Ongoing service problems

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  • Problem
  • Updated 4 years ago
  • (Edited)

My internet service was setup in July 2015.  The first 2 months I called 7 times because of slow speeds, unable to connect or no service at all.  I was constantly given the run around, told that I used all of my data within the first 10 days and needed to buy more.  The service technician that installed it came out 3 times and spent 5+ hours each time (plus 2 - 8 hour days when it was installed) trying to point it in the right direction and connect.  He also asked for gas money each visit since he had to drive an hour to get to my house.  Then the last time, my service was out for 10 days and they actually admitted that it had been out for 10 days.  I only knew because a friend went by to check on my house and tried to connect to my internet.  They had someone come out again (I was out of the country at the time) and when I looked online 5 hours later, my account said I had used all of my 10 GB of data.  I wasn't even home and my computer and phone were with me.  Also, I found out later that they had to list my address as being in another town 1 hour away because they are not supposed to setup in our area because of connection issues.  Today, my modem has not been connected for 30 weeks and I am still paying a monthly fee for internet that I do not use.  I disconnected it because it was too frustrating to even bother with it anymore.  I received an email yesterday that yet again they were billing me $$$ for something I have not used.  I logged in online to find that again....... my account shows that I used all of my 10 GB of data and the modem has not been connected for 30 weeks (confirmed today by Excede themselves)  Well, I have another year on my "contract" and the person on the phone said I can pay $15 per month for the remainder of the contract and have it disconnected.  I will gladly pay $165 to put this nightmare behind me.  Don't do it!  Find someone else if you live in Alaska!!! 

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Posted 4 years ago

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Brad, Viasat Employee

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Hi AKlady1212,

Could you send an email to I want to look at this a little more in detail for you.