Last updated Monday April 29th, 2024
Having been a customer of WildBlue then transferred over to EXEDE due to their merger, I have had nothing but problems with connectivity on and off. I recently purchased a new TV and decided to upgrade my cable box and bundle the ingternet in with it for better service and to save money. I contacted EXEDE 6 times on 4/15/2016 to disconnect my account and each time I was either cut off or told to try back in 2 hours when their computer was up. I called back in on 4/16 and the conmputer was up and the customer service rep took my cancellation request. I asked that it be cancelled as of 4/15, due to their computer being down and he said they cannot backdate it. I then asked that the refund check be sent to me and I was told that there is no refund, per the contract. This was never voiced to me when they called me up and told me I ws being switched to exede. My billing date is as of the 29th so I should have been issued approx $40 . Live and learn, it cost me $40 but I am out of their service.
Uninformed Customer Service
I've had this service for about 8 months. If I could have any other service I would take it in a heartbeat. I've looked for DSL options, and even dial-up to replace this service.
I lose internet connection at a minimum of once per week. I live on top of a hill in an area with completely clear skies 95% of the time. There are no obstructions causing this.
The times I've contacted customer service in the past have had pretty much useless results. But, the most recent issue has been the most frustrating and prompted me to write this review.
Internet outage occurred on Sunday (confirmed by reps at Exede). Since the service disconnects semi-regularly I spent a few frustrating hours trying to fix it myself before calling. I would've liked to have checked some sort of status page to save myself some frustration, but they don't have one.
But, let me back up slightly to tell you about the part where the first customer support person I spoke to did all the BS initial troubleshooting steps before even confirming if there was or wasn't an outage affecting my service. Why is this a problem? Well, because before we started disconnecting and reconnecting all the hardware my modem was working and properly connecting to the satellite, and since that point it will not. Seeing as it was a completely unnecessary set of troubleshooting given the outage I find that a bit frustrating.
What makes it even more frustrating is that I'm now going onto my 6th day without internet due this oversight. Oh, but it gets better.
Once the outage was fixed, and we spent countless hours with the scripted tech support trying to resolve the issue and determining it wasn't possible, we had to find another resolution. Spending so much time on their site that day I saw an option for an upgraded WiFi modem and router that would give us faster speeds, and since my modem was now broken anyway I figured this is a good time to upgrade.
I have a few questions first. Basic stuff like can I do Port Forwarding and control the NAT. Basic settings stuff. I have to speak to the advanced tech support to get these answers. When I talk to them they can't answer these questions. They're reading off a script as well. Useless.
Ok, whatever. I can get into the settings. I can probably adjust them as needed. How about a simpler question. How long will it take to get the new modem? 3-5 days is the answer. Ok, well seeing as I need a new modem anyway I'll go ahead and do that. Is there anyway you can expedite the shipment since my internet is down? Nope. Awesome! But we could pay to have a technician come out and fix the replace the broken (slower) modem. It would take about the same amount of time. May as well just get the upgrade and wait.
A couple of days later we call to check on that shipment, thinking maybe we can talk to the shipper and arrange for it to get here faster. It hasn't shipped yet. Oh, why not. (They're talking to my wife) Well, mam, it takes 7-10 days to get the new modem. Seriously? Cause when we made this decision on Sunday it was 3-5 getting the modem to us within this same week. Did something change? Oh, here's where I should mention my wife's full time job is as an online college professor so this lack of internet is quite impactful on her. She's also enrolled in an online phD program, double whammy.
So, now we're a couple of days into the outage and it's now 7-10 days to receive the modem instead of 3-5. Well, we're stuck and already a few days into it so I guess we're just going to have to ride this out. Fast forward a couple more days and we call again to check on status. Status: Hasn't shipped. Why not? Oh, mam, it can take UP TO TWO WEEKS before we process the modems for shipment from the warehouse!
All of this information would have been useful back on day one when we were making decisions about how to proceed after unnecessarily troubleshooting a fault that didn't exist and subsequently breaking equipment in the process. So, their story has changed every time we've talked to them and though they did agree to refund a portion of our bill for this month due to the outage (a small show of good faith admittedly) they have done nothing to help actually expedite a resolution to the problem. In fact they have only prolonged the situation by providing all sorts of misinformation each time we've spoken to them.
At this point we've now gone back to asking about that repair since we can't wait two weeks for processing plus 7-10 days for shipment before we get internet service again. The repair guy can get out here in a few days (they're not going to rush him any either despite the mess they've caused), but we have to cancel our order for the upgrade modem in order to do that. You see, you can't have two completely unrelated matters happening at the same time for some reason, which makes absolutely no sense.
So, at this point we have to pay to have a repair or replacement done on our broken modem (which wouldn't be broken if we hadn't been troubleshooting for no reason), in order to have internet restored in anything approaching a reasonable timeframe (over a week in all). After that's done we can then reinitiate the order for the upgraded modem to maybe get something resembling acceptable internet speeds.
Bottom Line: If you have any other internet options in your area, and internet usage is of any importance to you for business or recreation I highly recommend you go with another option.
Surprisingly Great Service
We had a minor, intermittent problem (couldn't see photos on Facebook)that we thought we'd narrowed down to the sat service (occurred to multiple browsers, multiple platforms, but did not occur on iPhones via cell tower). I was quickly escalated to level 3 and a tech spent over two hours with me. We discovered that it was a router problem, not the ISP's. The tech was very competent and helpful.
Very little for the money.
We don't have many choices for internet in rural Oklahoma. They started out fine but we always were short on our monthly internet allotment. After looking around we found another company with the same price and twice the GB's. It took forever just to find a phone number to cancel. Once we did, we were only 4 days into our month and they wouldn't refund any of our payment. Will not work with customers at all. Not cool.
Non-existent customer service. My computer has "not connected to a network" every night for the last 2 weeks. I've called and gone through their "protocol" ie: plug, unplug, only to find their Tier 2 tech dept. is closed. Copious notes have been made, but no one can seem to find them and, even given a ref. # for my next call referring me to tier 2 because of issues found, I was told that NO issues had been documented. I'm looking for any options at this time.
Stay away!
We had this service for less than 2 months and then went on vacation for about 2 months. We were pleased to find out we could suspend the service while on vacation and that we could resume when we got back and have the same features. We just got back and found out they changed the plan on us. We tried to get back on the same plan but no deal, so now we're stuck with a crappy plan unless we pay more. You think you have a contract but it only protects them, not you. Bad deal and a dishonest company. STAY AWAY
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Terrible
The only thing worse than the Internet provided was there customer service. Speeds were very slow, much less than advertised. Spent two hours on the phone with customer service only to be constantly talked over and belittled. Only cost me $400 dollars to get away from them. I could keep going. Stay far away from this Company. I wish I could rate 0 stars.
WORST SERVICE!
I was having a lot of trouble with internet connections in my house and decided to call Directv( my cable company) to check if they offered internet service. I was recommended this company by them and that was the biggest mistake I ever made.
First, they never said I had limited DATA in my own house. So one time when I tried to watch my apple TV I just couldn\'t get in because I was out of data. WTF??????? $80 a month?? Really??
Second, every once in a while my internet connection would turn off by itself.
Third, I called them a few times but no one could solve the problem.
When I decided to cancelled the service they said they would charge me $250 which is a joke because there was never a contract signed, and on top of that they sent me a box to send all the equipment back, and one of the equipments is mounted on top of my roof. And, if I don\'t send it back there\'s a $300 fee.
PLEASE DO NOT ORDER ANY SERVICE FROM THIS COMPANY EVER!!!!
Just OK
When it works, it's pretty good. My biggest complaint is that service is SPOTTY - fast one minute, slow the next. Reliable one day, up and down the next. Nothing to do with the weather either, sunny days are as unpredictable as stormy days.
Sadly, it is the only option we have for high speed - no one else services our rural area. If you have a choice, skip the satellite and go with a land line.
Disregard for Humans
I live about 5000 feet elevation in Santa Cruz, CA and Exede was my only means of obtaining internet service and VOIP voice communications. As one former subscriber mentioned earlier, my service was also abruptly disconnected without warning for no viable explanation. Their inhumane behavior left me stranded alone without outside access to family, friends and emergency services for several weeks until I reconnected through another provider. Their selfishness and disregard for human life leaves a sour taste in my mouth.