Service repair

  • 1
  • Problem
  • Updated 3 years ago
  • In Progress
  • (Edited)
Have been without service for 10 days with no help from exede!   After 3 years my system went down.  I am in a remote area with no landline or cell phone service.  Closest cell phone service is a fifteen minute drive.  I called for service and was told that I needed to do basic troubleshooting first.  The agent could not understand that I was 10 miles away from my equipment in order to make the phone call.  I ended up driving up and down the mountain three times to complete the troubleshooting.  I was given a work order and told to call the people that installed my system.  Technician did not answer and is apparently out of business.  Called exede back and was told (after multiple calls) that I needed a "sales channel change" which would take a minimum of 3 days.  Got that done and they supposedly issued a work order.  Called the tech to set an appointment.  Tech said they had not received the work order.  After waiting 24 hrs I called exede back.  The agent I am currently online with says I can't get a work order without going through initial trouble shooting.   On the phone with her now.  Second "2 minute" hold really more like 10 minutes.  I am about ready to go with Hughes Net despite all the negative experiences.  They said they can get a new system installed in less than a week with more data and better rate.  If exede can't or won't deal with their customers in good faith, I'm about done with them.  I'm timing the hold time while I write this.
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Matt Ledbetter

  • 1 Post
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  • like I've been screwed

Posted 3 years ago

  • 1
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Diana, Viasat Employee

  • 2415 Posts
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Hi Matt,  I am so sorry you have had to go through that experience. Please send your account and contact information to and we will get you set up.