Didn't get the plan I thought I signed up for

  • 1
  • Problem
  • Updated 2 years ago
  • (Edited)
I recently decided to have Exede installed. I chose the Freedom Pass 10 Gig plan which was available in my area. I called a local Exede installer and placed my order and we arranged an install time and date and time.  The installer arrived on time and did a splendid job on my install. I was very pleased with his work.  While he was packing up his tools,  I went on-line and  I noticed that I had been signed up for the 10 gig Freedom Pass plan plus the wifi router. I certainly didn't want the wifi router as none of my pc's are wireless ready and everything in my house is hardwired. I asked the installer about this and he confirmed my original order of a non wireless service which is why the installer had brought out and provisioned a non wireless modem for me.

The installer then called Exede and was told that I would have to talk to customer service. So we called Exede customer service on speaker phone and I explained that I had ordered the non wireless service and that I was being charged for a wireless router. Basically the customer rep told me that I had to have the wireless service even though I had signed up for the non wireless service and if I didn't like it then I could tell the installer to remove all of the equipment from my house and leave. Neither of us could believe what we heard.

Since then then installer has tried to correct this issue with Exede but after two weeks we have heard nothing.  When I go on line and look at eSVT my account provisioning  button is Red and the Account Status key symbol is Purple. The account plan is shown as Liberty 10 - HF - WIFI although I am still running a non wireless modem and being charged additional amounts for a wireless modem which I don't want nor signed a contract to have.

I am hoping that someone at Exede can fix this issue and set me up on the plan the I signed up for. This hasn't been a good start for me

 
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Markgc, Champion

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Posted 2 years ago

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Bev, Champion

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This forum is a public forum for peer support, to resolve billing issues you will have to contact Exede directly by calling 855-463-9333 or emailing them - exedelistens@viasat.com.
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Markgc, Champion

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I am hoping that an Exede employee will contact me about this and make it right.