Exede installation was substandard resulting in 50% at best download speeds and was also unsafe as system was not grounded at installation.

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  • Updated 3 years ago
Satellite pole was not cemented into position. Rock was used to stabilize pole which resulted in pole shifting, loss of satellite line of sight which reduced download to at best 50%. System was not grounded resulting in lightning / electrical/ fire hazard to system and residence. Very dissatisfied.
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Rob Russell

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  • dissatisfied

Posted 3 years ago

  • 1
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JEP

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Wow, no excuse for a bad install like that.  Hope they make it right for you.


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Diane

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Seems to me there is no quality control when it comes to the sub contractors that come to install or fix our equipment. I recently encountered one that when asked to leave my house because he was so rude, would not. He had also told me he would not replace the line coming into the house because Exede would not reimburse him????   I filed a a complaint that was sent to corporate. I suggest calling Exede and doing the same. 
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Jim, Champion

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Rob,  Please share your location.
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Michael Bogle

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Mine was mounted on my roof as I requested. It was also grounded. I am very happy with my service.
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Diana, Viasat Employee

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Hi Rob, We're sorry if we failed with your installation.  This is definitely not how we wanted to start off our relationship.  We aim high in providing the best customer service. Please send us your account and contact information so we can correct this to exedelistens@viasat.com. Thanks
(Edited)
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Diane

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Forgive me if I sound rude. It is not your fault and I realize your job is to  come into the forum and placate us but Exede does not aim high in providing the best customer service when it pertains to making any type of home visit. Sub contractors are sent out who, as one told me, do not care if we complain about them. 
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Diana, Viasat Employee

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Diane, I'm so sorry if you had that experience. We do want to provide outstanding customer service even if it is a sub contractor.  If you have the name of the subcontractor who expressed that to you, please send it to exedelistens@viasat.com with your account and contact information if it has not been addressed yet.
(Edited)
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Diane

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Thank you. A complaint was sent to corporate.