Exede Internet Reviews 12

During installation, I asked for receipt for “installation fee” and he said as contracted work he was not allowed to. Not even hand written on paper, for my tax records. And, install fees are not ever mentioned until you call them; so it’s false advertising. And since when does a verbal acceptance of installation count as a signature??? I signed nothing, I got only 1 out of an 8 page contract with a computer generated signature (which my attorney says is a form of forgery). Then for about 6 hours after, I could not open app, I could not create an account, signal kept going spotty. So right away I had enough and was ready to get rid of it. Next morning, 14 hours later I started canceling. They wanted to charge $400 in under a 24 hour period of having issue after issue trying to get set up. The phone technician was not helpful. The customer service I was trying to cancel with was not polite, she was unhelpful and snarky, and I kept being put on hold for a combined 2 hours. There was no mention of returning equipment process, she just said must be returned otherwise a $300 fee would come out. I asked how do I return it then, she just repeated herself again. So I went hunting for an address to send it myself. Called them back this time asking to verify return address for returned equipment. He couldn’t answer that question. He said we ship you your label and box to return equipment, again no in depth helpful information beyond that. Long story short I’ve felt like a parent trying to keep a child on track with homework! It’s been almost every day I’ve researched more about company and hidden rules, and called them asking for tracking number and why is UPS saying they haven’t received from Viasat what needs to be sent to me yet, it’s been 4 days from the current 7 when they claim I’ll receive it. I had to call them to even start the shipping process when I asked for the tracking number (I was put on hold for 12 minutes at that point- I’m guessing they were doing that at that point). It’s been a nightmare and like pulling teeth to get anywhere with them. I’ve never dealt with such a shady, and underhanded company ever… they are the most uncooperative, unhelpful, sly and manipulative bunch of scamming type people. All of this has been in a span of 2 1/2 weeks too!

Very poor service!!
Even YouTube lags ALL month even the first day of my contract each month. It is throttling down terribly slow. This may be due to many customers and only so much bandwidth. We stay with him because there’s no other type of service available in our area :( !!! If there was, we would move to it!

Their unlimited plans aren't unlimited. I'm suppose to have 100GB 25mbps speeds until I reach that 100GB threshold. I have days where I have 0.005mpbs download speeds when I haven't even used 1/4th of the aforementioned 100GB promised. Even worse, my upload speeds are upwards to 25mbps, but not once has my DOWNLOAD speeds ever been close to 25mbps.

ViaSat Exede will screw you. Do not call them. Do not listen to anything anyone says. They're terrible. HughesNet is a direct competitor, but Exede is just as bad as HughesNet. If you can avoid either Exede or HughesNet, DO SO AT ALL COSTS. They do not provide 2019-viable internet. They're awful and they will try their best to lock you in a contract, even if it requires them to forge your signature for you when you're not home.

This is a fair warning. AVOID EXEDE AT ALL COSTS.

i would try ViaSat because there new unlimited data. It looks very speedy for example 44.77Mbps

Terrible internet service and even worse customer service. Always out of data and the customer is always wrong. Never ever again

This is the letter I wrote to the Vice President, Customer Service at Exede:

I have internet service at my cottage through Exede. Frankly, you weren’t my first choice because of reviews. You were my only choice. This is a rental property which is very high end, so when my renters come they expect at least minimally working internet. I always warn them that it is slow because they are in “northern Michigan”.

This weekend we had new renters in for the week. On Sunday they called to say there was no internet service. My property manager went over and did all the basic things (unplugging the modem, unplugging the router, hoping things would reset) and nothing worked. So she called customer service and was told the first available appointment to repair it (they checked the line and said it hasn’t worked since February) was today – three days. They gave her a window of 11:00 – 2:00 p.m. when the service provider would arrive. My renters were unwilling to be tied to the cottage, so I had my cleaning lady come at $50 per hour to wait for your repair guy. Excede (Jordan) called and left a message on Monday to confirm the appointment. I called back and left a voicemail (no one answered) confirming it. I then took the step of calling again the day before the appointment and got someone who confirmed the date and the time, and even said it might be earlier than 11:00.

At noon today, I got a call saying that the tech’s first installation was “running slow”. I explained my situation with my cleaning lady sitting there at $50 per hour waiting for them. She said there was nothing she could do. I called them a few minutes ago at 1:50 p.m. and got the same woman on the phone who was very abrupt and rude (the reason for this letter). I again explained the problem and she said, “Well, there is nothing I can do.” And I said that the answer was unacceptable. I was keeping my end of things and having something sitting there at $50 per hour so they could come and repair this system. She made a phone call and said, “He’s still having problems and it’s going to be another two hours or more.” I said, “You have to be able to do something” and asked to speak to someone else. She told me, “I can transfer you but she is going to tell you the same thing.” I said, “Transfer me.” She then came on and said, “She’s on the phone” and I told her I’d wait. And she HUNG UP ON ME.

This whole scenario is wrong on so many levels. To have an expectation that your customers have nothing better to do than wait for your service people all day is ridiculous. To then have so little regard for what we as customers have to do in order to be present when your service people finally decide to show up is worse. But to be hung up on by your customer service people is 100% unacceptable. You put multiple times on your phone holds that you record these conversations. I encourage you to listen to the ones I had today. They should be embarrassing to you.

I recognize you are in Colorado and northern Michigan customers are probably low on your totem pole, but intend to write every possible bad review I can about the level of customer service I received. I

Don't buy this!
They sell you an unlimited data plan, tell you after you use 150g of data that you will be slowed down during peak times, well slow means STOPPED. I could do nothing. When I would call customer service, I would be told that I needed to stay within the 150g limit. This went on for several month's until I gave up and purchased another unlimited plan from another company to suppliment Exede! Then my speeds within the 150g was 2.0 mbps download, was told it was due to congestion that I would have to wait to use my unlimited plan. What a rip off!

This could be a book, but I will try and keep it in a nut shell. We live in a rural area and options for internet are minimal. Two years ago we were forced into trying a satellite based internet and chose Exede. $80 got us 12 Mbps which should be enough considering we don’t do games, rarely stream anything and mainly surf the web, some YouTube and order a lot off eBay and Amazon. When reception was good it really wasn’t too bad and speed when the internet was working wasn’t bad either. In 2 years we were able to download one movie, which took several hours, and our 12 Mbps was spent. We tried about 2 other times and couldn’t even get the movie to completely download because the 12 Mbps would be completed before it was done. The first 6 months, or so, I was on the phone with them monthly trying to determine what was going on with the way they counted usage, returning equipment that failed once, and finally just concluding it wasn’t worth my time and aggravation to continue the monthly inquires. Spent the next 1.5 years living under a contract with a ½ working internet provider and paying out $80 a month for service that wasn’t there. I finally get down to the last month and call and tell them I want to cancel service because it was inadequate. They told me that they needed the modem, cables and the little box up on the dish that they put up so I would have an equipment charge. I told them they were welcome to come get it because they put it on the second story. They said there would be a $95 service call and they would not be taking or removing the dish. How convenient! Begin 60 years old getting on my roof is not wise, I have to dispose of their trash and repair the holes in my roof. Looks like I have to hire someone to do their work because I have already been robbed by them over the last 2 years. Also, since I called a month ahead and told them I was canceling they went ahead and turned off the internet completely a month early, did I mention that I am still paying for that last month so I don’t have early cancellation charges on my final bill. Moral of the story, if you have any other option try them instead of Exede. We are now going with AT&T hotspot and so far it appears to be working ok.

When I called to order, I asked all the questions. They said as long as I was not a gamer, I would notice no difference in my internet than from my previous broadband. I signed a 2 year contract. Within 12 hours from installation I was out of data and my service crawled. Within the first week it was down 3 times. I had to wait to get broadband installed before I cancelled with @Exede. It only cost me $330 to break my contract after 15 days. I wish I had read the credible reviews first.

So disappointed in their customer service. My mother/father are the ones who subscribed to exede internet and he is an older gentleman who was moving after a divorce so he had to cancel his service. Well, he did so on the phone... and that month he no longer had internet service. Skip to the beginning of the next month and WHATS THAT? Oh yeah, a new bill for what he had been paying monthly. Upset, he tried to find out what happened and called customer service. They told him he had to pay that monthly amount... so he did. By now, he's in his new house and guess what happens again, the next month, ANOTHER bill. Ridiculous. So I get on the phone and call to tell them he needs this cut off asap and I'm not paying this last bill. Oh no, they won't allow that, it has to be paid prior to a full cancellation. BUT DIDNT HE ALREADY DO THAT!?!? ugh. The lady was so rude and smug about everything - and I'm a very nice person and it takes a lot to make me angry. In the end, she's making us pay the 2 months of $72 each and on top of that he had to pay the $255 early termination fee because he has 17 months left in his contract. You guys, my parents have been using exede for 4 years .... they got a divorce.... it was in my mom's name and they told him he had to open a new account in order to keep the service. A new account means a whole new contract. Such BS. Oh and on top of that, he has to go back to his previous house - of which he no longer owns - to get the freaking satellite arm off of the satellite on the roof or he'll have to pay another $300. Absolutely ridiculous treatment of an elderly person who has been a loyal customer for the last 4 years. I will never ever ever recommend exede and I feel bad for those out there where this is your only option.

Not too bad - a little slow at times, but good most of the time. A wireless, satellite provider - doesn't use cable or phone line.

I moved to my new home in December. The only alternative available to me for internet was one of two satellite providers. Based on their assurance that with the plan I chose (The Liberty Pass) I would never experience speeds slower than 1 mbs , I chose Exede. For the first few months I was completely satisfied with the service. I bought 10 gb of data per month and while I had data my speeds were around 10-12 mbs. When my data was exhausted my speed dropped to the promised 1-2 mps. This was always enough to do anything I normally do on the internet. Last month we began experiencing severe lag in loading pages and roughly half of the time we had no connectivity whatsoever. My plan renewed and things started to work the way they did originally. Mid month we began to experience severe lag again with no connectivity approximately 80% of the time. I contacted customer service and was told my data had expired and my speeds were restricted. I told them my data expired every month and I was still able to do the things I wanted to do and that something was wrong. They checked my modem, refreshed signal and eventually told me that their policy had changed and that they no longer guarantee the 1-2 mps speeds I was promised in the beginning. Now they said, speeds could drop down to 256k and no connectivity was acceptable. I requested that they cancel my contract with no penalties since they were not living up to our agreement. My wife and I both work from home and require reliable internet access. I was told that wasn't the way it worked. I mentioned a lawsuit, was told by the agent that that was what I should do, asked for a supervisor, was told none were available and that I would receive a call within 48 hrs. Four days later and no call. I recently purchased additional data, which I'm sure was Exede's plan the entire time, just so I could post reviews and explore the option of filing suit. Their practices are fraudulent, dishonest and unethical. If I stop paying due to their breech of agreement they will simply destroy my credit rating. This is by far the worst company I have ever dealt with. If you have no other choice in internet providers you'd be better served to do without internet rather than to enter into an agreement with this pathetic excuse for a company.