Data and Customer Service issues

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  • Updated 5 years ago
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This company is a total joke. 

No customer service solutions. No tech support solutions. With tech support, they simply dust off the problem and blame the customer. 

Here are some canned and scripted excuses that I have received... beware. 

• ' The only explanation as to why you have been using so much data if you have never had this problem must be due to someone on your network hacking your router and using it for peer to peer file sharing ' 

• ' You do know that if you leave your browser window open, even if its only gmail, that you will constantly be using up your data..? ' [ this one had me almost lose my mind ] 

• ' If you're using all of your data and know that you have a secure network, you must be experiencing someone hacking your network from the outside ' 

• ' All of our modems are tested one by one to ensure that they are reading data properly ' Me: Every single one? ' Yep, we test each and every one... ' 

Also, 

"Supervisors" - both general and tech support, are not even close to equipped with tools to help. 

Total Joke. 

Have you experienced these issues? Please chime in... and have fun ! We're canceling our account for sure. 
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Jeremy Mora

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  • Royally Pissed Off

Posted 6 years ago

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ExedeKarmin

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Jeremy,

I'm sorry to hear you are having issues with your service.  I have reached out to you regarding this matter.  I am here to help you resolve your issues.  It seems like you have had a bad experience and I want to change that around for you.  Data is an issue for some of our other customers.  We find ways to maximize data, provide tips, research, and troubleshoot are way to a solution.  If you want to get your issues resolved, please send me an email to exedelistens@viasat.com with your contact information and the best time to reach you. 

Sincerely,

ExedeKarmin
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Jeremy Mora

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A solution would be to recognize that there is something clearly wrong with your service and that you guys are screwing over your customers and NOT creating any actual solutions. In addition, you clearly dont care if your customers just bail. 

LOOK AT THIS:

https://community.exede.com/exede/topics/disappointed-1l8izi

Its clear that several people are having the exact same issue, and that you are providing no actual tech support to help resolve it. 
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ExedeKarmin

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Jeremy,

Every customers situation is different.  We have multiple customers who have data usage concerns. When we reach out and assist each customer on an individual basis, we find that some customers are not aware of all activities that consume data.  That is why we take the time and go over data usage tips and ways to maximize data.  Most families are tech forward, meaning they have multiple devices being used within their home at any given time.  We understand tech savvy familes, that is why we are working on ways to improve our service.  Your own situation is different than that of other customers.  I hope that you will reconsider and allow me to view your account details.  If you change your mind the email address is located in my numerous responses.  Hope to hear from you.  

Sincerely,
ExedeKarmin
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Jeremy Mora

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The only way we dont cancel our account this week is to get a new plan with more than 25gb of data. We are somehow at 75gb right now and have NEVER had this issue. Ive been over this with so many people at your company. If you can get me on to the new freedom plan we'll stay, otherwise, game over. feel free to look at my usage. i know what it is, as ive been over it a ton of times now. none of it makes sense... 

We have never had this issue until now. 
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Bev, Champion

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Most homes, like my own are rather high tech. In addition to computers, there atr tablets, cell phones, MP3 Players, portable video players, Smart TVs, various streaming service boxes, satellite TV boxes, security systems and more that use the internet. I personally don't have all of them but, I did recently add a smart TV and a Genie (DTV whole home devices) so, I'm using a bit more this month. Every BIT adds up and, with metered service, you have to monitor and, control when and what is using data PERIOD.

For me that means disconnecting the smart TV and Genies during the workday, disconnecting the security system when someone is home and awake and, scheduling my computers to only update or download during the LNFZ.
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Barb

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We as customers should not have to do this.  Go around and disconnect or unplug everything and monitor our data usage.  I have been using the internet since 1994, I have never had a data usage problem until I signed up with Exede 3 months ago.  I do not understand, WHY can't every customer have unlimited data?  Who were people with before Exede came into the picture?  Why doesn't DTV have their own internet plans? 
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Steve Frederick-VS1/Beam314, Champion

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Barb, for many of us, living out in the boonies, we had dial up, and the best we got was 21 kbps.  With that, no video, no you tube, most websites would not load, or took up to 4 minutes to load. Sure, they offered this service with no data limits.

In 2008 I moved up to Wildblue, with data limits, and 500 kbps download, sometimes.  When the kids were home from school and the others were using their internet, like 3 pm to 10 pm, speeds dropped to 125 kbps.  In April 2011 I was finally offered Exede, with speeds in excess of 12 Mbps, and 15 GB data limits.  During the few months that followed, Exede was having problems with their data meter, so they were not using it, and then people went wild downloading everything, thus, speeds were often less than 1 Mbps because of the system overloads.  If one chooses to live in the country, there are some trade offs.  Unlimited internet is one sacrifice that we have to make. 

BTW, in the past 6 months I now have a second choice for internet, 4G service with minimum signal levels has now shown up, but the speeds are fairly slow, and the cost is $10 per GB. Not really a sensible option to me.
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Barb

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But WHY are there data limits with satellite internet?
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Steve Frederick-VS1/Beam314, Champion

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Satellites have a limited amount of data that can be handled at any given time. To be fair to all subscribers, there needs to be limits for each user, so that the others still have their access too. It is like a garden hose, flowing fast, until you step on it, or pinch it, then the flow slows down. Hopefully when the new satellite is put into service in 2016, there will be more data allowances available to everyone. The ground providers need only to lay more fiber and the electronic translators that go with it to increase data into an overloaded area, with satellite, it means launching a new satellite. This takes years to develop, test and launch, the last on cost in excess of a half a billion dollars. Be patient, better times are coming, just not real soon.

I am just another customer, happy to have access to high speed internet out in the country, but do look forward to the day when we can have much higher data caps, or even unlimited data.
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Alex, Viasat Corporate Communications

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Good response, Steve. The water analogy works also if you think of a satellite as a tanker truck trying to put out a fire without a hydrant nearby, versus the truck that can hook up to the municipal water supply (cable). The tanker can only hold so much at a time. Our engineers around the company are hard at work on ViaSat-2, slated to launch in mid-2016. Like ViaSat-1, it will be a groundbreaking (spacebreaking?) piece of equipment that will more than double our bandwidth economics and extend service to all 50 states plus Mexico, Central America, the Carribean, and the air and maritime routes between the US and Europe.

In the meantime, we're always working to find ways to do more with our current network to address speed and data. That's where the Evolution and Freedom plans come in. 
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Gayle Willett

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Jeremy: I have had the same result when talking to exede. Yesterday a Michael told me that "exede is only the provider and the customer is the user. It is up to the customer to monitor the usage". I had to somewhat agree, but I was seeking exedes' assistance in determining where the usage was going. They had no answers and indicated that they really didn't care as long as they were getting paid. I am considering going back to a 5 spot where I know what the bill will be each month and never came close to the max amount of usage. IMO, exede has never heard of customer service.
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ExedeKarmin

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Gayle,

When you spoke with a representative, were you provide with your usage traffic categories?  This will help you determine where your data is being consumed.  If these categories were not provided to you, I will be more than willing to share that information with you.  Please send me an email to exedelistens@viasat.com with your contact information and the best time to reach you. Thanks.
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Jeremy Mora

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This is what my post looked like prior to the staff changing my subject line 2 times.

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Alex, Viasat Corporate Communications

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Jeremy, if you've got a problem, we'll do our best to fix it, but we try to keep the subject lines from straying too far afield so they're more easily searchable and are to the point. Adding inflammatory comments is not appropriate and won't be tolerated on this forum. We appreciate your respecting this.
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Jeremy Mora

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Doing your best to fix it would be actually providing a solution. 

"Canned Responses and Horrible Customer Service" is ABSOLUTELY accurate. 
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Patricia Brumley

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I suppose this is what I'll be going thru next. My experience with Exede has been horrible from day one. I was in a desperate situation and had to get internet for online schooling. I'm locked in for 2 years now and am sick about it. I am a brand new customer and I can tell you I will never recommend this company to anyone. In fact I'm sharing my experience with everyone I can. My post will probably be seen by company police and my account mysteriously drained of data!! Good luck to you Jeremy! I share your disgust and infuriation!
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Barb

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Ditto here Patricia.

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