Why did my bill go up?

  • 5
  • Idea
  • Updated 3 years ago
  • (Edited)
How dumb can a company actually be? I have been a loyal and mostly very satisfied Exede customer for 2 years now and a long time Wildblue customer prior to upgrading to Exede.
My Plan, Exede 12 which allows me 10 GBs per month for $49.99 of which I rarely use much over 5 GBs of the 10 I pay for has changed. My presence here has been mostly very positive in responding to others with complaints because I completely understand the limits associated with satellite service in areas where other internet services are not available. Cudos to Exede for at least getting me some degree of useful connectivity.
Now for the big surprise. My 2 year customer satisfaction period came to an end on June 21 and so now it is time to thank me for my loyalty. My monthly bill went from the $49.99 up to $62.98 as I now must pay for the equipment rental fees. Up until today my only real complaint has been Exede's refusal to bank unused data left over from month to month that we all buy. I never complained about the constant weather related outages or the slow speeds I actually get or even the slow speeds during the free time that I have never actually taken advantage of. $50 just seemed an acceptable monthly fee for the service I receive. This new billing fee of $62.98 is NOT!
I continually toss all the offers from other satellite providers in the trash because I have little interest in fixing what is not broken. This month Exede jacked up my monthly charges and has officially gone on the list of things that are broken and in need of repair. Their lack of Loyalty to me has given way to a lack of Loyalty to Exede by me and I honestly don't care if the dish on my roof says Exede or Hughes. All of these companies play this game and I have switched between DirecTV and Dish more times than I care to remember. Instead of offering existing customers a little better deal at the end of a contract period they crank up the costs and dare us to switch to one of the other providers with pretty much the same services and much better "Come On" offers for new customers who they hope will switch. I have had Cellular service from Verizon, AT&T, Sprint and T Mobile for this exact reason. Instead of rewarding my Loyalty as an existing customer in good standing they all grow more greedy and hope we will not complain about an additional $12 monthly fee for this BS equipment rental that is already two years old.
My question at this point is, Do you send your installers out to fetch your used equipment or do I just allow Hughes installers to remove it when they install theirs? After I dump Exede off my roof will you then begin sending me all those offers to come back because we miss you? Why not just do something nice to keep your satisfied customers happy?
Photo of Gary

Gary

  • 118 Posts
  • 86 Reply Likes

Posted 3 years ago

  • 5
Photo of Sandy MN

Sandy MN

  • 52 Posts
  • 32 Reply Likes
I grabbed this from their Customer Agreement:
F. Return of Equipment. If you fail to return leased Equipment within 30 days after termination of this Agreement, additional charges will apply as specified in the Lease Addendum. If you purchased your Equipment, you are not required to return the Equipment upon termination of this Agreement. In any event, ViaSat is not obligated to de-install the Equipment. 

My monthly lease fee is $9.99.  I thought they had a 3-year price freeze?  You should have a year left at the $49.99.  Why didn't they charge you the lease fee for the first two years?  You must have had a special deal?  Different areas have different plans, and if you purchase their service from a reseller, they might have their own rules.
I would call them Monday to find out why they increased your monthly bill.  Maybe the old plan you had was discontinued and they automatically bumped you up a level for your area.  Hard telling. Maybe you can find out by logging into your account and looking at the billing statement.
Good luck to you.  We'd be interested in knowing what you find out.
Photo of Gary

Gary

  • 118 Posts
  • 86 Reply Likes
Yes Sandy, we are both correct. My new lease fee is $9.99/month but they added an extra $3.00 lease fee to cover from 6/21 - 7/1 as my billing period is the first to the 30/31st.

Also correct that I will be in touch with the local contractor to see what I must do on Monday. My plan is Exede12/ 10GB/month for $49.99 and this was an offer that Wildblue promoted for their existing customers here in the NE or southern zone of the NY Catskills mountains. Now that my contract period is ended I am free to play the game and switch over to another provider who will offer the same 10 GB plan at the "Come On" deal rate and I honestly don't feel the love from Exede nor the desire from them to keep their existing loyal customers. Apparently it is in some way more beneficial for them to go after new sign up customers offering them the deals than it is to keep their existing ones. My friends who use Hughes get "Come On" offers from Exede while I get offers from Hughes for free installation and the new customer pricing plans. From the info I get from my neighbors the Hughes system is just about the same in reliability and speeds and I don't really care what name is on the dish mounted on my roof. It just strikes a raw nerve and is an extremely stupid business practice to not reward existing customers instead charge a BS $10 monthly fee to rent 2 year old equipment. With a new dish and new modem from another company I just might get a newer advanced technology modem and possibly a bit better reliability. Playing the switch provider game every two years is just one of the nuisances all these providers force upon us but $10 in my pocket every month is better than in theirs and I get to keep another local installer employed and working in the process. When my new contract with another service provider is fulfilled I can always come back to Exede on yet another "Come On" new customer offer saying they Miss me! 
Photo of JEP

JEP

  • 986 Posts
  • 718 Reply Likes
Gary - As a former customer of Verizon, have you looked at Verizon's LTE Internet Installed?  10GB for $60, same as you are paying Exede, but I don't know what taxes would be added on top of that for you.  Similar speeds, lower latency, less weather outages, but no LNFZ.  I keep looking at the 20GB plan for $90.  5 GB more than I get on Exede for the same price, but I don't want to give up my LNFZ.
Photo of Sandy MN

Sandy MN

  • 52 Posts
  • 32 Reply Likes
Gary, JEP has a good idea.  I have tried Verizon's internet USB deal before.  One of my neighbors still uses it.  It worked ok for me, but I'm on the fringe.  It kept bouncing back and forth between two different towers. I even bought an extra big antenna for the yard and focused it to the closest tower, but that antenna was for 3G, and doesn't work for 4G, so that is a $400 antenna that I can't use anymore.    Here is what Verizon has.  I don't know what the others have to offer.  If you can get an unlimited data plan, and pay extra for wi-fi or a tether option, you can hook your phone to your computer to get internet, unless you go the USB modem route. I used to use PDANet, an app, but Verizon has that blocked now.

Give Exede a chance to make things right.  They usually read these posts.  If they are not willing to work with you, then by all means, split, and then come back when they offer you a better deal. Friends of mine do that all of the time with their cable companies because existing customers are not offered the same deal as new customers, and they love making "bundles" to attract new customers.  

I haven't heard many good things about Hughes either.  I get a couple of advertisements from them each month.  A different neighbor has Hughes, and she hates them.  

Don't get screwed on the dish if you split.  My original WildBlue dish is still on the roof. I bought it.  I don't remember what I paid, but it wasn't cheap.  I think they offered me $150 for it when I upgraded to Exede, but I never crawled up on the roof to take it down, so it's still there.  I just rent the Exede dish now in case I have similar problems as yours in the future.

Keep us posted on how things go on Monday.  We'll back ya!

Sandy
Photo of Gary

Gary

  • 118 Posts
  • 86 Reply Likes
I am an existing Verizon Cell customer but have to LOL. I am in the mountains 90 miles NW of NYC and get absolutely zero cell signal. Our cell phones are useless except that we use WiFi for texting through the satellite so we can stay in touch when one of us is away from home. Verizon is one of few companies willing to work with us and they have given us substantial discounts based on the little number of minutes we ever use each month. Every day I get notifications from this forum about the thousands who are very unhappy with Exede yet I don't have many complaints because it does work rather well for the most part. Exede just needs to rethink their plans and apply some consideration with customers like me who don't go anywhere near their data cap on a monthly basis and quit slamming us for these ridiculous fees. Tell me if you can, What will Exede do with my two year old dish and modem when I return it?
Photo of Kaotic Technologies

Kaotic Technologies

  • 281 Posts
  • 120 Reply Likes
Lol are you new to life? You yoir self said you switch back and forth from directv to dish. ...I agree loyalty needs to be rewarded.....but in the real world.... its all about $$$$. You shoukd be old enough to knkw this.... you want a cookie for Paying your bill?....go to hughes... tell me how you like it
Photo of Charles Clark

Charles Clark

  • 31 Posts
  • 12 Reply Likes
I totally agree with Gary's point here and Kaotic, just because today it is so there is no reason it needs to be so..

The first satellite company to break this cycle of short term teasers and starts rewarding loyalty will be the winner in my opinion. Let them come to me now after my 4 years and say I am increasing your data or doing something with the price and I will be a very satisfied customer.

Do  something to break the statu que mold and ultimately, IMHO,  the company will win (By the way Consumer Cellular - a cell phone company I use regularly does just this for new AND existing customers).

Time for Exede to think outside of the box and become a true leader in their field.
Photo of Charles Clark

Charles Clark

  • 31 Posts
  • 12 Reply Likes
Sorry I meant "status quo" ...fat finger typing and not checking my work!!!
Photo of Kaotic Technologies

Kaotic Technologies

  • 281 Posts
  • 120 Reply Likes
absolutely agree..... would love to see the industry shift that way. Loyalty needs to be seriously rewarded.... after 2 years...if you sign up again....no rental fee for modem...... and a free service call every 6 months.....
Photo of Knight Rider

Knight Rider

  • 957 Posts
  • 536 Reply Likes
You have a few ootioms., stay with exede and pay the rental fee monthly, or you can pay it in advance again and save the $30 by paying for 2 yes again. Other option, go to hughesnet and prepay their lease for 2 yrs or pay 400 and the equipment is yours..but should anything happen with it you will have to pay again to replace it. Another option again check out cell service for internet...down side there is its more expensive then Exede with no LNFZ and they will automatically charge you overages of you go over where Exede does not.

Good luck in your search.
Photo of HMC1940

HMC1940

  • 605 Posts
  • 253 Reply Likes
The same thing happen to me. I prepaid for equipment for the 2year contract. But once my two years were up I 'm charged for equipment. From what I understand you cannot buy the equipment. Also was never offered any prepay deal so that my equipment would be paid and save money. So paying the extra $10.00 along with the ten gig plan cost.
Photo of Old Labs

Old Labs

  • 3488 Posts
  • 3478 Reply Likes
Gary,

Sounds like you prepaid the lease for the first two years on signup. Is that the case?

Good luck though... unfortunately for us having no other options, satellite internet is a duopoly for all intents and purposes further exacerbated by a very limited market (compared to the overall internet market) and there's never going to be truly competitive pricing between them IMHO.

Dish and DirecTV are fighting over a larger market and more competitive when it comes to customer retention efforts.

I looked at a switch to HugesNet but after reading their legal documents it was a net wash (actually a bit higher for less). Even visited https://community.myhughesnet.com/hughesnet and except for the colors would have thought I was here - same complaints, same issues, same GetSatisfaction approach.

In the end, stuck with the devil I know...       
(Edited)
Photo of Gary

Gary

  • 118 Posts
  • 86 Reply Likes
I don't honestly remember what the deal was when they came and switched me from the old Wildblue to Exede. I think it was just a bit more expensive monthly bill but no money out of pocket at the time. I was perfectly satisfied with the old WB system but I think the equipment that was almost 7 years old was in need of updating so I did not have much of a choice to remain with WB.
Photo of Gary

Gary

  • 118 Posts
  • 86 Reply Likes
LOL! Kaotic Technologies is a rather fitting name given your contradictory responses first in belittling me and then in completely agreeing that rewarding good customers would be the better plan. I was able to interpret your type-os and I sure don't honestly care to switch to any other provider but as you aptly state, it is all about $$$$ and that money is better off in my pocket. All of these contractual companies pull this same form of trickery and most of us just sit back and accept it, not me! Over this last 2 years I have bought and paid for 240 GBs of data and I will bet I have given back over half of those Gigs in unused data with absolutely zero thanks from Exede. Now they feel the need to Zap me for an extra $10/month just because they can. I am a 63 year old retired USN veteran from the Vietnam era on a very fixed income and today is Independence day. I am expressing my Independence with fair warning that Exede will need to replace me as a paying customer by offering some unknown entity, new sign up, the discounts we who are loyal should be getting.
Photo of Sandy MN

Sandy MN

  • 52 Posts
  • 32 Reply Likes
Thank you for your service, Gary!  Happy Independence Day!
Photo of Kaotic Technologies

Kaotic Technologies

  • 281 Posts
  • 120 Reply Likes
Was not belitting you.... i was surprised by your suprise that billion dollar companys dont focus on the individiual, just the money. I found it amusing like thjs was the first time you have been over a barrel. Thats all. I agree loyal customers need more love. But in the real world most of us have a clue on whats really going on. Didnt mean to hurt your feeling. lifes not fair lol
Photo of Gary

Gary

  • 118 Posts
  • 86 Reply Likes
Billion dollar companies get away with this stuff because millions of us don't speak out against it and just accept these rip offs as facts of life. Just like the political arena where they believe we work for them rather than they are working for us. I was really not surprised but it did happen to come on a rather special holiday weekend for many of us.
Photo of Colorado Bobby

Colorado Bobby

  • 25 Posts
  • 7 Reply Likes
I have been checking out DISH and HUGHES for an alternate.  They both offer 50GB packages for the same amount I am currently paying EXEDE for 15GB, and when I mentioned this to EXEDE, they didn't seem to care or want to keep me as a customer, just reminded me that early out after only 14 months would cost me $195, and adios motherf***er, don't let the door hit you.  NO attempt to even compete or make a better deal to keep a customer.  WTF?
Photo of Gary

Gary

  • 118 Posts
  • 86 Reply Likes
I do not expect to find any better deal from some other provider because they all have the same business acumen. I just find it to be a very dumb practice for a company I am otherwise satisfied with to not try to keep satisfied customers. The fact is it will cost Excede a lot less to keep me at my current monthly fee than it will to go find a new paying customer. Think about all of these companies that beg for our business and then break it off right in our rears once we sign up! Micro Soft, Apple, Verizon, AT&T just to name a few and all of this proprietary crap can take it on a hop in my opinion. We are becoming far to accepting and complacent and on top of all of this I just received notice that Exede/Wildblue will no longer support Google apps while I type this on a Chromebook computer powered by none other than Google. My I phone from Apple constantly has massive updates that eat far too much of my Exede data allowances and each device must be updated separately. Could it just be that I am aging myself and refusing to get with the programs? Hell, I grew up with a single rotary telephone that was on a party line which was fine with me and still would be. When Dad needed the TV channel changed I was the remote changer and there was just 6 channels to change to once I got the rabbit ears in the right positions. Al Gore had not invented the internet WWW yet and life was a lot more peaceful for those who remember. :-))))  
Photo of Old Labs

Old Labs

  • 3481 Posts
  • 3473 Reply Likes
I still use my rotary phone (more for display purposes)... but it's the one I point out to those asking if they can use my phone. It's always entertaining to see them struggle with its use ;) 
(Edited)
Photo of Knight Rider

Knight Rider

  • 957 Posts
  • 536 Reply Likes
You may want to review that 50gb plan..if I remember correctly its 20 during the 8am-2am and then the 30 would be from 2am-8am where as Exede offers 25 from 5am-midnight.and then unlimited from midnight to 5am
Photo of Colorado Bobby

Colorado Bobby

  • 25 Posts
  • 7 Reply Likes
ULTRA PLAN

Download Speeds Up to15 Mbps

Upload Speeds Up to2 Mbps
1Total Data Allowance100 GB/ month
Allowance50 GB
+ SmartBrowsing2Bonus Bytes (2am - 8am)50 GBMonthly
 Fee$89.99 $79.99per month for 24 months4

I know I read it correctly... This is copied from www.hughesnet.com page with my zipcode 04460
I'm paying Exede $79/mo plus equipment rental $9.99/mo
(Edited)
Photo of Knight Rider

Knight Rider

  • 957 Posts
  • 536 Reply Likes
OK yea I found an address for that area and there is a 50/50 GB plan where Exede only has the classic plans still. Again though I said for my area Exede comes out better but I can see that 50 /50 plan would be nice.
Photo of Knight Rider

Knight Rider

  • 957 Posts
  • 536 Reply Likes
Correction just looked up hughesnet for my area and all their plans have a 50 over night limit that starts at 2am till 8am but even their biggest plan only has 20GB from 8am to 2am so of you have 25now and go over...good luck with 5 less GB a month.
Photo of Colorado Bobby

Colorado Bobby

  • 25 Posts
  • 7 Reply Likes
See my comment to your first post.  
Photo of Exede Lindsey

Exede Lindsey

  • 1827 Posts
  • 163 Reply Likes
Hello Gary, I am truly sorry we did not live up to your expectations we definitely understand your concerns and would hate to see you go because of this, If I can assist in any way possible before you consider switching please send us your account and contact information to exedelistens@viasat.com. As far as your equipment is concerned, you are responsible for returning both your tria and modem at the time of disconnection. We understand equipment retrieval can be a hassle for some who may be elderly, have medial conditions, or existing roof issues which may limit their ability to which we do offer a huge discount. For other circumstances we can address on case by case bases. I would be more than happy to see what I can do for you. Thank you. 
Photo of Gary

Gary

  • 118 Posts
  • 86 Reply Likes
Thanks Lindsey for wasting more of my time. I did as you asked, sent all of my info, and sorry now that I even bothered.

You are free to add me to the list of very dissatisfied Exede users and I plan to spend more time right here until I work out a better plan.
Photo of Exede Lindsey

Exede Lindsey

  • 1827 Posts
  • 163 Reply Likes
Hello Gary, I’m sorry that you feel that I have wasted your time. The problem in question was the extra charges associated to your lease fees; unfortunately we cannot clear those charges as they apply to your leased equipment. Please let me know me know how I can help with any further questions or concerns you may have. I would be happy to address. Thank you.  
Photo of Josh

Josh

  • 171 Posts
  • 19 Reply Likes

I have Hughes, you would be a fool to switch over, you will actually pay more money and from what I understand you might be lucky to get 1.5mbps on a good day on the big package


Photo of Gary

Gary

  • 118 Posts
  • 86 Reply Likes
So far Josh, you are probably 100% correct. As I said above, I do not expect to find a better deal or even a better service, we are a captive audience here!

I do find it rather interesting in that my original post title was "Marketing Ignorance- Time to jack the price" and now all of a sudden my post title has been changed by Exede to "Why did my bill go up". Those are certainly not my words and I knew from the start the "Why".
This certainly makes me wonder how many others here have had their words altered or completely changed due to Censorship?