our exede internet is not working

  • 2
  • Problem
  • Updated 1 month ago
  • In Progress
we have tried many many times nothing helps restore service
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David Boog Powell

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Posted 3 months ago

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David Boog Powell

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customer service has really went out the window since ViaSat took over
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Old Labs (VS1-329-L12FZ)

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It's always been Viasat since circa 2009 - Exede was a brand name not a company. Wildblue was a company which was acquired by Viasat circa 2009.
(Edited)
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weperk

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Hey, Old Labs, call it whatever, BUT for real, since they have actually begun using Viasat as head rather than Exede, customer service has SUCKED big time. The CSRs don't care, and when you ask to speak to a supervisor they treat you like a child, are condescending and patronizing. I was a customer for well over a year when they were still called Exede and always had pleasant interaction with customer service and swift action to my issues. Once I moved, was forced to change my plan and equipment and began dealing with the heartless folks at Viasat, my experience has been horrible, & I cannot wait till my contract runs out so I can too. I have now been without service for 2 days -- although I was told it would only be a few hours because of an "outage" in my area -- and keep getting told well, these things happen. Of course, they will NOT offer or give any compensation for the time you lose and the inconvenience of not having internet or (like me and the wife) having to use mobile data to connect (burning that up for no reason). So, yeah, actually, something other than name has indeed changed...
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Old Labs (VS1-329-L12FZ)

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Yeah we know but it's unrelated to changing the branding and some of us have speculated why it appears that way - Boog got the best response below given the lack of any detail describing his problem. Again Exede has always been Viasat.

Even a minimal description of the problem would yield better responses here from customers... "is not working" leaves a lot of ground to cover. I was responding to his inaccurate statement.

FWIW, you're not giving us much to go on either if your looking for some customer-to-customer self help, which is what this forum is really all about. It's not a direct Viasat support venue.
 
Brad's reply below may be your best option also (the email option that is if you can't break through the scripted phone support), the email takes you out of the normal support channel.  
(Edited)
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Brad, Viasat Employee

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Hi David 

Please call us at 855-463-9333 to get back online. You can also email viasatlistens@viasat.com but the phone number is much faster
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Tanya Fonda

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i have had the most horrible experience with viasat since i was forced to sign a new contract when i built a house right next door to my previous service (which i had for 5 years) and was not under contract, anyway forced to sign new contract and change my current plan which was unlimited 150 gb plan and was getting good service, now speeds are super slow I have the bronze plan because the plans are now so much more expensive and download speeds at 0.25, called customer service several times and several service calls later still not fixed and super slow, i just want to get out of this contract that i never should have signed this is the most horrible internet i have ever had and worst customer experience with ANY company ever......i will not recommend this service to anyone.  i feel your pain.  

Tanya
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Jim16

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Please tell all of us how you were forced.  
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Brad, Viasat Employee

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Tanya 

Please call our team at 855-463-9333 if you wish to cancel. This isn't a direct service line to Viasat