Last updated Monday April 29th, 2024
Worse Service
The internet was very slow and frustrating. Charter Communications offered me a deal and I accepted. I cancelled my service today and told them I would pay for 5 days only used almost 2 GB so I feel I should not be charged for this month. They finally after unpleasant communication they decided to cancel my service. Then saying I would be charged for this month and it is only the 5th. I wanted the dish to be taken off my roof and they wanted to charge me when I have a service protection agreement. Unbelievable I don\'t think I should even be charges for the disconnect fees but Charter is going to pay for it and I agreed to that if they would come and get the dish of my roof and they wanted to charge 95.00 and for what I don\'t know. It\'s there equipment why not reuse it. That is what is wrong with the country now waste waste waste and this company don\'t care as long as they get the money. The service is terrible
dont get it
i got excede through directv, i have had problems with it since i got it.we lose it 10-20 times a day. I have called several times and even had a technician come here look at the box and said "its fine". When i call they tell me it will cost $100 for a technician to come out again, so i asked to speak to a supervisor and was told i couldn't. The last 2 times i called they blamed it on the weather ( it was sunny and 80 here)I had comcast for 10 years before this and i switched to save money, i will be going back to comcast it is worth the price while excede is not !!!!!
I am an angry and disappointed
I have been customer of Comcast FOR 20 YEARS. On Saturday 5/28 I received a notification from Comcast with slight increase in monthly pay and I decided to change to AT&T. It was the most stupid decision of my life. I called Direct TV and had no problem signing up with them. All started with bundling landline and internet with Exede. They sounded very nice I was told that low speed will not work with games but perfect with other uses. The installation was supposed to be free. I accepted and set up the installation. First the installer came and said that their standard installation requires punching holes (6 holes) in the roof and if I wanted to use the rafters under the roof I had to pay $140.00 extra. I* did that and paid directly to the installer. Then he set the system and left and I left with the system so slow unbelievable. I called the installer on Thursday and told him the system was unsueable. He never returned the call. I tried to download MS office on Friday and It was never able to finish and message I was getting from MS was indicating that my internet was so slow. I called EXEDE on Saturday and told them to cancel my account. They told me that I have to pay $350.00 for two years contract and they have already charged my account for June usage. I was flabbergasted and regardless I cancelled the contract. I will dispute both charges to my account and I will sue them in small claim court. I fell for this assuming ATT was the company behind this company and you expect better from this. Just an advice to you readers, Do not fall for these kinds of sales that obligate you with a 24 months contract before giving you a chance to try and see if it does with it claims to do. I cancel the whole thing and will stay with Comcast. It may cost me dearly but at least I learned alesson and have an opportunity to forewarn others not to make the same mistake I made.
As useless as tits on a boar!!
We have had our internet for three years now only because we live out in the country and no other company provides service by us (believe me my girlfriend called everyplace we could think of). We have had issues since the first month of service. We have called almost at least once a month complaining about the slow internet. My girlfriend had to use her phone as a hotspot almost half of the month to get her school work done for the past two years. We recently went without internet for two weeks and when we called we were told if this happens again they would reimburse us for those two weeks, which they should have done in the first place. Customer service was always friendly and would give us extra GB but within a couple days we would run out again. We have never been able to download videos, used our Netflix one time and since then cannot connect to it. My son can never connect to his xbox one to play any games that require Internet. After the problem of not having internet for two weeks (mind you this has happened multiple times a year with them and we spend over an hour on the phone trying to do different things with the box connection when in reality they should tell us we had used up what little internet we were given), we were out again last week so we called back to get the reimbursement and help because now the box wasn't working. My girlfriend spent 75 minutes on the phone and nothing was being solved. We were never offered a reimbursement for it not working. We were told some representative would call in one to three days. 8 days later after not having internet they called back and after some serious complaining the guy gave us another free 5 GB. If only their internet service was as good as their customer service this company would run great! Unfortunately this is not the case. We even asked the people we talked to if they used Hughesnet at home since they work for them and they don't. Pretty sad when your own employees know how shitty the service is and don't use it. We are going to switch to using a mobile hotspot from our cell phone company which will be $35 less and we get 20GB instead of 10. At this rate anything would be better than Hughesnet. If we could give s negative star rating we would give it -4/-5, the only negative star left would be due to the customer service, everything else about this company is a joke.
Lovely customer service rep
I had an internet outage and Exede was having technical problems with their server to assist customers. I was told the first time, to call back in an hour, when I did the second rep apologized and still said that since they were down, she could not get into my account to help me. So I was told to call in another two to four hours! I called back two hours later still without service and the nicest service rep I can ever remember encountering on the telephone, introduced herself as June, and dedicated herself to troubleshooting my problem. After she guided me through the who process of trial and error, we discovered that it was a simple problem that she fixed. It was such a pleasant experience and I hope that wonderful lady gets recognition for such a job well done!
Exede vs. LTE Hotspot
To give people a comparison between getting an LTE Hotspot(StraightTalk/Verizon) or getting satellite through exede.
When tested on speedtest.net
Exede: Ping 687ms, Download 9.41mbps(have had speeds up to 18mbps in good weather), .79mbps upload(as much as 1.5 mbps in good weather)
Page loads timed with a stop watch - Google 3sec, Apple 12sec, Amazon 26(complete page loads)
Page loads tested with Pingdom - Google 760ms, Apple 2.28s, Amazon 1.54s
LTE: With 2 bars of signal strength(Weather not a factor): Ping 72ms, Download 1.61 mbps, Upload 1.19 mbps
Page Loads timed with a stopwatch - Google 1.68s, Apple 13s, Amazon 11.81s
Page Loads tested with Pingdom - Google 704ms, Apple 1.54s, Amazon 1.73s
Exede's cheapest plan (Liberty 10) is 59.99 a month plus 9.99 a month for equipment charges. The equipment charges are not clearly stated on their website. Their website says that once you hit your data limit you will be slowed down. However, given the nature of satellite internet and it's dependence on wether conditions it will seem like you have been cut off completely. Also be prepared for their customer service to blame the weather every time there is a problem, and remember that heavy clouds, rain, snow, etc will make the service stop working. Exede in my opinion is notoriously unreliable and while the speeds that speedtest.net show are within their claims the service has frequent slow periods and they do throttle their customers more heavily.
LTE hotspot. I purchased a straight talk hotspot (using verizons network) at walmart for 49.99. You can purchase data for a little as 10.00 per GB. A little pricey but the device works the same regardless of the weather. My experience thus far is that the responses from the LTE device are much better and more reliable. While the tests show that it is slower, actual usage feels much faster and responsive than satellite. The only real downside is that once you run out of data you can not do anything AT ALL. Whereas exede does allow you to keep browsing the web(albeit at slower speeds). However, at those slower speeds in bad weather you may as well have dial up or nothing at all. Exede is beyond useless when the weather is bad.
All in all I would not attempt to run a business on exede due to it's unreliability. Plus if you are having trouble and a technician has to come out to your location, they charge you. In addition to being roped into a contract for 2 years. With an LTE hotspot you have the option to purchase the device and go prepaid with no contract. At least that way if you get one and it doesn't work you won't be obligated. So my advice would be to try a hotspot first and then look into satellite.
When I call for service, I was given the option of leasing the equipment for $9.95 a month or purchasing it for $199.95. I opted to purchase. The tech came to install last Monday. (almost 2 hours late.) First he informed me that the equipment they sold me would not be wifi compatible. He sold me another modem for $50. So now my equipment is up to $250. Then he didn't have enough cable, so he pulled out our old Comcast cable and used that. The next day, the electric outlet that he connected to burned. He left the heavy power box hanging from the outlet and it pulled the outlet out of the wall. The outlet was melted and burned. On top of all that, the internet service is sketchy at best. Hours go by where we can not get online at all. When I called tech support I was told it was weather related and they couldn't do anything about it. But the connection problem has been going on since the day it was installed. Now I have a burned outlet. Not enough coax. An extension cord running across my floor. (Because, I can no longer use the outlet that burned.) And intermittent service at best. And I was billed for the first months service the very next day. Very disappointed.
Worst service ever!!!!
Classic bait and switch. After explaining what my needs are to a salesperson I was suggested a package that would suit my needs. 3 days into the month all my data was used and additional data was my only option at an additional cost that could easily TRIPLE my bill. When I tried to cancel my service, after I was on hold for 2 hrs. and 10 minutes I was told there was NO way to avoid paying a $340 early cancellation fee even though I was sold a faulty product. EXEDE would not allow me to speak with anybody higher than a Supervisor so that I could explain that what I was told and I paid for was not what they were delivering therefore I should not have to pay the penalty. My pleas fell upon deaf ears. I would NEVER recommend this co. to anybody, ever. My warning to you is STAY AWAY!!!
Personal
My mom and I both purchased Excede on the same day. Tech came out on Monday. Tech installed equipment and left. Did not wait to see if it would work. Come to find out I need a laptop because my PC is out of date. We both called 3 days later to cancel and both times customer service was rude and hateful and said we could not. If we did we would be charged $350. They already billed me for the first month within 24 hours of getting it installed. They only bill you online and will hold a credit card on file.
Not worth it
This internet service is no better than Century Link and cost 50% more. If it wasn't for the 2 year contract, which I thought was only for direct TV as they didn't tell me it also applied to Exede...I would be gone back to Century link. This internet sucks. Any kind of bad weather and you are screwed. My service was out for 9 days at one point. I will say they did credit me, but would never recommend Exede.