Unhappy with service

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  • Updated 3 years ago
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Interesting how after my six months I was offered to upgrade to Unlimited usage then never able to enter my account and suddenly my plan with Free hours from 12m-6am....becomes 12 to 3 and I can use only 20 gigs at MORE than my original billing called for. Now I am over and had to buy 3 gigs for 29.95.........and no unlimited offered......While I was told that my data could be cleared for free once......it was not........If there were another option in my area I would take it in a heartbeat. I will suffer this BULL until I can get a LOCAL service at Reasonable price.....It should only be a year.........Although I wonder why the Freedom Plan is no longer available.....with the type of customer service I have received I would have problems considering switching to that Plan even if it were offered to me again.........
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Evan Burcell

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Posted 3 years ago

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Diana, Viasat Employee

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Hi Evan,  We can take a look at your account and make sure eveything is as it shoudl be.  Please send your account and contact information to exedelistens@viasat.com.
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Evan Burcell

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Diana....I have e-mails....which are admissible in court that my plan is 89.99 a month....40 gig cap...6mths of unlimited with the option to move to the Freedom plan at the end of that time....an e-mail dated less than a month ago that states my 6 months is 'about up' and offers me the option of the freedom plan again.....The only thing I will accept as 'everything as it should be' is a (now) free upgrade to the Freedom plan....try screwing me again and I will see your company in court......my plan is now 20 Gig capped and I just had to spend 29.95 FOR TEN  GIGS MORE. This is ridiculous and I doubt seriously if you CAN straighten it out without getting fired. I am staying with this only because my ONLY other option is a Local cable company that is even more of a rip off than you guys are.....rest assured that ANY more shenanigans WILL be met with Legal Action....and I will have EVERY phone call I have had to make to get into my account Subpoenaed.....is this clear enough? 
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Diana, Viasat Employee

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Evan,  I want to work with you one-on-one to help you resolve  your issue. I have looked for emails sent to Viasat and I cannot locate any.  What email address did you send them?  Please send one to exedelistens@viasat .com  Thanks so much and I look forward to work with you.
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Deborah Jelley

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Evan I certainly feel your pain.  I have been a customer for 30 days and I am now looking for another provider.  First issue with this provider is when I called to obtain service the woman told me it would only be $39.99 per month which was a lie.  Second she told me I could browse the internet and it would not eat my data.  She told me the only way it would eat my data was if I was a gamer or I downloaded music which again was a lie.  She also failed to tell me that I would have to buy a modem.  I signed up for 10GB and thought I was getting a deal.  Right in the middle of the month I was already at 10GB and could not really work from home since the internet was sooo slow.  I called and could not figure out why I had gone through my allowance so quickly since I do not shop online, I do not game, I do not download music, etc.  They could not tell me why so I had to go up to the next plan which was 15GB at $79.99 a month.  I am now 4 days away from a new cycle and again I am almost at the limit.  Again there is no reason as I cannot even enjoy Netflix unless I want to get up after 12am and watch it because its free...really???  This is ridiculous.  When I asked if they had an unlimited usage plan I was told there was and it was for 150GB of data and it would be $100.00 per month.  So you mean to tell me that I am paying $80.00 for 15 when for $20.00 more, I could have 150?????  Sign me up.  Yah....no.  Of course that is not available in my area.  Are you kidding me??  It comes over a satellite so how is this not available?  In summary this is a rip off.  The service is slow, costly and unreliable.  I am tired of lies, half truths and the draining of my pocketbook so I am on the hunt for a better provider.  Good Luck Evan as I hope you will receive what you need.  As for me, I am going to be spreading the word through all social media and word of mouth about my experience because I want to warn the next person before it's too late.
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Exede Lindsey

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Hi Deborah,

I’m truly sorry for the invalid information it appears you were given by sales rep concerning your Exede service and how it works, data wise. Data can be consumed quickly if not watched closely depending on your data consumption categories which could be: Media, Social Networking, Marketplaces, Gaming, or Storage. The number of devices on your home network also has an impact on usage as well, anytime you use your internet your using data. Please send us your account and contact information so we can address this situation and help out as much as possible. Thank you. 
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Jim, Champion

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Deborah, I am sorry for the frustration you are going through. It sounds like a sales person misled you either by failing to give full disclosure or possibly even lying to you. It  happens in every business. However you must take some responsibility for not doing your homework. This is a big investment to go into on one sales person's word. You also need to educate yourself about data usage. Bandwidth limitations are the big downside to satellite internet. I doubt if you had to buy a modem. The modem and other equipment are always leased. You are right satellite internet will never satisfy customers who want to watch a lot of video or do a lot of gaming. I hope you can either learn to live within the limitations of satellite internet or find something that meets your needs better. Also, be sure you know who deserves your angst. Most likely it is the sales person/dealer and not the Exede product. I think you will find the mods on here to be very helpful if you give them a chance.
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Deborah Jelley

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Jim I had to purchase a modem.  It is not leased...
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Knight Rider

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Are you talking about your wireless router that you bought? There's a big difference between a modem and router and there are no wireless satellite modems. Only modem you can use is the surfbeam2 modem provide by Exede. Routers on the other had you can buy Amy wireless router you want and it will work fine and that you do have to buy Exede don't provide them.
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Jim, Champion

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Deborah - Look at your receipt. I bet you bought a router. No one else sells ViaSat modems. If you bought a modem it is not an Exede modem and will not work with Exede.
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Clive Westwood

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if people would think and not worry about others using the perfect terminology she may get the help she needs...from what she said I had to think about what she meant and yes its a wireless  router but the name is not as important as the bullshit she is either lying about or someone told her...me? I dont think she is lying so something else must be going on other than the wrong word being used...I could careless if its a  router or a modem ..what I care about is the customer service..I am looking for service and if this is what I can expect then I may keep looking..everyone is not spending their life with electronics like some of us and sometimes people need to think of that first before they start running a school on the names of computer equipment..
 



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Deborah Jelley

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Thank you Clive. Finally someone with some sense ;)
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david, Champion

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It matters because the modem is Exede's problem, your router is your problem.
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Diana, Viasat Employee

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Hi Clive, If we do not have the correct information, the answer
will not be correct and can cause more issues that not. Probing is vital, so we
can provide a one issue resolution rather than creating another issue!
 We want to make sure that we do everything possible to provide an
amazing customer service experience here at ViaSat.  There is a major
difference between a modem and a router as Knight Rider said.
(Edited)
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Deborah Jelley

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You people are a trip. Who cares whether it was a router or a modem that wasn't the issue. The problem is the service is horrible, it's over priced, your sales people are a joke as is your customer service. I have been lied to him multiple times so trust me it really isn't a matter of a modem or router.
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Knight Rider

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If you would take the time to send the email Diana or Lindsey would be more then happy to review your information give you a call and discuss what options they have for you to correct your issues.
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Deborah Jelley

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Wrong. Satellite internet is a RIP OFF. its expensive and that is MY opinion.
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Jim, Champion

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Until you learn the difference between a modem and a router your opinion isn't worth much.
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Deborah Jelley

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Neither is yours so be gone before someone drops a house on you.
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Old Labs (VS1-329-L12FZ)

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Keep an open mind and once the storm passes you may just find everything is in living technicolor.

Satellite internet is typically a last resort for those having no other viable options available and requires some effort to get usage under control - you're not in Kansas anymore. You'll find any number of people here willing to provide specific information that can help in that area (including Jim who is a reputable resource in his own right having a bigger hammer at his disposal) and yes most assuredly your router vs. modem can be a culprit when it comes to data usage. But typically, excess usage can be attributed to web sites consuming your data in the background without your knowledge (for example videos ay be buffering in the background even though you don't "watch" them) and there are ways to prevent that from occurring.    
 
But that's not your chief complaint and your sales and support experiences are typical of the overall IT landscape - all of us have been there in some fashion not necessarily IT related. Dealing with an actual ViaSat employee (one of the moderators at exedelistens@viasat.com) directly may yield some relief there.

If you have another viable option take it, however, I suspect you were also not informed of the stiff penalty associated with early termination of a 24 month contract.

Now if you'll excuse me, I sense a house coming my way... and need to get out of Dodge. Thankfully it doesn't appear to be a cow or a combine...       
(Edited)

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