Installation problems

  • 2
  • Problem
  • Updated 2 years ago
  • (Edited)
My latest attempt to get my internet fixed:

     Hi, I am so sorry that you are the person that is going to have to deal with this and I want to preface this before I begin.

     I may be the most irritated customer that you will have for the next year. Firstly I ordered your service when I moved my directv service to my new address and Exceed was recommended to me by a friend so I decided since I really didn't like CenturyLink that I would give you guys a try....this was the biggest mistake I have ever made as far as customer service and willingness of your employees to do anything for me. 

The first day my installer came out he did the following:

1. installed the dish, (said he couldn't bury the cable because the ground was too hard, I live at the beach there is no hard ground) so I had to bury the cable myself.
2. He nicked my directv cable in three places that he actually had to cut the wire and barrel sinch them back together instead of replacing it.
3. He installed the router or modem the only other piece of equipment he installed in the farthest room away from the dish, which we both know was completely wrong to do according to all of the customer reps I have spoken to at your company. 

Over the next couple of days I noticed that my family was having trouble connecting to the internet so I called and spoke to a rep who scheduled an appointment for a tech to come out and look at the problem. That person never showed or called me...

The same day I called and spoke to a floor supervisor who set up another appointment so I said ok no problem because I know stuff happens. 

The tech never this point I have wasted two days of my time with no solution or call back. 

The next day I called and spent over 3 hours on the phone with Jose at first then a boss out of Las Vegas. This lady was very sympathetic and she said she would monitor the whole situation from her desk if something else went wrong. Well today I was scheduled to have a tech come out and move the modem/router (the only other piece of equipment he installed) and that person did not show up...I then went through the same headache as the second call to you guys. Now I have some person in customer relations telling me that it is going to be on my dime to have someone come out and even look at the system for me...Oh let me back up one statement here the second twech was supposed to come out with an "evaluator person" to judge the install and obviously he didn't show either. 

Now I am stuck with sub-par internet service that is going to cost me money to have you come out and fix or as I was told I am going to have to buy some ridiculous booster (which as an internet company owner since 1991 is complete crap) which will cost me more money and or to have you cancel this order is going to cost me over 300.00. 

Let me ask you if you were in my position what would you do? I have asked for a tech to come out and fix the issue (but no one shows up) and or send me a box to send your stuff back to you cancel this sale and contract and I will go with someone else. But I have been told those options are not available to me. 
So I am going to wait for your response before I contact my attorney and the BBB and post this all over the internet. 
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Ronald Roberts

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  • pissed

Posted 2 years ago

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Brad, Viasat Employee

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Hello Chris,

I had to edit your post as this is a very open and public forum and I didn't want your information to be displayed. Secondly unfortunately this forum isn't a direct way to work with us because it's not linked to your account. However I do want to help you with this and take a look at your installation and to get all the appropriate parties involved in this but in order to do that I'll need you to email us at you can copy and paste your message above if you wish but we need your account information to pull everything up and help you and since this is public the email will need to be sent. 

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Brad, Viasat Employee

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Ronald* (Sorry too many tabs open)
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Good luck, I see that Brad replied to Chris, so I think you will need to take a deep breath and keep fingers crossed. CS here is really bad, but they eventually get it to be close to right. They really don't care about the customer. But if i had another choice I would make it happen right now tonight, but i do not have any other provider. Hope you have a choice.....good luck
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david, Champion

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Did you really go from cable to sat internet because you were mad at the cable company????? Your disappointment has just started. You do know about the data limits on sat internet? People are on Exede because they have no other choice. I like Exede and haven't really had many complaints with them but if I could get cable internet, I (and probably just about all their other customers, too) would be gone so quick it would make your head swim.
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Bev, Champion

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I agree with David, I do like Exede for what it is, my only option other than HughesNet. Exede plans meet my needs better but, if I had the choise, I'd take cable or DSL, even if the cable or DSL company had crappy customer service.

I don't have a choice, Exede is the best I can get. Data caps are a pain, and expensive to get enough to actually do what I need to do online but, I'm fortunate in that I can afford the data I NEED - certainly not as much as I WANT but, enough to meet my needs.