Horrible service

  • 1
  • Problem
  • Updated 3 years ago
  • Acknowledged
I cannot believe the horrible service that is provided. I have unplugged my modem for a certain amount of time, knowing how much usage I had left. With it unplugged I received a email stating I was at my limit. I called in and nothing was resolved. This month I unpunplugged the modem the whole month. We had gotten new phones that worked off 4 g very well and could go without the internet for a month. April 25th I recieved an email stating I had used 100% of my data. And once again I call in and they tell me my modem is on and working just fine. My question. HOW it's not even plugged in. And then they continue with the same crap as all the other months I know we didn't use it all. They wanted to ho over the usage for a modem that doesn't even have a power cord plugged in. Looks like its time for an attorney and money to be returned to me. Obviously there is something seriously wrong with your equipment and your not will to see what it is so I choose not to pay the bill or contract anymore. Service not provided doesnt warrant payment
Photo of Danielle Sekoian

Danielle Sekoian

  • 9 Posts
  • 3 Reply Likes

Posted 3 years ago

  • 1
Photo of Exede Lindsey

Exede Lindsey

  • 1827 Posts
  • 163 Reply Likes
Hello Danielle, I would be more than happy to look into your account to see if I can get this data matter reviewed for you. Please keep in mind there can be a delay in the meter updating as well. Please email your account and contact information to exedelistens@viasat.com Thank you for posting –Exede Lindsey 
Photo of Danielle Sekoian

Danielle Sekoian

  • 9 Posts
  • 3 Reply Likes
There is really no point. I have called the last 4 days to tru2 and resolve. I get hung up on or am on thr phone for well overan hour... I have better things to do at this point and can get internet for a 1/4 of your price
Photo of Knight Rider

Knight Rider

  • 957 Posts
  • 533 Reply Likes
If you can internet for a quarter or the price why sign up in the first place? Now if you want to keep your exese service send the email to Lindsey as he stated above and let him look in to your account and see what is going on. Clearly if you had your modem unplugged all month there should be no record on exede side of your modem being online. So you have nothing to loose by talking to Lindsey. If you just want to complain then complain if you want to get a resolution then send the email and let him look at your account. If you truly had it unplugged then you have nothing to loose.
Photo of Danielle Sekoian

Danielle Sekoian

  • 9 Posts
  • 3 Reply Likes
Oh and your a troller acting like you know what's going on...This isn't your problem it's mine. And since you have nothing better to do Einstein...who the hell said I didn't send the information...You? I have rocks more important than you....stay out of it. You have nothing of value to add!!
Photo of Judge and Jury

Judge and Jury

  • 1471 Posts
  • 826 Reply Likes
This isn't your problem it's mine
You put your problem in an open forum where those with experience can share knowledge learned from various situations and advise remedies.  When good advice was offered, you chose to start a flame war. Obviously hate is the driving force behind your presence here.  You don't seek a resolution to your problem, you just want everyone to see what an angry person you are.

Photo of Knight Rider

Knight Rider

  • 957 Posts
  • 533 Reply Likes
Actually I do know a lot about what's going on I talk to Exede Beau about random stuff every now and again and I have read every single post that has been posted sense I joined this forum. Not to mention I work in the IT field and have been a satellite user for over 9yrs. Also Alex wouldn't have made me champion (which I had no say in) if I didn't know what I was talking about and try to help the people here as do all of us champions along with many others.
Photo of Danielle Sekoian

Danielle Sekoian

  • 9 Posts
  • 3 Reply Likes
And if you knew EVERYTHING she would have told you the information was already sent to her...
Photo of Diana

Diana, Viasat Employee

  • 2114 Posts
  • 365 Reply Likes
Hi Danielle,  I certainly can understand your frustrations and we are working to resolve your issue.  Please be patient with us and keep the conversations positive. Thank You.  Exede Diana
Photo of Danielle Sekoian

Danielle Sekoian

  • 9 Posts
  • 3 Reply Likes
And yes, wifi from my phone is $20 per month...your charging me 80!!!!
Photo of Danielle Sekoian

Danielle Sekoian

  • 9 Posts
  • 3 Reply Likes
Do bother...I don't need any of this after 4 days of non stop denial on your part....the provider...that scammed me for well over a year. No other payments will be made from me. I refuse to put anymore time and energy into this non sense. Specially from your Champion troller who knows EVERYTHING...Done!!!
Photo of Exede Lindsey

Exede Lindsey

  • 1827 Posts
  • 163 Reply Likes
Hi Danielle, it was a pleasure speaking to you concerning your data consumption.
We are actively reviewing your issue. Thank you for posting –Exede Lindsey  
Photo of Knight Rider

Knight Rider

  • 957 Posts
  • 533 Reply Likes
Trust me I don't know everything but I do know enough to be able to help. As far as you sending your information to them that's good you got it to the right people to be able to help you. Believe me I will be the first to tell you that phone support is horrible no matter who you call that's just a fact of life. That being said the three members of the social media team are located at exede HQ and have more tools and better understanding of how there internet works and can help you much better then phone support.
Photo of Danielle Sekoian

Danielle Sekoian

  • 9 Posts
  • 3 Reply Likes
No, the guy just called and possibly added MORE fire...Telling me that it could be previous usage...well if thats the case no wonder why so many people are having problems. If it's suppose to reset on the 1st of the month the modem and computer hasnt been plugged in since March 2oth and on April 25th I recieve an email stating I used all 10G and it could be from previous usage....That's a HUGE problems
Photo of Exede Lindsey

Exede Lindsey

  • 1827 Posts
  • 163 Reply Likes
Hi Danielle, to clarify, our systems usually update within 15 minute increments. If you were to unplug your modem prior to it syncing with our systems, once it’s plugged back in, additional data that was used prior to unplugging your modem would be accounted for. That being said this is usually a few MB and certainly would not carry over through your reset date. We are actively researching your account and I hope to have this resolved for you 
Photo of Danielle Sekoian

Danielle Sekoian

  • 9 Posts
  • 3 Reply Likes
So I recieved one call, bunch of crap on this blog and no resolution....sounds exactly the same I have been going tthrough for past six months......nothing new and still service I am not using
Photo of Knight Rider

Knight Rider

  • 957 Posts
  • 533 Reply Likes
Well from the last post of Lindsey's it sounds like he escalated it the their engineering team or someone to figurr out why the system was reporting the data usage wrong and that might take a few days to get you case resolved
Photo of Danielle Sekoian

Danielle Sekoian

  • 9 Posts
  • 3 Reply Likes
Thank you...but the way I look at it...I have been calling and reporting this problem for no less than 6 months and have been told the same thing previously. And have a daughter that needs internet for a research paper and will need to find service elsewhere. As the school year comes to a close in 5 weeks my children will need to find and print information. I am expected to pay for service that has problems and has had many opportunities to be fixed. I will not leave my childs education in your hands.