Excede internet service issues

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  • Question
  • Updated 10 months ago
  • (Edited)
Action against Excede? Has anyone contacted the BBB or the state attorney General office for help w this company when getting the run around to disconnect without penalties due to lack of service???
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Trenna Cannavino

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Posted 10 months ago

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Bev, Champion

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You signed a contract for 24 months. Speed is UP TO, not guaranteed to be any minimum. Same for all ISP.

Outages due to weather, acts of god, equipment failure, problems with equipment are all a part of what may happen from time to time.

In short, regardless of speeds, if you can connect to the internet, you got the service you agreed to have for 24 months.

Now, if you are having issues, it would help if you could tell us what is happening that is upsetting you. We may be able to help you fix your service or, direct you to someone who can.
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ggg rt

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What ever the contract stipulates in minimum download speed is what one can expect to be binding in a court of law. I am curious as to why ANYONE would complain if they signed such a contract? That is why I stopped complaining . I just did not read the contract in detail as to what I agreed to. My bad
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Bev, Champion

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There may be issues, usually at the customer's location, that cause prolonged, unreasonably slow speeds. Viasat does investigate and fix those sorts of issues.

Of corse peak hours or, exceeding your data limit will also slow you down temporarily. Speeds below 3 Mbps off peak, with data remaining for the month should be looked into. It might be an equipment or alignment issue, or both.

Emailing your account and contact information to exedelistens@viasat.com and asking for help will alert them to take a look at your account and see if there appears to be a problem.
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VeteranSatUser, Champion

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A lot of people don't read the fine print. They just hear "bundle" and save $$$, not knowing what they bought or how it will work for them.
(Edited)
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ggg rt

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That would be me
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les

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my 1st year was the worst as the installers did it wrong,
but with many many calls to them I fond a person that listened and they helped me with credits for times the net want connecting. [this is a very rare thing that wildblue did] but keep trying until you get a person that will listen to you. It takes many calls to find them.
 after a year the 3rd service person that came here was able to see it was installed wrong and the cable was bad ans pointed to the wrong beam.
He was great installing new cable and aiming it right and confirming with the ISP techs that it was working as well as it could be with the dish being installed in the wrong location. he put in a work order request to move the dish [5 years later it is still installed wrong] and service is good when it works.
but could be better If it is ever installed correctly. [I am still hoping for that]
 still this viasat is better than the hughsnet services I have used in various houses on computer calls. And Hughnet has never been helpful to the ones I know that have it and they all have trouble with it. no refunds/credits with hughsnet that I personally have known about, they do have a lot of troubles tho.
 So I avoid hughsnet and hope mibe gets better. :)
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VeteranSatUser, Champion

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I have had both companys provide my internet, each for about a decade. While both have given me issues at times, I have been more satisfied with Viasat than Hughesnet. But if you get a sub par installation starting out, both are going to give you a lot of problems.
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Ron Frank

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OK I am going to be blunt and honest here.  The last time my comment got removed!  I tried Hughesnet and was thoroughly disgusted and started Exede a year before my contract was up and ran both until it ended.  Exede blew Hughes away in speed reliability and data.  The last 3 years my service has been horrible and my search for answers got me nowhere.  Exede "claims" 12Mbps, our "norm" the last 2+ years is 4Mbps.  During peak hours we commonly see speeds BELOW 1Mbps.  In foul weather (including extreme hot or cold) more people are inside online, our speed drops.  Holiday with kids home from school, our speed drops.  EVEN CHRISTMAS DAY WITH PEOPLE HOOKING UP NEW DEVICES, our speed is HORRIBLE!  Customer service, repair techs NO ONE had any firm information to offer.  I started my own "investigation" and was able to get bits and pieces from various sources including representatives of Exede, the Viasat corporate site, and several aerospace sites involved in the Viasat 2 launch.  The final "explanation" from Exede blames my LOCATION.  Freedom was never offered here, and last I knew Exede stopped taking new customers here completely due to the overcrowding issue.  I was constantly assured the problem would be resolved when the new satellite went up "next year".  Sadly, by no fault of Viasat, the launch suffered delay, after delay, after delay.  A tech finally put it to me this way ... in anticipation of the original launch of their new revolutionary satellite (3 years ago) Exede had a big sales drive to sign up new customers.  The new satellite didnt go up as planned and now the existing system is suffering from a severe overload situation.  This is all a perfectly understandable and acceptable explanation, shit happens, but my problem is why couldnt Exede be honest and forthcoming and tell us this?  Explain the situation.  Tell us whats being done to correct it.  Give us updates, and a timeline.  HOW ABOUT EVEN AN APOLOGY????  No, they choose to keep us in the dark and feed us BS from our "contract" stating our speed is not guaranteed and passing blame onto anything and everything else "beyond their control".  We have no other options out here, that is why my region is so overcrowded.  My disgust for Hughesnet has kept me here enduring this the past 2+ years, the satellite FINALLY went up in June, and is "supposed" to be operational early next year.  I am waiting to see what Exede is going to do to make this wait right for those who stuck with them through it all.  I see many posts questioning data usage figures, and yes I see it also!  A week of severe weather with internet outages, and power outages and VERY LITTLE time online, but Ive exceeded my data limit?  Go away for 2 days and come home to find Ive gone over again?   Now I am seeing time and again if I simply have the internet open when I am restricted, my entire PC slows down?????   Still I hang on, but if things dont change when this "revolutionary new satellite" finally goes online, it will mean war!
(Edited)
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ggg rt

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That says it All in a nutshell. It took me several weeks of complaining and research to come to the same conclusion. Resistance is FUTILE. WELCOME to the Machine and it's limitations. Good post

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