Issues moving & lack of communication via phone

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  • Updated 2 years ago
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My husband & I ordered exede internet 12 months ago with the Exede 12 plan. We placed the satellite dish at a (temporary) location on our property near our future home. We agree to this because the salesperson mentioned that once our house is finished we can move without any extra fees. So, several weeks ago our cable cord was severed and we didn't have internet. So I called to have a service tech come out & also mentioned to go ahead and move the internet to our now standing house. No one ever contacted me. However, the line was repaired and we continued to have internet. In July, we moved into our house &therefore wanted the Internet at the house. When we called about it, we were told the moving fee would be $150. So we waited& delt with the sporadic, weak signal until we figure something out. My husband mentioned running the hardline all the way to the house. But, we decided to change satellite Internet providers earlier this month based on information we received from dishnet. I called to cancel &waited about 25 min before ever speaking to someone. I wanted to cancel at a later date but couldn't. After I explained my dilemmas: waiting so long on the phone, not having a service tech call to fix our line, & was told that moving would cost us $150, we decided to cancel. Early termination fee is $180...ouch! I couldn't find that (2yr contract) info on the email I received 2yrs ago. Frustrated, but decided to cancel because we were planning on switchING providers. I was told someone would contact us to pick up equipment after I had asked about it specifically. Well, incorrect information from competitor & further research shows we had comparable plan with excede. Our actual Internet wasn't always bad, it's just communication for customer service. I just came across this forum & it appears exede employees are more active on here than I've experienced on the phone. After reading some forum topics, I feel that I may not get a phone call as expected from someone to pick up the equipment. Well, maybe someone can help me with this issue & I won't have to cancel after all & return the equipment. My husband has already tried calling to no avail. Just thought I'd try this avenue of communication before making a decision to go with dishnet.

Also, my online access doesn't have any contractual agreement information on it.
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Stacey Pruitt

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Posted 2 years ago

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Christine Conrad, Champion

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Stacey, send an email to exedelistens@viasat.com. Tell them what you mentioned above, and include your account number and a phone  number.

Also, be aware that Dishnet does not actually have any internet equipment or satellites, but they subcontract from either Hughesnet or Exede, depending on the dealer they have install the new dish and modem. I think you would be better in working with the moderators to get this situation resolved, so send the email, and you will get a quick response, usually within 24 hours.
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Old Labs

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All of the legal documents are located at:

http://www.exede.com/legal/
 
Christine is correct, DishNet is simply Exede or HughesNet re-branded under a wholesale type of agreement - so you'd be jumping from the pan into the fire (or even the same pan).

You could sign up for the EasyCare plan which allows for an annual Dish relocation - at best it would soften the blow dollar wise:

http://www.exede.com/exede-easycare/
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Diana, Viasat Employee

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Hi Stacey,  our champions have, as always, given you great answers to your dilemma.  Please send an email to exedelistens@viasat.com with your account and contact information so we can review and resolve your issues. 
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Stacey Pruitt

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I've sent an email&was told my account number was not exede account. I think it's "managed"by NRTC, but we had exede internet. I sent Diana at exede listens the corresponding account info that was requested, but haven't heard back. I followed up with email earlier today. Any info?
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Brad, Viasat Employee

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On those NRTC is a wholesaler that handles the entire account from start to finish. Unfortunately we will not have access to any information on those accounts and you'll have to call them to make any sort of changes. However, we can answer general questions for you