Wire Problems with new builds

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I am very disappointed with Exede. We recently just built a new house and had it wired so we would be able to hook up the modem in any room. We also had it wired so we wouldn't have to put any extra 'holes' in our house. Exede came out and hook up our internet telling us our builder didn't wire it for their internet. After talking with our builder, he said other internet providers would be able to hook up just fine. When we called back and requested to change providers, they are requiring a full install payment as if it is our problem that they couldn't connect the way we would like.
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Heather

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Posted 3 years ago

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Kaotic Technologies

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What kind of wire did they prewired your house? I guarantee they used classic rg6, flr cable.... without a solid copper core.... they used cheap wire. We cannot install using inferior wire. Same with directv, we must use solid copper core wire or we are liable if your house burns down.

And yea.... if you did not allow him to run the proper wire...and sent him away....you shoukd be charged.... as a installer... you wasted my time....and i get paid by the job.... you refuse because you dont want to put any holes in your pretty home.....if he showed up...he deseves to get paid.
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JEP

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Craig - The biggest problem with substituting coax is that it is not on the Exede approved cable list, which means it might not pass an installation audit.  One problem with copper-clad coax is that for RG-6 size cable it has higher DC resistance which can become an issue for longer runs.  In your case, you went to a larger diameter coax and the DC resistance is lower than the requirements for Exede RG-6.  Also your coax has lower attenuation than the Exede RG-6 requirements, assuming your adaption to the F connectors doesn't mess that up.  The only remaining issue, that I am aware of, is that coax on the Exede approved list has been 100% swept.  This means there are no impedance bumps or aberrations, along the cable length.  That is not necessarily true with stock coax.  Oh, one more small issue is that if you have not properly secured that heavier cable, you can be putting stress on those F-connectors and may create a failure at the connector.
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LorrieL, Champion

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Yikes.  Greek to me, but glad you guys who speak this language have each other. :-)
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Knight Rider

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Lol Lorrie I guess I fall in to one who speaks that language, I know exactly what he's saying, sighs.
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J&J

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JEP, Champion,

Thanks for the relpy.  I was concerned about the F connectors too as this coax is not ordinary.  I got these THESE  and they are a bit of work to do right, despite the label of "EZ".  I have so much of this LMR because I was originally going to do a point to point microwave of a cable connection to get Internet in here (mountaintop to valley below) which was going to take some long runs up/down towers, but my source host owner moved to Colorado leaving me with no source (new owners down in Gilroy won't co-operate).  Exede has been wonderful so I'm happy with what I ended up with for Internet.  And... yup, LMR 600 75 is quite thick and heavy.  Lots of planned bends and supports.


@ Lorrie Lencina, Champion,

Greek ?   Naw,  geeks  ;o)
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LorrieL, Champion

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Yes, that is more like it! haha
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Brian Shackelford

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I am customer and not an installer (as I believe Kaotic is), but what Kaotic says is absolutely correct.  The wiring is not the same as most builders use and most homeowners would not want to pay the money for the higher end cabling (or they did and the builder used cheaper wire anyway - may want to check your building contract to confirm the cabling requested vs installed).

Sorry it turned out this way, but at least you are not locked into a 2 year agreement and required to pay the termination fee.
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Kaotic Technologies

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I have been and still am a certified installer for exede, wildblie, directv, hughes Fkr many years.
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Kaotic Technologies

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Yea, any cable tv system, cox, time warner, verizon, comcast...they will have no problem using your pre wire.
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LorrieL, Champion

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But does the installer deserve to get paid for a full install as opposed to for a shorter time to come to the house, determine the customer wanted something that couldn't be done and leave?  I think being reasonable is important in this kind of situation.  This potential Exede customer had been led by her house builder to believe that her house had been wired in a certain way where they could get internet without holes being drilled.  She may not have been given the best or most accurate info, like if she wasn't told that SOME internet providers would be able to connect that way, and she wasn't told that the kind of wire used is inferior.  So all she knows is that she has now found out Exede can't do what she thought could be done with installing internet in her house.  So she declines to go thru with the connection, thinking she probably can find another ISP that can do what she'd prefer..  Yes, the installer's time was taken up--so he deserves some payment for that, but I can't see why it should be for a full installation that wasn't done.  I don't feel it is reasonable to think that everyone who has been told something different "should" know that a provider is going to drill holes in the house to install, and that that may just be the best thing because wiring the house to avoid holes is an inferior way to go.  The average person doesn't know all these things that you know Kaotic T. when they call a provider to come and install at their house for the first time.   In this case I don't think the customer should have to pay for a full install, just a smaller charge for coming to the house.  
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Kaotic Technologies

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I can agree and disagree with your point...... so im going to make a personal statement....

I work hard every day......i need to complete a certain amount of work to get paid a certain amount of money to make ends meet.

If i show up for work....how dare any one take or manipulate any amount of money I should make....... there are only a certain amount of hours i can work in a given day......and if i show up....and you turn me away for lack of cooperation or flat change your mind.... you just stole time from me....where i can nw not get as much work done, therefor harming my family beyond my control. No part of that is ok....I dont care if a comission based salesman didnt tell you something.... i see it every dsy....comission based salemen......yes sir...you get a free router, and yes sir, pole mounts are free....... then i show up and have to back peddle and do damage control. some times ill give in and put a pole mount for free....just so I do t lose all the time i spent a d at least get the job in....not fair to me.

Eyes open, head in the game....due dilligence.....
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Kaotic Technologies

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I appreciate your kind words lorrie. i do not have many cancelations at all.... because i give in and do more then is required to keep the job going in. This is the top 3 issues I run into daily.......

1. Pole mounts...... folks do not want dishes on there home...totaly cool...i understand....but what happens is the customer says I do not want it on my home...the dish. So to save the sale the rep says....ohhhh the tech can put it on a pole.... free..... then i show up and have no very politely explain its a custom charge...... with big honest smiles and letting the customer vent..... i usualy get $20 fkr the pole....which does nkt cover the cost, but any money is better then a total loss.

2. Customers being told it works perfectly with xbox and playstation....which it does not.... I have honor and valor...and will not lie...so if a customer directly presses me about it..... I tell them, you will nkt be happy, your child will complain about the latency.....

3 .data caps and 2 year agreement.......salemen dance around this.... and when I show up and explain, people feel cheated....and again, i smile, stay calm a d let the customer vent...... a d try to make a positive about it.

4 free routers..... soooo many times customers say..... the guy on the phone said you will hook me up with wifi.....i will sir....but you must buy the router...... RABBLE RABBLE RABBLE!! They yell....and i try to smile, and agree....and make it a positive.

I love my job..... when customers are clearly explained the benefits and limitation.

When customers are manipulated. .... it gets VERY rough. I have lost jobs with contracting companys becsuse of my honesty..... most dealers are in it for there money only.......and i have been asked.....jon.... dont talk so much....... dont volunteer info.... if the job gkes down, I as the owner lose money.... and i say yea boss...tell the rep to be honest from the start...and i wont have to lie, and jobs wont go down....and the boss says.....yea, well...if we tell the truth, we dont get as many sales......and you dont get as many installs.....

So....thats a tid bit about my daily grind...... love exede.... when customers clearly understand the limitations. I do a ton of installs for farmers...menonites....quakers... country folk that have no other option....and are happy
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Jim, Champion

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I am an installer and dealer as well but I have to disagree with Kaotic on this one. I don't think the customer is responsible for anything in this case. (although a generous tip would be nice) It's the cost of doing business to sometimes have to make a "wild goose chase." I also work for other dealers and most do not pay for "No Line Of Sight" trips. I personally like the piece-work type of pay. It encourages installers to be efficient and professional. I often have jobs  where I make over $100 per hour and I also have a lot of  jobs that end up barely paying minimum wage. The installer and whoever he works for must have a relationship that recognizes the ups and downs involved in this business and agree to a fair and equitable pay system. Expecting a customer to pay for things he has no control over creates a bad image for the product and the profession. Sometimes we have to lose the battle to win the war.
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LorrieL, Champion

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 what an interesting discussion. More complicated than it might seem. Jim, in total I like the way you expressed the problem and your take on how it can best be handled.  Yet at the same time, KT, you are clearly someone who is passionate about work and values (esp your feelings about telling the customer THE TRUTH when other people haven't, even when you may be advised to go with the flow.)  I wind up wondering if you would, in actuality, if faced with this customer in this situation, and if she were paying you directly, if you would really tell her she must pay 100% for the full installation that was initially scheduled.  If you are being paid by Exede though, then I can imagine you telling exede--hey guys I get paid for full install here...it won't work for me to set aside time to do work and then have it fall through. can't make a consistent living that way.  But a big co like Exede CAN make a living even if they agree to pay the installer when sometimes the install doesn't go through.   Even more, you mentioned that element of not having control over this kind of situation--it is so stressful to work at any kind of work where you can't control vital aspects, like whether you may get paid what is expected and agreed upon in advance.  The customer and the co reputation are important, but so is your family that you work so hard to support.  At some point, I can understand you may say, look, pay me what was agreed upon regardless of a customer's mistaken ideas about how Exede installation would work.
I wonder if what really would be most equitable here would be for Exede to pay the installer for a full or close to full install, but the customer be charged a nominal or no service fee for the house call.
Jim and KT, both of you are the kind of people I like to do business with.  
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Kaotic Technologies

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Very well said to all..... respect all around
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nananeno

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Where is this installer I would love for u to email me please at nananeno76@gmail.com. Thank you. I been paying for n net since feb and cant get it at all iam fed up
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Exede Lindsey

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Hello Heather, I apologize your install did go as expected. The techs have to do the installs with the materials they have and the best options for line of sight. If there are any obstructions, this may interfere to which a way a tech is use to installing the equipment weather that is cables or extra tools. I would be more than happy to see how I can get this issue addressed and corrected for you. Please feel free to send an email with your account and contact info to exedelistens@viasat.com. Thank you. 
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Knight Rider

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To your guys point though about the pole mount, my house sits up on a hill with not a thing blocking the southern sky. When HughesNet came to do the install I never asked for the pole they just put it in, which is fine I much rather that then it attached to my house. Same with Exede I never said a word on how to mount it and the installer just put it on a new pole next to the Hughes dish.


One thing that just kind of makes my head hurt is the way he did the install. So I ask you 2 guys, if I already have a dish there on a pole that is going away would it not make more sense and make you guys more money to just use the existing pole? 2:) like I said dish already there and has rg-6 sat wire hooked to it, would it not make more sense to just unscrew the wore from the existing tria and reconnect it to the Exede tria or I could see even putting a new end on to make sure that ones not corroded.


This guy put a new pole in, ran new wire for the Exede tria to the house and then cuts and splices the wire and screws a ground block to the side my house ( which I wasn't thrilled about). Granted not a big deal sense the outside A/C fuse boxes are there but to me that's just a mother point of failure and signal loss having another splice.


Anyways just wondering what your thoughts are Jim and Kaotic or anyone else.
(Edited)
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david, Champion

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The Exede installer did just remove my old Wildblue dish from the pole and install the new Exede dish, hooking up one of the two wires that were there. Of course, it would have been nice if he had looked at the wire ends and noticed they weren't weather proof connectors, just regular indoor ones. The second wire did come in handy though when the wire that was hooked up quit for whatever reason and I just swapped it to the other wire inside and out.
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Jim, Champion

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I love to drive up to a home and see a HughesNet dish there. Usually you can use the pole and cable and it makes for an easy install. Of course there are cases where the Hughes job was poorly done, the cable does not meet specs, no line of sight to ViaSat 1, etc. The HughesNet pole is larger than the Exede pole so an adapter must be used to reduce the pole size. The adapter costs the installer about $10. One thing to remember is that the Exede installer is held responsible for the cable, pole, etc. just as if he installed it himself. Installers are encouraged to not allow the customer set his own pole, etc. for this reason.
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Knight Rider

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I still have both poles so I am going to measure to see what the difference is in size. Jep, as far as the grounding block there was one already in my basement (which he saw) where they ran the wire just inside originally and spliced it. Jim that was my thoughts exactly, take the Hugh's dish off the pole pur the Exede dish on and be done in 5min. The poke was still in and secure, never had any alignment issues. That pole was there back from the old 2-wire Hughes system. Idk I mean this install is fine (think my RX signal could be a little higher though) just to me I would have used what was there and made my life easier and come oiy ahead on the money made from the install. Anyways just thought I would see what anyone had to say on it.
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Knight Rider

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Oh and David, I would love to if I ever had to but in the process of doing all that he split the wires back to the house and cut the second off. So now if something did happen I would have to go from the block in the basement back outside to the dish with a new wire, another thing I wasn't thrilled about. Back when Hughes switched me to their gen 4 they just removed the second and left it tied to their pole which I was fine with. I saw no reason to remove it like you said its a spare wire should something happen.
(Edited)
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david, Champion

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We would have had an argument if they had wanted to put me in another pole. I know how well this pole is in and what's to it (it's the bigger, thicker one with an adapter) because I put it in. :-)

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