =) 
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A. Everett Neuman

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Hi Jackie,
Seem s like your crazy reading's have straighten out. If you do see some strange Gig gauge reading again, please let us know.

The information you provide help resolve the problem and the fix can be passed along to the next customer. I do believe Exede will help any customer with any problem. But nothing helps a tech more then actual customer experiences.

Will Exede's service never see a new issue, heck no. The digital age is getting complicated day by day. The only way to protect yourself from computer related errors, is to unplug the box.

If you ever need any help or have a question, just ask. The question you don't ask is the stupid one.

Glad things seem to have worked out OK for you. Enjoy!
Everett

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