Unhappy with disconnect process

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  • Problem
  • Updated 3 years ago
  • (Edited)
My name is Andrew Lima i am a contractor for the division of blind services. i had an installer from excede come to my house in the country. it was a rental property the installer explained to me that he couldn't install due to it being a rental property and that he needed a written permission paper from landlord. i proceeded to get paper written and signed by landlord. couple days later the installer returned so i produced the contract from the landlord Mark Collins reading "I mark Collins give Andrew Lima permission to have excede install equipment on or attached however when renter leaves anything external on house will remain on the house". 14 months later tried to disconnect service tried to disconnect service now excede is explaining to me they need something externally removed from house. i don't understand because when installer read me contract or partial contract it was explained to me that the only equipment that would have to be returned was internal and that consisted of the modem and the power supply. as i explained to him landlord wrote that nothing external is to be removed. i believe this is being taken advantage of customers and handicapped people. so if you are disabled or do not feel like breaking your lease and feel you need to climb on your roof to uninstall your equipment. as very clearly explained you might not want to trust this crooked company. will be complaining to news channel 13 and anyone else that will listen after memorial day on Tuesday.
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andrew lima

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Posted 3 years ago

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Photo of Dontazz2003


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Hope they help you out. I would not put your number out there though.
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Bev, Champion

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Actually it's the modem and the TRIA that have to be returned when you cancel your service. The TRIA is attached ONLY to the dish, not the house so, technically it is not removing anything attached to the hose, the dish, remains just without a TRIA, which an installer will bring if the next resident wants service.
Photo of keeslar


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Im so sorry you had issues too. I for the disabled and My son has a disability as well. I was there at the time of solicitation and instal. The same man was the installer that spoke to him on the phone. I made the installer manually correct what was promised to him vs what the contract stated. Exede refused to honor their contract..and still has not! Thank you for your phone number!
In contrast to what the other person advised,Exede employees stated the dish had to be returned as well as inside equipment.
I think you may have a legitimate issue. I hope they take it seriously.
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Markgc, Champion

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As far as I know they need the modem and the tria. The dish stays behind.

Just send someone up there to remove the small silver tria from the dish and leave the rest of the dish hardware up there.
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Brad, Viasat Employee

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First and foremost Andrew this is a highly public and open forum and during those 13 hours prior to me seeing this, your personal phone number and email was up for anyone to see. I removed it but keep in mind that you shouldn't post that information on our forum for security reasons as ANYONE can access this as this isn't a direct line to Exede.

Now more importantly, I can work with you on this. Again due to account security reasons I'll need you to email me at exedelistens@viasat.com with all your account information so I can work with you. We do require the TRIA (located on the dish) to be returned to us as we state in our agreement but this is something I can assist you with. If someone can go up there and retrieve it for you that's great if not email me and I'll work something out with you. Look forward to your email. Due to the weekend hours it could take up to 24 hours for a response but I will respond to you if you send me an email.