We must be a poor area for service

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  • Updated 9 months ago
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  • (Edited)
I would like to cancel my service. I only have 1 bar and none of our smart tvs can even recognize the service. The tech mounted out modem in the attic of the garage. Another tech came out to try to fix or give ideas, and although he was wonderful, he, too, admitted that there was no way to remount the modem unless we had an electrician to be contracted. This service does not work for us, and is unusable. I work on my computer out of my home office everyday. I have used my hotspot on my phone becuase this service has been so poor. Please contact me to have this service contract cancelled. Thank you,Shana Neely [phone number removed for security]
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Shana Neely

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  • frustrated

Posted 9 months ago

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Bev, Champion

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Shana, this is a public forum, not a direct way to contact Exede. They will need to speak with you to cancel your service so, you need to call 855-463-9333.
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Shana Neely

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I called and they did not support the issue. They say I cannot be excused from our contract (24 month) - this is wrong. Want me to purchase additional equipment to try to "fix" the issue.
I wish I could have reported a more position experience. It was awful.
:-(
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VeteranSatUser, Champion

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It sounds to me that you are complaining about the built-in routers signal strength, not service itself. Then I have to ask, why can the modem only he placed in the attic? Cable length? And why would you need an electrician to change where the modem is placed? Sounds like a strange installation to me.
(Edited)
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Shana Neely

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I do not know - this is what the Excede technician suggested. There is a 150 ft max length and I guess that is why they placed the modem where they did - buy why in a garage attic? We can't even physically connect to it. the 2nd tech came out and explained that I'd have to have an electrician run cable but couldn't assure me it would work.  Suggested I purchase boosters/extenders as well. The add'l cost is not worth the risk in my opinion.  I am so saddened by the lack of customer support here. 
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Stephen Rice

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Why would you put a modem in an attic?  Attics get hot.  Heat will destroy an electronic device.
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Shana Neely

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Exactly - why would they?  I wasn't there and my husband (he doesn't understand technology) was onsite but trusted that the tech would "do what was right' . I was traveling for work and never in a million years would have thought an installer would have done such a thing. I was appalled. We can't even connect through a cable because it is in the garage attic!
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VeteranSatUser, Champion

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Not to mention how would you ever unplug the modem to reset it.  Sounds to me like the installer didn't want to run the cable properly to an accessible location in the house. 
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Shana Neely

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I agree. I have called so many times; had 2 techs out; and spoke to a supervisor today. Because my modem is "live" they will not let me out of my contract. Please beware of this company. I am saddened that customer service could be lowered to this level. 
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Andy Schack, Champion

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And situations like THIS ladies and gentlemen is why I do all my own installs.

You should NEVER install a modem in an attic or even a garage for that matter. The variations in temp and humidity are a sure fire way to cause an early failure.

Andy
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Matt B, Viasat Employee

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Which is why you're not on my naughty dealers list, Andy. :-)

(former Partner Support agent here)
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Andy Schack, Champion

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Matt, I think you were one of the agents my sister-in-law loved to get when she called. Her name is Erin and my business name is Clear Choice Satellite. Ring a bell?

Andy
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Matt B, Viasat Employee

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Clear Choice Satellite does, yes.  Couldn't say Erin does though.
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Shana Neely

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And you are ever SO SMART! I just wish I had chosen to be home during ours (I was traveling with work). I am simply dumb-founded as to why a technician would have done such a thing. Now, I get no support except to spend more money to "see" if it gets better. No deal
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VeteranSatUser, Champion

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I am willing to bet bad installs cause the top complaint against the Exede service as they can cause so many issues. Improper grounding, poor dish alignment, improper cable, etc.

A lot of installers can become Exede certified. Whether they follow the guidelines is another story.
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xode0000, Champion

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I will second VeteranSatUser  here, and would also like to add poor location servicing to the list of issues that 3rd party installers can cause.  For example, the installer that originally set up my Exede service tried to tell me that I should be "thankful" that I only had to wait a week for a service call when my internet service went completely out about a month after it was installed since he had seen cable companies leave their customers without service for 15 days.  Needless to say, I looked for and found another installer that agreed to give me a next business day service call if my internet service were to go completely out, and then had Exede switch me to that other installer.
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Andy Schack, Champion

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I would strongly suggest that if any of you know someone wanting to get Exede installed that they go to exede.com and use the local retailer look-up feature. Look for the retailer that is at the TOP of the list...Exede tends to rank retailers by their track record. A local retailer is typically going to be MUCH more concerned with keeping you happy because they are going to want you to refer customers to them.

Andy
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Shana Neely

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I've had a bad experience with the installer, with the customer support and supervisor.  I am simply amazed that a company like this can even stay in business.
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xode0000, Champion

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@Shana Neely

It looks like you received a totally botched installation.  You should be able to get another technician to come out at no charge and install it properly this time.  I do know that Exede service can be made to work great because it does for me.  If you can't get results at 855-463-9333, you can email exedelistens@viasat.com and have them get your install done right for you.
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Shana Neely

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thank you, Michelle. I would have thought so, but we did have another tech to come out, and he. too, agreed that the service in our location, may not be better. I'd have to go to major expense (electrician to run wiring, purchase extenders/boosters)  to even "see" if it might get better. The company won't excuse the 24 month contract even knowing that.  Amazes me.  We have 22 months to go, paying $70 per month for something we can't even use. Makes me sick to my stomach to me honest. 
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Michele

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When our Internet was installed, the installer didn't use a long enough cable so instead of the cable running along the edge of the roof, it runs right across the middle.  Is that normal?
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Andy Schack, Champion

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No, that is a sure fire sign of an installer not wanting to take the time to do a proper installation. I take it by your statement "runs right across the middle" that you mean he draped the coax across the roof's surface to go from the front of the house to the back.

Andy
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Michele

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The dish is on the far end of the garage towards the peak. The cable runs across the roof down to the eaves and down to the crawl space.. The modem is not in the attic. But if we use a roof rake for snow we have to be careful not to get the cable caught.
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xode0000, Champion

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But if we use a roof rake for snow we have to be careful not to get the cable caught.
As Andy Schack said, that is a sure fire sign of an installer not wanting to take the time to do a proper installation.  It's only a matter of time before something does catch on that cable.  Why didn't the installer run the cable in the attic under that roof and down to the crawl space?
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Michele

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We have a manufactured home with no attic. The cable runs to the corner of the house and down to the crawl space.
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Andy Schack, Champion

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I install systems on quite a few manf homes. The proper way to run the coax from a peak install would be to run the coax in the J channel if it has vinyl siding. I've done several lately that have that cement board siding. In that case I use screw clips and run the coax along the corner where the soffit meets the wall and then down the corner board. Following an existing straight line helps the coax to "blend" and not be so noticeable.

Andy
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Matt B, Viasat Employee

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Pretty much what everyone has said.  It sounds like a bad install.  The modem should not be in the attic, where it is exposed to temperature changes.  

Call into Customer Care, as Bev suggested, but before asking to disconnect, request a tech come out to take a look.  
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Shana Neely

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Thank you, but I've tried. I've probably spent 4 or 5 or maybe even 6 hours total on the phone talking to customer service and even a supervisor, and they just want me to buy more equipment (a stronger router or extender/boosters) to make it better. I'm not willing to do that when I am already paying $70/mth for limited access. Currently I get 1 bar directly under the garage attic where the modem in mounted.  This isn't right and it is absolutely poor service. I've been in the service industry for 30+ years and I've never experienced such pushback.  
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xode0000, Champion

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May I recommend the following:
  • The customer service people you have been talking to are 3rd party script driven filters that don't work for Exede and obviously haven't done what it takes to fix your problem.  Instead, you can communicate using exedelistens@viasat.com which is monitored by people who do work for Exede directly.  Exede Brad, requesting your assistance here.

  • Next, we need to find a local dealer that will come out and do a proper install for you so that you get the Exede service you deserve, which would then be the Exede service I am currently getting.  Obviously, the local dealer that did your current install doesn't care about giving you the service you deserve, so you need to change to a local dealer who will do a proper install for you.

  • By proper install, I mean the Exede modem is in your house, at a location that is roughly at the center of where you have all of your devices that access the internet, and that all of the necessary cable is provided by the local dealer to connect the modem to the tria on the dish, wherever that might be located.  Contrary to what the customer service people have told you, you do not need any additional equipment.  If the install is done properly, the equipment you currently have should work just fine.  Please keep in mind that the cable between the modem and the tria needs to be at least 40 feet.  If less cable is needed to get from the modem to the tria, then the excess length needs to be neatly rolled up and put next to the modem.  Your current local dealer claiming that an "electrician needing to be contracted" is a load of garbage.  Neither the Exede modem nor the tria are hardwired into the house's electrical wiring, so no electrician is needed, period.  This is yet another reason you need to change to another local dealer who will do your install properly.

  • You need to do what is called a sales channel change.  However, you first need to find an Exede dealer that will do a proper install for you.  The following URL should pull up the list of local dealers for your location: http://www.exede.com/locate-a-dealer/?zip= <enter your zip code here>.  The local dealer need not be located right where you live.  A local dealer could be as far away as 100 miles (or more) and still be willing to service your location.  Then, you can call each of those dealers until you find one that will do a proper install for you.  Once you have that dealer, get that dealer's Exede sales ID # and then email exedelistens@viasat.com to get a ticket opened to do a sales channel change to that dealer.  If you include in the email the Exede sales ID # for the local dealer you want to change to, as well as that local dealer's name, address and phone number, it will very greatly speed up the sales channel change.
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Shana Neely

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Thank you for these suggestions. I agree with all and the proper installation is all we could ever ask for (other than the fact that we can actually use it - right now none of our smart tvs can pick up even one bar although they see my neighbors wifi with 3 bars and he is 3 acres away). I honestly just don't think this device is the right one for us. I can't imagine going through this ever again for silly internet service. I am just ready for it to be over.