Several Problems with Equipment Installation.

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I am having problems with the upgrade installation from WildBlue to Exede 5. This is my last attempt to gain help with this issue from Exede; my experience has not been good. I have explained the compounding problems at least 6 times to at least 6 different Exede customer service reps, a couple of their supervisors, one technician, and, most recently, a supervising agent in the sales department from which I originally placed the order for upgrade to Exede, and another person in the customer fulfillment department who set an appointment for an installation tech to come fix this mess. In this particular case, the appointment was broken when no one showed up or even bothered to call with a reason why, making it three days, in total now, I have devoted to this failure. I have endured a number of miscommunications and misrepresentations. I won't make a further spectacle of it here. I came to this forum for help with these issues because I am getting no satisfaction through the customer service department via telephone. I'm asking for help from an Exede representative here, in writing, and entertain hopes that my trust and confidence in your company might be restored. Thank you.
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PB

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  • Frustrated with service and saddened by broken trust.

Posted 4 years ago

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JEP

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I'm sure one of the Exede folks will pick you up here and get you on the path to joy.
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PB

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Thanks for the reassurance, JEP. I try to remain hopeful for a happy ending.
(Edited)
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PB

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Thank you, Ray. This is helpful. To be more specific, is it practicable or advisable to use less than the prescribed standard of at least 3 bags of concrete due to geographical location or other factors? How long should it normally take until the cement is completely set?
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PB

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Thanks again, Ray. I have been in contact with Kimberly and she is working on sorting out the mess for us, for which I am grateful. I think the specific issues she is dealing with are far beyond what I am asking about here. However, I was told by dealer that three bags of cement is too much, even though the standard states at least three bags are required. I was hoping you or someone else here might confirm the validity of this to me one way or the other. The pole is level but not stationary, it is loose and rotates radially. I did check the vertical level, and it is not bad.

Should I not post here now that Kimberly is working on sorting out the problems?

Again, thank you.
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Exede Kimberly

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Hey PB, you can post here and converse via email if you'd like. I am currently consulting with some of our Corporate Care teams regarding the technicians and their notation on your account. This is quite a large mess and I so appreciate your patience while I sort through it all. Talk soon.
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PB

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Thank you, Ray. This is just one small issue amongst other more important issues. I have already made extensive communications to Kimberly, and I believe she is aware that the installation is failed. I'm still waiting for her reply to my last email, but as mentioned early on in this thread, it is complicated to the point that is difficult to fully describe, it would take pages to do so. I'm going off of my notes and memory only, and this particular aspect slipped through the cracks.
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PB

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Thank you Kimberly,

I very much appreciate your efforts in helping myself and others here. I look forward to hearing from you with any particulars on how I should proceed.
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A. Everett Neuman

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Hi PB,
I see you have been through the gauntlet with phone help service. I would contribute a lot of this to the weekend shift changes of personnel.

As JEP mentioned, the Exede rep's here on the forum do seem to average a much better return for customers issues. They will reply to your issues. Please reply to them with your account # and contact information. And, they will stay on top of it until resolved.

Please allow other, and very helpful, forum members the chance to find your connection or equipment problems.

Are you on your Exede connection while writing this post? Is your issue with your connection, or your up and download speeds? Is your connections fluctuating on and off (connection drops)?

I know you have explained these issues to the other Exede personnel, but we have no way to gain access to that personal info.

Let the forum members know some of the details that are causing you trouble, and I guarantee you will get several responses from individuals with experiences helping with the same issues.

Hope it helps,
Everett
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PB

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Hi Everett, Thanks for your reply.  I am posting this using my WildBlue service. The Exede service is not functional due to the problems with the installation mentioned above, which created a huge trust issue between the dealer, the installer, and me. There is a river of notes that an Exede employee will have access to as soon as one replies and I send him or her my account number, and more specifics, if necessary. As stated earlier, I've explained it numerous times already, and am nearly at the end of my patience.
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A. Everett Neuman

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Hi PB,
All installer are not created equally. I know it's no help when you have come up against a bad one. But, explain some of the details, and we will help you rebuild your install in the proper manor.

If the equipment is not totally busted, we can track down the issues that keep it from running right. I see Ray has posted an offer to help, and he can resolve many issues.

The more details you can offer from your end, the better forum members and the Exede forum reps can fine tune your needs with the required fixes.

1st question: Did the new service ever work? If not, did the installer have an excuse or solution? Do you get any connection activity? What are the light's on the modem doing?

Help is coming, we just need a place to start.
Everett
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PB

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Thanks for your diligence, Everett. No, the new system never worked at all. The modem is not provisioned or registered and never was. There was no set up done on my pc. I found out I'd been bamboozled after the installer left and the modem just kept winking all four lights, on and off, on and off. At that time, all four Leds were simultaneously blinking "fault". The installer told me it was downloading software, to give it twenty minutes and it would be ready to plug it in to my pc and good to go. BS. It was the Exede technician who gave me a clue to the mistreatment I'd been subjected to. She informed me to stop payment on the check, which I did, and instructed me to unplug the modem and disconnect the coax to the modem. Which I also did. I understand the equipment may have been damaged by the installer leaving it in that condition. The excuse the dealer offered was that the installer is inexperienced. I don't trust the dealer, either. His installer's inexperience and dishonesty should not be my problem, but now it is...
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Old Labs

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PB,

Wow second time I've heard of that occurring - an installer walking away with the modem clearly in a faulted state, but not all of the installers are like that.

I'd suggest sending an email to Exede Kimberly at exedelistens@viasat.com to help speed up the process - you've endured far more than your patience indicates.

P.S. Include your contact information in that email since they can't determine it from your profile here. 
(Edited)
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A. Everett Neuman

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Dito on what Lab said. That is not right and should be addressed by Exede. And Kimberly is a good one to get your complaint about the installer back to the Exede big shots. This is not the norm for the Exede installer.

Give her all info you have about the dealer and his installer. She will be upset, and is real good at busting head's. Mine included. They will make it right for you.

Allow a little time to arrange a new install/ or re-do of the current one.
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PB

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Thanks again, Gentlemen.
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PB

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Thank you, Old Labs. I will do as you suggest.
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PB

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I just wrote to Exede Kimberly and gave her my account info and a link to this thread. Wish me luck. Thanks to all of you who have tried to help. I appreciate it.
(Edited)
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Old Labs

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Good luck, PB.

Give her a chance to get settled in with a cup of coffee, and followup as needed - sometimes those emails get lost in the shuffle so persistence may be needed but the cavalry is on the way.      

You should enjoy the upgrade having gone that route myself, even though it appears you only have the Exede 5 option. A good install is the key to satisfaction. Beware the data usage once you get one, I found myself using more than expected initially (simply  doing more in a shorter period of time) and had to make some adjustments - abandoning bad habits I gotten into to  compensate for Wildblue's speed; trimming the fat with AdBlock and FlashBlock, etc. 

Do a Google/Bing search on "Exede standard installation requirements" and you'll find a document that tells you what you should have expected to begin with. 
(Edited)
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PB

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Thank you, Old Labs. Reading the actual technical requirements is a real eye opener. It makes the situation appear even worse than I already thought it was. I got a good installation years back from the WildBlue installer, and had no idea what I was in store for this time around.
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Exede Kimberly

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Don't fret PB, we will all work through this together to get everything sorted out.
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PB

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Thank you, Kimberly.
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ExedeEmerald

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Hi PB, I see Old Labs has given you the information to send an email to Exede Kimberly, an email to help get this issue resolved. I will make sure she gets your email when she gets in this morning. =) 
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PB

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Thank you, Emerald, I appreciate your willingness to help me get this issue resolved.
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PB

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It appears that I did not do enough "homework" before the installer arrived. I did read some about it on the Exede website, but reading the technical aspects and policy of WB/Exede that is written for installers, which I found on Google search, I must say what happened during the install did not go according to that standard. I have a question about this that might be of help to others. It seems there is adequate info about what should happen during an installation, but I could find nothing about what action to take if what should occur during the process does not take place.  What should the customer who is well informed about what to expect during a site survey/installation do if an installer deviates from what is expected and standardized in writing by Exede?
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PB

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Could someone please explain to me the meaning of the following installation procedural standard for site survey? --- Perform a site survey to determine the appropriate location for the antenna that provides: A Ground Block installation location that is twenty feet or less from the approved Building Ground. I need to know what the approved Building Ground is. Any help is appreciated. Thanks!
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JEP

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Unfortunately, the Exede grounding requirements are very severe.  My existing installation would not pass the current requirements.  The ground block has to be within 20-feet of an approved Building Ground as you stated.  This would include the electrical utility ground for the house, the electrical meter panel for the house, the solid electrical conduit connected to the house electrical panel, the main metal water pipe coming into the house if it is buried for a distance of at least 10-feet or to an Intersystem Bonding Termination (IBT) installed by a licensed electrician.  A separate ground rod for Exede is only permitted if it is back-bonded to the house utility ground by #6 wire, installed by a licensed electrician.  These requirement are imposed to meet NEC code. You may find an installer who will cut corners on this, but he does so at his own risk if his installation is audited or problems arise down the road.  IMHO, it is way overkill and is unnecessary for the proper operation of your satellite system.  These requirements are primarily there to keep the lawyers and possibly the insurance adjusters happy.  
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A. Everett Neuman

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Hi JEP,
I hoped the overkill of Exede's standards would not be that bad. The link to the 1st/ home ground is pushing it, but I guess it would put both devices on the same ground plain.
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JEP

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Everett - I guess better safe than sorry (or sued).  I don't think my pole mount, 4 feet from the house is in danger of a lightning hit and if a nearby lightning hit takes out my modem, I'll have it replaced with a service call.  My pole mount is on the opposite end of the house from my house ground.  A service call will be cheaper than the bonding by an electrician.  Nine plus years as an outlaw. ;-)
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Steve Frederick, Champion

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JEP, yours isn't the only one that isn't in compliance. I had Wildblue installed in 2008, the dish was mounted on the back side of the house. That is 55 feet from my electrical service. At the time, no ground was installed, and back then they didn't install a grounding block either. When I upgraded to Exede in 2012, all they did was remove the Wildblue dish and put the new Wildblue(Exede) dish on the same mount, changed out the modems, and set up the modem. I have never had any issues with that. The grounding, and other requirements for installation came along later. Since I have no problems, I am good with it. The dish is mounted 10 feet above the ground, with the peek of that wall being 23 feet above the ground If lightning hits my dish, me thinks that I will have much bigger problems than a fried modem. My guess is that if the dish gets hit by lightning, the tria and modem are going to be toast anyhow, grounded or not.
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PB

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Thanks JEP, that's very helpful info, I think. Although it seems yet another issue has come to the surface with regard to site survey not being done according to standards. This is very frustrating. Our house is approaching 50 years old. It sits about 250' off the road from where our service meter is installed on the service drop pole. This is where the main breaker switch resides. As far as I can tell, this is the only location within our entire system where the grounded conductor is actually connected to ground (Earth).
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A. Everett Neuman

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Hi PB,
I have worked in construction for 4 decades. In it's purest essence, "the approved Building Ground" is where a 6 foot 3/4 inch ground rod is driven into the ground, usually very close to your main's box, where the power comes in from the power lines.

If conditions warrant, house grounding requirements can also be meet by burring a woven copper line 100 to 200 feet long in the ground a foot or better deep. Like shallow bedrock area.

Now, as "the approved Building Ground" might be considered during the installation of a Exede dish.
Any metal water line that is grounded to the main ground rod.
Any metal electrical conduit should also be considered a earth ground also, if properly installed. 
Any 3 prong receptacle interior or exterior, if installed right will provide a earth ground from the ground prong, or by adding a pigtail connection point for the dish's ground line/ ground block.

If this is all part of, or the restriction of the dish's location, and none of the above choices are available. Then buy and drive a ground rod into the ground at the dish's location (within 20' as you stated above).

This all pertains to the earth ground for your home. Not the same as the neutral line in your breaker box. The neutral line does connect to the earth ground inside the breaker box, but this is a separate electrical process.

The dish ground is for the dish's protection from lightning and or a dead short coming from the house. The modem is grounded at the plug-in. If lighting hits the dish, it's going to fry like a frozen turkey dropped into boiling oil. The only thing left will be the ground rod.

Hope it helps,
Everett
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PB

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Hi, Everett. Thanks for your describing. As I mentioned to JEP, our service drop is out at the road, about 250' away from the house. That is where the neutral wire is bonded to earth ground. All of the neutral wires and equipment ground wires complete the circuit there, to the best of my knowledge. 

Our Wild Blue service we have had since 2008 is grounded with an insulated solid copper grounding wire connecting from Ground Block installation, very near where the old cable enters the wall, to a copper ground rod, within 20' of the Ground Block. I think the distance from antenna to ground rod is not restricted to less that 20' since the antenna would be grounded to the mast of the pole mount. In our case the pole is 77' out away from the house. I thought the 20' minimum distance described in the standard means the prescribed distance between the approved Building Ground (which we apparently don't have within 250') and the RG6 Ground Block installation, right?

I should note here that the reason the upgrade Exede equipment could not be installed where the Wild Blue equipment originally was is because we had to replace the roof on our house and it is metal now, and hence, it is no longer dish friendly.
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PB

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I just received a call from ViaSat customer care. I was told definitely that I am not allowed to set the pole, that it must be done by an authorized installer. I described to her yesterday's visit from the dealer and sent her some more pictures. She did say she will get back in contact with me as soon as some way to a solution is reached.
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PB

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Let's call it solved then, shall we? The new installer (dealer) came back again to fix the install and now we are on Exede. It has been a crazy experience, to say the least.

However, the speeds are better than those we were able to get with WB.  The email works as well, although there was some confusion about incoming and outgoing mail servers. Also solved now.

I have to say though, the process was grueling and time consuming. I still did not get a pole mount that meets Exede installation standards. 1.5 inch water pipe with O.D. of 1.9 inch. Here in the desert you take what you can get, I suppose. It's really been like a trip to see

The Wizard of OZ.

At any rate, I want to extend thanks to each of you kind people who were gracious enough to provide help and information that helped us get connected. I do appreciate it.
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JEP

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Glad you hung in there PB and got things straightened out.  Hope all is smooth sailing for you here out.
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Exede Kimberly

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Thank you for the update PB. I am so sorry I wasn't able to speed things along for you. /:
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PB

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Thank you for trying Kimberly. You did well enough and no need for apologies. The problem was with the dealer/installer. Apparently there are very few installers in my area. I got stuck with a lemon, and the one who finished the job was only slightly better. The first time he came here to reset the pole, he didn't bring a pole. In the end, I wound up with a pole that does not meet the Exede standards. I must reiterate, I'm sure the standards exist for a good reason. I could have done the job better simply by buying the proper pole and setting it myself. The point is, no one who pays for an installation should have to worry about the integrity of the installer with regards to providing a quality installation as defined in standards by Exede/Wildblue. This sort of business we received makes the appearance that Exede installation standards are of the very least important to its installers, third party or otherwise. We are off to a frustrated start. I truly hope the connection remains dependable. Time will surely tell.

Thanks again for your help.

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