Trouble with vacation mode

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  • Problem
  • Updated 1 year ago
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  • (Edited)
Signed up for Exede internet in 2015. My service is at a summer fishing cabin. Satellite is currently the only option in the area for internet. At the time I signed up Exede was the perfect option because you could do six months on and then six months of vacation mode. That was how I did it for the summers of 2015 and 2016. Fall of 2016 I called to reinstate vacation mode like I had before, and had no problems. Back to $9.99 a month. Then in January I see my bill back up to the normal rate, when I was supposed to be on vacation mode until May. Call to see what's going on. Lady explains that they made a small change to the vacation policy and now you can only do six months of vacation in a rolling 12 month average. Very subtle change, but affects my account because I would have been on vacation in early 2016 and now their computer shows I was only on six months in the last 12 months so now it is making me go back to on. I challenge her on it but she said that would have been included in the disclosure they read to me over the phone in November when I went on vacation mode. And I am sure she is correct. However, Exede did not a) point of any change had been made to that segment, and b) it's such a small change no one could reasonably be expected to pick up on that without seeing the new and old side by side. I said well that's really shady and I am considering disconnecting. She said you're under a 24 month contract so if you cancel now you will have to pay an early termination fee. My next question to her is if I'm under a 24 month contract how does the company get to change the rules part way and I have to live with the result? She shared the company has some language in the agreement where they can make changes. Pretty one-side if you ask me. I am wondering if anyone else has dealt with this recently, and if so were you able to resolve it? I am tempted to disconnect even if I have to pay, out of principal. This is taking advantage of a customer.
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Matthew

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  • frustrated, cheated

Posted 1 year ago

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Diana, Viasat Employee

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Hi Matthew, Please send an email to exedelistens@viasat.com and we'll see what we can do after reviewing your account.  Please include your account and contact information.  Thanks