Last updated Monday April 29th, 2024
Rip Offs, service sold by Direct TV
Around 12/20/2015 we called Direct TV to make changes to our tv viewing service, since couple months prior, we were notified by Verizon that Verizon and Direct TV were no longer bundled together in our service agreement with Verizon, and we needed to deal directly with Direct TV about our tv subscription service for now on independently from Verizon, which we were still paying the internet service. At the time we were paying around $150.00 when both services were bundled together Direct TV and Internet with Verizon on the same bill. We then proceeded in contacting Direct TV about making changes to our service and possibly cancel to save money, the representative told us that if we kept the service with Direct TV, it would lower our bill,and give us a really discounted bundle offer, if we cancelled the internet from Verizon, that basically included Direct TV and internet for around $80.00 dollars combined, but with no mention of service being independent in service and contract away from Direct TV, with a third party nor the name of the company which the internet service would be through, nor that it would be a separate contract through this third party company (ViaSat Inc. Exede). in conversation with Direct TV representative we agreed to a new agreement based on conversation over the phone, which only mention we would have a bundle cost of around $80.00 total for new agreement with Direct TV programming service and Internet. We were not told it would be through a third party for Internet at this point still, nor any mention of separate contract agreements. around 12/24/2015 the separate installer came to install the Internet, prior to finalizing the install the technician requested for a credit card, but with no charge on the card, which we later found to be a lie, he indicated it was required for only to activate to service with credit card on file, so we accepted to proceed. In that install visit from the internet service technician there was still no mention we were dealing with a separate company , there was no service contract agreement to mention the separation of contracts, nor any contract to explain that we were tied to any term either, and because it was done through Direct TV, which is a company that has been around and its reputable, we assumed it was all taken cared off through Direct TV, just the same way we had the bundle agreement through Verizon for Direct TV service combined. Immediately after installation, we had connection problems with the internet, the modem kept interrupting service, so when we called Direct TV about the connection issue, thats when we were told we had to call a separate number and company to fix the issues, thats when we found out we were with a separate company Via Sat Inc. In the first month of January the service was plagued with connection issues with the modem, customer service was terrible, we called, we were even threaten to pay $180.00 to replace the modem if it was faulty, we told them it was unfair specially when the service had not worked for the entire month since it first got installed. we tried to cancel, and found we were on the hook to pay $380 cancellation fee. Again it was Direct TV who sold us on this worthless service, we gotten so tired of dealing with ViaSat Inc. or as its being called Exede/ WildBlue. Very disappointed with Direct TV for selling a crap internet. After we complete the service agreement with Direct TV. we will never used them again also for associating with ViaSat.
liberty
At first I was happy with Excede. The installation was sloppy and the service is not cheap, but customer support seemed professional, courteous, and helpful. They were much more professional than the others I called. Huges was the worst. Huges acted very third world. The Huges rep used religion to try to get me to sign up. ☺
During February 2016 I ran out of data and log in my account to add a little more data to get me to the end of the month. I noticed and accepted an offer to upgrade to a faster better service. I installed the new kit exactly as instructed but could never get online.
I tried for over a week with the help of different Exede (ViaSat)
representatives to figure out why there was no connection with the new Excede liberty but the old plan worked great.
I’m not a computer tech but I am a teacher who teaches day and night classes uses technology 9+ hours a day. I know how to follow instructions.
Several of their employees went out of their way to try resourceful ways to try to solve the problem including Jeff, Jackie, Raquel and most notably Sandy. Sandy spent almost an entire hour trying to reboot the system to no avail. During these interactions I was told that this upgrade was not made for my system, should not have appeared as an option, and was suffering from multiple bugs. However, it was too late. I was told that once I hit the upgrade button I could never go back to the plan I had.
However, the last tech 2 person (Alisha) I spoke with was so shockingly rude and belittling that I decided to terminate my account. They ended up charging me an early termination fee as well as a pro rated fee for the new upgraded Liberty Plan.
They are greedy despicable slime bags, but they are all greedy despicable slime bags. Excede might be the best greedy despicable slime bags out there if you live away from typical services. I am now using a cheap hot spot until I find the next best greedy despicable slime bag. I’m hoping some great new internet technology is right around the corner.
Alex
Morongo Valley Ca
Rip off billings
Wasn\'t suppose to be billed for few weeks was billed next day services suspended and no arrangements could be made and false connection deals now still being billed for no services and early termination fees apply... do not sign up with exede data is a joke 0 stars for this company no options to leave 0 stars
I was told this internet would be 19.7 MBPS. I was told that I could watch Netflix, my son could online game on the Xbox, and my daughter could do her college homework all at the same time with no problem. I was told that I could cancel at anytime without penalty or charges. The truth is the speed was worse than 1.5 MBPS I had with AT&T. The company used my check that I wrote for a new router to automatically draft my account for the installation that was never completed and for monthly charges. I never gave permission for my account to be drafted. I tried to cancel the day that it was partially installed and was told that it would be 360$ to cancel. This company is a professional scam artist and do not care about customer service. You will never sign a contract, but they claim that the moment your instillation is complete that you enter a contract. I have never heard of this! Stay as far away as you can!
Data rip off
Data usuage calculator is a rip off . I beleive they dont calculate usuage correctly > I go through 25 gb in 7 days and speed is always slow .when usuage is up its way slower than dial up. They lied and said speeds up to 10mb even on a fast day not true only when they hook you up the guy shows you that. Recently got 4g and am saying good by to excede for same cost and speeds faster
worst experience of my life
There literally is no worse internet service available. Every time I call costumer service I either get hung up on or they try to blame me for their crappy service. I live about 3 miles into the country not in the middle of nowhere but yet I was only able to get satellite when I moved here. Every month I run out of data within the first 2 weeks it rolls over, this month it was 8 days. 8 days!!!! Before running out of data I was told to do a speed test to see if it was functioning correctly, nope it failed miserably, so it runs slow and sucks when I\'m in data and it runs slow and sucks when I\'m out of data. I have yet to receive a bundle discount with direct tv, and both companies tell me to call the other company. If I could go back in time to the day I called exede and signed up with them, I would slam my hand in a door so I was unable to call, and you know what, the pain would be less intense than the pain in my a$$ this company has caused me. Somehow although I never agreed to a contract I am under contract for a total of 2 years, I would never agree to that because I know I wont be here 2 yrs. I hate everything about this company. When I called today the lady that answered sounded like she was in a garage full of people yelling and very unprofessional, she transferred me, then that guy transferred me, then the last guy hung up on me. I am about to lose it! I wouldn\'t recommend this company to my worst enemy.
Don't do it!!
Wow! Where to start? If you are reading this because you are considering Excede, please reconsider. I signed up with Excede and Direct TV as a bundle. At first it was ok, except that the data caps are woefully insufficient for the average user. I lived with it since I died to the fact that I couldn't have Netflix anymore. Also, no one could ever give me a straight answer on when Direct TV used my data. It certainly does use it and at a quick pace. I suspect it gets used when you buy a movie on Direct TV etc.
Anyway, I was surviving with all this and things actually got a bit better over time when Excede decided to give a throttled down connection once you went over your data cap at no extra charge. This was cool - I could at least check e-mail etc.
But now we get to the horror story. I decided I could afford the best connection Excede had to offer - Their Liberty 30 with speed boost! I signed up and within a week they sent out a new modem (with built in WI-FI). It was easy enough to set up and connect and I shortly had the modem humming along and set up the WI-FI. This is great I thought, not knowing the road I was now heading down. Within a few hours the modem was down, with no connection. I called Excede and they said to reboot the modem etc. Everything looked fine on their end, we have a great signal, sometimes a reboot will reset the connection. Ok, perfect - Done! Sure enough the connection came back, but lasted about an hour before it was down. Didn't have time to call Excede until a few days later - meanwhile no internet in the house. Finally got a call in and was on hold for 40 min. Talked to the tech and she said reboot the modem - everything is fine on our end. Perfect - reboot and we had internet for another hour or so. Called Excede again the next day and the rep said we need to send out a tech. Thankfully somehow I one free tech visit on my account (otherwise it would cost $95). So the tech comes out in a few days and reviews the connection, test my dish, tweaks a few things and has the internet all hooked up again. By the time I got home that night - no internet, modem was down. Called Excede again, no problems on their end, they would need to send out a tech (for $95). This was upsetting to me. Why should I pay $95 for a tech to come out and fix something just a few days after the first tech could not fix the problem. The rep said "sorry, its our policy to charge the $95 -it was in the agreement you signed" I'm sure it was in the agreement, but why have such a lousy policy in the first place? (And yeah, everybody reads the entire 42 pages of fine print that states these dishonest polices when we sign up.)
Well I passed on having a tech come out. During this whole time Excede did not offer any sort of relief for the problem. They could build alot of customer loyalty if they would just send a tech at no cost, offer a reduced bill when my connection is not working, or offer extra data, or send a new modem or something! Anything! But nothing from Excede.
I was resigned to just re-booting my modem everytime I used the internet. I did this for about a week, then the modem would not connect at all. So I called Excede again, and spend over an hour with a tech, who would put me on hold every few minutes then come back and tell me we almost had it. We spent a whole hour (missed my dinner) basically trying a bunch of fancy ways to re-boot the modem and restart and clear my computer. I appreciated his efforts, but at the end the solution was not resolved and I had to go. About 10 minutes later the connection came back on. And lasted about an hour or two. Next day it was business as usual - no internet unless we re-booted the modem. By the way, the WI-FI on the new modem was horrible - barely would broadcast a signal beyond the room where the modem was installed.
So, to shorten the long story, called Excede again and they offered me no other options but to send out a tech. Again, seemed unfair to have to pay $95 for a tech visit when the problem was well documented and not resolved by all these tech support calls and one previous tech visit. I only had 6 months left on my contract so I opted to pay the early termination fee (cheaper than a tech visit) and parted ways with Excede. I feel so free!
It would have been so easy for Excede to keep my business if they had some decent customer support. The techs are all pleasant and everything, but it seems like their only option was to re-boot the modem or send out an (expensive!) tech. They could have also gained back a bit of my respect if they had just offered some relief for all the trouble. They could have covered my cancellation fee, offered to send a new modem, send out a tech for free, offer some additional data, or reduce my $150 a month bill for an internet connection that barely worked. I run a business too, and if I treated my customers like Excede treats theirs, I would be out of business really fast.
So all that to say, if you are considering Excede, please do not give them your business. Companies like this need to get the message that to stay in business, they need to treat people fairly and with respect. Do all you can to find other options for your internet connection.
Stay Away
Data leaks away when everything is turned off. I was always over my limit in about 12 days. Started fighting with them in Jan and had 2 cases "escalated" which means they do nothing. When you finally get fed up and cancel they will try to cut their prices and keep you. I got them to cut the termination fee in half.
They offered to cut my rate in half to stay but I was so fed up by their shabby customer service and run around I said no. Actual service is much slower than 4g but faster than Hughsnet which is where I came from
WORST SERVICE EVER
We got this service and after 22 months we decided that we had enough! We went back to our higher priced but more reliable Phone company internet. We had problems with when we had issues we had to unplug all equiptment and reboot the system and then you had to pay a $50.00 service call to get them to show up to fix there own equiptment. Then after we let them know we weren't satisfied they asked us to send the equipment back and take it to the ups drop of so they could get there equipment back. Then after doing them a favor or taking it down off the side of the house and send every thing back they have the nerve of billing me for the last 2 months of service and sent it to an attorney for collections. Now where is my consideration for all the work I did to send the equipment back instead of throwing it in the yard? Ill never use this company for anything and buyers beware!!!
DO NOT USE
Honestly, I have never worked with a company this inept. I don’t even care about the poor product. Dealing with customer service is an absolute nightmare. I called to make an address change and changed addresses twice. Apparently this is a complicated process because both times it didn’t get changed because they didn’t issue a proper work ticket (which I find out 2 months later), and do you think that they could send an email (they have an email address) or call (they have a phone number)? No, instead, I receive a forwarded notification 2 months after I terminated the service that a piece is missing and you are in collections. Of course the notice saying you’re in collections had my old address on it and I received it 12 days after it said you are reported to collections. They refuse to help and 3 different people have taken an O’well attitude toward the situation that was brought on by their mistake. I can’t pay for something that I didn’t know was missing. They don’t care. This is an awful product backed up by horrendous service. I am not even going to get into how they double billed me for several months after I moved. DO NOT USE THIS COMPANY: VIASAT, EXCEDE, WILDBLUE