Unhappy with speeds and service tech

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  • Problem
  • Updated 2 years ago
  • Acknowledged
  • (Edited)
We were excited to find a satelite internet company with a decent rate that could do 12mbps. I was a little perturbed when I got an email saying I was locked into a 24 month contract. Apparently the installation tech was supposed to mention that, and failed (and also left trash in our yard and was rude to my wife). I called to ask about the 24month term and was berated, told that I didn't 'do my research' (I compared companies for two hours and asked all my questions to an Exede customer service guy, who also never mentioned the 24 months). Then the 1st week our average speed was below 2mbps, and when I called in I was met with condescension and told it's only 'up to 12mpbs,' and that I should have expected 'slow speeds on a shared satellite network.' Are you kidding me?? Our internet is now completely out and the service tech didn't show up at all. $360 to buy my way out of a service term I never agreed, and am not happy with the quality of; abosolute garbage. They get one more shot from me, after that it's a filed complaint with the Better Business Bureau, Yelp review, and I'm done.
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T.J. McDaniel

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Posted 2 years ago

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Anna Fields Like The Cookie

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I'm in the same boat had been told it was a 1 year commitment only today did I find out its 315 to buy out of a two year agreement. Oh my god my first bill was 230 n most of last month no electrical services n extra money for more than 25 gigs of data the highest plan with nights being free. Its a complete scam n yes collectively we have to file a complaint lawsuit. If you are in contact me I have attorney friends waiting to make the papers. Excede has burned the wrong person
Anna Fields oh n for the record my son is dying of cancer n is in remote location n they promised it would never go over the 129 per month. They grabbed 230 from my account with out a bill first
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Angela Weaver

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So so sick of this company!! Been with them for almost a year and we absolutely hate the service! Can't get out of the 24 month contract right now however... don't have the money to. If there is a lawsuit filed, count me in also!! Nothing but headaches since day one, 15 minutes after the service was started, we were put on liberty pass because we had used our 10mb for the month... can't watch anything, can't use our phones
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Brad, Viasat Employee

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This is something we come across a bit is when the modem is unplugged. The data meter is NOT in real time. A lot of times what happens is if someone unplugs the modem it is unable to report data and the moment it's unplugged, it will resume the data it tried to report prior to being unplugged. Think of turning off your car while a song is playing on a CD: the song is stopped right up to when the car was turned off but it resumes where it left off the next day when you start it back up. SO when the modem plays "catch up" that can easily appear as incorrect data usage. 
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Brad, Viasat Employee

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Anna please email us at exedelistens@viasat.com and we can look at what happened with the billing. The first bill is usually the highest as we charge in advance and that first bill is almost always prorated to the next billing date but for a jump it sounds like there could have been an additional starting fee that I'd like to look into. You can also review the bill at my.exede.net to see what the charges were for and why this bill was high. 
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Royce McNeal

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Count me in. Service is horrible.  I run out by the 2nd week each month.  I do not play games.  Little downloading and  mostly surfing.  Even during paid up time speed is slow most videos will not run.    
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Robert Spano

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Me, too.  I never use even 50% of my allowance, but every evening is below 1 mbps. 
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ggg rt

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My sales rep flat out LIED to me as I told him on 3 different discussions that I would go with this company as long as most of the time I was never below 2mbps when my initial plan data ran out. Of course each time he assured me that I would be at 5mbps. This company is not a member of the BBB so good luck with that.
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xode0000, Champion

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Except that they are BBB accredited: https://www.bbb.org/denver/business-reviews/internet-access-provider/viasat-inc-in-englewood-co-9036631

Viasat, Inc. is the company.  Exede is a trademark name.  Personally, I have had no problems with the service.


(Edited)
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Tanya Siejhi Gershon

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Same!
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Elise Negrin

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BBB Accredited means that they pay a fee, and attempt to resolve issues, not necessarily satisfactorily either. 
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Elise Negrin

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Hasnt been so good right from the start, I have it 6 weeks. Will dump as soon as I find something better. I bought a mobile hotspot. Works great. TAKEN.
(Edited)
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ggg rt

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Yes they remove posts here .THEY do own it you know.
(Edited)
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Jim16

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Exede only removes post that have foul language or when post start to get nasty.  I think Laura is talking about leaving a post with the BBB.
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Elise Negrin

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yes, they removed some of my posts. But I keep on posting....
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Robert Spano

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They removed my post because i said class action lawsuit.  Is that vulgar?
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Brad, Viasat Employee

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We operate and moderate this forum. Please review our forum guidelines https://community.exede.com/exede/topics/exede-and-wildblue-forum-policies-update
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Calvin

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I liked Exede for two years & then they changed my plan.  So I opted to change from a 12Mb/s to a faster 25Mb/s plan.  My average download speed is anywhere from 1.5 to 4.   Each day I call & each day we reset the unit, etc and then they tell me it is "CONGESTION" on the line.  Have they over booked their satellites with too many customers?   I send emails to them at least 2-3 per day and I guess they are too "congested" to answer or fix the problem.  Paying for 25 & getting 2.0 is a rip off and include me if anyone wants to file a lawsuit.  I'm keeping emails sent and phone logs.  Since they are giving me about 20% of what I am paying for,  I wonder if they will accept 20% monthly payments? LOL    Thinking about Exede if you are not already a customer.  DON'T DO IT!
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Brad, Viasat Employee

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Hi Calvin 

Are you seeing these speeds later at night or at all times? For example 10:30am Sunday I wouldn't think congestion should play too heavily so this might be something worth looking a bit deeper into. 
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Calvin

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Brad, I average about 3 or 4Mb/s.  You are correct: 11.53 down at 1:30p.m. this Sun.  That is about half of what I pay for and this is THE BEST it has been all week.  So, if I put my life on hold until Sun. afternoon or maybe 3 a.m. in the morning, I should be a happy customer?  There are no other computers/phones on my system.  I use Windows 10 and it is updated.  I have Norton anti-virus & it is updated.  Would you really be satisfied if you were charged for an entire pizza but they brought you one slice? (4Mb/s is about 1/6th of what I pay for).  Exede seems to exceed on excuses and that explains why there are SO MANY customers saying the exact same thing I am saying.  If Exeed worked half as hard on fixing their performance as they do teaching agents to stall, give excuses, etc., their service would be great.  I just want what I pay for or have my monthly payment reduced to 1/6th of the amount charged.
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Calvin

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Brad, I have also used only approx 10% of my allotted data.  (most of that data has been used downloading speedtest.)
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Calvin

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The following may help others with slow speeds but I must also say my speeds may go back to turtle slow at any minute!  I used my old router and quit using the combo wi-fi part of the new "25 boost" unit.  My speeds averaged somewhere around 1.5-4.0 Mb/s with the new combo unit.  I used an ethernet cable from the new unit to my old router.  My speed this morning is: 36.93 down!  4.02 up.   I'm not going to party just yet but I have my fingers crossed.
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shelley hearld

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I'm on board with a class action lawsuit, too many complaints to mention but I feel social discrimination is taking place.  Those of us that make up the "rural "social class are denied the same freedom and enjoyment of unlimited internet data offered to people who live in populated areas. We pay premium prices for minimum service and are encourage to not use what we pay for or suffer the consequences of very slow speeds.  I believe the fair access policy is bogus because if I called and requested 1000 GB of data and paid them $15000.00 for it I'm sure they would accept my money.  Satellite tv doesn't put restrictions on how much tv I can watch and cell phones rely on satellite technology too but offer unlimited talk and text.  In my opinion, it is a scheme to take advantage of those of us who don't have other options.   
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Brad, Viasat Employee

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Satellite TV and Satellite Internet and Cell phone data are 3 entirely different technologies. The only common theme is satellites are involved at some process. However the way the data is transmitted, encoded and relayed back are very different. We implement data caps to be fair to our customers and also because we're limited to what can be offered. All the bandwidth we have to distribute to everyone is limited to what our satellite can hold. Therefore we make plans with data caps, we have a fee if you want to buy extra data (not unlike what you do on your cell phone plan). The only way to expand our bandwidth is to launch a new satellite which we plan to do March/April.   I think the reply above is a very good answer to this concern as far as why rural areas aren't granted the same internet options as cities, how that unfortunately shaped online habits and expectations. This is very much a focus with ViaSat 2's launch this year. 
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ggg rt

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Least you also point out the fact that one's download speed can be greatly reduced also even though one has not used up their plans data limit. That is a bone of contention with customers also.
(Edited)
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Brad, Viasat Employee

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While we say Up To when talking speed, there's certain cases where a very slow speed is something we need to look into (especially if data is not over, all signals appear fine) and that may require some advance troubleshooting and time with our tier 2 tech support team at 855-463-9333 which I HIGHLY HIGHLY recommend doing if that's the case for anyone reading this. It's the best way that should there be something on our end be looked into and fixed. Saying this on a forum or email unfortunately won't be as effective as we have to take a deep look at what's causing it.  Otherwise if you're going like 8mbps and not 12mbps there's many reasons that can happen like your setup, the router, peak hours, things running in the background, ect. 
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Robert Spano

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Been there, done that.  Several times.
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GabeU, Champion

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Why, when you know it will just get deleted, and possibly get you booted if it continues to happen, would you swear in a post?  Is it necessary to do that to get your point across?  
(Edited)
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Diana, Viasat Employee

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Hello Shelley, Exede Satellite Internet provides high-speed internet access nationwide. We bring fast wireless internet services to suburban, rural, and remote areas that are underserved by traditional wired internet service providers. That is our purpose and goal to get reliable and affordable service to everyone who would like to have access to high-speed internet access.  

 
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Robert Spano

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If you did that, we would not be complaining.
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Jim, Champion

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Tanya - Please explain how you are being charged DOUBLE and what is "MGP?"
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Diana, Viasat Employee

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Tanya,  I'm so sorry you feel that way.  You may need to increase your data plan. Here is some information on how data is consumed.
http://help.exede.net/articles/General/Maximize-Your-Data
http://help.exede.net/articles/General/Tips-for-watching-video-on-Netflix-and-YouTube
     
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Elise Negrin

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Exede has proven in a very short time that they derive the majority of their earnings from cancellation fees. soon your company will be bought up by a larger company. Meantime, Everyone must do all they can to find a better company and not pay that ridiculous cancellation fee. Maybe find an attorney for a class action lawsuit. How is data used, says EMPLOYEE? Well they fail to tell you the truth, so how are we to know. 
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Jim16

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That statement definitely qualifies as asinine.  A rose is a rose...
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ggg rt

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I think many people here who complain including myself are simply fools in having not FULLY read the contract and thus not understanding that the company does not gurantee anything. Always understand any contract that you sign regardless of what you have been told or assume.
(Edited)
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Elise Negrin

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Then I am an asinine individual being ripped off and you, Jim, are an employee. I would expect NO less from one of my employees. and ggg rt, you are correct, I didn't read the contract fully, but I DO understand what 10gbs of hi speed data should be and what usages it should encompass. Also, I was told this is the ONLY internet to get for DirecTV in my area and they (DirecTV) were the ones to help me set it up. I am a city gal and always got the best services for the best prices, I never lived in the country before so I believed DirecTV. Now that I am here for a while, I have learned different and I will dump Exede as soon as I find a better replacement. Call me what you will, I am still being charged for usage I didnt use. 
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ggg rt

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I will try and not be so foolish in the future of the purchase of internet service and do my homework in researching complaints of any company I might choose to patronize. That's the lesson I have learned in all of this disdain.
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Elise Negrin

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I totally agree. I believed Directv had my best interests in mind but now I rather doubt that. 
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Brad, Viasat Employee

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Hello Everyone. This topic is pretty heated and the point of this forum is to have civil discussions about the service, however I do want to address a few of the common complaints on this thread about the forum itself

Keep in mind the only employees on here are those that it labels as such. Mostly that includes Exede Diana, Exede Lindsey and Myself as well as Exede Matt and Exede Alex . Employees will be identified properly. Champions are just helpful customers who have given the correct answers on a variety on posts. While we do have some members on here that seem to do installation work as a dealer, they are on this forum on their own free will and are not being paid to say anything about Exede. 

Posts are occasionally removed and we do sometimes modify subject lines for better search results. This forum is ran by Exede as a self-help tool to our customers. If you want to review the forum guidelines please visit this thread https://community.exede.com/exede/topics/exede-and-wildblue-forum-policies-update

Finally, while this forum is one of several ways to find answers to potential issues with the service we offer other ways to make sure your issues are resolved. exedelistens@viasat.com is our email we typically redirect people to as it goes to myself, Lindsey or Diana for a corporate answer within 24 hours. We have a 24/7 staffed support line at 855-463-9333 that will connect you with our agents and if you don't like doing things over the phone (I myself avoid it when I can) we have a online chat feature at https://www.exede.com/contact-us-exede/ again 24/7 staffed with our agents.
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ggg rt

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I think it is asinine for people to complain about data usage in a uncivilized manner when they do not research as to why and how data can be consumed by the various devices that are connected to their router. That is not a issue that I have had however. My data limit is reached within 1 day simply because of all the phones,tv's , computers, etc. Etc. That do things which transmit s "dAta" with or without one's knowledge or understanding and I must say this is not the providers fault or liability. In my case after many instances where my speed is at 4 or 5 mbps when I have a 12 mbps plan for a reason is not my definition of acceptable although the contract does say in the bottom line to paraphrase is you get what we can give you at any given time and condition. I have been told by a honest tech that it really is all about the capability at the time . I don,t find much value at this point being told to buy more data when I have not used up the current data plan and I certainly get tired of having to constantly fight the system and spending time that I do not have. So while some maY have unreasonable expectations I am certain others have legit issues that never get resolved regardless of how many attempts are made to fix the problem. That is my experience. The good thing if good is the appropriate word to use is that I simply understand that the system cannot handle the demand for a certain number of subscribers and how we come to admit or accept that fact is a matter of on going contention.
(Edited)
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xode0000, Champion

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You just contradicted yourself here.

Specifically you first state: "I think it is asinine for people to complain about data usage in a uncivilized manner when they do not research as to why and how data can be consumed by the various devices that are connected to their router."

Then you state: "My data limit is reached within 1 day simply because of all the phones,tv's , computers, etc. Etc. That do things which transmit s "dAta" with or without one's knowledge or understanding..."

That is a contradiction, since finding out what data is actually consumed, and how, by "all the phones,tv's , computers, etc. Etc. That do things which transmit s "dAta" with or without one's knowledge or understanding" is an integral part of "research as to why and how data can be consumed by the various devices that are connected to their router."

Further, researching as to why and how data can be consumed by the various devices that are connected to your router is not at all hard to do.  I would start by disconnecting everything except one computer, running an OS you know doesn't waste data, connected to the Exede modem through one ethernet cable, and then proceed from there.

Two questions for Exede Brad:

(1) if a customer has the Exede wifi enabled modem, is it possible for that customer to turn off the wifi on that Exede modem if and when they are not using the wifi?

(2) will Exede modems that don't have wifi built in (e.g. the Surfbeam 2 modem) always be available to Exede customers?
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ggg rt

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Let me be clear. As a tech myself I know how to determine what devices are connected to my system at any given time. I also know how to remove such data consuming devices from my system to identify any such data usage I might be consuming. With that said I also know what my downlink speed is at any given point in time and it is a fact that I often get less than half of what I expect to get. And I also know WHY. Period. I just do not believe that being uncivil is of much value in discussing such facts. I would also assume that if the moderators here find something uncivil they will do their job in moderating such posts.
(Edited)
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Gwalk900, Champion

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"(1) if a customer has the Exede wifi enabled modem, is it possible for that customer to turn off the wifi on that Exede modem if and when they are not using the wifi?"

(2) will Exede modems that don't have wifi built in (e.g. the Surfbeam 2 modem) always be available to Exede customers?


To me a Router "holds the keys to my network kingdom".

My hardware = My Router = My Rules.

All of my connected equipment stand behind MY Router and that starts with the hardware firewall that most Routers afford.

My Router means My Firewall Rules. The only "holes", the only "backdoors" to my Network and connected devices is through that device.

It is MY Network and therefore MY responsibility to Admin and maintain the security of ... starting with the latest Router firmware updates that address known vulnerabilities.

It all starts with the Routers hardware firewall.

When you start your computer, hardware in the form of your "NIC" will be initialized before your software ... installed software firewall. For a period of time the possibility of an outside connection exists except ...your Routers always on "one way" hardware firewall. It is very simple, very "stupid" .... block ALL connections unless in response to something initiated from "inside" the Network.

My Router, My Rules, My Network.

No thanks to any modem/router combo.

  



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GabeU, Champion

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You just contradicted yourself here.
Specifically you first state: "I think it is asinine for people to complain about data usage in a uncivilized manner when they do not research as to why and how data can be consumed by the various devices that are connected to their router."
Then you state: "My data limit is reached within 1 day simply because of all the phones,tv's , computers, etc. Etc. That do things which transmit s "dAta" with or without one's knowledge or understanding..."
That's hardly a contradiction.  The second statement goes along with the first.  Just because the person isn't aware of exactly what is using the data, he/she is still aware that it's being used.

Not knowing that something within one's system is using data and not knowing exactly what within one's system is using that data, but still being aware that it's being used, are two entirely different things.  
   

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