Last updated Wednesday May 1st, 2024
poor performance
my experience is the same as others, very disappointed with EXEDE and the liberty plan speed.
"SIGN UP- at sign up I was told about the 10GB data cap. However, I was also assured that the speeds would never be restricted below 1 Mbps. Now, 1mg is pretty slow, but you can still read email and do web searches with it.
However, I quickly found out that Exede restricts your speeds as low as .15 MBps. Now that is not a restriction in effect. It amounts to a stoppage. It can take minutes to load a single page. My email often times out and refuses to load at all. That is not restricting "heavy internet use" - it is effectively punishing the consumer for not buying more data. "
EXACTLY my experience too.. 0.15mbps!!!
Also had an issue with trying to use up the remainder of my 10GB for the month just before my billing period ended, however it showed up on my next data allotment, exede claiming 2.8GB used in less than 18 hours into my new billing cycle even though I was gone for most of the day and computer not connected to the internet!
very dissatisfied
how can you rate something that you have to keep shutting down everything most of the time just to be able to get on the internet. for the price i am paying could have come with more data to use.
i have been paying 76.50 a month now for 8 months. LESSON LEARNED DON'T DO SATELLITE CONNECTIONS.
to me if a cable company can offer more data for the same amount as what i am paying THEN SO SHOULD SATELLITE.
Exede has the WORST internet and customer service I have ever experienced. I have absolutely no good things to say about this company. Not only are they more expensive than Time Warner/Spectrum but the internet hardly works. It hardly works as in only one person can be on the internet at a time and even then you are not able to send emails or watch videos- you can simply browse the internet at a snail’s pace.
After opening a ticket and speaking to numerous people about the issue on the phone, they came to the conclusion that nothing was wrong with the internet, it is our computers fault... They didn’t offer to have anyone come out to investigate the issue, however they came to that conclusion. They came to this conclusion even though we have tried accessing the internet on many different computes/tablets/mobile devices and the same devices work perfectly while using wifi elsewhere.
It would be one issue to have bad internet, however the bad customer service is what upsets me most. We ended up ending our contract early and switching back to Time Warmer/Spectrum, who helped to offset the cost of breaking the contract.
Very Disappointed
I've had Exede for a year and a half. They are one of the few options for service in my area, or I would have gone elsewhere. They do some things well, and a lot of things that need improvement. I'll start out with the good points.
THE GOOD:
For satellite, the service can be pretty fast at times. I've had satellite with other companies, and Exede is faster at top speeds. Please read that sentence carefully, because you need to pay attention to the words - "at top speeds."
Technical Service - once you actually get tech on the line, they are usually pretty capable. The people I've spoken to spoke english well enough to be easily understood. Kudos for that. If tech support can help you over the phone, you're in good hands normally.
Service People - the service calls I've had have been professional, and did a good job once they got here. Again, you need to read the last sentence carefully - "once they got here" are the operative words.
That's the good part of this review. Now, I'll cover what needs improvement.
THE BAD:
SIGN UP- at sign up I was told about the 10GB data cap. However, I was also assured that the speeds would never be restricted below 1 Mbps. Now, 1mg is pretty slow, but you can still read email and do web searches with it.
However, I quickly found out that Exede restricts your speeds as low as .15 MBps. Now that is not a restriction in effect. It amounts to a stoppage. It can take minutes to load a single page. My email often times out and refuses to load at all. That is not restricting "heavy internet use" - it is effectively punishing the consumer for not buying more data. Why don't I just do that? Read the next part.
PRICE - Exede costs me more than $65 per month. My last satellite provider in a different area cost me about $44. That is about 47% more for Exede with a similar service package. There is one difference though -
VALUE - my old satellite provider was unrestricted. I could use as much data as I needed without penalty. With Exede, I get 10GB of data. After that, I am severely and I would opine - punitively - restricted. There is a 5 hour "Free Zone" of unrestricted usage between 12AM and 5AM, but that means all videos, downloads, picture -intensive searches, etc, have to be done at those hours. It is GREAT FUN having to be awake to do those tasks then.
Data Caps mean that videos are turned off during metered hours. We cannot interact with our doctor, or watch instructional clips from his office, either. Study has to be done elsewhere. Streaming entertainment or any sort of gaming during normal hours is impossible.
However, the only alternatives are to pay an *additional* $10 per 1GB of data, or to go to their "LibertY Pass" plan for - you guessed it - an additional fee. The problem is, I've heard horror stories about even worse speeds and downloads especially, on that plan. So, it's not an option for me.
RELIABILITY - I am writing this on February 8th. So far, since January 1st, I have been without service the majority of 4 days this year. Last night I suffered multiple drops. Trying doing an upload or download when you are having five or six drops during that time. It's unusable. I've had the service about 18 months, and Exede techs have been out here at least three times that I know of.
A fourth service call was cancelled when a problem Exede said was at my location suddenly corrected itself on their end.
Be aware that unlike the other companies I've dealt with, Exede put all responsibility for servicing and maintaining their equipment on the consumer. They quoted me $95 just to come and see what was wrong. Fortunately, they do offer an alternative - you can sign up for their care plan - for about another $6 per month...
CUSTOMER SERVICE - Exede is not great at communication, either. If there is an issue with them billing your credit card, they will suspend you without prior notice. Simple things like random fraud holds by your card issuer which you could fix with a phone call if they made you aware of the issue can result in your account being suspended.
It has happened to me, and it cost me two days without service because a card issuer flagged an online purchase, and Exede never contacted me to let me know they were unable to bill the card. Again, a relatively simple fix to improve bad service.
SUMMARY - Exede is probably not the worst service out there, but I cannot recommend them based on my own experience. The problems with them seem to be primarily policy-based. Much of the problem lies in the fact that the government has done nothing to ensure competition in rural areas, and does not provide proper oversight of the satellite internet industry.
As long as there is no competition, and the government allows companies like Exede to have policies like data caps, charged service calls, etc. nothing will change.
Exede Bad
Lied to me about free installation as installer wanted $75 to put dish on post so i told him that i did not want service: then he said he could put on roof for free. i did not want any thing like that on my roof, but reluctantly said ok. Then the serice was petifully slow and i complained a lot but stuck with it for over 2 years. When i cancelled they requested that I send the Receiver back to them and i did that in box they provided. Then 3 months later they send a bill out for almost $200 and a collection agency bill was sent at same time. I think this company sucks and would not o business would them again and could not recommend them..
Horrible Everything
Absolutely horrible customer service!! I have never experienced so many liars and lazy people in my life! No one wants to help or knows what to do. Not helpful at all! The worst i have every experienced in my life!
Horrible! I wish I could put a negative star rating! Stay away from Exceed, as I write this I have been on hold waiting for a supervisor for over ten minutes after being assured by April that it'd be a 'brief 3 minutes'. They are a joke, I cancelled my service early due to incredible slow speed and excessive costs. I asked about the removal of the satellite dish and was told it's my responsibility. Nope, they put it up, they need to remove it. The removal is up to the customer at your expense. I recommend that when canceling the service, cancel your card so they can't charge you the termination fee. (banks will issue a new one within days) Time for legal action.
NEVER AGAIN
Canceled my service and asked the rep was it in time to stop the deduction from hitting my account and he assured me that it was. Well they still deducted the $60.51 from my account and now say the will do not refund for unused month. Unused...I never used any and I just wanted a refund and they refused. I am not under contract and have not been for over 2 years!! So basically I paid for a full month of service that I did not use and they refuse to refund the money.
Long contract, slow speeds, bad customer service
This service is horrible. It's expensive and entails a 2-year minimum contract. I currently pay for a plan with 150Gb of data and a 25Mbps advertised speed "boost." On most evenings, during what Exede customer support calls "peak times", the service is basically unusable. My speeds are between 0.15Mbps and occasionally I will see a 1Mbps spike. That's 0.15Mbps, not even a full meg per second. During off peak which is 2AM until 5PM (when most people like me are working) the speeds do not top 4Mbps. I understand Satellite internet will never be as good as cable or fiber, but this service is absolutely worthless. The only answers customer support provide is "network congestion" and "it will get better" but it never does and you're stuck in a two year contract. I'm looking for legal remedies to get out of this contract for non delivery. If you need more proof of unhappy customers, Google the Exede Community forum. There are real time problems beijg reported by real customers almost 24/7. Exede will offer no solution, no bill credit, but they will expect you to pay an early termination fee to get out of their contract. Just up your smartphone data plan and tether off of your phone or get a 4g data modem from your cell provider. Avoid Exede at all costs.
I just sent Exede this message...
I'm very disappointed in the service. I had no idea this was going to be a measured/metered internet service. I'm paying $60 for ONLY 10 GB a month. The person that sold me the subscription NEVER mentioned that or I would have not considered joining and now you have me locked in for 2 years.I did'nt know this until the installer put it in and told me to go to the website and set it up. You really need to fix this service and at least add more GB to your plan without charging so much. I truly feel RIPPED OFF and I would never recommend your service to a friend, maybe an enemy but not a friend. It wasn't until I already had it installed when I checked the Reviews. Big Mistake! You really need to DITCH the DATA CAPS. I just hope someone in Authority that has the ability to implement change will take notice of how unhappy people are with Exede http://satellitecomplaints.com/exede-reviews/