Trouble with slow service

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  • Problem
  • Updated 2 years ago
  • (Edited)
slow,called many times , no results talked to your tech for over 2 hrs. nothing done. payed a tech to come to my home to check and he found that the speed test ( witch was done many times with your tech) showed inconclusive. your tech did not want to talk to my tech and I'm not a specialist so I will not do anymore test over the phone. I've done many and no results. Simple solution, send out your tech to see for yourself at no cost to me. I don't want to pay for a service that don't work. Fix it or get me out of contract I'v spent enough money.
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mario veltri

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  • upset

Posted 2 years ago

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Bev, Champion

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You have to work through the process and get a tech support agent to escalate the problem. I assume the technician at you home found no problems with the install, alignment or equipment.

If speeds are fine to some destinations and poor to others, odds are that is not Exede directly but, the manner in which the receiving server handles the high latency satellite connection.

If it is certain times of the day that it's slow and others are faster, then that's probably congestion on your beam.

If you've used all of your data or Priority data if you have a Liberty plan then, it's going to be slow until you either buy more data or, your reset date.

I don't work for Exede but, you can email the employees that are on this forum at exedelistens@viasat.com and, they will do their best to help resolve or, at least explain why your service is slow.
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mario veltri

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Yes, the my tech did find something wrong, the modem or dish, but Exede tech or who ever didn't want to hear that. Again send someone out to see for themselves and fix it.  
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Brian Shackelford

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If the problem was the modem or dish (most likely the Tria), the tech that came out should have replaced it then and there.  They carry that with them on their trucks.  If the tech did not replace it while there but found a problem, then that tech should have scheduled to come back out to fix it.

You, as a customer, need to know EXACTLY what the tech said when calling back into Exede and requested a courtesy tech call.  I have found at least one instance where the notes input by the tech did not include things he said he was going to put in them.
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mario veltri

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Exede tech never came out, Exede said everything is fine. I had to get someone here to check what was wrong, and my tech said maybe the modem or dish cause all my computers are fine. Exede doesn't want to hear that and all they have to do is send a Exede tech to come out and see for themselves. I can pull my own teeth out  and it would be alot easier to do then trying to get a Exede tech out here.
 
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Bev, Champion

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Getting a service call set up is easy. just call 855-463-9333 and tell them that you are having issues and would prefer a service call as you have tried troubleshooting over the phone and, that is not helping. they will schedule one for you.

The cost is 95.00 or, you can sign up for Easy Care and pay 5.99 per month instead of the 95.00 all at once.