service and customer service is horrible. The sales persons promised 30 mbs down and we only got 7 with less then 1 up speed. This is an example of “say anything to get them in the door” then deliver less then promised service. So I’m paying Gold package and receiving less then the cheapest package available. Now I’m stuck in a 2 year package with horrible service. I was actually told to use during “non-peak” times. Seriously, I’m paying for something I’m not even close to getting and am trapped in a 2 year contract now. It is so bad I had to turn off wi-fi calling on my phone cause it would drop calls on wi-fi.
Posted 2 years ago
Brian, Champion
Natasha,
Welcome to satellite. Why didn't you sign up for cable or fiber?
Welcome to satellite. Why didn't you sign up for cable or fiber?
I wish, but we Just moved way out in the county. We are on septic and well. We don’t have cable or fiber way out here.
Brian, Champion
There’s a price to living wsy out in the country.
but bet you have a cell tower you can get from around your area
Steve Frederick-VS1/Beam314, Champion
With 7 Mbps, you can watch about 3 or 4 HD movies at the same time. You really don't need 30 Mbps unless you are downloading huge files, like games.
If all we did was stream it would be OK. But both me and my husband are gamers (well not anymore) and we both work in IT. And with a upload speed on .26 I can’t even do video conferencing or remote. Again something I asked out and was lied to.
Brian, Champion
You both work in IT and thought satellite would be fast? Did you consider atmospheric conditions? Not only where you are but where the sat gateway is? Cloud cover?
Isn't it interesting that the people who make sure they let us know they are "experts" are the ones with the most problems?
Steve Frederick-VS1/Beam314, Champion
Jim, I am an "expert", though self proclaimed. Just kidding.
It was always said by others in my field of work that an Expert, or Ex-Spurt, was a drip of water under pressure.
It was always said by others in my field of work that an Expert, or Ex-Spurt, was a drip of water under pressure.
no it is just that exede thinks most of the customers are to dumb to see what is going on and every now and then a knowledgeable person comes along and points out more than the average person sees.
Brian, Champion
But, Steve. I want to download the Library of Congress. That'll take forever.
Stephen Rice, Champion
7 mbps sounds amazing for prime time speeds.
considering I barely see 1mbps , heck yea I would love to be getting 7+ agin.
In same boat as u.ever get anywhere.?i canceled my card .I'll see what they can do now
I would imagine you will begin to get "friendly" letters from a collection agency!
And in all seriousness when that starts, frequent trips to Credit Karma might be advisable even well after its settled. Witholding payment rarely turns out well...
(Edited)
Lawyer said I never signed a contract,and I'm not getting speeds promised.they can pull sales call to prove.
I called them for three days doubtful I would get what's promised,asking every question imaginable and rep still said if I don't get descents speeds I wouldn't have to pay descent money.
All that a lawyer has to go on is what you tell him/her. When your system was installed and activated someone had to be at your residence to sign the Terms of Service agreement. I'm sure Viasat can provide you a copy of what was signed.
Ide love to see it cause I was here and tech was rushing to leave.wouldnt even run a speed test for me.never presented nothing but a username and password.and couldn't wait to get out the door.so his bad I guess.
Even shows contract unsigned on my account
As noted elsewhere today... Viasat has very specific standards for installations (as well as service
calls). Google "ViaSat Installation and Service Call Standards". Not
even supposed to begin work until reviewing it with you, get your
approval, etc. including post-install responsibilities and you may be
the victim of a shoddy install.
You're best bet is to contact viasatlistens with your account and contact information.
You're best bet is to contact viasatlistens with your account and contact information.
(Edited)
Brian, Champion
VeteranSatUser, Champion
7Mbps during Primetime? Where do I sign.
Amazing how people continue to be so fixated on speed.
Amazing how people continue to be so fixated on speed.
What really pisses me off is that I pay for a service and expect that service or at least something near that service. Why offer it if you can’t provide it. And why lie and by a typical “salesman”. Why not be upfront about it. And when I call to question why I’m paying for Gold and only getting Bronze which is double the price, don’t be sarcastic and snide about it. Just let me pay for what I’m actually getting.
Brian, Champion
I once bought a car. The salesman told me it was a chic magnet. It wasn’t.
I drove that ‘76 Vega for years because that was what I had.
I drove that ‘76 Vega for years because that was what I had.
Just guessing here, but if you call, Customer Service might be able to switch you to the Bronze since it doesn't require different equipment! If you don't Stream, it should work as well as the Gold for you.
VeteranSatUser, Champion
Gold provides you HD video doesn't it? So it is hardly Bronze level.
You get 720p video and "up to" 30Mbps. You are getting exactly what you are paying for as stated in your contract. Sorry you don't want to admit that.
You get 720p video and "up to" 30Mbps. You are getting exactly what you are paying for as stated in your contract. Sorry you don't want to admit that.
(Edited)
"up to" 30Mbps. You are getting exactly what you are paying forYea, but that seems to be crap logic. Why not just say you can get speeds "up to" 1Gbps? Wow, amazing! All you need to do is have no one else using the satellite.
Making claims of good speeds and then not delivering even close to it seems like a valid cause for complaint.
lets pay them " up to" the bill amount then. and unless they changed it the photos it clearly showed 12mbps not "up to" that is why most people never see any contract and the installer just does his thing and leaves. we have never signed anything, installer set it up ,made sure was working and left.
Matt B, Viasat Employee
James,
Having worked directly with our technicians in the Installer Relations department before moving to this team, I can assure you that the vast majority of installers do have customers read and sign the contract. Those that don't will be disciplined up to being fired.
Having worked directly with our technicians in the Installer Relations department before moving to this team, I can assure you that the vast majority of installers do have customers read and sign the contract. Those that don't will be disciplined up to being fired.
So u are part of the excede team?( Somewhat new to forums)
Are you in a position to show me this so called signed contract cause I can assure you a contract was never signed by any one on this property.
PS.just want to be able to use it if I'm paying for it.dont even expect 25mps
Just better than Dial up.
Also having trouble figuring out why my buddies
( who strongly recommended excede) can get over 10mps any time of day or nite.same bronze package same hardware.same clear view to the sky.and I'm trying very hard for this to work and me be happy with it.but several of ur phone techs have said 1gps is not usable.
Are you in a position to show me this so called signed contract cause I can assure you a contract was never signed by any one on this property.
PS.just want to be able to use it if I'm paying for it.dont even expect 25mps
Just better than Dial up.
Also having trouble figuring out why my buddies
( who strongly recommended excede) can get over 10mps any time of day or nite.same bronze package same hardware.same clear view to the sky.and I'm trying very hard for this to work and me be happy with it.but several of ur phone techs have said 1gps is not usable.
I'm still paying for local dsl that is capped at 3gbs due to my location and it blows this junk satalite out of the water.atleast kids got a new sled
Don,
Viasat employees are denoted by "Employee" or Official Rep appearing after their names as well as that green banner looking icon before their names.
All others, including those designated as "Champions", are simply customers.
The employees here are at the corporate level, typically responsible for social media, and are in a good position to help you resolve issues you might be having with the direct customer support routes.
As such, you'll find them often requesting that you send your account and contact information along with a description of your issue to viasatlistens@viasat.com so that they can investigate further (consider them ombudsmen/advocates on your behalf).
Viasat employees are denoted by "Employee" or Official Rep appearing after their names as well as that green banner looking icon before their names.
All others, including those designated as "Champions", are simply customers.
The employees here are at the corporate level, typically responsible for social media, and are in a good position to help you resolve issues you might be having with the direct customer support routes.
As such, you'll find them often requesting that you send your account and contact information along with a description of your issue to viasatlistens@viasat.com so that they can investigate further (consider them ombudsmen/advocates on your behalf).
(Edited)
O. K
?
?
Still confused? The presence of a question mark has me perplexed....
Send the email to viasatlistens - the employees aren't going to engage in a public debate with you but there are more than enough customers who will and undoubtedly leave you with no satisfaction.
The employees can act on your behalf to seek a resolution.
Your email to that address allows them to know your account and contact information (it's not available through your credentials in this community) and indirectly authorizes them to look into your issue and account information to determine if it's an install issue or something else.
Send the email to viasatlistens - the employees aren't going to engage in a public debate with you but there are more than enough customers who will and undoubtedly leave you with no satisfaction.
The employees can act on your behalf to seek a resolution.
Your email to that address allows them to know your account and contact information (it's not available through your credentials in this community) and indirectly authorizes them to look into your issue and account information to determine if it's an install issue or something else.
(Edited)
VeteranSatUser, Champion
If you can get unlimited, low ping, 3Mbps DSL what made you want satellite internet?
Are you saying excede isnt better??
To answer your question I wanted better.7 kids with all this new streaming stuff .1200$ 4k tv and the thought of cutting the cords with all the new (no programming bills) ,technology I thought I was moving up with the world.we wanted the so called bad ass internet basically.25mbs
To answer your question I wanted better.7 kids with all this new streaming stuff .1200$ 4k tv and the thought of cutting the cords with all the new (no programming bills) ,technology I thought I was moving up with the world.we wanted the so called bad ass internet basically.25mbs
Steve Frederick-VS1/Beam314, Champion
VeteranSatUser, Champion
Natasha Owens
Tim Spake
Wonder if the conversation was recorded?
Annie Prouse
James