Unhappy with service

  • 11
  • Problem
  • Updated 9 months ago
  • Acknowledged
  • (Edited)
All I saw was "Affordable high speed broadband internet with speeds up to 25mbps." That's the biggest flat out lie to begin with, it's more like "up to 5 Mbps." That's on a good day. They promise you all this good stuff and how great it will be, then they lock you in a 2 year contract and you realize what a big mistake you made. This service is like paying an employee 12 dollars an hour while they sit on the side lines doing nothing. If you live in a place where this is the only internet available, DONT DO IT. You won't get what's promised on your plan, ITS NOT UNLIMITED, and you'd be better off moving to a more populated area where a legit promising company provides broadband. Next thing I want to add is: When they installed their p.o.s. satellite at my house, they cut an electric wire completely in two. That electric wire went to my garage and fried my electric bay door (ITS THE ONLY DOOR TO GET INTO MY GARAGE.) THEY SENT SOMEONE OVER HERE TO FIX THE WIRE BUT EXEDE ISN'T GOING TO DO S*** ABOUT MY DOOR.This is the worst experience I've ever had and I will not be recommending this crap to anybody. I'm stuck in a 2 year contract paying 80 to 100 dollars a month for something that doesn't work. I've pretty much unhooked my router cause I wasn't getting internet anyways. With that being said, Thanks exede... Thanks for everything (headaches, cleaning out my wallet, breaking my garage.) I really appreciate it.
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Jacob Harville

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  • Used, pissed off, broke

Posted 1 year ago

  • 11
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Matt B, Viasat Employee

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Jacob,

I'm sorry you've had such a bad experience with our service!  I'd like a chance to see what we can do to help you out.

Please send us an email at ViasatListens@viasat.com with your account information, or the phone number attached to the account.  
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Chris Pollan

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Jim16

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If you are using Wi-Fi there has been an issue with some Viasat Modems/Wifi.  Try a speed test hooked to your computer with a cable.
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Grumpyoldman

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Well I hope they do read it thoroughly because my dealings with the company have been great. My speeds have mostly been between 18 and 35 Mbps for the last few years. I've only had 1 problem CS agent and they have been reasonably responsive to some of my wacky ideas. They're not perfect. .. but I am still a happy camper. Now I hope the next time you do your due diligence and find some company that you can live with. Good Luck in the Future!! 
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James

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I have not seen 1mbps download in a long time , they say congestion but that is bs.
upload? forget it, about it 0.07 at best. these speeds are consistant 24/7 no matter the time of day or nite.
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Susan Kornblut

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Had to be a bad installer I have had excede for several years I am getting 30up and 5 down I cant get cable because they wont run it out here.When I first got it it was 12 up and I had the liberty plan I never was slowed down by them I followed the plan.Then I upgraded to the new modem and got 25-30 up and 3-5 down.Occasionally it goes out I message them and my connection is checked .I have the freedom 150 for 110 a month and I have never gone over it is not cheap but that is what I can get where I live.I am looking forward to the new plans that will be coming out soon with the activation of Viasat 2.I surely dont expect to get the speeds of cable from satellite but Excede is the best Internet Provider for those of us who live in the country.Thanks Viasat.
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bbminis

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Very typical for this provider.
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Susan Kornblut

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Not at all true.
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Safely Anonymous

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jacob- that sure is a horror story i've been with excede now for about 4 months i am not impressed at all i feel their claim of 25mbps with the silver package is quite laughable its not near that.  i would be interested in the feedback of the new satelite will be monitoring these forums to hear more probable horror stories of more money ripped off by their customers.  This is true mistreatment of customers high prices lock you in contract- awful speeds my first night tonight where netflix is totally shutdown.
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Billy Hodges

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I have had no problems of course there are slow times when the beam in my area is busy and it's a little slower but most times I get 20mbps or more and if you paid close attention when you signed up it says UP TO 25mbps
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Jacob Harville

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Yeah, yeah, that's exedes only fighting argument for there slow speeds. "Look closely it says Up to 25mbps"

I've had charter, Comcast, and at&t all stating "Up to ###mbps". They held up theyre end of the bargain, so i held up my end as a customer.
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Bradley

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Yes satellite service is different. Sometimes frustratingly so, but it’s a great option when dialup, Hughesnet, or nothing are your other options. Always do your research. Can’t lay that blame on anyone but yourself. Bad installers aren’t representative of the satellite company, but rather just people contracted to do a quick job and leave. Don’t particularly like that model for internet or tv.

That said, I do hate a bad installer created a bad experience. This does more to hurt ViaSat’s rep than even the third party call center. The price of profits I suppose.
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Jerry Rush

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Exede sucks I upgraded to 150 gigs per month wipe them out in 7 Days slower than shit they cut me off because I didn't send the modem back in time horrible horrible customer service they all suck. I bought a Straight Talk phone for $55 if I was to get 15 gigs but instead they changed it to Unlimited on my first month I bought a Straight Talk phone and turned it into a hotspot I used over a hundred gigs that month at never slowed down 4G LTE awesome awesome awesome everybody should switch if it works in their area $55 unlimited Straight Talk Buy $100 phone and turn it into a hotspot you're good to go. They shut me off for a week and then expect me to pay them
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J&J

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 @ Jerry Rush:
I upgraded to 150 gigs per month wipe them out in 7 Days
This is the first point I'd like to address:
You mean to say you blew away 150GB in just one week?
How did you do it?  A solid 24/7 Netflix on auto start might do that.  However you did it, it was wrong and you know it.  It is not rational for anyone to burn that much data in such a short period of time.  Even a cable operator would stop you, soon.  Unrestrained, you would consume 600GB in just one month.  What company could tolerate that?  You need to move to Palo-Alto so you can tap into the Google feed.


slower than shit
Second point:
Your definition of slow doesn't agree with those that live in a world of reality.
Your speed was sufficient to cause you to consume 150GB in just one week.  Some people that visit here couldn't do that in a year, and they're happy to have anything for the Internet where they live.  When it gets better, they're happier yet.

  
they cut me off because I didn't send the modem back in time
You are being less than truthful here.  If you were indeed cut off, it wasn't because the modem wasn't returned on time.  That is a self-annihilating statement of mis-fact.  The cut off would need to precede the return time allowed to get the modem returned. 

 horrible horrible customer service they all suck
It may seem that way when you are not satisfied and what you want from customer service is beyond their ability to provide.
They shut me off for a week and then expect me to pay them
Again, I must question the alleged cut off.  There are situations that would cause Viasat to cut you off; failure to pay being one of them, abuse of their network is another.  Your statement above is not clear because you never defined what you perceive to be cut off.  Is it the after-priority-data-exhausted slower speed from being de-prioritized, or were you flatly severed from all service?

I think I'll find the Straight Talk forums and monitor them for awhile.  I expect to see your malicious rant there when they give you their final notice.

The remainder of your rant is spam.
 
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david, Champion

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The last time I looked a year or so ago, Straight Talk didn't let you tether at all.

I just looked and ANY tethering is against ST's terms of service.

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Susan Kornblut

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This poster is nuts I stream and never use 150gb I don't know how you did it.Maybe you streamed nonstop.Also no cellular provider is unlimited even though they might say so they have data caps so the thing about straight talk is not true.We have Verizon Unlimited we have a usb modem besides our phones and once you use 15gb you are slowed and warned.
(Edited)
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Jim16

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You are 100% correct.  Unfortunately people see "unlimited"  and that's all they see.
Definition of unlimited has changed forever because of the cell phone providers.  Tethering and hotspots are NOT a home internet service. I don't want to watch Black Mirror on my 5" cell phone. 
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Karen Dunning

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I agree with the post 100%. We had our high speed used up in one day according to viasat and no one was even home the whole week, explain that. It's always used up every month in 2-3 days with very little use and then the rest of the month it's so slow it's worthless. Waste of $80 a month.
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Billy Hodges

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There are a number factors that can cause you to use up a lot of data quickly. For example if you have any computers on and automatic updates are turn on, that can burn up data quickly. To fix that set you internet connection on your computer to metered connection. Also any mobile devices or tablets in the home if they don't have automatic updates turned off they can hog a lot of data. Video Game systems are the same way. I had a issue one time where I forgot about a game update the night before and woke up the next morning poof all my data was gone. So you have to look at your devices before blaming Viasat.
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Grumpyoldman

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@Judge - I've done  in excess of  600G in one month with Viasat this year and I was de-prioritized too, and I don't stream as a rule.
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Harvey Mueller

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Correct Jim16.  Because of limited options I got Verizon's Home and Small Office Internet solution - a hotspot - for internet with Unlimited plan shared w 2 cell phones only to discover in fine print Unlimited means 11 Gig for hotspot before being throttled to 500k speeds.  Viasat is not unique in wordsmithing 'Unlimited' plans.  I'm on Unlimited Silver and very happy w speeds and the 150G cap is fine for my needs.  Unlike Verizon, Viasat does make it known upfront of the presence of the 150G cap.  Happy so far
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Jim16

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I can't blame Viasat for having to use "unlimited" in their plans.  They have to compete with the other guys.

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VeteranSatUser, Champion

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Unlimited data. Except if you exceed 10GB you will be slowed. Now THAT is B.S. advertising!
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Jim16

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Agree.  At least Viasat gives you 150GB.
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Jim16

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Agree.  At least Viasat gives you 150GB.
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Stephen Rice, Champion

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My Liberty 12 plan is unlimited although Viasat doesn't advertise it as such. So far I've used about 100 gb for the month.
(Edited)
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Jim16

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Good point.  They very well could call it unlimited.
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Harvey Mueller

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Unlimited data .... all you can suck through a soda straw after your allotment.
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Jim16

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HA!  The key word here is data.  Not unlimited speed.  As long as they don't completely cut you off, it is called unlimited. 
      "Once the genie is out of the bottle"  it is impossible to put her back.
(Edited)
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Stephen Rice, Champion

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If you need more than a straw to drink soda, you have a serious problem with your diet.
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James Paramore

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Straight Talk is a Tracfone service and they don't allow tethering. You will get in trouble pretty fast if you do it. Probably the reason he hasn't posted back.
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James Paramore

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Straight Talk is a Tracfone service and they don't allow tethering. You will get in trouble pretty fast if you do it. Probably the reason he hasn't posted back.
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Old Labs (VS1-329-L12FZ)

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Returning to the original poster and his garage door opener - check to see if it's on a circuit protected by a GFCI receptacle or another breaker and reset as needed. If so thank that device...
(Edited)
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Jacob Harville

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It's not unfortunately. I just moved to this house and the garage door that was put on it, well it was a very horrible job yes, but it still worked. I had to make another way into the garage. (A project I had planned later on down the road, instantly got put to top priority) and I had an electrician they sent out come look at everything inside the shop. There's power to everything including the door, but it still doesn't work. Nothing to protect it either so the whole circuit is fried.
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Stephen Rice, Champion

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My Viasat dish isn't a p.o.s. it works great unless there is a layer of snow on it.
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Old Labs (VS1-329-L12FZ)

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You weren't listening they installed the satellite at his house - but ping times are great! Of course after his install experience, he probably wants to launch the dish into geostationary orbit.

FWIW, I actually had a similar self inflicted problem like that with my garage door opener it's took a while to locate the GFCI receptacle that was protecting that circuit.

Of course,  I probably wasn't paying attention either... he did say it was the only door to the garage and the receptacle may be in the garage calling for plan B and a sawzall (but I keep mine in my garage) - perhaps I'm reading the post too thoroughly..    
(Edited)
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Safely Anonymous

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i'm not impressed with excede i believe i will be looking into paying 15 per month for remaining months on my contract
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Bradley

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Question being if you had a better option, why did you get ViaSat in the first place?
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Safely Anonymous

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at the time i wasn't aware of the better option
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Bradley

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Most of the better options are worth paying $15 for each month of the contract. I’m out of contract now, but any decent dsl plan or better will save you money even with the penalty. Good luck.
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Stephen Rice, Champion

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It all makes sense now.  If Safely Anonymous couldn't do the research to find the better option, there is no way he/she took the time to read the details of the plans offered by Viasat before signing up.
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VeteranSatUser, Champion

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Hence they want to remain "safely anonymous"
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Susan Kornblut

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My neighbor up the street got a fixed internet thing with At and t the speeds are 10 up and 3 down though they claim 20 and the cap is 170 gb for 80 a month .I would rather have the speeds I am getting with Viasat than that reminds me of what I initially had with Wildblue to me a ripoff.Oh and AT AND T never would run cable out here even though I was told years ago they would. No thanks I do not like that company.As far as the person that made the post about a Verizon hotspot we have one it slows speed when you hit 15gb so even though they say unlimited it is not.
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Brandon Fisher

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Since i play online games and use a vpn if i had an option like that i would probably go with it due to the lower latency alone. But right now i'm stuck with sat internet and using a 4g connection for my gaming. I could honestly give a rats ass about speeds above 12mbps if i have a data cap all faster speeds do is allow me to get to my cap faster. Latency on the other hand i have to care about especially with mining too.
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VeteranSatUser, Champion

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Cleanup. Aisle 7.
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Andy Schack

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Hey Irv......I was never even ON aisle 7, I'm tell'in ya. 

Andy
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Steve Frederick-VS1/Beam314, Champion

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People do get bored on the weekends. :(

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