Service issues

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  • Updated 4 years ago
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  • (Edited)
Archived and Closed

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Service is nowhere like I was told it would be.  My upload and download are nowhere near what they promised it would be.  My data used is a lot higher than it should be.  Someone should start a formal investigation.
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WillyMcDee

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Posted 4 years ago

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Bobbie Blackman

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Theres the fcc, ira, bsc and I'm sure a few others. But asking for someone here to help you will get you a lot more. Kimberly or several others will help given the chance. No one here is afraid of this game you speak of white eyes. One of these folks will contact you in here soon and trust them they can help.
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JEP

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WillyMcDee - Your best bet is to email ExedeListens@viasat.com with your name, account number and a specific problem.  Speeds can vary with time of day do to congestion, but it could also indicate an issue with your install.  The Exede folks can track that down.  Data usage is one of the more popular complaints and it almost always is due to background processes on your computer or usage you didn't think about such as DirecTV, DropBox, cloud usage, etc.  There are several threads here to help users corral their data usage.
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WillyMcDee

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I have been using this computer (and Still Am) just as it is set up now with Version and never used 1Gb in just 24 hours.  In fact I have two other computers using the same data plan we usally get less than 4Gb in 30 days. I don't belove the so called back useage is the answer.
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Danielbo

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I am sure you are right because this is an on going problem on here. Like I said before though, this is a big company and it would take a group of employees to set the system up to cheat people. Not everyone is happy with their job, and I am sure someone would be talking if they was purposely cheating people. Check you cell phones in the house to see that they are not on Wi Fi, also how many times have you went to a web sight and all of a sudden a streaming Video pop up. Nothing you picked to see, but to make that video run, take bits out of you limit. What a bummer I agree.

Did you look around at some of the other satellite internet suppliers. Where are you going to get a price like this? If you think you will get a better deal some where else, look at their community posts. You will see people are complaining about the same thing.

So if you have to get you service via satellite then you will not find anywhere any better. I think if you really did your research you just might be surprised that Exede isn't really trying to rip you off.

Exede will give you some extra time if you are running close, just buy asking. I don't know of any company that will work with you that way. The main thing to look at also what is running in the back ground on you computer, how many times does it go out and check you current version of a lot of your programs. Its a shame we have no control over this.

I have to have this service because of where I live. I will tell you if I could get cable I would pay the early disconnect fee to get a hard line service. I could get a super fast speed for what I pay these people. I want internet, so I have to pay the price, no sense to complain about its, maybe look at the pluses compared to other services and talk about that. I they see we respect them for doing thing like offering extra time if you are running close, maybe they will do more for us.

I am as happy as I can be using satellite internet. A friend of mine has Hughes and says it is really awful and customer service is rude. I asked about if they ever offer you extra time and got the answer "are you kidding". If you can find a better service out there, please share. I have said this many of times on here and never have I got anyone to come back with another company. Sorry you are not getting service, that is a issue. I have never had to ask for service, but I have seen the employees on here always happy to help you. A great customer service person is Kimberly, but there is a lot of them jumping in to help you.

You have a right to free speech, and if Exede thought they was really doing something wrong, you think they would give you a place to voice you opinions. I believe its because they care and wants to know what you think, and try to make it right for you. They do not ignore this page !!!


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WillyMcDee

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Danielbo,

I AM very glad that you are so happy with the service  you are getting.  The service is what the service is.  As many of the champions have said the service is as good as any other.  I checked with several of the other Satellite services before I signed with Exede.  Hughs for one told me up front that the speed would very according too the load on the system. I did not sign with them. If the Exede Representative would have been truthful me I would not have signed with them. Each online user requires a given bandwidth for a given speed. The ONLY  way  that a given speed  can be maintained is to not sell more users than you have bandwidth.  The Exede Representative told that Exede had solved the problem by not adding any more costumers to a  given spot once the bandwidth had been filled.  That was obviously not true.
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Danielbo

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I was told that most likely you will not hit the high speed, there is so many things that can cause issues. I understood this, its the same with any company, the more of the demand the lower the speed. I am just interested on why would you have gone to Hughes if you was told this after Exede? What did you see that Hughes had that Exede doesn't. I am just wondering what I missed. I did a lot of research, and from what I had read on Hughes. I thought by far it was a better deal by Exede and really happy with them. I understand you being upset, I would be too. I did this with Direct TV. In the sell pitch they never did say when it rained, I would not have service, or best of all, I live in a snow area, I was not told I would have to get up on my roof and knock the snow off my dish. I am 58 years old, and I am not going to be climbing on no roof. I was told then I could purchase a dish heater. I explained to the when I live in the city, and had cable for over 30 years, I never ever remember having to knock snow off the cable line. So why do you tell me you are better. Twice the cost, and twice the effort to keep it going. But I am in the country and have no choice now, they have me. I did a lot of research on the internet, because I was going from 50 mps to 10 for 3 times the price, and searched to find the best and to me was exede. So just would like to know what you saw in Hughes that would make you chose them, if you was told it was going to be the same issue? I want to know what I missed. Thank you


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Bobbie Blackman

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I don't know how it is there but I had hughesnet and never had a good day. So I understand. My exede installer explained how hughesnet targeted convenience stores, hospitals, malls and business type of things, plus I live right on a interstate so we have that. But exede targets the rural market and therefore we don't have that slow down at peak times. I'm sure it's different elsewhere but I'm happy, I would have gone back to $19 a month dial up if it hadn't been for exede.
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Old Labs (VS1-329-L12FZ)

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Willy,

You get bonus points for remaining calm...

Where most of the threads like this go wrong is starting off on the wrong foot and they quickly degenerate into a food fight after that.

You've asked some legitimate questions. As noted by others reach out to the moderators here when they chime in - you'll find much better support that way than if you've limited yourself to phone support so far (shouldn't be that way but it is what it is).

While waiting consider the advice given by others above, you'll need to do that anyway and provide some supporting evidence for any external complaint to be taken seriously.

Also look at the following for additional data usage tips (particularly is new to satellite internet): 

https://community.exede.com/exede/topics/data-usage-tips

And of course do it now, I'll of us become frustrated at one time or another with satellite limitations.
(Edited)
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Bobbie Blackman

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Looking up the phone number, waiting for the menu then waiting some more then clicking the menu then waiting some more still waiting then getting someone who hasn't finished english 101 yet who you will never talk to again. And after a 20 minute wait verses coming here typing out your problem go have lunch come back and get connected with someone you can stay with and talk to again if your problem isn't solved. And you always have your translator on if needed. Then you will realise how helpful this forum is.  I realise I'm not a serous type person and never cross my t's and dot my I's always, but there has to be some humor in life and watching some folks busting thru the doors threatening idol treats thinking they will make a difference humors me. Everett has taught me alot here or always seems to humor me anyway. :)
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ExedeEmerald

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Hi Willy, I definitely want to help with the issues you are having with your service, filing a complaint should be the last resort in getting a resolution. I definitely want to get this resolved, I can take a look at your data usage and your connectivity. Please send me an email to exedelistens@viasat.com with your account verification and I will be happy to get started on getting this resolved for you. 
(Edited)
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WillyMcDee

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I sent it.
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Ron Cartwright

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I have had no complaints about my service until recently, I can not sign in to my Pearson education sites, I keep getting caught in a signup loop. I did not have this problem a month ago. I can not sign in from any of the computers on my wifi network or connecting directly to the excede router. Is there a cache in the router that can be flushed or reset? Please advise roncartwright999@gmail.com
(Edited)
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Steve Frederick-VS1/Beam314, Champion

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Ron, You can try to unplug the Exede modem for a minute or so, then plug it back in. This might help you out, although I do not think there is a cache in that modem, only in your computer. Have you by any chance gone over your data limit? That could have an effect.

Send an email to the moderators at exedelistens@viasat.com with your problem and account info, and they will get back with you fairly quickly.
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JEP

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Ron - Can you try signing in with a different browser?  Any chance you are blocking scripts or flash or ActiveX or pop-ups or...?  Have you installed or upgraded you virus protection lately?  Dunno, but it sounds like it could be a browser issue.  I was taking an online course a while back (not from Pearson) and I could sign in with one browser but not another.
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Wade Hamil

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I can't get answers can't get anyone to even reply just no service maybe in a year or two some one might find this and laugh this reminds me of the federal government. I have found you don't respond to polite arrogant or just plain common sense. I use to like this sight
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David Lisa Weaver

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I right there with ya, man. For about a month or more, I've had constant "resolving host" issues with all my browsers, usually get 1.5 mbps of 12 I'm paying for, connection constantly drops. When I call Exede tech support or e-mail, they temporarily fix my connection issues for a day or two, but I'm always told they can't do anything about my constantly low speeds because "beam congestion".

Had techs sent to my house a number of times, racking up a lot of money in bills for service calls - and it still doesn't resolve the issues. Exede is probably the worst company I've ever dealt with.
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