Wanting to disconnect

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  • Problem
  • Updated 8 months ago
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  • (Edited)
Come take your satellite down. You put the bolts in our shingles, not us. Your internet sucked from the first hour it was installed. We aren't climbing on the roof to take your equipment down. Someone from Exede will come in a MARKED truck with a technician who shows ID. FOR FREE. Thank You!
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Katherine Sheridan

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  • Swindled

Posted 1 year ago

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Old Labs

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Send an email to exedelistens@viasat.com including your account and contact information (don't post here since it's a public forum and your account here isn't tied to your Exede account).

Your fellow customers here (satisfied or unsatisfied as them may be) can't help you with this matter.
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Katherine Sheridan

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Thank You.
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ccar

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Katherine, you are right. The home owner should not be responsible for taking down their equipment. That is unsafe.
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S Mills

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I agree.  Katherine, I have been a loyal Viastat customer for six years, and as others have stated, it works - though I feel it was way overpriced for the service .  My monthly bill ran $110 for high speed, and the service did disconnect from the satellite often.  They did send a service tech out who checked a few connections and didn't even want to check the dish or equipment on the roof.  I insisted they did while they were here, after all, they were being paid for a "service" call.  It was a complete waste of time and offered no answers or solution to the disconnect problem - I just had to live with it.  So as addressed in this thread, be aware that service can disconnect from the satellite, and in my case, it was often.
Recently high speed internet became available in my area through the phone company at a fraction of the cost, so I had it installed.  I tried it for a month before calling to cancel my service with Viastat.  When I called to cancel, I was shocked to find out that this 55 year old woman was expected to climb up on my three story roof in winter to remove four screws from the tria to return it or pay a $99 "service fee" to have a tech come out and do it.  Those of you who are current customers, please understand, this is what they tell their customers. Pay the fee or climb up on your roof to disconnect it yourself.  They claim this fee was in the contract when I signed up for the service - something that was not disclosed at the time it was installed - just want others to be aware.  Also, after disconnecting the service, they have continued to bill my credit card for service I do not have, at $110/month.  I have taken that aspect up with credit card company and reported this to the BBB.  As a loyal customer for so many years I am very disappointed.  Don't be so hard on Katherine, it is ridiculous to be expected to climb up on your own roof to disconnect the tria when they didn't expect you to climb up there to install it yourself.  Just sayin'... it is unsafe.
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Brad, Viasat Employee

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This is an old thread but I did want to address you. Typically if you contact us at viasatlistens@viasat.com we will work with you.
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VeteranSatUser, Champion

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Love reading these rants from people who apparently didn't do their research on what to expect or have too high of expectations for satellite internet.

There are those of us who get along with Exede just fine. Just need to know it isn't going to compete on par with cable internet.
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Katherine Sheridan

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Correction: My husband didn't do his research. Exede sucks though.
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James E Besser

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katherine why didn't you do the research so your mad at him and mad at exede. And Demand the dish be taken down for free. they take it down for a fee. not free. you need too relax. seem very mad theres holes drilled in the roof need too be plugged.If they take it down. nothing more (not free ) they won't fix the holes So make sure the bolts get put back in So you handle you next internet deal Good Luck
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Old Labs

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All this could have stopped 22 hours ago with her thank you - let it go and Brad can handle if she contacts him.

It's a nunya...
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Old Labs

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She came in here thinking this was a direct support forum, James.

She was upset and we know nothing about the circumstances. Let's suppose holes were drilled in her roof and it had not been explained to her - I too would be upset but my last dish move I went up on the roof myself with my installer despite my telling him where to mount (non-roof and the DISH dish is there) . When he started tapping around on the roof looking for studs/rafters I screamed at him too and used some language you would classify as being a potty mouth.

Sometimes you have to let people's emotions slide - she was clearly upset and there was nothing any customer was going to say to de-escalate.

She was informed what to do and responded politely that should have been the end of it.

As for the champion question, it's been answered elsewhere - do a search.

But briefly, because I get rid of it every chance it's awarded to me - finally I think the moderators have caught on to how I do that and simply don't award it again knowing its an exercise in futility.

As for the number of posts, the volume comes and goes depending on what I'm doing. In recent weeks, sitting in front of this computer provides me the best vantage point in watching my bluebird nesting boxes - several pair have deccided they have time for one more brood - I'm keeping an eye out for the black rat snakes - one more week to fledge.

Yeah, you got it..

P.S. Here's where the full answer to your champion question can be found:

https://community.exede.com/exede/topics/i-am-at-a-loss-for-what-to-do-here?topic-reply-list%5Bsetti...

Let Brad de-escalate - it's his job - if she needs help after that from her fellow customers she'll return.

Finally, it's been my experience that the last thing you tell an angry woman is calm down... it usually has the opposite effect.
(Edited)
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Old Labs

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Once again some creative deleting leaves some probably wondering what I'm referring to in the above post - I guess you had to be there!  
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fmj77

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If it sucked from the first hour it sounds like you had a bad installation.
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Jim16

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Exede of course doesn't suck.  You are mad that you aren't getting the type of internet that you think you should be getting.  This forum is to help people get the most from this satellite service but that can't happen if you don't say what sucks about your service.  My service is excellent.  The question then is why isn't yours?  If you just want to throw a tantrum, then it has been thrown and we can go back to enjoying our Exede internet service.
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Bev, Champion

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I agree, Exede/Viasat is great for me. Sure as heck beats the alternatives around here. (that would be cellular with one bar of 1x service, if I'm lucky - if not 2 bars of NO DATA support service. Oh and, if I wanted to get a really long extension cord and, take my computer out in the pasture about 300 FT form the house, I can have one bare of LTE service.)

Of course it hasn't always been great, always better than no internet but, I didn't throw a fit without at least stating why I was throwing a fit about my internet and, with some learning and, a few easy to use tools on my side - it's great.

Like life itself, Satellite internet service is what you make it to a large extent. If you just want to go blazing across the web without a care for how much data what you are doing is using, and expect Maximum performance under absolutely all condition it probably won't seem to work very well for you. On the other hand, if you are willing to spend a LITTLE time learning and, employ a few simple tools and minor internet behavior changes on your part, satellite internet is a great service to have.

I email at will, am active on forums, social media, even watch live streams now and then, watch how to videos, upload, download, play games etc... All happily running along without a hitch and, without going over my data limit 99% of the time. I simply prevent my devices form downloading updates I don't need, block media I don't need to see from loading on webpages, keep malware, adware and such OFF my devices and, pick and choose which streaming media is most important to me that month. (Like the Viasat 2 Launch in June, a 2 hour game stream a friend did in July, Live from Gamescon stream with the same friend this month and, a bit of the Total Eclipse stream tomorrow.

If you tell us what is wrong, we can probably help you fix it.
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Brad, Viasat Employee

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Hi Katherine,

If you email us at the email address posted in the above replies we can help you and go over your issues with the company. Hopefully this is something we can fix, but if not and you're wanting to cancel we cannot cancel the service for you via that address. should you wish to cancel you'll need to call us at 855-463-9333. But like I said we're more than willing to work with you if you email us at exedelistens@viasat.com (most likely will be working directly with me)
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James E Besser

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1 hour she is unhappy standing by see whats going on why she's unhappy. can you please her Brad. things need too cool down about this matter
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outlaw2u2

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Exede is really nice for country people, Left Hughesnet For Exede Freedom 150. I choose to live in the country.
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Jim, Champion

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The key word in your comment is "choose." Many people act like they believe internet service is one of our 'inalienable rights" and want to dictate the business plan of ViaSat/Exede. The truth is you can choose to not have internet service, change your line of work, or move to town. We should be thankful for the privilege to be able to make these choices. Most of the world cannot. We also need to remember the primary reason ViaSat/Exede is in business is to make a profit for their shareholders. Of course to do this they have to provide a service people want at a competitive price but making a profit will always be their primary goal.
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Brad, Viasat Employee

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exactly! Having space, privacy, small communities and quietness makes living in the country very enticing but some luxuries aren't available like DSL or Cable or short commutes to work (although I could do without traffic). 8 years ago satellite internet was only slightly better than dial-up. I think Wildblue topped at 1.5mbps and it now can go up to 25mbps. For someone that may be used to DSL or Cable and going to satellite internet I think that's where a lot of frustration comes in because that interenet technology basically evolved internet expectations (streaming is now a norm compared to like 4 years ago). We're getting there, just takes new satellites to be built and developed. We're super excited about ViaSat 2 and the ViaSat 3 plans that should follow a few years after.
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Old Labs

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I'm anxiously awaiting the new 150 YB (Yottabyte) plan with free zone ;)

I do recognize however that this will require the launch of Deathstar-1 and will await Elon Musk's Falcon Obese Extra Heavy...      
(Edited)
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Steve Frederick, Champion

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I certainly love living in the country, and have for most of my life, except for my college years. I went from dial up to the Wildblue basic plan, 7.5 GB, rolling 30 day cap, and 0.5 Mbps. Within a few years, websites started getting bloated, and my on line banking site started to take 2 minutes to load, so I went to the 1.0 Mbps plan. When Exede was available, I gladly switched, and was elated with those quick loading websites, and the ability to watch a YouTube video without buffering.

As technology advanced, so did the amounts of data websites required.

ViaSat 2 will certainly be welcome, and the later ViaSat 3 and ....

Thanks to ViaSat for keeping up with technology so us country bumpkins can enjoy what the internet has to offer.
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VeteranSatUser, Champion

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Freedom is superior to anything Hughesnet can offer right now, and Viasat's advanced technology hasn't even came online yet! A year from now Hughesnet isn't going to come close to what Viasat can offer. But I am sure some people will still complain about the service :)

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