"And to make a point, you have more upset customers than happy ones."

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I doubt that.  I have been more than happy with Exede for the last 7 years, I moved over from Wildblue.  I have had customer service problems also, it has not been a smooth ride all the time.  But this is the best and most appreciated service for those of us that live in the country.  Yelling about poor service will get you nothing in return.  Read your contracts, research your problems with service before going into rant mode.  Most of the customer complaints I have seen are due to a lack of knowledge on the part of the consumer.  Sorry, there's a learning curve here.  I am thankful Exede is here providing me with internet connectivity that I would not have otherwise. 
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Susan Jenulis

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Posted 3 years ago

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Brad, Viasat Employee

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Thank you very much for the kind words Susan. I agree I feel a significant amount of problems customers see might be a result of not fully understanding the capabilities of Exede. Although to be fair some factors can be pulled into that: "Bundle services" with TV namely, Streaming services, Updates that gobble away precious data.

 Either way Myself, Lindsey and Diana as well as our counterparts on the phones here in the corporate office are more than happy to help our customers in any way we can.  It won't always be a smooth ride (see virtually every internet company) but we're here to help out with any bumps you guys may find along the way
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Exede Sux 4 Real

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I am sorry, but I have to laugh at this. I record all my conversations with Exede and all I have is one misleading statement after another. I have been told my problems have been due to Weather, Bad Satellite in Arizona and a myriad of other things. I have been over billed, and quite honestly, I am charged more for 3 days of internet than anyone in this region. Exede is not perfect, none of the Satellite groups are, but from what I read on here and my personal experience, Exede is the worst of the worst. We have fiber optic being run out to all rural areas of our part of the state and when that happens, Exede and their poor service will be a thing of the past. Until then, myself and a few friends are biding our time. I have been with Exede 5 months, have had 3 modems replaced and two photos eyes. For the first time since I have been with them I have had service for over 2 weeks with out it being down. I am on 10gb plan which lasts 2-4 days before I drop to Liberty which is a story in and of itself. Another lie. I am gone from home way more than I am here and turn everything off when I leave. I do not game or download. Yet I eat up 10 gb in 3 days, BULLS.... Exede's competitor, Hughes, is now offering Highspeed, no gaming when your GB runs out 24/7. Since I do not game, I am thinking of switching since Exede has violated their terms of agreement with me multiple times.

Advice for all of you, from day one, record all conversations with Exede, that way when they lie, and they will, you can use it to get out of your contract. All just my opinion of course!!
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James

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yes I have also been lied to many,many times, as well as called a liar when reporting problems. and 99 percent of the people saying they have never had any issues is a bald faced lie and some probly do not even have the service obvesly if they are saying that because, ALL internet has issues (that is life) now if people are to dumb to realize or do not use their service enough to know any better, might not see any difference.
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Brad, Viasat Employee

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Hello Ron,

That's an excessive amount of replacements of our equipment. This isn't how things normally go. Hopefully this last trip fixed the equipment related issues. Now as far as data is concerned, please send us an email to exedelistens@viasat.com. There could be a great deal of things that can cause that, also when you unplug your modem and plug it in a few days later, what happens is it finishes the "report" of data from before it was unplugged. The reporting isn't in real time so that can certainly cause mysterious spikes in data after coming home. But really we can take a look at usage for you to help figure out what's eating all the data. Same to you James, please email us, we'd like to see what we can do to help you guys out.
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Exede Sux 4 Real

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Honestly not interested in the help. Now that you guys are being called out for unethical practices, you wanna fix it. I have been on the phone with your people from all levels for 5 months and other than equipment replacements, nothing fixes the data usage disparity and the ridiculously slow speeds. I have been lied to repeatedly, misled and called a liar. All recorded. Now you guys wanna charge me for service calls when YOUR equipment needs replaced. How the hell does that work? Your equipment fails and I have to pay you to come fix your own equipment?????

I had one of your people tell me that, after a third party tech said your modem was bad, that you guys tested it and it was good. I later found out the modem was still sitting in the property of the 3rd party tech and you guys had not even had it in your possession to look at it. It was a way for you to keep from crediting my account. Now you are saying when I plug my equipment back in it finishes a report. Thats fine and dandy, but doesnt explain using 10GB in 3 days for maybe 10-12 hours of use with nothing but general usage.

Either way, it doesn't matter. Once fiberoptic is run in our area, we will have 15-20 MB speed, unlimited data for $49.99 a month, where as you charge $69.99 for 5-10mb for 3-4 days then less than a MB for the rest of the month with 10GB data usage. Now which service do you think I am going to go with once fiberoptic is available???
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Brad, Viasat Employee

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Ron,

Just offering an extension to help figure out what's going on with data. You don't have to contact me at all, just letting you know since this is an Exede HELP forum I'm offering to do just that: help. 10GB can easily go away in 3-4 days. Windows updates, Streaming, background app updates are just a few culprits to name. 
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Exede Sux 4 Real

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Thank you for your reply Brad. It is appreciated. I agree this is a help forum, but you have to understand, we as customers pay out the nose for substandard speeds and data compared to other companies. I essentially pay you guys $69.99 for 3-4 days of internet at usable speeds. It is outrageous. Like I said, biding our time. Thanks again.
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John Morrissey

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I have Exede in AZ with 10 gb that runs out fast so I upgraded to 15gb $90/mo and run out in 3 weeks. I cannot watch netflicks as that is 2gb per movie. this is horrible!!!!


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Gwalk900, Champion

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 I cannot watch netflicks as that is 2gb per movie. this is horrible!!!!

Log into your Netflix account and reduce your playback resolution to SD or lower.

Streaming video on a capped service has to be done sparingly and at lower data consumption rates.



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Susan Jenulis

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I agree, the SD quality is more than adequate with a third to a quarter of data used in HD.
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david, Champion

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That's the way I feel, If I had fast, unlimited internet, yea I'd watch in HD but as it is SD is plenty good enough.
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John Morrissey

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I cannot watch in any mode as 15 gb doesn't even get me 3 weeks without watching any netflix
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John Gustafson

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My story essentially is relatively good service. Most recently the system went down, actually during a thunderstorm, and never came up. I went through all of the rebooting maneuvers first. No joy there.

 Finally called Customer Service, explained the problem and suggested that since we had a power outage during the storm, it might be EXCEDES electronics.  We had a discussion and the next thing I hear is," well, your signal has been fairly weak for some time and has been slowly degrading."  We need to send a tech out. This was a Friday, I had to leave town but tech showed up on schedule on Monday or Tues, Far quicker than I expected frankly.  Now a possibility was that the lawn guy had knocked the dish.

Turns out the problem was that big trees continue to grow UP. Dish mount was installed probably 10 years ago when we signed up for Wildblue. Dish was set on a ground installation and there was plenty of clearance oven the grove of pines about 100 ft away.

Not any more thank you. Solution was he remounted the dish on the roof of the house in 90+ degree heat. Service hwas immediately  much improved. Yeah, I had to pay for another installation, not EXCEDE's fault. If the new satellite that comes on line and is to the south, I'll be golden, that tree line is about 500 feet away on the other side of the highway so no issues there. All in all, I was impressed with the phone trouble shooting and quite happy with the on ground response.

Another thing is that the phone folks apparently are here in the US and speak with clear diction EVERY TIME have have had to call them over the years. . I had stayed away from Hughes-Net and it's prior and subsequent derivatives because of reports that their customer service was located overseas and while they might be knowledgeable, plowing through  second language diction issues with my poor hearing was not an option I was interested in.
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Brad, Viasat Employee

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Thanks John. While we have global offices, we are proud to say that our agents you speak to on the phone are all in the USA. You'll either be talking to a team in Las Vegas or in Texas when you call and myself and the rest of the corporate team are located in Colorado. 
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James E Besser

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The people in Las Vegas are the best helped me with my phone service when read the numbers off the box  was thought was a number 8 ,He tried letter B bingo my phone,worked        they take there time with you 20 minutes  on my cell phone he typed in B she worked thank you LV
(Edited)
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Jim16

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Unfortunately, this is the downside of forums like this.  This is set-up to help people with issues and 99% of the posts are going to be "bad".  It has the appearance that a lot of customers are having problems.  If you have 6,000 customers posting all their complaints here it would seem the company is falling apart, but that would only represent less than 1% of Exceds subscribers.  The complaints posted here are from an extremely small percentage of customers  and a huge amount of those complaints are not the fault of Exede but the result of computer, wi-fi, phone, data usage..etc. issues because a lot of people have a hard time understanding the equipment they use. Exede gives their customers a lot of information with the Esvt and this is a double edged sword.  The very fact that the company is launching another satellite this year and has another ready for a year or two from now speaks volumes about all the happy paying customers the company has.  You don't spend hundreds of millions of dollars to expand your company if all your customers are pissed and leaving you. This little "rant" I posted won't change most of these peoples minds about Exede because they are mad and nothing will change their attitude towards the company.  But for every bad post there are 10's of thousands of very happy costumers who will never post because they don't need to.
(Edited)
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david, Champion

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That's the problem with a help forum like this. Just about everyone that posts here does so because they have a problem so it looks like EVERYONE has problems. I've had Exede for almost 3 1/2 years and have called help once over 3 years ago. My speeds are still fine.

The vast majority of the problems on here are from three causes. Bad installs, people not locking their systems down to prevent excess date usage and signing a contract for two years without doing any reseach all about what their buying, they just take some salesman's word (whose almost always not an Exede employee) or some combination of these.
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Pool Man

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When I purchased this product 14 months ago, I was told that I would receive 150gb per month, and would never see speeds lower than .1 - 5 mps. Until 3 weeks ago, I never had speeds lower than .1 mps even on Liberty Pass, and it was tolerable.


Since Friday, I have been having speeds at .3 mps continuously. I have talked with at least 8 representatives over the last 2 weeks.
 
They told me everything from faulty equipment, to outages in my area. These liars talked me into buying the service program for $5.99 month for 3 months so a technician can come out, rather than paying $95 for a service call. That turned out to be a scam as well.

 The technician just came out Saturday, and changed the modem. When he left, I was at .3 mps still! He stated that it is not right and they are having problems with the server. I have had .3 speeds since Friday, and cannot even connect at times. He told me to call back Monday if the problem does not resolve.

I just got off the phone with supervisor, and they said it is because I went over my original plan, and that I have data restriction now that I am using Liberty Pass.  Until 3 weeks ago, I never had a problem. Why am I having a problem now???

 Answer:

Because they changed my plan in midstream, or more likely they overbooked their product, with the lies myself and other were told, overburdened the servers, and are too cheap to upgrade, and now we are stuck with dial up speed at $80 a month.

I am calling corporate tomorrow. These liars should not be able to get a way with this old "bait and switch" technique.

They lie, plain and simple.

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Jim16

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Very easy to find the info on all the packages available. You have some responsibility to read the information Exede supplies to EVERYONE.
" What kind of speeds can I expect when I’m using the Liberty Pass?
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.
 
During the times of heaviest usage 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.
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Brad, Viasat Employee

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Jim posted exactly what the case will be. As a corporate employee, what our webpage posts as the expectations is the official stance on our Liberty Pass speeds. It's always been intended to be like this, you might have been lucky where you may have been able to bypass restriction somehow but your description is in line with the Liberty Pass and how it is expected to work. You can always add more priority data or switch to a higher plan if you feel that your current package is running out too quickly
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Mike Otte

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I have had Exede for 17 months and have had minimal outages  for weather . During the last two weeks  it has disconnected me starting every afternoon and lasting after 10PM local.  Works good in the morning. I have called exede and they reset the modem and it works for a little while and quits again.  I have switched routers( one tech told me my router was sending errors). Same problem. 
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Justin

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Corporate Brad, can you explain to the masses why the details of the Liberty Pass are not explicitly explained by the people who sell your product?  Specifically the point that if you use too much data(how much is too much noone knows) you will be intentionally slowed to an unuseable speed of around .2mbps, and how this has nothing to do with traffic but everything to do with punishing those who use too much data.  And I understand its in the fine, fine print of the contract, but I want to fully understand whether it is intentionally not explained in the sale and setup process.
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Brad, Viasat Employee

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Justin, when you use all of your priority data according to your plan you enter Liberty Pass. During this time you will see your speeds vary between 1-5mbps during the daytime and late nights. During primetime hours you will see it lower to the .2mbps speed UNLESS you purchase additional priority data which at that point you are restored to priority data speeds until it's used up again. As for the point of sale and why you felt this wasn't accurately explained, this is likely an opportunity we should explore with our sales team. Some customers call in and they may not know what a GB is, others just want us to take a payment and put the dish up, others just want to know if they can read email or watch YouTube. Different people have different questions and concerns so what's important for one person is just jargon to another. We publically post the Liberty Plan and the speeds to expect on our webpage. We also post how Exede has a high ping rate and may not be ideal for games, data limits, and endless articles on data consumption prevention tips. Not hiding anything at all. We're not intentionally avoiding discussing this with customers at all. 
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Justin

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With all due respect Brad, after a quick glance at the forum its pretty clear that the fact that heavy users of data while in Liberty Pass mode will have their speed crippled, is routinely not discussed by the sales team.  Trust me i understand it now, i've seen the explanation copied and pasted ad nauseum, but the point is that the sales team misleads people into this plan and service by leaving out critical facts about how it works.  Saying all the information is out there is convenient, but the sales practices in my opinion, are unethical.  
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Exede Sux 4 Real

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Justin, you are 100% correct. I recorded my conversation with sales rep and asked very specific questions about speed and data. I asked specifically about speeds in Liberty plan and was told the speeds would not drop below 1mb and also told they do not let more people on in each area to keep speeds from lagging. NEVER, not once was I told about peak use times, and I asked, I was never told your speeds would be dropped to .2 or .3 during peak times. I have it recorded. 100% lies. They tell you everything you wanna hear to hook you then drop the bomb on you. I have not used anything other than general browsing since my data renew on 20th. It is 23rd and my data is already 80% gone. 3 Days, virtually no usage. Smoke and mirrors and bait and switch. Wont be long we will finally have fiber optic. $20 less a month for 15-20mb speed and unlimited data. Which would you choose? Internet for 3-4 days with exede or unlimited for entire month at 15-20 mb speed?
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Jim16

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I had an issue with my AppleTV not working well at all in my bedroom upstairs.  It would take forever to connect to Netflix.  I even added an extender router upstairs to try and help, didn't do much.  Decided to run an Ethernet cable from my wi-fi router to the AppleTV.  It now works perfectly.  I ran another Ethernet cable to my desktop in the other room and it also has a much better connection. The run lengths of the cables are 150 feet and 50 feet.  If this can be done, I would highly recommend it.  The cables were very cheap.   https://www.firefold.com/cat5e-patch-cables-nonbooted
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Susan Jenulis

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Hi Jim,  I've also experienced connectivity streaming problems.  Found out the internal router on the new wifi modem is very weak, will not go through walls. So I reconnected my airport router and "wallah" great streaming through walls.  I can switch back and forth between the two routers and find the internal router is just not up to what my airport extreme can do.  I did this without any customer assistance, and I'm not a techie.  I'm a 71 year old retired "backwoods" kind of person and I still appreciate the ability to stream when the nearest gas station is an hour away.  Thank you exede.  And thanks to you Jim for sharing that, it should help others.
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Jim16

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I have a sneaky feeling a lot of issues stem from wi-fi router issues.
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Susan Jenulis

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yep, there's no substitution for the need of the consumer to do a little homework here and see if they can fix it at home.  It helps if you're retired and have the time.  I think that I too might be quite angry and exasperated to come home after a long day at work and find my internet is not working correctly.  Been there, done that.  :)
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Pool Man

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Running the cable directly to the streaming device will do no good if the incoming signal is only .2 mps. It is Excede not  your set up. I was told this today by corporate.
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Jim16

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I stay within my priority data so I have no issues.  This is not unlimited internet service.  No free lunch here.