Not happy with service

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  • Updated 6 years ago
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Horrible service, horrible plans, complete rip off, and they lock you into a ridiculous contract with out disclosing these things, on top of that there is no grace period to find out this service is horrible. VERY UNHAPPY and haven't even had the service for 1 month yet!
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Becca Anderson

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  • very frustrated

Posted 6 years ago

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Exede Elizabeth

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Becca,

I'm sorry to hear that you feel this way. If you are experience connectivity/speed issues, we would want to get those taken care of right away so that you can fully enjoy the service! I recommend a friendly call to tech. support for troubleshooting and to set up a NO CHARGE service call so that we can make sure the service is performing at the highest level. The best number to call is 1-866-945-3258 option 2.

It is definitely not our intention that anyone enter into or agree to service without having a full understanding of what it is all about.

We have always done our best to be VERY transparent. Providing all of the "need to know" details of what satellite internet is just a click away at our websites, blogs, community forums, etc.. We also have a list of about 15 required disclosures that are included on every new service phone call.

You are correct about the trial/grace period. Between the cost of the equipment and the installation at your home, we’re providing hundreds of dollars of value before your service is even activated. Our customers tell us that they prefer the low cost of getting started (currently only $49.99 in most areas), so a 2-year contract is necessary. We really do encourage you to make sure the service is right for you and your family before you sign up.

If you have any further questions or concerns, feel free to e-mail us at exedelistens@viasat.com.

We will do anything we can to help!
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Kimberly Kimball

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ha.
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Kimberly Fickinger

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i feel the same way had it 3 months now
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Paula Wenzel

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I am sick and tired of hearing I am so sorry. My service has been terrible I am paying way more than they advertise.
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Becca Anderson

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When I first set up this service I explained to the sales person exactly what devices I have that uses internet in my home. I have a smart tv, smart phone, playstation3, xbox, iPad (streaming netflix almost constantly for my autistic daughter) and I needed this to work with my AT&T router. I was told it would work and I would have no issues. I signed up via Directv I was NEVER disclosed I was on a 2 year contract and there would be a data limit. I was also told there would be no connection or set up fee's however I was charged $50. I have called every week since I got the service complaining of the horrible speeds and have done speeds test and I am only getting half of what I should be getting. Then I get told I have gone over my limit and my speeds have dropped even more. So the resolution is to use my streaming and downloads in the middle of the night when they wont be counted towards my limit so I try to stay up later and do that however that is when I have absolutely no connection what so ever. All of the resolutions you guys have come up with are either me spending more money for a crappy service Im not even getting half the time or using the service when I have absolutely no connection at all. How is this helpful. I also have no problem paying fee's for a service that is working. Then you offer no grace period to even find out if this service is going to work for you.
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Exede Elizabeth

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Hi Becca,

I sent you a message (via the contact email on your profile here). I would like to take a look at the account and see what I can do to help!

Thanks!
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Kimberly Kimball

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this is correct. You sign a agreement and the service is awful, then a huge charge to cancel. Try Frontier!!!
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Christina Roughton

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I have been having these same issues since last December at first I was told the slow slow speeds where due to the weather,yet summer is her and about gone and it is still slow tech support is no help
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Exede Elizabeth

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Like JSheridan mentioned, our service is not through towers. It's very strange that one of our technicians would say that!

The speeds and connectivity are dependent upon alignment with the satellite in orbit and how clear of a signal we can get at your location.

I would like to get some account specific information from you so we can take the next step in getting this resolved. Please e-mail me your account number/phone number, a brief description of the concern (copy your post from here), and the best time to reach you to exedelistens@viasat.com.

Take care!
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Gayle Hyatt

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I never got service call prior to installation. I feel very misled by excede. You can come get your dish if that would help with the $365 early termination fee
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Exede Elizabeth

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Gayle, I am not sure what you mean by a service call prior to installation... Please clarify.

When I am referring to a service call in my comments above, it is a service visit to fix any problem that may occur such as connectivity or speed concerns that can be fixed by re-aligning the dish to the satellite or replacing a piece of equipment if it is faulty (this is after installation for active customers).

Typically, your installation appointment is scheduled at the time you sign up. The only communication you would have received between that time and prior to installation would be the welcome e-mail. This e-mail includes details about the plan you signed up on, the 24 month agreement, and other important details like your account number and username for our website. It includes a link to the customer agreement that you are committing to as well. We really do offer every opportunity to understand what our service is all about before the installation happens. The idea is to take precautions so that you don't end up feeling misled. However, once the equipment is installed, the contract is in effect.

If you choose to disconnect service, the leased equipment (modem, power cord, and receiver piece off of the dish) will need to be returned. Upon disconnection we send a pre-paid UPS return shipping box. We require that the equipment be returned with in 20 business days to avoid equipment fees of up to $300. All of this is explained by the representative who processes the disconnection. It must be completed over the phone. The best number to call is 1-866-945-3258.

Having said that, we really do appreciate your business and do not want to lose you! I would like to talk with you further, but to follow the privacy guidlines I can not discuss the specifics of your account on the public page. I sent you an e-mail. If you reply to that message, I will be happy to listen and do anything I can to help!
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Paula Wenzel

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I was told that it was because I was in a rural area. That is the reason I had to get this kind internet
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mike

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hey Exede Elizabeth call me 928-287-6107
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JSheridan

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You're not using towers, you're using a satellite that is 22,300 miles above the equator. That satellite cost at least 500 million dollars and the next one isn't scheduled to be launched until at least 2016.

Satellite internet is for people who have no other choice. It's more expensive to provide and by it's nature doesn't work as well as terrestrial internet, and it has caps. If you can get normal unlimited DSL or cable internet you have no business getting satellite internet. People should do their homework before switching to satellite and not just listen to the 'salesperson' who is only trying to make a sale and probably couldn't care less about what's best for the customer.
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Becca Anderson

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Thank you, it would have been nice if we where told that satellite internet is probably not a good option for us when we explain everything we need to do with the internet. Instead of lied too and told it would work and everything would run great! This company is horrible rip off and tell lies just to get people to sign up to their horrible service and then lock you into a 2 year commitment so they can charge you even more for a horrible service you no longer want because it simply doesn't work! Then on top of it you have to not only cancel service with them but also directv and they wont let you out of their contract also because the tv works fine but at this point you don't want anything to do with either company because of the false and misleading information.
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Paula Wenzel

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What do you mean Cap? They didn't tell us that either and I have no other choice.
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Jim

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Your speed can probably be addressed but you have to ask yourself if you did your part by educating yourself about what you can do within the data limits. Being gullible and believing everything a phone sales person tells you can be very expensive. I recently told a phone sales person to send me everything he said in writing and I would sign up for his service. I never heard back from them. I hope you can get happy with Exede. It is a great product and the great majority of customers are very happy with it.
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Becca Anderson

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Maybe if all you do is check emails or facebook all day and run nothing but 1 desk top computer to it.
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Jim

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You can do a lot more than that but you can't watch movies and play games all day. You may want to check out www.wildblueworld.com/forums. You will find a lot more help there in a much more easily navigable forum. There have been a lot of posts there about what you can do with a gigabyte and how to cut back on your bandwidth usage. Good luck. I hope you get all your issues resolved soon.
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Gary Jones

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i pay over $60 a month and i cant do crap no youtube no ebay and no facebook! what is the point of paying if i can use them sites! you say im at my data limit thats 10 gigs come on i was using my phone and that was only 1.5 gigs and i never went over it! now i use this shit ass service and the slow me down and i do all the same stuff then i call about it and the tech person tell me there data is calculated different
i'm not dumb kb &mb&gigs are all the same! and she tells me if i watch youtube for 1 hour it takes one gig im no impressed at all! im about to rip the modem and satellite out and throw it in the swamp behind my house!
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Exede Elizabeth

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Hi Gary, I definitely want to take a look at your account and see what I can do to help. What you are describing does not sound normal.

10GB a month would allow for about 4 hours a day of browsing/surfing and social media (if you avoid streaming video).

Streaming video in standard definition uses about .75 GB of data per hour and high definition is 2.6GB per hour.

It is true that data through a phone may calculate a little differently because the speeds are much slower and websites will make their graphics/banners/ads in much smaller/lower resolutions because of that.

I have some troubleshooting questions that might help us get to the bottom of this. Please e-mail me your name/acct#/phone number and a copy of your post here. My e-mail address is exedelistens@viasat.com.

Thank you!
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mike

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hey Exede Elizabeth call me 928-287-6107
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Paula Wenzel

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I am having the same problems. I only spend 1 hr on facebook at the most and 1 hr on email and web pages ????? Mine is doing the same thing.
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Christina Roughton

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There data is definitely figured differntly it is just a terrible rip off
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Ryan Heath

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I hate everything about yalls crappy service. I was told everything would be fine with my online gaming and netflix as long as i used a majority of the streaming after 12pm or in the "free zone". Well....... Turns out after the install, my online gaming was the slowest ive ever seen it. I called and was told exede doesnt support online gaming. I was pissed to say the least. So i called and got a floor supervisor on the phone and told her my problem and it was going to be 300 something dollars to cancel my service even with the lack of info i was told b4 selling yall my soul. She wouldnt even consider taking some off the 300. Now im stuck with crappy internet i can barely use for what i dont even need it for. I PROMISE I WILL MAKE IT A GOAL OF MINE TO DETER ANY POSSIBLE CUSTOMER AWAY FROM YALL AND YALLS HORRIBLE SERVICE. BUYER BEWARE!!!!!!!!!!!!!!!!!! O and also check ou this super awesome install by a lazy technician.
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Exede Elizabeth

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Ryan, I'm so sorry to hear about what happened. I will be more than happy to take a look at the account and see what I can do to help!

Please e-mail me the phone number associate with the account and the best time to reach you. I ask that you also include a copy of your post here, so I recognize that it's your email.

Thank you so much!
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Ryan Heath

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I would be glad to. Can i have your email adress
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Exede Elizabeth

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Ryan,
I just sent you an email that you can reply to. I look forward to hearing back from you and have a wonderful day!
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mike

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hey Exede Elizabeth call me 928-287-6107
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Gayle Hyatt

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Oh my gosh! I couldn't agree more. It was the worst service ever and they won't work with folks who want to cancel. I am now paying for two internet providers one I can't even use. This was the poorest explained services I have ever seen. I would NEVER recommend this to anyone! Ryan, I agree with you 100%
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Kevin Anderson

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I had the same results. I searched the Attorney General's website in my state and found they have received complaints and I will be filing another one. I would never recommend this service either!
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Justin

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I've got the same issues, if i had 20GB @ $60/month that would be acceptable...as is $60 for 10GB is just simply not worth it. It is clear by the multiple upset customers that Excede regularly misrepresents this product.
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RM Beck

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From day one I have not been able to hook more than one PC to the provided modem. This service was advertised to be able to connect most any router to the single ethernet port so that you can run mulitple PC's at once. Once you connect a router of any kind, the service delivery rate cuts in half, then, with only one pc connected to the router, most connections through IE or FireFox do not work. The only way I can get any service that is still horribly slow is to connect only one pc to the provided modem. This is a case of false advertising. The fact that WildBlue will not work with anyone to terminate their contracts early tells you that they know the service provided is not what is advertised, but people, we signed a contract before the service was installed so we had no way of knowing this. Again, we are screwed and the company knows it. Doesn't ethics mean anything to anyone anymore!?!
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Justin

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Spot on RM.
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Taylor Klett

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RM: Sure sounds like an IP conflict with the router and modem. Just my two cents. Some modems conflict terribly with certain routers and you have to reset the IP on the router. Maybe this helps, but you probably checked this already. Good luck!
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Roadrunn3rr50

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Ive had Exede service for over a month and so far it seems to do as advertised. And I did my due diligence with this company and I am fully aware,of the Fair Use Act and that allotments are necessary at this time in the satellite internet game.
. But I noticed something very peculiar the first three days of service, mind you I use a LAN cable for all my peripherals (I don't trust even a secured WiFi). While reading a book, I looked up and noticed that all my internet capable devices were powered down, but the Surfbeam2® modem was flashing both transmit and receive, with pauses every now and then, obviously information was on the move, I checked all devices to ensure nothing was on, except the modem. HOW COULD THIS BE? My first thought was that that Exede was running a looped data file through the modem then back up to the gateway. But after about an hour of head scratching, I had that Aha moment, on my DirecTv Genie DVR Console, which was not powered on but was still connected to the power socket, the red record light was on, it only comes on when it records, BUT, I don't record anything, AT ALL. I turn it on to see what's up and to my surprise, it had recorded six full hd movies in about four days. What I was not aware of is that Directv programs and initiates a download of movies to your console so as to have these programs readily available for you to purchase, even without and initiation from the subscriber, they do this as a ordering and sales tactic by placing the titles on your DVR in the hopes that you would seethe convenience to you and order it without having to wait for it to load, and I'm sure its geared toward the impulse spender. So, I'm not sure if they would reverse this type of action if you ask, but to remedy this, I simply unplug the unit from the wall and the modem, just to be sure. It cost me 15 gigs of data without using the internet ONCE!! SO BEWARE OF THE DATA STEALING DVR FROM DIRECTV, STEALING MAY BE A STRONG WORD, BUT WHAT ELSE TO YOU CALL IT WHEN SOMETHING IS TAKEN FROM YOU WITHOUT YOUR KNOWLEDGE,....so...lesson learned. UNPLUG THE SATELLITE MODEM EVERYTIME YOUR NOT USING IT. NOW, I AM GOING TO TEST THIS THEORY AND DOCUMENT WITH A WITNESS AND A VIDEO LOG THAT FOR A PERIOD OF ONE WEEK, I WILL ONLY HAVE MY MODEM PLUGGED IN WITH NOTHING PLUGGED INTO THE MODEM AND ALL BLUE LIGHTS ON, I WILL MEASURE THE DATA BEFORE, INCLUDING ITS SPEED, AND AFTER A PERIOD OF SEVEN DAYS I WILL AGAIN MEASURE THE DATA USAGE. IF THE IS ANY DISCREPANCY, EVEN .1 GB. , THEN I WILL CRY FOUL AND POST IT ON YOUTUBE AND ALL THE OTHER AVAILABLE MEDIA WHICH INCLUDES MY COUSIN WHOM CO-ANCHORS THE LOCAL NEWS. BUT UNTIL THEN, I WILL WITHHOLD ANY OPINIONS OF THE EXEDE SERVICE, BECAUSE FRANKLY, I KNOW WHAT I PURCHASED AND HAVE ZERO PROBLEMS or complaints.
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Exede Zac

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I am very glad to hear you have no complaints. We do our best to provide the services to everyone who needs Internet in their home/business and strive to give the best possible. Thanks for letting everyone know that On Demand/video streaming does accumulate a lot of data. Streaming video can use a constant rate of data and when not monitored, will use all of a customer's monthly usage. This is something to be aware of and you did great relaying your experience of how that happens. 

Please let us know at exedelistens@viasat.com if you ever need any assistance or if we can assist you in any way. 
Thank you.
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Roadrunn3rr50

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Hello...please tell me that it's just a coincidence that I can no longer view my data usage!!? I almost never jump to a conclusion, but I must admit, that since I posted my comment above and after Employee Zach posted his, I have been unable to view and record my usage...Really Zac, what am I supposed to think...please inform me as to the status of the "data usage indicator" what gives man? Carl K aka Roadrunn3rr50
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Exede Zac

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Carl, I see that you cannot access your usage meter. This is something I will want to look into for you. Please send me an email to exedelistens@viasat.com with your phone number and a time for me to call so I can have this investigated. Thank you. 
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Steve Frederick-VS1/Beam314, Champion

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I can see my data usage. Zac should be able to help you out.

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