Last updated Friday May 3rd, 2024
Complaints
Signal always goes out with the slightest cloud cover.
It's taking 56 hours to get a tech out to fix it.
They charge service calls to fix their problems
Speed it ridiculously slow
awful
I tried to watch a video from Amazon Prime, it was a 47 min. video, old TV show, it stopped 125 times during that 47 min show which lasted almost 1 1/2 hrs. If any other human is watching anything via internet I am out of luck ! Today was football day so guess that\'s why I was kicked off. If I could stop my credit card payment tomorrow I would. This internet is the worst possible thing to happen to streaming video !!! Please give me my freedom from this !!! Every time I try it stops, \"please wait, reloading \" every 2-3 minutes. Someone needs to stop this company.
Service is HORRIBLE!
This service is horrible! I am counting the days till my contract is up! Every time I have called to complain they tell me I have used up my quota for the month, I really don't know wht the quota is but it sure must be small. We never do anything like stream movies or something else like that that would use up a lot of data. So if you don't want to be really frustrated with your internet service stay away for this provider.
Horrible customer service .Just spent 2 hours on phone for nothing. Would not recommend to anyone!Tell me all is fine but does not work !Will not send out a tech to fix says probably my router brand new netgear that I have already replaced! expect me to keep paying for nothing !
BIG MISTAKE
-10 horrible customer service . i haved called to get someone out to check my equipment they want to blame my rounter. brand new i have spoken to NETGEAR . THEY TOLD ME IT WAS MY MODEM I AM ON MY SECOND MODEM .
Horrible Customer Service
Exede internet has rescheduled my internet installation 3 times. I have missed 2 days of work because of them. They told me the technician could not install my internet because they had to help out a more important client. I asked why there are clients that are more important than me? The guy said he wasn't sure but he let me know that he could easily remove my information if I didn't want to work with them (that was probably the best advice I have received). They show no customer loyalty and when I call in about the technician not showing up for the scheduled appointment, they ask if I want to remove my account with them. This company has gone out of their way to humiliate and disrespect me.
Exede Internet Horrible
I had never heard of "Exede" until a customer service rep at Directv recommended their services so I could use "On-Demand". I did not need internet service for my computer because I have unlimited data on my cell phone and I use the "hot spot". Right after the service was installed, I learned I could not use "Exede" with my cable because of the speed. I contact Directv because their rep gave me incorrect information. Directv stated they were sorry but couldn't help. They took no responsibility for leading to Exede and being stuck with a service that I could not use. I called Exede and was told by a manager - I would be charged the full cost if I cancelled. Every month I am charged for internet service that is to slow use with cable. Two days after my new billing cycle starts, I receive an email stating my data is running low (despite not using any data). My password is protected but the data runs out. When my contract ends, I will never use Directv or Exede. Both companies took advantage of me know full well - I couldn't use this type of Internet service. This is like pouring money down the drain.
Don't buy it
Don\'t buy this service. Was told how fast it is and was compared to Cox. It is not fast and is limited. Stay away I wish I had read the reviews and am considering paying the 300 to get out of the deal
This complaint is about more than just the speed (DSL is equivalent) and billing!
We signed up for internet satellite (turned out to be Exede) through DirecTv and were to pay our bill through them. We use ebilling through our bank and do not allow services or companies to automatically withdraw from our bank or credit cards. We also do not submit our credit card or bank information on their payment sites.
We later learned that DirecTv and AT&T merged. The Exede installer came out and installed the equipment. At the end of the month I checked their website and found they had billed our credit card without our authorization. I had not gotten a bill from DirecTv so I checked and there was nothing for Exede on our statement. Called Exede and learned they as soon as DirecTv and AT&T merged, Exede cut off their relationship with DirecTv due to AT&T being their direct competitor. Exede explained they only do automatic payment. After explaining that our contract was with DirecTv and if they had no other means of accepting payment we would be cancelling the service. We were told we couldn't cancel! But, after transferring to some type of manager, they said they would send an email notifying that the payment was due and we could send payment from our bank electronically. Wrong! Our payment was due on the first, a statement showed up on the My Account page of Exede's website on the second (which I paid on the second).
They shut off service on the tenth (but we were gone for a few days). On the 15th, called and were told they had cancelled service due to non-payment. We were told that they have no way of recieving a payment from our bank (BTW, when I setup Exede into ebilling, it indicated there was a payment relationship between Exede and my bank!!). So, the during the previous phone call the person lied about allowing us to send payment through our bank from our bank's website! We cancelled on the 15th. We also cancelled the credit card that they had been using, which had been acquired from DirecTv (DirecTV had it because they used it 20 some years ago for credit check only).
Exede told us they would send a box for the dish and we would have to send it back within 30 days or be billed for the equipment. No box arrived by the end the 25th, so, again a phone call to them. They showed in the 'notes' that the service was cancelled, but it didn't get cancelled. No box was sent!! This time, the conversation was along the lines of, "you have to pay the full contract, or it goes to collections", for a FULL 24 months!
The bottom line....they terminated with DirecTv, but we were never apprised of this change, their billing/payment method, or that there was a term to the contract. We would have never signed up for this service. I understand this was caught up in litigation between the two companies. But, never prior to, nor during, installation, or by email were we notified. We probably inadvertently signed a 'contract' when the installer had us sign his tablet, but he explained that it was only to the effect that he had installed the equipment satisfactorily so he could 'get paid' for the job.
So, we've cancelled. They won't accept payment by our method because they say they can't. We believe we don't have a 'contract' with them, when they say they do! So our only means of keeping this off of our very good credit rating is to pay it! Due to no fault of our own, we are caught between a rock and a hard place unless we get an attorney! Costs more than the $350 for the reaminder of the 24 month contract.
****BTW, this service is no faster than DSL, which we have since learned is available on our street (we were originally informed only dial up was available in our area!). We had DSL at another location and it worked fine. Exede does have slow down periods, but again....get DSL for less money!! Satellite service is like mobile data, you pay for the GB's you use (12 G's for $80 goes quickly!). DSL is unlimited, and we are paying $30.
Service Dept takes pride in messing up your system
The right hand doesn\'t know what the left hand is doing in any of the departments. What they do doesn\'t make sense. I called after rebooting my system and still couldn\'t get on - so the \"service Dept\" passed me to the \"Advanced Service\" dept - after more than an hour - the \"tech\" put my computer into safe mode and disconnected me. I had to take my computer to a real tech to get it fixed. Call back and am told that they have reset my system so much , they will send a service tech out. Call the next day, as no one had contacted me - told I was being accelerated and would have a call back within an hour. No call back. NO record - It just went on and on - finally got a different provider. Canceled the service - there\'s no record of that either - spoke with Corporate, sup[osedly it\'s cancelled at 9/5; but they took the monthly fee on 9/24. And if you call and get the recording about payments - the recording says the auto payment continues until Aug 2017. Finally spoke to someone in customer services after 2 tries - they put you on hold and discount you as a matter of routine. Person acknowledges account is closed and equipment received back but i\'m told that i have to fax the proof of shipment to them!? She wasn\'t aware of the recording. Asked how to stop it and supposedly she did and a refund would be sent in 21 days. So far, no problem with HughesNet