Last updated Thursday May 2nd, 2024
Terrible
Exede sales people are very deceptive about this product. They sell it to you as an add on to Direct TV and do not give you any details about it. For starters, they never mentioned that it was satellite internet and would therefore require a dish be installed. They installed the dish without asking about the location on the house. After two days the internet stopped working. 5 days later a tech finally showed up only to tell us our cabeling was too updated for Exede and they would need to downgrade the cables on our brand new house in order for the internet to work properly. After denying them the right to downgrade our cables they were unwilling to let us cancel without a hefty penalty. The Internet speed is so slow that my mouse has lag time simply going across the screen. The product is terrible and the customer service is even worse.
RUN
I would hardly call this company an internet provider. In the 1.5 years we have had service our internet has worked flawlessly for maybe 1 month. The rest of the time we have lived without working service. I place calls nearly every two months complaining about the same issue. "My Internet isn't working... again..." They haven't been able to give me a clear answer except that all the Gigs have been used and now we are on the "Liberty Package" aka "No Internet Package" We make our monthly payment on time (Its auto draft) and have never missed a payment. However, not even a week into making our payment we are bumped into the Liberty package! Mind you, we have never paid 120 for internet. And here we are paying that for the highest possible internet package they have. When I call they have never given me a concrete reason why our internet is so slow instead they beat around the bush and give us very general answers without any motivation to get us an actual answer(Probably because there isnt one). Long story short, we held off cancelling because we need internet and they are the only ones who service our area... Unfortunately. We would rather go without internet than live with the frustration that is Exede. I have never gone out of my way to warn people about terrible service until I started with Exede. Now, you bet I have searched for every review site possible on Exede. They have done NOTHING to clear up our issue. They have done NOTHING to try and turn this around in over a year and a half. Please if you live in the country where this is the only company who will provide service. RUN! Don't deal with the hassle that is Exede. It brings more frustration than living with none at all. The only positive experience I have had was when cancelling the service they agreed to split the cancellation cost with me. To bad they didnt try to work with me before.
I have never had such awful service!!! Call because of no Internet they sign me up for a plan that makes sure I don't have a service charge. The tech guy comes out and checks it fixes problem then oh my i hooked up the new modem wasn't supposed b to so he had to take it all apart again. Then took rest of the day to come back on. Bill comes charged 95.00 for service call. Called back oh weave a mistake and charged you anyway. Will you please put it back into my account. Of course but will take 7 to 10 business days. Not gonna fix my overdraft charge it will be 7 to 10 business days fine whatever just put it back. Okay no money a month later call this morning the girl.i talked to last time processed as a credit never put it in to be put into my account. I have three months then I will be out of my contract or I will sue this company for pain and suffering if possible worst company for Internet ever.
Beware
We signed up for the advertised 25mps service less than two weeks ago. From day one, our Internet service was terrible. We called to cancel immediately but we're threatened with a 15/MONTH cancellation fee for our 24 month contract as well as other fees IF we did not give them an opportunity to send a technician out to rectify the problem. We opted to have a technician come out because we would rather our service work than have to cancel. Unfortunately, the problem wasn't solved at all. We have called several times about the terrible download speeds and each time get the same answer response from customer service:
1. They reset our service
2. They run a speed test
3. The speeds are low
4. We wait on hold while they reach out to their "technical support"
5. We are told that they are currently experiencing high volume on the satellite which is resulting in poor speeds...
Bottom line, it doesn't matter what the time of day, the download speeds are ALWAYS low.
Today, we called to cancel again... walked through the same process and said enough was enough. 2 weeks of this run around was all we needed to confirm that this would never work.
Although we were told that we would only be charged the OUTRAGEOUS cancelation fees if we didn't follow their process, which we did, they still informed us we would have to pay several hundred dollars on fees because we cancelled our 24 month contract in 2 weeks.
Bottom line, DO NOT do business with this company... EVER
They make money from falsely advertising a service they cannot provide and then reep the benefit by charging people outlandish fees for cancelling.
I will be filing further complaints against this business.
Follow up
On a previous review I complained about the poor installation. Well the problems just keep coming. First the poor install. They sent a second tech that replaced everything. With the first install, the modem overheated and caused my electric outlet to melt. Exede told me that it mustn\'t have been screwed in the wall. Well the outlet, with screw and all is still in the wall. The plastic melted. Then I get a letter stating that my monthly bill will be 62.99. It was supposed to be $49. There answer was to put me in a lesser plan. Now getting 10 gigs instead of the 12 I promised. My internet goes out no less than 3 times a day. I have to unplug everything. Wait 2 minutes and plug back in. I called. Sent tech back. Worked for a few hours. Spent countless hours on the phone to no avail. Finally sent the first tech back. He walked through my house with his laptop and told me everything was fine.Spent the last 2 weeks calling and complaining about no service. It is almost always weather related. Called last night again. This tech told me there are no weather issues that would cause an outage in my area. He informed me that it is because I choose to be wireless. That 90% of people using wireless get poor connections. Where my modem is installed makes it impossible for me to connect directly to my laptop. It is at the opposite end of the house behind a hutch. Now they are sending another tech to relocate the modem. But I will have to pay for any extra coax that they use. Oh, and the best part is they are not responsible for anything the techs do because they are not employed by Exede. Did I mention, the first tech did not have enough coax for the install and pulled out my old Comcast coax? This is without a doubt the worst company I have ever dealt with. If you talk to 10 agents, you will get 10 different stories. But they did offer me a credit. I don\'t consider it a credit. I consider it a refund. They have already taken the money a month in advance. They are just giving back a portion of what they took in the first place. I stated to them that I have a contract. I pay a fee and they provide a service. They are not providing the service. The rep told me it doesn\'t work that way. I am bound by the contract. They are not. Wish I didn\'t have to give a star.
Dissatisfied
First They never told me about a 6 month contact! Second there so slow I couldn't play online games or even connect to my tablet. Third I was moving so I disconnected from them so(I understood the disconnecting fee) so I requested that they take my credit card off the account. 2 weeks later they took that money off my card!!
I am a retired college Professor. After moving out to our little ranch, this was the only internet service provider we could get. We started with Wild Blue, a nightmare if there ever was one. We continued with Exede, the nightmare continues. These folks are quite cunning. They want to get your money any way they can. I disapprove of that. I discovered that a law was passed that gave people that were unfortunate enough to have only satellite internet available, that they could get a discount on the prices. When I asked Exede and Wild Blue about this they quickly stated that our land, which is quite remote, did not qualify. They basically answered too quickly for them to have even checked. My only hope is that AT&T will one day offer their service out here. We would, as would our neighbors, quickly get out from under this cunning, deceitful, carpet bagging, flim-flam of a company.
I ORDERED EXEDE THRU DIRECTV LAST WEEK. PAID $60.00 UPFRONT TO BE REFUNDED AFTER INSTALL. WELL WITHOUT MY KNOWLEDGE EXCEDE ALSO TOOK OUT OF MY ACCOUNT $93.63. EXEDE NEVER STATED I WAS TO PAY $93.63 PLUS $60.00 WHICH TOTALS $150.63. THEY LIED TO ME. ALL I WANT IS FOR EXEDE TO REFUND ME ALL THE MONIES & CANCEL MY SERVICE NOW NOT LATER & PICK UP THE EQUIPMENT (ALL OF IT)
Ruined my roof then wouldn't realign dish without a 99.00 fee
I wish I could give it a half a star. They sent out an installed. He placed the dish on the edge of our roof where there was no support. After about a year the dish went totally out of alignment. We paid to have someone come out. They told us the install was crap and it was sinking into our roof and would never stay in alignement. By the time we could afford to have roof replaced it was leaking. We replaced roof and roofers put dish up but couldn't align it. We called to have aligned and they wanted to charge us 99.00 after all the troubles. We said no and kept complaining. It have been two years and when it goes out we call and complain and they won't send anyone. We go up on roof and move it around till it comes back in. THis is the worst company I have ever dealt with but they know they are all we have.
will not give early cancellation on bill so you get buy out check. worst internet ever to slow for online class. want you to buy their equipment and plan to put new satellite up after you buy so you have to buy more new equipment .clearly not a very good company to work with cost myself 329.00 bucks to find out,