Trouble with service

  • 5
  • Problem
  • Updated 6 years ago
  • Acknowledged
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: Problem acknowledged. Email provided for assistance. No need of further response at current time.

i have had more problems with this company than any other one. for some reason, we have not changed our ways of using the internet or our phone,keep that in mine, but our usage has gone form no more than 1.5 g per moth, to (with exede) over 10g they some how are taking data from us and slowing our production down when I try to either "buy more data" wow  what a hassle . I still couldn't do it  I have spent more than four hours trying to either to get a hold of customer service, which I firmly believe they don't have, it is all computer generated, with the typical questions that stupid people ask. but when you ask for "check my data " and you click on it , it takes you to a page that has about 15 different questions on it that has nothing or very little to do with the question that you asked Check my Data" then you click on to one and it takes you back to ....well u can see that this is going no were, that's right  that is were the web page takes you too.   also the one and only time I did get lost and found the page  it shows this chart (that the second grade class just learned to do, how cute) a chart that shows up to your limit mine 10   and a graph that whatever is used 75% then it would be 3/4 filled  big f deal.. it is stupid. if you want to know WHERE your usage is used then you have to go to the phone...and pray that you can get hold of someone that happens to stop by the office and answers it for you  then you have to go though all sort of information  to prove who you are and then they can tell you partly where it is being used   example:  65% of your usage is in web browsing...or you have uploaded some files  .......that is all they can tell you   very very very vague.  it is so frustrating that     I don't even want to deal with them anymore I  MY OPINION AND ONLY AN OPINION."IF A COMPANY DOESNT HAVE A PHONE NUMBER OR LIVE PERSONAL TO TALK WITH THEN IT IS NOT A COMPANY. ""WE SHOULD NOT PATRONIZE THEM IF YOU CANT GET HOLD OF SOMEBODY IN THE OFFICE PERIOD..."IF WE ALL STARTED TO PULL TOGETHER  THEN WE COULD GET RID OF THESE BIG GIANTS AND GO LOCAL"



















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donnie

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Posted 6 years ago

  • 5
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Exede Lizz

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Donnie,

I understand your concerns about your usage, and reaching someone in customer care. I am sorry you have experienced difficulty getting your answers addressed. Please keep in mind this is an internet company and we cannot track your usage as if we were one. We can only view the grand total of your usage, and give you a break down such as you explained you received. Usage can accumulate in many ways, some you may not be aware of. We would be more than happy to help you determine where your usage is coming from, and other options that may better suit your needs.
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Pamela Honkanen

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I GOT ALL MY 10GB OF DATA ON 2/15.  IT WAS GONE ON 2/17.  THEY TOLD ME THAT I USED IT ALL ON 2/16.  HOW ON EARTH COULD I HAVE USED ALL OF IT IN ONE DAY.  NO VIDEO STREAMING, NO MOVIES..JUST GOOD OLD FACEBOOK AND ONLINE BANKING. I HAVE THE PERSON WHO INSTALLED IT COMING TOMORROW TO CHECK IT OUT.  I HAVE A MICROCELL FOR MY CELL PHONE AS I LIVE IN A POOR CELL PHONE RECEPTION AREA, I ASLO HAVE DIRECT TV..BUT NOT ON DEMAND.  MY RECEPTION BOX IS FLASHING ALL THE TIME, EVEN IF I AM NOT ONLINE.  WHAT THE HECK?  
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Chris Milton

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I'm dealing with the same issue. My data reset 2/12 and as of 2/14 my 10gb of data was completely used up. If there was another way to get internet service other than dialup I would have dropped this abomination a long time ago.
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Exede Lizz

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Chris we would be more than happy to go over your usage with you. Please send an email to exedelistens@viasat.com for further assistance.
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Chris Milton

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I did send an email and good time to reach me and never got a call. Then they called the next day while I was at work.
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Exede Lizz

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Chris I am sorry for any inconvenience that the call imposed on you. We may have missed the time you requested to call initially. We place call backs through out the day to multiple customers, and no one may have been available at that time.
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Starring Matter

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Pamela,

Notice how lately facebook plays any videos that a person has posted automatically when you go to the site?  Those videos are likely hosted on youtube, which plays in HD automatically, unless you change those settings.  A handful of videos on your page in HD, a handful of visits every day, yes, your data is gone.  Facebook is a monster.
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Jutta

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Starring Matters, I see you on every post here responding. Just curious, are you selling the EXEDE service?
I mean people do have real problems and you seem to have some sort of answer, which really doesn't solve the problem.
This internet Company sucks! I am going to find out who the owner is and will wright them a letter.
Every Company should have a mailing address or it is not a Company.
(Edited)
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Starring Matter

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Jutta,

No, I am not a dealer.  I'm just a customer who fortunately got a solid install, and I know enough about computers and internet that I don't need to rely on exedes so called customer service and tech support people.  I try to be helpful when I  can, because honestly, most of the "problems" people complain about here are their own doing (usually data issues, router issues, malware issues, etc). Not every computer problem is an internet problem, and people need to realize that if their computer is the issue, that's not exedes fault, nor is there anything they can, or should, do about that for you. 

Yes, there are serious flaws in the exede service (usually because of a sub-standard install, or under-trained service and support people), and the reps here like Sherry and Lizz will have more time to help the people who have genuine concerns if some of the more knowledgeable customers like myself try to step up and help with the non-issues.


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Jutta

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I am glad to hear that. So far,  EXEDE came up with that my modem, router cannot be identify on their side and they told me that my computer does not have an IP address. Therefor my modem cannot recognize my PC. THIS IS TOTAL FALSE INFORMATION.

My cable goes to EXEDES modem and into my computer and I do have an IP address as I have checked it myself.

I don't have a connectivity problem, as I would not be able to even go onto e-mail or other on my computer period, I have a slow speed problem!!!!!

It is just after 8:00pm, I get a message "loading problem page" regardless what I am trying to look at.

I am starting to believe, that they want me to upgrade, but I would never do that.

Very frustrating as there phone service let you hang on the phone for 30+ minutes and when you are still on the phone they transfer you and than you get disconnected.

I will never call them again for anything as they don't have a clue.

So far, my problem still exists and I am paying $53.00 for this kind of service.

I am not downloading any videos or music and this is not right and to me it is false advertisement. NOTHING HAS BEEN DONE ABOUT THE SLOW SPEED.

The other issue is, my last name has changed and they want me to fax some papers and I don't have a fax and I don't run around to be looking for one.  They consider themselves a "paperless" Company and accept faxes (does not make any sense). I do not understand why I can't mail the papers or e-mail with attachment. E-mail is "paperless", but not faxing.

I am not a pawn of social egeneering. Their interest is only to sell service, but are not able to help. I contacted their public relation department yesterday as I am feed up.  As soon as my service runs out, I will mail them a certified letter signature required.

Don't trust them any longer.

Great day!

(Edited)
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ExedeCrystal

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Jutta,
I have provided you with accurate information that is sent from your modem to our system. We would like to resolve your issue but there is only so much troubleshooting that can be done via email. Our Technical Support team is available 24/7 to help. We do require faxed documentation to process your name change request for legal and security purposes. If you need assistance with finding a company that will send a fax in your area, I can help.

ExedeCrystal.

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