Unhappy with customer service

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  • Updated 4 months ago
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This is the worst internet service we have ever had including dial-up, and the Representative's lie about the speed by telling us we are connecting above the 25mbs we are paying for, but according to "Speed Test"(which is used by their own installers and throughout the industry) we are getting less than a 03mbs download speed! We can do NOTHING with this, and Excede is in violation of the contract. We want out! I will not call back in to be told that I am wrong, I have been using satilite's since the early eighties, and am most certain that my knowledge is more than the phone representative.
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Deidre Smith

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Posted 1 year ago

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VeteranSatUser, Champion

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How exactly are they in violation of their contract? I believe if you read it it will say speeds "up to" 25Mbps. Nowhere in that contract are you guaranteed a certain speed level.

BTW, you say you have been using satellites since the early 80's. That could have only been satellite TV back then, which was a completely different animal from what satellite internet is today. But since you are so knowledgeable about it, I am sure you know that.
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VeteranSatUser, Champion

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Jim. Has Jab taken over your account?
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Jim16

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sorry.
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VeteranSatUser, Champion

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Don't be. Just JABin ya!
(Edited)
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Steve Frederick-VS1/Beam314, Champion

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If Eric Hadberg is correct, that there are no satellites, that could explain why some people are getting such low speeds.
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Jim16

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It's really sad that there are people who think everything done in this world is a lie.  The space industry is pretending for the past 50 years and hundreds of thousands, probably millions who have worked in that area have kept the secret. Yet we can't keep anything else a secret. ( The Rosenbergs,  Aldrich Ames , Christopher John Boyce,  Theodore Hall,  Robert Hanssen,  John A. Walker..... Clinton and Monica )
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Tim Spake

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Good luck in your fight. Hope you win
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Brad, Viasat Employee

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Hi Deidre,

I'm sorry that you're unhappy.  Are you over your data limit?  You are more than welcome to email us about the service at exedelistens@viasat.com to further discuss this and we can look into the speeds
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James

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Brad I just had a fresh data reset and once agin while my Ethernet cable was out of the back, my data is almost gone. I would not even have been able to use that data even if the plug was in and I streamed continuesly.
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Ron Frank

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I have a few opinions on this.  In the 80s "satellite" TV was merely a huge dish in your yard that intercepted "private" broadcast transmissions.  The networks responded by eventually scrambling their content to eliminate non subscribers from viewing it free of charge.  1994 was the introduction of DirecTV, the first dedicated, subscriber based satellite TV system, I purchased mine the first day, but chose to wait until the following day in the daylight to install and activate it. 

Although I understand the "up to" disclaimer in the contract, it must be acknowledged that a pay service subscriber expects that even if not operating at peak potential, the service they are subscribing to and paying for should at least be "usable" or "functional".  I have a HUGE issue with speeds here.  Most times I am way below the "up to" claims, many times my internet is very slow and annoying as hell, and rarely, but occasionally it is what I term "unusable" meaning nothing wants to load, and I simply give up and walk away.  There is a big difference between not receiving the "quality" of service implied and not receiving the service at all.  In my case I am not paying for "speed" I am paying for INTERNET ACCESS ... USABLE INTERNET ACCESS!  I dont expect to download a huge file in under 2 seconds, but I certainly expect a web page to load faster than that!  I often during bad times see "page not found" or "request timed out" messages and it gets annoying having to perform several attempts to view something.

With that said, one of my biggest peeves is SERVICE CONTRACTS!  I despise them no matter what the service is.  They are for the most part ironclad contracts guaranteeing the provider gets their money regardless of quality, performance, or any sort of customer satisfaction!  I have been through it MANY times with various companies including a MAJOR cell phone provider after I moved to a region with no service.  They expected me to continue paying for 2 years despite that I had to travel 10 miles to  pick up a weak signal from a tower owned by a much smaller independent company they "partnered" with.  Not their problem.  I signed the "contract" so regardless that they were not providing me service, keep paying for 2 years OR pay the $475 "early termination fee".  I hate them.  I feel the government should step in and make them illegal OR set strict standards that "providers" MUST meet a certain level of quality, performance and/or customer satisfaction!  Either ban them all together or mandate they protect the consumers rights at least as much as the providers!

END OF RANT .... SORRY
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VeteranSatUser, Champion

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I think we might be on the same beam Frank. Are you in southern Ohio? If so, I understand your frustration with the speeds as that beam in the eastern part of Ohio is one of the most congested beams Viasat-1 has.
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James

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NO... ANY cost will not be worth it. and until they get that thinking out of their heads they will always be a failure. they need to fix what they have now, not bandaid it by sitting around "promiseing" the new satellite (which most will never be on anyways)
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Steve Frederick-VS1/Beam314, Champion

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James, with over 700,000 subscribers, I hardly think Exede can be considered a "failure".  The system works very well for mot subscribers. Of course, there are those who choose not to take the advice of the Exede employees and have a tech come to their home and have their installation checked out.
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Ron Frank

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James, I agree any price is NOT worth it after all this time jerking us around, however there is no "fixing the problem".  It took me 2 years to finally get ALL the information about this issue from various sources.  In a nutshell, 3 years ago was supposed to be the launch of Viasat 2.  In anticipation of the "revolutionary new satellite" they had a huge sales drive to bring in more customers, especially in large rural areas that have no land based internet, like Ohio where I live.  The sales drive was a huge success, but the satellite launch suffered delay, after delay, after delay FOR 3 YEARS! 

The old Viasat 1 in use now was never designed for the load it is servicing.  Think of it like being stuck in traffic at a wreck dropping 4 lanes of traffic down to 1.  The speed limit might be 65, but we are stuck at 5 MPH or less waiting our turn to use that 1 open lane. 

None of the delays were  Exede or Viasats fault, but their handling of the whole situation with customers has been HORRIBLE.  I honestly dont know exactly how much information they gave their tech support or customer service.  It took me 2 years getting "bits and pieces" from customer service, techs, the Viasat corporate site, and the corporate site for the aerospace company that WAS supposed to take "2" up, and the new company that finally did take it up in June.

Every complaint I made to Exede over 2 years was "not on their end" and resulted in another service call to my home, which found NOTHING WRONG.  If they had just been honest and up front and explained the issue from the start instead of covering it up with the old "must be on your end"bull**** 
 it would have been much easier to swallow, but that may have forced them to make reimbursements, release customers from their contracts, or lower prices to compensate us for the poor service.
(Edited)
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James

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Exactly 
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Diana, Viasat Employee

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Deku (The #1 Hero Data Saver), Champion

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i dont know why but why dont people realize its megabits per second... NOT megabytes per second... everyone should know that when your onto your satillite internet its ALWAYS megabits... NOT megabytes :3 just wanted to point that out :3
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Steve Frederick-VS1/Beam314, Champion

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All ISPs use Megabits in reference to the speeds they offer, and also use "up to"
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James

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Steve centurylink  has already gotten up to gigabytes per seconds as seen here http://www.centurylink.com/home/internet/
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Bev, Champion

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I see 40 Mbps and 12 Mbps plans at that link.  "Speeds up to 40 Mbps — May not be available in your area"

That's megaBITS per second, and it's UP TO, same as any other ISP.
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Brad, Viasat Employee

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"Up to" is always going to be in the plan description or in the small print.

Now to answer James and really anyone curious,  1Gbps is starting to pop up but you have to live in a very ridiculously limited metro area. Full disclosure (and no I do not use them), I live very close to our downtown area and that company does have the 1GBPS offered but it's within a VERY small area near a core node. 

For example: when I go to the page I see


That all sounds great but....

When I put in my home address (less than a mile from the core node I might add:) I get this:


That's just a smidge above our best Liberty PASS speed. Our priority speed crushes that. Of course data limits are a consideration but this is merely to point out that the 1gbps speed is getting A LOT of buzz online but unless you're next door neighbors to that core node in a high-rise condo with a coffee shop or office space below or across the street you're not going to see it as a consumer. Cable offers it as well and while it may stretch further it's still the same story...if you live by where they focus it (office buildings namely or multi-tenant locations like high-rises) it's the same story.

Just to be more thorough I typed a random address that is closer and got a 20mbps speed which is still a far cry from 1gbps and barely half of the minimum speed shown once arriving on the page. All of this just all to say that to say 1gbps is the future could be an accurate thing to say regarding DSL/Cable (different from satellite internet obviously) but even city dwellers are having problems even getting it in their area. So to say or suggest that "everyone else can get it" is very inaccurate
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Ron Frank

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I have seen similar ads "up to 1 Gig" but after further research found it is for "commercial" customers with fiber optic lines TO THEIR MODEM!  Not just on the pole out front.  A modem capable of handling 1 Gig, and an internal network equally as capable.   It is essentially to lure in internet based businesses with the finances to invest in their own server and related equipment to handle it.  IT AINT CHEAP!
(Edited)

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