Unhappy with Exede EasyCare

  • 1
  • Problem
  • Updated 1 year ago
  • Acknowledged
  • (Edited)
Was told my modem needed to be replaced and was told to sign up for Easy Care. When I called back as instructed to schedule a service call I was told the modem was in perfect working condition. Feel like I just got screwed out of 18 dollars. Not happy!

And one more thing. My bill was automatically paid from a banking account at 2:34 PM PST. When I logged in to post here Exede shows that I;ve already used 1.1 gigs of my alotted 18 Gigs. Really Exede? I used an more than a gig in an hour and a half. NOT POSSIBLE. One device connected and all I've done is stay on the Google homepage... SMH. Something is very wrong here.
Photo of laughingcat

laughingcat

  • 24 Posts
  • 6 Reply Likes

Posted 1 year ago

  • 1
Photo of Steve Frederick

Steve Frederick, Champion

  • 2747 Posts
  • 1727 Reply Likes
laughingcat, your best bet is to send an email to exedelistens@viasat.com. The email will be handled by a ViaSat corporate employee. Include your account number, a phone number and a brief description of your problem.
Photo of Diana

Diana, Viasat Employee

  • 2217 Posts
  • 417 Reply Likes
Hi laughingcat.  Steve is correct.  Please send an email to exedelistens@viasat.com with your account and contact information. We're here to help.  Thanks
Photo of laughingcat

laughingcat

  • 24 Posts
  • 6 Reply Likes
It's in your system Diana.
Photo of Bev

Bev, Champion

  • 3063 Posts
  • 1284 Reply Likes
laughingcat, my service had a similar issue, the truth is, they really can't tell for sure if it's the modem or the TRIA causing some intermittent connection issues remotely. To discover the real source of the issue(s) does require a service call. That is where EasyCare comes in, to get a technician to your home to test and check your entire system.

In my case it actually turned out to be corrosion in the TRIA and, outdated coax causing my issues that showed up like modem issues on Exede/Viasat's end when they checked my service remotely.

Sending that email is the best place to start, they will look as closely as they can and, look at your recent history and usage as well then, advise you as to what the best course of action will be.
Photo of laughingcat

laughingcat

  • 24 Posts
  • 6 Reply Likes
Thank you Bev! The installation is not even 6 months old so I doubt corrosion would be a concern. When I called Exede back to schedule the service I was informed that I would have to pay for all physical items including the Modem. The only thing Easy Care pays for is the hourly rate for the technician... Still SMH.
Photo of laughingcat

laughingcat

  • 24 Posts
  • 6 Reply Likes
Thank You Steve! Email sent. Have the horrible feeling nobody is going to respond to my problems. Looking up my Senators phone number now. This is wrong, wrong, wrong.
Photo of laughingcat

laughingcat

  • 24 Posts
  • 6 Reply Likes
And a Gig of bandwidth for one computer that I hadn't even been using in less than 2 hours!!!!
Photo of Bev

Bev, Champion

  • 3063 Posts
  • 1284 Reply Likes
No, that's 1 GB since midnight last night/this morning. The meter resets at midnight customer time on the Exede/Viasat side, regardless of what time the payment is taken and, regardless of when the customer side meter shows the reset.

Of course if you have a free zone, then the usage would be since the end of your free zone this morning.
Photo of laughingcat

laughingcat

  • 24 Posts
  • 6 Reply Likes
Thanks for that information Bev. But still, 1 gig from midnight... Impossible. didn't even get up till 6 AM PST and 75% of this mornings service was nonexistent. Had to call 3 or 4 times this morning because of no internet service. Not even the slower Liberty Pass service.
Photo of Bev

Bev, Champion

  • 3063 Posts
  • 1284 Reply Likes
I understand, unfortunately, I am just a customer, like you so, I can't look at your account or service to see what might be the problem.

Fortunately, we have a great community team that Viasat pays to take care of us and, you can reach them directly by emailing exedlistens@viasat.com. They respond within 24 hours or, as close to that as is humanly possible for them, depending on their workload that day but, they do respond and, they do get problems solved ASAP.
Photo of laughingcat

laughingcat

  • 24 Posts
  • 6 Reply Likes
Just an update.... And would first like to thank Steve and Bev for their participation in this thread. All is good. Just heard back from Exede and they are crediting my account with 2 Gigs of Data. And for being told to sign up for Easy Care to have my modem replaced they are giving me an additional 3 Gigs for this month. I'm satisfied!
Photo of Bev

Bev, Champion

  • 3063 Posts
  • 1284 Reply Likes
I'm glad customer service was able to help you and give you the credit you deserve for the hassles you went through.
(Edited)
Photo of laughingcat

laughingcat

  • 24 Posts
  • 6 Reply Likes
Update on my Exede problem. Just by chance I checked the bank account that my bill is payed from. Was shocked to see that the 3 free gigs of data I was promised was charged to my account. Completely wiped out the funds available in it. Not a very happy camper here. I've had this exede account for 8 months now and 4 of those months I've been overcharged, sometimes by twice my monthly payment amount. It's all recorded by Exede. The only problem I had today was that the first CSR did not know what the word 'Bill' was, frustrating have to repeat the same word multiple times. Hung up and called back and luckily was answered by (I'm assuming) was a US Rep. The three gigs I was charged for that were supposed to be gratis are being sent to a department that has the right to approve or decline the credit. Why shouldn't this be automatic? Still, still still Shaking my head. Four months out of eight with serious billing issues.
Photo of Bev

Bev, Champion

  • 3063 Posts
  • 1284 Reply Likes
Laughing cat, I have to agree that the auditing department needs help. They have done similar things to me on two occasion. Please email your account and contact information as well as a link to this thread, to explain the problem to exedelistens@viasat.com. They will get it cleared up for you.
Photo of mferner

mferner

  • 249 Posts
  • 53 Reply Likes
emailing exede is the best way to go! They will usually take good care of you! I have never really called exede except a few times!