Extremely unsatisfied with customer service

  • 2
  • Problem
  • Updated 2 years ago
I upgraded my service plan in March of 2016 and received a new modem. I attempted to hook it up and it didn't work.  Without getting into detail here, it took 5 days and numerous calls to Excede to get me back online. Meanwhile I was without service as I could not go back to my old plan.  I was WITHOUT service for 5 days.
Afterwards I responded in a survey my dissatisfaction.  I did not get a response from Excede. 
On April 14, I called and asked for a resolution.  Excede was to email me or call. I did not hear from them.
On June 17, I received an email from Excede demanding I send back their old modem otherwise I would be charged $150.  So this is how it works, big company can take my money but I can't get them to respond to my complaint.  I called on June 20 and was offered $25 credit.  The customer service representative was not authorized to do any more for me. 
I took the $25. 
I am extremely saddened and frustrated that this is how Excede Internet does business. I would like to hear from someone with authority to at least acknowledge my issue.  Would someone please contact me.
Thank you.
Photo of Sue Schreiber

Sue Schreiber

  • 1 Post
  • 0 Reply Likes

Posted 2 years ago

  • 2
Photo of Bev

Bev, Champion

  • 2623 Posts
  • 1042 Reply Likes
After over a decade with this company, I assure you, that is not the norm. Please contact support again. You can email exedeliastens@viasat.com or, call 855-463-9333. You do need to return the old modem but, they should have sent you a box to return it in.
Photo of Brad

Brad, Viasat Employee

  • 2683 Posts
  • 848 Reply Likes
Hello Sue,

If you haven't done so already email us at exedelistens@viasat.com and we can review this for you