We moved to a rural area in TN and had a hard time finding an Internet Provider. We came across Exede and spoke with the fellow who installs the dish (and his son). They were kind and helpful, However - we could not get a straight answer on which package to use as we asked them (and exede themselves) to explain how their system (gigs) work. No one could give us a straight answer. We went and ordered the set up and everything was fine, until we got notice that within 3 days we hit our maximum (on the second day, I was hospitalized - yet there was internet being used?). When I initially contacted them, I was connected with a foreigner who would only read off of her script and would not/could not answer my questions. Her only means of responding was telling me to upgrade my package. I was so angry, I ended up hanging up. Then when I called again a few days later, the individual on the phone was so rude - I had to give the phone to my son as I refused to talk to such a disrespectful piece of garbage (and that is putting it nice). My son tried his best to fix the account, made sure everything was taken care of and now today - our account was knocked down to 1gig as THEY are still on last month. My son called them and the individual on the phone was again a rude p.o.s. to my son. This company couldn't care less about real customer service. The minute another internet company comes into my area, I will be dropping this load of a useless company. I would not recommend that anyone use this service. They are the opitomy of terrible customer service. All they care about is getting your money and in return they offer you nothing. Please use a different company as they deserve no ones business.
Exede Satellite internet Are Thieves Liars & Will Not Do Anything but take your money for slower than dial up service or zero service & when you call tech support or customer service they are rude then hang up on you over & over. Had Exede put in in December. Been getting screwed since. Now its so bad I cant do anything online & in 4 days even tho left unplugged all my datas gone. First on their page they offer several data plans one was 50gb for one price but when you call they say that plan isnt available where you live and charge you three times as much for less data.Then They had me sit at my house an entire day & never showed up. They offered me a free month to give them another chance.the guy who installed it put it behind a sectional couch we couldnt get to it. So he had to come back again. So i was offered 2 free months. well The internet is slower than dial up and on the day after my new month was supposed to start & my free data would be added from my 20gb credit I got an email saying I had exceeded my data. I called again told the woman everything told her there was no difference the entire month its been slower than dial up. She said she couldnt help me until i reupped my data plan she say my free credit wouldnt be applied until the 28th 4 days later. I asked to talk to supervisors she refused to help me.. I told her it cut down was just as slow i only knew because of email that i had exceded my data instead right after i got off phone they cut it down so slow i could do nothing. Noone will give me any answers or help. Since the 28th internet completely unusable no matter what time of day or night. Exede refuses to do anything and its gotten so much worse. My data was reloaded 4 days ago 25 gb its so slow its unusable so I leave it unplugged except during freezone from midnight to 5 am. I use my cell or dial up internet during the day. Yesterday I called again to my shock 55% of my data was gone. For a router I'm leaving unplugged and even during freezone nothing will download. 4 days ago at 1am during freezone tried to download a on demand movie it still hasnt download not any. Then i unplug before freezone ends. So only data I've used is maybe a gb at most from doing the speed tests Exede had me do troubleshooting that they said they would put back on my account. Its not my router i even bought a new one to make sure. Both of my routers ive tried are new & i have troubleshot both from 2 different companies. Its on exedes end not mine. If u ping test my router its 3 times faster than the speed tests when my computer is plugged directly into exedes modem. They said a bunch of customers datas gone like mine & they admit its their fault it will be fixed they'll give me 6 gb plus set my data back to my entire 25gb..NOPE THEY HAVEN'T NOW ALMOST ALL MY DATAS GONE. THEY REFUSE TO SEND ANYONE HERE TO FIX THIS IVE CALLED EMAILED EXCEDE SEVERAL TIMES A DAY SINCE THEY PUT IT IN ON DEC 23RD BECAUSE ITS NEVER WORKED RIGHT AND NOW NOT ONLY IS IT UNUSABE & WORSE BUT I LEAVE IT UNPLUGGED AND IN 4 DAYS 65% OF MY 25GB DATA GONE. IMPOSSIBLE. I'VE CALLED THREE TIMES JUST TONIGHT & EACH TIME THE BITCH AT CUSTOMER SERVICE HAS HUNG UP ON ME & My bf each time we call. On my 5th call tonight to them each time on hold for 30-40 mins guarantee they will hang up on us again. If they do tomorrow I am calling the FCC.
Excede Satelite are crooks. First on their page they offer several data plans one was 50gb for one price but when you call they say that plan isnt available where you live and charge you three times as much for less data.Then They had me sit at my house an entire day & never showed up. They offered me a free month to give them another chance.the guy who installed it put it behind a sectional couch we couldnt get to it. So he had to come back again. So i was offered 2 free months.well The internet is slower than dial up and on the day after my new month was supposed to start & my free data would be added from my 20gb credit I got an email saying I had exceeded my data. I called again told the woman everything told her there was no difference the entire month its been slower than dial up. She said she couldnt help me until i reupped my data plan she say my free credit wouldnt be applied until the 28th 4 days later. I asked to talk to supervisors she refused to help me.. I told her it cut down was just as slow i only knew because of email that i had exceded my data instead right after i got off phonr they cut it down so slow i can do nothing. Noone will give me any answers or help. Ive called all month about it. They are crooks charging outrageous prices for terrible service because theres no other kind of internet available here except hughes net & everyone ive talked to said theyre just as bad. You cannot even stream a movie it takes 3 hours to stream an hour and half show & while its downloading noone else can use the internet not even to go on the web browsing. I would like to sue this company im tired of being taken advantage of & being treated like im garbage. Please if anyone knows who i can get help from please lwt me know. Noone at excede will help me ive been yelled at treated rudely & hung up on.not to forget all the money they took for no service. Email me at
Category "Internet Service Providers!" What a misnomer! I had the misfortune of being connected to these clowns by DirecTV for provide internet and phone service. When installed,the guy told me the company would be emailing me in 4-5 days with instructions on how to hook up the phone. Four and five days passed,10 days, 20 days and more passed. No email, no instructions on hooking up phone. When I called to complain about the slow internet and no phone, they told me if the weather was cloudy, that explains it ......and hung up on me 3 times with no call back. I finally got the issue partially resolved (the speed) by calling DirecTV. More than a week later, I decided to go with Time Warner for internet and phone instead.
When I called to cancel with Exede I explained I wanted to terminate service as they violated our contract by not providing phone service. I had the RUDEST NASTIEST B**** I've ever had the displeasure of speaking with. She constantly tried to talk over me, repeated over and over "there's no waiving of the cancellation fee". When I said if they charged me, I'd spread the word to everyone how rotten the service and the people were, and she snipped, "Do what you want but make sure you tell them YOU broke the contract by terminating early." I asked to speak to a supervisor and she kept yapping over me saying "A supervisor will tell you the same thing...there's no waiving of the fee and you never asked for phone service." I said "If I never asked for phone service, then why did the installer tell me you'd be contacting me in 4-5 days with instructions?" "Well, he gave you wrong information...you never asked for phone service." Uh huh....so I'm to believe the installer just pulled the mention of a phone out of his rearend for no reason.
Again, I asked to speak with a supervisor. This time she put me on hold for over 30 minutes,then came back and said, "I spoke to two supervisors and there's nothing they can do, you never ordered phone service and there's no waiving the cancellation fee." Again with the rude, nasty, full of attitude BS and again I asked to speak to a supervisor. This time, she put me on hold FOR OVER AN HOUR and then hung up on me!
So, I called DirecTV and they were pissed at the service treatment I got and said I wasn't the first to complain about it. They got Exede on the phone and a lady so sickeningly (and fakely) sweet, butter would melt in her mouth, said they'd send a box with instructions on how to return the equipment, etc. She said no one would be by for the pole or the rest of the dish and I could keep them. (Like, what do I want with a stupid dish?)
Over a week later, I got the box and put in the modem, and power pack and portion off the dish and took to UPS to mail back. Today, I get an email with my final bill. Charging me over $300 and tells me to click the link to see the bill. Well, can't see it, can't log in, because "your account is no longer active." So I have no idea what the break down of the bill is and NO explanation whatsoever why I apparently didn't get credit for the modem WHICH I PAID $199 IN ADVANCE tor. In filling out a contact us form, they will respond in 24 hours.
Do NOT sign up with the people. They are rude beyond believe, the service is slow as molasses, you're limited on how much internet time you get and it's expensive as hell for what you get. Stay clear of them and go with Time Warner or Verizon FiOS or ANYONE over these incompetent boobs!
I signed up on a 2 year contract with Exede Wild Blue satelite internet in Feb 2014. in June of 2014 I moved into a new house and tried to transfer my services. After going through my Lease agreement, my landlord specifically stated that only one satelite dish will be allowed on the premises. The home currently had a DirecTV dish but it wasn't being used. Prior to the new installation, I called the service technician about this and mentioned that he would need to remove the direcTV dish in order to install the Exede dish. He said he couldn't do it. He mentioned that the brackets were different and it would require drilling new holes into the roof (which wasn't allowed).
Later that day he called back and gave me his manager's phone number to see what could be done about this installation (I really wanted to keep the service). We discussed the options of perhaps putting the dish in the yard and the landlord said no, as they would need to pour concrete and go 4 ft deep with the hole.
It had been decided by the manager that they couldn't complete this installation and that he would put in the notes to waive my early termination fees. I paid what I thought was my final bill in the month of June and moved on to a DSL ISP.
On July 25th, I received another bill and receipt (autopay) for $271.81, the early termination fee. They had already deducted the amount from my account and I had followed every step in sending back the equipment. I immediately called their customer support team and mentioned that there was an error in the billing. They looked through the notes and agreed that the bill was in error and the amount would be refunded to my card within 5-7 days.
On Aug 20th, I called their customer support again mentioning that the refund had never been processed. The young lady mentioned that the refund didn't go through because the previous CSR didn't use the appropriate reason and the corporate office had declined it. I responded by asking why I wasn't notified of the decline in the refund? No email, no phone call, nothing. After a heated debate she flat told me that there was no way to get a refund and I was free to speak with her supervisor.
Her supervisor, Anthony, proceeded to tell me that I didn't have a good enough reason to have my early termination waived. He said there was no way a refund would be processed and that was that. I mentioned that somewhere along the line there was a disconnect between what I had been told by the technicians in June and CSR in July and how is it all of the sudden that I'm not going to get my refund? He had no answer other than that's just the way it is. He didn't mention that I could call Corporate, who ultimately makes the decisions on refunds nor did he give me any options.
I'd like to just warn anyone looking to cancel their contract with Exede Wild Blue - Viasat, to beware of what they tell you and know that once they have your money, there may not be a way to get it back.
Have had internet for 3 days, barely using it, and it is half used up. There is no grace period that they do not tell you about until after you are in contract.
There is no physical contract to read before signing, only an email that you dont get until later.
on June 3 2014, they came out and charge 50.00 for them o dig a hole for the pole .
Frist,tech name Joe , been there from 1135 till 400pm he told me upon completeing
that he finish service up and running .
that not the case. i call serveral time file an compliant with custmor care , whom in turn
got me to mrs. allision, whom in corparated ffices,Mrs Allision send ot another tech the next
day. this tech tells me he will move the dish and reinstall it , but he went out side and came back to
only lied that a supervisor come out today (june05 2014) to reinstall . come to find out this joe knows nothing
he promise to call back never did and refused to pick up his phone .
come to find out they mark the work completed . i still don't have services. i requested today that they take out their equipment today and they want me to paid additons fees . just not happening i want my money back and those people out of my life .
In the 49 years that I have been alive, WILD BLUE/EXEDE/VIASTAT is by far the most horrible company I have EVER done business with. I don't even know WHERE to begin... because I'm in such a rural area, when I moved here, bringing my old AT&T account ""with"" me wasn't an option, as here it's either Exede or Windstream. The latter was never a consideration as they can only offer a measly internet speed of just 3mbps, so I had no choice but to order Exede. (Keep in mind that I work out of the home and rely on the internet to work every day.) I placed my order and the installer no-showed TWICE without even having the decency to call. On the third occasion when he FINALLY showed, he was hours late, and, again, hadn't had the decency to call to let me know. After installing the dish and cable, he was setting the system up in my room when I asked him a couple of basic general questions relating to their internet service. I couldn't believe my ears when he replied, ""I really don't know- I don't know much about internet stuff."" REALLY?!? To top it all off, I inquired about billing and he advised me that I would be billed $60 THAT NIGHT in advance for my first month's service- no one in sales told me that and had I not asked, I never would have known.
If you've never had it, satellite internet is NOT something you want. Your service can be affected by weather at the drop of a hat, AND it can be weather that is nowhere NEAR you. I live in north Georgia, and, according to an Exede tech, my service comes out of Seattle (!) so any crazy weather between me and Seattle, WA (2,600 miles away) can kill my service! This alone is just LAUGHABLE to me.
Calling Exede for customer service is a chore in itself. I've been a customer for over six months now, have had to call MANY times, and the average wait time is 15 minutes no matter what time of day you call, so customers are OBVIOUSLY not a priority to them. If that's not bad enough, while you're on hold you hear a message EVERY 15 SECONDS (I timed it) reminding you that all agents are busy but that your call is 'important' to them. HA! And if you call after hours and don't realize that they're closed, you'll spend at least five minutes following their prompts whereas they ask you to punch in your account info, phone number, reason for calling, etc. etc.- then after ALL that, you get a message saying, ""our offices are closed"" and it hangs up in your face.
One of my calls to them was the day after we had had a particularly strong wind storm. I had totally lost service and they sent a technician out after advising me that I would have to pay for the visit if the problem was due to an ""act of God."" Well, hell, with satellite service, any issue from wind to rain to ice is an act of God! I had requested they send out a different tech this time, and they did. He re-positioned the dish and added a support bracket to it to stabilize the dish in future wind issues, something the idiot of an initial installer should have done to begin with. Further, he noticed that the cable the first installer had used was cheap and didn't have ""messenger wire"" attached, so he rewired it for me. (He stated that the installers have to pay for their own cable so they often use the cheapest garbage they can get.) On top of that, he advised me that one of my problems was that the installer should have advised me to plug my modem directly into a wall outlet and not into a surge protector, no matter how good the surge protector is. The installer never mentioned that. (BTW, if you ever go with this company, BUY YOUR OWN modem- if you accept theirs you have to lease it for $10/month for the length of the contract- WASTE OF MONEY.)
Above all else, this is my main gripe with Exede. You pay $60 a month for your service, which, although a bit higher than other companies, isn't horrible. UNTIL you realize that you are limited to just 10kb of data. To those of you who don't really know what that means, I am online for an average of seven hours a day, and 10kb lasts me about 2-1/2 weeks. Mind you, I don't watch or download movies or music or anything- that's just checking my emails, playing around on Facebook, and working. (I will say that we made the huge mistake of trying to stream a Netflix movie ONCE- until I saw that it cost me over $20 in data time to watch just half the movie!!!) Anyhow, when I run out of data (you know immediately because your internet slows to a snails pace and you can't do anything) I am then given the chance to ""BUY MORE."" This is where you make a purchase of 1GB of data/time, which lasts about 12 hours. SO, if you run out of internet time mid-month like I often do, you have to pay ANOTHER $60-$80 to finish out the month until your regular 10kb allowance is restored. My last full month of service was Feb. 2014 and it cost me a total of $130 just to be on the internet for seven hours a day for 28 days.
Calling Exede to cancel my service was an hour-long disaster. I was put on hold six times only to be hit with a $240 'early termination fee' that I had never been told about. The snippy supervisor retorted with, ""you signed a 14-page contract."" I advised her that that was not the case- I'd signed a short 1-paragraph doc that said nothing about a termination fee OR having limited data service. If that wasn't enough, I was advised that no tech would visit to pick up the modem and dish components, and that (get THIS) I have to climb up on my roof, disassemble a unit from the dish, and ship it to them myself to avoid being charged with further equipment fees! When I asked the rep when the early termination fee would be debited from my account, she said, ""in 30 days."" Noting the hesitation in her voice I said, ""are you sure?"" She then put me on hold for the 7th time and returned minutes later, saying, ""ummm, no, it's going to bill your account today.""
In my opinion, this company is a bunch of thieves preying on those who have no option but to purchase their services. It's a monopoly, and it's outrageous. It's like a tiny town who gets their first and only fast-food restaurant, and the restaurant charging $15 for a happy meal JUST BECAUSE THEY CAN. If you spend ANY considerable amount of time on the web, Exede is NOT for you. And if you do any gaming, streaming, or download movies, music, and the like, you'll use up your $60 worth of data in a week. STAY AWAY- stay far, FAR away from Exede/WildBlue/Viastat!
Someone came to install my Exede dish on March 17 of this year. The internet worked all right but was not fast ad advertised. I was told my phone hook-up equipment would arrive shortly in the mail. When my phone modem arrived I spent hours on the phone with exede's ""tech"" trying to install it. Exede kept insisting everything was hooked up and after hours of being on the phone and of crawling around on the floor it has, as of today, April 14 never achieved a dial tone.
A call has never been made or received on it. When I called to complain I was treated curtly and told I had signed up for six months (for the phone) and I would have to pay a termination fee! I am certain when the phone was pitched to me it was never mentioned that the phone was $20 for only 6 months and then jumps to $30. I live on Soc. Sec. and would never have went for that. Plus I am old and disabled and live out in the country. Exede's 911 service will not work if the electricity goes out!
More importantly I did not want to give Exede my bank info or my Soc. Sec. number. They told me I could use my card for a one time payment only and I foolishly agreed. I waited to receive a bill and to this day have not received any kind of bill, either in the mail or online! After a week of service I took it upon myself to send Exede $80. I was told my internet would be $60 and the extra $20 was for the phone. Four days later Exede helped themselves to another $20 out of my account, without permission or notice and caused me an overdraft!!
I called Customer Service to have them take the phone back and was stlll going to try and keep the internet but they refuse to work with me unless I pay the phone termination fee. Now I want neither and they have become threatening and rude. So, they get me for $133 for one month ($100 services, $33 overdraft fee) of service but I am changing my debit card information today. We will see if they can get blood from a turnip!
Shame on Exede/Wildblue for cheating and lying to people the way they do - they won't last long in the business, there is too much competition!
In the 49 years that I have been alive, WILD BLUE/EXEDE/VIASTAT is by far the most horrible company I have EVER done business with. I don't even know WHERE to begin... because I'm in such a rural area, when I moved here, bringing my old AT&T account ""with"" me wasn't an option, as here it's either Exede or Windstream. The latter was never a consideration as they can only offer a measly internet speed of just 3mbps, so I had no choice but to order Exede. (Keep in mind that I work out of the home and rely on the internet to work every day.) I placed my order and the installer no-showed TWICE without even having the decency to call. On the third occasion when he FINALLY showed, he was hours late, and, again, hadn't had the decency to call to let me know. After installing the dish and cable, he was setting the system up in my room when I asked him a couple of basic general questions relating to their internet service. I couldn't believe my ears when he replied, ""I really don't know- I don't know much about internet stuff."" REALLY?!? To top it all off, I inquired about billing and he advised me that I would be billed $60 THAT NIGHT in advance for my first month's service- no one in sales told me that and had I not asked, I never would have known.
If you've never had it, satellite internet is NOT something you want. Your service can be affected by weather at the drop of a hat, AND it can be weather that is nowhere NEAR you. I live in north Georgia, and, according to an Exede tech, my service comes out of Seattle (!) so any crazy weather between me and Seattle, WA (2,600 miles away) can kill my service! This alone is just LAUGHABLE to me.
Calling Exede for customer service is a chore in itself. I've been a customer for over six months now, have had to call MANY times, and the average wait time is 15 minutes no matter what time of day you call, so customers are OBVIOUSLY not a priority to them. If that's not bad enough, while you're on hold you hear a message EVERY 15 SECONDS (I timed it) reminding you that all agents are busy but that your call is 'important' to them. HA! And if you call after hours and don't realize that they're closed, you'll spend at least five minutes following their prompts whereas they ask you to punch in your account info, phone number, reason for calling, etc. etc.- then after ALL that, you get a message saying, ""our offices are closed"" and it hangs up in your face.
One of my calls to them was the day after we had had a particularly strong wind storm. I had totally lost service and they sent a technician out after advising me that I would have to pay for the visit if the problem was due to an ""act of God."" Well, hell, with satellite service, any issue from wind to rain to ice is an act of God! I had requested they send out a different tech this time, and they did. He re-positioned the dish and added a support bracket to it to stabilize the dish in future wind issues, something the idiot of an initial installer should have done to begin with. Further, he noticed that the cable the first installer had used was cheap and didn't have ""messenger wire"" attached, so he rewired it for me. (He stated that the installers have to pay for their own cable so they often use the cheapest garbage they can get.) On top of that, he advised me that one of my problems was that the installer should have advised me to plug my modem directly into a wall outlet and not into a surge protector, no matter how good the surge protector is. The installer never mentioned that. (BTW, if you ever go with this company, BUY YOUR OWN modem- if you accept theirs you have to lease it for $10/month for the length of the contract- WASTE OF MONEY.)
Above all else, this is my main gripe with Exede. You pay $60 a month for your service, which, although a bit higher than other companies, isn't horrible. UNTIL you realize that you are limited to just 10kb of data. To those of you who don't really know what that means, I am online for an average of seven hours a day, and 10kb lasts me about 2-1/2 weeks. Mind you, I don't watch or download movies or music or anything- that's just checking my emails, playing around on Facebook, and working. (I will say that we made the huge mistake of trying to stream a Netflix movie ONCE- until I saw that it cost me over $20 in data time to watch just half the movie!!!) Anyhow, when I run out of data (you know immediately because your internet slows to a snails pace and you can't do anything) I am then given the chance to ""BUY MORE."" This is where you make a purchase of 1GB of data/time, which lasts about 12 hours. SO, if you run out of internet time mid-month like I often do, you have to pay ANOTHER $60-$80 to finish out the month until your regular 10kb allowance is restored. My last full month of service was Feb. 2014 and it cost me a total of $130 just to be on the internet for seven hours a day for 28 days.
Calling Exede to cancel my service was an hour-long disaster. I was put on hold six times only to be hit with a $240 'early termination fee' that I had never been told about. The snippy supervisor retorted with, ""you signed a 14-page contract."" I advised her that that was not the case- I'd signed a short 1-paragraph doc that said nothing about a termination fee OR having limited data service. If that wasn't enough, I was advised that no tech would visit to pick up the modem and dish components, and that (get THIS) I have to climb up on my roof, disassemble a unit from the dish, and ship it to them myself to avoid being charged with further equipment fees! When I asked the rep when the early termination fee would be debited from my account, she said, ""in 30 days."" Noting the hesitation in her voice I said, ""are you sure?"" She then put me on hold for the 7th time and returned minutes later, saying, ""ummm, no, it's going to bill your account today.""
In my opinion, this company is a bunch of thieves preying on those who have no option but to purchase their services. It's a monopoly, and it's outrageous. It's like a tiny town who gets their first and only fast-food restaurant, and the restaurant charging $15 for a happy meal JUST BECAUSE THEY CAN. If you spend ANY considerable amount of time on the web, Exede is NOT for you. And if you do any gaming, streaming, or download movies, music, and the like, you'll use up your $60 worth of data in a week. STAY AWAY- stay far, FAR away from Exede/WildBlue/Viastat!
Exede Reviews
We moved to a rural area in TN and had a hard time finding an Internet Provider. We came across Exede and spoke with the fellow who installs the dish (and his son). They were kind and helpful, However - we could not get a straight answer on which package to use as we asked them (and exede themselves) to explain how their system (gigs) work. No one could give us a straight answer. We went and ordered the set up and everything was fine, until we got notice that within 3 days we hit our maximum (on the second day, I was hospitalized - yet there was internet being used?). When I initially contacted them, I was connected with a foreigner who would only read off of her script and would not/could not answer my questions. Her only means of responding was telling me to upgrade my package. I was so angry, I ended up hanging up. Then when I called again a few days later, the individual on the phone was so rude - I had to give the phone to my son as I refused to talk to such a disrespectful piece of garbage (and that is putting it nice). My son tried his best to fix the account, made sure everything was taken care of and now today - our account was knocked down to 1gig as THEY are still on last month. My son called them and the individual on the phone was again a rude p.o.s. to my son. This company couldn't care less about real customer service. The minute another internet company comes into my area, I will be dropping this load of a useless company. I would not recommend that anyone use this service. They are the opitomy of terrible customer service. All they care about is getting your money and in return they offer you nothing. Please use a different company as they deserve no ones business.
Exede Satellite internet Are Thieves Liars & Will Not Do Anything but take your money for slower than dial up service or zero service & when you call tech support or customer service they are rude then hang up on you over & over. Had Exede put in in December. Been getting screwed since. Now its so bad I cant do anything online & in 4 days even tho left unplugged all my datas gone. First on their page they offer several data plans one was 50gb for one price but when you call they say that plan isnt available where you live and charge you three times as much for less data.Then They had me sit at my house an entire day & never showed up. They offered me a free month to give them another chance.the guy who installed it put it behind a sectional couch we couldnt get to it. So he had to come back again. So i was offered 2 free months. well The internet is slower than dial up and on the day after my new month was supposed to start & my free data would be added from my 20gb credit I got an email saying I had exceeded my data. I called again told the woman everything told her there was no difference the entire month its been slower than dial up. She said she couldnt help me until i reupped my data plan she say my free credit wouldnt be applied until the 28th 4 days later. I asked to talk to supervisors she refused to help me.. I told her it cut down was just as slow i only knew because of email that i had exceded my data instead right after i got off phone they cut it down so slow i could do nothing. Noone will give me any answers or help. Since the 28th internet completely unusable no matter what time of day or night. Exede refuses to do anything and its gotten so much worse. My data was reloaded 4 days ago 25 gb its so slow its unusable so I leave it unplugged except during freezone from midnight to 5 am. I use my cell or dial up internet during the day. Yesterday I called again to my shock 55% of my data was gone. For a router I'm leaving unplugged and even during freezone nothing will download. 4 days ago at 1am during freezone tried to download a on demand movie it still hasnt download not any. Then i unplug before freezone ends. So only data I've used is maybe a gb at most from doing the speed tests Exede had me do troubleshooting that they said they would put back on my account. Its not my router i even bought a new one to make sure. Both of my routers ive tried are new & i have troubleshot both from 2 different companies. Its on exedes end not mine. If u ping test my router its 3 times faster than the speed tests when my computer is plugged directly into exedes modem. They said a bunch of customers datas gone like mine & they admit its their fault it will be fixed they'll give me 6 gb plus set my data back to my entire 25gb..NOPE THEY HAVEN'T NOW ALMOST ALL MY DATAS GONE. THEY REFUSE TO SEND ANYONE HERE TO FIX THIS IVE CALLED EMAILED EXCEDE SEVERAL TIMES A DAY SINCE THEY PUT IT IN ON DEC 23RD BECAUSE ITS NEVER WORKED RIGHT AND NOW NOT ONLY IS IT UNUSABE & WORSE BUT I LEAVE IT UNPLUGGED AND IN 4 DAYS 65% OF MY 25GB DATA GONE. IMPOSSIBLE. I'VE CALLED THREE TIMES JUST TONIGHT & EACH TIME THE BITCH AT CUSTOMER SERVICE HAS HUNG UP ON ME & My bf each time we call. On my 5th call tonight to them each time on hold for 30-40 mins guarantee they will hang up on us again. If they do tomorrow I am calling the FCC.
Excede Satelite are crooks. First on their page they offer several data plans one was 50gb for one price but when you call they say that plan isnt available where you live and charge you three times as much for less data.Then They had me sit at my house an entire day & never showed up. They offered me a free month to give them another chance.the guy who installed it put it behind a sectional couch we couldnt get to it. So he had to come back again. So i was offered 2 free months.well The internet is slower than dial up and on the day after my new month was supposed to start & my free data would be added from my 20gb credit I got an email saying I had exceeded my data. I called again told the woman everything told her there was no difference the entire month its been slower than dial up. She said she couldnt help me until i reupped my data plan she say my free credit wouldnt be applied until the 28th 4 days later. I asked to talk to supervisors she refused to help me.. I told her it cut down was just as slow i only knew because of email that i had exceded my data instead right after i got off phonr they cut it down so slow i can do nothing. Noone will give me any answers or help. Ive called all month about it. They are crooks charging outrageous prices for terrible service because theres no other kind of internet available here except hughes net & everyone ive talked to said theyre just as bad. You cannot even stream a movie it takes 3 hours to stream an hour and half show & while its downloading noone else can use the internet not even to go on the web browsing. I would like to sue this company im tired of being taken advantage of & being treated like im garbage. Please if anyone knows who i can get help from please lwt me know. Noone at excede will help me ive been yelled at treated rudely & hung up on.not to forget all the money they took for no service. Email me at
Category "Internet Service Providers!" What a misnomer! I had the misfortune of being connected to these clowns by DirecTV for provide internet and phone service. When installed,the guy told me the company would be emailing me in 4-5 days with instructions on how to hook up the phone. Four and five days passed,10 days, 20 days and more passed. No email, no instructions on hooking up phone. When I called to complain about the slow internet and no phone, they told me if the weather was cloudy, that explains it ......and hung up on me 3 times with no call back. I finally got the issue partially resolved (the speed) by calling DirecTV. More than a week later, I decided to go with Time Warner for internet and phone instead.
When I called to cancel with Exede I explained I wanted to terminate service as they violated our contract by not providing phone service. I had the RUDEST NASTIEST B**** I've ever had the displeasure of speaking with. She constantly tried to talk over me, repeated over and over "there's no waiving of the cancellation fee". When I said if they charged me, I'd spread the word to everyone how rotten the service and the people were, and she snipped, "Do what you want but make sure you tell them YOU broke the contract by terminating early." I asked to speak to a supervisor and she kept yapping over me saying "A supervisor will tell you the same thing...there's no waiving of the fee and you never asked for phone service." I said "If I never asked for phone service, then why did the installer tell me you'd be contacting me in 4-5 days with instructions?" "Well, he gave you wrong information...you never asked for phone service." Uh huh....so I'm to believe the installer just pulled the mention of a phone out of his rearend for no reason.
Again, I asked to speak with a supervisor. This time she put me on hold for over 30 minutes,then came back and said, "I spoke to two supervisors and there's nothing they can do, you never ordered phone service and there's no waiving the cancellation fee." Again with the rude, nasty, full of attitude BS and again I asked to speak to a supervisor. This time, she put me on hold FOR OVER AN HOUR and then hung up on me!
So, I called DirecTV and they were pissed at the service treatment I got and said I wasn't the first to complain about it. They got Exede on the phone and a lady so sickeningly (and fakely) sweet, butter would melt in her mouth, said they'd send a box with instructions on how to return the equipment, etc. She said no one would be by for the pole or the rest of the dish and I could keep them. (Like, what do I want with a stupid dish?)
Over a week later, I got the box and put in the modem, and power pack and portion off the dish and took to UPS to mail back. Today, I get an email with my final bill. Charging me over $300 and tells me to click the link to see the bill. Well, can't see it, can't log in, because "your account is no longer active." So I have no idea what the break down of the bill is and NO explanation whatsoever why I apparently didn't get credit for the modem WHICH I PAID $199 IN ADVANCE tor. In filling out a contact us form, they will respond in 24 hours.
Do NOT sign up with the people. They are rude beyond believe, the service is slow as molasses, you're limited on how much internet time you get and it's expensive as hell for what you get. Stay clear of them and go with Time Warner or Verizon FiOS or ANYONE over these incompetent boobs!
I signed up on a 2 year contract with Exede Wild Blue satelite internet in Feb 2014. in June of 2014 I moved into a new house and tried to transfer my services. After going through my Lease agreement, my landlord specifically stated that only one satelite dish will be allowed on the premises. The home currently had a DirecTV dish but it wasn't being used. Prior to the new installation, I called the service technician about this and mentioned that he would need to remove the direcTV dish in order to install the Exede dish. He said he couldn't do it. He mentioned that the brackets were different and it would require drilling new holes into the roof (which wasn't allowed).
Later that day he called back and gave me his manager's phone number to see what could be done about this installation (I really wanted to keep the service). We discussed the options of perhaps putting the dish in the yard and the landlord said no, as they would need to pour concrete and go 4 ft deep with the hole.
It had been decided by the manager that they couldn't complete this installation and that he would put in the notes to waive my early termination fees. I paid what I thought was my final bill in the month of June and moved on to a DSL ISP.
On July 25th, I received another bill and receipt (autopay) for $271.81, the early termination fee. They had already deducted the amount from my account and I had followed every step in sending back the equipment. I immediately called their customer support team and mentioned that there was an error in the billing. They looked through the notes and agreed that the bill was in error and the amount would be refunded to my card within 5-7 days.
On Aug 20th, I called their customer support again mentioning that the refund had never been processed. The young lady mentioned that the refund didn't go through because the previous CSR didn't use the appropriate reason and the corporate office had declined it. I responded by asking why I wasn't notified of the decline in the refund? No email, no phone call, nothing. After a heated debate she flat told me that there was no way to get a refund and I was free to speak with her supervisor.
Her supervisor, Anthony, proceeded to tell me that I didn't have a good enough reason to have my early termination waived. He said there was no way a refund would be processed and that was that. I mentioned that somewhere along the line there was a disconnect between what I had been told by the technicians in June and CSR in July and how is it all of the sudden that I'm not going to get my refund? He had no answer other than that's just the way it is. He didn't mention that I could call Corporate, who ultimately makes the decisions on refunds nor did he give me any options.
I'd like to just warn anyone looking to cancel their contract with Exede Wild Blue - Viasat, to beware of what they tell you and know that once they have your money, there may not be a way to get it back.
Have had internet for 3 days, barely using it, and it is half used up. There is no grace period that they do not tell you about until after you are in contract.
There is no physical contract to read before signing, only an email that you dont get until later.
Exede promise internet service to my home
on June 3 2014, they came out and charge 50.00 for them o dig a hole for the pole .
Frist,tech name Joe , been there from 1135 till 400pm he told me upon completeing
that he finish service up and running .
that not the case. i call serveral time file an compliant with custmor care , whom in turn
got me to mrs. allision, whom in corparated ffices,Mrs Allision send ot another tech the next
day. this tech tells me he will move the dish and reinstall it , but he went out side and came back to
only lied that a supervisor come out today (june05 2014) to reinstall . come to find out this joe knows nothing
he promise to call back never did and refused to pick up his phone .
come to find out they mark the work completed . i still don't have services. i requested today that they take out their equipment today and they want me to paid additons fees . just not happening i want my money back and those people out of my life .
In the 49 years that I have been alive, WILD BLUE/EXEDE/VIASTAT is by far the most horrible company I have EVER done business with. I don't even know WHERE to begin... because I'm in such a rural area, when I moved here, bringing my old AT&T account ""with"" me wasn't an option, as here it's either Exede or Windstream. The latter was never a consideration as they can only offer a measly internet speed of just 3mbps, so I had no choice but to order Exede. (Keep in mind that I work out of the home and rely on the internet to work every day.) I placed my order and the installer no-showed TWICE without even having the decency to call. On the third occasion when he FINALLY showed, he was hours late, and, again, hadn't had the decency to call to let me know. After installing the dish and cable, he was setting the system up in my room when I asked him a couple of basic general questions relating to their internet service. I couldn't believe my ears when he replied, ""I really don't know- I don't know much about internet stuff."" REALLY?!? To top it all off, I inquired about billing and he advised me that I would be billed $60 THAT NIGHT in advance for my first month's service- no one in sales told me that and had I not asked, I never would have known.
If you've never had it, satellite internet is NOT something you want. Your service can be affected by weather at the drop of a hat, AND it can be weather that is nowhere NEAR you. I live in north Georgia, and, according to an Exede tech, my service comes out of Seattle (!) so any crazy weather between me and Seattle, WA (2,600 miles away) can kill my service! This alone is just LAUGHABLE to me.
Calling Exede for customer service is a chore in itself. I've been a customer for over six months now, have had to call MANY times, and the average wait time is 15 minutes no matter what time of day you call, so customers are OBVIOUSLY not a priority to them. If that's not bad enough, while you're on hold you hear a message EVERY 15 SECONDS (I timed it) reminding you that all agents are busy but that your call is 'important' to them. HA! And if you call after hours and don't realize that they're closed, you'll spend at least five minutes following their prompts whereas they ask you to punch in your account info, phone number, reason for calling, etc. etc.- then after ALL that, you get a message saying, ""our offices are closed"" and it hangs up in your face.
One of my calls to them was the day after we had had a particularly strong wind storm. I had totally lost service and they sent a technician out after advising me that I would have to pay for the visit if the problem was due to an ""act of God."" Well, hell, with satellite service, any issue from wind to rain to ice is an act of God! I had requested they send out a different tech this time, and they did. He re-positioned the dish and added a support bracket to it to stabilize the dish in future wind issues, something the idiot of an initial installer should have done to begin with. Further, he noticed that the cable the first installer had used was cheap and didn't have ""messenger wire"" attached, so he rewired it for me. (He stated that the installers have to pay for their own cable so they often use the cheapest garbage they can get.) On top of that, he advised me that one of my problems was that the installer should have advised me to plug my modem directly into a wall outlet and not into a surge protector, no matter how good the surge protector is. The installer never mentioned that. (BTW, if you ever go with this company, BUY YOUR OWN modem- if you accept theirs you have to lease it for $10/month for the length of the contract- WASTE OF MONEY.)
Above all else, this is my main gripe with Exede. You pay $60 a month for your service, which, although a bit higher than other companies, isn't horrible. UNTIL you realize that you are limited to just 10kb of data. To those of you who don't really know what that means, I am online for an average of seven hours a day, and 10kb lasts me about 2-1/2 weeks. Mind you, I don't watch or download movies or music or anything- that's just checking my emails, playing around on Facebook, and working. (I will say that we made the huge mistake of trying to stream a Netflix movie ONCE- until I saw that it cost me over $20 in data time to watch just half the movie!!!) Anyhow, when I run out of data (you know immediately because your internet slows to a snails pace and you can't do anything) I am then given the chance to ""BUY MORE."" This is where you make a purchase of 1GB of data/time, which lasts about 12 hours. SO, if you run out of internet time mid-month like I often do, you have to pay ANOTHER $60-$80 to finish out the month until your regular 10kb allowance is restored. My last full month of service was Feb. 2014 and it cost me a total of $130 just to be on the internet for seven hours a day for 28 days.
Calling Exede to cancel my service was an hour-long disaster. I was put on hold six times only to be hit with a $240 'early termination fee' that I had never been told about. The snippy supervisor retorted with, ""you signed a 14-page contract."" I advised her that that was not the case- I'd signed a short 1-paragraph doc that said nothing about a termination fee OR having limited data service. If that wasn't enough, I was advised that no tech would visit to pick up the modem and dish components, and that (get THIS) I have to climb up on my roof, disassemble a unit from the dish, and ship it to them myself to avoid being charged with further equipment fees! When I asked the rep when the early termination fee would be debited from my account, she said, ""in 30 days."" Noting the hesitation in her voice I said, ""are you sure?"" She then put me on hold for the 7th time and returned minutes later, saying, ""ummm, no, it's going to bill your account today.""
In my opinion, this company is a bunch of thieves preying on those who have no option but to purchase their services. It's a monopoly, and it's outrageous. It's like a tiny town who gets their first and only fast-food restaurant, and the restaurant charging $15 for a happy meal JUST BECAUSE THEY CAN. If you spend ANY considerable amount of time on the web, Exede is NOT for you. And if you do any gaming, streaming, or download movies, music, and the like, you'll use up your $60 worth of data in a week. STAY AWAY- stay far, FAR away from Exede/WildBlue/Viastat!
Someone came to install my Exede dish on March 17 of this year. The internet worked all right but was not fast ad advertised. I was told my phone hook-up equipment would arrive shortly in the mail. When my phone modem arrived I spent hours on the phone with exede's ""tech"" trying to install it. Exede kept insisting everything was hooked up and after hours of being on the phone and of crawling around on the floor it has, as of today, April 14 never achieved a dial tone.
A call has never been made or received on it. When I called to complain I was treated curtly and told I had signed up for six months (for the phone) and I would have to pay a termination fee! I am certain when the phone was pitched to me it was never mentioned that the phone was $20 for only 6 months and then jumps to $30. I live on Soc. Sec. and would never have went for that. Plus I am old and disabled and live out in the country. Exede's 911 service will not work if the electricity goes out!
More importantly I did not want to give Exede my bank info or my Soc. Sec. number. They told me I could use my card for a one time payment only and I foolishly agreed. I waited to receive a bill and to this day have not received any kind of bill, either in the mail or online! After a week of service I took it upon myself to send Exede $80. I was told my internet would be $60 and the extra $20 was for the phone. Four days later Exede helped themselves to another $20 out of my account, without permission or notice and caused me an overdraft!!
I called Customer Service to have them take the phone back and was stlll going to try and keep the internet but they refuse to work with me unless I pay the phone termination fee. Now I want neither and they have become threatening and rude. So, they get me for $133 for one month ($100 services, $33 overdraft fee) of service but I am changing my debit card information today. We will see if they can get blood from a turnip!
Shame on Exede/Wildblue for cheating and lying to people the way they do - they won't last long in the business, there is too much competition!
In the 49 years that I have been alive, WILD BLUE/EXEDE/VIASTAT is by far the most horrible company I have EVER done business with. I don't even know WHERE to begin... because I'm in such a rural area, when I moved here, bringing my old AT&T account ""with"" me wasn't an option, as here it's either Exede or Windstream. The latter was never a consideration as they can only offer a measly internet speed of just 3mbps, so I had no choice but to order Exede. (Keep in mind that I work out of the home and rely on the internet to work every day.) I placed my order and the installer no-showed TWICE without even having the decency to call. On the third occasion when he FINALLY showed, he was hours late, and, again, hadn't had the decency to call to let me know. After installing the dish and cable, he was setting the system up in my room when I asked him a couple of basic general questions relating to their internet service. I couldn't believe my ears when he replied, ""I really don't know- I don't know much about internet stuff."" REALLY?!? To top it all off, I inquired about billing and he advised me that I would be billed $60 THAT NIGHT in advance for my first month's service- no one in sales told me that and had I not asked, I never would have known.
If you've never had it, satellite internet is NOT something you want. Your service can be affected by weather at the drop of a hat, AND it can be weather that is nowhere NEAR you. I live in north Georgia, and, according to an Exede tech, my service comes out of Seattle (!) so any crazy weather between me and Seattle, WA (2,600 miles away) can kill my service! This alone is just LAUGHABLE to me.
Calling Exede for customer service is a chore in itself. I've been a customer for over six months now, have had to call MANY times, and the average wait time is 15 minutes no matter what time of day you call, so customers are OBVIOUSLY not a priority to them. If that's not bad enough, while you're on hold you hear a message EVERY 15 SECONDS (I timed it) reminding you that all agents are busy but that your call is 'important' to them. HA! And if you call after hours and don't realize that they're closed, you'll spend at least five minutes following their prompts whereas they ask you to punch in your account info, phone number, reason for calling, etc. etc.- then after ALL that, you get a message saying, ""our offices are closed"" and it hangs up in your face.
One of my calls to them was the day after we had had a particularly strong wind storm. I had totally lost service and they sent a technician out after advising me that I would have to pay for the visit if the problem was due to an ""act of God."" Well, hell, with satellite service, any issue from wind to rain to ice is an act of God! I had requested they send out a different tech this time, and they did. He re-positioned the dish and added a support bracket to it to stabilize the dish in future wind issues, something the idiot of an initial installer should have done to begin with. Further, he noticed that the cable the first installer had used was cheap and didn't have ""messenger wire"" attached, so he rewired it for me. (He stated that the installers have to pay for their own cable so they often use the cheapest garbage they can get.) On top of that, he advised me that one of my problems was that the installer should have advised me to plug my modem directly into a wall outlet and not into a surge protector, no matter how good the surge protector is. The installer never mentioned that. (BTW, if you ever go with this company, BUY YOUR OWN modem- if you accept theirs you have to lease it for $10/month for the length of the contract- WASTE OF MONEY.)
Above all else, this is my main gripe with Exede. You pay $60 a month for your service, which, although a bit higher than other companies, isn't horrible. UNTIL you realize that you are limited to just 10kb of data. To those of you who don't really know what that means, I am online for an average of seven hours a day, and 10kb lasts me about 2-1/2 weeks. Mind you, I don't watch or download movies or music or anything- that's just checking my emails, playing around on Facebook, and working. (I will say that we made the huge mistake of trying to stream a Netflix movie ONCE- until I saw that it cost me over $20 in data time to watch just half the movie!!!) Anyhow, when I run out of data (you know immediately because your internet slows to a snails pace and you can't do anything) I am then given the chance to ""BUY MORE."" This is where you make a purchase of 1GB of data/time, which lasts about 12 hours. SO, if you run out of internet time mid-month like I often do, you have to pay ANOTHER $60-$80 to finish out the month until your regular 10kb allowance is restored. My last full month of service was Feb. 2014 and it cost me a total of $130 just to be on the internet for seven hours a day for 28 days.
Calling Exede to cancel my service was an hour-long disaster. I was put on hold six times only to be hit with a $240 'early termination fee' that I had never been told about. The snippy supervisor retorted with, ""you signed a 14-page contract."" I advised her that that was not the case- I'd signed a short 1-paragraph doc that said nothing about a termination fee OR having limited data service. If that wasn't enough, I was advised that no tech would visit to pick up the modem and dish components, and that (get THIS) I have to climb up on my roof, disassemble a unit from the dish, and ship it to them myself to avoid being charged with further equipment fees! When I asked the rep when the early termination fee would be debited from my account, she said, ""in 30 days."" Noting the hesitation in her voice I said, ""are you sure?"" She then put me on hold for the 7th time and returned minutes later, saying, ""ummm, no, it's going to bill your account today.""
In my opinion, this company is a bunch of thieves preying on those who have no option but to purchase their services. It's a monopoly, and it's outrageous. It's like a tiny town who gets their first and only fast-food restaurant, and the restaurant charging $15 for a happy meal JUST BECAUSE THEY CAN. If you spend ANY considerable amount of time on the web, Exede is NOT for you. And if you do any gaming, streaming, or download movies, music, and the like, you'll use up your $60 worth of data in a week. STAY AWAY- stay far, FAR away from Exede/WildBlue/Viastat!