Phone cancellation fee

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  • Problem
  • Updated 2 years ago
  • (Edited)
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Sara

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  • under valued by company that changes policy with each representative you talk with

Posted 2 years ago

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Bev, Champion

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And you want to discuss what exactly. This is a peer to peer forum for help with Exede internet service issues. Are you having problems connecting? Voice not working properly? Billing questions? Perhaps if you explain the problem you are having and the steps you have tried that have not worked, we can help you.
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Sara

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The service was originally to be billed at $109.99 which included porting over my existing home number. The sales person checked her tool 3x. No problem. This was an important feature to me. An installation date was set up. On that date, after taking off work to be available, then get a call can't make it til next day. In the mean time sales person puts service in the name of Gail Barnes. Where she got that one, since I spelled Sara numerous times for service and credit card. Called customer service they want proof that Gail didn't live here or set up account. Next day took off again for installation, must say repair man was very nice. Yet he told me that he had always been able to port a number. Call customer service. Talked with 2 women who knew nothing more than what was on computer screen and passed me back and forth between the two. Called CenturyLink they said there should be no problem to port number. Called customer service. She said her tool said couldn't be done. So I cancelled phone service. Excede charged me $60.00 for cancellation less than 2 days after install. When originally they told me there was 3 day change window. So now I am paying $129.00+ on my bill for something that was priced completely less with more features in beginning. Plus still have second bill from CenturyLink to keep phone number. This is just a small list. I have more details and names of Excede customer service personnel who gave me the runaround. So I guess my problems lie in many areas Bev.
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Bev, Champion

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it sounds like you got a new or inexperienced rep on the phone, it's annoying and, yeah it's happened to me too. Email exedelistens@viasat.com with your account information and the problems you have mentions here. You will get better help, or at least an understandable explanation that way. It does take 24 hours, sometimes a bit longer if it's a holiday, weekend or, they need to do some research but, i've always gotten clear, sensible answers that way.

I remember they had problems porting my old landline too, got it done but took over a month of calling both companies to get them both sorted on it. Problem was when I got the phone it was with an different carrier and, AT&T bought that one out and, the phone was in my married name while Exede service is in my maiden name (because I got it before I got married and I'm too lazy to send them a copy of my marriage license.)

I know the name on the card I pay my bill with should be proof enough but, not to them so, as long as it isn't a problem, I'll leave it be.
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Brad, Viasat Employee

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Hi Sara,

I removed the original post of yours because it was just a sentence and nothing else. This repost started that way (which is why I'll be changing your title in a moment). This forum's purpose is for users to "self-help".

Now that your reply actually states an issue I can help you.  You're going to have to email me directly at exedelistens@viasat.com and I can take care of that phone fee and assist you with your further issues. This forum is in no way tied to your account and is very open and public so that's why we'll need an email sent. Send the email and I'll help you with this phone issue.

thanks
(Edited)