Service outages

  • 2
  • Problem
  • Updated 10 months ago
  • In Progress
  • (Edited)
Our internet isn't working again. This is happening every single month. We are paying a ton and having no internet half of the month. We need this fixed immediately or something must be done. Not paying for something that we don't receive.
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Julia-Caleb Epling

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Posted 10 months ago

  • 2
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Jim16, Champion

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"having no internet half of the month"

Are you going over your Data limit?
(Edited)
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Eddie Warner

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Call Exede for troubleshooting.. there is no way they want you going through that. They have three levels of tech-support during the week for sure, and honestly the experts in level III are the types that avast charges $199 to even talk to. Exede has techs waiting 24 hours a day to help get you back up and going, and they have tools that will allow them to check back through the previous billing cycle. I have been a customer for years and they will help you .
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Brad, Viasat Employee

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While not having an internet connection for half a month is concerning I think Jim16's question is the first thing to check. Some plans will give reduced access after the data limit runs out. You can call us at 855-463-9333 24/7 and we can work with you directly. If your internet goes down, with the exception of a known outage we don't have a way to know if you're not connected so that's something we'll need to know. You can alternatively contact us at exedelistens@viasat.com and we'll answer within 24 hours but for the more urgent stuff please call as that would be a lot faster. 
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Jonetta Taylor

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Service has gotten to where it is off and on multiple times a day even when we are have full data. They say it is because the satellite we are using is overused and to just unplug and reset receiver when it happens.It has become a daily problem.
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Michelle Rae

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Same here. We normally go through our data in two weeks and the last few months we have barely used half. Very poor service lately. I am in the process of looking for a new provider.
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Bev, Champion

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Jonetta, that isn't right. I know a few reps may use congestion as a cop out but, congestion means slow speeds, not total disconnects.

Pleas email your account and contact information as well as a description of how often you loose connectivity to exedelistens@viasat.com. They will help you get to someone who doesn't claim it's just congestion because that is not a reason for no service.
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Jonetta Taylor

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We have emailed, we have called and nothing changes. Service has gotten very very sketchy and frustrating. Out where I live there are no other options so I am stuck with satellite internet. I am paying $130.00+ a month for lousy coverage. Exede was fine until about 4 months ago. I do not know what changed but if something does not improve I am ready to drop internet all together. 
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mferner

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I know for me that there has been ALOT of service outages for me and sometimes it's 1 hour or 2 at a time here lately its been like once a week!