Frustration with Climbing

  • 1
  • Problem
  • Updated 3 years ago
  • Solved
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

I cancelled this service for my mom because she had to go into senior housing. They informed me that I needed to return the equipment, which I expected, but then I found out that I have to climb up on the roof to get a part I need to return. I have all kinds of health issues that prevent me from going on the roof, so have had to delay the return of the equipment until I can get someone over there who will do it. I just received a bill for over $300 from them because the equipment was not returned. What in the world do they expect? Not everyone can climb up on a roof and be safe. It seems like a lot to ask of someone who just has to cancel service due to aging. Nuts.
Photo of Ginny Helseth-Miller

Ginny Helseth-Miller

  • 2 Posts
  • 1 Reply Like
  • extremely frustrated!

Posted 4 years ago

  • 1
Photo of LorrieL

LorrieL, Champion

  • 647 Posts
  • 219 Reply Likes
I have to agree that this climb on the roof thing can be a problem for some people.  others have someone available who is able to do something like that, but certainly not everyone.  This will be  an issue for me if I need to cancel.   Yet this is  standard operating procedure for both Hughes and Exede, the only satellite internet providers available where I live (no landbased available).  So objectively, I know this is part of how having satellite internet works.  Not that this helps you with your current problem, sorry to say.
Photo of Knight Rider

Knight Rider

  • 957 Posts
  • 536 Reply Likes
Send exedelistens@viasat.com an email and they will hopefully be able to get that removed off your account and get you an extension on the normal return time to allow you to get the tria off the dish. 
Photo of Kaotic Technologies

Kaotic Technologies

  • 281 Posts
  • 120 Reply Likes
Get on the roof.....you made us techs do it..... if you refused a pole mount...and wanted it on the roof... you choose your fate. You think us techs like climbing a roof...... i hear many customers say.... ohhh heck no....im not getting up there...... but when I do a site survey..... and offer a pole mount for a fee.... customers have NO problem saying no.....im not paying for a pole.....its going on the roof...... so if i had to.... sounds like you need to..... or call exede... they will send a tech out to get the part..... and charge you a fee because you will not do it.

This is what i am saying....every one says oh how daangerous.....omg its so steep......how dare they ask me to get that part...... and i say yea.....try installing a dish up there..... you didnt care about the techs safety.... were not supermen. We slip and fall just like every one else.... we cant fly.
Photo of Shirley

Shirley

  • 3 Posts
  • 0 Reply Likes
I never was asked if I wanted a pole mount or I would have gladly accepted. You get paid for your "dangerous" job. Do you tell people they will have to climb their roof to send the equipment back at the time of installation? And are you just assuming that no one cares about a techs safety or people actually tell you that? I doubt it. Very unprofessional, but what I would expect from this company.
It's probably time for you to look for another career, sounds like your not a people person.
Photo of Kaotic Technologies

Kaotic Technologies

  • 281 Posts
  • 120 Reply Likes
Yes i tell folks they will need to return the lnb and modem when they cancel.
Photo of Ginny Helseth-Miller

Ginny Helseth-Miller

  • 2 Posts
  • 1 Reply Like
We were never told that we would have to climb on the roof and retrieve anything when we had this installed at my mom's house.  We never would have signed up knowing that this was going to have to happen.  Also, what happens to all of the wiring and dish that are up on the house?  Do we also have to become electricians to be able to disconnect all of that from the equipment and the house so we can try to get it back to you?  Most ridiculous thing I have dealt with in a long time.  I will be reporting this situation to the MN Attorney General's Office and any other Attorney General's office where the company has customers.
Photo of Old Labs (VS1-329-L12FZ)

Old Labs (VS1-329-L12FZ)

  • 4281 Posts
  • 4367 Reply Likes
See Exede Lindsey's response below. I'll repeat it here just in case since it appears to have been lost in the exchange of rhetoric, pleasantries and unpleasantries - isn't social media wonderful?

Hello Ginny, I definitely understand your concern for safety in retrieving your Tria. We do offer the option to send a technician to retrieve this piece of equipment for you to send back for a charge.  Please contact us at our Customer Care line at 1-855-463-9333 to schedule this appointment or you can contact us by emailing to exedelistens@viasat.com. Thank you.    
However, since I've reached my non-climbing days myself I'd probably reach out to my next door neighbor's kid and have him scramble up to retrieve the TRIA (the thing at the end of the arm) and slip him an Andrew Jackson - knowing him he'd decline but I'd stuff it in his shirt pocket anyway.

The only thing that needs to be returned form the outside unit is the TRIA. The dish itself can be abandoned in place or remove it for aesthetics leaving only the base plate in place to avoid any future roof leakage. Knowing me, I'd probably have the dish itself removed and re-purpose it as a bird bath or perhaps a wok.   

On the inside, the modem needs to be returned.

Much ado about nothing in the grander scheme of things... fortunately I had an installer who provided a printed contract where that responsibility is spelled out and often overlooked when signing electronically.
(Edited)
Photo of Knight Rider

Knight Rider

  • 957 Posts
  • 536 Reply Likes
Sorry you were never told about that needing to be returned should you ever cancel your service, but that is standard for all sat providers.  No matter if it is DirectTv, Dish, HughsNet or Exede when you cancel they want the tria and modem/set top box back.
Photo of LorrieL

LorrieL, Champion

  • 647 Posts
  • 219 Reply Likes
Kaotic T, I don't agree at all with your take on this one.  I was given no pole option when my installation was done.  I had had a pole with Hughes and it was sitting right there.  the exede installer told me that "they don't do that" (pole installations) and since I live in a very heavily wooded area, I figured roof install wouldn't hurt in the long run anyway.  But I, for one, had NO choice in the matter.  
and this person also talked about health issues.  Yes, it is dangerous for you, but it is IMPOSSIBLE for some.  I have health issues which would make it VERY dangerous for me to attempt getting up on my roof, IF I could even manage to do it.   Some people have more hardships than others that make things more difficult.  I am a widow, I live alone and have no family.
Not to mention, not everyone even HAS a ladder on hand to go get up on their roof.  This having to unscrew a piece of the equipment upon return just isn't something people generally know about ahead of time or expect, and they generally don't like it.  This person just expressed that view in a reasonable way.  You are so comfortable with the equipment and technical stuff that you just don't know what it is like for people who have no such experience and aren't comfortable with it.  and not everyone has friends or family to run right over and help.
Photo of HMC1940

HMC1940

  • 605 Posts
  • 253 Reply Likes
@LorrieL I started out with Wildblue and I was given a pole option which I had to pay for but said okay. We have a very steep roof for one thing and had a new roof put on and sure didn't  want any thing attached. Also when wind blows hard didn't want take a chance of flying dish. For Exede they used same pole and wiring. :-)
But the older you get the less you want to be climbing around on roofs.
Photo of Kaotic Technologies

Kaotic Technologies

  • 281 Posts
  • 120 Reply Likes
Exede and wildbkue have the same diameter az/el. So as kong as it was installed correctl, techs can use the same pole....considering line ofnsight to new satellite.
Photo of Knight Rider

Knight Rider

  • 957 Posts
  • 536 Reply Likes
My installs were the opposite I never said to do the pole mount they just did it.  Granted it's a 2 story house so most likely they werent even going to attempt to climb up on the roof.  I guess they could have attached it to the side the house but maybe because of it being vinyl siding they didn't, either way i would much rather it on the pole.  But back to Lorrie and my post from the other day, If in our case we were switching from hughesnet and there was the hughs dish there that was going away and it was already on a pole and connected in to the house, why would you not just take that dish off the pole and put the exede dish on there and be done in half the time.  You wouldnt have to run new wire, wouldn't have to climb on the roof nothing all you would have to do is put the dish on the pole and aim it.  I don't know maybe I am thinking wrong but to me that seams like the quickest easiest option.
Photo of LorrieL

LorrieL, Champion

  • 647 Posts
  • 219 Reply Likes
Before my installation was done and I was on the phone with Exede, I actually did ask about that possibilty (whether they could use the same Hughes pole for installaton).  I was told what the stated policy is:  IF a pole mounting was feasible given the lay of the land (meaning whether in the installer's professional opinion whether a pole was a good way to get good exede reception), then I could choose to have that option as long as I would pay for the pole.  I think it's like $20 for the pole or something.  I asked if they could use the same Hughes pole, and was told that would be something the installer would have to decide, which makes perfect sense to me.  The installer would be the one who could tell if that Hughes pole would work with Exede equipment.  When my installer came and told me "we don't do that", meaning pole mounts for their Exede installations, I had to make a quick decision as to whether I wanted to take a stand and insist that that isn't what Exede says, etc etc, or to go with the roof installation.  Since in the last mo of having Hughes and just prior to my Exede installation I had begun to have reception problems, and I live in the woods surrounded by TALL trees, still always growing, I decided to just go with the roof installation.  
In my case, there was something odd going on in that I was told the installer just doesn't DO pole mounts, which is not Exede policy at all.  However, my understanding is that in some circumstances the topography/land issues where someone lives may make it inadvisable or impossible to get proper exede reception  with a pole mount.  So they have no choice---need to go with a roof mount.  If that is the case, then no one can say that that particular customer CHOSE the roof mount.  they had no choice because of circumstances where they happen to live.
From what Kaotic T said above, I am thinking that in his experience, it sounds like almost everyone has a choice in the location where he installs?
Photo of Knight Rider

Knight Rider

  • 957 Posts
  • 536 Reply Likes
Yes you have the choice where they do the install as long as you have a clear line of sight from the dish install location to the southern sky. As far as the poles the installer said they were different sizes..now to me they don't look different...I've been meaning to measure them to see but I'm sure the Exede dish mou t would fit don't think its that much different that it wouldn't fit.
Photo of LorrieL

LorrieL, Champion

  • 647 Posts
  • 219 Reply Likes
Knight, re: what you were saying about why wouldn't the installer PREFER a pole mount if feasible--I agree that you'd think they would.  when I got Hughes a number of yrs ago, before I switched to Exede, they came to my house and without discussion just did the install on a pole mount.  I didn't get into a discussion with the Exede installer who erroneously said they "don't do that (pole mounts) for Exede installs", but my guess at the time was that this installer might be on the new side and that he thought that was the truth.  He really suffered/sweated through that install, and I felt very bad for him at the time--It was SUCH a hot day--I do think he would much rather have done a pole mount install!!  I also had decided to change what room the modem was going to be in which meant a line of new wiring to that room to be able to connect the modem, instead of using the hole Hughes had put in.  I asked him what he would have to do to do that.  He said "go under the house' which I thought would have been  a TERRIBLE prospect for him.  I live in a manufactured home over a dirt crawl space and he would have had to crawl under the house to the narrowest part where he would like have been inching around on his belly! (with any snakes that might be hanging out in there)I so said, in a fairly horrified voice, isn't there ANY other way you can do it so you don't have to do that?  He thought about it and realized he could just put the wire under the siding and make one new hole for it to go into the room I wanted.  (I am not worried about such holes the way some people are).  
Overall, he got the job done, and everything works fine, but for these reasons, I wondered if he was new/inexperienced and didn't know about the pole option.  I also live in a terribly hilly (you could say "mountainous" section of Va--those beautiful Blue Ridge mountains), so maybe that installer really doesn't like to do pole mounts, I don't know.  Some people in this area can't even have an outdoor roof tv antenna (no reception at all), which makes me think there may be a similar problem when it comes to pole mounting satellite internet.  But I am just speculating.
Photo of Knight Rider

Knight Rider

  • 957 Posts
  • 536 Reply Likes
As long as you have line of sight to ViaSat-1 in the southern sky the way the dish is mounted don't matter. Roof mount is no different then pole other then some times you have to do roof to get over trees unless you run the wire in the ground from a pole on the other side the trees.
Photo of LorrieL

LorrieL, Champion

  • 647 Posts
  • 219 Reply Likes
The trees are the problem where I live.  I live in the middle of a 5 acre wooded lot, mature, very tall and getting taller, trees all around.  
I can't picture what you mean about running the wire from a pole on the other side of the trees? I think maybe my problem is that on my property there IS no other side of The pole that hughes installed was right next to my house--within 10 feet.  and now  exede  is installed on my roof, right next to the location where the pole was.
I could have pushed the matter with exede and said well, I've had this pole and it works fine, but as I mentioned, in the last mo. I had Hughes I started having problems with reception --over and over--when I'd call hughes, they would tell me I needed to reconfigure something or other...I wish I could remember the lingo but it sounded like something to do with the direction of my equipment vs the direction of the signal.
anyway, this problem came and went that last mo., so when Exede was being installed, I did wonder if the roof might be the better choice considering all the trees, which had been steadily growing over the 3 yrs since my Hughes installation.
When I moved here where I live 8 or 9 yrs ago, I already had 2 different co satellite tv disks attached to my roof.  Thankfully  I never had any leaks or problems because of that.  Hopefully I won't with the Exede disk either.  But I am wondering if most problems don't occur when those rooftop disks are removed rather then when they are still in place?  I heard one good idea, which is, if you are going to remove a roof top disk, just cut it off at the base somehow...that won't promote leaking.  but I still don't see why all this roof top equipment can't be attached at the top of the house to the side of the roof, and not ON  the roof shingles. I thought there must be some good reason until my roofer installed my new roof and then attached the directv disk to the side of my house up where it meets the roof, not on my brand new shingles.  and it worked just fine. 
(Edited)
Photo of Exede Lindsey

Exede Lindsey

  • 1827 Posts
  • 163 Reply Likes
Hello Ginny, I definitely understand your concern for safety in retrieving your Tria. We do offer the option to send a technician to retrieve this piece of equipment for you to send back for a charge.  Please contact us at our Customer Care line at 1-855-463-9333 to schedule this appointment or you can contact us by emailing to exedelistens@viasat.com. Thank you. 
Photo of LorrieL

LorrieL, Champion

  • 647 Posts
  • 219 Reply Likes
Lindsey, I am a little relieved to hear this even though I have no reason to want to d/c my Exede service at this time.  But you never know, and I HATE to get into situations where I need help with something and don't know who to call to get that help. Especially with an expensive charge looming if I don't get that equipment back by the deadline after d/c of service.   Hope the charge isn't too steep, but at least I know that if some time in the future I need help with this, I CAN call Exede.  When I d/c'd my Hughes service, I didn't see any such option, but since I had a pole mount with Hughes, wasn't  a problem.
(and I actually got the Exede installer to unscrew it for me, since he was a gentleman, and happy to do this for me).
Photo of Exede Lindsey

Exede Lindsey

  • 1827 Posts
  • 163 Reply Likes
Hi Lorrie, It’s understandable, sometimes equipment retrieval can be a hassle for some who may be elderly or such medial conditions may limit their ability to which we do offer a huge discount. For other circumstances we can address on case by case bases. Lorrie, we hope to keep you as a valued customer and your support on our forums are greatly appreciated.  
Photo of LorrieL

LorrieL, Champion

  • 647 Posts
  • 219 Reply Likes
Thanks, Lindsey.
Photo of johnny c

johnny c

  • 374 Posts
  • 159 Reply Likes
Direct TV used my Primestar pole, placed it inside the much larger pole, drilled holes in the pole at several points and bolted them solidly together that was 15 years ago, no issues at all.  I told wildblue put their pole in the same vicinity they did, excede uses the same pole. 

Keep people off of your roof.  Only a last resort to put it on the roof.  Damage your roof, leaks and and other issues.  The only one going on my roof, besides my self is a roofer.

My satellite has been working very well, for what it is, expensive and slow and hampering internet useage.  Having to have sat causes you to miss out on all the On Demand, Netflix, hulu etc.  It sucks but at this time no feasible alternative.  When there is one sat will be hurting.
Photo of LorrieL

LorrieL, Champion

  • 647 Posts
  • 219 Reply Likes
Johnny C, there is now an alternative where we satellite internet users CAN watch Netflix, Hulu etc to our heart's content.  Involves getting a 3rd party program called Playlater.tv which is sort of like an online VCR.  You can record what you like on Netflix, Hulu etc between 12 midnight and 5a.m., and it records to your hard drive.  then you can watch what you recorded whenever you choose without using data.  Not as nice as having unlimited data where you just start streaming whatever whenever you want, but Playlater allows me to watch netflix to my heart's content.  I am LOVING it as I never had any way to watch these great shows and movies before.  On demand is fabulous compared to the old ways.  Now I get what all the fuss is about!!
 I think there is a  small monthly fee for playlater.tv or you can buy a "lifetime license" which I bought together with Playon.tv (another program) for a great sale price. 
re: the roof.. if you can't get adequate Exede reception from a pole mount, you are stuck with the roof.  what I do wonder is why they can't mount at the SIDE of the roof (meaning not on the shingles), the way I have my roof tv antenna mounted.  when I had directv, that was how my roofer put my disk back after installing a new roof, and it worked just as well as when it had been applied to the shingles. So why can't an exede roof mount be done at the side of the roof rather than on the shingles?
I do wonder what the future will hold for satellite internet as more and more landbased  and line of sight technologies start reaching us rural folk.  But if they are harmed by the competition when it arrives, it won't be because they did anything wrong or are "inferior" to those other technologies.  Don't you get it?  Satellite internet never had any intention of COMPETING with landbased broadband.  Some very smart techie type people saw the need---loads of rural people who couldn't get landbased broadband---so they came up with satellite internet.  You know you can't compare apples and oranges, right?  If satellite eventually goes out of business because there is no need for them, because progress gets to the point where EVERYONE has access to landbased, well all I can tell you is that the folks at Exede and other satellite internet cos have thought more about that eventuality than you and I ever will.  So the question becomes whether satellite internet can find any way to effectively compete with landbased when everyone can get it.  Don't know if this will ever be possible--it would require some kind of new technology or something elses  we don't have now I think.
But this is exactly the position that the cable companies are already in,  Satellite tv also--they are hurting because now so many people use the internet for all their tv watching by streaming.  There are going to be people who NEVER got tv any other way than thru the internet.  I cancelled my directv recently (got a good roof tv antenna and using playlater to stream)--i have received at least 10 communications from Directv practically begging me to come badk. I have never seen anything like it. I  just got another one where they want to sign me up for a quarter of what I was paying and on top of that they say they will give me some kind of gift card worth $200.  Crazy.  Anyway, cable cos are in trouble because they have more and more competition from Netflix, etc.  who could compare $7.99 a mo for netflix to the monthly cable or satellite tv bill?  a better cheaper technology has come along.  that's all.
As soon as I get some kind of access to landbased broadband that meets my needs and is affordable, I will d/c Exede and get that.  Of course.  But this is not because I am dissatisfied with Exede as  a company.  I get from them exactly what they said I would. and it sure beats dial up.
Photo of Starring Matter

Starring Matter

  • 290 Posts
  • 221 Reply Likes
Lorrie, your posts are always a pleasure to read.  
Photo of LorrieL

LorrieL, Champion

  • 647 Posts
  • 219 Reply Likes
Thanks! 
Photo of Caroline Jones Patterson

Caroline Jones Patterson

  • 7 Posts
  • 0 Reply Likes
I was not given a choice, I was told it had to go on the house, I am facing the same problem, want to cancel my service and have no one to retrieve the piece off the dish, guess I will have to pay a tech to remove it
Photo of Christine Conrad

Christine Conrad, Champion

  • 277 Posts
  • 324 Reply Likes
Caroline, don't you have any friends, relatives or neighbors who would be willing to help you? Even a local handyman would be  much cheaper than having a tech come out to remove it.
Photo of Shirley

Shirley

  • 3 Posts
  • 0 Reply Likes
I asked the new provider to take it off when he put his up and he gladly did.

This conversation is no longer open for comments or replies.