Frequently Asked Questions about Viasat Internet (formerly Exede)
What is the Viasat Data Allowance Policy?
All Viasat Internet plans come with our fastest speeds available in your area. The only difference between the plans is the amount of data you can use every month, your data allowance. View the official policy document here.
How is my data usage measured?
Starting on the first day of your monthly billing period, all uploaded and downloaded data you use counts toward your data allowance, except from midnight to 5 a.m. (Classic plans) or 3 a.m to 8 a.m. (Evolution) or 3 to 6 a.m (Liberty 12, 25 and 50). That’s the Free Zone, when usage is unmetered and does not count toward your allowance. This is a great time to schedule larger downloads like movies, software updates and cloud backups.
How am I notified that my data usage is getting high?
You will receive a courtesy notification email when your usage reaches 70% of your data allowance in a monthly measurement period. We will send a second email alerting you when you’ve reached 100% of your data allowance.
What happens if I go over my data allowance?
If your total data usage exceeds the data allowance, we may significantly slow and/or restrict your service until the end of your monthly measurement period. At the end of each monthly measurement period, your data usage meter resets to zero and you can use your full data allowance again. If your service has been slowed and/or restricted due to excessive use, it will be restored.
Do I get the Free Zone if I’m on the Freedom plan?
No, you don’t need it. If you have the Freedom Plan, you get virtually unlimited data without a strict data allowance during all hours of the day and night. That means you don’t need to wait until the wee hours to download movies, music and other big files. For more details, please see the Bandwidth Usage Policy associated with the Freedom plan.
How do I keep track of how much data I’m using?
We encourage you to monitor your usage. Customers who receive their Exede Internet bill directly from us and not through another provider such as DISH or a local telephone or electric company, may review their current data usage online:
- Go to the customer portal, account.viasat.com. Viasat business and WildBlue subscribers will access their account billing and usage information here.
- Log in with your username and password.
- You’ll see your usage prominently displayed on the dashboard once you’re logged in.
- For additional information on monitoring your usage, please read our Help Center article about data usage.
Does the data usage measure operate in real time?
No, usage records are sent from the modem in 15-minute intervals. So even if you unplug your modem prior to the reporting interval, the retained usage records will be sent once the modem is plugged back in, which can make it appear as if usage was incurred while the modem was unplugged.
What if I receive my service through another provider?
Review the policy from the company that sends your monthly service bill. Please note that these policies may be called the “Fair Access Policy” rather than the “Data Allowance Policy.”
Does WildBlue have the same Data Allowance Policy as Viasat?
No, the WildBlue service is measured using a different data allowance policy.
What are my Data Allowance Policy usage thresholds?
- Your download and upload data usage is combined.
- If you are a WildBlue Recovery Act Program subscriber, your data allowance shall be as stated in the Recovery Act Addendum to your Customer Agreement.
- Evolution and Freedom have a different kind of data plan; see below for more or call 1-866-989-3105 for details.
How can I get a higher data allowance?
- If you currently have the Evolution, 10 GB or 15 GB service plan, you may upgrade to a different service plan which provides a larger monthly data allowance. There may be some other options depending on where you live; contact Customer Care for more information.
- If you occasionally need more data in a single month, our Buy More feature gives you the flexibility to purchase more data in 1 GB increments for $9.99 per GB. Call 1-866-989-3105 for details.
If I use my full data allowance, is my access restored at full speed during the Free Zone?
Yes, your speeds and access will return to normal during the Free Zone, even if you have no data allowance remaining during your billing cycle.
What are my data allowances with Evolution?
Evolution gives you unlimited access to web pages and email, with some restrictions. It also has a 5GB data allowance for everything else, such as video, music streaming, downloads and more.
What are my data allowances with Freedom?
There is no data allowance. Customers who use greater than 150 GBs of data during their monthly billing period may be contacted and given the option to reduce their usage or transition to another service plan per the Bandwidth Usage Policy. Service is for residential and non-commercial use only.
What type of usage may cause me to exceed my data allowance?
Some activities use more data than others. Here are a few examples.
- Full-length movie downloads
- Access by others if you have an unsecured wireless router
- Heavy use of peer-to-peer (P2P) file sharing programs
- Continuous downloading or viewing streaming media content such as online video and radio
- Extended use of web cameras
- Extensive downloading of large applications or files
- Extensive uploading of home movies, photos, and/or large email attachments
- Extensive use of online backup services such as Carbonite, Mozy, SOS, iCloud and HP Upline.
- Some kinds of gaming
For discussion about these situations, please visit our online community.
What kind of speeds does Viasat offer?
We have two Viasat services available, depending on your region.
Exede12: a 12 Mbps downstream / 3 Mbps upstream service in the regions covered by our new ViaSat-1 satellite. That’s 8 out of 10 households in the U.S.
Exede5: a 5 Mbps downstream / 1 Mbps upstream service for most of the rest of the nation.
I have no idea how much data I need. How do I choose an Exede plan?
We can help. Call 1-866-989-3105 and we will assist you with your data requirements.
Do I get the highest speed available no matter which plan I buy?
Yes. We believe that you should not have to pay extra in order to get the highest speed we offer.
How can you offer such fast speeds? Isn’t satellite internet supposed to be really slow?
Viasat high speed Internet is the culmination of a process that began in 2008 when ViaSat started construction on its next-generation satellite, ViaSat-1. In early 2018, ViaSat-2 will go into service. This technology delivers the most significant capacity leap in the history of satellite technology.
What about latency?
The reason older versions of satellite internet service were slow had more to do with the
technology available at the time than latency. Our satellites are in orbit a bit more than 22,000 miles
above the Earth, but the speed of light is approximately 186,282 miles per second. So while there is a
tiny bit of latency, it’s not enough to make a big difference in most uses of the internet.
Our new service incorporates groundbreaking web acceleration technology which dramatically speeds up page load times, minimizing the effect of latency. So in addition to the much higher speeds enabled by our high capacity satellite, you will experience a much faster, more responsive web browsing experience.
Can I use VoIP (Internet phone) on the Viasat service?
Yes. We offer Voice, which is optimized specifically for our network and includes unlimited local and long-distance calling in the U.S. and Canada. See the Voice page for details. Other VoIP services usually work fine with Viasat, but you’ll likely see much better results with Voice. Plus, calls don’t count toward your data allowance as they would with other VoIP services.
Can I use VPN (virtual private network) on the Viasat service?
Virtual Private Networks (‘VPN’) and other remote computer access software such as those used to connect business servers to at-home workers may be very slow with Viasat Internet. Some VPNs may not work at all.
What about gaming with Viasat satellite internet service?
The performance of some games is very poor and some may not work at all. Contact your game provider for information on how latency affects your particular game experience.
What’s the installation process like?
A certified professional installer quickly and efficiently installs equipment and activates the Viasat Internet service at your chosen location. The satellite mini-dish is about 30 inches wide by 28 inches high and can be easily mounted on a roof, outside wall or in the ground. A cable from the dish connects to the modem which connects to your computer via an Ethernet connection.
Can I install my own dish?
No, installation requires an installation professional to make sure that the dish is pointed at the satellite accurately and to verify that all connections are made properly.
Will my Home Owners Association allow mounting the Viasat dish?
The Viasat dish comes under the FCC Over-the-Air Reception Devices Rule. This means it has the same classification as other residential dishes like satellite television and is legally permissible for mounting on your home. As always, please check with your HOA for specific rules and covenants.
I’m a current WildBlue customer. Can I get Viasat service?
Absolutely. As a valued current customer, we want you to experience the super-fast speeds of Viasat Internet. The upgrade will require a brand new satellite dish and modem which will be installed and configured by a certified technician. We may be able to use the existing wiring and bracket for the satellite dish outside your home. The new service does require a new 24-month contract to get started, but there is usually no fee for upgrading. Please call us at 1-866-989-3105 so we can fill you in on all the details.
What if I choose to stay with my current WildBlue service?
We remain dedicated to providing high quality service to customers who wish to continue their WildBlue service. In fact, since the launch of Viasat Internet, we have implemented technology upgrades for WildBlue customers that have resulted in much faster speeds.
Who is ViaSat?
ViaSat is the company delivering both the existing WildBlue service and the new Exede service. ViaSat is an innovator and leader in the satellite industry, providing in-flight WiFi on commercial airlines and other products and services for consumers, businesses, the U.S. military, and the U.S. government. For more information, please call 1-866-989-3105.