Service issues

  • 1
  • Problem
  • Updated 4 years ago
  • Acknowledged
  • (Edited)
Archived and Closed

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I'm about to pay what I need to get out of my contract especially if I
can get FIOS.  They say there is a tree?  What about moving the dish now
my internet is contanstly spotty and off and on.  This is abosulte BS! 
I had to use up data on my hotspot, I can get LTE here just fine.  I
refuse to pay for this month until this gets fixed, problem since March
and they keep cancelling tech's cause the internet is working.  Maybe
the installer shouldn't have put the dish behind a tree?   How about
move it closer to DirecTV one, that's fine.  But yeaaaaaaaah.  WAY to
go!  If this can get fixed SOON!  That would be great.
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Kiowa

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Posted 4 years ago

  • 1
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Jim, Champion

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If you have been installed for less than 90 days and the dish is behind a tree, you should be able to get it moved without charge. IMO the installation warranty should be for 12 months. I give my customers a 12 month warranty for obvious installer error.
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Kiowa

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My contract is nearly up unfortunately, checking out verizon and their hotspot stuff today maybe. Give frontier a call tomorrow and see if they expanded service. But willing to pay to get out of my contract with exede if they refuse to fix the problem. I work from home and yesterday screwed me big time. So far today is now also, it's just dumb now, kinda wondering what I'm paying for.
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Kiowa

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So it's working for the moment after being out for over 12 hours, it will be out by 8 all night again.  Now to see what verizon has for hotspots and give that a go.  Sad thing is I'm 3 miles outside of the 2nd largest city in Indiana.
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Kiowa

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So there is an existing metal pole cemented down from something before that is out in front of the tree.  Looks like the last install of something realized that, if this was in that area this problem wouldn't be happening.  If I knew how to do that crap I would get it on that pole...
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Kiowa

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and it's out again....
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ExedeKarmin

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Kiowa,

Sorry to hear you are having connectivity issues.  Let me take a look at your account and see what we can do.  Your internet should definitely not be going in and out.  If need be, I will get you over to the Technical Department for further troubleshooting.  Please send me an email to exedelistens@viasat.com with your account and contact information.  Let's get this resolved.
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Kiowa

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I've already contacted tech support had a gentleman that knew his stuff, he tried to send send tech support but it always cancelled by you guys because you don't think it's necessary.  So I came to realize there is nothing anybody is willing to do.  Thankfully Verizon is rolling out a home service that is a great alternative to satellite.  But i'll send an email anyway, this has been happening for 6 months now.
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Barb

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Kiowa, IF Exede does not solve your issues, I just discovered Verizon now has wireless LTE Internet.  I am in the boonies and it is available where I am.  Check into it, I'm sure going to.  http://www.verizonwireless.com/b2c/lte-internet-installed/ 
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Kiowa

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I'm actually trying it now and it's great, faster, cheaper and hasn't been down yet. 
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Jacqueline Tierney

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How expensive is it for you to use?  In hindsight we thought about adding data to our Verizon account and not installing something else and now we are thinking we would have been better off long run.  We have the fixed wireless broadband company coming eventually to check us for signal (as soon as they get their road construction tower issues resolved) if they don't connect we may think about just using Verizon.
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Kiowa

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In regards to this, since I come to find out it's a closed case even though there are issues and they didn't do my discount for the month.

still thinking about it but I never got the discount off my monthly bill, go ahead and do that first because this is just getting stupid.  I feel like I shouldn't have to pay for the service call when i didn't do anything in fact I've been told by your techs my antenna is fine.  Maybe I would have been more willing to pay if you sent tech out initially instead of constantly cancelling it.  I'm on the verge of cancelling my contract since it goes down during free zone anyway when I try and use it the most, kind of fishy if you ask me.  Take care of the service call fee and I won't drop for Verizon, what is that 90 dollars for someone who has been a paying user for 3 years now? and willing to stay a paying user.


Kiowa

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Exede Kimberly

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Kiowa, I would be more than happy to make the needed adjustment to your account for the credit you never received. We can also discuss getting you scheduled for a service call. Please send me an email to exedelistens@viasat.com. Thank you.
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Lester

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It seems to me that Excede is crappy in all aspects of the company. I am being charged nearly $60 a month for 10Gb of data with the usual 12am-5a.m. free well I was quoted and I have checked prices on the internet they charge 49.99 for 20GB what is with these people? I feel I am being ripped off badly. I have been 2 months with excede and they tell me I have a 24 month contract that I was also told was a 12 month contract. How can they hold you in a contract like this when they are lying to get you into it. I am going to speak with an attorney I don't think a business should be able to do this when the service is crap the billing is crap and the whole place seems to just give you the run around when you have an issue! I was told I was getting a promotion for the first six months that would give me 20 Gb for the price of ten then I get it and I only get ten for the price of twenty that is crazy I am ready to tell this company to eat their internet. When I called they spoke to me like I was stupid! I wrote down everything the lady told me when I was getting it connected so I know what I am talking about. I had to write the details down for my spouse so we could decide together to get it. Now we are being charged more than we were quoted. I feel that alone breaks any contract. I am not the only one that is in the contract and Excede must hold up to their end as well.
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Rhiannon Williamson

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Lester I completely agree.I think I may do the same.I have had the service since september 27 and had one load of bull after another.My phone still does not work.I was told I was given a 25 credit to my account(didn't actually happen from what I have.seen). The amount of lies...yes flat out lies I was told when ordering is no better than bait and switch.I have zero confidence in this company.I should not have to pay to cancel.They can come get their crud off my property imo. I don't want that dish on my roof advertising this crud to my neighbors.As I actually like my neighbors.
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Kiowa

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Hi Kimberly, I will contact you today and address it to you, thanks.
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Exede Kimberly

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I'd be more than happy to review your account to see where your credit is. I'm imagining it's probably pending on your account to take affect on your next month's bill. What issues are you experiencing with your phone??
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Kiowa

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They readjusted the antenna because the installer put it  right behind a tree.  The service tech said the installer made a call to put the dish behind a tree, the antenna adjustment has worked for now.  No clue for how long, it has periods of good operation sometimes over the last 7 months.  I will say through here is a lot more helpful than calling, never call!  Which I get, I worked in a call center and you have to get the person off the phone in x amount of time and get to the next one. Sprint, Apple, Comcast, etc...  All have bad phone service but great online.
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Exede Kimberly

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Call volume can get pretty high sometimes that's for sure!
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Exede Kimberly

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Oh! I will keep a lookout for your email too Kiowa! (:
(Edited)
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arhai

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Hi can i cancel my exede account if it has yet not been installed
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Exede Amber, Employee

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Hello arhai, we would hate to lose you as a customer. Please send your account information to exedelistens@viasat.com.

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