Service trouble, still need resolution

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  • Problem
  • Updated 2 years ago
  • In Progress
  • (Edited)
Last week, I was notified that my usage was 78% so I went into myexcede, upgraded to the Liberty 12 plan... following day I received a email stating a new modem was going to be sent and I would be billed for it monthly.. ... I tried to send them an email that I didn't order a new modem.- they rejected the email.. Friday, I discovered the change wasn't made and I was out of data so internet was basically worthless ...  i called and after long BS time , finally got to human.. explained it all to her... she assured me the change was corrected, the modem had been cancelled, I was OK on the Liberty 12 plan and all was good.. .Two days later, a modem arrives .. had supposedly been cancelled but apparently not.... I sent a email again.. but it was rejected again... I have now been on the phone waiting to talk to a human for about 15 minutes now but have no idea when I'll get to speak to someone - after I do, if that person will actually be able to help me...,,, the chat is "offline" and unavailable... so I'm sitting here listening to the same tune over and over because I can't get to a human.... What a horrible example of customer service.... they should be out of business.... If I had any alternatives out here in the country, I would be able to have internet service.... incidently, our existing modem has to be reset 1-2 times per day... so something has gone to hell with them or the modem I currently have....
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John

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Posted 2 years ago

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John

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At this point, I have now been on hold for a little over 1/2 hour waiting to talk to someone...
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Christine Conrad, Champion

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John, you will et much faster results if you send an email to the moderators, Exede employees at corporate. Send it to exedelistens@viasat.com. Include you account number and a phone contact.
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Diana, Viasat Employee

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Hi John,  I am so sorry you have experienced such a long hold time. We have experienced an outage which has increased the hold times.  As Christine mentioned, please send an email to exedelistens@viasat.com. We're here to help.
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John

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After holding for 57 minutes on their customer service line, a "LaMont" came on the line ... after explaining fully the issue, he instructed me to simply return the modem .. he has supposedly made a note of it on my account and there should be no charge... If my modem stops working completely, that's a separate issue and would be dealt with separately ...Would not send a confirming email of this instruction but gave me a confirmation # which supposedly would link to what he told me to do somewhere in my account records but I can't have a email of confirmation...
So... I will send the modem I was sent back to them... Hopefully, I won't get charged for it... and hopefully my existing modem will start to work better ....
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John

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After I posted that LaMont came on the line and has hopefully resolved the issue, I find 2 folks replied and offered to help...I will make note of this email address and use it if/when I would need help again... Thanks...