Used up data too quickly

  • 9
  • Problem
  • Updated 6 years ago
  • Solved
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: Issue resolved. No need for further response at current time.

I am a new subscriber to your company. The only reason I even knew about this company was because Direct TV suggested you when I was getting new service with them. When I was given your number from them and called. I informed the sales guy that I wanted the same internet package or similar to what I had with charter at the current time. I had unlimited internet with charter. The gentleman told me yes we can accommodate you and will get you a better deal at a cheaper price. So I believed when he told me that he had set me up with the perfect choice for what I was looking for. I got hooked up 2 days ago and 7 hours after hook up got an email saying that I used up all my data at that time. Was unsure what this message meant since I have never seen that before. I called the next day approx. 23 hours since I got hooked up with your company to see what was goind on. The first of many customer service people I talked to told me that yes I had used up all my data at that time. Hence I have only been with you for 23 hours. They then tell me that I only had so much data I could use. Confused at this time since I told the sales guy when I purchased this that I wanted unlimited and he told me that would not be a problem and now after I get hooked up with your company that I was lied to about what I paid for. I now after being lied to wanted to cancel my service 23 hours after connection. I am then told I can not disconnect unless I pay $15 for every month left in the contact. Well considering it hasn't even been a whole day it would cost me $360 to disconnect after only being with your company 23 hours. If this is how service is done then this company needs to train there employees better. I would have never agreed to buy internet that wasn't unlimited. Very unhappy with this company and will pass on to others how this company frauds its customers!!!!!!!!!!
Photo of Holly Loepker

Holly Loepker

  • 1 Post
  • 0 Reply Likes

Posted 6 years ago

  • 9
Photo of Exede Elizabeth

Exede Elizabeth

  • 212 Posts
  • 5 Reply Likes
Hi Holly, I have received your e-mail regarding this issue and you will receive a response very soon this morning. Thank you for giving me the opportunity to work with you to resolve your concerns!
Photo of Mary Davenport

Mary Davenport

  • 3 Posts
  • 0 Reply Likes
Holly
I completely understand your problem!.... We too are with Direct Tv and they suggested this internet service. even though it would cost us $20.00 more a month for the service the Rep from Direct Tv and the Rep from Wild Blue / Exede stated we had 30 days to cancel!
I called Wild Blue this morning to see if we could get an 30 extension prior to locking into a 2 year contract, she then stated to me that the orginal 30 days is up on September 9th, 2013. Due to a bad connection on my phone service i had to call back.
However guess what... they are now telling me not only can I not get an extension... there NEVER was one to begin with.....
guess what Wild Blue/ Exede.... take your early termination fee!... I will get it back by protesting againest you!... And making sure everyone who I know need service or are thinking of switching to you DO NOT!
Mary Davenport
Photo of Carl Shusky

Carl Shusky

  • 3 Posts
  • 0 Reply Likes
Is it possible to have how these matters were resolved posted here ?
Photo of Exede Elizabeth

Exede Elizabeth

  • 212 Posts
  • 5 Reply Likes
Carl,

Thanks for the inquiry! Customers are welcome to come back and post updates if they so chose to.

As a rule, we do not post any more account specific kind of information on the public site than what is absolutely necessary and the online platform has some privacy guidelines that we are careful to follow.

We will post lots of general information to answer frequently asked questions and work to address account concerns outside of the public platform.

Take care!
Photo of Judy Roberts

Judy Roberts

  • 3 Posts
  • 0 Reply Likes
The service wasn't too bad for a few months, then my data allowance started disappearing a few days after I received it. We check email, do FB and occasionally download some pictures or a video. We do not have an unsecured router and we do not do any of the streaming or large data transfers that are supposed to use up points. Now, when our data allowance is gone, the computer will not open anything. It just freezes. At the rate I am being charged, I would have to pay over $500 a month for internet. It's a ripoff, plain and simple. I have emailed them twice and received no answer. Now I am looking for commerce places where I can file a complaint.
Photo of Mary Davenport

Mary Davenport

  • 3 Posts
  • 0 Reply Likes
Carl...
They did send me an email stating the above but that was it. And if you notice they are no longer addressing these issues either
Photo of William Campbell

William Campbell

  • 4 Posts
  • 0 Reply Likes
Try your Attorney General
Photo of Angela Dauel

Angela Dauel

  • 2 Posts
  • 0 Reply Likes
I have had a contract for 6 months now. I am also a Direct TV Subscriber. and the sales pitch was given to me for faster, cheaper internet service. Well every snow storm, cloud, or anything knocks my service out, witch is understand able with satelite, but also every evening at about 11:45 until 12:20 I have no internet service.
I also have two children that have XBOX Live accounts, and they are not able to use some of their games, because as Wild Blue Support told us, "There is to much of a delay between Satelite unlike signals that stay here on earth." And finally I have one of my children doing online schooling, first year, He can't do any of his lectures, because it keeps refreshing on its own. I know it's not the program, because he went to my dad's house and he has Charter and it works great there. This is the worse scam, buisness practice, or what ever you want to call it I have had in a while!
Photo of Exede Elizabeth

Exede Elizabeth

  • 212 Posts
  • 5 Reply Likes
Hi Angela,

I'm sorry to hear you feel that way. We certainly want our customers to be satisfied and able to enjoy the service to the fullest!

Some of what you describe is to be expected with satellite internet. For example the weather interruptions and also the latency or lag time that can have an effect on xbox live. It is true that the satellite signal travels 22,000 miles to space and then back down to your home. This causes latency of about 600-800 milliseconds. This can cause some applications (xbox/ps3,vpn,remote security systems) not to work well or at all.

I am not sure about the online class lectures. Is this just basic video streaming from a website? That should work well, unless you are over your monthly data allowance. In which case the speeds would be slowed down and video streaming would no longer work well (except during the late night free zone LNFZ between 12 -5 am).

If you would like us to do some troubleshooting of the service, I recommend calling technical support at 1-866-945-3258 option 2. Feel free to e-mail us if you have any other questions or concerns about your account/service that need to be addressed as well. The e-mail is exedelistens@viasat.com.

Thanks!
Photo of R Long

R Long

  • 6 Posts
  • 0 Reply Likes
After three months with Exede Internet service we are very dissatisfied. During the three years that we had service from Verizon we went over our 5-Gb limit only once so we were sure that the 10-Gb plan from Exede would be more than adequate.

We have not changed our internet usage habits. Our average usage with Verizon was 3.5-4.5 Gb/month (100-150 Mps/day). I had been in the habit of checking usage daily with Verizon and have continued this practice with Exede.

On the morning of July 9th our usage for the period from June 16th was reported as 6.1 Gb. We spent that day packing for a vacation, left on the morning of July 10th and were not connected to the service again until July 29th. To our surprise, when I was able to check my email a few days into the vacation I found two emails from Exede, sent at 10:29 p.m. on July 9th . The first reported that we had used over 70% of our data. The second email, with the same time and date stamp, stated that we had reached our 10 Gb limit. I contacted Customer Service as soon as possible and told them of my concerns, that the Exede system added usage that could not have occurred. I was credited $20.00.

In the 18 days remaining in the July-August period, after we returned from vacation, our Exede usage was reported as 7.5 Gb.
The problem has continued into September:
• September 1st we showed 4.8 Gb of usage
• During the next 24 hour period I estimated that we used 0.1 Gb but our usage was reported as 1.1 Gb, raising the total to 5.9
• September 3rd – 0.3
• September 4th - 0.2
• September 5th – 1.2 (I estimated our usage at around 0.2)

I called Customer Service again and explained the problem. We do not stream videos, do no online gaming and any system updates have been done during the “free” hours after midnight. Our router is secure. How the same activity can now produce double the usage demands explanation. Customer Service could provide no solutions other than to send out a tech to check our Exede modem. On September 7th the modem was changed although the tech could find nothing wrong with the original one.

Since our home is in a developing area there haven’t been a lot of options for Internet service but this is changing. Lots in our neighborhood are selling, new homes are being built and the major carriers are installing equipment closer to our subdivision. I would like to be able to tell new neighbors that Exede is a great system but at this point we’re planning to look at other options when our contract expires.
Photo of Exede Elizabeth

Exede Elizabeth

  • 212 Posts
  • 5 Reply Likes
Hello R Long,

We definitely want to take a closer look at your account and do some data accumulation troubleshooting. I believe that we received an e-mail from you today. We will be responding as soon as we can to take the next step in getting this resolved for you!

I do want to mention that I have seen some community discussions on the forum about the data usage increasing when switching from cellular data service to high speed satellite. I am curious about what kind of speeds you were getting on the Verizon?

It has been evident that many websites determine the speed of your connection and then provide higher resolution images/graphics, advertisements, banners, video etc. when your connection speeds allow for it.

Here is a link to that discussion: http://www.wildblueworld.com/forum/sh...

The large spikes that you mentioned are something we will want to look into further though.

Thanks!
Photo of R Long

R Long

  • 6 Posts
  • 0 Reply Likes
For the balance of this month, since the complaint above was made, we have cut down our usage to almost nothing. Our account is scheduled to reset tomorrow (9/16). This morning our usage meter showed 9.1G. No one has been on the internet since I checked usage this morning. I just checked again and the usage monitor states that we have purchased 5G more!

NO ONE HAS PURCHASED OR AUTHORIZED ANY ADDITIONAL USAGE!!!!!

Time to contact RipOff Report and any other website I can find.
Photo of Justin

Justin

  • 47 Posts
  • 8 Reply Likes
I concur with the disatisfied customers on this thread, I believe this "service" is regularly misrepresented as a practice of Exedes reps, I've got something along the line of 2.5 years left on my contract to steer as many people as i can away from this nightmare.

I monitor our data usage regularly, and we can now make it about half way through the month instead of 1 week before our upload/download speed gets nuked by Excede...taking it to more or less unusable levels(I was told by the rep even the slowed speeds would be 512K or better, lucky to get half that). Every time you mention data usage the reps launch into the prescripted speeches about the usage meter(next to useless). How can Excede not offer multiple apps/softwares/tools to see what devices are using what? I still don't believe we are blowing through 10MB in less than 2 weeks...
Photo of Fred Lindsey III

Fred Lindsey III

  • 1 Post
  • 1 Reply Like
This happens to us too! We have the 15 MB package and we blew through it in 2 weeks? No way! We monitor everything we do. We add 2MB friday just to see and that is down to 0.8 already. This is absolutely horrible. Oh and your LNFZ doesn't work......
Photo of Bill Hobbs

Bill Hobbs

  • 1 Post
  • 1 Reply Like
Their data monitoring is BS. It was a year ago, after they locked me down I unplugged and used another provider that I had, that they said I went over when I wasn't even utilizing the service. Beware if you are thinking of becoming a subscriber!!! Very questionable business operators.
Photo of Linda Roberts-Pierce

Linda Roberts-Pierce

  • 8 Posts
  • 0 Reply Likes
I too am not happy about them lying to me to get me into the contract and not providing the service I was promised. I would like to find some way of letting more people know of the service that you receive before they are caught in this. I have wrote to the Better Business Bureau, and will again to file a complaint. Of course they don't let you voice your opinion of their service on customer reviews! There has to be something that we can do, since there is so many of us that are being used by this company. I was also told by a tech, if you are a direct customer, and have the ON DEMAND option, that will use up your data usage fast! If you don't use it, then disconnect the option, it's downloading all of the time.
Photo of Linda Roberts-Pierce

Linda Roberts-Pierce

  • 8 Posts
  • 0 Reply Likes
If you're so honest, then help us with our problems with this company. We don't deserve this!
Photo of Linda Roberts-Pierce

Linda Roberts-Pierce

  • 8 Posts
  • 0 Reply Likes
Jim, JIM, where are you? Why are you not answering my cry for help?????? You were so quick to judge us and tell us how stupid we are for trusting a company that you seem to support 100%, why not answer me. Will you help us or not?
Photo of Jim

Jim

  • 542 Posts
  • 279 Reply Likes
I would love to help but doubt if there's much I can do for you. I drove over 80 miles last week to help another dealers customer and re-did their botched install. I didn't get a penny for it but I do want to protect Exede's reputation. Believe me I hate it when sales people mislead people into buying something that doesn't meet their needs. It hurts my sales. Exede is an excellent product with thousands of satisfied customers. The complaints you see on these forums are a very small percentage of the customer base. Most happy customers don't come to the forums. But I still say you have to take some responsibility for not doing your homework before diving in. I wish you luck in getting some kind of resolution to your ordeal. You may want to check out the other forum. There are more informed people there and it is much easier to navigate. http://www.wildblueworld.com/forum
Photo of Judy Roberts

Judy Roberts

  • 3 Posts
  • 0 Reply Likes
You, sir, are full of crap. And I fail to see that I am in anyway responsible for Exede being a bunch of cheating lying b------s.
Photo of Jim

Jim

  • 542 Posts
  • 279 Reply Likes
I can tell you are in pain. Truth hurts - doesn't it? I'm done. You're beyond help.
Photo of William Campbell

William Campbell

  • 4 Posts
  • 0 Reply Likes
Just wondering,,,, has anyone thought of the words "Class Action"?
Photo of Jim

Jim

  • 542 Posts
  • 279 Reply Likes
Read your agreement. You agreed not to be party to a class action before trying arbitration.
Photo of William Campbell

William Campbell

  • 4 Posts
  • 0 Reply Likes
There WAS NO AGREEMENT to read until AFTER making the MISTAKE to sign on with this SCAM!!! Everyone in this company is trained to lie to their customers.
Photo of Angela Dauel

Angela Dauel

  • 2 Posts
  • 0 Reply Likes
The only agreement I have ever seen is the one online, that has changed twice since signinng up for service. Just curious any way...How can a company sell service at a speed, but bill you in a quantity?
Photo of Exede Zac

Exede Zac

  • 183 Posts
  • 4 Reply Likes
William, 

Just to let you know as the Electronic Customer Agreement states: "You agree that by entering into this Agreement, you and ViaSat each waive the right to participate in a class action and/or a trial by jury." This and more can be found in section 8.3 by visiting www.exede.com/legal. Thank you.
Photo of Justin

Justin

  • 47 Posts
  • 8 Reply Likes
Jim is a hoot, he either is with excede or has a good bit of thier stock, lol!!
Photo of Keith Earle

Keith Earle

  • 1 Post
  • 0 Reply Likes
This company is a scam, have had nothing but trouble and slow speeds and lies since day 1,cancel now,without paying
Photo of Linda Roberts-Pierce

Linda Roberts-Pierce

  • 8 Posts
  • 0 Reply Likes
Keith, if you have an solution, please let us know. How can we get out of a contract when they take it right out of your credit card.
Photo of Mary Davenport

Mary Davenport

  • 3 Posts
  • 0 Reply Likes
Oh I cancelled but I had to pay... And they charged my credit as well
Photo of William Campbell

William Campbell

  • 4 Posts
  • 0 Reply Likes
I originally had it billed to my debit card. I called the bank and CANCELLED the card. This "Jim" MUST work for them or he wouldn't be so determined to protect their reputation.
Photo of Exede Zac

Exede Zac

  • 183 Posts
  • 4 Reply Likes
From the conversation William, it seems Jim may be an installer for ViaSat, however he would be a third-party installer and doesn't work directly for ViaSat, whereas I do. If you have any issues, can you please email us at exedelistens@viasat.com so we can address your concerns directly, in an offline setting and leave the Community here for those who are requiring assistance through these topics? Thank you. 
Photo of Justin

Justin

  • 47 Posts
  • 8 Reply Likes
They have in their contract that you waive your right to sue, lol!! Dang good thing for them!

This conversation is no longer open for comments or replies.