Kudos to the Exede Social Media Specialists

  • 2
  • Praise
  • Updated 3 years ago
About two weeks ago I started having problems with my modem resetting itself, first every few hours, and then it reset anywhere from every 15 minutes to an hour or two. A week ago I sent an email to the Exede Social Media Specialists at exedelistens@viasat.com. Shortly after Exede Brad responded, confirming that he could see my modem was having issues, did a remote reset, and told me to watch it, and to get back with him if the problem continued. The problem did return by the next day, but I chose not to get back to the team because the holiday was coming up. By Saturday morning, my modem was resetting quite often, so I sent a new email. Exede Diana called me shortly after I sent the email, and after checking my modem remotely, told me that she could see how many times the modem was resetting itself. While on he phone with me, Diana set me up with a visit by a service tech for Monday, November 1st between 11 a.m. and 2 p.m.. The tech called me around 9:30 to let me know that he would be at my house in the time frame scheduled. He showed up shortly after 12:30, connected his computer to the modem, and told me that he was going to replace my modem with a new one. After he did his thing setting up the new modem, he showed me that it was connected to the internet, and that all the info on the modem status page were well within limits. While there, he checked my dish, and since my original installation with Wildblue in 2007and the upgrade to Exede in 2012 never included any grounding, he properly installed the ground block and dish grounding. The tech's name was Jay, he worked for one of Exede's authorized service providers out of Hamburg, NY. He was very professional, and very customer oriented.

Since so many of the posts on this forum are somewhat negative, I just wanted to let everyone know that the team at Exede is out to help every one of its subscribers quickly and professionally. If you have a problem, all you have to do is ask the Exede Social Media Specialists for help. They will take care of you.
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Steve Frederick, Champion

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Posted 3 years ago

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HMC1940

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Hi Steve I've always had good luck with Exede service people. They come on time and check things out and fix things. Always had good luck when had to call in also. I'm happy with Exede. Don't care what you have to get on line nothing is perfect. Heard of people who had DSL have trouble. People with broadband have troubles.I'm just staying with Exede more people get mad and go some place else if the are on my beam I'll have more beam. hehehe
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david, Champion

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Steve, where and how did he install the ground block? I'm fairly sure mine was done wrong when I got Wildblue back in '05 and the Exede installer reused it in '13.
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Steve Frederick, Champion

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David, he installed the ground block at the point the cable enters my house. He cut the cable and installed approved waterproof coax fittings.
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Diana, Viasat Employee

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Steve, Thank you for the comments and kudos! We appreciate you sharing your experience. We are here to help and want all of our customers to be able to enjoy our Exede Network and have a great customer service experience.