Exede and their customer service are Awesome!

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  • Updated 5 months ago
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I was with the big cable company for internet for decades and moved to the country where they don't do service. We searched for a satellite service and we were SO lucky to find exede! They have terrific satellite service, improving all the time, and their plans are increasing which works perfect for us. We joined exede in June 2015 with 15GB, now they've added a new plan (Liberty) where we now get 30GB!
And here's the best part, their customer service is the best of the best! Whether it be by phone or online chat, they are all so positive, courteous and very efficient! When I've made a mistake, they made it right without charging me or trying to sneak in a fee like the previous cable company did. And today when they made a mistake this time it didn't bother me at all because Margaret Beth fixed it in a manner of minutes, removed the charge, apologized many times, and that made it easy. Thank you exede! You are great!!
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Nancy CC Smith

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Posted 3 years ago

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johnny c

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Welcome, and glad you are having a great experience.
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Diana, Viasat Employee

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Nancy, Thank you for sharing!  Your positive feedback is greatly appreciated and motivates  us to continue to provide what is best for our customers. You are the reason for our existence.
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LorrieL, Champion

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Nancy, Thank you so much for posting about your positive experience.  Especially after having first had cable, I think its great that you understand that satellite internet and cable are 2 different things and when you live way out in the beautiful country, things may not be exactly the same as when you were in or closer to "the city life".  Also, you don't expect perfection and don't feel 'entitled'--you just want good service and courteous help if there are any problems. 

What a great attitude!  People with your kind of attitude are generally happier overall.
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Sandy MN

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Like LorrieL said, you have a great attitude, and thanks for taking the time to post it.  I have had WildBlue/Exede's service since they first started out.  I would be up a creek without a paddle without them, living in the boonies.  I get speeds way over what they advertise, and I haven't had to call for any problems in years.  I am on the Evolution plan, and I love it.
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JEP

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Nancy - I've been with them over 10 years and it has been a positive experience for my family.  Glad things are working out for you!


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Nancy CC Smith

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Wow! I didn't expect such a welcome! Comcast is who I used to have and never was there any positivity! Thank you all!!
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Sandy MN

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You are welcome.  Post here anytime!  One good thing about this forum, Exede does monitor it, and they do their best to fix problems.  You always have us too.
(Edited)
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Nancy CC Smith

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I will!
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Spinninghorse, Champion

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Nancy - Loved your positive post. I have been with Exede for 4 yrs now and have had the same experience you have. Since there has been an internet, I have lived rural, so I have never enjoyed in home FIOS or other speedy fast broadband, unlimited data for nearly free. I went from dial up to Highesnet (before Gen4) when they started with satellite internet. When I had a choice of Exede or Hughesnet, I did my research and noticed a lot more positive tone with the customers of Exede. I do know what satellite internet is and I know what it isn't. When there are issues, Exede support really tries to work with the customer to get it resolved. They still have rules, like all companies, and it is important to read the fine print and understand the contract.Now I may be incredibly naive, but I do not see the Liberty Plan has a conspiracy to screw the consumer. Rather, I see it as a company trying to find a way to make the plans work for the company AND the consumer. Not many companies appear to care about their customer. I do believe Exede is one of those companies that does. 
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ggg rt

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You might have a different perspective if you had to live with 1/5th of a meg download speed when you thought you would get at least a MEG ...
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xode0000, Champion

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Even 1/5th of a meg is more than fast enough for me to work with on the internet.  I currently limit the network adapter speed in my computer to 150 kbps and just about all of the websites I use work just fine with that.  Then again, I don't stream video or accept ridiculous and useless "updates" either.  Personally, I can't think of a worse way to waste internet resources than those two practices.  If there is a large file of my choice that I want to download, then I would simply start the download, go do something else and come back to it once the download is finished.  In other words, I am willing to be patient.  All I ask is that the service work reliably and that anything I start works its way at the expected pace to a finish.

But wait, there's more: that 150 kbps limit is something that I put in place, so that irresponsible websites like CNN and Facebook don't burn up all of my data, and I can override that limit whenever I want to.  If I have a really large file to download, I can do it at full speed.  Full speeds for me have been anywhere from 65 kBytes a second to 1.5 MBytes a second and have generally been faster than what cable was a few years ago.
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ggg rt

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While you can tolerate a motorcycle and that works for you, I need at least a Volkswagen. Especially if thats what i paid for.
(Edited)
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ggg rt

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Nancy I hope you never have to experience the bad that many of us are experiencing on the other side. I am happy for you.
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Rob Hackleman

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You won't read any negative responses as they are immediately deleted by Excede. I'd be surprised if this made it.
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Dan DaMann

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*Exede
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Jim16

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You joined just today so you haven't bothered to read the forum.  Negative posts make up the majority of this forum.  That is one of the purposes of this forum to try and help people with their problems.
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Rob Hackleman

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Mighty presumptive of you to think i'm new.I left this forum long ago when I found how one sided it was. If they don't like what you say it is removed so in reality the forum has only one purpose. My daughter has Comcast. Her speeds are insane and she has no limits.Her cost...same as my 10G excede plan. Streaming is something I can't even do so no Netflix for me. Unfortunately no other options here....yet.
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xode0000, Champion

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Comcast must be feeling the heat from some competition.  The people I know who have Comcast have been paying about 150.00 a month for about 10 Mbps speed.  True, they have no data caps but Exede is also moving in the direction of having no data caps either.
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Jim16

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You comparing Satellite to Comcast shows you have no understanding on the subject.
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xode0000, Champion

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Overall, so far, the Exede service has been what I was told it would be when I first got it set up.  However, there have been a couple of concerns that I posted to this forum that have been ignored and that need to be addressed:

https://community.exede.com/exede/topics/netgear-r7000-command-injection-can-the-same-thing-be-done-...

https://community.exede.com/exede/topics/the-exede-account-login-page-times-you-out-too-quickly

Is it possible you can get some traction on this?
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Deku, Champion

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glad that you like your services :D also glad that you are in with all of these families like us :D i to enjoy it also :D so yeah. imma able to play my xbox one online :3 so glad you are happy :3 

(P.S. same thing happened to me also where there was no internet companys but exede :3 )
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Scott Seiber

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hi there im a exede vaisat customer ive read the comments and rather good or bad they all are true.when the service is congested it dose cause slow speeds but its only temporarily it gose back up to 1mbps once it lighten up if you are out of datta or if now you have unlimeted its full speeds after traffic is decreased by less people useing the service.but even if you have pirorty datta it still will be slow if its congested but not less than 1mbps i had this service for 9 years im a vaule dedicated customer so they gave me a 10 dollar discount for a year for being a loyal customer.to get good service you have to be patient.understand no mater who you get service with if they are overloaded it will lag thats how the internet works. it wont never change because of the growing demands.
(Edited)
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Brad, Viasat Employee

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Old thread

Please reference the new conversation here: New Customer
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Scott Seiber

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one more thing netflix will work if you have speed issue its resolved at midnight mostly.till 7am however a vpn could allow some features to be overridden if its blocking you,exede dont care you do this they only care about the datta amount.but different package  reflects on the video format supported if you have the cheapest plan old or new its  only supports 460p higher package higher format. satellite internet is not compatible with live gaming or streaming but it will still work but lags due to high latacy.yea its fast but takes longer to get datta but you get it in large clumps/bits this is because its reflected off of satellite to dish from relay vice versa 

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