Unhappy with disconnection process

  • 1
  • Problem
  • Updated 2 years ago
  • (Edited)
Tried  this service for two months and ran out of bandwidth at 30 mb in 3 weeks regardless what they suggested to do. You run out of bandwidth and and your data speed  is also reduced to a point you can't even watch Netflix at a reduced resolution!

You pay $15/mo of unused months but read the contract you need to return the modem AND the transceiver.,  Well the modem is no problem but the transceiver is up 40 feet! The are changing $95 for a service call to do that. The expect a 73 year old man to take apart their equipment at 40'. They don't care about customers, only on picking you pockets.

Everyone, beware, think 2 or 3 times, that sat internet may be a big mistake. Oh, att internet has bandwidth restrictions too ....250 mb...you have a chance in enjoying life here.

You can't disconnect in advance, another trap, got to call the exact date your contract ends.

Their rules are stacked against you!
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John Albano

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  • mad!

Posted 2 years ago

  • 1
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Jim16

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You read the rules and accepted the terms.  If you did not, that is all on you.  It is also not Exedes problem that you go over your data allowance.  You do have SOME responsibilities here.
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Bev, Champion

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Your lack of research and lack of willingness to learn how to manage usage - i.e do not stream in HD EVER and limit other streaming to 1 to 2 hours per week, and failure to read the full contract you signed is not Exede's fault.

They would have happily helped you learn to manage your usage had you asked for such help. We here on the forums would also have assisted you but, you did not ask for help.
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John Albano

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A stupid comment...I did all that stuff...I am at SD quality and read all their suggestions....we watched only 2 net fix in the 3 weeks.
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John Albano

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Well, good for you Jim!
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John Albano

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Yup, I made a BIG mistake...don't want anyone else (future customers) to be stuck.  Yea its all on me!  (happy Jim?)

I used their tool to evaluate my planned usage and it came out to be 20.Then I  made all their suggestions to cut back on data usage and I still ran out at 30 mb in three weeks.

My responsibility is, freedom of speech!  

To tell people of my experience and to have them be aware of the severe limitations of this type of internet. You will experience a horrible life style change.

Also, of the experience of dealing with Customer Service who have their own rules and agenda and expect us to know how to disassemble a transceiver at 40 feet.
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Jim16

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I am very happy with Exede, thanks John.
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Bev, Champion

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Hmm two people in my household, 2 iPhones, 2 Desktops, 1 iPad, DTV Genie system and if we exceed our 30 GB of priority data, it's only by a small bit, and only the last day or two of the billing cycle. Only if I CHOOSE to download a large game or upgrade a computer to Windows 10 does that change for that month but, then I know why I used the data and, I can buy more to keep my higher speeds for a few more days, until my reset date.

Even slowed my service is usable. I can watch YouTube if I need to (only allow that for five mins or less and only if it's a how to for something I must do and need to see how it's done.) I don't do Netflix at home, that's what unlimited mobile data is for, I can watch Netflix when I travel or have to wait an hour or two between appointments on town days.

Each of us checks ONE social media site once a week, we do email, forums, blogs, I play a couple of MMO games, and we keep our devices, drivers and antivirus up to date. Sure a few minutes of video here and there but, NEVER an entire TV episode or movie. That uses too much and, that's what DirecTv or Dish is for.
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phil8656

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30 MB? You must mean GB. FYI I have discovered a simple method for streaming, and saving, videos during the free time (midnight to 5:00 AM). This does NOT involve downloading. Simply start your movie streaming right at midnight then go to bed. By leaving your computer on (sleep is ok AFTER the video is done) AND leaving the browser page open, you can simply back up to the start and it is already loaded on your computer. You can even disconnect, turn off your router, just to be sure it is not using bandwidth.
Of course this can only work if the site does not start another video after the one you want is done. It MUST simply stop at the end.
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Markgc, Champion

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I wouldn't dream of wartching Netflix on a metered internet connection. I find the Netflix dvd service through the mail to be super quick these days.
(Edited)
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Brad, Viasat Employee

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easier way to get most new releases too!
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Brad, Viasat Employee

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Hello John, 

Everything issue you mentioned is all within the terms of your agreement and the expectations of a satellite internet provider such as Exede. There is no hidden agenda with the service or our agents. 

DSL and Cable lead the way in internet providers and what's capable because they are earth based, they can pump unlimited data without any issue and they can expand their network at any time. Unfortunately since that's the type connection most internet users go with, it sort of shaped the internet's behavior a bit. Steaming wasn't nearly as popular 5 years ago but now it's HUGE. It's almost impossible to read a news article without a streaming video playing and more people than ever are leaving TV in favor of streaming services. So those on DSL/Cable sort of get spoiled by comparison. As for people that live outside of DSL/Cable served areas it's extremely unlikely that DSL or Cable will extend to those areas and homes. The cost of doing so is too great (I once sold business accounts for a mega cable company and just hooking a building up across the street was a high 5-6 figure job and going out to a farm or vineyard was even pricier) so if they don't have a return investment on expanding to rural areas via revenue they won't go there at all. 

That's where we come in. We don't rely on ground wires or anything and as a result we can provide a much needed service to these rural communities. The flip-side to that coin is that the satellite providing the service has a limited amount of bandwidth so as a result we enforce data limits. We have worked on making these caps more flexible with our current set up, but we are expanding our capabilities with the launch of ViaSat 2 at the end of the year and we have stellar plans within 2-3 years after that. So we anticipate being able to service more customers, provide faster speeds, introduce plans that might be better suited to accompany streaming. 

I can understand how you may be upset over our policies and data limitations but I will gladly welcome you to email me at exedelistens@viasat.com and we can discuss this one-on-one rather than on the forum.