Not happy with service

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  • Problem
  • Updated 2 years ago
  • Acknowledged
  • (Edited)
Exede interent is a zero in my book i just cant believe they wont just give out unlimited service just like all the other providers.I think its crazy that they only give you so much data and then charge you out the butt. To me its not worth having in your home .Ive had nothing but problems with them after using my data an went into restriction my net never changed i still could get on ps4 watch netflix and all that never had no problems but now there employees wanna be rude and not fix my net when i call saying theres nothing they can do to fix the problem because im in restriction but all the other times i have called they have fixed it every single time if they dont get there plans changed an give people the right to have unlimited internet then i am switching services
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Kaylan

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Posted 2 years ago

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Ets Stanford

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I finally had to change my service and I called to cancel today and it took 45 minutes! It is also costing me over $200 to cancel my contract. I have been paying $81 per month for 12 gigs and it is always gone within the first day! It snowed at my house this weekend and my net was down, but whenever I call they always tell me everything is fine and it must be something with my router. Exede Internet is a rip off and they need to be heavily regulated or put out of business! I was told today by a supposed supervisor named Hector that they will send me a box and I am to climb on my roof and remove some part and return it with the modem or I will be charged another $300. Have you ever heard of a company asking a customer to do their job and especially if it requires you to put yourself at risk???? My new month started January 20th and I cancelled on January 24th, however, I must pay for the entire month!!! AND pay an additional $15 for the very same month because I am cancelling. ... how can that be???? Steer clear of this company and if you do have them I urge you to complain with your state's Consumer Protection Agency.... I was going to also complain to the BBB, but as I suspected, they are not a part of the Better Business Bureau... bad businesses never belong to the BBB because they would be put out of business!!!!
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Brad, Viasat Employee

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Hi ETS Stanford

The cancellation policy as well as equipment return policy are all outlined in our customer agreement. We do offer a service to retrieve that piece on the dish. If you'd like, please email us at exedelistens@viasat.com and we can send you a copy of your agreement and address any concerns you may have
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Tanya Siejhi Gershon

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I feel butt raped by this company as well! I have the 20 plan and is less than 14 days my data was 70% used up. NOW WAY! This is fraud!
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Brad, Viasat Employee

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Hello Kaylan

If you're in restriction you can always add additional data at anytime as well as change your plan (won't have an impact on your agreement.) Exede and other satellite providers are not able to offer truly unlimited data. Cable and DSL can, but by most reports even they are putting a cap on. Cable/DSL also are VERY unlikely to service small and rural areas (if they can't make their money back on expanding ASAP, they won't do it) so satellite internet is a solution for people that aren't able to get these services.

 The reason satellite internet is limited is because the satellite can only hold so much bandwidth, unlike Cable or DSL who can easily build their network to continuously pump data, we must launch a new satellite to improve and increase our bandwidth which costs millions to do and takes a lot of time to build and plan out. However we are launching a satellite in March/April which will double our entire capacity and we'll be able to offer much more robust plans than what we currently offer (fantastic news for people that want to stream). Things like our ping rate will stay the same as we can't go faster than the the speed of light.

Anyway hopefully that answers a few questions
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shelley hearld

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Why is it that as long as a customer is willing to pay for additional data you're not concerned about fair access.  To me, that means if someone is wealthy and can afford to pay premium prices for extra GB then those of us on a budget suffer.  This makes no sense, once again the middle and lower class suffer and are taken advantage of!  In your own words "Cable/DSL also are VERY unlikely to service small and rural areas (if they can't make their money back on expanding ASAP, they won't do it) so satellite internet is a solution for people that aren't able to get these services" knowing this Viastat feeds of those of us who live in rural areas knowing that we don't have any other options and will have to accept poor performance and premium charges for limited access.  This kind of business practice shouldn't be permitted in America!
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GabeU, Champion

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Why is it that as long as a customer is willing to pay for additional data you're not concerned about fair access.
Because few enough people do it that the amount of extra data it puts through the system doesn't have enough of an effect that it's noticeable, whereas if everyone did this it surely would.  The amount of data they offer is a delicate balance of two things...how and when people will use that data, and what the system can handle.  A few people buying extra data isn't really enough to offset that delicate balance.  

And yes, someone who's rich could theoretically have unlimited access, but if everyone had this you'd be lucky if you even had enough bandwidth to open a web page, because unlimited access equals one thing...a slew of people trying to constantly stream on a system that can't handle it, turning it into cold molasses.   
 
(Edited)
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Tanya Siejhi Gershon

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Yeah for $10 per MG. Your company is charging be 2 per video I create, which is how I make my living. I do 2 per month. That's 4 in just this task. That's $40 a month wihtout checking my email and doing any other work. FRAUD!
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GabeU, Champion

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How does you using your data, then buying more data so you can do more, make the company a fraud?  

If I buy a pint of relatively expensive ice cream on Sunday and intend it to last a week, then eat it all by Tuesday and need to buy more so I can have some after my Friday night pizza delivery,  does that make the ice cream manufacturer, or even the store I purchased it from, a fraud?
 
 
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brella

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Mr GabeU, I have speeds slow as molasses....Would you say less than 1Mbps is something I should be gripping about? I have had freedom 150 gb plan since last Wednesday. Starts every evening starting at 4 30. Still sucks at 10:30. But I get the same ole excuse and no one offering to help. Any ideas would be greatly appreciated.
(Edited)
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Markgc, Champion

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My other option here is 4G wireless and they have severes data caps on that service. My neighbour is paying $120 a month for 30 gigs of data.
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Calvin

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I changed from a 12Mb/s plan to a 25Mb/s plan.  My average down speeds are from 1.5 to 4.  EACH day I call & agents run through the reset programs and tell me it is "congestion" on the line, be patient and try again later!  I am paying for approx 25 and not 2 or 3.   It is not my fault they have over booked customers and their satellite can't keep up.   Not everyday can it be "congested".  Check with speedtest.net I am told.   I do & speed stays at 2 or so.   TERRIBLE SERVICE!  If you're not a customer of Exede: DON'T   Till then I'll keep calling and emailing.......
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GabeU, Champion

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Kaylan, 

They simply can't offer unlimited access, as the throughput of the system doesn't allow for that.  If they did offer this, the system would slow to a complete crawl for anyone trying to use it, as the number one thing people would do is stream.  Thousands upon thousands of people trying to stream on a more restricted system, like a satellite ISP, would be like trying to throw 250,000 cars down a two lane road.  It simply doesn't have the throughput that a land based ISP does and can't handle what a land based ISP can.  

With this said, they have to come up with plans that take into account what people do with the data they have and what can be done within the limits of the system.  It's a balance, and it's a delicate one, at that.  Too much data offered and it's molasses.  Too little data offered and people jump ship for the competition, which deals with exactly the same dilemma of a restricted throughput.  Again, it's a delicate balance.  They give as much as they can without it making the system practically unusable.  And selling extra data when someone runs out isn't enough to offset that balance, as the overall number of people that do this is small, so the total amount is small enough that it doesn't really affect the system.     

Once that satellite is up there, that's it.  Upgrades aren't possible like they are with land based ISPs.  
 
I, too, would love nothing more than to have more, or even unlimited, data, but it just isn't going to happen for the above reasons.  So, in the end, I just have to use what's available within it's means.

 
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Calvin

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Hey GabeU.   Maybe Exede should tell the truth & let customers decide if their plan sounds fair.  I pay for 25Mb/s and as yet have never exceeded 11 (ONCE) AND my average download speed is 1.5 to 4.0.   Using your example of cars: If you paid for a car which is advertised as getting 25mpg but AFTER you bought it find it gets 1.5-4.0 mpg, would you be satisfied?  Of course Exede says, "UP TO" 25Mb/s to let you think you will get near that speed.  Maybe Excede should say "UP TO" 15Gb/s.   So, if customers get 4.0Mb/s they should be happy, right?  After all it is "UP TO" 15Gb/s.  In my case (paying for 25 but getting 4 at a cost of $90.00) maybe it would be fair if I was charged 1/4th of $90 ($22.00).  After all $22 is "up to" $90.   BTW Gabe, my problem is with Exede & not you.  I hope someone files some kind of law suit for false and/or misleading advertising against them.  They are dishonest about their product.
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Tanya Siejhi Gershon

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Tha's right! At least tell us the truth! Don't lie to use then sneak in a 24 month contract. FRAUD!
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Brad, Viasat Employee

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GabeU is correct. With that said like for Calvin's issue that's a clear issue if you're staying 1.5-4 with speedboost. These are the things you need to call in for and talk to our tier 2 team because that's blow expectations. Of course we and other companies say UP TO because many many factors can slow you down but sometimes it's on our end other times it's with the network at home. Our team can help get it sorted for you. Just call us. 
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Brad, Viasat Employee

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Tanya feel free to email us at exedelistens@viasat.com we make it a point to let all customers know that there's a 24 month agreement to get the service. We can see if you signed the agreement and if need be send you a copy.
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brella

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I've called numerous times about my speeds LESS than 1Mbps and told it's congestion. .62 is congestion? I am never to talk to anyone in tier 2.