Last updated Sunday April 28th, 2024
poor experience
Poor data limits at very high rates. My reception became unstable and my data thruput rate was all over the table.
First call to tech support a tech told me the network was busy.
Second call to tech support they told me they would send someone to troubleshoot the connection. No contact from tech.
Third call they kept me on the phone for almost an hour and the phone died.
Forth call I asked for a tech to troubleshoot on-site as promised. More games. I canceled.
Based on reviews I knew these people were terrible about giving accurate info over the phone so I requested their claimed cancellation fee and modem return location, in writing. Three times by email, the final time thru certified, return-receipt postal mail. I also notified my bank to stop any further access to my account.
As of a few weeks ago, I'm still receiving bills .... either thru incompetence, harassment or an attempt at fraud. I never believed a US company could get away with this conduct.
Avoid at all costs.
FRUSTRATION
Where to start....
For the past month or so...every night around 7, the internet goes out...for no good reason. Sometimes I can unplug the modem and router plug it back up and get it to work....tonight though.... It was off for hours...so I called. (I've called before and I'm always told "congestion")
Went through all the basic troubleshooting stuff and she finally said she'd schedule a tech to come out... which was going to cost me $95.00.... and if there was "unknown damage or an act of God" I'd have to pay for the equipment in full (which I am now leasing).... so I asked her how much it would be to break my contract.
She seemed shocked!
I told her if I have to pay $100.00 for someone to come look at it, then possible another $300.00 for equipment....it would probably be cheaper for me to pay the early termination fee and go with another company ....
she offered to discount the tech visit to $45.00.... I asked again..can you just tell me how much it will cost to cancel my service... she seemed dumbfounded that I would consider such a thing...and rather than tell me, she offered a free "one time" courtesy service call...
I just told her I would call her back...
So then...my satellite is on the roof....I decided to see if I could fix it myself... I found a 16ft piece of trim left over from building my house.... put it on the edge of the transceiver...and gently pushed it a couple of inches (it moves pretty freely and probably shouldn't).... came in and checked...back in business..internet working...no service fee, no expensive equipment replacement....
But my issue is this...
If you are charging me a monthly fee for service... a monthly fee to lease your equipment, then why do I have to pay for someone to look at the problem, and WHY do i have to pay for equipment replacement that I am leasing... (thank goodness that it wasn't an equipment issue)
If I am leasing equipment from you and your equipment goes bad...then you need to replace the equipment.... and continue to charge me the lease fee.... not charge me full price of the equipment.
Before I fixed it, I called back to speak to customer service, chose the disconnect option, and was transferred to a recording that told me that the early termination fee is $15.00per month left in the contract... (why couldn't the live person have told me that) but when I asked to be transferred to disconnect, I was transferred to a recording that said "Our offices are closed" and then it hung up on me.
No stars. We have been fighting with Excede for 3 months to get our service turn off at our old house.The internet service still has not been turned off. As of today the empty house is using data. How can an empty house use internet. We have asked them 5 times in the past 3 months to turn off the services there and as of today it is still on and we are still being charged for services we are not using. I told them back in Oct. 2014 they did not have our permission to take payment off of our card and they still are. this is Stealing in our book. I told them to use the U S mail to send me our bills. Also when we moved into our new house they took it upon themselves to add a service at our new house we never asked for. I was told back in Oct. 2014 that everything was cancelled but we are still waiting and waiting for them to turn off all of our services with them. Just because we moved into a house and not an apartment they will not turn off the services, this is so wrong in so many ways. Before we moved i was told by them to fax a letter to them saying that we would be moving and everything would be taken care of. But when i called 4 days later they told me they never received the fax from so i had to fax it to them 2 more times. Sorry i had to add a star before i could submit my review.
aggravating
this is not all a bad review do not have cable or any other services data cap Is kind of annoying but can live with that the most frustrating problem I have if you want to upgrade or downgrade prorated charges do not make sense have had this service 4 years now if I have other choices would switch in a heartbeat otherwise not too bad service interruptions are not that common for me at least
Helpful tips
Helpful tips for you all:
*Do not honor the 2-year commitment if this company is not upholding its end of the contract. You are not obligated - contact your bank, etc. to stop all payments to Exede. Inform the credit reporting agencies, too if necessary.
*if you live in a rural area that does not offer viable Internet options, you have a clause on about the last page of your service agreement which obligates you to Exede for only 12 months - but, as I stated before the company's failure to abide by its contract with you waives you from the 1- or 2- year agreement.
*This company invoices customers on the same day it remits payments! WOW! This company has a lot of gall. So, read your invoices and keep printouts. You will probably notice Exede illegally increases your bill without explanation or proper notice.
*File complaints to Federal Department of Consumer Affairs, then to FCC then to your State's Attorney then to BBB.
*Copy and paste your complaint onto each form to save you time and to be consistent with your statements.
*Complaint statements are best written in a timeline format. So list the date along with each incident on separate lines. Example:
10/30/14 10:30 a.m. Service installed
11/2/14 no internet signal for two days; contacted company to request repair
11/5/14 no repair done as yet; contacted company again. Given another repair date for 11/6/14
11/30/14 Exede overcharged me for services without any notice
12/1/14 Contacted Exede to inquire about charges but was placed on hold for 30 mins. then disconnected
*As much as possible include copies of bills, your correspondences, screen shots, etc.
*Make sure you list facts without exaggeration. This company commits many illegal and unethical business practices there is no need to embellish information. YOU BE 100% truthful.
* Filing the complaints will take you about 2 - 3 hours. So, choose a time when you are relaxed, have a cup of tea, have logs/notes of your incidents on hand and file your complaints online or by hard copy.
This company needs its license revoked and a class action suit brought against it. But, it can only be done through consumers - you and me - filing formal complaints.
HORRIBLE
I only rated it one star because it doesn\'t have negative stars! This is the worst company ever their monthly data caps are insane, if you use it at all during the day you will go over the limit. Their customer support it AWFUL., they tried to charge me extra every time i paid my bill,i had to argue with them bout how much it should be almost every time. they are [...] that are taking advantage of rural america.they are a true disgrace to what an internet company should be. sign up for exceed at your own risk
Awful
Worked well for a period. A small period of time. Then the download speeds were miserable. The amount of data monthly is garbage. The price is outrageous and the service was horrific. Plus they carge you SO MUCH to cancel. I hated it so much and would rather be a caveman than have this service. Terrible terrible terrible. Can not say it enough. Would be embarrassed to be part of this company. Would rather shovel dirt in my own mouth than deal with this company ever again.
Only use Exede if you have nothing else
I have had Exede for one month and bought the 10GB plan and this service is the worst you can imagine. My 10GB was used up by day 12. After that they say they slow your internet speed but don't cut you off. Well, they slow the speed so much that in many cases it is basically useless for accessing the internet. I have had some simple web pages take 2-3 MINUTES to download when they slow the service. That is not a video webpage folks, a regular text news page. SO BEWARE! When they slow your service you will NOT be able to use the internet in a practical sense, unless waiting 3 minutes for a web page to load is not issue for your. If you want to used Netflix, watch videos online, watch Youtube, online gaming you simply won't be able to do this alot because the limits they put on downloading. Even with a 20GB data limit you could not do these things unless done sparingly. My 10GB was up in 12 days and I didn't watch a single movie online, and only watched a few internet videos. I have had them slow internet speeds so much that the webbrowser thought it lost the internet connection. THAT is how much they slow their speeds. By time you find this out you are alreadly locked in a a two year contract. On the plus side, when you have your miniscule data budget and haven't over run it, the service is fine for satellite. But if you have options like cable, DSL or Uverse TAKE THEM! Do not choose Exede over those options, you will regret it! Use Exede if it is your only option versus dial up and brace for them to slow your internet down, WAY DOWN, after you go over your limit. 10-20GB IS NOTHING. If you take nothing away from this review understand 10-20GB will get you light internet surfing and nothing else without going over your limit.
negative stars
This has been and I am sure that this will be the most horrible experience with an internet provider that I will ever experience. I have had this system as a result of a direct TV bundle for just about three weeks. I have had a technician at my home to including today will be the fourth time. I have had connectivity for about two and one half days. Without boring anyone with the details do not purchase this service. I see a class action lawsuit coming for failure to provide the promised service. Bottom line I would rather pay the same amount of money for and established local provider with a slower download upload speed. Do not think this is just someone that complains about every little thing. I do not. This comes from the fact that I have waited since Monday morning until today (its Friday) to get a technician out here to fix the problem is ridiculous.
Unprofessional
I've had this service through bundle with Direct TV for almost 3 Months. My service stopped working 2 weeks ago. Initially when I contacted tech support I was taken through these resolution drills that failed to get the service working. I was then given an appointment during the weekday between 8 & 12, I took the day off work. To my surprise,No tech shows up. I called Viasat to find out what happened. I was not given an answer. Only told that they could reschedule. After rescheduling, Day of appt, guess what!!! No tech shows. I then called back to get an update, No reason was given this time either. My appt was rescheduled, yet again I have taken another day off work. I have called viasat today to make sure the tech will be coming and was given the techs' cell #. Upon calling , the tech explain that he will not be in my area until tomorrow, I explained that I have taken another day off work and will be unable to take another day off. The tech stated, well, I won't be out today. I then called viasat back to alert them of the issue, I was told maybe the tech is busy, but you can reschedule. I can't seem to Wrap this around my head. Like, is this the way professionals do business!!