Installation issues

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  • Updated 4 years ago
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EXEDE....ANOTHER "CONTACT ATTEMPT" SENT VIA EXEDE'S
WEBSITE "CONTACT US FORM" FOR ASSISTANCE IN PAYING MY BILL, IN ADVANCE NO LESS,
AND GETTING WHAT I WAS SOLD.

8-29-2014

 

I
HAVE BEEN TRYING TO GET THROUGH THE PORTAL PROCESS TO VIEW MY BILL FOR
SOMETHING, YOU KEEP SENDING INSTRUCTIONS, (TWO DIFFERENT SETS, EXEDE, WILDBLUE)
THAT DO NOT WORK. PLEASE, PLEASE, PLEASE SEND ME THE DIRECTIONS TO VIEW MY BILL,
SO THAT I WILL AT LEAST KNOW WHAT YOU SAY I OWE, AS I STILL DON'T EVEN HAVE MY
PHONE SERVICE. YOU WERE SUPPOSED TO BE HERE ON 8-9-2014 TO INSTALL THE INTERNET
AND THE PHONE, AND THE TV SERVICES, AS I HAD ALREADY PAID FOR THE EQUIPMENT
SHIPPING. YA'LL NEVER SHOWED UP THAT DAY, NOR DID YOU EVEN BOTHER TO CALL. I DID
MANAGE TO GET ANOTHER APPOINTMENT, BUT ONLY FOR INTERNET INSTALL, AS THE TECH
SAID THE PHONE COMES FROM SOMEONE ELSE. YOU SENT ME THE HOOK UP EQUIPMENT FOR
THE PHONE, BUT SAID IT CAN'T BE ACTIVATED UNTIL SEPT.3RD!I HAVE TRIED CALLING
FOR HELP, BUT NO ONE EVER ANSWERS, HOURS OF BEING ON HOLD, WEEKS OF NOT GETTING
RESPONSES. I SIGNED AN ELECTRONIC PAD FOR A $50 POST FOR THE INTERNET DISH, AND
THEN MY WIFE CALLED TO ASK WHERE THE PHONE WAS AND SHE THEN WAS TOLD THAT I HAD
JUST SIGNED A 2 YEAR CONTRACT! THE ONLY WAY THAT COULD HAVE HAPPENED IS IF YOU
HAD ADDED A CONTRACT ABOVE MY SIGNATURE FOR THE SATELLITE DISH POST! WHY WOULD I
SIGN A 2 YEAR CONTRACT WITH YOU WHEN I WAS SUPPOSED TO GET PHONE SERVICE WITH MY
NUMBER PORTED OVER ON 8/9/2014, AND YOU HADN'T EVEN ORDERED IT YET? A SIGN IN MY
NEIGHBORHOOD THAT SAYS EXEDE IS HOW OUR INITIAL CONTACT WAS MADE, YET I KEEP
GETTING OTHER NAMES LIKE WILD BLUE, VIASAT, ETC. I PAID DIRECT TV WITH NO
PROBLEM OVER THE PHONE. WHY IS THAT BILL SEPARATE IF THIS IS A BUNDLE ACCOUNT? I
NEED SOME ANSWERS, LIKE WHAT I A BEING CHARGED FOR, AND WHO IS RESPONSIBLE FOR
FRAUDULENTLY ADDING TERMS TO MY SIGNED AGREEMENT TO PAY $50 FOR A CHEAP METAL
FENCE POST TO PUT THE INTERNET DISH ON? WEEKS OF MISERY, STRESS AND NO SERVICE
FROM YOU AT ALL!!! I WOULD LIKE TO KNOW WHO REGULATES YOUR BUSINESS, FCC, DPR,
ETC.? I HATE TO MAKE COMPLAINTS TO OUTSIDE AGENCIES, BUT SINCE WHAT YOU ARE
SELLING ME ISN'T WORKING, AND YOUR DIRECTIONS DON'T WORK, AND I HAVE TO PAY YOU
SINCE YOU DECIDED TO ADD TERMS TO MY ELECTRONIC SIGNATURE, I HAVE TO COMPLAIN
AND MORE. I AM TIRED OF FAILED PORTAL CREATING, TIRED OF NOT HAVING A PHONE,
OTHER THAN MY CELL, WHICH YOUR INTERNET TECH HAD TO USE TO SET UP MY INTERNET.
YOU CHARGE EXTREMELY HIGH RATES FOR THESE SERVICES, GIVE NO SERVICE TO MY NEEDS,
GIVE INSTRUCTIONS TO CREATE "PORTAL" ACCOUNTS THAT DO NOT WORK, TECH REFUSED TO
TAKE CASH,A CHECK, DEBIT OR CREDIT CARD WHEN HE 
WAS HERE, INSTEAD FORCING ME TO SIGN FOR THAT $50 POLE, THEN ADDING
CONTRACT TERMS AFTER I SIGNED! WE NEED TO WORK TOGETHER TO RESOLVE THIS. MY WIFE
TRIED TO SET THIS ENTIRE DEAL UP PRIOR TO OUR MOVE INTO OUR NEW HOME, AND WE ARE
STILL BATTLING YOU TO GET WHAT WE THOUGHT WE HAD ORDERED THROUGH YOUR SALES
TEAMS, WHO WERE SO VERY GOOD AT CALLING BACK SO MANY TIMES. I AM NOW DEMANDING
THAT SOMEONE CALL ME AND WORK WITH ME IN ORDER FOR ME TO UNDERSTAND YOUR BILL
AND UNDERSTAND HOW TO PAY YOU. OF COURSE, THIS IS ALL COSTING ME FOR CELL PHONE
USAGE BECAUSE OF YOUR INCOMPETENCE, I HAVE NO HOME PHONE SERVICE YET. WE AREN'T
YOUNG PEOPLE, I AM DISABLED, PHYSICALLY AS WELL AS HAVING SOME MENTAL
DEFICIENCIES, AND IT IS STRESSING ME MUCH MORE THAN ANYONE SHOULD EVER HAVE TO
FEEL IN ORDER TO PURCHASE SERVICES, ESPECIALLY SERVICES THAT ARE SO CRITICAL TO
MY LIFE. DO YOU HAVE ANYONE, JUST ONE PERSON, THAT CAN ACTUALLY CONTACT ME,
EXPLAIN THE BILL CHARGES, EXPLAIN HOW TO NAVIGATE THE PORTAL CREATION AGAIN,
PERHAPS IN A WAY THAT WILL WORK, OR DO I NEED TO START ATTEMPTING TO LOCATE SOME
GOVERNMENTAL SERVICE AGENCIES TO ASSIST ME? IF YOU AREN'T THIEVES, YOU'LL DO
YOUR BEST TO HELP ME. IF YOU CAN'T GET ME INTO A WORKING CUSTOMER PORTAL,
INSTRUCT ME TO READ MY BILL AND ADVISE ME WHAT I AM TO PAY FOR, WHEN, WHERE, WHY
AND HOW, THEN HOW COULD YOU POSSIBLY BE SELLING ME ANYTHING BUT
WORDS?

352-445-6653 IS MY CELL NUMBER, BUT IT IS COSTING ME TO
USE IT, SO PLEASE BE CORRECT WHEN WALKING ME THROUGH YOUR PORTAL PROCESS. I
UNDERSTAND YOU ARE A PAPERLESS COMPANY, ARE YOU PERSONLESS
ALSO?        tonygatzey@gmail.com

PS: YOUR INSTALLER TOLD US HE "BURIED" THE CABLE FROM THE SATELLITE DISH TO THE HOLE IN OUR HOUSE HE HAD TO DRILL TO INSTALL THIS SERVICE. WELL, AFTER HE LEFT , IT RAINED AND WHAT DO WE SEE, AN ORANGE CABLE SITTING ON TOP OF THE GROUND ! ! ! NOT BURIED AT ALL AS YOUR TECH HAD SAID HE DID...
WELL MY WIFE HAS NOW TRIPPED OVER THIS CABLE TWICE SINCE IT WAS INSTALLED. WE ARE BOTH DISABLED AND CAN NOT BURY IT OURSELVES.
WHAT A GREAT SERVICE THIS IS ! ! !   LMFAO...
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TONY

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Posted 4 years ago

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Jim, Champion

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Tony,

The agreement with Exede is signed electronically at time of installation. Although it would be hard to prove, sometimes installers have signed for the customer in order to save time although they are  prohibited from doing so. I am guessing you signed for a credit card charge for the pole mount. Pole mounts are not part of free standard installation. $50 will barely pay for the parts if the pole was installed properly. The pole has to be schedule 40 or 9 gauge steel. 100 to 150 lbs of concrete should have been used and the bottom of the dish must be at lest 5 feet above the walking surface. The pole must be at least 96 inches (8 ft) long. Galvanized, thin-wall fence posts are not acceptable. The going rate for pole mounts is about $90 to $125. Anything less should be considered a deal.  If trenching is for more than about 10 feet, you may be charged around $1 per foot for burial. If the cable washed out during a rain, it was not properly buried and you should be able to get this re-done during your 90-day installation warranty. Your best bet for getting your account set up is to allow a CSR to walk you through the process. Setting up your phone is a pretty simple process once you get the equipment. I hope you get this all worked out soon and start enjoying your Exede. BTW, where are you located?

Jim
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TONY

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Thanks for the reply Jim. Well when I signed for the "$50.00" pole, thats all that was on the installers screen was the $50.00 up top and the word "signature" with a line to sign on. Thats it. It does seem a little fishy that somehow I signed a contract when it was just what I explained above.
The pole was never put into the ground with cement, quickcrete , etc... I use to put alot of field fences up for my horses and I always used quickcrete for the corners and gate poles.
There was NO trenching done at all. The installer told us he "buried" the cable but after a small Florida rain, the dirt he pushed over the line was washed away in places, so NO burial at all. I do have pics of the wire sitting on top of the ground also. I will post them here if I can later.
I will definitely try to chat with a CSR as phoning is a joke to get a human voice.
It won't be for a few days as the wife and I have many doc appointments this week, and after one we are shot for the whole day. It just takes all our energy out of us .
I did setup the phone when the adapter came but it was either a phone or the internet, I could'nt have both. It seemed like another piece was missing. I am running a netgear router also and followed the image they had but still the same thing. I hope a CSR can walk me through that also.

Im in Florida.
Once again  thanks for the reply.
Tony
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TONY

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I tried to like your reply Jim but I made a comment to your post instead of a reply and it will not let me "like" it. I'm still on my first cup of coffee this morning...

Thanks
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Steve Frederick-VS1/Beam314, Champion

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Tony, For your phone setup, The short ethernet cable that came with your Exede phone adapter should be connected from the ViaSat modem to your phone adapter. Then the ethernet cable from your wireless router should be connected to the other ethernet port on the phone adapter. This should allow your phone to be available all the time as well as your wireless router access to the internet. Go to this website for a picture of the setup.  http://www.exede.com/voip/connecting-equipment 
I hope this gets you up and running.
Steve, just another Exede customer
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TONY

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Thanks for the help Steve. I have everything hooked up as per their image and NOW I do have the phone service for outgoing calls only, no incoming calls at all, and the internet, even though my win 7 desktop and laptop does not recognise the internet and says it is not connected. Well, this is MUCH better then no phone at all, but it would be nice to be able to recieve calls also...
hmmm , maybe I am just asking way too much from this company???
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Steve Frederick-VS1/Beam314, Champion

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Tony,

You should send an email message to exedelistens@viasat.com and explain your problems. This address gets you to an Exede technical representative and they will investigate and take care of your problems. Explain that you want a new tech to come out and confirm your installation is within Exede's specs. In the email give your account details, like account number and phone number.
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TONY

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Hello Steve, thanks for responding to my rant.
I will send an email message also to the above e-mail you listed and see what happens from there.
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ExedeKarmin

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Tony,

I'm truly sorry to hear you are having issue with your setup process.  We will get your issues resolved immediately.  If you have not already done so, please send me an email to exedelistens@viasat.com with your account and contact information.  We will get everything taken care of.  I look forward to getting your issues resolved.
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TONY

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I did indeed send you an e-mail yesterday. Please see the above reply that I made to Steve , to see where I am at now.
I STILL need someone to at least put the cable into the ground a little more then laying there BEFORE my wife or myself trip over it again, and injure ourselves wayyyy more then we already
 are !
Please help ! ! ! ! ! ! !
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TONY

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This is a comment for the exede employee's for some HELP!

Thanks for YOUR help Steve.
 I have everything hooked up as per their image and NOW I do have the phone service for outgoing calls only, no incoming calls at all, and the internet, even though my win 7 desktop and laptop does not recognise the internet and says it is not connected. Well, this is MUCH better then no phone at all, but it would be nice to be able to recieve calls also...
I STILL need someone to at least put the cable into the ground a little more then laying there BEFORE my wife or myself trip over it again, and injure ourselves wayyyy more then we already are !
 
hmmm , maybe I am just asking way too much from this company???
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Starring Matter

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Tony, are you porting a phone number?  If you are, it can be a week or so before you are able to get incoming calls, though your outbound will still work fine.
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Exede Kimberly

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Tony, have your issues been resolved at this time?
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RickyP033

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Yes you are asking too much { I say sarcastically }. They seem to not care if you are an "OLD" customers...you've got to stay for 2 years. Stop with the $$$ on TV commercials, be loyal to the old customers. Get a referral program going AFTER you port us all to the NEW system...can't imagine what the WildBlue customers may be going thru. 
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The Dude

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wow,interesting exchange,all I can say is I hope the guy didn't use a fence pole!!!

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