Unhappy with supervisor

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  • Updated 2 years ago
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  • (Edited)
Just want to share a little of a coversation my wife had with an Exede supervisor on the phone.Reason for her calling was Exede raising our price by around $24-$25 dollars.The person she talked to said it was because of a promotional deal we were given.She tells this person there was no promotion and that we just got free installment.She asked installer at time of installment if price would stay the same.Because we didn't want to spend more than with the other service we had.He said it would be the same.After the Exede rep. argued with her she asked to speak to a supervisor.At this point in time she has decided to have the internet terminated.Because we were already having trouble with the internet picking up.Picking up about 75% of the time in our area.So she asked the supervisor how much it would be to terminate the internet.He tells her $15.99 a month for remaining months.To which she replies that the service tech told her on 3 different occasions per text $9.99 a month for remainder.So the supervisor tells her what the tech says doesn't mean anything.And that Exede was like Wal Mart you DON'T ALWAYS PAY THE ADVERTISED PRICE.That took the cake.So when I get in I call.Of course I couldn't get the same supervisor.So after going around in circles for an hour with another rep.He says he can request an upper mangement person give me a call in the next couple of days.Undoubtedly didn't mean enough for them to call.It's been a week and no call.So on the 1st when my bill is due I will be cancelling service.It's really pretty bad business to have people who represent a company talk to customers like this.Also pretty bad when you buy a service and it doesn't live up to it's name.That you have to pay to have it turned off.
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Walter Buster Buckley

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  • angry

Posted 2 years ago

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Melitta Maria Powers

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You are not the only one have problem with exede,a lot people have problems, this company is the worst internet provider
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Dave Eicher

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Well unless you count Hughes
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J&J

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@ Melitta Maria Powers

You have it wrong, because it is easier to be wrong.

Exede will provide what Exede tells you they will provide. If they are not providing what they said they will, they invite you to send them an email to exedelistens@viasat.com so problems can be met with solutions.

Exede may not provide what an independent crooked installer will tell you Exede will provide. 

Who's doing the talking? Who promised what? Name the crooked installer, not Exede as being the worst.

Put the blame where it belongs, on the one that actually lied.
 
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Tim Spake

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So Exede says download will be 25Mbps yet we get 1-2Mbps and we are at fault? Get real
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Bev, Champion

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Exede says speeds will be UP TO 25Mbs with slower speeds due to your network, weather, congestion on you beam, exact geographical location, time of day, etc....

I don't think it's their fault that people seem to want to read "UP TO" as "Guaranteed"
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Steve Frederick-VS1/Beam314, Champion

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Tim, as all ISPs do specify speeds as "up to", with Exede  the speeds are "up to 25 Mbps or up to 12 Mbps" depending on the plan you have selected.

Even the Verizon Fios internet is advertised as speeds up to 940 Mbps, while in reality many of their subscribers see speeds much less than that during the prime time, high usage time periods.

I have the Liberty 12 Mbps, 50 GB plan. I am fortunate to be in a beam which is not too well subscribed, and typically see speeds of 19 to 20 Mbps, with speeds sometimes down to 10 Mbps during the prime time evening hours. For those in the more highly subscribed beams, speeds can be much lower, often less than 1 Mbps.

Everyone will experience much better speeds once ViaSat2 is in its final orbital position and the testing and commissioning process is completed, scheduled for full operation in early 2018.
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Tim Spake

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I understand the "up to" argument but you need to understand our concern as well. We were sold on something else and you trying to tell us we need to be all happy with
this crap just doesn't fly. Maybe you like not being able to view a video but the ones that this slow speed happens to, do not. I want others to see this so they are forewarned about this possible problem.
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Steve Frederick-VS1/Beam314, Champion

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Tim, if you re continuously seeing such low speeds, have you contacted the moderators at exedelistens@viasat.com and have them look at your modem to see if there might be a problem with the RxSNR reading or other parameters that might require a service call?
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Tim Spake

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I have tried to no avail. My speeds pick up late night and early morning so it's no equipment it's congestion. I really don't think they can do anything for me so I have to warn others not to expect 12Mbps much less 25Mbps.
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Gwalk900, Champion

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Tim,

As many have stated to you previously, there are many reasons for slow speeds only one of which is related to beam/gateway overload/over-sell/ over whatever you wish to call it.

Considering that congestion is but one of many possible causes common sense demands that troubleshooting starts "local" IE: Router/no Router, remote diagnostics on modem/TRIA, speed tests on a server with known characteristics and a number of other items.

The more "professional" , the less "whine" the quicker items can be eliminated from the list and the closer we get to the root cause.

Even if the final cause is gateway related there are still a large number of things that can be done by Engineering in terms of tweaking your assigned upload/download servers or moving you to an entirely different set of servers with the gateway.

It may, as you say, finally run the entire list of "cures" to no avail and that may be the case with you. Who knows, seems like you never responded to the offers from the Corporate level Mods to look deeper into your issue.

It may escape you but having the Boss looking over your shoulder while addressing an issue may bring a "different" result.

Beyond that  you would have to have been living under a rock not to recognize that ViaSat-2 has been launched and is en-route to its final orbital position.

Once in place and its integration into the ground based Gateways is completed total system capacity will be greatly increased. Users will then migrate from VS-1 thereby improving performance to those that remain.

You "whine" a lot, you document nothing and spurned oversight by corporate level employees.

It really looks like you post for no other reason than to hear yourself talk rather than find real resolution.

  


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Tim Spake

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Why shouldn't I "whine" I can't use internet when I get home from work. I post as stated so others will see what to expect. I have my opinion as you have yours. I know I have slow speeds and I know Exede will not fix. Oh goody, just 4-5 more months of slow speed.
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Gwalk900, Champion

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Why shouldn't I "whine"?

Because it makes you come off as a selfish child as compared to an adult having an issue with a complex subject having many user related causes?


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Tim Spake

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More like a pissed off adult
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Gwalk900, Champion

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"More like a p****d off adult"

That failed to follow through on his best support channel and continues to jump up and down, shakings fists and acting .... unlike an adult.

QUESTION:

Were you told by one of the Corporate Mods that your issue was due to congestion or by some other support means/level?

 

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Diana, Viasat Employee

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Hi Walter,  Thank you for contacting us for your concerns. You deserve stellar customer service with every ViaSat interaction. I'm sorry you are unhappy about your experience. 

Please send your account and contact information to exedelistens@viasat.com. We'll be happy to review your bill and what transpired at the time of sale. 
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Tim Spake

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Sounds all to familiar,
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Bev, Champion

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I do wish independent ales reps would quit lying to customers. Is that rep even still in business? Makes me glad I went with Viasat directly, set up everything over the phone, only had an install technician come to do the install, no sales rep pushing me to buy the service and, telling me better than reality to get me to buy.

Sales reps might not always represent the service accurately but, Viasat does, can't blame them for what a rep chooses to do without their knowledge, all they can do is try to fix it and/or remove that rep's ability to sell the service after the fact.

Do send that email Diana asked for, they will look into it and see what can and needs to be done.
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shirley

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I called viasat directly about a problem I was having. Not only did this guy talk around in circles and half of the things he told me was incorrect, he kept me on the phone for 32 minutes doing this. i have had wildblue from 2005 until 2014 when I disconnected because I had to leave town and did not know exactly when I would return. When I reconnected i found that the service had gone down as far as the viasat reps are concerned.  So yes I know and try not to call. I cannot wait for my contract to be over so that I can do something else (hopefully),
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Bev, Champion

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I'm sorry you didn't have a good experience with that representative. I know from personal experience that is not the norm. I'm sure that if you sent an email to exedelistens@viasat.com with your concerns, one of the moderators here would address them all honestly and, understandably.