Warning - you cannot "move" your internet service to fulfill your contract

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Why am I being charged an early disconnect fee when I had Exede in Northern Arizona and MOVED it to Phoenix. It's not MOVING it when you have to sign a NEW 2 year contract!!! I have been an Exede customer for OVER 3 years and am being charged an early disconnect fee because I have only been in this house for 18 months.
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Lynn

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Posted 1 year ago

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J&J

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The first problem I see here is you stating you have been a customer for over 3 years.  This became a problem when you said you were being subjected to an early cancellation fee.  Service contracts are for 2 years so you should be out of contract by more than a year.


I do agree that moving, especially very close to where a person is already, should not require early termination fees if they are still under contract if service is to continue at the new address.  It is the person that has the contract, not the house.  A service call charge, despite having EZcare would be in order to align the dish at the new location.

 

(Edited)
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Bev, Champion

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Here I have to agree with  Craig. if you move before the end of your contract, yes, that account will need to be closed, equipment returned and, a new account established at you new address but, to me, IF you do that within 30 days then, your early termination fee should be waived.

I know that is not policy but, it would be a good one to institute. The move wold still mean a new install and, a new 24 month commitment but, you shouldn't be charged termination fees if you establish the new account within a month of canceling your old account.

to Craig: 18 months at the address that is being charged the termination fee which is per contract, 2+ years at the former address, no termination fee there as I understand it, for whatever reason the service at the NEW address is being terminated and a fee being charged.
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Lynn

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When I moved from my old address to the new, I actually had to take my equipment with me and have it set up at the new address - that is not termination, that is continuation of the same service.  I should not have to sign a NEW 2 year contract in that case.  Had I terminated and then had a reinstall at the new address, I wouldn't have a problem with this.  But, I have been a customer of Exede with the SAME equipment for over three years - there should be no early termination fee because I have only been here for 18 months as it should have continued from the old address!

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Old Labs (VS1-329-L12FZ)

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Did you go solely through a local installer at that time? If so, therein would lie the problem, the installer not following the process or simply misleading you  - as far back as I can remember the a "move" involved: returning the old equipment, getting new equipment and a new 2 year commitment. 

Contact exedelistens as noted by Diana below - she'll track it down.
(Edited)
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Evelyn Johnson

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charging a fee for leaving a underhanded internet service is not wrong !! i was treated that way then offered a early exit for 150 dollars the first week because they don't tell u up front the shitty end of the deal u are getting!! im sure they knew messing with a senior citizen that way would cost them!!!
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Evelyn Johnson

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one more way to cheat the American suckers!!! President Trump should be notified!
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Diana, Viasat Employee

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Hi Lynn,  If you moved your Exede Internet Service, you should not be charged for early termination fees. If your had service with ViasSat for over 3 years, there would be no early termination fees, as your contract would have been satisfied.
Please send your account and contact information to exedelistens@viasat.com so we can review your account. If you were charged in error we will certainly rectify the issue.
(Edited)
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Lynn

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Thank you, Diana!  Exede needs more people like you!  And I agree with Ron!  The phone end of Exede customer care is seriously lacking! 
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Evelyn Johnson

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shame on the sneaky underhanded way to get people to sign up
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Ron D Stricklin

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You have to be exceedingly careful when talking to the phone end of Exede customer care. I don't know why there's a difference but unless you are in a situation like here, where exede might look bad, then they don't really wanna take care of you.