Service not as expected

  • 4
  • Problem
  • Updated 5 years ago
  • Acknowledged
  • (Edited)
Archived and Closed

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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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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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