My first Custpmer NON-Service experiance!

  • 1
  • Problem
  • Updated 12 months ago
  • Acknowledged
  • (Edited)
Have been with Exede since Feb 14th 2017, have the Freedom 150 plan with a 3 year price lock guarantee and paid the lifetime Equipment Fees up front. Now on an extended vacation, called and asked to place my account in hibernation. Was initially told OK that would be $20.00 a month. Wonderful! Pay $20 a month for absolutely nothing, Then they noticed I had paid the equipment fees, so I can get NO service for only $10 a month. Then I am told my plan is no longer available, so I will most likely not get the same plan and same montly payment when I return. So now if I want to keep this marginally function internet service, they are telling me I have to pay my bill in full each month for NO service or cancel and pay the ETF's. <Violation forum rules, removed by Moderator>. And yes I have read the contract, maybe someone can explain section 3, 3.1 (d), "certain account changes"
Photo of gm92066

gm92066

  • 73 Posts
  • 31 Reply Likes
  • disgusted

Posted 1 year ago

  • 1
Photo of Bev

Bev, Champion

  • 3022 Posts
  • 1256 Reply Likes
gm, I have to agree with you, putting your service on holiday should not end your plan since it does not end your contract. I would email exedelistens@viasat.com with this information and, your account and contact information. Maybe they can do something for you.
Photo of gm92066

gm92066

  • 73 Posts
  • 31 Reply Likes
So now I wait for a response from exedelistiens, 1 day gone by.
Photo of Brad

Brad, Viasat Employee

  • 2940 Posts
  • 1002 Reply Likes
Hi Gm92066. 

Sorry for the wait, typically we have a 24 hour response time but have a minor backlog this weekend we're working through but we will get to you as long as exedelistens@viasat.com is the email sent. If you require faster service you can call us at 855-463-9333 or do an online chat at https://www.exede.com/contact-us-exede/
Photo of gm92066

gm92066

  • 73 Posts
  • 31 Reply Likes
"I have to agree with you, putting your service on holiday should not end your plan since it does not end your contract."

Well guess what? There is absolutely nothing in the customer service agreement that benefits the customer! I'm sure that's not much of a surprise to anyone. So unless your on the basic minimum plan you can not use the hibernation/vacation/suspend plan, which makes no sense to any logical person, just another way the exede agreement is designed to take advantage the customer.

Will be an EX customer as soon as possible!
Photo of Kris Sator

Kris Sator

  • 4 Posts
  • 1 Reply Like
Same