Running out of data

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This is the worst Internet company out there hopefully somebody gets a chance to read this before they sign up for this headache everything has been a lie since day one of signing up we were told we could watch Netflix and never even be close to running out of data 2 episodes later we were out of data I guess we are to blame for signing up for an Internet provider that has less Internet speed then my android. And when we finally cancel they say we have to go up on our roof and take it down and they will send a box then send ups to pick it up sheet calling them for 3 weeks after ups never showed up they put us into collections for not returning the equipment. I will be putting in a complaint with the bbb
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brandon

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Posted 4 years ago

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Knight Rider

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Exede is not to blame here. Sadly the salesman you talked to was less then forthcoming with you about the service. Exede is no different then your cell plan. Would you sit down and watch that many videos on your limited cell plan? I dout it. Now I'm sorry you had so many issues and were lied to yet again about the box. When I left hughesnet yes they sent the box and return label but I still had to take it and drop it off. Now to me if it had been that long and ups never showed up I would have just taken to the closest ups dropoff and sent it on its way.
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Robert Steele

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I feel slighted as well.  When I was ready to purchase satellite internet after movie out of town last year, I did my research.  Exede seemed to be the best.  When talking to the sales person and discussing data plans, I made it clear that I did a lot of work at home, 25gb/month would be stretching it thin.  She told me it wouldn't be a problem, for the first 6 months, Exede is going to double my data allowance.  Also, a new satellite was just launched into space and in March, Exede would be offering an unlimited data plan.  This piece of news was all I needed to hear and I signed up.  Since March, I have called once a month, only to be told that Unlimited Data is only offered in exclusive markets and they can never tell me when and are 'sorry I was mislead'.  Well, sorry doesn't help me work from home after my data is depleted. 

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Exede Lindsey

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Hi Robert, I can certainly understand your frustration with not having enough data for your browsing needs. It does sound as if you may have been misinformed about “unlimited” for that, I truly apologize. Exede does not offer any form of unlimited packages through the service. I would be more than happy to review your account to see which other packages we have available within your area that may work better with your browsing necessities. Please feel free to send an email to exedelistens@viasat.com. Thank you   
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LorrieL, Champion

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this is a real problem.  No matter how much research you do about satellite internet in general, the misinfo you were given was supposedly about your specific signup for exede, including special options like doubling your data (sounds like that never happened) and I don't think there was ANY new satellite launched in March--have only heard about the one scheduled to go up next yr, with no promises as to where new Exede plans will become available and when.  was this a sales person you spoke to when you signed up via phone or some other person with connections to exede but not an actual exede employee?
I remember being told when I signed up that the conversation was being recorded.  When I got my first bill and it did not include a specific special discount I had been promised when I signed up, I immediately called exede.  They read on the system what had been written about my signup and said they didn't see that--I told them then they needed to have someone listen to the recorded call.  They said they couldn't do that--I asked them who could--they said, "Maybe corporate??"  Well, i made up my mind I was going to get that specific additional dollar discount I had been promised when I signed up--I had taken careful WRITTEN notes while I was on the phone and I KNEW what I had been promised.  With a lot of time spent and lots of phoning and online chats with exede, I finally DID get the 3 months of additional discounts I was promised.  No one listened to any recorded call.  they just finally gave in.
BUT what I want to know is, what is going on that when customers complain they were outright misled or lied to, that the recorded phone call cannot be accessed and listened to?  The proof, one way or another is right there.  I am not saying that it is necessarily easy or cheap to set up a system whereby the recordings can be accessed and used for this purpose, but boy doesn't this seem like a good idea and a way to protect the customer and Exede's reputation?  I am reading more and more complaints from people saying they didn't get what was promised--the calls are recorded--someone at exede needs to look into this.
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Starring Matter

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Amen to that.  Exede's biggest flaw seems to be dishonest sales people.  Granted, this is typical of commissioned sales people everywhere, but come on Exede, are you content being typical?  Step up, let your reps listen to sales calls, and hold the sales people who lie accountable.  This will also give you the added benefit of being able to hear (hopefully, the majority of the calls) where you can tell the complaining customer that, YES, they WERE told about data caps/contracts, etc, and play them back the call that proves it.
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Jack Prindle

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Others have signed complaints with the FTC federal Trade Commission, FCC Federal Communications Commission, and also their State Attorney General Office. There are numerous investigations on going over Exede business practices, and lack of compliance with Net ?Neutrality laws.
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Bo Jarrett

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I agree always resetting it it is junk I could get out of contract I would cancel
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LorrieL, Champion

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Have you contacted exede at exedelistens@viasat.com about the resetting problem?
I haven't ever had the problem -- it's not typical of exede so you should look for answers.
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Shelly Patterson Evans

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Filing a complaint with the FTC & AG sounds like a good idea Jack Prindle! I bet there are already class action lawsuits against Exede!
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LorrieL, Champion

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A different point of view about Exede:
I am sorry you had such a bad experience and I would be very angry if I had been lied to.  I never had any problems like yours because I researched satellite internet by lots of online reading before signing any contract.  When I did sign up, no one tried to tell me anything that wasn't true.  I disagree with you on one thing:  Exede is certainly not the worst internet co out there.  If you read articles about satellite internet companies in general, Exede is listed as number one, at least in the articles I have read.  Not to say there aren't problems that need working on (like their phone customer service), but  I think it is important to be accurate in complaints.
I agree that if you saw the return equipment box not getting picked up, you needed to do something about that or expect you would be getting billed for not returning the equipment. I think you may have misunderstood the return directions. Sounds like  when you received the box you thought that  it would be AUTOMATICALLY picked up? I just found the Exede directions online for returning equipment, and it says if you want pick up you have to call UPS to set that up. sounds like you were calling Exede about pickup not being done? but as the instructions say, you have to call UPS if you want pickup instead of dropping it off at a UPS place.  and note that if you choose to arrange pickup by UPS it says "at your own cost" which is why dropping it off at a UPS pickup place might be better. 
http://help.exede.net/articles/General/5119
Re: slowed speeds.  Don't know how slow you mean, but my Exede speeds are a lot better than anything else I can get where I live.  I can't even get cell service at my house.  Exede's high speed is high speed enough for me.
Jack, I don't actually know of any investigations going on about Exede's business practices.  I just did a google search looking for any such specific investigations with regard to Exede, and I don't see anything like that.  Perhaps you mean that because there are people who have complained to external agencies,  you assume that investigations are being done about each complaint they receive?  I would agree agencies would have to look into complaints, but not the same thing as a formal investigation, and people complaining doesn't necessarily mean the company is at fault, even if a number of people have a same or similar complaint.  
I hate to think of the number of times in my life I have gotten REALLY mad at some provider or company or whatever over something I thought they did wrong, only to later find out it was my lack of understanding of policies/procedures or technology that was the problem.
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HMC1940

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Very well written LorrieL.
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LorrieL, Champion

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Thank you very much. :-)
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HMC1940

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Your very welcome. I enjoy your comments.
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jay fisher

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Clearly, based off of how many times you respond and the way you present yourself, LorrieL you are being paid to comment on this page.

To respond to your first part of your comment, a person should not have to look further into service than what they claim of themselves through their sales representatives or their website. It might be a good practice , which I am sure the people who feel that it is necessary to post on this page have discovered the hard way after dealing with exede, but the extra research should not be necessary unless, of course, exede is lying about their claims. I am sure that to the hard-working, honest people who have been cheated by exede definitely feel that it is the worst provider out there. That is a factually based opinion developed from these people's experience with the company. The last time i checked, personal opinions are not and should not be developed from websites that claim exede as the number one service provider. I agree that people should be accurate in their complaints, which these people are because they are reporting the experience they had.

As for the poor person with the box mishap, I believe that the directions should have been explicitly told to them. They should not have to research on their slow internet to find the instructions. What surprises me more is that exede is so willing to put the satellite up there but not so much as to take it down when the service has been more than unsatisfactory.

As for speed, yours might be fast but clearly it is not working for everyone. You probably are living right near a tower in a major city. That is why yours works so well. But for most people who need satellite Internet, they live in a rural area who have a very limited aray of options, and unfortunately, exede is one of those options.

As for the investigations, whos to say jacks research into them is any worse than yours. Perhaps he found evidence that there was a formal investigation going on. What makes you more right? I believe that if there is a number of complaints there should be an investigation. From everything I have seen, I believe the Better Business Bureau should be involved. It seems that the lack of understanding on exede's part is outrageous. The way that these people believe to be cheated is unjust. Something needs to be done.
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LorrieL, Champion

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Here is an online article rating satellite internet cos in 2015, which rates Exede as number 1.
http://satellite-internet-review.toptenreviews.com/exede-review.html
perfect? no, but worst, definitely not.
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Knight Rider

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What gets me is when people get mad and want to call the FTC and FCC and BBB and ........ all because of some small issue they are having with Exede.  If you would just take the time to work with the exede reps here they will work with you and get your issues fixed.  Now yes like the issue The Billing Clerk is having that is something more complicated and has to do with their dap policy and the way its enforced.  Most issues though can be resolved by contacting exedelistens@viasat.com. Now have there been some posts lately about salesman calling people and trying to get them to switch to exede and not being told the whole truth, sadly yes.  In those cases you need to get that persons information and send it to exede so they can get that resolved.  Sadly those people are on commission based of how many signups they get.  Now if they say yea the prime time speeds might be slow and might only be in the 6-8Mbps range rather then the normal 10-12 range and yea sorry you will be on a data plan and if you watch lots of online videos you will be out of data in only a day or two or there are a ton of people that leverage the LNFZ and so speeds there could be slow for the first hour or two also, you are not going to sign up you are going to tell them to go fly a kite.  SADLY ITS SATELLITE AND THOSE ARE THE REAL FACTS ABOUT IT.  It's up the the customer to make the informed decision and do their research before they sign on the dotted line and are stuck for 2yrs.  So before you go running off to the government crying wolf, do your research upfront and understand what you are getting in to before you sign up.  Also look up your local dealers online and go visit at least 2 of them and get their feedback on the internet service.  Bottom line DO YOUR RESEARCH.
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david, Champion

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It absolutely amazes me that people will sign a two year contract and not have any idea what's in the contract and have done no research what so ever about the service.
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LorrieL, Champion

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 I agree with you that ideally people SHOULD always read the contract before signing, but when I REALLY think about it, I don't think it surprises me that so many people don't do what would be best.   I believe this has a lot to do with what you were taught about such things when you grew up, and what your family members and friends do in such situations.  Contracts when signing up for tech stuff is an entirely new kind of commerce for people like me who were born in the 50's.  the first thing that came out was the cell phone contract, which is nothing compared to an internet satellite contract--what I mean by that is that a cell phone contract just isn't likely to cause the consumer too much of a problem.  But since people really don't understand how different satellite internet is from landbased services, they may run into a lot of things they don't like if they have any problems with the service.  things like no 30 day trial, monthly equipment rental is added onto base price,  the data allowance (a BIG one for many people who are new to satellite internet), and the list of problems unique to satellite internet goes on.  also, when you sign up for internet over the phone, it just doesn't FEEL like you are signing a 2 year  contract. Even the way it is done on the installation day can be a problem.  I am not sure how it is SUPPOSED to be done, but my installer came to my house, completed the entire installation, showed me how to get on my email and left, and when I opened my email there was the email from Exede where it said something like opening the email was equivalent to my agreeing to the contract.  Nope, not the same as being handed a pen to sign it in person, BEFORE you get anything for agreeing to the contract.  In my case, my dad was a lawyer who drilled into me from day one that I must always always read any agreements/contracts before making it official.  So being his daughter, I did all kinds of research before I ever got my first satellite internet service.  I read every bit of hughesnet and exede fine print about every offered program AND their contracts before making my decision.  But NO, I am not at all surprised that many people don't do this.  Americans are simply not accustomed to the need to do this re: contracts involving luxuryitems/entertainment/communications,.
also people who aren't as technologically savvy have a very hard time even understanding some of the important contract points. When I was first doing research before getting satellite internet, all I had had was dialup . I didn't even know the difference between kbs, mgs, gbs, so had to learn all that stuff in order to at all be able to comprehend what a data allowance actually meant in terms of my usage.  I did it but it wasn't easy for me since I have no computer/tech background except what I manage to pick up by reading.   Same thing about download speeds which was an entirely new subject to me--I had no clue what was a fast number vs a slow number.  and I also knew nothing about the different kinds of high speed providers.  there are so many very technologically apt people on this site, but believe me there are a ton of people who were as ignorant as I was of the basic facts.  People (like me) who aren't 'into" computers may still want to use them for various things,  and may work hard and not find it easy to find time to teach themselves the knowledge which didn't exist for the general public when they were growing up.
I am almost more surprised when the average person DOES read the contract fine print before signing up.  I think a lot of people learn the importance of doing this only after a bad experience. 
I am also not surprised that you are surprised, because once you become very knowledgeable about stuff, it becomes hard to remember what it was like not to know all that stuff.  For me, it was such a short time ago that I learned it all, that I still remember what it is like to know next to nothing.
(Edited)
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LorrieL, Champion

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Knight Rider, re: what you were saying about all the people who want to contact the FCC/bbb, start a class action and whatever. I think this has become a cultural phenomenon and we see a LOT of this kind of anger here.  It seems so many people feel when something is wrong or doesn't meet their expectations, then there MUST be some kind of foul play involved.  And we have become conditioned to thinking we must be outraged and seek justice when this happens.  There is some small amount of truth in all this--once in a blue moon this kind of deliberate fraud may be going on, and people get hurt by it.  But we seem to be thinking we see it all over the place when it just isn't there.  I also think this has become an easy way to be able to rant and vent anger about life in general.  We are under a great deal of stress as a country.  stuff we have no control over much of the time, but we CAN rant and make complaints to government agencies and threaten those who are more powerful than we are.  we don't always stop to analyze whether the ranting we do makes a bit of sense at all.  or stop to at least check out the FACTS before we assume we are being cheated.  I have thought about this a lot, and for me I know one thing:  if I allow myself to get carried away and start venting and ranting, I am the one who is most hurt by this kind of attitude.  Just leaves me feeling more upset, my bp goes up, and I have wasted my time ranting when I could have been working on really understanding the problem and seeing if there is a fix or not.  and then there are the times when I am embarrassed when I realize no one at the co did anything wrong--I had it wrong somehow.  what a waste of all my angry energy.
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jay fisher

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The problem with the contract is not what is written in the contract but rather that it is impossible to try the service without a 2 year contract. For people in a rural community, there is a small list of satellite providers. How are these people able to find one that really works for them without a trail period? Exede is ripping off their customers through their contact and termination policy.

Also, i have grown up in a world where business have and will get every penny they can get. What makes exede any different? How do you know that they are not exploiting their customers?
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Trollhunter

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What I know is this. I switched to Exede after my contract with Windstream ran out because of their abysmal internet. I live in a rural village and have very limited options for internet. According to my data usage from Windstream I had never come close to using 10 Gigs in a 30 day period. It was around 7.5 on average for more than 10 yrs. Looking at this the sales rep was very confident that the 10 Gig plan would fit my needs. I don't watch YouTube, stream movies or work from home. I am on FB around 1-2 hrs a day. Other than that, nothing. The 1st month something happened that bled 5 gigs in less than a week. They refunded that, the 2nd month they double billed me and gave me credit for it on this months bill. I ran short of data with a week left last month and just suffered the slow speed which wasn't much of a hassle as I didn't see much difference! I"m 9 days into this billing cycle and I've somehow blown through 7.9 Gigs. They're telling me to turn off the wi-fi on my phone, that it's showing activity for backups and downloads between 6-11 pm. I have both my laptops set to metered until after midnight when I get free data.
From what I' seeing here I'm gonna have to do without cell service, watch the billing like hawk on a field mouse, and only turn on the computers after midnight to keep from running short each month.
Sorry I'm an old guy that isn't that comp savvy. I just want to play around on my computer and not have to worry about spending a fortune on internet service. This is not working for me and doing the math it looks as if dumping this lame horse and paying the early disconnect fee is gonna be cheaper than feeding it for another two yrs. 
Yes, media companies take advantage of consumers, they alway have and they always will. There is no recourse for the consumer so what's to stop them? Oh, and I won't go into depth about how many times I lose connection every day and have to reconnect, phfttt. Bad decision o my part but I'm jus tthe consumer and the Company knows best right?
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Exede Lindsey

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Hi Brandon, I am truly sorry we did not live up to your expectations. Please let me know if I can be of assistance in any way. I’d be glad to take a look at your account to see how I can further assist. Please feel free to send us an email with your account and contact information. Thank you
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brandon

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Thank you so much I will do that!
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johnny c

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I think at some point there will be a class action and Excede and other sat companies will have to pay their customers something.  They will probably give you a few months for free.  Too many data issues.  Sales deceptions and/or questionable tactics.

Having said that i've been with Excede since it was available and my service speed and reliability has greatly improved.  But it is still sat with all of its problems and when another technology is affordable.  Microwave type service, sat will be abandoned by all those except those that have no alternative.
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LorrieL, Champion

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Johnny C, it sounds like maybe you don't know that Satellite internet was developed with the express purpose of serving rural customers who had no landbased high speed internet available to them.  So, Johnny C. it already IS used by those who have no alternative.  Always has been--that is the intention.  Occasionally seems like someone who could have gotten landbased signs up for Exede simply because they had no clue about the difference.  as soon as they realize, they get to landbased as fast as they can.  who wouldn't?  I am perfectly satisfied with Exede--I have no problem with unexplained data usage, and everything about Exede's service is exactly as described by Exede.  However, I am NOT satisfied with the fact that I have no access to landbased broadband, so that I could get unlimited data usage for less money etc etc.  Of COURSE I want that.  But my not having that has nothing at all to do with Exede, except I am glad they exist or I'd still have dialup!
Until there is any actual proof of data problems due to some problem on exede's end, no class action can win.  I am  not saying this could never happen--I read recently about some company out west, not Exede and I don't even think it was necessarily satellite tv, where it was found that there was a problem in resetting the usage meters for some of the customers --I would be interested to know how this was finally detected.  anyway, so the co had to pay customers for the data overages they had been charged for.  At the same time,I am amazed at the number of ways the customer  can have data being used on their end and not even be aware of it.  I am reading about new ways every day here.  This has nothing to do with Exede. this is a problem the customer has because of something they don't know about data usage of their device or devices they have hooked up to the exede modem.  This is a very complicated subject, so why would anyone automatically assume that the problem is on Exede's end?  I won't say that data problems are NEVER on Exede's end, but I don't see any evidence that this is happening consistently if at all.  For some reason, seems like some people prefer to believe Exede is doing something wrong, even when there could be other explanations.  
I did a google search last week to see if I could find any sign of pending  formal investigations or lawsuits involving exede re: this kind of problem, or any other problem, and to date, I don't find anything like that.
 As for deceptive practices, I do wonder about some of the things I have heard about Directv salespeople allegedly giving absolute incorrect info to prospective Exede customers. (like, oh you can stream all you want, no problem).   But, this is all reported as verbal interactions and people are then signing contracts.  So you have a signed contract vs. someone saying some salesperson lied to them, but no proof of that.   I don't really feel like going and reading the whole Exede contract right now, but depending on how it is written, again this kind of anecdotal report that someone "lied" to a customer to get them to sign on can't get anywhere in court.  You have to have proof to win in court. I can't say this enough times apparently.   and I bet the contracts talk about data allowances, and again, it is up to the customer to do research if they need to to understand how much data usage they are going to be getting and how that translates into what they do on the internet.  In fact, all you have to do is go to the exede site and you will see detailed info about various data allowances and exactly how much of what type of online activity you can do and how much data it uses.  So, if there are some Directv salespeople who are deliberately not telling customers the truth, again, I don't think this is going to be found to be something Exede did, unless there were some PROOF in writing or recorded, that Exede told them to do this.  I spent a long time researching satellite internet before I ever signed up, and a long time on the phone with the rep before completing any agreement.  I was never told anything that wasn't true.  But quite honestly, If I had called with no knowledge about satellite internet, I don't think I would have understood anything that was said to me in a sign up call...people need to learn to do their research CAREFULLY when they are going to sign a contract.
I have seen a lot of people come on this site talking about investigations, FCC and class actions, but I have yet to hear that anyone has any proof of any kind that would stand up to an investigation or lawsuit.  If someone REALLY believes that there is something illegal going on with Exede, then by all means report it to the FCC and let them do their investigation, which they do re: each complaint they get.  But believing Exede is doing something wrong isn't any kind of proof. 
If a salesperson lied to you, make sure you have their FULL NAME and what exactly their job is--write down the whole thing, what they said exactly on what date.  Submit that to exede or the BBB or the FCC of all 3--let them investigate.  I do think if they got enough complaints with the DETAILS maybe they's start to say, hey maybe there is something to this.  But you can't just say it online and think you are going to win a class action lawsuit.  And no matter what, there would at some point need to be PROOF of any lies in order for any formal or legal action to be taken.  personally I really don't like it when someone accuses anyone of wrongdoing without proof, whether they are accusing another individual or a company.  I don't mind if someone says they WONDER and give reasons, but there is a lot of mudslinging on this site which is pretty lame.
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Brian Shackelford

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Or perhaps they can have an option that you can sign up and if you cancel in the first 30 days you are responsible for the month of service and the cost of installation. Additionally you would be responsible for any damages equipment since they would need to be able to reuse it. My two cents.
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LorrieL, Champion

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Jay fisher, I didn't misread what Johnny C wrote, but I think maybe you missed the point of my "book"...perhaps because it was longer than the sound bites you are used to or typically read.

The point is that satellite was never meant to offer what land based companies offer, and never set itself up as competition for landbased technologies...

So when Johnny C said the only people who wouldn't leave Exede would be customers with no alternative, landbased technologies, my response was, in effect, why would anyone sign up for satellite if they could get landbased in the first place...what would be the point?  I certainly would EXPECT people with landbased opportunities to leave Exede--I would, but I have no problems with Exede--they seem to me to be a good company doing their best to provide what they said they would.

And again, I would not have accepted what any salesperson verbally told me--although any salespeople giving wrong info to customers should be taken to task by Exede, of course.
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LorrieL, Champion

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JayF--thought I should specifically address this comment by you:

" Truthfully, exede, i'm sure, is not the only internet serice provider out there and could never be considered the only option."

Exede and Hughesnet ARE the only highspeed internet options where I live...there is NO landbased technology that I can sign up for...this is true for many people who have Exede, if not most of them...otherwise I can't imagine why they wouldn't spend less money for plans that don't have the same kind of data limits that satellite internet does...I certainly would, but that isn't because Exede is doing anything "wrong".

 
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JEP

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Lorriel - Same here.  If it wasn't for the trees, I could probably see the Washington Monument in the middle of DC from the roof of my house, but satellite is my only option for Internet.  I am possibly on the very fringe of Verizon, but that gets pricey also.
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Steve Frederick-VS1/Beam314, Champion

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Same with me. I have only the choices of Hughesnet and Exede, and am very happy with my Exede service. I am only 1 mile from TWC, and have been for 25 years, but to get them to extend their cable to my house, they are asking for $10,000.

Lorrie, I agree with you, I am always baffled by those who sign up with Exede when they have the option of land based internet service.
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Diana, Viasat Employee

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Hi Jay,   We absolutely care about all our customers.  We want to do everythding possible to provide every cusotmer with an
amazing experience here at ViaSat.  We are a transparent company. All of our information, including the contract, can be viewed before service is installed by visiting our website at
www.exede.com.

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