Slow speed and cannot use internet

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  • Problem
  • Updated 7 months ago
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I have not had service since Sunday the 2nd and have tried multiple things with support only to find out other people are having same issues. I have filed a FTC report today to see if they can get something done. I would switch but there is nothing else available where I am. 
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Jan Hatfield

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Posted 1 year ago

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Bev, Champion

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Jan, can you send an email to ExedeListens@viasat.com and give them your account and contact information as well as a brief description of your problem? The people that monitor that email address are very responsive and helpful. If there is a network issue, they will let you know, if not, they will do all they can to get your service working again.
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YVETTE WOOTEN

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what is the turn around time on an email??


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Jan Hatfield

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I just emailed the address from my work email because once I get home I have not internet to log onto my personal email.
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Bev, Champion

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It can be up to 24 hours but, in my experience it's generally the same day.
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Tim Spake

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Just another example of the stellar customer service.
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William H. Jordan Jr.

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If you are within your 30 days and there are any other options then i would say get out while you can. Location means everything though. If there is no good cellular service in your area Excede is the best bang for the buck as far as satellite goes.
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Cara Markham Westbury

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So within this time it is possible to cancel?
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Mathew Smith

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According to the Customer Agreement users sign when the service is installed, there is a 24-month minimum service term.  If you terminate service prior to the 24 months, you're charged $15 per month for the time remaining on the contract.  There is no 30-day grace period.  So if you immediately canceled service, it would cost $360, plus the equipment would need to be returned to Exede.  It costs Exede a fair amount of money up front to install the satellite dish, an expense that they recover over a 24-month service period.  It wouldn't make business sense for Exede to provide free cancellation after the cost of setting up the dish; the termination fee is essentially their way of recovering the installation cost if a customer cancels service early.
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rob salway

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I am paying $360 to cancel after having their service for 2 days and going over my data cap to get dial up speeds. I am convinced that this is their business model on how they make money. It's simple see.....provide absolutely astonishingly awful service so that nobody in their right mind would want it so they will cancel. They send them $360 to get rid of it and come out grinning ear to ear. I hate this company and plan to tell everyone I possibly can to never do business with them. Also the 2nd worst customer service I've ever encountered only to be outdone by the company that drove me to them, Direct TV.
(Edited)
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Matt B, Viasat Employee

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Rob,

That's not how we operate at all!  Please send an email to us at ViasatListens@viasat.com stating your concerns.
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Tim Spake

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Sure looks like it's clear that you do. Customer for 2 days and they so mad the quit.
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Diana, Viasat Employee

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Hi William,  The contract goes into effect immediately. There is no 30 day trial period. Once the equipment is installed, the contract becomes effective.
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Dexter Lumen

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Wouldn't want your customers to realize the service doesn't live up to the advertisements eh.
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Samantha

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How is that legal?
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Diana, Viasat Employee

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Samantha,  If you would like to read our legal documentation please visit www.exede.com -> legal.
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Cara Markham Westbury

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So in other words, if your service doesn't work, at all, you don't have to honor it but we have to honor our commitment to pay ?
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Tim Spake

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And be righteously smug as well.
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Jan Hatfield

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I have had the service since 2010 and its never been like this before unless something has been down and usually corrected in a day or so. However this time not so. It's never been like Comcast or something like that but has always been better than now..... its worse than dial up and can't open most web pages or yahoo mail.
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William H. Jordan Jr.

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Jan with the new cellular unlimited plans that never have an overage charge you could get another phone or even a mifi device and have more usuble minutes and the reduced speeds of cellular are still faster than Excedrin. The thing that matters most is you have to have good signal. I have my carriers tower 2000 feet from my house so my signal is always good.
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Diana, Viasat Employee

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Jan,  Please send us your account and contact information. We'd love to review your account and see if there is a solution to your slow speeds.
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Jan Hatfield

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I did yesterday but nothing but a " generic email" so far from you all.
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brian Johnson

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Jan that there's never been in touch with honey
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Roger Seay

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I have the exact same problem since June 12th.  Very slow download and upload speeds.  I have sent my account info to the above email address and to excalations as well.  Two days ago with phone number!  No Response.
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Bev, Champion

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It is the weekend, responses may be a bit slower but, please do send another email if you don't get a reply Monday., Roger.

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