New customer and no service since installed

  • 1
  • Problem
  • Updated 1 year ago
  • In Progress
I am very disappointed in our service with Exede. I just got the service last Friday 9/15/17 and haven't had internet service since Friday night. I've had my appointments rescheduled and had no-shows. To install was rescheduled.  My appt was between 8-11 on 9/12/17 and they pushed it back to 9/15/17, but here's the frustrating part, they didn't call to reschedule until 1030am.  Thirty minutes before the end of 3 hour window. In between this time, a service call takes approximately 4-5 days to come around. So I call on Saturday 9/16/17 and was told a tech can come out on Wednesday 9/20/17. Still no service.  They were supposed to be here between 8-11 but called and said they will come out between 4-5, then they were a no show, no call.  I get people on the phone that ask me the same questions and come to the same conclusion but I haven't had anyone fix the problem. And now their system is down 9/21/17 and they can't check the modem, even though, at the last call, they know my modem needs to be replaced and moved to another room.  And the next schedule date for repair is Monday 9/25/17!!!! Have I mentioned that I have no internet service yet?  And by the way, Exede has already been paid.  So I paid for a service on 9/15/17 and have yet to use it.  I am not going to pay an early termination fee for something I still haven't received.  I would like to talk with someone who can solve my problem and not a customer service person that keeps asking me the same questions and then tells me, I don't know what else I can do".
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Ellen Williams

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Posted 1 year ago

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Photo of Steve Frederick-VS1/Beam314

Steve Frederick-VS1/Beam314, Champion

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Ellen, send an email to exedelistens@viasat.com. This goes directly to corporate headquarters, and will be addressed, usually within 24 hours. Be sure to include your account number and a phone contact, explaining what you have in the above post.

This is certainly not what Exede expects to happen to any of its customers.
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Ellen Williams

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Thank you Steve.  I will go by your advice.  wish me luck!
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Matt B, Viasat Employee

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Ellen, I have your email, and am looking into your issue.  Look for a response soon!