No internet service.Why?

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  • Question
  • Updated 3 years ago
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I have not used up my data, my bill is all paid up, the sky is pretty clear. Why no internet?
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Connie

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  • frustrated

Posted 3 years ago

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Exede Lindsey

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Hi Connie, sorry about your connection issues. I would certainly like to take a look at your at your account to figure out what could be the problem or if an outage exist within your area please send us your account and contact info to exedelistens@viasat.com. Thank you
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radbus

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Mine was out too. They said there was an outage on our beam, but it was back up by 4pm. But my service is still out and I have to wait for a truck to come out on Friday. And they said if I need equipment replaced, I have to pay for it even if it was an act of God. That is not right. If that's the case, I will be switching ISPs.
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Old Labs

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There's no charge for replacing defective equipment. There may be a charge for replacement if determined to be the result of damage.  Outside of the initial 90 days of service, there is a service charge for the installer's time and effort. See the lease addendum to your customer agreement.

 
(Edited)
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radbus

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They told me on the phone while setting up the service call that if I needed my equipment replaced that I would have to pay for it completely, even if it was the result of an act of God..... This came from the customer service rep.....
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radbus

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Plus, I told them I have internet phones, therefore, no internet means no phones. They still try to call that phone to confirm appointment...... Duh.....
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Old Labs

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It doesn't matter what you were told on the phone, it matters what your customer agreement says - if you subscribe directly to Exede though ViaSat it can be viewed at: http://www.exede.com/legal/

If you subscribe through a third party, you need to check their customer agreement.

Many disagreements seen here stem from incorrect information that's been received over the phone during the sales process and could have been avoided by reviewing the contract before the sale. Just as ViaSat (or whoever you susbscribed through)  will use that agreement to their advantage, so should you.
(Edited)
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radbus

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That's what I was hoping. I had printed out page 8 last night and highlighted the info on defective equipment. So we'll see what happens.
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William Frazier

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Not happy. Technician was here 2 months ago and now have same problem again. In-laws have Hughes net are 2 tenths of a mile from here. Not as fast but works.
Close to pulling the plug on Exede.
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Matt F, Viasat Official Rep

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New topic

Please reference the new conversation here: Problem has returned after 2 months

This conversation is no longer open for comments or replies.