Moving Problem Headache

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  • Updated 2 years ago
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So I called Exede back in the end of November because we were moving to a new place. I gave the representative the new address, they verified I had services there, I told them the date we were moving and the representative said they would have someone call me back to process the move. Ok, no problem. Two weeks later, we have moved, and still haven't received this phone call to facilitate the service move, so I call back, find out from a new representative that the move order was never put in and that my service address was never changed! So this representative tells me that they are changing the service address and that someone will contact me about the installation of the dish.

Well, now another two weeks later and still no contact. So I call in a third time and the representative today tells me there is no move request, my service address was never changed, and proceeds to put in the service change for me, gets the new address, says the move order is put in and tells me I need to contact my dealer to schedule an install date. OK great, finally some progress.

I call my dealer, but dealer looks up my account, says there is no move request work order, nothing has come through on their end and so they can't do the install. So, back on the phone with Exede for a fourth time still trying to get my service moved, a process that started a month ago already. Fourth representative assures me that she has put the move request in and that I can call the installer and schedule the move install. 

Call the installer directly and guess what...still no move work order. Look at my online Exede dashboard and the service address is still unchanged. So here I am, over a month since I requested the move request, still without internet, and still paying my monthly bill, which just so happens to be coming up next week. Think I'll actually have the service which I pay for? Doubt it. So this will make two months of service I have paid for with zero service because for some reason Exede keeps dropping the ball and can't get something as simple as a transfer service request done right.

I am disgusted with Exede, never in my life have I had this much trouble moving service to a new address with any other carrier! Do I have a way out? Nope, stuck in a service agreement which will cost over $300 to get out of, even though Exede can't even get their stuff together and process my move request. They sure are happy to keep taking my money though, believe that!
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P. Leming

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  • disgusted

Posted 2 years ago

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Brian Shackelford

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Pleming - 

I think you can send an email to exedelistens@viasat.com and someone can escalate this issue.  Alternatively call back and ask for a supervisor, get the name of each person you deal with as well as document the date and time of the call.  You should also be able to request a reference number or ticket number for the call - write that down and save it.  Once you hang up, call back and ask the person on the phone to confirm the move order was put in and if not again ask for a supervisor.  Repeat until they can confirm it is in place.

I am surprised the installer or local dealer can't facilitate the move.  I would think they can put in the request and just take care of it for you.  Not sure though as I have not had to move.

Good Luck
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P. Leming

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Thanks Brian. The installer has to have an official move work order from Exede because when you move your account is actually closed and a whole new account with new two year agreement is put in place. So the installer has to have the activation ID and such from Exede in order to hook up services. This is what the installer explained to me. Thank you for the email address, I am going to write them now to try and seek resolution to this issue. 
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Exede Lindsey

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Hello P.Leming, thank you for reaching out to us regarding your customer service experience regarding your move. We truly apologize for the inconvenience you have faced; we strive to provide excellent service to our customers. This is not the type of experience we want our customers to have. Please send your account and contact info to exedelistens@viasat.com so we can further review your account and get this problem escalated and fixed as soon as possible.  Thank you 
(Edited)
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P. Leming

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Thank you Lindsey, I thought I had some progress last night as a representative gave me a work order number saying my move request was finally processed. When I called the installer this morning and gave them the work order number turns out it was the original work order for my initial service hookup. So frustrated...
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Richard L. Ray

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You gav ehem  chancer numerous times. Call your bank or credit union and put a stop payment on any further automatic withdrawals from Exede, your justification is that they billed for service not provided. THAT will get their attention. Hughesnet threatened me with a lawsuit when I dropped them because of no service, they did not have a leg to stand on. Ditto for Exede and their noises about fulfilling your end of the contract. They are not performing, and you cannot be legally compelled tp pay for service that they are not providing.
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Brian Shackelford

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I would say if you can work with Lindsey they will get you taken care of.  I also Imagine that they will credit you any amounts billed for service you have not been able to use at your new location since it is still hooked up at the old location.  I would advise working with someone such as Lindsey or a supervisor on the phone and calmly explain everything.  I find you can get a lot further with kindness than with threats.  What Richard suggests certainly is an option, but what is your desire in the end?  Disconnect and have no real alternatives for service or work with Exede to come to a reasonable resolution.  I have had to work with Exede on a few items in the past and we have always been able to come to an acceptable resolution in the end.  
Just my two or three cents... 
(Edited)
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P. Leming

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Thanks for your input Brian. I called back in after speaking with the installer and getting the bad news this morning. I explained to the representative that this has been an ongoing issue for 36 days now and that I really needed to get a resolution to it considering I was paying for the service but not able to use it because of the move request never getting properly processed. That and I work from home three days a week and having to use my poor cell service as internet was really not cutting it! The representative ended up getting me all taken care of...finally...and I was able to call the installer and confirm that they have me scheduled for installation next week. Thank goodness! Now starts that process of getting some sort of compensation for the service charges when I didn't have services, and hopefully, maybe, a little apology compensation for all the trouble. I did utilize the email that you and Lindsey provided to explain my situation and my dissatisfaction with the way this was handled, so hopefully my experience will at least cause some sort of look into the practices they employ with customer care to ensure that a similar situation is not experienced by customers after me. Now I'm just counting down the days till I can load a simple webpage in less than three minutes :)
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P. Leming

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Richard, I do agree with you that a company that is not providing services as promised in a service agreement should not be able to fine, charge, or in any other way lock a customer into the service agreement as their inability to provide the service would legally be a breach of contract. I actually dealt with a similar situation about five years ago with Clear internet and was able to cancel my service and not be charged any fees because the service speed that they provided me was extremely below the service speeds outlined in the service agreement. Then of course there was a whole class action against Clear that happened a few months after I dropped them! Anyway, I am happy that I was able to finally get my issue resolved as having internet is mandatory for my profession (IT managed services provider and web application developer), which means I am always on the clock whether in the office, working from home or trying to have a nice evening off.