Slow or NO connection is typical with EXede...

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Broadband access will be working great and then suddenly I can't resolve a page - for hours! I only need access for a couple hours in the evening, pay 4X what a normal citizen who lives within reach of cable or DSL - and satellite Broadband is either intentionally deceptive and inadequate - or just plain inadequate - neither are acceptable. I guess I'll drop and try Hughes - but I hear they're about the same. Is it just Exede?? I always heard "don't use wild blue" but my husband had to try. Now he listens to me cussing them every night because pages constantly time out until I give up. My ATT USB modem performed better - which I will probably return to soon.
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Debbie Skinner

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Posted 4 years ago

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The Dude

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that just not the normal customer experience what level of service do you have?
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A. Everett Neuman

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Hi Debbie,

1st; click this link to show your modems current status: http://192.168.100.1/?page=modemStatus
Under the "IDENTIFICATION" section, what is your "Software Version". Version UT_2.2.4.0.5 has just been implemented. It has fixed a lot of issues some people where having. Some not.

It is the best place to start as you give us the detail's for your problem.

Also, send an email to Kimberly at exedelistens@viasat.com She can get a ticket started on your problem and be able to see many more details effecting your connection than we or you can.

We all wish we could have cable, but due to our choices to live in remote locations, satellite is the next best thing. Going from Exede to Hughes is a sideways movement. And Exede does offer more data usage for less.

Send the email to get started and provide some more details here in a post as to when the problem arises and when it goes back to normal. We will provide you with help.

Hope it helps,
Everett
(Edited)
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Tim

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Here are a few facts that have helped me decide to cancel my service in flight, prior to installation. Thank you for posting your thread, along with the others on this site; namely those with lower post counts as I trust your opinions far more than the rest.


I knew that if I was unhappy with my service, I would be able to cancel for around $350 and thought, why not try it out and pay the fee if all else failed. I decided that supporting this corporation was against my best judgment and overall values. $350 plus a double bill to start.. pole install.. too much adding up here for what could be 2 entire years of hell from what it seems.


Firstly, the level of unprofessionalism is astounding with this company, and frankly the entire sat market. From echo star, viasat, exede, wildblue.. call the monopoly what you will, it borders on mafia-like intimidation and tactics. Funny that! Even one of your contracted retailers is named "satellite mafia". The way the companycompanies are run by its employees is my main reason. RUDE. Hang-ups. Etc. I called to confirm that my last name was correct on file tonight ( the welcome mail had it wrong) and the man I spoke with was either high on pot, or half asleep. Listen to the call if its really recorded.. he couldnt finish his sentences!


I understand data usage VERY well and conclude that the variable timing on your lnfz combined with data injection on downloads, steam issues, so-called firmware issues and data usage on the level of 1.5gb by the modem are mere ploys to drain your wallets on a monthly basis.


The fact that you cannot disable auto pay is asinine. I would never give a company that option on my account.


The customer contract is foolish to agree to. The way it is signed and its overall presentation via email after you are locked in should be illegal, but Im no lawyer. Just a guy with a brain and a set of eyeballs.. its really all anyone need to protect oneself from you. Thanks for the pdf files, even if I did have to hunt them down myself prior to just installing to see fine print.


The fact that it is widely considered by most all users across the net that customer service post-sale is awful and people must resort to pr social media personalities on this site, to include the shills posting here in full support with their hundreds of comments on almost every thread as the "best way to get help"


You charge high $$ for tech assistance on your dish, modem firmware is spotty and up to the end user to figure out. Pay us to fix our equipment, if we dont hang up on you and decide to show up at all. No thanks.


Sites like Youtube have been crammed with over 20+ pages of videos (most are duplicates) with no views just to swamp out any searches with the name exede for a solid review. ( I laughed at the tractor guy who urinated on his). I saw the few which were actually made by end users, they were almost all unhappy.


Every sat site that isnt some form of retailer (some try to hide that fact) with a "review" is full of nothing but discontent.


Lastly, the overall attitude. From the phone support (not sales of course) to the people on various sites who are obvious employees in hiding, or just paid off through $$, free gigs, etc... you are VERY rude to your end users, knowing they are locked into contracts.


To sum it up. Lack of ethics, poor customer service, cash grab on the unfortunate, RUDE, shady contracts, and overall sham on the sat market.


I plan to notify my HOA/POA at the next meeting, as our internet options are on the table this year between installing cable or radio towers. I will strongly encourage that they give echo star in general, as well as viasat, wildblue, and dish/direct (who merely use you or gen4 and repackage) a very thorough look over before deciding to lock down a 2 year agreement.


I was 2 days from install. Thank God for the clarity. I think Ill buy a new Kayak instead.


You missed me./us.


Cheers, and happy 2015!
(Edited)
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The Dude

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The phone company started it 20 years ago you just couldn't write a 2 page review then on the internet like you can now!
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Tim

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I wouldn't group two decades of isp into the same category as this conglomerate of sat providers prentending to be/provide something theyre not. Many if not all providers can provide sufficient customer service without needing to lie through their teeth to get a sale. Its called reputation, and sat just stinks. Especially this one. The fact of the matter remains, that the business practices and customer service for exede/wildblue, echo star in general, relates to the most awful of any company Ive had the pleasure of dealing with. Call center mafia. Its like the same people threatening old folks with police warrants if they dont go and buy a prepaid card to pay their bill. Just plain shady.


Id compare it more to the BMG CD scams of the 90s, back page magazine ordering of trips to Iceland, and sea monkeys if you want to think 20 years ago.


I dont plan to post here anymore. Good luck in your service folks! And dont bother paying attention to 90% of the strange loyalists on this site who obviously are just installers, retailers, or customers on the company dollar/gig with the time to sit and defend on every single thread made here. This is not a community site and it obvious.


Dont give in to desperation, itll only get worse from here from what thousands of others have stated. My own experience has been enough, even if there were no review sites available in the first place..


If it smells like ___ . Then it probably is ___.
(Edited)
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The Dude

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Everett this this ip address http://192.168.100.1/?page=modemStatus  your giving everyone to check there modem does it work through wireless that 90% of people use,probably not  just don't need any more confusion .
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Steve Frederick, Champion

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The Dude,the address that Everett has been giving definitely works through wireless networks, assuming you mean the wireless network that is connected to your Exede modem. It cannot be accessed through other ISP providers or cell phones not going through the home network.
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The Dude

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Really so I can get on my laptop type in the ip address and pull up all the info from the modem all wireless no wired connection to the router are modem?OK  learn something everyday!Sorry Everett.
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The Dude

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Of course i know you have to connect the modem to the router.
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Steve Frederick, Champion

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That is correct, The Dude. You can see all the stats on your modem right from your laptop.

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