Yes, I've just written to exede listens and viasatlistens... but would love to hear from other people who've gone through this experience too. Are there many of us?
In late October, we moved to a different building at this same
address and called in to get
our Exede 150gb Freedom Silver Plan moved. The
Viasat customer service rep said she could save us $200 by ordering up a
new Silver plan account for us that would be exactly the same as what
we had now, just at the new address only it would cost a $60 credit
check and require a new 24 month contract. I asked her specifically if
it would be the very same amount of data, 150GB and she said Yes, 100%
the same and that I was going from a Silver Plan to a Silver Plan. So I
authorized starting up a new plan that would be exactly the same, at
the new building instead of moving it. When she did the 'listen to this
spiel so we know you are approving this change', I even made sure to
say that it was understood that we were moving to EXACTLY THE SAME PLAN
with 150GB that we had before and that I'd still be getting 150GB at the new location.
The new dish and modem were installed and looked exactly like the old
modem and dish, so all good so far. Family descended and Thanksgiving
happened so we weren't online much but everything slowed down about 3/4s
of the way through the month. I thought it was odd, but was busy with
cousins so put it off. Then December with more family and again it
slowed down, so put it off until after Xmas. Then I went online to look
at our account and it turns out that the 'same' Silver Plan she gave us
was anything BUT. Now, for the same price, we had a lousy 60GB instead
of 150GB. We'd been actively lied to. Viasat had Bait and Switched
So I called. The first tech said there was nothing to do because that plan wasn't offered any more.
The second tech said there was nothing to do, ...
so I asked for a Supervisor. The Supervisor, when I said HughesNet was crap and never wanted to go back to them but that this was a huge problem, laughed, said that indeed there was a note that we had been wrongly disconnected from our old plan and after getting an approval from Corporate, said she could get Tech to put us back on the Freedom Plan's beam but that it might be slower than what we had here (that's fine!) would take a little while and would adjust our billing to reflect the change. I believe she gave us an access code to follow up on in case there were problems. Our billing went right back to our old $110.77 (turns out there was a 'bonus' that expired, but I assumed it was her work getting us back to normal) and we figured it was underway. A month goes by and there's no bandwidth change so I call in again and...
The tech said there was nothing to do, but "maybe if I was still on the same old account they could do something but I'm not", submits a request to Corporate and is denied.
So I call back and ask for a supervisor who tells me that there is no record of the first Supervisor ever touching the account, there's no 234530 access code anywhere, will not tell me if there's a note saying we were wrongly disconnected, just mentions the one corporate denial and that there's nothing in their plans that will let them give me back the 150GB, but that, even though Viasat lied to me TWICE now, Viasat/Exede is willing to have me pay even more for a third less bandwidth if I wanted.
I do not want.
I want what Viasat promised back in October, my same service levels. 150GB for $110.77 a month.
Anyone have any good advice beyond 'never believe the Viasat rep on the phone?'