with a company as bad as Exede. A Sales Representative from Direct TV & AT&T knocked at our door on Wednesday, August 2, 2017 who promised us to give us the best internet service ever; it was going to be great, fast and affordable. His name is Nicholas Ricciardone, calls himself: I’m sure guy! LLC, CE Retailer/Authorized Dealer for DIRECTV and AT&T Wireless! Along with Vivint SmartHome Security and Exede internet. Phone Number (603) 913-7486.
The way he presented everything was: we will sign up with Direct TV and Exede and the services were going to be great, we will have to have both services attach in order to save money and because we don’t use the internet for gaming we were not going to have any problems.
The internet service was installed on Sunday, August 6, 2017. The guy who came to do the installation, made holes in our house in order to run the cables for the internet, we were not aware of this process. Direct TV was already installed and that night when we tried to watch a movie it had a message saying we couldn’t watch the movie at that time because we didn’t have enough data and the internet was not enough to download the movie, we needed to save the movie and try another time to watch it or increase the data in order to watch the movie. It was also very slow to get on the internet; We couldn’t stream videos, watch Netflix or anything similar.
We signed a contract with this company with expectations that we would have decent internet service but what we got was a service that only allowed us to watch one movie before being cut to slower than dial up era internet service. We called to cancel services and were told to limit our video quality to the lowest setting possible, or to pay more for better service.
Exede makes promises of connection which they've failed to consistently deliver. In addition, their call center is staffed by poorly trained and antagonistic "customer care representatives". They are unrealistic and cannot accommodate for the needs of their customers. It's hard to understand any of their customer service representatives and they can't help you, only repeat themselves.
Now they have turned us over for collections for $344 no even a month after we cancelled the services. We cancelled the services over the phone on September 4, 2017. We have already sent the modem back, the disk and all equipment they asked for, I had to go on the roof to take their dish down because they said if they sent someone to do it they will charge me for that too, I had back surgery not too long ago, explained that to them but they didn’t care. We received a letter dated October 11, 2017 from Exede stating “Account Past Due”, but shortly after we received a letter dated October 25, 2017 from a Collection Agency.
I did look at the Exede contract. It's a 14-page single space document that is full of language that takes advantage of customers.
If this letter is not taking seriously and my bill is not forgiven, our next step is to make a complaint with the FTC so they are aware of Exede's pattern and practice of unfair tactics in violation of federal law, since my complain is based on the very unfair and one sided contract. Exede is violating the Federal Trade Act by taking unfair advantage of consumers like my wife and I.