Trouble with service move

  • 1
  • Problem
  • Updated 8 months ago
  • Acknowledged
  • (Edited)
I had service installed March of 2016 at my apartment, but in October 2016 I moved to my house and was told I would have to pay a $150 transfer fee.  I opted to go on vacation status because I not only refuse to pay a transfer fee, but I had already spent everything I had for deposits (electric, water, garbage, etc.) plus the cost of a U-haul.  I have not had service since Sept 2016 yet every month they pull out of my account different costs.  I called today AGAIN and they told me the charges are legit and there is nothing they will do to rectify the issue!! One month my bill will be $47 the next it will be $70, the next $67 then another month $71.  My bill is never the same, yet I have NO service.  Explain that one!!! They advertise in the local mail their service is as low as $19.99, yet they tell me the cheapest service in my area is $50.00 yet they took $71.07 out of my account today!!!!  If you are looking for an internet company, I suggest you keep looking!!!!!!!!!!!
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Shelley Barnes

  • 7 Posts
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  • @#$$&^ and that is saying it nicely

Posted 8 months ago

  • 1
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Alex, Viasat Corporate Communications

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Shelley, that doesn't sound good at all! Please email us with your account info at exedelistens@viasat.com and we'll look into this for you. We don't typically install at apartments and don't have a $19.99 price so I'm wondering if you have another service? We'll look into it for you.
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Shelley Barnes

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I had to have the apartment manager confirm with the installer that it was okay to install it before he would proceed. I assure you they installed it!!
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Shelley Barnes

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To view this email as a web page, go here.
Exede logo
HIGH SPEED INTERNET

Your Exede Internet Bill is Ready

DEAR SHELLEY BARNES,

Account Number:

30358

Service Address:

4260 HIGHWAY 90 APT 51

We've generated an invoice for your account today. Your payment method on file will be charged.

Here are the details

Payment Method

Bank Account

Amount

$71.07

Date

10/04/2017

Plan name

Liberty 12 - LF

Monthly data allowance

12 GB

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Need help understanding your monthly charges?
Read our guide to understanding your monthly statement.

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Visit MyExede.net to:
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Monitor your data usage
...
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Shelley Barnes

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I removed part of the account # and the city state and zip to protect my info, but that is the email I received today.
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Judy Gillispie

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Block them from auto pay right away.  Dish moves you for free so why is Excede so greedy.  They charge enough for poor internet.
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Matt B, Viasat Employee

  • 700 Posts
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Judy, 
As you can see in my response below, we do not charge for moves.
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Matt B, Viasat Employee

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Hi Shelley,
I'm on board with Exede Alex. 
There is no charge for a move order.  We don't have a data plan for $19.99.  The only way a bill would change is if you changed your data plan, bought more data, or the annual property tax charge.  The first two possibilities would be a significant change, not the amounts you mentioned.  The last one is charged once a year, and is usually $1-$2.

Send us your info as Exede Alex suggested, and we'll take a look!
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Shelley Barnes

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Well, we receive local advertisements regularly saying internet service starts at $19.99 with Exede. I have not changed my plan because I haven't even had service at all since Sept 2016. My bill was changed to vacation status when I moved because I refused to pay the transfer fee. When I spoke with Stephanie today at Exede she confirmed everything I said. But told me they said the charges were legit. I have a bank print out showing all the different charges started when I moved.
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Matt B, Viasat Employee

  • 700 Posts
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Shelley,

Have you sent that email yet?  Once I'm able to see your account, I'll have more information for you.

**Update: Exede Diana has your email, and is investigating!  
(Edited)
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Bev, Champion

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Definitely send that email. Also when you moved, did you take the modem with you? If not the apartment owner or someone else could be using the service you pay for, that would explain the odd bills with buy more being added. Send that email, they will help get your service moved.
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Shelley Barnes

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Yes I have the modem and the receiver off the satellite like I was instructed to do.