Trouble with VPN

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  • Updated 2 years ago
  • (Edited)
Exede is the most despicable lying cheating company for Internet. Their agents lie and tell you VPN is no problem. I work from home and log in through VPn and it does not work. Their agent put my email address as "high cloud.com" must have been smoking something good that day. I never got my contract had to pay for new device to access VPN. Now they say they are sorry but can't waive early termination even after admitting their agent misdirected and mislead me. DO NOT GET SERVICE WITH THEM IF YOU USE VPN FOR ANYTHING IT DOESNT WORK
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barbie smith

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Posted 2 years ago

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Steve Frederick-VS1/Beam314, Champion

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Most VPNs work just fine with Exede. We use it all the time. However, some corporations do create problems for their employees because they have their VPN set up to block any users who have a high latency. Satellite internet has a latency of 730 to 850 milliseconds, and that is the problem.

I  have been using Exede for greater than 4 years, and have no complaints with them. Prior to that, I was with Wildblue for 4 years.
(Edited)
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barbie smith

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I see you always post positive comments after negative ones. Maybe you get youR internet for free or actually work for this deplorable company.
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HMC1940

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No Steve doesn't work for the company. He is just one of the people who understands how satellite works. Him and others are here to help people and are just people with satellite.
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barbie smith

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Doesn't explain why the agent would say otherwise and I could cancel at any time. Never mentioned a contract and then I never got the contract because it went to an incorrct email. A reputable company would have recognized all of this and waived or at a minimum negotiate the cancellation. That is my bigger issue. I had no choice but to get different service due to working at home
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Steve Frederick-VS1/Beam314, Champion

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ViaSat is a paperless company, everything is down electronically. The installer should have had you the agreement sign on his computer, and the agreement is available for you to see on line. It appears that you did not research what you were agreeing to, it is all available on the exede.com website.
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barbie smith

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Thanks for the info. I did bring up BBB and I have copied and kept the chat persons response to me which is they won't and can't do anything. I have tried to be reasonable and diplomatic and was willing to negotiate down on the cancellation and they just wouldn't budge even with all the comedy of errors. I actually went with Verizon Mi fi and upped my data usage on my cell. It's working and that's what matters. As to your rural comments. They are right on point and probably why my agent thought highcloud was actually an email address. Sad that agents representing an Internet company have no knowledge about what they are selling.
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zanne

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Part of the problem is that the installers are actually sub-contracted and you get stuck with whoever is available in your general area and there are issues with quality control on the installers. My first installer for Exede didn't even show up on the day he was supposed to and then didn't do things right. They sent the same guy back a second time to troubleshoot, but he didn't catch his own mistakes and was actually quite rude. I requested a third visit but stipulated that I did not want the same person. They actually had to send someone from a different state to come out because my area is so bereft of installers. Second guy was nice and fixed the problem.

A lot of CS agents who answer the phone are given scripts to read and sometimes they don't have as much knowledge on things as they should-- which is a training problem. Exede actually uses US based tech support so it costs Exede more money to employ them.

Currently there is a trend where a lot of tech companies are firing longtime US employees, replacing them with foreign workers (for ones within the US it's with H-1B workers), and forcing the US employees to train their replacements in order to get their severance packages. Some companies don't even bother with offices in the US and just outsource directly to India (which is what Hughesnet does).

Even among US employees, turnover rate for tech support can be fairly high since they get a lot of verbal abuse and it can be very stressful. That means companies are having to train new people all the time and it can sometimes be hard to keep longtime employees who actually know the ins and outs of the company and how things work.

The pros of Exede are that they still employ US citizens inside the US and they gave people an alternative to Hughesnet. Before Hughesnet had competition, they were really screwing customers over hardcore. They bought out a previous ISP called Direcway and immediately jacked prices up and cut the bandwidth limits in less than half. I went from getting like 480Mb per day to 200Mb per day allowance and my monthly bill went up $10 without any prior warning or notification. It wasn't until WildBlue started spreading and there were class action lawsuits that led to Hughesnet adding the monthly uncap tokens, raising the bandwidth limits, and updating modem software to have more utilities for customers. Competition made them step up their game. The ONLY reason I would want Hughesnet to continue to operate is so it can give Exede more reason to make improvements.

Getting back to the initial problem, is it possible that your VPN didn't work due to improper installation? If our connection was too unstable because of installer error, it might account for the failure of the VPN to work properly.
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InDaKnow

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exede has begun sending removing there us tech support and replacing them with the philipenses.  all of the third tear is now in the philipines, tear 1 and 2 will follow.
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Old Labs (VS1-329-L12FZ)

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For the three years I utilized VPN over Exede (as an independent IT consultant with multiple clients), never had any VPN problems, albeit it is slower since by its very nature VPN bypasses Exede's acceleration technology.

It did require enabling the proper NAT passthrough support on my router for each client's ssetup and at least one required installing a specific VPN client application.

In my case, enabling PPTP, L2TP and IPSEC  passthrough support covered each client's requirements:

      

The employer should be able to identify which are required, as well as whether a specific VPN client application must be installed. All VPN servers are not created alike...    

         
(Edited)