Very disappointed with customer service.

  • 2
  • Problem
  • Updated 3 years ago
  • Acknowledged
We contacted customer service twice by phone and once by email about their data counter not being correct. We have the 15 gigabit plan and it disappears quicker than our 2 gigabit s with our cell phones does. We've gotten No satisfaction with customer service at all ! We have been with this company for 3 years with no complaints until now. As soon as we have something else available , we are gone. I hope someone with authority sees this post and actually gives a crap about losing another customer.
Photo of stan

stan

  • 5 Posts
  • 1 Reply Like
  • very dissatisfied and angry !

Posted 3 years ago

  • 2
Photo of Old Labs

Old Labs

  • 3705 Posts
  • 3725 Reply Likes
What type of device(s) including operating system(s) are you using with your Exede connection? There are some distinct differences in how websites consume data on desktop/laptop computers vs. smartphones.

Many/most web sites will deliver different content based on a number of factors - user agent (or browser), perceived connection speed, etc. The only reliable determination is what user agent and the others are simply wild guesses with satellite connections.

While web sites have become sensitive to the needs of mobile device users on ubiquitous cellular plans out of necessity, they're pretty much oblivious to many of the same limitations satellite users have regarding data usage and cost (there just aren't enough of us to be concerned about in the grander scheme).

About all that Viasat can do is ensure your system is running properly and at peak performance. They can also provide a very generalized breakdown of where your data might be going as a starting point. Determining the specific cause of that usage is largely our responsibility.

With today's technology, there are an increasing number of ways that web sites will consume data without your knowledge and the landscape changes constantly. Knowing what to recommend requires knowing the specifics of your setup, and you'll likely find someone here with similar issues and solutions to minimize or eliminate unwanted data that's forced upon you.

 
(Edited)
Photo of Knight Rider

Knight Rider

  • 957 Posts
  • 536 Reply Likes
Prime example of differences, YouTube on a computer I think the lowest resoulation you can set the video to is 360p where as on a phone on the YouTube app you can drop it down to 140p which at that setting you can watch like an hour or better worth of video for only about 500MB if that.
Photo of Diana

Diana, Viasat Employee

  • 2215 Posts
  • 417 Reply Likes
Hi Stan, You deserve outstanding customer service with every
ViaSat interaction and I'm here to help. There are many reasons that your service may now  be using more data than before.  We have many articles on our website that can shed some light on it. One such article is http://help.exede.net/articles/General/Maximize-Your-Data. Please send your account and contact information to exedelistens@viasat.com and we can take a closer look. Thanks Exede Diana
 
Photo of stan

stan

  • 5 Posts
  • 1 Reply Like
I have read and heard from the two other cust. reps about how to maximize my data. I do everything it says to do. We do not watch videos until after midnight. Like I said , we have been with this service for 3 years and have LEARNED what we can and can't do. We have not had this problem before , and I have learned from this company that the customer is always at fault , not exede. I have read other complaints on the forums about this same problem and have yet seen where exede actually admitted to something wrong on their end. You told me to contact you but I already know what you're going to say, I've already heard it from two other reps and from somebody who handles email complaints. Is exede ever wrong ? Does your data counters ever go haywire ? Sure they do. Why not just admit it and keep your customers happy with your service.
Photo of stan

stan

  • 5 Posts
  • 1 Reply Like
Also , you can call me if you really care about your customers .
Photo of Old Labs

Old Labs

  • 3705 Posts
  • 3725 Reply Likes
This forum is a separate venue from normal customer support. The moderators here don't know your account information - they only know you as stan and do not have access to your account information from your profile here.

This is the reason they request that you send your contact/account information to the exedelistens@viasat.com is you haven't already done so. Naturally don't post that information here since this is a public forum.

P.S. As a matter of fact I suspect the moderators here aren't necessarily a part of customer support, but rather fulfill a ombudsman or customer advocate role bridging the divide between customer support and customers.

 
(Edited)
Photo of stan

stan

  • 5 Posts
  • 1 Reply Like
Update : exede sent out a very nice person to check our equipment inside and out. He swapped out the modem and everything seems to have returned to normal. Usage is where it should be again. Thanks exede.

This conversation is no longer open for comments or replies.