Unhappy with Data usage installed on 01/26/17

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  • Problem
  • Updated 2 years ago
  • Acknowledged
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I got the 12GB plan, the Direct TV salesman, DJ, told me that that would cover my 1 streaming of Vikings a night plus email and FaceBook surfing daily.  I have 2 phones, 2 computers, Kindle, Echo, and Ipad...he said that would be fine.  I was shocked when I hit 33% by Sunday morning...only 3 days after getting the service.  Sunday, we streamed 1 episode of Vikings and maxed out our 12GB!  I spent almost 4 hours on the phone today speaking to Exede and Direct TV with virtually no resolution.  I am so upset about this company and how they are addressing the issue with me.  Exede told me they would fill out a form and send it to Direct TV....and that I should wait 7 days.  The supervisor reiterated this fact and that there is no one person responsible for addressing the problem with me that a resolution group would address.  I am not even addressing the slow speed, that is another serious issue.  OMG, a 2 year contract!
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Tim Smyer

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Posted 2 years ago

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2 years ago
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ggg rt

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I hate to be the one who informs you but apparently you did not read over the detail part of your contract which points out that after you use up your plans data and in many cases before, your download speed can be reduced to a very small amount. Please read your contract and be advised it supersedes anything that the sales person told you.
2017-01-31T14:15:10+00:00
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Tim Smyer

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ggg rt, are you an employee?
2017-01-31T15:21:35+00:00
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Cindy Arrison Naiser

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Its sad ! I live in a rural area and I only have 10GB per month and I always run out! where is the unlimited data plans
2017-01-31T16:22:43+00:00
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ggg rt

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Apparently you have not read my other posts if you ask that question. I am not a employee
2017-01-31T16:31:40+00:00
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Tim Smyer

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OK, I will read
2 years ago
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Brad, Viasat Employee

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Hi Tim

Please send an email to exedelistens@viasat.com and we can review this for you. It will take a bit of time but we will respond
2017-01-31T16:32:16+00:00
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Tim Smyer

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Brad, I sent the issue to the address you provided.  
2017-01-31T18:43:38+00:00
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Brad, Viasat Employee

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Thank Tim
2 years ago
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Dexter Lumen

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Ouch. Sadly exede like other satellite internet providers are practically useless when it comes to streaming due to their small data caps. Even with a lower resolution episode of vikings it would take around 500mb per episode up to multiple gbs if watched on HD. It seems your installer was trying to sell you a service he couldn't provide. Exede is only going to tell you to monitor your data more closely.
2 years ago
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Tim Smyer

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I called again this morning and they told me that they have escalated my issue to the highest level in Exede and to expect a 3-5 day response time.  5 days to get a response from the highest level....wow, this customer service really is amazing.  
 
2 years ago
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Brad, Viasat Employee

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Tim did you email me? I'm in the corporate office and can help you with this. If you did sorry for the delayed response but I can find that email if you did
2 years ago
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Markgc, Champion

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Tim your best bet is to e-mail the Exede support guys here as Brad has suggested.
2 years ago
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Sharon Williams

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Outage on their 'Beam' on West Coast 1.22. 2017. I was out of service for 3 days then off and on for a week. Service call was more than a week out (1.31.2017) from reported outage! Then the tech changed out the dish as it was not up to 'code'. Supposedly modem ok. Ready to call and report problems as sites were not loading then I GET A MESSAGE I USED ALL MY DATA!
I switched to more data and speed back in Oct. and they don't even have my plan on their site any longer! Showing only 12 gb when I bought 27gb! Called and the person submitted an 'inquiry' but nothing will be done for 2-3 days! Lousy service, know nothing employees.
2 years ago
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Diana, Viasat Employee

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Hi Sharon, I too would be concerned and upset with this type of experience and I apologize. When you have a moment, please send an email to exedelistens@viasat.com. We do not and have never had a 27 GB plan. I will be happy to research your account and figure out that we can do to assist you.  Exede Diana
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