VERY FRUSTRATED WITH INTERNET!!!!

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  • Updated 5 years ago
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We were referred to exede through Directv and its the worst thing we have ever done.  When asked what we use our internet for I explained web browsing, playstation 4 online gaming, and smart tv's with netflix.  And of course I heard well exede is the plan for you, but exede is not. When our month resets it literally takes us a week at the most to have it all used up.  So the remainder of the month the 3G on our phone is faster.  I would not recommend this for anyone!!!!  Extremely disappointed that we are in a 6 month contract!!!
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Gina

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  • frustrated

Posted 5 years ago

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JEP

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If you have another option for Internet, you are indeed fortunate that you have a 6-month contract.  I didn't realize that one that short was available.
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RickyP033

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Didn't know one existed either for that short of a period.
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Steve Frederick-VS1/Beam314, Champion

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I have never heard of a 6 month contract with Exede. No mention of anything like that on the Exede website.
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LorrieL, Champion

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I have a six month contract BUT it's for exede VOICE...my exede internet contract is the usual 2 yrs.
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Exede Kimberly

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Hello Gina, I'm sorry you've had this experience with our service. /: If you can shoot me and email, we can talk about this situation, go over ways to help conserve your data, and see what else can be done. I also want to clarify with you that we do not offer a 6 month contract with our internet service..
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Tom Jr Murray

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Unlimited internet is coming with exceed an hughsnet. 50 gig is available as a promotion to new customers already. It wont be long before we old customers can get it.
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RickyP033

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We'll see. It should be offered to us 'old' customers now!!! Save the money on TV advertisement and offer us referal credit.
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Charlotte Kerr

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Same exact problem for me, Gina.  The installers were awful, I should have figured out it was bad from that first day.  I had just had my carpets cleaned, and they tramped through with muddy feet!!   I complained, but nothing was done.  I have already used 5.2 GB of my 10GB, and none of us have even been home. Brand new, secure router, Computers are off, phones on cellular data plan.  I've tried talking to Exede about it, they just blow me off.  Close my requests for help as fast as I can open them.  What a joke.   We bundled it with Directv plan so we could use their ON DEMAND option, but obviously this has never worked, because we never have enough data to stream anything.  And we pay $60 per month for this.  Unbelieveable!!!!!   My children can't even do their homework, it is so undependable.   Have tried getting them to work with me for months, but continue to just rip me off.      I will be contacting the BBB as well as any other consumer group I can get my hands on.  I am tired of being ripped off.   I hate Directv just as much for directing me to them.  I assumed they would be reputable.  I live in Denver CO, and they say I cant get the Freedom plan here.  So another way to keep taking my money.  VERY UPSET!
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Charlotte Kerr

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Yes! The one time I streamed part of a TV show that's all I had data for but yes you couldn't watch it at all because of how choppy it was. Have never watched an entire movie I've watched half of an hour TV show and that's it. Terrible service.
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RickyP033

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Was wondering, it's because of the latency/jitter which is something else I wasn't told about. I've written, called, complained several times. So, good luck...there are hundreds, if not thousands of complaints on Exede...but they are not alone. Found out recently that the Rent-a-centers, while they advertize a weekly price, require a 3-month payment. ADT wants a 3-year contract now too.
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Charlotte Kerr

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Oh then the BBB isn't much good. I'll try the companies that regulate this type of business. like the FCC or something. I won't go down without a fight. they can't keep taking advantage of people like this
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Lee Etta Greer

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Charlotte, I also went with exede from recommendation of DirectTV and I too am very dissatisfied. I am considering going to the BBB also. Maybe if several go to them something can be done. I can not go 2 years like this. They say we are using 20 GB in less that a week and I didn't even have 10 GB with hughes net and never went over so there is definitely something wrong with this scenario and this company.  I have read too many of the same complaints for this not to be a bad company to deal with. Now to go to the BBB site and see if I can get out of this contract.
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Steve Frederick-VS1/Beam314, Champion

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Lee Etta, is your directv system connecting to the internet? Usually when they install the Directv they have it connect to the internet through your wireless router to allow the Directv system to do the On Demand program streaming. This is a big data hog, and does much streaming in the background with no instructions from you. 
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LorrieL, Champion

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Gina, this is the second time I have seen a posting where a potential customer carefully explained to the sales person how they use the internet and were told exede would work for them when this is just NOT true....seems like someone at Exede who has the power needs to send out the message again that prospective customers MUST be given accurate info esp about the data usage limitations....although I do understand that because of how vast the exede/viasat system is, there are an awful lot of salespeople out there who may not have their facts straight...
if you DO have access to other internet providers where you can get a much greater data usage plan, esp if you can find one with unlimited usage, then by all means do everything you can to get back to that kind of service. 
I would if it were me
  I only have access to satellite internet, which means restricted data usage, so I am quite satisfied with exede, since I would much rather have exede than dialup!
But if you can switch to some other internet provider with a large or unlimited data plan, then  I would suggest you  continue to pursue your complaint about being given patently incorrect info by directv when you were signing up for the service....at the same time, what I have learned to do, just for my own protection in this day and age, is to ALWAYS after I talk to a sales person, go online and check on the facts for myself very carefully....esp. if I am getting into any kind of longterm contract....
Before I signed up for hughes 3 yrs ago, I went over their website in great detail, reading everything i could find and looking up info on anyting about the technology I didn't understand....then when I contemplated switching to exede, I went to the exede website and did the same thing...I also did a google search looking for independent online articles and reviews about the company before I signed up for either one.  It's time consuming but VERY worth it to me. I also learned a great deal I didn't know before about a lot of things.   I just don't trust that any salesperson will necessarily have the correct info and I don't want to get into a situation where I am left with no proof that they gave me the wrong info.  then I might just be stuck with a very expensive contract.  But I do think you should continue to see what you can do, since you asked for details and weren't told the facts.  See if there is any way to get out of your contract, which I think is 2 years, not 6 mos, and see if you can get out without having to pay the penalty fees. Best of luck.
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Charlotte Kerr

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Well tried to call they already closed. Daughter has tons of homework she can't do. Internet doesn't work, not slow, won't work.
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Exede Kimberly

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Hello Charlotte, I have received your email that you sent today and have responded. (:
(Edited)
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Elisa

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Hi everyone. I have had the same problem as Gina and similar to Charlotte. When I ordered Exede, I ONLY did so because of the Promos they had going on with the Evolution and Freedom packages. I saw that the Freedom (6 month promo) was what I thought might be a pretty good idea because I live out where there aren't really any options for internet and I'm a full time student and have a majority of my classes online. When I called to place my order, I spoke with a seemingly very nice man and he, too, asked about our internet usage. When I told him what he described was the Freedom (6 month Promo) for 69.99 but he called it the Evolution, and I corrected him and then he agreed I was right. Well he carried on with the order. He never said this wasn't available in my area or anything like that. When we were going to finish the DirectTV order, it couldn't be completed because I needed to add some money into my account because I assumed I wouldn't be paying anything that day and I needed to pay a small equipment charge. Anyway, the only thing he was concerned with was telling me not to call in because "we eat off of commission" and that he would call me back. The guy that came and installed everything did what I believe to be a pretty good job. After he left, I got online and checked my bill and the summary for it...and I see the charge is 64.99 and it's called Evolution 5 GB (6 month Promo 15 GB). So, I immediately contacted them..I didn't have the Voice equipment yet, so I was using e-mails and chat. I finally got an e-mail reply that said Freedom (6 month Promo) wasn't available in my area..I was upset obviously..For 5 GB a month they wanted 64.99? When the plan I had agreed to by phone was 6 months unlimited(150GB actually) was 69.99 and after the 6 months was I think 15 GB or maybe 20..I'll look it up, I can't remember now lol. In that same e-mail I was given three other options...and the price I agreed to..reluctantly...was 79.99 for less data. Well when I see it isn't changed, I contact them again of course...only to be told that THOSE three options weren't even available and if they change my plan I lose my promo lol..I was supposed to get 3 year price lock along with a $10 deduction for DirectTV and $10 off for Voice. Which, I got the $10 off for Voice but was told I had to get 2 bills from DirectTV to get the other $10 off for it...All in this time I still hadn't gotten the Voice equipment so I was still communicating through e-mails and chat. I was told then to contact the exedelistens email. Through many chats and e-mails, I hear back from someone and she told me that when she pulls it up on the site that Freedom does show to be available in my area lol...and she finds it odd too. She said she will see what she can do and she'll get back to me. I heard nothing for 6 days and so I emailed exedelistens again last night, and I'm told that they don't see any communications from the 9th and to give them the details again..which I've already given to them near about every time I speak with them..account number and all of that. I told her some of the problem and that if I needed I would forward the other e-mails. The 20th will make a month and I've already paid the first bill..I would like this resolved lol. I will be looking into what else I can do to get out of this contract if I can't get this resolved soon. Like I keep telling them, I hate to be rude about it, but I don't want to pay for something that I didn't agree to, especially when it's a horrible deal that I wouldn't have wanted in the first place.
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Elisa

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I didn't even realize how long ago this was posted lol, I'm hoping both of your issues have been taken care of by now!
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RickyP033

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Around mid-Aug, they came out with their "NEW" plan for NEW customers only...I had been on board for a few weeks. I lowered mine to the plan you said you got. $65 for 15GB for  6-months...then 5GB. Around mid-Nov, they upgraded the 5GB people to 10GB; and downgraded us to 10GB...and after many emails they deny I ever had 15GB.
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Jacqueline Tierney

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I have never seen an Exede commercial so I don't know how they advertise on tv,  but I see the Hughes commercials quite often and they definitely are deliberately being deceptive in their ads.  They say you can play games, stream videos, movies, play music which technically isn't a lie because you can but they DON'T admit they have extreme data limits so you really can't do all that freely so they are trying to hook customers into their internet on a false premises.  Last time I looked at their web site they didn't even list the data limitations on their plans it was only in very fine print and hard to find.  I did get flyers in the mail though from Exede at our prior place and those also used a similar deceptive method of advertising the service.  Its not hard for me to imagine someone who is used to open internet not being aware of what is really involved in this type of service.  If both companies would be open and up front about what they are offering they would have fewer complaints but they also wouldn't be able to hook people into contracts that  have other options available to them.  I think most people that feel they were hooked into a contract on a false premises are perfectly justified in pursuing legal options to nullify it.
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RickyP033

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Not, in no way defending Hughes/Wildblue/Exede; but, you will never get internet/TV service for the others either for $19.95/month. :)
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Charlotte Kerr

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Who is getting it for $19.95 a month??  I am paying $60 for the internet I can't use, plus another $150 for DirecTV?
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RickyP033

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My comment was based on commercials I see from Comcast and AT&T. They claim to have promotions for $19.95 for 12-months. But you'll never pay anywhere near that low for internet..(equipment, Bundle, and taxes) aren't included in the ads.
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Sarah Sealock

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I agree with you Gina! I was told Exede was my only option when I bundled with DirectTv. I explained I use Netflix, am taking classes online and have a Wii. I was told 10GB would be fine. I was able to get a promo for 20GB for the first 6 months and am noticing I am going to be screwed when the 6 months is up because I am over the 10 each month. Tried to call and get out of contract and it's going to cost me a ton of money. Annoyed that I was misled and have to deal with people who are unwilling to help. I have a friend that is in the same situation. When I mention to people I have Exede, they just laugh and say I got screwed! 
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RickyP033

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I've found that cable companies that are 'affiliated' with Direct TV, when they can't offer TV in your area will do the same for Direct TV
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RickyP033

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Only way is to use their so-called FREE time 12-5 AM or 3-8 AM. But all the caffeine you could take wont keep you awake in class..

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Tammy Skrip Gola

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WOW,, sounds like my story to a T. I to explained that my kids online gamed and used netflix. I am so pissed that I am now locked in for 2 years. This is ridiculous. I think we all should contact the better business bureau or even the attorney generals office!!! I feel violated!!
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RickyP033

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I see Kimberly responding most on the different areas /topics that I've visited. Thanks to you for that.

But it seems that the most complaints are on the allotment of GBs. The next is being tied to a contract, without a 'trial' period. Next is not giving us OLD customers the benefits of the new plan. And mine, which I've seen little comment so far, is that of Ping, Latency and Jitter. This causes choppy videos and VOIP interruptions.

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JEP

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Ping/latency times are dominated by the physics of path length to a geosynchronous satellite.  Nothing can be done there.  You really should not be experiencing jitter unless you are on a very crowded beam during "prime time", or you have blown through your data cap.  I don't do much video streaming, but it flows smooth as butter for me ~90% of the time.  Computer/equipment issues can come into play also.  I have an older Win 7 computer that routinely performs better downloading/streaming than my new Win 8 computer which has a faster processor, faster disk and more memory.  I haven't figured that one out yet, but I know it's on my end, not Exede.
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RickyP033

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JEP, thanks for the answer. To get a ping (no lost packet) reading, I usually have to re-load the page at least once or twice. I too am using Win7, didn't like the look of 8. I also heard that a WIN 9 is on the horizon. So, since I can not do anything about Latency, any suggestions on Jitter...as the 2 give me a "POOR" grade. I've a a WinWord Doc over the months of SOME of my readings...don't know how to upload it here
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8srbtr .

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Gina, exact same boat as you. Sold a foul bill of goods from DirectV. First they didn't tell me the data was limited until I looked it up then I was told if I dropped my Netflix that 10G would be way more than enough. Wrong, wrong, wrong. Also "bundled" is not bundled. I get a $60 invoice every month and i was told it was a $30 bundle beating my current cable internet at $45 which is unlimited use. I am so dang mad I signed up for this crap. Reset units every three to 4 days, can't watch the streaming movies I want, all of this is BS and lies and now Iam told I have to pay hundreds of dollars if I want to disconnect.
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Steve Frederick-VS1/Beam314, Champion

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I will never understand why people who have cable tv and internet available would ever sign on for satellite tv and internet service. I can't get cable here in the country, but if I could, I would be on it in a heartbeat.
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Joe Kallimanis

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I total agree If someone is using sat in town I would have to call them an idiot, as far as Sat company's charging a data fee is ridiculous I refuse to get satellite internet they rip you off around every corner. I asked why they started charging this fee and they said it was because it was not fair for one man to download 50 gigs of data and another to only get 10 gigs of data. What!? so because man one used internet and man 2 did not every one is getting screwed. I'm sorry that satellite company's are taking advantage of people that live in the country, but it doesn't cost them anymore to send data than cable. I wish cable would expand into these rural areas and eliminate these horrible satellite company's. 
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Alex, Viasat Corporate Communications

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That's just not true, Joe. Satellites have limited capacity, whereas cable is almost unlimited. We're always working on ways to improve our service, particularly the caps. We know people don't like them, so there's no point in our applying them if we didn't feel it was necessary to keep service good for everyone.

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