Customer service issue

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  • Problem
  • Updated 4 years ago
  • Acknowledged
  • (Edited)
Archived and Closed

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This is really awful service.  When you call with an issue, they have you go through five different prompts to get your name, your phone number, the billing on the account, what kind of help you need (twice) and then you get all the way through that and you get a response, we're sorry customer service is not currently available and you're disconnected.

Then, you can't get a picture of your usage by day.  Only provider I know that doesn't offer this.  You have to ask customer service for it (see above).  Then, half the time, they can't get it righ then, the system is busy.  Well, I ask, can you send it to me later?  No, sir, they respond, we don't have email capability.  (This is an internet service provider, right?).  Well then, can someone call me back?  No sir, you'll have to call again another time.

And then, to end the call, they try to sell you their Internet phone service.  Really?
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Robbie Salzman

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  • Angry

Posted 4 years ago

  • 2
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Steve Frederick-VS1/Beam314, Champion

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You can get your usage anytime at the Exede Portal https://my.exede.net
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Robbie Salzman

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Not really.  You can see how much you've used that month, but not for a specific period.  I have Excede on a rental cabin and we have it for convenience only, no streaming.  When the 10 GIG doesn't last, someone has streamed and there's a penalty.  I have to know what day 5 GIG was used all at once to do that.  They CAN tell you that, but you can't get it on the website.
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Exede Kimberly

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Robbie, I know sometimes being on the phone isn't the smoothest option. /: Next time you need something, send an email to exedelistens@viasat.com and myself, or a member of our team, will be there to email, call, etc. Whatever you need.
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Rhiannon Williamson

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Run from the phone service.
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Exede Kimberly

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Hey Rhiannon, are you having issues with your Voice service? /:
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LorrieL, Champion

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Robbie I can see why you are frustrated.  Try emailing like Kimberly said and that should work better, although of course it is an email so you won't get an instant answer.  But you should try downloading a free 3rd party utility called Networx, where you will be able to see your usage by the day, or week or month....and more.  I think you would like that  a lot.  I haven't figured it all out but I have seen other people here say you can also look at usage for different applications.  I am finding it very useful and I can pull up info instantly from my task bar.
also i am up late at night and just called exede (12:45 a.m. eastern time) with a technical question and got someone right away....no holding once I went thru a fast first menu.  and I got an answer right away too, so if you are up late, maybe calling at that time works better...I too have had problems when I called earlier in the day or eve.
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Allan WELLS

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I had a problem with service a while back. Called because I had no signal, first service rep arrived four days later told modem bad and they needed to order one so rescheduled. Five plus reschedules later and many calls, different rep each time, many promises and a month+ later different service rep arrive replaced everything and have been online since. During down time I ended up using cell phone data and ended up causing cell phone bill increasing over $135.00 normal monthly charges. Even though I am very unhappy with Wildblue/Exude I don't have any alternative except to keep because I'm disabled and a senior citizen and can't afford either higher plans or buy extra gigabytes for a few days of full speed when I hit limit. I have been lucky each service call as a gesture good will they have waived the fees, if they hadn't I would not have internet service because did not have the money but then they would want an early Termination fee which I can't pay ......
Catch 22

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