Fix yourselfs

  • 4
  • Problem
  • Updated 1 year ago
  • In Progress
I agree with everyone on here. So If there are so many complaints why don't you do something to correct the issues people are having. I see people complain about the same things. And yet you do nothing to fix them. Such as having better customer service. The used data issue. We are not stupid, we know what is going on. Well I guess we are a little stupid for even signing up with exede. I don't see how you could have such a good rating with all the complaints. Guess you know how to grease palms. 
Photo of Judy

Judy

  • 41 Posts
  • 16 Reply Likes

Posted 1 year ago

  • 4
Photo of Brian

Brian, Champion

  • 292 Posts
  • 211 Reply Likes
Grease palms? That sounds an awfully lot like bribery. Bribing people to get higher ratings? That's entirely uncalled for and preposterous.

I've been with WildBlue and then Exede since 2012. Every interaction I've had has been exceptional.

I understand I have satellite. Satellite isn't the fastest internet service around. I'd love high speed cable. Cable is in my neighborhood. It's only $21,000 away. I'm staying with satellite and enjoying life in my forest.

I wonder if your readiness to accuse bribery is the same way you approach your interaction with the Exede team? Perhaps what you experience is yourself in a mirror?
Photo of Brian

Brian, Champion

  • 292 Posts
  • 211 Reply Likes
Oh, by the way, not everyone on here agrees with you. Please do not presume to express my feelings for me. I'm able and willing to that for myself.
Photo of Steve Frederick

Steve Frederick, Champion

  • 2780 Posts
  • 1751 Reply Likes
I am one of more than 650,000 Exede customers who are very happy with my internet and the service I get from ViaSat. I have been with Wildblue and then Exede since April 2008.

Of course there are a few hundred customers who come to this forum to look for help in fixing some problems, and do get that help from the ViaSat team, and then there are those who feel that their data is being used by others, or not being counted correctly. Some have real problems with their equipment, but the ViaSat team normally gets them fixed up fairly quickly.

Many of those who just don't understand how satellite internet works, and how to carefully control how they and their housemates use the internet, will always  be on the forum with complaints about their data disappearing.

Like Brian, I choose to live in the country, and have learned to sacrifice a few things  in exchange for country living.

Judy, please do not include me in your assumption that I am not happy with ViaSat/Exede as my ISP.
Photo of Brad

Brad, Viasat Employee

  • 3086 Posts
  • 1087 Reply Likes
Hi Judy

I think the above replies are fair points and to be fair a search of reviews of even unlimited service like Comcast or DSL will have very outspoken complaints. Typically a negative review is more likely than the other way around. I mean I personally only have one review on Yelp and it was to express anger at a traveling company. However with that said, a lot of complaints are a mix about the limitations of the technology, how their data is being used, and so on. There's also very legitimate complaints as well. The only reason this forum exists is to self-help and offer customers with problems another channel to try to get the help they need. I'm part of a team of Exede's social media group based in the corporate office that personally tries to address these online complaints and try to the best of our ability to fix any problems that there may be. I will gladly invite you to email us personally at exedelistens@viasat.com and we can address any issues you have with the service.
Photo of Judy

Judy

  • 41 Posts
  • 16 Reply Likes
Of course all the above points are fair, they are your "Champions". I don't see where you acknowledged that customer service is rude and that needs to be fixed. Even your contracts are ridicules. As far as using so much data I do blame the service because I used to have a service that I only had 5GB and never went over, with having 10 now I go over every month. I do nothing different. You always have an excuse of why. Why don't you just try to solve it.  If your service was so great you would not need such a contract. And I know it is not just exede with problems, all services are bad these days, tv. phone, etc. 
Photo of Brad

Brad, Viasat Employee

  • 3086 Posts
  • 1087 Reply Likes
Hi Judy,

We would need to look at your account personally to see why your data is draining. A LOT of things could be the cause: Multiple devices, updates (that's been a big one lately), streaming, DirecTV, ect. We can't say why something is happening without looking at your personal account as each person has different online habits and different ways they use their data. Email us and we'll gladly go over this with you in detail (we can even send what we see). 10GB is surprisingly super-easy to go over in a month, some can burn through that in a single day (considering watching a movie in HD can kill 3GB alone). 

As for contracts, this is not uncommon with satellite services. Whether it's for internet or TV you can almost always expect a 24 month agreement. The installation of the service comes at a large cost per customer (paying for labor and materials) and an agreement is always required. That's not to say in the future we may see something that won't require it but as of now every new activation or account requires an initial 24 month agreement. 

I can't recommend having you email us personally enough. We can work with you one on one without a forum of others intervening, we can go over what's bothering you with the service, usage, point of sale, ect.
Photo of James

James

  • 333 Posts
  • 51 Reply Likes
all my data was drained with the Ethernet cable off the back of the modem 2 days after reset. so what is the problem then? 200 percent sure it is not updates or anything you mentioned above. probly that "overhead useage" 
Photo of Jim16

Jim16

  • 2202 Posts
  • 1909 Reply Likes
I hope everyone understands that this forum was created by Exede to try and help the small percentage of customers with their problems.  Exede isn't required to have this complaint forum.  It would probably be in their best interest NOT to have this forum where people accuse them of everything from greasing palms to theft of data.  I think it speaks volumes that this company offers this forum to it's customers.  And it does help a lot of people.  More than we will ever know because the vast majority that are helped never come back to let us know things like, " oh, they aren't stealing my data, my kids invited their friends over to use mom and dads free internet. Sorry for accusing you."  ( I would love to start seeing that happen!)
Photo of James

James

  • 333 Posts
  • 51 Reply Likes
so when it happens with the Ethernet cable unplugged from the back of the modem? 2 days after a reset. " overhead useage"? = theft of data
Photo of GabeU

GabeU, Champion

  • 896 Posts
  • 546 Reply Likes
The percentage of requests for help, or even complaints, is low when compared to the overall number of customers.  No service is 100% without issues, and no service has customers who don't mistakenly believe all issues are the service's problem, when, in fact, some of them have nothing to do with the service, whatsoever, and have only to do with the customer's own equipment and/or setup.  
Photo of Brian

Brian, Champion

  • 292 Posts
  • 211 Reply Likes
I'll star with a good review. I've not had a problem in more than five years.

Expect to see more complaints than compliments in a forum like this. Most of the 600,000 people are satisfied or happy. They don't show up here to complain.

Were you happy with the last toaster you bought? Did you go to any public forums be say how much you liked your Sunbeam two slice toaster? If not, maybe you should.

Then, people like you will appreciate what you've done for them.
Photo of GabeU

GabeU, Champion

  • 896 Posts
  • 546 Reply Likes
well when you say exede has more good reviews than bad that is 100 percent false.
Where did you read that someone said Exede has more good reviews than bad reviews?  

Learn about why people make unsolicited complaint reviews at a much higher rate than unsolicited  compliment reviews, and why more complaints than compliments is not at all indicative of their service.  
Photo of GabeU

GabeU, Champion

  • 896 Posts
  • 546 Reply Likes
well when you say exede has more good reviews than bad that is 100 percent false.
James, the question remains.  Where did you see someone say that Exede has more good reviews than bad reviews?  Posting a link to reviews doesn't answer the question.  You made the claim, now back it up.  Where did you see that someone said that?  
(Edited)
Photo of James

James

  • 333 Posts
  • 51 Reply Likes
seems the comment was deleted was ^^
Photo of Tammy Berg-Neuman

Tammy Berg-Neuman

  • 0 Posts
  • 0 Reply Likes
My bill last month was over $500 because family came to visit. They fed me wine and I gave up the internet password. Since we are suppose to have a free zone from 1am to 5am and that is when I scheduled all downloads, I thought I would be ok, lmao. We have no choice, they have monopolized the market and targeted the country folk. I could have bought a club cadet tractor for the money I have paid to satellite internet. Hopefully a class action will take place and I believe we are discriminated against as we do not have the same rights as the suburbans and city dwellers.
Photo of Bev

Bev, Champion

  • 3067 Posts
  • 1285 Reply Likes
On Business 50 (automatic buy more charged) the Worst I have managed is 300.00 for one month. In that month, I was working with a new farm, helping them get setup in another state and, was on FaceTime calls 4-5 hours per day 18 to 20 days of that month. Plus I also did the Windows Creators Update and, added a new tablet, and all of it's updates and app downloads that month.

Yes that was a bit over 20 GB additional, but, I knew I was doing it and, it was my choice to pay the price for that month. I know that 99.9% of the time 50 GB is enough for me so, no need to switch plans, just pay the extra here and there as needed to do what I need and want to do online.
Photo of Brian

Brian, Champion

  • 292 Posts
  • 211 Reply Likes
Perhaps you don't understand monopoly. Not all monopolies are illegal. Monopolies become illegal when the company or person actively keeps competition out of a market segment or geographic area. Exede isn't doing that. You wrote that you used to have a different service but changed to Exede. That seems like proof there is competition in your marketplace.

Sure, cable providers can install lines in rural areas. They don't because the demand for services is so small v. the high cost of installation. BTW, every cable company is granted a legal monopoly - by the government. 

Country folk are Exede's target market - a market underserved by other providers. But, to say they, or anyone else, is illegally targeting country folk because of their situation, is laughable. They serve a niche market. Welcome to life in a niche market.

Have you considered why you don't have a big-box grocery store close to you? Probably not. Walmart is not going to build a store in an area with low population density. Are they discriminating against country folk? No, they're making a rational business decision.

Perhaps you don't understand class action suits or civil lawsuits very well. In order to succeed, plaintiffs need to show they were somehow disadvantaged. Difficult to do when you can simply say "no" to Exede and "no" to the internet and you decided to change to a competitor.

As for the discrimination? Not all discrimination is illegal. Discrimination is illegal when it is based upon: race or color, national origin, sex, or religion. If you feel the discrimination you're subjected to is based upon one of those protected classes, then bring suit.

Rural living is not a protected class. Nowhere in our Constitution do the words "rural" or "country folk" appear.

There's no monopoly, there's no unfair targeting of disadvantaged people, and, although you can sue anyone for anything, finding an attorney to take a case like this on contingency is about as slim as you getting cable to your rural house anytime soon.
Photo of Judy

Judy

  • 41 Posts
  • 16 Reply Likes
I don't know where you are coming from since I didn't mention most of what you are commenting on. And Walmart is going to build here.
Photo of Old Labs (VS1-329)

Old Labs (VS1-329)

  • 3806 Posts
  • 3848 Reply Likes
All of the replies in this shaded block are to Tammy Berg Neuman.

That being said, I have paid for my Cub Cadet (direct drive trans - not belt drive transmission) with all the money saved on not buying more data over the years ;) 
(Edited)
Photo of GabeU

GabeU, Champion

  • 890 Posts
  • 546 Reply Likes
My bill last month was over $500 because family came to visit.  
How is that Exede's fault?  Did they instruct your family to blow through your data like potato chips on Super Bowl Sunday?    
Hopefully a class action will take place and I believe we are discriminated against as we do not have the same rights as the suburbans and city dwellers.
Going by that logic, people who live in remote Alaskan villages should sue because they have to pay twice as much for jar of chunky Jif than someone in the lower 48, right?
 

Satellite internet is considerably more expensive when compared to ground based services because it is the most expensive to provide.  Do you think the satellites, throwing them in space, and maintaining the ground based infrastructure is cheap?  The equipment, including that in your home?  

They data offered is also less because the system has a far more limited throughput, and the data offered, and when and how people will use it vs what it can handle is a balance.  Start offering considerably larger data packages, or even unlimited data, and the system gets so slow that you won't even be able to watch a ten second compilation clip of all of the words larger than two syllables known to the Duck Dynasty folks.  It's a two lane road vs a twenty lane freeway.  You should be happy that you even have that two lane road where you live rather than getting in a tiff because your family drove up and down it all day long and you had to keep refilling the gas tank.  
   
Photo of Judy

Judy

  • 41 Posts
  • 16 Reply Likes
I used to have a company that I only had 5 GB a month but they were a little bit more expensive  and so I thought I would try exede. I never went over my 5 GB in a month, but now having 10 GB I go over every month. So how can that be? Hmmm. That seems a little weird. I don't use it any differently now than I did then.
Photo of Brad

Brad, Viasat Employee

  • 3081 Posts
  • 1085 Reply Likes
Yeah Windows 10 has been Public Enemy No 1 on data lately. Stealthy background updates that have little to no indication that they occurred other than the big bite out of data....which on a Liberty 10 plan can be crippling 
Photo of Judy

Judy

  • 41 Posts
  • 16 Reply Likes
I have windows 7, never said I had windows 10, using google chrome. I am connect directly to your modem.
(Edited)
Photo of Brian

Brian, Champion

  • 292 Posts
  • 211 Reply Likes
Perhaps some, or many, of your guests are running Windows 10. Or, their smart phones are connected to the cloud.
Photo of Judy

Judy

  • 41 Posts
  • 16 Reply Likes
I have no guests that come here with phones or anything else.
Photo of Old Labs (VS1-329)

Old Labs (VS1-329)

  • 3801 Posts
  • 3843 Reply Likes
Yes, I see that I misread your post above and were referring to 10GB not Windows 10 - which is why details matter ;)

So what have you done to prevent Windows 7 from automatically downloading updates and is that setting still in effect? -although Windows 7 updates are not all that large nowadays.

Same recommendation on Glasswire to determine what exactly is using data not simply a generic, categorical breakdown. Actually the best option if connecting directly to the modem with a single device.

What are you doing in chrome to prevent auto playing and more importantly pre-loaded videos that are embedded in most web sites these days? You don;lt even have to watch them and they'll consume data.

What about ads and adblocking? Most web sites are so bloated to the extewnt that I can point you at some that will only consume 900KB or so of data with ad blocking, flash control and taming javascript - without it., those same sites use up to 6 MB on each visit (since I visit them some 10 times or more per day with no caching, using 9MB is alot better than using 60MB 

Since you're on Windows 7 directly connected to the modem (I'll assume not the WiFI modem but again detal matters), I'll tell you what works for me:

  • Firefox as the browser (not my first choice but is best for me in conserving data).
  • The AdBlock Plus Add-On for Firefox
  • The Flash Control Add-On (not to be confused with the FlashBlock add-on). Flash Control handles the negative data impacts caused by HTML5 medi, while FlashBlock does not. Get ready for more HTML5 media now that Adobe is official killing off Flash in 2020.
  • Selective use of the YScript add-on for Firefox to tame unruly java script on certain web sites.
  • Using Glasswire to keep track of how data is being used in detail. While my habits rarely change, web sites often do as web site designers come up with more new, innovative ways to use my data in ways I don;t want them to.
  • Ensuring that automatic updates are turned off for all applications as well as Windows 7.
All of that data saving also has an additional benefit beyond that oif consuming less data and eliminating unwanted bloat from web pages - in doing so, pages fully load and display more quickly (giving me at least an illusion of speed while browsing).

As always your mileage may vary, which is why it's best to monitor your data usage independently and own it - ViaSat really has very little control over how you use your data. 
(Edited)
Photo of Hfcomms

Hfcomms

  • 99 Posts
  • 138 Reply Likes
The FCC puts out a report called 'Measuring Broadband America' which is a dispassionate view of broadband ISP providers including Viasat and Hughesnet.  The latest report I could find was the 2015 report and Viasat did very well among it's peers.  That report is located here;

https://www.fcc.gov/reports-research/reports/measuring-broadband-america/measuring-broadband-america...

With well over 600,000 subscribers of the service and you look at the number of people that come on this particular portal to complain the truth is that for 'most' people Exede meets or exceeds expectations as it does in my case.  I understand the limitations of Satellite Internet service so am not dismayed that I don't have cable modem or fiber optic performance.

Yes, some people have legitimate problems and some of the people that complain here also have legitimate issues that need to be addressed.  But overall customer satisfaction is very high.  That isn't Exede making the claim but the FCC who did the report.  As has been said in the past these sort of forums attract people that are having problems so you could some here and be lead to believe that the service is trash.

You go to the Hughesnet forums and you read the same things.  You go to the AT&T forums or any ISP forum and you see the same thing.  Just about all who opine think that their ISP is the worse one out there and they want their pound of flesh.  Fact of the matter is nobody is holding a gun to our heads to make us get this and most of their customers [not all] are either satisfied or content with the service as I am overall.
Photo of Old Labs (VS1-329)

Old Labs (VS1-329)

  • 3801 Posts
  • 3843 Reply Likes
2016 is latest:

https://www.fcc.gov/reports-research/reports/measuring-broadband-america/measuring-fixed-broadband-r...

Not quite as rosy as 2015 report for ViaSat (or Hughes) - but remember that all stats are through September of the year prior to the report.  As noted in the 2016 report:

"This year we also noted a decrease in the actual speed to advertised speed for satellite ISPs, Hughes went down from 203% to 153% while ViaSat went from 107% to 71%. This may be the effect of new customer additions to the respective networks or increased usage per customer and the capacity of the satellites currently in service.  Future launches of more advanced satellites are expected and may reverse this trend."

As far as the FCC reports go, it'll be another couple years before they actually reflect the new satellites for both HughesNet and ViaSat - we'll know sooner than that.   
(Edited)
Photo of Jason Nelson

Jason Nelson

  • 1 Post
  • 2 Reply Likes
Anyone claiming that they're satisfied with this service probably works for exede. The fact is that they know they have us all bent over, because if we had another viable option, we'd take it. Satellite service is for Facebookers. It's fine as long as you never need to download, stream or update anything. If you buy a new computer, stop at McDonalds to update it on the way home because you'll never be able to do it on your connection. It seems to me that if this is the best you can offer your customers, you should probably stop accepting new customers, because the service is already past max capacity. I pay triple what others only a few miles away pay, for 1/10th(or less) of the service and it sucks.
Photo of Brad

Brad, Viasat Employee

  • 3081 Posts
  • 1085 Reply Likes
Hi Jason

I'll gladly look at your service for you to see what's going on with it. You should be able to do online activities and as long as you're within your data limit you should be fine, if not, we certainly want to take a look at it. 

Of course if you were to compare the satellite technology to what you can find in town, you're going to see a very clear difference but we are talking about 2 different technologies, while both provide the internet; the delivery, capability and features are going to be different. Satellite has data caps because we have a finite amount of data we can use whereas the DSL/Cable providers can very easily expand their networks (although they stop short on expanding into rural areas as they do not feel the costs of doing so justifies the little revenue they will get in return). 

I 1000% understand the frustration. The last few years the internet has exponentially become shaped by habits of DSL/Cable users (to be fair that's a majority of the US) so things like streaming (nowhere near as popular as it is now 5-6 years ago, but with all that original programing...) all have become popular and to a degree an expectation of many online. Just look at the recent award shows Netflix was getting just as many nominations for their in-house productions as movie and TV studios. So this is a need we want to address ASAP and we are with ViaSat 2. Unfortunately it's still a few months away from us being able to use it but we assure you we're more ready for it than our customers and would open the floodgates this morning if we could. With that said we believe this will allow for activities like streaming to be something our customers can do without draining all of their data once we release it. 

In the meantime if you're needing me or my teammates to look at your account feel free to email us at exedelistens@viasat.com and we'll gladly assist.

This conversation is no longer open for comments or replies.