Unhappy with service

  • 6
  • Question
  • Updated 1 year ago
  • Acknowledged
  • (Edited)
Ive had excede internet for 5 months now, and ive had a technician out twice to fix a non existent problem. I pay for 25mbs download speed, and the FASTEST ive gotten is 10, the average is around 3-4. Its absolutely pathetic, there thieves. And theres no way out of it, every beam is incredibily congested. THATS WHY. They signed more people up then what the beam can handle. Not to say the ping rate is garbage, but that comes with satelite internet. I was told by someone, that there obligated to supply a minimum amount of download speed according to contract. Anyone hear of this? I will be contacting BBB to figure this out. They have stolen well over 6-700$ from me and now ill have to pay more to get out from them. Any tips / advice / information? ALL i ever get from excede is some garbage about congestion. WELL IF YOU CANT SUPPLY IT THEN DONT OFFER IT. Tired of being robbed by this organization.
Photo of Joshua Yingling

Joshua Yingling

  • 2 Posts
  • 1 Reply Like
  • frustrated, angry

Posted 1 year ago

  • 6
Photo of Tim Spake

Tim Spake

  • 345 Posts
  • 150 Reply Likes
I feel your pain, exactly the same issues for me.
Photo of sandra

sandra

  • 8 Posts
  • 11 Reply Likes
Be aware, excede follows everything you do, example while I'm searching internet they come up and awnser info I never put in. Also they went and charged me fees out of the blue. They track you and that's scary. They keep telling me my data is 100 percent within days of starting over. Even when we had have no usage.
Photo of Brad

Brad, Viasat Employee

  • 2884 Posts
  • 962 Reply Likes
I think that's more the search engine and/or browser auto-completing what you're looking for. Clearing out your cache and cookies and clearing your history should resolve it if that's making you uncomfortable.
Photo of sandra

sandra

  • 8 Posts
  • 11 Reply Likes
Exede charged my account extra money and authorized thereself to take more from my account every month. I had a set fee. It did not suppose to go up. When I ask why, finally I was told because it was a phone charge. I don't have phone with Exede.
Photo of Brad

Brad, Viasat Employee

  • 2884 Posts
  • 962 Reply Likes
Email us at exedelistens@viasat.com. We can look into your claims
Photo of Greg Pierce

Greg Pierce

  • 0 Posts
  • 1 Reply Like
As soon as my contract expires I'm going back to dial up far better than this #*85 and if they don't fix their website they won't be getting payed
Photo of sandra

sandra

  • 8 Posts
  • 11 Reply Likes
Excede broke there contract by not giving you the srrviced they promised
Photo of Brad

Brad, Viasat Employee

  • 2884 Posts
  • 962 Reply Likes
Hi Joshua,

Please send an email over to exedelistens@viasat.com and we can look into this for you.
Photo of Tim Spake

Tim Spake

  • 345 Posts
  • 150 Reply Likes
I see you got the typical response from the Esede rep. It totally ignores the fact that you have already been in touch as evidenced by having techs come out twice. My speed right now is a screaming 5.9Mbps, that is fast for me a long cry from 25 I pay for
Photo of sandra

sandra

  • 8 Posts
  • 11 Reply Likes
They are very rude and don't care.
Photo of Elaine Fields

Elaine Fields

  • 5 Posts
  • 2 Reply Likes
Welcome to my
Photo of Deku

Deku, Champion

  • 712 Posts
  • 336 Reply Likes
well they did say its estimates for the customers... so yeah... just thought id tell ya that :3 it also estimates for me also :3
Photo of Tim Spake

Tim Spake

  • 345 Posts
  • 150 Reply Likes
Thank you for your constant cheerleading for Exede. My lack of speed is a problem as it is to all the others that have the same issue.
Photo of Deku

Deku, Champion

  • 712 Posts
  • 336 Reply Likes
what do ya mean by cheerleading for exede @.@ and stuff??? imma NOT cheerleading for exede at all -_- but my speeds are just fine for me :3 and stuff :3 but yet its raining right now and itll be slow for me BUT!!! not to slow i can play youtube videos onto either 240p or 380p (or whatever you want to call it) and imma just fine with that :3 (also i cant always be answer questions so much as i used to now idk why though :/ )
Photo of Tim Spake

Tim Spake

  • 345 Posts
  • 150 Reply Likes
I wish your comments were coherent but I find them hard to understand. What is :3. Imma??? Is that a women's name?  " i cant always be answer questions" ??
Look at your other posts and if they are not gushing over your Exede service, I don't know what to call it. For the others that have terrible speeds and poor customer service it's kind of a kick in the ....
Photo of David Lewis

David Lewis

  • 2 Posts
  • 5 Reply Likes
Same issue here - but I called a tech and was told a new satellite was launching this month that would fix the bandwidth issues. Hasn't happened so I was about to call in again, when I thought I'd see what I could google.

Well, the rep didn't lie, exactly - but even though the launch date was supposed to be this month, it wouldn't be in position until fourth quarter, 2017.

What's more, it sounds like the launch date has been pushed back.

On the one hand, I'm glad something is being done. But sure not pleased with how long it will take; nor with the misdirection from the rep.
Photo of Tim Spake

Tim Spake

  • 345 Posts
  • 150 Reply Likes
Thanks for letting us know on the 4th quarter info..
Photo of Brad

Brad, Viasat Employee

  • 2884 Posts
  • 962 Reply Likes
To clarify, the launch was delayed from April 25th to Jun 1st. The entire country of French Guiana (where we are launching from) shut down due to civic unrest due to labor disputes and that ultimately affected the space agency we're using. A labor agreement with France was reached a week or so ago and everything is now resuming including the launch schedule with Arianespace. There were a few launches ahead of us and due to the delay and time it takes to launch we've been pushed back a bit (spaceflightnow.com has up-to-date schedule). It really doesn't affect our product launch a great deal at all. It will take a few months of testing and beta trials  before we can offer the service by the new satellite.

 In the meantime, we're seeing a few different plans get offered sort of to ramp up to it. We are continuing to address our speeds in our times when the network is at capacity. Unfortunately this does take time but we have seen some of our more outspoken forum members report that they started to see a turn in the tide. We are seeing non-peak periods that the speeds are meeting or excelling the expected speeds. If anyone has concerns feel free to email us at exedelistens@viasat.com to make sure there's not a overall issue that could be causing poor performance
Photo of Mary

Mary

  • 2 Posts
  • 5 Reply Likes
This is the 5th month that exede has claimed I have used my liberty paid program within the first 24 hours of the month.  I have called numerous times and finally had a new router put in.  Change my passwords every month as they claim someone is scalping my service.  I live in the middle of a field in rural Eaton County so that is unlikely.  Sure enough, May 1st rolled around and when I just checked my mail for the first time today, they claim I have used 47% of what I purchased.  This is just bad service that should be shut down!
Photo of Tim Spake

Tim Spake

  • 345 Posts
  • 150 Reply Likes
Have you shut off any auto updates on phones and tablets? It helped my usage a lot..
Photo of Mary

Mary

  • 2 Posts
  • 5 Reply Likes
Everything but my computer was turned off and unplugged just to make sure.  I believe the equipment is faulty and they are reading usage that does not exist. I emailed the link that other people have suggested and I will see what happens next.
Photo of Gwendolyn Pugh

Gwendolyn Pugh

  • 0 Posts
  • 2 Reply Likes
frustrated
Photo of David Lewis

David Lewis

  • 2 Posts
  • 5 Reply Likes
I downgraded from the top end plan to the cheapest they have. Saved myself something like $75 a month and there's hardly any difference in speeds.

Unfortunately, since I have been unsuccessful getting acceptable internet at my new home, I'm going to have to look at renting an office in town. Since all I need is a desk, good internet, and some quiet, I hope I can keep it to around $200/month.
Photo of Judge and Jury

Judge and Jury

  • 1531 Posts
  • 873 Reply Likes
Keep on them.  It's a bummer to have to send the emails, but it's a bigger bummer for them to deal with them. The squeaky wheel gets the grease.


P.S.  I have absolutely NO confidence in dealing with exede problems using the phone method of contacting them.  Call center workers just don't have the resources to do anything.
(Edited)
Photo of sandra

sandra

  • 8 Posts
  • 11 Reply Likes
Excede is watching you
Photo of Brad

Brad, Viasat Employee

  • 2884 Posts
  • 962 Reply Likes
Sandra we do take customer privacy seriously. We do not "watch" our customers. Our modem does track activity types to measure the data to give a breakdown but what we don't track is what sites you visit, what shows you watch online, what devices are draining the most usage. 
Photo of sandra

sandra

  • 8 Posts
  • 11 Reply Likes
I have been told by several Exede employees already that they were monitoring. I was on earlier and Exede answer question on my phone. Not the normal stuff you program either.
Photo of Brad

Brad, Viasat Employee

  • 2884 Posts
  • 962 Reply Likes
Nothing more than what we have on our ESVT tool https://community.exede.com/exede/topics/give-our-new-usage-tool-a-test-drive. We "monitor" by looking at the data usage report on that tool and the modem health (how long it's been online, when it's been offline and how much data was used)  But we won't know anything about your search history, favorite sites or anything like that (we're simply not interested). Again all of that stuff you're seeing that's causing some uncomfortable paranoia is coming from your browser or search engine history rather than us. Google, Amazon or Facebook probably knows far more about you and your online preferences than we will.
(Edited)
Photo of Judge and Jury

Judge and Jury

  • 1531 Posts
  • 873 Reply Likes
I have also said in the past that as awful as I am sometimes with exede, I will also defend them to the wall when they are right.
"sounds good but let's see it in action"  (For any nay-Sayers that might be out there..)

I mean what I say and just one example is HERE
(Edited)

This conversation is no longer open for comments or replies.