Billing trouble

  • 1
  • Problem
  • Updated 3 years ago
  • In Progress
  • (Edited)
Went with Exede for the Freedom plan at 150 gb for $89 including voice. INCLUDING. I have the email of this confirmation. Unfortunately, every month since we have started with Exede we have been getting charged the CURRENT promo which is $30 more. How can you get this mixed up and not fix it after I call EVERY month? I just do not understand this company.

Problems since the beginning. Called, placed an order, and then made an appt for installation. It took THREE WEEKS TO INSTALL our service! I called everytime they did a NO SHOW. 3 no shows?! 4 maybe? I was just about fed up with them. So, finally got interenet installed. Slow speed, installer didnt install our phone (had something delivered to house for us to install ourselves), wont connect to our masterbedroom's tv, and wont let you sign into netflix if youre close to your limit. Next to these complaints calling customer maybe the most frustrating thing.

I feel bad for exede's employees because they sound like friendly, sweet, patient people but you can tell there are a lot of restrictions and rules they have to fiercely abide by. I go through the SAME song and dance with every rep. In the end not only have I been on the phone between 1-2 hrs but I dont ever talk to a manager anymore it seems? The rep puts me on hold while she/he and a manager credits me with proper amount and gets back on the phone with the appropriate charges i should be getting every month. It. Is. EXHAUSTING.

I dread calling for this month and that is why I am on here. To keep a record and to just copy and paste this script to recite to the next rep. Maybe someone from Exede will even respond to this post?
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Frannie

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  • Frustrated, exhausted, annoyed

Posted 3 years ago

  • 1
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Elaine Fields

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OH WOW!!  I would love to have Exede 150GB for $89.00....It is satellite so why can't I get that deal. I am paying $130.+ ( because I always have to buy more) for 25GB. 25GB is not nearly enough for me. I don't watch movies.. I'm the only one who uses the internet for the most part (hubby uses it for the google maps for about 5 min a day.) I would love 150GB for $89.00 Please Exede,, Someone told me on the phone fro Exede that they were going to go unlimited.. now they say NO WAY.. I would be satisfied if I could get 150 GB... at $89.00 and here lately my speed has slowed down because they say there is so much traffic in my area... "WHAT" shouldn't be my problem... Come on Exede it seems your not listening to customers.. your gouging me because your the only one's that come out here. Please
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Knight Rider

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only way they could go unlimited would be to launch like 3 more ViaSat-2 satellites so you would have 4 ViaSat-2's and 1 ViaSat-1 servicing north-america 
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Elaine Fields

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Well then double my internet from 25GB to 50GB not counting the vampire hours. For what I'm paying I should at least be getting that and with good speed.. which I normally have but here lately they say has been congested.. I don't know why all of the sudden.. but 50GB would be great with high speed.
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Knight Rider

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I get everyone wants more data, the issue being the more data everyone has the more they are going to he on the internet and the more videos they will be watching. So you complain about congestion now but if the add more data and people start watching more videos thats just going to lead to more congestion and more overloaded beams. So ViaSat has do conenstenly do a delicate balancing act of making customers happy but not overload their network.
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Knight Rider

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Also another thing to consider with my other comment about more satellites. Each one costs between half to three quarters of a billion dollars to build and launch. Then you have the money needed to maintain the ground network and operate the satellite so it is a very expensive process.
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Kenny Shelton

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And that's mostly tax dollars
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Diana, Viasat Employee

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Hi Frannie,  I do understand your frustration. I would love to look into the bill issue and rectify the
situation. Please send your account and contact information to
exedelistens@viasat.com. I am here to help and will make sure this is corrected going forward!