INCREDIBILITY PO'ed CUSTOMER

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  • Updated 8 months ago
  • Solved
Just a warning to anyone thinking about Exede internet service. DONT!!!!   I hooked up in August and was misled about data usage. Burned up the 12 gig plan in a day and Liberty pass is nothing like advertised!! While other people down the road from me can stream Netflix 24/7/365 (ON EXEDE!!), I get a connection that is worse than dial up!  OK in the process of complaining about the service, My roommates ex wife somehow wound up canceling the service and I get hit with a $344 ETF!!  Was wondering what happened to my service but that explains it, now the ex wife has stated she never told them to turn it off but 2 supervisors say its in the account notes

Alright it doesnt end there, I get that issue fixed and was told the $344 would be refunded to me by this past weekend. It hasn't. I use the easy chat and they say it was sent on 9/15 and that is way quicker than usual, but I dont have it. But they sure took out the $60 for the new month of service. Now I have a internet service I cant use and they are holding over $400 of my money.

I have data that will last half a day, maybe one or 2 if I space it out and its costing me over $60 a month, I just wish I had spent that money on a cell data plan instead of getting suckered in on this. Wouldn't be so bad if Exede made it seem like it was my fault I was having all these problems. I was a Hughes Net customer for over 10 years and knew what it was like to get screwed over, at least I thought I did till I switched over to Exede!!!!!
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johnmc318

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  • ANGRY

Posted 8 months ago

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Stephen Rice

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Wow.  Thankfully she is your ex wife.
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johnmc318

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My best Friend's (Room mate) ex at that
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Stephen Rice

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Ah.  I feel sorry for the poor guy.  
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Judge and Jury

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Naw, he's a happily married man, it was
My roommates ex wife somehow wound up canceling the service
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Brad, Viasat Employee

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Hi John

Please email us at exedelistens@viasat.com. I can check on the refund status. Refunds could take 3-5 business days to process so I can see if it was applied yet
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Bev, Champion

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You were told the refund was issued on the 15th, that was Friday - can't count the weekend of the 16th and 17th because banks and credit card companies don't normally process transactions over the weekend. So it's been one day and, a refund takes 3-5 business days. I would wait and see if you have it by the close of business on Wednesday, then, call or email if you do not.
(Edited)
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johnmc318

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All they had to do was reverse the charges on the card, but no I had to wait to be issued a refund and one of their employees straight lied to me about it. Thats what I was pissed off about. This company is very deceptive about their service in my opinion and the way I have been treated as a new customer just shocks me they are still in business
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xode0000, Champion

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...While other people down the road from me can stream Netflix 24/7/365 (ON EXEDE!!), I get a connection that is worse than dial up!...
Every Exede customer in a given area uses the exact same Exede satellite communications channel and hardware.  If those other people down the road have an Exede service that works, then so should you, unless you have a problem at your location that is.

I would start by looking at what your Exede modem says.  The Exede modem can be accessed at http://192.168.100.1  Then, I would bypass the wifi, plug a computer directly into the Exede modem and see how that performs.

I have data that will last half a day, maybe one or 2 if I space it out...
Again, I suspect that the problem is with programs and devices that are burning up your data without you being aware of it.  Are you by chance using Windows 10?  I also have the 12 GB plan and I have no problem with that 12 GB lasting a month.  I simply keep total control over where my data goes.
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johnmc318

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I finally got my money back, and No I dont use windows 10 but in this day and age any internet provider should be able to handle a operating system!!  and apparently I dont use the same spot beam or whatever my friend down the road has because theirs will work and mine is so dang slow its like having dial up. It does have its moments that is it good but they are few and far between. I still feel like all this talk about liberty pass and all I thought it would be ok even if we used up the bucket of data but apparently I was wrong. Im just gonna deal with the fact that there are no other providers in the area and just deal with it. If I want better internet, I will just have to move 5 miles or so where I can get connected to REAL internet.
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xode0000, Champion

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any internet provider should be able to handle a operating system!!
Microsoft is all but infinitely wasteful of resources that are not their own.  If you don't keep their OSes on a very tight leash, those OSes will break any ISP, I guarantee you.

and apparently I dont use the same spot beam or whatever my friend down the road has because theirs will work and mine is so dang slow its like having dial up.
I smell a bad install here and get the impression that your dish is not pointed correctly.  What does your modem at http://192.168.100.1 say?  In particular, what does your modem show for SNR and "Cable resistance?"
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Cheryl Welch

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I'm not Jon, but what does mine tell you? I often run out of data and I don't watch movies or stream video or play games. Windows 10.
(Edited)
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xode0000, Champion

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Your screenshot says that your connection looks fine, very good actually, but your connection quality has nothing to do with how much data you use.  Your data use is a completely separate item.

However, everything under "Identification" in your screenshot contains account information specific to you and you didn't want to post that since this forum is wide open to the world and any hacker and/or scammer can see your screenshot.  Likely, this forum won't allow you to delete that account information, so a moderator will need to do it.  Exede Brad, requesting your assistance here.

Regarding your data usage problems, I suspect that there is exactly one culprit, namely Windows 10.  Just one update can easily burn up 3 GB of data, assuming that it does not fail the first time and Windows 10 makes another attempt, in which case you burn up even more data.  Then, there are all of the streaming "apps" that Windows 10 turns on and that are burning up your data, while doing absolutely nothing for you since Windows 10 normally hides them from you.  Please see https://community.exede.com/exede/topics/data-contol-with-windows-10 for tips on how to put your Windows 10 on a leash.
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Matt B, Viasat Employee

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Thanks for the heads up xode.  Cheryl, I've cropped the screenshot you posted, removing the data xode pointed out.
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Cheryl Welch

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Thank you Matt!!