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Three hours into a new service period, I went from 0% to 70% usage. I called and was given a bunch of maybes and what ifs, but was advised to call the Service line as they would have the exact method to see what had happened. Not only did they not have any clue as to what data was being used, the person went on to tell me that he was sure that video streaming consumed 8 GB per minute and watching a little YouTube video consumed all my BW. I tried to correct him on his error, but he said he would have to research with someone else later but he was SURE that he was right. I disconnected my modem at that time and used my cell phone wi-fi for all of my internet needs. Over the past 2 weeks, I have logged only 3.2 GB of use with cell data...but INCREDIBLY I used another 1.5 GB of data on Exede with the modem physically disconnected. I see that there are others reporting this anomaly on this forum and would like to say that the lack of technical expertise with this outfit is appalling. My solution is to cancel my service and use my cell phone from now on. 4 G is pretty fast and serves my purposes better that this did.
Posted 5 years ago
Hello Ward Zimmerman,
I can definitely understand your concerns about your data usage. I would like the opportunity to view your usage categories and see what we can do to get your issues resolved. Please send me an email to exedelistens@viasat.com with your account and contact information.
I can definitely understand your concerns about your data usage. I would like the opportunity to view your usage categories and see what we can do to get your issues resolved. Please send me an email to exedelistens@viasat.com with your account and contact information.
Really?!? I made 5 phone calls to customer service and tech support, sometimes waiting as long as 30 minutes and suddenly YOU care? Why don't you provide your services when we call?
Ward Zimmerman You hit the nail right on the head!!!! Their phone support totally SUCKS!!!! they need to stop with the scripts and get down to business or they are going to loose a lot more of it..
While the phone support sucks as it does everywhere (more so for me as an NRTC user), you'll find that the email support generally provides more satisfaction (and isn't an even option for me as an NRTC user).
(Edited)
+1 Ward Zimmerman and thorneo
Boo hiss for the email support. They are not any better. I sent all my information and it was like they had never heard of the problem again. They asked for all new details and the issue was never resolved.
I do want to say that my use of 4G cell has solved all my problems. The service is just as fast without the 700 msec propagation delay and my monthly usage is consistently below the 15 G limit that I was paying for from Exede. I still believe that Exede had an internal failure which caused the over-charge for time. I also believe that they will never admit to it.
Hello Ward, I don't believe we have spoken via email but I would like to. I'd also like the opportunity to change your perspective here and see what I can do for you. If you're interested, please send me, "ExedeKim", an email to exedelistens@viasat.com. Thank you.
I agree with Mister Zimmerman that Excede isn't "up front" with its data usage metering. There is no way that we are using the amount claimed. Compared to my cell phone plan, I'm being ripped off exponentially. Switching to 4 G is a great idea.....we may have to find a new 4 G account since our's is pretty limited, but over the long haul, we'll be better off.
Hello Richard, sorry you're having trouble. I'd like to look into this for you. We may be able to see more detail than previous agents, so please send me an email at exedelistens@viasat.com with your account information and I will get this resolved for you.
This is all fascinating, and confirms my suspicions about Exede. I complained last month that my usage was suddenly, inexplicably sky high. I've been using this service for years, and do have a sense of how much service a movie chews through, or a few episodes of a Netflix program, and was mystified by the levels of usage we were seeing. When I went through our viewing patterns with the telephone representative I was told that I would not have to order additional service because (Surprise!) all users have a 30 GB supply of extra usage that we just have to ask for to receive, and that the additional usage is doled out in 5 GB increments. Although I thought that was a transparent way of getting me off the phone, I was happy to receive the news, and have since used it several times. Today's problem is that I requested one of my 5 GB surprises at 6:50 p.m. yesterday and, indeed, the meter on the Exede Account Management page displayed my new, available 5 GB of service (an available total of 5.2 GB, to be precise). I woke up this morning at 6:00 a.m. and checked my email, where I found a message sent at 12:27 a.m. (ironic, since service becomes "free" at 12:00) saying that my account is now in data restriction. I went immediately to my Exede Account Management page, where my account still shows 5.2 GB of service remaining. Don't tell me the meter can take up to 24 hours to display changes, it showed the 5 GB increase immediately after I spoke to your representative yesterday. And all of this just reminds me of my original complaint last month, which is that service is seemingly evaporating. It is true that we can be a high-use household, but we're suddenly seeing it disappear at unacceptable and previously unseen levels. We don't mind paying extra for legitimately used service, but 5.2 GB of available service being used up in 5 hours is not believable under any circumstances. The 30 GB "go away" gift was nice, but I'm still left with the belief that you are misrepresenting our usage, which amounts to an unannounced rate change. While FCC rules state that you are a small service whose rates are not regulated, there is the appearance of misrepresentation of service in your advertising and support, which I will investigate further with the FCC once we are within business hours. It may turn out that there is nothing legally preventing you from doing this, but one would have expected that bad (and vocal) customer experience would have been enough.
(Edited)
Robert,
In this case and as described it sounds like you're the victim of a false flag email since you state your account still shows 5.2 GB after receipt of the email. I've experienced these on occasion where the email has arrived some 2-3 days later after a triggering event. In one case, received on my reset day on awakening but account was properly sitting at 0 GB used. In some cases the email has never arrived despite knowing a triggering event occurred.
P.S. FWIW, sometimes the internet headers in the message can be used to determine where the delivery delay is, sometimes not. Perhaps, the text of the email should be qualified, since there are no guarantees an email sent is received on being sent.
In this case and as described it sounds like you're the victim of a false flag email since you state your account still shows 5.2 GB after receipt of the email. I've experienced these on occasion where the email has arrived some 2-3 days later after a triggering event. In one case, received on my reset day on awakening but account was properly sitting at 0 GB used. In some cases the email has never arrived despite knowing a triggering event occurred.
P.S. FWIW, sometimes the internet headers in the message can be used to determine where the delivery delay is, sometimes not. Perhaps, the text of the email should be qualified, since there are no guarantees an email sent is received on being sent.
(Edited)
Robert - The warning and restriction emails are sent out based on your plan contract limits. They do not take into account the "Great Gig Giveaway" bonus allotments. I guess because the bonus is temporary and not available to everyone, Exede chose not to modify their alert software that generates the emails. It is disturbing to receive the email though. Been there, done that.
An even better explanation, JEP. Hadn't considered that not being eligible for the GGG and am now left wondering what happens on buy more (not that I ever have).
P.S. As I sit here awaiting an email I copied myself on from a work account some two plus hours ago ;)
P.S. As I sit here awaiting an email I copied myself on from a work account some two plus hours ago ;)
(Edited)
Hello Robert, these guys ^ are spot on with their information. If you send your info to exedelistens@viasat.com, I can take a deeper look into this for you and address any concerns you may be having.
this has been exactly my issue!@!!!!!!! we can even be gone from home (seccure wifi, before u ask) and they will claim that we have used all our data...they just did again, this month. this has happened every month!!!! i had fewer gigs with hughesnet and velocity, and they never claimed we exceeded our data usage one time...now, i have more data, use it less, and every month these guys claim we have used our data. clearly something corrupt is going on, then we got these "nonemployees" that chime on all the time claiming just to be casual users who clearly work to defend exedes practices. i have called every month, gotten different stories and excuses every month, been told that we were using datta even on days that no one was home, had them change their stories multiple times during the same call, promise to research and call/email back--WHICH HAS NEVER HAPPENED YET. i am researching filing a complaint with government regulatory agencies and am now actively searching out consumer protection blogs and warning others about this terrible service. the second i find another option, i am changing to a legit company and filing my complaints...SHAME ON YOU, EXEDE, and BEWARE ALL CONSUMERS!!!!!!!!!!!!!!!!!!!!!!!!!! OH BY THE WAY, read this quickly because they also keep deleting my comments
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OH BY THE WAY, read this quickly because they also keep deleting my commentsDo you mean your 20 replies and 2 topics that are contained in the following list of posts?
https://getsatisfaction.com/people/jamie_baudizzon?topic_status_filter=replied&community_filter=...
Hopefully, your other claims aren't as inaccurate as that one.
(Edited)
As for the rest of it, I only have one response:
A continuously streaming video from my forward facing web camera, guaranteed to use up everyone's remaining data in short order - expect a lot of buy mores coming your way Exede ;)
"Abandon all hope, ye who enter here."
A continuously streaming video from my forward facing web camera, guaranteed to use up everyone's remaining data in short order - expect a lot of buy mores coming your way Exede ;)
"Abandon all hope, ye who enter here."
(Edited)
I can see your web camera from my house.
And I still burned a gig an hour!
Can you see me???.......Over.....
The answer lies in the P-Can. At least that's what I think as a nonemployee.
And I still burned a gig an hour!
Can you see me???.......Over.....
The answer lies in the P-Can. At least that's what I think as a nonemployee.
Roger.. I can see you and mom says stop doing that otherwise you'll go... nevermind, you know the rest.
I've become an independent reseller of buy more... the commissions should start rolling in.
I've become an independent reseller of buy more... the commissions should start rolling in.
(Edited)
Hello Jamie, I sincerely do want to help with the issues you've been experiencing here. I believe we have spoken here on the forum previously but I have yet to receive an email with the requested info needed in order to assist you. Please send your contact info to exedelistens@viasat.com and I will do all that I can to help. Thank you.
ExedeKarmin
If you have any questions or concerns about your account, I am here to assist you. Please feel free to send me an email to exedelistens@viasat.com with your contact information.