Thinking of going to Exede after HughesNet contract in January

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My 2 year contract with HughesNet is up in January.  I saw I could get twice the anytime data on Exede for the same price.  I haven't made up my mind yet but would appreciate any feed back.  I did check and I am on the ViaSat-1 far west end  of the footprint.  Currently I get about 9 to 15mb download and 1mb or less upload.  With only 5gb of anytime data it is hard to do anything.
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Pawnee County

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Posted 4 years ago

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Diana, Viasat Employee

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Hi Gary,  Thank you for your interest in becoming a ViaSat/Exede  customer. Please send an email to exedelistens@viasat.com with your address and we can check it out further. We look forward to hearing from you. Thanks again.
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Kimberly Estrada

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Don't do it!!!! Terrible service, terrible customer service!
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Knight Rider

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Look it don't matter what company you go with first lvl support are just entry lvl call center people. So yes sometimes you will call and get someone who don't know what they are talking about or truly understand what's going on. For comparison though all HughesNet phone support is out sourced(I believe, at least every time I ever called when I had their service it was a non English speaking person) ViaSat has all US based tech support. Both Exede and HughesNet have a forum and have social media employees that work strictly with the social media complains/ issues. Either way if you come here or stay both are launching new sats net year. HughesNet's is reported to be about 1.5x the capacity of their current and still only cover the us. Viasat's/ Exede is about 2.5 times their current ViaSat-1 bird but has 7times the coverage which includes all of the us, most of mexico, most of Canada and the a lot of ocean between the us east coast and Europe for shipping routs.
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C0RR0SIVE

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Most of Hughesnet phone support is outsourced, they do have two call centers state-side, but a small fraction of calls are routed to those two I would assume.  Also, the J2 satellite has a far larger footprint than you have noted, though, Hughes doesn't like to release details ahead of time, because estimates are that, estimates.  But, it is known that Hughes will cover most of Canada, Central American, and the USA, and I am willing to bet it might be a bit larger in footprint than that.
http://spacenews.com/hughesechostar-orders-jupiter-2-broadband-craft/

Still highly interested in seeing how a single beam can support 2.5x the customer capacity that viasat1 currently has.  

In the end, no matter what company you go with for ANYTHING, the person picking the phone up is going to be a guy paid minimum wage that probably handles 2 or 3 other companies at the same time, and has to meet a minimum requirement (Calls over X time + Satisfied callers over X time) to keep their job, then they transfer you as needed.  If you want to see horrible customer support, I suggest becoming a Comcast or TWC customer. :)
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Rick S. Sellers

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When we had Hughesnet we received much better service and the internet was far better.
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Pawnee County

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Hey Charles

I really don't have a problem with HughesNet everything works fine and I do my own support.  The main thing on the plus side is I can get double the Data for the same price  The downside is a question.  Do I want another 2 year commitment?  We talk enough on the Hughes Community that you know I can handle most problems by myself or with just a bit more information.  In that case I could care less about Phone Support if I cant understand the person I just say, "Drop me back into the queue".
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Ben Jumper

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Knight Rider wrote: HughesNet's is reported to be about 1.5x the capacity of their current and still only cover the us. Viasat's/ Exede is about 2.5 times their current...

Are you saying that Exede has sold 2.5 times their capacity while Hughes has 'only' sold 1 1/2 times? 

I always felt but may be wrong, that Hughes has well-exceeded their capacity because of how SLOWwwwww  it gets in the late afternoon and evening,

TESTS on my neighbor's Exede SEEMED to show just as fast downloads in the evening as Hughes has in the morning. Anyone else see that or anything different?
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Pawnee County

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I have no problem as far as speed it's good almost all the time.  Even when throttled I can stream audio, pages load fine, however no video above 270p even at very low quality it buffers.  When not in FAP it runs video fine.  My only thing is I only have 5gb daytime data per month while Exede says I can get 10gb for the same price.  HughesNet has been very reliable I just don't know if the quality of service from Exede will be comparable to HughesNet.  One major thing on Hughes' side is no more 2 year commitment.   
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Steve Frederick-VS1/Beam314, Champion

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Ben, Knight Rider is referring to the capacities of the new satellites  being built, scheduled for launch next year. He is not talking about how much the current satellites are loaded.
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Pawnee County

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That is one thing I am wondering about has Exede oversold?  Out here where I live in North Central Oklahoma Exede agents have signs all over the place.  I have noticed a lot more Exede and Dish Internet dishes than HughesNet.
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Steve Frederick-VS1/Beam314, Champion

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Exede may be overloaded in a few select areas, however there are many other areas that have lots of remaining capacity available. ViaSat 1 uses individual beams, concentrated on a given geographical locations, so capacity of each beam is not affected by other areas of the country. I live in central New York state, we have not seen overloads here.

You can go to this link and see the beam map: http://www.northlc.com/_images/beam_priority_map.png
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Marquitos Diaz

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Have the freedom package and love it. Go for it.
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david, Champion

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Most people can't get the Freedom Package.
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zanne

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How do you find out if you're eligible for the Freedom package? How much does it cost?
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Steve Frederick-VS1/Beam314, Champion

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Go to exede.com and plug in your zip code. It will show you what packages are available in your area.
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zanne

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Gary, as a Hughesnet survivor, I would recommend switching to Exede just to get better customer service. I had Hughesnet for 10 years and hated every moment of it. Customer service was dishonest and incompetent. The only perks that it had over Exede were the monthly token to get uncapped and the user interface on the modem that kept an up-to-date usage meter as well as color coding to show when you were over the limit.

Exede is working on implementing modem software improvements that I hope will make it better. So far I've been much happier with Exede than I ever was with Hughesnet. Exede gave me faster speeds than advertised. Hughesnet never gave me even half of the speeds I was paying for (paid for 1.2Mb down and never got more than 300kb-- was told anything less than 600kb was unacceptable but was blown off and treated like crap every time I called about it).
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Pawnee County

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Thanks zanne

Well speed isn't any problem I have Gen4 and get 9 to 16Mb all the time.  I use Linux so no status meter but can easily track usage with other programs I have.  The 2 year contract is the only thing stopping me for now but if I loose performance or reliability then I will be aggravated.
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SonyaA

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Both are pretty well the same really and speed and such depend on your install the better the install the better your speeds if you get a bad install service will suck. Also depends on congestion in your area see if you can test drive someone in the areas Exede net during prime time

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