Service not as expected

  • 4
  • Problem
  • Updated 5 years ago
  • Acknowledged
  • (Edited)
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Will never recommend Exede to anyone I know or even don't know. Satellite usage was terrible. We went through our amount of usage in a couple days without performing much of anything. Then, the internet ran very, very slow. Will never go away from wired internet in the future. Also, customer service was not flexible and forced me to get on my roof in the winter to send a part from the dish or be charged another $200. Also, tried to email customer service for 3 months and never heard back. Was able to reach someone over the phone but again as noted not very friendly and appeared to only be after my money for cancellation fees. Go with any other carrier instead of Exede!
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Kurt O'Connor

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  • Frustrated

Posted 5 years ago

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JEP

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Sorry you had to learn the hard way, Kurt.  Satellite Internet is really only for those people that have no other choice (except in rare circumstances).  Having been a satellite user for over nine years, Exede has raised the bar considerably and is my first choice for satellite Internet.
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LumiBlossom .

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"Champion" = Paid to Lie
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david, Champion

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Back under a new name?
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Bobbie Blackman

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It's saturday that's when it always starts, The ignorant one shows up. Heres what REALLY bothers me about exede. @ midnight I will be giving them almost 4 gig. That is where they steal from me. Even tracfone has rollover. Other than that I'm a happy camper
(Edited)
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JEP

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I guess it gets lonely in mom's basement over the weekend.
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Steve Frederick-VS1/Beam314, Champion

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Just like clockwork, JEP and Bobbie. Got to love this every weekend. NOT!
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HMC1940

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Well maybe someday they will do rollover so you just add what you didn't use to the next month. Wait and see. Who knows. :-) but be thankful we don't have dial-up.
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Amy

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I too am not happy at all with the service.  I was told with the plan that I had that my kids would be able to play games online and we would be able to use our netflix but that is not the case.  We use all of our GB in a matter of a week and we did change the settings so that less usage would be used with netflix but that did not help much.  I don't want to get a higher plan due too the fact that I am already paying too much for the service.  I do not calling customer service because they lie and feed me a bunch of BS.  I tell EVERYONE that I know to NEVER use this service.  I just wish that I was not lied too when I signed up and now I am stuck unless I want to pay a HIGH cancel fee.  VERY UNHAPPY!!!!
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Susan B

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Hello Amy Alex will be happy to help you with any concerns. alex.miller@exede.com
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MaryT

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Worst internet service I have ever had. I should have listened to the little voice telling me "don't do it" when I signed up. I moved from out of state, had never heard of this company but was assured it would meet my needs. It did not. I could not stream items as I normally would. My monthly payments were much more than any other service I had used in the past. Then another move came my way. It was unexpected. The move was into another residence that had internet already in place. They still made me pay the early disconnect fee. Others have told me if they were in a situation like that, they just had to send proof of change of address and the early cancelation fee was waived. Then, I was supposed to send the equipment back. I was told they would send a box to packup the equipment. All they sent was an address label. I called the company. They said they would send a box. It took a couple weeks. I sent the equipment back. Today I received a charge to my credit card. When I called, I was told it was for the equipment. When they looked in their records they found that the equipment had been returned to them over a week ago. So now we will see if my credit card is credited. Lesson learned. Go with a name brand service, and listen to the little voice telling you to be careful!
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Knight Rider

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Mary,

I can definitely see why you're upset I would be too. That is strange that they just sent a label I cancelled HughesNet to come here and after my 30 day grace period was up to be able to reactivate my old account they shipdd me a box with instructions and I'm assuming they got it I haven't seen a charge on my card. Now I have heard before from people even with equipment from other company's that some times they miss that they got it back and you get charged. That being said send an email to exedelistens@viasat.com woth your account amd contact information amd reference this post and one of the reps here will get back to you and they can review your account and make sure the credit is applied for the equipment and you can talk to them about the cancel fee.

NR
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Bobbie Blackman

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What a nice response. I think this nice lady got the point.
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MaryT

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Thank you. I did call and my credit card should be credited, so I will catch for that. I will try the email you sent and see if they can help me with the cancelation fee.
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Knight Rider

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Yea send them an email and see if they can call you and review your account. The lvl of service you get from the three here is much better and more professional then any phone support!!
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Exede Beau

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Mary, I'm very sorry that you have had such a negative experience. It sounds like you may have been sold our service despite being in an area where cable, fast DSL, or fiber are available, which we generally do not do. Our service is aimed at rural users and satellite internet has limitations inherent in the technology that other types of internet service do not.

As for ViaSat and Exede, we have been in business since 1986 and operate satellite networks that span the globe. That being said, it sounds like mistakes were made and I want to make sure we correct them all. Please email me at exedelistens@viasat.com with your account and contact information and I will double check to make sure that you're refund has been processed. Please reference your post in your email.
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Exede Amber, Employee

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Hello Kurt, thank you for sharing your experience. I understand that we could not provide at this time what you need in your household. I hope that you find what your household requires with your new provider.
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Alex, Viasat Corporate Communications

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Keep it civil guys!
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LumiBlossom .

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Hey, you... Psst! I think you need to be civil!!
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Susan B

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Alex, Where were you the last 4 weekends when these people came in here swearing treating using filthy language? Being abusive to anyone that said a word. You were no where to be found! Now the very people that help a lot more people than you are chatting and you have the nerve to say / be civil /  These guys and gals help far more than you ever did and here you come throwing your lizard out on the table saying Look at me!!. Well we see you for just what you are. Go back under your shell. Be happy and have a nice weekend, because we will.
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Exede Kimberly

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Hello Susan, we are always working to improve the forum and to start we are trying our best to clean everything up. We have to maintain a level of respect and refrain from name calling etc, whether for or against our service. Please bear with us as we progress. Thank you.
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LumiBlossom .

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Kimberly, if you are going to ask for our assistance, then you must realize this is a two-way street and that you must set the example.

This means that any of the representatives that professionally point fingers, disregard issues, claim issues to primarily be the fault of the customer, and to demonify, demoralize or desensitize or goat the customers is considered disrespectful and harsh language.

Saying things professionally doesn't make the representatives immune to what the nature of their actual message is. Good luck changing yourselves to set the example.
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Bobbie Blackman

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I'm not so sure you can sneak in the back door with your kindness, Read his back profile comments Kim before you put a lot of stock into this, Maybe our weekend warrior.
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LumiBlossom .

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He said, she said. :) I know things. Weekend warrior? Ate you attacking me again? Bad on you.
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Susan B

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Thanks Bobbie I did not know you could look at back post. I just read his profile and you are right. Almost every thread is someone attacking him. It's all about him being attacked. That sounds familiar. And now the butter up, kiss up. I think Alex has just about sent all the Champions away, I always just stop by every afternoon to read the post but theres nothing interesting here. Now on the humorous side I think it would be funny if all the regulars just set and watched and stop helping anyone for awhile, just let the paid employees deal with it as Alex commented in a tread the Champions don't get paid there just here. We all know who you are lumi so just feel attacked if you like because you're about the only one that cares. Have a wonderful night. 
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LumiBlossom .

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Oh I'm sorry Sue, you think I was whining. That's convienent isn't it? The way I say things is asserted as a complaint?

I'm sure no one cares that the word attack is in a definition pertaining to each conversation in context. Thusly you have failed to take it as it is meant and perceive it conveniently.

There is an explaination for you. But you perceived justification didn't you?
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Bobbie Blackman

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What's not civil? Alex?  There are people here that really help the customers that come in asking for help, which in turn saves you a lot of time. I think this forum is truly respectful. As far as the same person coming in every weekend with nonstop complaints we have no control over that. Slap me if I abuse the forum. It's my option how I feel about giving exede 3 gig's this month when it should be rolled over. 
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Alex, Viasat Corporate Communications

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I was reacting to the comment about 'lonely in mom's basement.' There's no reason for insults on a forum aimed at helping people with their service.
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Steve Frederick-VS1/Beam314, Champion

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But it appears that it is fine for certain non-champions to insult others, including the Exede employees, and even you Alex, and use profanity use profanity.

Not a problem, the Champions will try to not post anything on the forum for fear of being reprimanded.
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Susan B

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This is unusual to see a employee just drop by and leave a negative comment to the people that are the only real hands on experts here. Your staff Alex know what they can do for a customer and usher them to their e/mail. They do so because they can not explain like some of the regulars here can. How can you compare comments ' lonely in moms basement ' which by the way was not directed towards anyone. Compared To Liars, thieves, jerks and thats putting it mildly from rude consumers pointed directly at the very people in this forum that give the hands on help ask for. Your staff also get that treatment and thats allright. I'm a exeid customer and have been helped in this forum in the past and think it's a crying shame the way the Champions have been treated. From both directions. I thank them for there help and understanding.
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Alex, Viasat Corporate Communications

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Susan, not sure what your issue is but feel free to contact me directly at alex.miller@exede.com
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Susan B

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There is no issue Alex Thanks for being concerned. I'm fine. You have a customer waiting or I guess I can help out and send her to you. Thanks again for caring.
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Bobbie Blackman

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Well I sure hate it that Kimberly is not monitoring this site any more. I hope shes happy at her new job. I notice response time is around 10 hours, Guess this is called ''heck in a hand basket'' good show Alex.
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Exede Beau

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Kimberly is great, as is the whole team. Don't worry, we'll win you over! ;) Let us know if you need anything and thanks for all that you do!

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