Not happy with service

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  • Updated 5 years ago
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EXEDE IS A RIP OFFF!!!

Viasat Exede was the only option for internet service when I bought a new home in Aug 2014.  From the time the technician installed the equipment and I asked him about the reliability and band width, he we not truthful with me.  I asked him to play a youtube video, and it stopped, buffered, and stalled repeatedly.  He told me that the connection was fine - he just did not have the updated video drivers installed on his company laptop (really!? - What kind of "technician" is this?).  I did not believe him, and sure enough, the service was crappy from day one.  I ran test after test and got pitiful download speeds.  I could not even reliably load normal web pages without significant delays, drop outs, and painfully slow load times. 

I called back complaining about the service.  A couple of months later, Comcast ran cable through the neighborhood.  Now Viasat Exede wants $30 to cancel the contract.  Ridiculous for something that I told the technician form day one was not adequate.  this company is a rip off.  Do not trust them.  I pledge to tell everyone I know how inadequate this service is.  I will not stop until Exede stops ripping people off and holding them hostage to ridiculous charges.

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Jim Ford

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  • Ripped Off, frustrated, lied to, held hostage. robbed.

Posted 5 years ago

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Brian, Champion

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There are many of us who are completely satisfied with the service.  I pledge to tell everyone I know how satisfied I am with this service. 
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A. Everett Neuman

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Dito Brian,
I also have been completely satisfied with my install, service, and load speed's. They all have exceeded the advertised rates.

I am also thinking about adding a second dish on my barn. I have a shop inside it with heat, and it would be well worth the price to have internet access out there.

Kimberly, if you check this post, please send me the best deal at the moment for a 2nd dish install. If at all possible, try and use the same installer, he was great and very friendly. I think he came out of Englewood Colorado.

Everett
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Brian, Champion

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I had WildBlue for 24 months and was happy with that. Last January I rolled over to Exede for the higher speeds and have been happy since.

Would I like 50Mbs and unlimited bandwidth? Certainly, but that's just not possible in my rural environment.

My installer was great. When a tree moved after heavy winds and rains I needed to have the dish moved. The same installer came out and did the same great work.

In all three instances, the installer arrived during the stated time window and had everything he needed.

Call me Happy in Stafford, VA!
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Exede Kimberly

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Hey Everett, I am having a difficult time tracking down our older emails with your zip-code in them. -.- Can you send me a quick email with the address the second dish would be at? Thanks!
(Edited)
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Richard Byle

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I have to sit here a write a short note . I am very pleased with this service, starting with the first phone call to exede, the intall and over all internet service
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Amy

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I too had a bad tech.  He could not really speak English and when I had questions he told me that everything was fine and I should not have a problem after the system updates.  Well I have had nothing but problems from day one.  I am stuck in a contract and I hate the service and customer service.  For the price of the service you would think that it would be better.
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A. Everett Neuman

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Hi Jim,
I notice this is your first post. Have you ever asked for help about your bad install before? Perhaps on a different forum?

If you have any questions, or are looking for a remedy to your current question/ complaint, just ask.

Please include your account # so that the Exede rep's can track down the installer and make sure this never happens again.

As far as the $30 charge to drop the Exede service, that does seem very low. I know myself and many others would gladly pay that to be able to switch to a Comcast service line.

You have to ask for help to get help. Exede does not offer mind reading software included with the modem.

Have you tried a Pringles can?

Hope it helps,
Everett
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Jim Ford

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Typo. $300 to cancel


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Steve Frederick-VS1/Beam314, Champion

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Jim, it sounds like you got a bad install. I have had Wildblue from 2008 through 2012 when Exede was introduced, and have been with Exede since April 2012. I have had no issues at all, and other than some slowdowns during the holidays, have experienced speeds well above advertised, in the 18 to 23 Mbps consistently. As for a $30 cancellation fee, after only six months with Exede, you got a heck of a deal. Others have to pay $15 a month of the remaining contract period.

Enjoy your Comcast connection, most of us would love to have a land based broadband connection, but that may never happen for us. Until then, we love our Exede, it beats the alternative.

Steve
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Albert Dean

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I have never seen those speeds and most often no speeds. I guess you are very fortunate with your connections or are you working for via sat?  Just curious.
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Exede Kimberly

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Hello Albert, I'd like to take a look at your speeds and see if something is out of order here. Please send me an email to exedelistens@viasat.com and I can get started. Thank you.
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Steve Frederick-VS1/Beam314, Champion

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Albert, I do not have any connections with ViaSat except that I am a customer. If you are experiencing slow speeds, or no speeds, you should send an email to exedelistens@viasat.com, give your account info and explain your speed problems, and you will get help. The system works, you only need to ask for some assistance to get your setup to the speeds most of us are experiencing.
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Shauna Burns

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How much is it to opt out of my contract with exede?
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Old Labs (VS1-329-L12FZ)

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Shauna, if a standard customer agreement then $15 per month remaining in your contract. In addition you are responsible for returning the modem as well as the TRIA (outdoor transmit/receive unit) that is on the dish or risk be charged for those also.    
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Exede Kimberly

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Hello Jim, I definitely don't want you, or anyone else, to feel as though you were ripped off. I'd like to take a look at your account and see what I can do for you to either to get your service up and running the way it should have been from the start or to do what I can so that you can leave us on a positive note. If you're interested, please send me your info to exedelistens@viasat.com. Thank you.
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angela goode

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I have a very difficult time completing my schoolwork online with exede because it keeps going to "limited" and I have to disconnect, reconnect many, many times throughout the day. I almost have to sit now in the same room with the modem because it tends to stay connected a little longer right beside the box. But, I did not sign up for that. Was told for around 40 a month I would have internet. Truth is at almost 61.00 a month I barely can stay online. I have called and was told same thing each time, unplug, replug and reset. How many times should I have to do this? I have no problem paying 60 a month for 5gb if I get it. I do not stream or have heavy usage because I cant stay online long enough to do so. I will be cancelling after this month expires because I sometimes am taking a test and the internet "drops to limited" and then I have to contact instructor to restart test. This internet service we are receiving is only adequate for my child to play on her tablet. Not adequate or acceptable for college online. Certainly not for watching videos or anything like that.



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Steve Frederick-VS1/Beam314, Champion

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Angela, there is definitely something wrong with your system. You should not be having those problems. I am not sure what "it keeps going to "limited"" means. If you are using a wireless router, you should not have to be that close to it to get a good signal. You should send an email to the moderators here at exedelistens@viasat.com explaining your problem, they will be able to check your system out with some great tools they have. I have had Exede for 32 months and have not had any problems, you may have a faulty piece of equipment, or the dish may be out of alignment. 

Good luck with getting your connection problems rectified so you can enjoy your internet.
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angela goode

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Thank you Steve for your reply, I have sent an email to exede not certain at this moment who but, waiting for a response. I say "limited" where on my laptop  when I connect it shows internet connection to exceed is limited rather than when I sit next to router it says connected. When internet icon says limited I cant view any webpages
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A. Everett Neuman

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Hi Angela,
Have you tried hooking your laptop directly to the modem? NO WiFi? No router? Direct nic cable modem to laptop?

As for your child and her tablet. Is she connected to the internet, via WiFi? Kid data is the same as grownup data. And I know when I was young, my fingers would have been busy. I would be connected, and burning the Gig's just like mommy.

Nothing bad about kids and the internet, I think it's a great learning tool. Both of my children where exposed to computers from about 1980 on. The tech one knocks down 100k a year plus perks. But, this was during times of dial-up to high speed cable, unlimited data movement. At times, slow, but connected.

The #1 shock for most who signup for satellite internet service, is "Where did all my Gig's go!". NOT Unlimited, excepts for a price, which is high in my book @ $10 a Gig add on. But these are the fact's when using satellite service in remote areas with no other internet access providers.

If you have emailed one of the Exede girls, you will get some help, and more answers. During the weekend, of course, is a schedule change slow up at times. Bear with them.

Hope it helps,
Everett 
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Emory Griffis

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Angela, Does the "limited connection" appear when you connect the pc directly to the modem?  If this only appears when you are in wifi mode, then it is due to a wifi adapter or driver beginning to fail. If you will open your system search program and type in "device manager" you will see a list of all adapters and drivers on your pc. Scroll down to "wifi devices" and to the right there will be at least one wifi adapter or driver listed. Choose one by left clicking and then  left click again on "properties", right click on "uninstall" and then restart your pc. Windows will automatically install the latest updated adapter or driver when it powers back on. Repeat this for all wifi adapters or drivers listed. This is the most common solution for a limited connection but by no means the only one. If this does not solve your wifi issue, please post again and I will be happy to offer another step to take to restore your internet.
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Mikel Chano

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Hi Jim,
 I am completely happy with the service as well, yes sat service does have 600ms delay but that is because your data round trip is 80,000+ miles, 20,000 up to the sat, 20,000 down to a core router, land route miles to destination, then same trip back. land route miles is not line of site but rather, new york to dallas to florida to destination as one example. Considering this distance my reliability is great, I am a Telecommunications and IT tech, and since the telecom act of 1996, I now build cable tv systems and sat systems on MDU properties as well. I have been in my changing trade for 38years and I am speaking from experience. I am satisfied and recommend Exede to everyone in rural areas. My video streams no problem, vpn, gre tunnels work fine from my home core router as it is networked to 15 other land based core routers presently and growing. my speed tests 18-25meg to speedtest.net, unthinkable before sat 105 was launched.  $30 buy out clause is dirt cheap, ask comcast what their buy out clause is. Early contract termination buy out is dependent on remaining contract time. comcast contract will be no different. I feel bad that you had a bad experience with Excede. I have no complaints after 24 months of service to date. Good luck with your comcast service, I have been in cust support the entire time and all companies have a percentage of issues including comcast. google comcast issues and you will find plenty of dissatisfied comcast customers. Good luck with comcast I hope you're satisfied with their service.

Mikel Chano
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Danielbo

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My normal speed is 4 to 6 mps, that is what I got when they installed it, So it works for me, but the other day someone mentioned about the speeds raising to 25 mps, so I checked mine and it was really up there. i was so excited about going over 10 and really close to 20 mps. But now i am back down to the normal 4 to 6 tonight is more like 4 mps. I am not complaining, with a snow storm coming, that can be a big issue, but how in the world did I get that super speed that one day. I thought maybe it was my new speed. I thought i would check it tonight and I lost my 25 mps. Any one know how i got it that day?
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Waterpixe70

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My speed is less than 4, not near the 12 MPs . I never ever thought I would ever miss Comcast but this company has managed just that. The customer service is hit and miss, one rep not wanting to help, the next actually helping to the best of their ability. Google fiber can't get installed fast enough for those of us with little to no options for ISP providers.
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Exede Kimberly

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Hello Annalisa, I am here to help. (: Go ahead and send your info over to exedelistens@viasat.com and I will be glad to see what I can do for you. Thanks.
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Waterpixe70

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What information do I need to send?
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Exede Kimberly

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Your contact phone number on file is sufficient.

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