Unhappy for over a year

  • 1
  • Problem
  • Updated 4 years ago
  • In Progress
Have suffered with terrible Excede 20 GB service for over a year.  Each time I call, we get the same old reboot instructions.  I thought this time, I would try chat - Fortunately, for the customer service person, she is able to copy and past the same old reboot instruction, as opposed to have to type out that lengthy message!  And, "the system is not allowing me to perform a speedtest at this time," actually was said to us!  NO KIDDING???  I guess that means that should tell us something?  Oh no, her reply, "the system is checking fine."  WTH?  Really?  it doesn't sound like it.  Save your money people!  I am currently in search of a new ISP - it will be worth it to get out of this contract.  My point of view - if they can't provide steady service, aren't they in breach of contract?  
Photo of Tina Fleeman Brown

Tina Fleeman Brown

  • 3 Posts
  • 0 Reply Likes
  • Frustrated

Posted 4 years ago

  • 1
Photo of Matt Brown

Matt Brown

  • 17 Posts
  • 15 Reply Likes
Agreed. The customer service reps really don't know what they're doing (most of them, anyway). Email and chat communications are simply copy/pasted the same generic form response, which basically tells you to reboot the router, or how to conserve more data. You really have to call in on the phone to get anyone who knows anything more than that...and be prepared to go through 2 or 3 agents and a LONG wait to make it happen.
Photo of Dave Eicher

Dave Eicher

  • 156 Posts
  • 28 Reply Likes
Hmm, just ran a speed test the other day.
Photo of Diana

Diana, Viasat Employee

  • 2422 Posts
  • 480 Reply Likes
Hi Tina, Thank you for reaching out
to us about your service issue.  I'm sorry it's not performing as it should. Please send your account and contact information to exedelistens@viasat.com.   We'll work with you on-on-one.  Thanks 
Photo of CyberGhosT


  • 26 Posts
  • 9 Reply Likes
This is true Tina,
Thats why I rarely "call in" Most of my Customer Service requests are through chat and E-mail, and I have a "Exede" file on my thumb drive with most communications. You should see my CS record, starts with a faulty install that had to be redone billing errors, ect all within just the first month.
You do have a legal obligation to meet your end of the contract, but on the same token so does Exede by providing you with a reliable product and service you can use. If you do a early termination bring your Customer Service records to court, if you can show issues and errors Exede will be forced to swallow that contract.
Those service requests printed out are powerful, courts are well aware of "big business" practices today.
Another thing I do is never, never put your bank card on file, buy a throwaway at Walmart and load just the bill amount each month, after your last bill don't load it with money and you can not be hit with the money grab.
Keep us updated. PeAcE