Unhappy with service

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  • Problem
  • Updated 5 months ago
  • Acknowledged
  • (Edited)
Does anyone know how to break the contract with exede, because their internet is not working but about 3 to 4 hours a week, and every time I call, which is about 4 times a week, they run all these "tests" on my line and they always say the exact same thing, you are out of data, I run out of data in a few days, but my internet has always worked in the past months, why is it different now.... I just want out of my contract.... dial up is faster than this
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Debbie Mccoy Lee

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Posted 1 year ago

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Tim Spake

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How long have you been with Exede? The buy out might be worth it. Ask them. You won't get satisfaction from customer no service nor will your speeds get better.
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Debbie Mccoy Lee

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I have only been with them for 3 months, the first month was GREAT, but after that, it's terrible
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Anita Tockey

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Same here.
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Mark Roddy

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They promise great service yet do not provide. I have been a Wildblue and Exede consumer for years. I am always having to reset my modem and speeds are constantly slow. I have no other options for internet service. Having Exede, is like living with chronic pain. I need medical marijuana for the pain.
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BradLee Bickford

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Yep I can relate. I wish there was more information about this internet out there before I signed up. I could have paid for a range extender with my phone and gotten a better connection and speeds. Which I may do still, has anyone gotten out of there contract? 
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William H. Jordan Jr.

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It depends on how long you have had your contract. If you cancel before your bill is due it helps save money. If you cancel the day after your bill is due you lose the entire month you just paid for. They do not prorate the cutoff.
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Brad, Viasat Employee

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Hi Debbie

Please contact us at exedelistens@viasat.com and we'll see if there's anything we can do to help. If you are looking to cancel the cancel fee is $15/per month remaining on agreement. 
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les

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It helps to get the "right" helpful person to talk to.
sadly none seem to be able to fix the problems. [I speak from experience]
however the right person will go the extra bit and get you going and or give you a credit for all the time your not able to connect.
 my first year was terrible, but the right persons were able to credit me and it was free, just no connection as it was just out because the direct tv installers did it all wrong. from poorly installed, cur/damaged cable and pointed to the wrong sat beam #.
 the second onsite tech actually found all this and fixed it - after 7 months of no service at all.
however the dish location was not changed and it still continues to be a problem.
 sigh

 I am in the woods and doggedly kept calling to get a person that will do what is right.
So YES many calls - hung up on and Ive hung up on them as they refused to transfer me to someone that understands English and is listening.
 yes listening to your customers is something most of them will not do.
So keep calling until you get the right person that knows how to get it right for you.

 Do not give up - it is a waste of time, but all ISP have very bad support ppl.
but be a dog that refuses to let go until you are treated right and you will find the right tech person that will help you.

 [ive had this about 6 to 7 years and it is a battle]
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Debbie Mccoy Lee

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I'm very aware that it is 2017, and exede internet is like living back in 1987, their internet sucks and I would NEVER have them again, I would rather do without internet
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VeteranSatUser, Champion

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For some of us, Exede and Hughesnet are the only two viable options for internet. I have had both. I certainly have no plans of going back to Hughesnet.

Good luck without the internet!
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Bev, Champion

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I'm sorry you feel that way Debbie. Exede/Viasat adn, back in the day, even WildBlue has been a good service for me. Sure a few problems along the way, a couple actually Viasat's or, before 2009 WildBlue's fault, most my fault or, beyond human control on either end.

Yes, learning to make the most of this service does require a bit of learning. It isn't fiber, DSL, cable or wireless internet, it's satellite and, that makes it a different breed.

Latency we can't do anything about beyond a few tricks to help compensate for it. Speeds we might be able to do something about - that's either congestion at peak times or, user end things that could be done most of the time, in my experience. 

Metered data allowance, that's because the satellite can only deliver so many Gbps and, everyone using it deserves a share - better than no internet.

Further improvements in data allowance and speed require a new satellite and, that has been launched, will be in service in a few months.

Still, it's your choice so, I do hope you enjoy not having home internet service or, find a non satellite based service that pleases you.
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Brad, Viasat Employee

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Hi Debbie I'd strongly recommend calling us or emailing us at exedelistens@viasat.com first. There might be something that could lead to the dissatisfaction that could be prevented. Of course if you're trying to binge Netflix and run out of data in 2-3 days that's something that we can't help with outside of a bigger plan but if you are good on data and something like a mispointed dish is causing issues we can easily fix that.
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Mark Roddy

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I do not believe a word of it. I have called over and over again. No satisfaction.  I have The new Silver 25 unlimited. After using (somehow loosing in just 14 days) the 150 gb my speed has dropped to .02 mbps. I thought sure unlimited meant never running out of data.
WRONG!!
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Stephen Rice, Champion

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You will experience slow speeds if you aren't on an unlimited plan and have used all of your priority data.  I'm on the Liberty 12 plan and my speeds slow down after I use 12 GB of data.

From midnight to 4pm, I can expect speeds ranging from 1 mpbs to 12 mpbs which is perfectly acceptable.  Exede advertises the Liberty Pass as giving speeds up to 5 mpbs until prime time kicks in.

Once prime time kicks in my speeds are slowed down.  I get at least 256k on the Liberty Pass.  That is over four times faster than dialup and is perfectly acceptable for browsing the internet.  It can be a challenge streaming video on a slow connection though but I know this limitation and I use Playon to download video during the day so I can watch it later at night.

Just my thoughts and ramblings.  Exede is way faster than dialup.  I certainly couldn't do what I am doing now if I was on dialup.  I don't miss the days of 56k and analog modems.
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Mark Roddy

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No such thing as unlimited with Exede.
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Mindy Follenius

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They told me they have the 150 gig. For $150. Is this true
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Bev, Champion

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Mindy, it does depend on where you live but, Gold, Silver or Bronze Unlimited plans are available in may areas, the difference being video resolution on each of the plans.

You can learn more about the Unlimited plans here: https://www.exede.com/unlimited/
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Stephen Rice, Champion

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It depends on where you live.
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Lisa Crafton

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There are sights you can check on these shysters. look up reviews on them there just isn't any good ones. Check with BBB. You can always check on any business and or products,  consumer complaints, just look up " complaints against VIASAT Internet" , consumer protection and consumer rights can help too. A contract means BOTH parties are bound by it. This company doesn't see it that way. it's called BREACH OF CONTRACT by not getting what you paid for, if you just stopped paying that would be breach of contract Viasat would cut off what little internet you get right? Well it works both ways no service no pay they broke the contract. Would you  buy a $60. pair of shoes only to leave them in the so they can sell them again? I don't think so , you either get the shoes or you money back. It's the same thing. My service quick completely in nov. 2017 there was no attempt made to repair or find out why but they took the money off my card. That's not legal, I was losing customers and money every day I waited for them to fix it 2 1/2 months later they said they had no one to come all the way out here then threatened me with with the you still have to pay crap. I was lucky in that a company here started internet service so I went with them " unlimited NO CAPS , monthly NO CONTRACTS, no so called congestion, I never have slow speeds. it seems to me any internet service could do the same thing, no plans, $69. a month no VIASAT 1 or 2 , no one to choose who gets priority service and who gets kicked down to walking speeds. Everyone needs to look at " consumers rights " and do something like I see a great fraud lawsuit, everyone that has been ripped off, lied to, threatened, not getting what you paid for get together and sue VIASAT. If a judge had to listen to the many excuses and lies for not delivering service that was paid for ..... He or she certainly would not take "VIASATS" no one is going to get rich but there would be some things they would forced to make it right Like giving customers AND former customers for service that they didn't get and some fines to pay a little restitution to customers for being talked to like we all" idiots", That's what I was told , " Your stupid and acting like an idiot", "A cash cow" then asked how long I have using "meth" since I don't know how" to unplug a modem from the wall." that was what an employee wrote back to me when I asked couple questions and told what happen to my service. That was on " Get Satisfaction."! Nobody has to take that abuse so stand up for your rights and get real satisfaction in court a consumer attorney would love to take this suit . I already talked to a couple of them. I hope this helps some people from being taken by this or any other company.
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Brad, Viasat Employee

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Old thread

Please reference the new conversation here: Bad Reviews
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Lisa Crafton

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Good afternoon Brad, I'm sorry to be behind on the threads and conversations but this kind of conversation is on going plus some one higher up the ladder at VIASAT said this a "customer" or "potential customer "blog". The person I was commenting to made his comment 5 days ago, I must have overlooked the time allowed to comment on another persons blog. I wouldn't here at all if my 6 request to unsubscribe had been done. It would be very helpful if  you're able , get me unsubscribed it would be appreciated. I already read how to do it but when I check my mail there it is again. Thanks Lisa
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J&J

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the person I was commenting to made his comment 5 days ago, 

Can you add a link?  I've looked for that and can't find it.
 
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Lisa Crafton

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Look up Bradlee Bickford, Brad answered him 5 & 4 days ago what does it have to do with you I noticed no one could tell why after 6 times I unsubscribed but don't get unsubscribed it sends me to the blog.

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