Disconnected satellite and still racking up data?!

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We disconnected our satellite internet, went with another ISP (less expensive, much larger data plan, no brainer), and somehow, we are still racking up data usage on our exede plan.  The cable is literally laying on the floor and the modem unplugged.....  We no longer need satellite internet from this provider and have been very unhappy with the data, pricing, and customer service we have received so far.  We would recommend to anyone to find another ISP if possible and take the time to read for yourself exactly what the exede contract contains.  Also, there is nothing in the contract that was signed for me over the phone by a sales rep that states I, as a consumer, must purchase a minimum amount of data from exede every month.  They have no legal grounds to continue to charge me for a data package I will not use.

Terminate my contract, waive any and all fees, send me the box.

Sorry to everyone using this forum as a constructive means, but I will not sit by and watch my bank account abused because of shady business tactics.
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AG

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Posted 5 years ago

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Bobbie Blackman

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AG Someone here will repost answering you and giving you instructions how to contact them, Kimberly will be a good choice. They will advise and help, it might be tomorrow as late as it is. Have a nice day.
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Exede Kimberly

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Hello Adam, I haven't heard back from you yet today on a good time to call. I will be out of the office here in about 45 minutes and won't be in the office until Monday but there will be a mod here tomorrow and Sunday if I don't hear back before then.
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Richard

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Who did you go with if you don't mind me asking sir?send me an email at mrjm2red@eatel.net if you feel uncomfortable about posting on the blog I am really curious who else we can go with.
(Edited)
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Exede Kimberly

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Thank you for taking the time for my call today Adam. I am in the office
Monday-Friday 9:00am-5:30pm CST should you need anything else. Thank
you again for your time.
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AG

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A local point to point provider in Indiana, unless you are within two or three counties near us, their services are probably not offered to you.  I would recommend looking into point to point wireless or wifi antennas if you are not satisfied with Exede's terms and conditions.  There is almost always another option.
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AG

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This reply was created from a merged topic originally titled Need help canceling service.

According to the electronically signed-for-me contract over the phone, we are bound by a 24 month commitment to Exede.  We no longer need this satellite internet service after 4 months of paying way too much for an internet connection and running out of our promotional 30Gb of data in the first three weeks of every month.  After calling customer service and requesting to buy 0Gb of data per month for the remainder of our 24 month agreement, they said this is not an option, and if we wanted to terminate service early, a fee of $15 per month for every month remaining on our contract would be assessed.  There is absolutely nothing in the 4 page customer agreement that requires us or anyone else to purchase a minimum amount of data per month, and Exede has no legal ground to tell us that we cannot do this. 

Bottom line:   We no longer need satellite internet, and there's no reason for Exede to fight us on this issue other than revenue.  We do not want to be a customer for Exede any longer, and I'm sure, at this point, they (moderators of this forum) want us to stop posting negative reviews on their community website.

Terminate my contract, waive early termination fees, send me the box, and let's be done.

P.S. Nothing I have posted includes any kind of personal information or inappropriate content.
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AG

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This reply was created from a merged topic originally titled Release me from this absurd contract.

We are looking to terminate early, but doing so would incur early termination penalties of $15 per month for each remaining month on our 24 month agreement. We have only had exede for 4 months and are very unhappy with our data plan, pricing, and customer service.  We no longer need satellite internet, but according to viasat customer service, we are unable to purchase $0 worth of data for each month remaining on the contract I never saw or signed.  I looked into it, and Exede has no legal grounds to force us to purchase anything from them aside from the $9.99 per month equipment fee.  Release us from our contract, waive any and all termination fees, send me the box, and let us be done with Exede.

(There is nothing in this post that includes personal information or inappropriate content)
(Unless of course Exede views negative reviews as inappropriate)

Still waiting on a call from exedelistens@viasat.com
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JEP

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Part of the reason for the Early Termination Fee is to recoup the cost of the initial installation.  The business model Exede has chosen is to discount the installation cost in order to attract customers.  Much like the cell phone companies heavily discount the cost of a new whiz bang cell phone when the customer signs an extended contract.  This is also why with the cell phone companies, you pay an early termination fee or continue with your monthly fee regardless of whether you use the phone or not.  You're not required to use a minimum number of minutes with the phone company, but you do have to pay your monthly bill, or pay the early termination fee.  Works the same for Exede.
(Edited)
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Danielbo

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****WARNING*** This person has no clue on what is going one, and will blame everyone but herself, she is only out for a free bee. Please ignore here, she has been nothing but trouble from day one. Exede CSR's cant even talk to her, because she know all, and since she does, i do not know why she doesnt fix it. Unsure why she came on her for help, all the help we had tried to help her with, she comes back and explain. Its never a issue of hers. Unsure of why she is even on her, because she says she has moved on to Verizon. You can not make her believe its the modem that controls you data, she believe is her router. So just a warning, she has problems, Dont get involved with her you will regret it.
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Danielbo

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Please people cut and paste and email to exedelistens@viasat.com

I am sure you all know just whom I am talking about. I have tried to ignore here, but I will not allow her to call me name and call people names who is trying to help her. It is my time to start causing problems, I am promising you that is she is not removed for this community board soon, I will not be renewing my contract which is coming up. This has been allowed to go on way to long. She had cut down every single person that has made a attempt to help her. I am sure if you go through your CSR note you will see the issues, she even told us she has been hung up on three times. I know how she is treating people on here, so I can just imagine the way she treated your employees. There is so many great employees on here that is always ready to help, but she has called them every name in the book. I just cannot put up with her any longer. There is a bunch of us who have made a great friendship on here, we have been able to make suggestions and help others. In addition, we also find out interesting news from this community board. This is slander the stuff that she has said, and needs to be turned into the FCC. I am sure there is enough people on here that is tired of being cut down. We can move to another company that would never ever allow this to go on. I am almost to the point to pay my early terminations fees just so I can go back and enjoy my service and chat with other people who has the service. I understand everyone has opinions and issues, but she has taken this way to far. She needs to be removed, and the posting of the way she has treated people needs to be removed. I am sorry that I allow one-person ruin it for me, but she is doing it to many others. I do expect to hear back from you soon. I have been a great customer, never a issue, pay my service on time and help many of people on here. Who do you want, a person that is upsetting all the good people or the good people. I have been in customer service for many of years and I know people that act this way is trying to get something free. I am sure you are aware if this too, why lose any more money on her. She says she is happy with Verizon and moving on, so this is no loss, other than if she is trying to get out of her early termination fees.

Danielbo

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Steve Frederick-VS1/Beam314, Champion

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I am behind you all the way Danielbo. She has gone beyond all limits. I cannot believe that the Exede Moderators are allowing this nonsense to continue. Up until now I have fully supported the moderators, but now I am confused as to why they appear to be doing absolutely nothing to bring this forum back to what it is intended to be used for.
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JEP

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I'm assuming the moderators are enjoying their Valentine's weekend, since they are such sweethearts.

It is hard not to make a negative comment about the mental state of someone who spam posts like that, but... I've said too much already.
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A. Everett Neuman

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I agree with you guys. The weekend will cause a delay in the cleanup of the forum. I have been occupied lately with my mother in law visiting. I did see Julie issues expanding over the last week or so. Then last night I noticed she was mass posting every old post possible.

That's when Evil Everett started looking for his Duck. If you can't discuss a question with them, confuse them.

The bad part, when someone with a real issues makes a post, she is plastering the effort for us to help with copy and paste ranting. The indexing issues on the forum are not setup to combat these spam attacks. 

For those that remember, Julie has a striking resemblance to ME. Remember ME also had issues with My Duck until Kimberly pushed the Big Admin Delete button.

I did not cuss Julie, I'm only looking for answers to the where a bouts of my Duck.
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Old Labs (VS1-329-L12FZ)

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I'm assuming the moderators are enjoying their Valentine's weekend, since they are such sweethearts.
Hey, hey, hey! There will be no name calling around here... ;)
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JEP

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Everett - I think I saw your duck on an episode of Duck Dynasty.  I don't think he will be back.
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Exede Kimberly

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Hello everyone, this is a rather delicate situation and I am waiting to hear back from the right people regarding how to proceed moving forward. I was out of the office Friday at 5:30pm but am back today in full swing!
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Steve Frederick-VS1/Beam314, Champion

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Kimberly, thank to all of you moderators for cleaning up this forum, which will allow it to get back to its original purpose. It is unfortunate that because of the way the Get Satisfaction board is set up that in the process of cleaning out the many hurtful posts that some of the other good information had to be purged also.

Good job, Exede Team. You do a great job at listening, and helping others.
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Exede Kimberly

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Thank you Steve. Your words do inspire a lot of encouragement to keep on keepin' on. Hope you are having a nice start to the week.
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Bobbie Blackman

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Lets get Kimberly a 'dat ta girl' Duck for her thoughts :)
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Danielbo

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Did you unplug you modem and checked it that way, or the router? I am sure you know to disconnect the modem and check you usage like through you phone while everything is still unplugged. Then there is a issue if it still showing usage. It is strange why it does it to some people, and if its happening while the modem is unplugged and you check it via another way without plunging the modem it back in. I think one thing I would do, keep a log, unplug you modem, check you usage with you phone if you can, then before you plug you modem back, check your usage and log that. Then maybe they can narrow it down what happened between stop and start. That would really prove there is a issue. I know you have been with them for ever and know a lot more about what is going on then I do, but if I had the problem, I just know that is how I would show what I am talking about. Maybe it would also help others. I know when I worked for the cable company, we could tell when the modem was disconnected, and when it was reconnected. We never worried about caps there, so it was never a issue, nor do I know how exedes usage works, because at the cable company, it would show data usage when the modem was registering when you plugged it. I don't remember if it used any at the time you unplugged it. We used this for trouble shooting, to see how much it took for the modem to reboot. So just a thought. I hope you post your finding. 
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Danielbo

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I also would like to send my apologize out to all that was involved with our issue yesterday. I know I should have ignored it and went on, but when name calling about people on here and the mediators calling them liars, it was more then I could stand. I hope I can be forgiven, and life will go on the way we all enjoyed each other in the past. I am sorry to a lot of good people like Bobbie, Steve, Kimberly, Old labs, Gypsy, and many more. Thank you guys and hope you understand.
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Bobbie Blackman

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Dan just let that deal die, it's old news. We will all get a duck and party on.
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Tanner

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AG I agree with you 100%, this company is a scam that feeds on people who know nothing about internet.
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Danielbo

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I think I might had eaten you duck yesterday! Should had spoke up sooner!
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A. Everett Neuman

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Kimberly kicked my Duck off the forum. It was just a decoy though, I keep the real one stashed back for those Special occasions like the other day.

I am confounded by some questions, and have no recourse but Forum Insanity!

Steve Frederick said something to me several months ago after a similar forum implosion;

Sometimes I just setback and read, no comments. Happy Motoring...

It still rings true today.
Everett
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Bobbie Blackman

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Sometimes you remind me of a 1956 Oldsmobile Everett.
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A. Everett Neuman

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Strange, My daddy had one. I was 6. Still a slick old ride today.
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AG

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Got the box today, settled on paying half the termination fees owed...  Looks like the box is postage paid!  Funny....this equipment is much heavier than I remember it being before I sent it back...
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AG

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Got the box today, settled on paying half the termination fees owed...  Looks like the box is postage paid!  Funny....this equipment is much heavier than I remember it being before I sent it back...
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Andy

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Spoke with customer service after going through 15 min of autorobot voice misdirection, only to have the customer service rep tell me to do what I have been for the last month to "manage" my data.  Customer service and service is worse than horrible, however our initial installer (contractor, not affiliated with excede) was amazing and went above and beyond. It's been a nose dive ever since with throttled speeds for expensive equipment.  Please send me a box, I want off this train wreck...
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Exede Kimberly

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Hello Andy, you should definitely be getting great speeds with a great connection. Please send me your info to exedelistens@viasat.com and I will take a look and see what's causing these issues for you. I can also take a look into your usage as well. Thanks.
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Bobbie Blackman

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Glad to hear you came to a agreement AG. I'm sure they will release your contract as soon as they inspect there equipment being returned. Lots of luck with your new provider.
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Kathy Osborne

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I got wildblue in 2012, now it's exede. No problems until last 3 months. Put on data alert. Finally called, said switching to another isp so I was given another 10 GB. Exede admitted they have data leakage problems with some accounts.  Today, after being given another 10 GB, I got an email I exceeded my allowed data. Impossible. So I called another provider and will be with another isp this weekend.  I've had it. The speed is lousy.  I had good service from wildblue.  So goodbye exede. I understand a lot of customers are leaving.
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JEP

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Wonder who you are switching to?
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Exede Kimberly

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Hello Kathy, the data alert email system is automated for customer precaution and does not recognize that Buy More GB were added, so you are definitely not in DAP status. If you'd like to send me your info to exedelistens@viasat.com, I'd be glad to go over your data traffic with you to help prepare for next month's usage. Thanks!
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Jamie Baudizzon

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omg, there was no one in my home for three days and we get a warning that we have used 70% of our data!!!!!!!!!!!!!!!!!!! this has been going on since we got involved in exede...they continue to lie, claim data usage when we are not even home, promise information back and never return it, charge data to my credit card when i never authorized it, and a different story, different excuse, different lie every single month. i believe that the customers need to band together and file a group complaint to the authorities or they will continue this balogna forever!!!!!!
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Bobbie Blackman

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omg have they done anything right? I have problems comprehending how exede can't do one thing right. I am perfectly happy with there service, have never had a complaint that wasn't taken care of by Kimberly. Of course This is all I can get where I live so I'm not looking to get out of my contract. I guess I'm lucky.
(Edited)
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Old Labs (VS1-329-L12FZ)

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Kimbery has repeatedly requested that Jamie provide his/her contact information via email at exedelistens@viasat.com. To date there's been no indication that has ever occurred.        
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Bobbie Blackman

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We all know that it is possible to come to this forum under different nicks, I'm sure most of the dissatisfaction comes from just a few repeat visitors to the forum that have nothing better to do. Fortunately no matter how hard they try to disguise themselves their true spirit reveals itself.
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Evil Duck

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Bobbie, I think you nailed it. I can even recognize some of the grammar and spelling errors.

The fix? They could tie the user to their account # at the login. Or monitor the user's IP and block it. I don't know, but I do get tired of the replete BS from some individuals.

If they really want help, we can help them. If it's just an un-backed rant, they should create a separate category (Cant be helped) and stick them there.

I just logged in through Facebook and have no post. Who is this Evil person?
(Edited)
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Bobbie Blackman

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I half to stick up for myself sometimes lol no one else will.  Your right it could be fixed but I'm sure the management has a lot more going on. They still should give a neutral party access to shoo people like julie away when needed, she brought the worst out in me, I embarrassed myself.
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Old Labs (VS1-329-L12FZ)

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Who are you and what have you done to Everett Frederick???
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A. Everett Neuman

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I'm, Incognito!
Who was that shill, lair, impostor?
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Evil Duck

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I am a Duck. Not a Dog like everyone else.
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Steve Frederick-VS1/Beam314, Champion

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I am lurking in the background, reading what goes through this conglomeration of words that are being posted. I am trying to stay out of the commenting for a bit, I am a tough guy, but have been hammered over my trying to help. Since ViaSat hasn't been paying me, I can just sit back and enjoy the daytime soap with those who come here but don't want any help. 

I haven't seen any ducks around here lately, I fer that this nasty cold weather has put them into hibernation, or maybe they wandered into Boston and got buried in the mountains of snow.
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Tanner

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Everyone that comes to this forum to complain are different individuals. Your service is so bad it is almost unexplainable. You call for help and get nothing but an explanation of how you can pay more for a shittier plan or you can pay more for data that will last you a day at most. A large lawsuit needs to be filed and you need to reimburse all of your customers and then shut down your stupid scam of an internet service.
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Bobbie Blackman

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Sorry you have the wrong number we do not have a phone here. Have a nice day.
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Tanner

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Might as well not have phones, your employees are almost as worthless as your online moderators
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JEP

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Tanner - If you have better Internet options than satellite, then shame on you for not doing your homework first and selecting a non-satellite provider.  If satellite Internet is your only option, then like the rest of us that have chosen a rural lifestyle, adapt and learn to live with it.  If you have equipment failure then persevere until you get it fixed.  I feel sorry if you truly are not getting a response.  For a business this large, there are certainly some valid complaints and instances of poor customer service, but the vast majority of users have figured out what to do and are satisfied.  Viasat has over 675,000 subscribers and increased by 18,0000 last quarter.  They must be doing something right.
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Steve Frederick-VS1/Beam314, Champion

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Everette, I saw your duck today. He was sitting in his reserved seat at the Daytona 500.  He looked happy as could be, probably because it was in the 70s down there, not that nasty winter like weather back home.
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Exede Kimberly

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Hello Tanner, I am not %100 sure of the issues you are experiencing at this time but I can assure you I am here to help. Please send me your info to exedelistens@viasat.com and I'll see what I can do for you. Thanks.
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Jamie Baudizzon

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so guess what, tanner, i have a monitor on my computer that says i have used less than 8 gb in the last 60 days and yet exede is again accusing me of maxing out this month....so according to them i have used 35 gb, when my computer says i have used less than 8!!!!!!!!
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JEP

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Jamie - You only have the one computer in your house?  No other computers, tablets, cell phones, DirecTV, Smart TV's or BluRay players?  There are a lot of data hogs in some homes these days.  Can't rule out some data accounting error, but the vast majority of these data complaints are due to leaks that weren't accounted for by the user.
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Jamie Baudizzon

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wow reading some of these "champion comments" shame on you for the ridiculous statements
(Edited)
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Brian Shackelford

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Jamie -


I was hitting my limit within 1.5 to 2 weeks every month. Finally disconnected all my mobile devices by setting my firewall to never allow them. Did the same for all but my three computers and disabled all updates. I am now 8 days away from new month and only used about 5GB of data where before by now I would have added another 5GB to my account.


This is just my experience. Email the address goven by the Exede moderator and they can dig in further as well.
(Edited)

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