I have Liberty 10 plan and my speed is being slowed during peak time and I still haven't used my 10gb

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  • Updated 2 years ago
I have the Liberty 10 plan and I'm supposed to get 10gb at speeds at 12mbps. I get the speeds I'm paying for through most of the day but a night during peak hours I only get about 2 to 5 mbps not even half of the speed I'm paying for. I did the chat with a customer service and all they would say is that they're sorry its peak time and they can't help how many people are using the internet at that time. I really don't feel its fair that I get punished because too many people are on the internet. I should get the service I pay for. The customer service rep kept saying she was sorry and there was nothing she could do. After 30 to 45 minutes of chatting she finally offered to give me an extra gb of service for my problem, so apparently I was lied to for the first 30 min of the conversation by her say she couldn't do anything for me. I shouldn't have to pay full price for half the service. It's kind of like going to get a burger for lunch during lunch time or peak time and paying for a whole burger but only getting half a burger. Then all they can say is I'm sorry this is our busy time and we could only give you half of your order. I don't think that would fly and exede shouldn't expect me to let that fly. I upgraded my service to the liberty plan so I pay more a month but getting less service. Also when I use my 10gb of service I know my speed will slow down getting 1-5 mbps through the day but again during peak time i get speeds of .25 mbps which I was under the assumption that I would get closer to the 1 mbps during this time. It's not fair that exede oversold their service and is punishing me because they have to many people on during peak time. So my question is, is this fair practice? Should I have to pay full price for half the service? Why can't customer service be more helpful and offer more then I'm sorry?
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Andy

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  • cheated

Posted 2 years ago

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Josh

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EXACTLY !!!!!! sorry this ain't gonna cut it ,people will want credits on the bill every month until they decide to stop the throtteling. and half the speed means half the bill not $5 . 1gig of data would not be acceptable as credit, what good is data if the speed is to slow to use it? ask for a cash credit towards the bill next time and don't accept anything under $20 towards next bill. I think the reason they are doing this is to  make the data use go slower so people wont eat through data but I could speculate all day but "sorry" wont cut it yall need to make it rite somehow and 1 gig of data is scamming people, best thing at this point is probly let people out of their contracts with no termination fees this will also unclutter beams since yall are claiming congestion?
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Andy

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I did ask for a credit but was told she couldn't do that and she actually kept telling me she couldn't do anything at all.  Then after chatting and wasting a good 30 min of my time she offered me the 1gb which I replied it was better than nothing which was what she was offering me.  I even asked who I needed to talk to about this issue to get it solved and she just said there is nothing that can be done.  But she did say they are putting up another satellite next year lol which is no help to me now.  I just want what I pay for, just like they want full payment.
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HMC1940

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There are more people that need to have internet access. These people live places where the only way to get internet is by satellite. Exede is not trying to rip you off. They are a business and are selling a need for people who need internet access. Yes sometimes satellites get to many people on one beam but it can't be helped. Companies keep wanting you to have paperless billing. How can you go paperless without internet service. When they get another satellite up then things may get less congested.
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Andy

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I agree everyone should have access to internet service, but when I signed up they had to check to see if it was available to me in other words if they had room for me on there server.  If someone sells you a service they should provide the whole service that they promised.  If they want to over sell their service and cut back on the promise they made to me they should cut back on the price.  All I'm asking for is what I'm paying for.  I have been with exede over 2 years now and it is my only option for high speed internet.  I'm not asking for anything more than what I'm paying for.
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Bev, Champion

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You are supposed to get xx number of GB at UP TO 12Mbps and, that's what you have. UP TO means anything slower is still as advertised and 12Mbps is the fastest you should expect, not that you should expect that at all times.

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