Trouble with install tech

  • 1
  • Problem
  • Updated 2 years ago
  • (Edited)
I contacted Direct Tv for the bundle that is advertised at $99. The agent from Direct explained I would get tv through them and internet through Exede. The TV portion of the bundle is $50 plus fees and the internet was supposed to be 49 plus fees. I was told this included 12 gigs of data. Well the tv portion went off without a hitch. Service is great. No problems there. Now onto Exede. The tech came to my house. His first comment was that I needed to pay $50 more for a wireless router because that wasn't included in the $199 I already paid. So I gave him $50. My first clue should have been it had to be paid in cash. Next, he didn't have enough coax for the installation. He removed my old coax from Comcast. He draped it across the roof of my house. Drilled a hole in my wall. He left. The same night, I had no connection. Was told it was weather related. This went on for 4 or 5 days. Next, the power pack for the router got so hot, that the outlet in my wall melted. The sent a second tech who replaced everything. Sent pictures of the melted outlet and shoddy install by the first tech. Corporate informed me that the outlet wasn't their problem. It mustn't have been screwed into the wall. Well, it is still screwed into the same spot. The difference is all the plastic melted around it. I have called tech support or customer service no less than 25 times since the install on May 23rd. If I am able to connect, it is so slow that I can't do anything. If I am more than 5 feet from the router, I get nothing. I have to reset the modem and router at least 3 times a day. I've been told it's weather related, an outage in my area, I'm getting a poor signal, my router is bad, I should use Chrome and not Explorer, I should use Explorer and not Chrome, it doesn't work well with windows 10. Last week they sent tech #1 out. (The one who did the shoddy install). He turned his computer on, walked through my house holding it up to the ceiling and said everything was working fine. Next we did the remote access with a tier 3 tech. He determined there was nothing wrong with my computer that would cause any of this. He reconfigured the router. It worked for a few hours. I have spent countless hours either on hold or talking to rude agents. Problem still not solved. As I write this I am sitting in a neighbors kitchen, using their computer. Can't login on mine. Whenever I call the problem always seems to be on my end. Exede is never at fault. Worse service ever.
Photo of Ann Mazziotto Colli

Ann Mazziotto Colli

  • 1 Post
  • 0 Reply Likes

Posted 2 years ago

  • 1
Photo of Markgc

Markgc, Champion

  • 337 Posts
  • 92 Reply Likes
What Exede modem did you get and what is the wireless router that the installer "sold" you?

Have you tried plugging your pc directly into the Exede modem with a LAN cable to see how the service is. That would be my first step.

It sounds as though the power supply on the wireless router might be faulty which might cause your connection distance problems. As I say the first step will be to plug your pc directly into the Exede modem and  to verify correct operation of your internet connection.
Photo of James E Besser

James E Besser

  • 77 Posts
  • 37 Reply Likes
why did you stop comcast
Photo of Christine Conrad

Christine Conrad, Champion

  • 263 Posts
  • 292 Reply Likes
It is a bit amazing to me why you dropped Comcast for Exede. I would love to have access to a broadband service with unlimited data and lower pricing, and no worries about getting internet during foul weather. Did Comcast quit serving your area?
Photo of Markgc

Markgc, Champion

  • 337 Posts
  • 92 Reply Likes
The local cable company wanted me to pay them $12,000 to run the cable 2000 feet to my house - unbelievable.
Photo of Christine Conrad

Christine Conrad, Champion

  • 263 Posts
  • 292 Reply Likes
Markgc, my comment was directed at Ann above, and was not referring to you. I can understand your situation, I am in the same boat, about a mile from Time Warner, and no progress in 25 years.
Photo of Brad

Brad, Viasat Employee

  • 3047 Posts
  • 1069 Reply Likes
Ann,

Please email me. First and foremost when it comes to satellite we are not recommended in areas where Comcast/other large DSL or Cable providers are. Exede is more of a solution for rural areas where those kind of services are. Secondly as this was DirecTV selling you the bundle I have a extra interest in this case as it's something I've been tracking. Send an email to exedelistens@viasat.com and I can work with you and get some point of sales information from you. 
(Edited)
Photo of Markgc

Markgc, Champion

  • 337 Posts
  • 92 Reply Likes
Yes I understand that Christine, np problem. I even tried to get an expensive and slow T1 service and the phone company wanted me to pay to bury copper! Copper, I might consider burying fibre but not copper ..lol.

 I was glad to find Exede and it has performed well for me within the constraints that I expected.
Photo of Danielle Brennan

Danielle Brennan

  • 82 Posts
  • 119 Reply Likes
No other available internet providers in my area but the two satellite ones. I spent four years wit Hughesnet and a few months ago switched to Exede. I am so much happier with my Exede internet, much faster, fewer problems, and on the few occasions I contacted customer service, I as treated well. I love my Exede internet.
Photo of jones203

jones203

  • 27 Posts
  • 17 Reply Likes
I might can shed some light on the Comcast situation.  As I've written in another post, I chose to move to a very rural lot on the far edge of my neighborhood.  The cable company in this area, like another poster wrote, wanted $5,000 to run lines from the mainline.  But in my previous city, I had Comcast and their service was abysmal to put it best.  But at least you got a local person for customer service at that time.  Now my friends still there tell me you talk to someone in another country and they have no clue what your problem is.  Among other things, their operations center in Phila. would often take the system down for maintenance, and not tell C/S, leaving you to go through all the hoops and never find the reason (an investigative reporter finally found out).  On their cable tv, my favorite channel would go out while the others stayed on.  Multiple trips by techs would finally fix it, only to have another channel go out.  Since I moved here, ATT/DirecTV has been superb with 98% reliability other than weather issues, as compared to 80% with Comcast.  To conclude, I'm sorry you had such a bad time, but please be patient and work with Brad and others through their email.  I've had many issues with Exede, but these people truly want to help us and do work with me, and have always made sure my issue is solved or fixed.  It sounds like the first tech, through no fault of Exede, botched the job up to put it mildly, and hopefully you will get it worked out.  But keep in mind, your data usage limit will be far less than with Comcast, which also has gone to data limits.  Most companies have or plan to. 
Photo of jones203

jones203

  • 27 Posts
  • 17 Reply Likes
I thought I'd better clarify my statement on the first installer.  I meant they probably were a contractor hired by Exede, so that company should fix the mess, along with direction from Exede.