Unhappy with service

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  • Updated 2 years ago
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  • (Edited)
I saw and ad in a classified paper saying unlimited wi fi. When I called the number I was told it was 49.99 a month. I explain I was with Hugenet and direct tv. I had a remaining 2 yr contract with Hugenet and I was not happy with the service because after 10 gb my internet would slow down. I had a free zone in the wee hrs of the mourning but being an elder that was out for me.  So I told them I was looking for internet that wouldn't go down. That way I could stream programs on my computer. I could get rid of direct tv and Hugenet which would save me some monies since I am on a fixed income. I would not be under a contract. I could not afford the two anymore. The Excede rep. offered me a discount of $10.00 if I had direct tv but again I told them with what they were offering I wouldn't need direct tv. The man I talked to told me I would be able to do all I wanted to do with Excede with no problems or reduction of internet.. There would be no reduction in the internet services. I told him I would have to pay a termination fee for Hugenet but in the long run It would be worth it. He assured me I would not have a problem. He also represented Hugenet which he said the same thing about no interruption in service with him and that excede was a much faster wifi. He never said anything about a contract. I arrange for the installers to come out. That same day I called Hugenet( whom I still had a 2 yr contract with them) and cancelled the service based on the information I was given. I also did not renew my services with direct tv. A few days later I received a letter from Excede with a bill for $60.00 plus $9.99 for equipment fee. It also said I was making a 2 yr commitment in the agreement. What  agreement?  I did not commit to a 2 yr agreement. The price was not what was told to me. I was also told I was signed up for Liberty 12 boost 25 + free zone. I talked to customer service which the rep. was very sorry about what happen. Her remedy was $10.00 knocked off bill for 12 months and $25.00 off first bill.  I gave up Hugenet risking a termination fee and Direct tv for Excede based on all lies. Excede's wifi is the same thing I was getting from Hugenet with some minor differences. I would have stayed with Hugenet. The installers also took my Hugenet dish. Now I am being threatened with the possibility of termination fees for a contract I did not sign up for. I am left with nothing because of the lies and deceit I received FROM Excede.
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Sarah

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Posted 2 years ago

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Rae Yearnd

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Salespeople,, "embellish"  to be polite in my description of their methods.  Outright lie and deceive to be more accurate.   Can you stream TV and premium programming with Exede?  Yes till you run out of high speed bandwidth.   I am sure that the salesperson read all the disclaimers to you,, did He/She highlight the shortcomings of Exede internet service??  probably not.  
I had a 25 GB  plan with the "Late Night Free Zone"  from 12:00 midnight to 05:00 AM  and I made it work,, but there was no binge watching of my favorite old tv shows during the daytime hours.  Also there was not a month that went by where I was not out of or buying more bandwidth by the end of the month.   
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Sarah

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Unfortunately I dealt with someone who works with multiple networks. I was not given the rundown on anything other than what I have described in my complaint. No one read any disclaimer to me. I didn't no anything till 7 days later after the fact I had the service. I received a letter telling me what services I had..

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Jim, Champion

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This is unfortunate but happens way too often. It sounds like you purchased from a local independent dealer - right? I am hesitant to criticize too much concerning any misunderstandings about the promotions/prices. The promotions are changing so often it is difficult to keep up what is available at any particular location. It could have been an honest mistake on the sales person's part. Also customers are often naive in believing everything a phone rep tells them. I recognize that sometimes sales people fail to give full disclosures and outright lie at times but the buyer should take responsibility to do his homework and check out all he is told as well as the dealers reputation. Before your system could be provisioned someone had to electronically sign an agreement. Although they are strictly prohibited from doing so, sometimes an installer will sign it for the customer. I'm not sure how anyone can prove that you did or did not sign an agreement. I have asked this often but haven't gotten an answer. They should not have taken your dish as you may be required to return the "radio" portion to Hughes. If they took it without your permission you could file a police report if they don't bring it back. The most regrettable thing is the black eye this type of experience gives Exede when in most cases it is a much better product than HughesNet. Good luck as you proceed to try and get some relief. 
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Sarah

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I did purchase from a local dealer but there was no misunderstanding at all. I specifically told the rep what I was looking for and he said that he had it to offer. As far as promotions changing, its no different than going online to purchase airline tickets. If you don't jump on it right then you may regret it for the rest of your life when you see the tremendous difference of price. Talking to Exede reps after the fact, is that they have never offered unlimited internet that stays at the same speed .You pay for the amount of gb you want. After that your internet speed will decrease, so that is not a promotion that was ever offered' to be confused about.  How could it be an honest mistake when the rep knew I was with someone else whom I was getting internet from?  You are right about one thing. I am naïve when it comes to believing what people say. I try to stand by my word and I would like to believe others would have those same principles. I try to treat people the way I want to be treated . As far as taking responsibility for doing my homework, maybe I was a  gullible but I wanted to believe that the advertisement that was in a public classified newspaper was trusting. If I signed anything saying I agreed to all that was presented to me in the letter I received I sure would like to see it. There are signature experts that can tell whether someone forged a signature As far as a black eye, Exede will go on,  I am the one that is out of everything. I gave up Hugenet while still under contract and gave up my Direct tv. Thank you for your comment and I believe more so in blessings than luck.
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Diana, Viasat Employee

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Hi Sarah,  Please send your account  number and contact information to exedelistens@viasat.com and we will review your account.  I'apologize if you received misinformation at the point of sale and we will see what we can do.  
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Sarah

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Hi Diana

I will do that. Thank You for your response.

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Sarah

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Hi Diane

I never received an account number. When I  called Exede, because I didn't have a account number my phone number and address was used. I called in 2 times and didn't receive a account number. I do have 2 interaction numbers

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Jim, Champion

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They can find you using the phone number assigned to your account or your MAC address which you can find on the bottom of your modem. It will start with 00:A0 . . .
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Sarah

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Thank you Jim Champion. Have a bless weekend.
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ggg rt

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Did by any chance you sign a contract and if so does the contract reflect what rates and service is being represented? I experienced something similar happen to me and when I spent time to research what I signed my name too in the CONTRACT I was reminded how foolish it can be not to READ over the contract.. Good luck
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