Last updated Wednesday April 24th, 2024
Horrible company and pathetic excuse for customer service
I am paying for the highest package and have not come close to the limit until the last 4-weeks. I broke my foot 4-weeks ago and finally had surgery last week. I am in a guest bedroom in our home, the bed is tall and easier for me to get in and out of with one leg. I have already been non-weight bearing for 4 weeks, with 8 more to go. Since this is a guest room, there is no DIRECTV connection and no TV. I finally resorted to downloading a few movies to watch. As you can guess, it quickly used up my limit for the month with 3 weeks left until the next billing cycle. I splurged and bought additional bandwidth at the rate of $100/10gbs. I called customer service and explained my situation, I was rudely told that there was nothing they would do to help, and if I kept buying additional bandwidth they would cut me off completely.
Our area is supposed to get broadband in about 8-months. As soon as it is available, I will drop Exede like a hot potato. I had hoped that service would get better since AT&T bought out Viasat, but it sounds like they kept the rude employees!
Couldn't get equipment returned
First of all this was the only service that we were able to obtain due to living so far out of town so we had no choice. I was so excited when we moved to a different city and had more options. I called December 31, moving day, to cancel service and have a box sent to us to return the equipment. I called 2/7 when I had not received my box. They had shipped the box to the old address. I had been very careful in telling them the new address to prevent this but it didn't. I called again on 2/9 to make sure the box was shipped and it had not been. I called again on 2/20 and 2/22, no box. On top of repeatedly calling and getting no box they took $324 out of my bank account for failure to return equipment I had not received a box for. I called again on 3/3 and found out UPS had apparently lost the box (not exceeds fault but icing on the cake). I called 3/8 to have them send a new box. 3/14 still no box and I was told they won't send a third box and after 2 1/2 months of calling every few weeks to get a box I'm told I will have to pay the full shipping price back. After all "it's only a courtesy that they send a box. They don't HAVE to send me a box and pay shipping". I've never been so frustrated with a company in my life. I am so glad the bad internet and poor customer service with them are in the past.
We had Exede for two years and dropped them as soon as our two year contract was up. 15 GB per month in the plan we were in. While I can't prove it, it seemed like our data limit was reach earlier each month once I purchased extra data. Last month, we were placed on limited bandwidth only 5 days into the billing cycle. No videos or large downloads. After being placed on restricted speed, I measured our bandwidth using OOKLA. Download speed was 0.53 gbps. Too slow to even use email. If you do use Exede, recommend you never purchase extra data. I would not recommend Exede as an ISP!
First time customer, and I was unaware they bill a month in advance. However I never received a bill and they suspended my service. When I called to find out the issue that is when I was informed of a past due balance! I have only had the service for 1 week. I explained to the representative that I didn't receive a bill we went through the information on my account and found that the prior representative did not type the email in correctly!
Needless to say she got approval from a supervisor to reconnect my service and apologized, she told me because it was their error she will restore it until Fri when I'm able to pay it. The next day the service was disconnected again!!!Needless to say I called again and went through the whole scenario again this time the supervisor Tracy (SME47782) was very unconcerned, and was not friendly at ALL!!!!! HORRIBLE FOR A SUPERVISOR! I would not recommend this company to nobody the internet service is slow like dial up they have this huge dish installed and the signal is still slow. Needless to say they don't compensate when they screw up your account! Now I'm binned in this 2 year contract with this sorry internet company! Don't waste your money on this is company soooooo not work it! I'm actually going to cancelled and pay the $400 cancellation fee! This company suck!
worst experience from install to performance
I couldn't be more unhappy with the service I have. The internet is terrible. It is soooooooo slow. I run out of my 10GB so fast I know only use it for email and a little internet searching and still cant make it through the month. I use my phone as a hot spot more than anything and dont seem to use hardly any GB's
The process started with a terrible installation person putting the system where I didnt want it. Plus a terrible install. I have asked for help, asked for it to be moved and my house repaired and not reply, I called your office and complained and again nothing. I DON'T HAVE TIME TO DEAL WITH THIS, TERRIBLE BUSINESS. Please get this off my house and pay for the repairs. I truly wish I would have never purchased this with your company. I hope for your sake others have better success with your product, I will, as I have time, make all the negative comments I can to help others not have the same problems I have had. Please take care of this problem!
Liars, and Keep On Lying....
I've been with them for over three years, and have had many issues over that time, but also decent working times as well. However, lately they've been hammering our area with ads, and now someone down my rural road just had a install yday. So I'm thinking they are overtaxing their existing equipment. I have an old plan 'Exede12', stated on their website back then guaranteed speeds of 12Mbps or better, with 10GB cap and nightly free zone between 12AM-5AM. (BTW not offered anymore). So Bob in tech wanted to argue with me that they never said that on their website, there's never been a guaranteed speed. Really? Why does it say '12', in the name of the plan? Liars! I called because I'm mysteriously having issues during my free time when I stream movies, (convenient time for me, I work 2nd Shift, and come home to watch TV). Can't do that with less than 4Mbps. This AM, it was mysteriously back to better than 12Mbps. He said it was a maintenance issue. Ok, maybe, but I don't like being lied to about what I'm supposed to be able to do. I've been searching waybackmachine on archive.org to shove it in their face if I can find where it said 'guaranteed 12Mbps, and we are proud it often goes higher' to no success. Found this website, so I thought I'd warn others. I moved here recently, and no other options are available or I would dump these liars! Find a different solution if you can!
Terrible
The Exede Internet Service is terrible. I purchased a house which is unfortunately in a dead zone for all other methods of service but satellite. It's in a heavily populated rural area but for a one mile stretch this is the only available service. It is so slow! If it rains you have no service. There is just nothing good I can say about this service. Don't waste your money. If you try it you are hooked into an expensive two year contract.
Exedes Thieves! Via Sat Inc should be Ashamed!!
Similar review to many others - should be a -5 Review, I have had Exede for a few years. It is horrible, but I kept getting sucked into an upgrade, "because this would make it better". Last week, I had there BEST Package installed w/ a faster router up to 25MBPS & 150GB of Data. Ironically today, they don't even offer this package any more. Clearly they over sold it. These clowns cannot even get me an average of 8MBPS. We cannot stream TV. I have had the install company out and they cannot figure it out either. The install company is Hoff Satellite in Eau Claire, WI and at least they have tried, but clearly Exede has over sold this product and cannot provide even 50% of what they sold me and others. I emailed there customer support and I get a canned email back that they have obviously sent out to thousands of customers with the same or similar issue. I have DSL at another home and pay $25/ month to Century Link for unlimited Data & 10MBPS. I get about 9.5 MBPS, this is acceptable for what they sold me and the price. I wouldn't recommend Exede & this horrible service to someone I hate. Exede & ViaSat, Inc should be ashamed and there should be a Government Sheriff that polices these crooks!
Pathetic Excuse For Internet
Exede is an absolutely terrible option for internet. You would be better off getting a cell phone with an unlimited contract and tethering devices to that. The connection speeds were so awfully slow, usually less than 1mbps. That's right less than 1 mbps. I once registered 380 kbps... terrible. Also, the signal goes out rather frequently, expect a couple of times a week. And forget about data usage. There is only my wife and I in the house, and we would burn through the data allotment in about 4 days. The rest of the month is spent with snail speeds. One time, I wanted to test the limits, and I managed to use 90 gigs in about 3 weeks. They completely cut us off. I called and they said we had simply used too much and would have to purchase more data in 1GB increments or wait until the next month to use data. The service was so bad that I ended up canceling and paying close to $200 in canceled contract fees. On top of that, you have to mail the equipment back. That wouldn't be so bad, but one of the pieces (that's worth $150) is in the satellite dish itself. I don't have a way to get on the roof, and they want to charge me $95 to have a technician come out and remove it. This is an absolutely terrible company. Avoid it at all costs.
RUN!
I have had this service for 10 years and other than some issues with their customer service it has worked great. Thankfully I rarely dealt with them.. Suddenly in February I used up all my data in 6 days lol.. I facebook and do some work stuff online. I called and first they cannot show you your past usage?? Then they tell me they made changes to how they track usage and everyone is using up their data now? Ummm Seriously.. I upgraded my plan and still out is 6-12 days.. If you use any social media your screwed FYI. I do not stream or do videos at all. Then for the first week or so after it slows down it also just flat doesnt work. I have to unplug and reset my stupid modem up to 7 times in a day! It wont even open google until I do! This went from a good service as far as usage to HORRIBLE.. It would cost well over 100 a month and then I doubt you could use it much at full speed. Ridiculous. I am stuck as we only can have satellite where I live. I assure you as soon as that changes I am GONE! You would think they might want to compete for some customers other than the ones that just have to use them.. Someday that will be few and far between.. HORRIBLE customer service and now the actual usage service is HORRIBLE and mostly useless.. All due to their choice to make changes that screw their customers.. OH and not tell them lol.. RUN RUN RUN!!!