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Exede Internet FAQ

What kind of speeds does Exede offer?

We have two Exede services available, depending on where you live.

12 Mbps Service

12 Mbps download / 3 Mbps upload service in the areas covered by our ViaSat-1 satellite.

5 Mbps Service

12 Mbps download / 3 Mbps upload service in the areas covered by our ViaSat-1 satellite.

I have no idea how much data I need. How do I choose an Exede plan?

We can help. We built a tool to help you select the plan that’s right for your needs.

What’s a data allowance?

Good question! For more information, read our FAQ about data allowances.

Will my Exede service work with a wireless router?

Yes and we recommend putting one in place. A wireless router will allow you to create a home network with your Exede service. This will let you share the service wirelessly with your computer and other devices, such as tablets and smart phones. More detail about routers and home networks can be found here.

Can I use VoIP (internet phone) on the Exede service?

Yes. In fact, we offer just such a service with Exede Voice, which is optimized specifically for our network and includes unlimited local and long-distance calling in the U.S. and Canada. Learn lots more on the Exede Voice web pages.

Other VoIP services usually work fine with Exede, but you’ll likely see better results with Exede Voice. Plus, calls don’t count toward your data allowance as they would with other VoIP services.

What’s the installation process like?

A certified professional technician installs equipment and activates the Exede Internet service at your chosen location. The satellite mini-dish is about 30 inches wide x 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 a short cable. Installations typically take 2-3 hours. Learn more about the installation process.

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 properly made .

Will my Homeowners Association allow the Exede dish?

The Exede dish is governed by the FCC Over-the-Air Reception Devices Rule. This means it has the same classification as other residential dishes —such as satellite television dishes — and can be mounted on your home. However, you should still check with your landlord or HOA for specific rules and covenants that may prevent or limit dish installations.

Who is ViaSat?

ViaSat is the company that brings you Exede internet, as well as in-flight Wi-Fi on airplanes, including Jet Blue and United. The company was founded in California in 1986, and its three founders are still involved with the business. Today, ViaSat has over 3,000 employees and is dedicated to bringing the best internet service to consumers in all corners of the US.

Can I be an Exede dealer or installer?

Yes, if you qualify. Click here to learn more.

Does ViaSat offer a limited warranty on equipment?

Yes. All installations carry a limited 90-day service labor warranty, effective from the original service activation date. We also offer a limited equipment warranty as long as the equipment lease fee is current. The limited equipment warranty DOES NOT cover damage to the equipment caused by the customer or other incidents like weather damage, natural disasters, etc.. Click here for more detailed information.

Can I receive a refund for returning a purchased Exede modem?

No, we do not buy back modems.

Are there any cancellation fees?

Yes. If you disconnect your service before the end of your 24-month minimum service term, you may be charged an early termination fee (ETF), according to the chart below.

Does ViaSat offer a service for mobile vehicles?

We currently do not offer a broadband service for RVs, boats, service vehicles, etc. Exede Internet service requires a stationary, fixed installation at your home.

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 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.

Although our latency is greater than on cable and DSL networks, it’s not enough to make a big difference in most uses of the Internet. (Exceptions can be certain games and VPN services — see below.)

Can I use a VPN (virtual private network) on the Exede service?

Virtual Private Networks (‘VPNs’) and other remote computer access software such as that used to connect business servers to at-home workers may be very slow with Exede Internet. Some VPNs may not work at all. Other “SSL”-based VPNs may work just fine. A great way to find out is to take your VPN-equipped laptop to a local dealer and test it out. Find local dealers here

What about gaming with Exede satellite internet service?

The performance of some games is very poor, and some may not work at all. Read this Help Center article for more on gaming.

Data Allowance FAQ

What is the Exede Data Allowance Policy?

All Exede Internet plans come with our fastest speeds available in your area. The main difference between the plans is how data usage is managed. Exede Classic and Essential plans have set monthly amounts of data you can use every month, and that’s your data allowance. Other plans manage data a little differently. Find your plan in the FAQs below to learn more. You can find the official policy document covering data allowances (Data Allowance Policy or Bandwidth Usage Policy) on the legal documents page.

What happens if I go over my data allowance?

It depends on which plan you’re on.

  • Classic & Essential Plans: If your total data usage exceeds the data allowance, we may significantly slow and/or restrict your service until the end of your monthly billing period. At the end of each monthly billing period, your data usage meter resets to zero and you can use your full data allowance again.
  • Evolution Plans: These plans have unlimited email and webpage access, so these functions are always provided at our regular speeds. If you go over your “everything else” data allowance, your service for those “other” activities will be significantly slowed and/or restricted until your new monthly billing period begins. At that point your “everything else” speeds will be back to normal. Learn more about the Evolution Plan.
  • Freedom Plans: If you use greater than 150 GB of monthly data, you will experience reduced speeds until the end of your monthly billing period, and you may be asked to reduce your monthly usage below 150 GB or transition to another service plan, per the Bandwidth Usage Policy. Learn more about the Freedom plan.
  • Liberty Plans: These plans work very different than the others, since you get the Liberty Pass if you go over your Priority Data allowance. The Liberty Pass allows you to use more data at download speeds of 1 to 5 Mbps, even after your Priority Data is exhausted. Learn more about the Liberty plans.
How is my data usage measured?

Starting on the first day of your monthly billing period, all uploaded and downloaded data you use is measured and counts toward your data allowance, unless you have a plan with a Free Zone. Plans with a Free Zone allow you to use your service with unmetered data from midnight to 5 a.m. (Exede Classic plans) or from 3 a.m to 8 a.m. (Exede Evolution and Essential plans). If you have an Evolution plan, webpage and email access does not count against your data limit.

How am I notified that my data usage is getting high?

Under most of our planes, you will receive a courtesy notification email when your usage reaches a certain amount (about 70% for most plans ) 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. You can also always check your data usage on the My.Exede.Net customer portal. Liberty Plan customers get only one notice, when they’ve reached 100% of the data allowance.

Do I get the Free Zone if I’m on a Freedom or Liberty Plan?

No. If you have the Freedom Plan, you have a data threshold of 150 GB you can use 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. With Liberty, the Liberty Pass allows you to use data at download speeds of 1-5 Mbps even if you’ve gone over your Priority Data allowance. See the Legal Documents page for more details about the Bandwidth Usage Policy associated with the Freedom Plan or the Data Allowance Policy associated with the Liberty 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 DISH or another provider may review their current data usage online:

1. Go to the customer portal, MyExede

2. Log in with your username and password. If you’re new to MyExede, read this for tips on getting registered.

3. You’ll see your usage prominently displayed on the dashboard once you’re logged in.

4. For additional information on monitoring your usage, please read our Help Center article about data usage.

What is the data allowance on my plan?

The best way to find this out is log on to My.Exede.Net and look at the Current Data Usage box. It’ll show you how much data you have per month, as well as how much you have left.

How can I get a higher data allowance?

Depending on your location, you may be able to upgrade to a different service plan with a more flexible or larger monthly data allowance. 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. Just log in to the portal for prices.

If I use my full data allowance, is my access restored at regular 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. (Note: Not all plans have the Free Zone.)

What type of usage may cause me to go over my data allowance?

Some activities use more data than others. Here are several examples.

1. Full-length movie downloads

2. Access by others if you have an unsecured wireless router

3. Heavy use of peer-to-peer (P2P) file sharing programs

4. Continuous downloading or viewing streaming media content such as online video and radio

5. Extended use of web cameras

6. Extensive downloading of large applications or files

7. Extensive uploading of home movies, photos, and/or large email attachments

8. Extensive use of online backup services such as Carbonite, Mozy, SOS, iCloud and HP Upline

9. Some kinds of gaming

10. A virus or other malware that’s taken over your computer.

For discussion about these situations, please visit our online community.

Where can I find tips on managing my data

Our Help Center has lots of information on this. Here are a few of the articles that may be useful:

  • What you need to know about your data allowance
  • How to maximize your data
  • Also, the Exede Community Forum has a lot of discussions about this topic, with new information being added all the time.

Step into The Free Zone.

Five hours of unmetered uploads and downloads daily.

If you have an Exede Classic, Evolution or Essential plan, then you get a hall pass for unmetered internet use for five hours daily. Classic plan customers get the Free Zone from midnight to 5 am. Exede Evolution and Essential plan users get it from 3 a.m. to 8 a.m. *Note: Plans not available in all areas.

The Free Zone gives you five hours of unmetered internet to download movies, games, music and software updates. You can upload photo galleries, blog postings and videos, perform online backups, and do a whole lot more. The meter is turned off, so none of your internet activities count toward your monthly data allowance.

How does the Free Zone work?
  • 100% UNMETERED data usage from 12 midnight – 5 a.m. (Classic) or 3 a.m. – 8 a.m. (Evolution or Essential) (per your local time zone).
  • Both DOWNLOAD and UPLOAD usage are unmetered.
  • Regular speeds are restored during the Free Zone. If you have already used up your Data Allowance for the month, you can still use the Free Zone at regular speeds.
Why are we so generous?

When it’s past bedtime or early in the morning, less people are using the internet. With all that open bandwidth, we thought it was silly to not pass it on to you.

Learn more about the Free Zone by reading our Free Zone FAQ.

Do all plans have the Free Zone?

No. Only Classic, Evolution and Essential plans have the Free Zone. If you’re on a Freedom or Liberty plan, you should have plenty of data to get what you need done without a Free Zone.


I already have a DIRECTV satellite dish. Will I need a second dish for Exede?

Yes, a second dish is required because the DIRECTV dish is for television service only. The Exede dish is similar to your DIRECTV dish in size and appearance.

Can I get a single bundled bill for Exede and DIRECTV?

No. You will receive two bills: one from Exede and one from DIRECTV.

How do I pay my Exede bill?

Your Exede service requires a credit card or bank account on file. Each month you are charged automatically for the next month’s service charges. We invoice and charge your credit card or bank account electronically. These charges are separate from your DIRECTV invoice.

Who do I call for issues with my Exede bill or technical support questions?

Help is available through our Customer Care department by calling 877-XXX-XXXX. For DIRECTV-related questions, call DIRECTV customer service at 1-800-531-5000.

Billing FAQ

How can I view my monthly Exede bill?

You can always view your bill online at MyExede. This Help Center article has some more information about viewing your bill.

How do I pay my Exede bill?

It’s pretty simple: You provide us with a form of payment that we’ll automatically charge each month on your billing due date. You can choose to pay with a credit/debit card or a bank account (ACH transfer). Checks are not accepted. You can see your bill, change your payment method and more on the MyExede customer portal.

What if I forgot the username and password to View My Bill?

Just click the “Login Help” link at MyExede for instructions, or Contact Customer Care.

How do I update my payment method?

You can do that at the My.Exede.Net portal. Read this Help Center article if you need more info on how to do this.

Can I get a single bundled bill for Exede and DIRECTV?

No. You will receive two bills: one from Exede and one from DIRECTV.

Who do I contact if I have questions about my bill?

You can contact Customer Care online or give us a call at 999-999-9999.

Security FAQ

We take security very seriously at ViaSat, and we make every effort to ensure our Exede network is secure. Individual customers on our network also have a big role to play in staying safe online, which means using things like strong passwords that you change regularly, firewalls and antivirus software.

Which antivirus software should I use?

There are plenty of good ones out there, but a general rule is one that you pay for will probably be a more robust tool that’s updated more frequently than a free one.

To assist you in keeping your computers and home network safe from viruses and malware, we include a license for F-Secure Security Center for the first 12 months on all Exede plans (it’s $2.99/mo thereafter).

It’s important to protect your computer from viruses, especially because viruses can send and receive data without your permission, which may use your data allowance.

How do I install F-Secure?

Everything you need to know is included in this Help Center article.

What is the Acceptable Use Policy?

The Acceptable Use Policy outlines important requirements regarding permissible and prohibited uses of ViaSat’s Internet service. Some of the prohibited uses have security implications. View the Acceptable Use Policy for Exede on our legal documents page.

Why did I receive a notice about ‘copyright infringement’?

When ViaSat receives notice from a third-party copyright holder that unauthorized copyright usage has been traced to an Exede or WildBlue Internet service user, we notify the subscriber. Unauthorized usage includes downloading or uploading material, such as films or music, owned by another without their consent. Click here for more information on this policy.

Exede Hibernation Plan

If you’re one of the many Americans who splits time between a primary and secondary home or if you have a vacation cabin, you may be interested in the Hibernation Plan for your Exede Internet service. This plan allows you to put your Exede Internet service on hold for a certain period of time while paying a minimal monthly fee to keep your service in place.

How it Works

Once you’ve been an Exede Internet customer for at least one month, you’re eligible for the Hibernation Plan. Under this plan, you can suspend your service for two to six months at a time, for a total of up to six months per calendar year (January-December).Simply call Customer Care at 999-999-9999 and tell them you’d like to switch to the Hibernation Plan. Service will be suspended immediately after your call. When you’re ready to reactivate your full service, call Customer Care on the day you’d like it restored.

Details and Restrictions

Fees: You will be charged a $9.99 monthly fee while you are on the Hibernation Plan. This fee replaces the monthly service fee on your regular Exede Internet plan. You are still responsible for the monthly equipment lease fee (if applicable) and the fees for any other services you may have through ViaSat, such as Exede Voice. If you prepaid your equipment lease fee, the months during which you are on the Hibernation Plan will continue to be applied against your prepaid equipment lease fee.

Minimum Service Term: Your minimum service term continues to run while you are on the Hibernation Plan. For example, if you have 20 months left in your minimum service term when you switch to the Hibernation Plan and you are on the Hibernation Plan for 4 months, you’ll have 16 months left on your minimum service term when you switch back to your regular Exede Internet plan.

Speeds: While you are on the Hibernation Plan, your access to the internet will be blocked. However, if you have Exede Voice, you will continue to be able to make phone calls and you will continue to be charged at the usual monthly rate for your Exede Voice service.

Eligibility: Customers on Exede5, Exede12 and WildBlue Recovery Act plans (customers with the black SurfBeam modem) and who have been under contract for at least 1 month are eligible to use the Hibernation Plan. Customers on Legacy WildBlue plans (customers with the blue SurfBeam modem) are not eligible for the plan.

Terms: You may suspend your service for two to six months at a time, for a maximum of six months in a 12-month calendar year period (Jan.-Dec.).

Read Frequently Asked Questions about the Hibernation Plan.

Need more data? It’s easy with buy more.

What is “Buy More,” and why would I need it?

Buy More gives you the flexibility to purchase more data in 1 GB increments without having to upgrade to a higher data plan. If you’re getting close to your monthly data allowance and don’t want your service to be slowed and/or restricted, Buy More will give you the data you need to stay at regular speeds.

How much does Buy More cost?

The best way to price and buy more data with Buy More is to log on to your MyExede account.

Can I buy data in advance of when I need it?

Yes, but you should only do so when you’re certain you’ll need more data than is provided by your monthly plan. The additional data purchased through Buy More expires when your data measurement cycle resets to zero every month.

When is my monthly measurement reset date?

Your monthly measurement reset date is the same as your monthly billing date. On that day, your data usage is reset to zero and a new measurement period begins. You can find your monthly billing date on your MyExede page.

What’s the difference between using Buy More and upgrading to a higher data plan?

Buy More lets you add data when you occasionally need it. If you’re using all the data provided by your monthly plan on a frequent basis, we encourage you to upgrade to a higher data plan. It’s a better value in the long run.

If I use up all the data in my monthly plan and don’t use Buy More, what happens?

Depending on which plan you’re on, using all the data in your plan before the beginning of your next monthly measurement cycle may result in your service being slowed and/or restricted as specified in the Exede Data Allowance Policy for Classic, Evolution and Liberty plans — or the Bandwidth Usage Policy for Freedom plans. Your service will be fully restored when your monthly measurement period starts again.

Is Buy More automatic?

No. It’s a tool you can choose to use when you need it. You will not receive any additional charges on your regular monthly bill unless you choose to purchase additional GBs of data.


Exede comes out on top for delivering on speed.

Like to get what you pay for? Did you know Exede Internet was identified in an FCC report in 2013 and 2014 as the No. 1 internet provider for delivering on advertised speeds? This independent testing confirmed that Exede consistently delivers at or even above the speeds you pay for.

ViaSat Sets World Record for the Highest Capacity Satellite.

The ViaSat-1 satellite powering Exede Internet service earned a world record as the highest-capacity communications satellite in the world. With 100 times more capacity than a typical Ku-band satellite, ViaSat offers the largest total bandwidth capacity in the U.S. and Canada. Combine that with the company’s innovative ground system and we’re transforming the economics and quality of service offered by satellite internet service.

Exede makes news in Popular Science.

This well-known tech magazine reviewed thousands of new products and innovations for its annual Best of What’s New special issue. Exede was named one of the best of the best.

Exede technology celebrated for innovation.

ViaSat was also recognized as a finalist by the publishers of FierceWireless, FierceTelecom and FierceCable. A judging panel made up of telecommunications professionals evaluated submissions based on technology innovation, financial impact, market validation and end-user customer experience. They picked Exede in the categories of “Last-Mile Innovation” and “Transport Innovation”.

Bronze Winner in the 2013 Edison Awards.

Originally established in 1987 by the American Marketing Association, but an independent organization since 2008, the Edison Award is one of the most prestigious accolades honoring excellence in new product and service development, marketing, design and innovation. It has been given to some of the most innovative products and business leaders in America, including Apple and Tesla. And Exede is honored to join their ranks.

Call or click to get connected with Exede:  877-XXX-XXXX