Billing trouble

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  • Updated 4 years ago
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  • (Edited)
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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 4 years ago

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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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david, Champion

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Very few can get the Freedom Plan, it's only available on beams that are under utilized. There's only so much data that can go through the satellite and most of the beams are overloaded now (look at all the slow internet complaints on here).

If you're using over  25 gigs, you're not streaming video and it's mostly just one person you have something else going on and need to read the data conservation post Exede put up here.

Edit - I just saw your complaint about your beam being slow. If it's slow now, can you imagine what it would be if everyone got 150 gigs??? In that case you might as well not bother to plug your modem in, you wouldn't be getting any use out of it anyway.
(Edited)
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Elaine Fields

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Exede Customer service is always telling me they can tell what my router is telling them, so Exede should be able to tell me what the problem is.. 25GB I always go over the limit.. We even change our password once or twice a month.. and it is a VERY long password.. Numbers symbols ect.. not easy to hack into. I'm telling you no streaming movies, you tube (if so very little clips from FB) hubby is on about 5 min a day.. We have one of the best routers there is...so you tell me what the problems is please.
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Old Labs (VS1-329-L12FZ)

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Elaine,

Share some information regarding your setup... operating system and version, browser and any browser add-ons, router brand and model, number and type of devices connected to router, etc. Each has it's own ways of consuming data in the background without your knowledge and corrective actions are specific to each. At the same time it's no longer enough to simply say you don't watch videos both YouTube and Facebook are capable of pre-loading videos even though you don't click play to watch them and that also holds for a growing number of web sites.

Without details you'll wind up getting a number of suggestions (often confusing) that don't apply to your particular circumstances and an endless game of 20 questions.
(Edited)
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Elaine Fields

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Excede is the one who told me that they could tell where my data was going.. I've changed passwords and also unplug my motem when not using. For some reason it's just happening with exede.  Customer service also told me they were going to unlimited after the first of the year.. now they say NO WAY!.. I guess Exede Customer service needs to have a weekly meeting.. not sure they know what they are doing.
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Old Labs (VS1-329-L12FZ)

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Exede (actually Viasat) can only provide you with a very general categorized breakdown of where your usage is being incurred. While that breakdown can steer you in the right direction, there's insufficient detail to pinpoint the root cause. They have no real access to anything beyond your modem - if they did then everybody would (and you have a much more serious problem). Everything beyond your modem is your responsibility for all intents and purposes.

They can only determine whether your modem is displaying symptoms that it or your installation is faulty and causing excessive usage but that's about it.

Turning the modem off while not in use should incur no usage while it's turned off, but the only real way to check that is to use an alternate service provider while it's is off and periodically check usage while it's off - usage reporting by the modem is simply delayed while it is off and typically occurs every 15 minutes while the modem is on (but the interval between reports can be longer).         
 
(Edited)
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Elaine Fields

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Well, I'll just be glad when and if they can go unlimited then won't have to worry about any of these problems.. and also be glad when your employees get more knowledgeable as to what is going on.. I get a different answer every time. .. One being after the first of the year they are going wireless..ect... ect...
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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!

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