User Rating Distribution
Multiple problems starting after first month. We were given the run around by customer service. Kept on hold for up to and hour. Service techs never show up on first or second attempts after scheduling work days off to be available for their visit. Slow speeds, several equipment problems, incorrect setup after multiple visits from several techs, unable to use on phone or computer. Will load tv programs occasionally with stop and go connectivity. Very disappointed in speed. Promised 25 actually runs between 1 and 3. Customer service states they only have to be at 25 during one point during a day and they get to pick when. If we had another option for internet I feel confident Viasat would not be in business in our area.
We are in the same position as a lot of the other subscribers. We're kind of rural but, on our road we can ONLY get Directv/ Viasat. yet half a mile down the road there are other internet options. Hmm, trapped into having to use Viasat (Exede).You bet. Supposedly our contract With Directv includes the On Demand, We can't stream because of our internet speed and they want us to upgrade our plan to the highest package. They say with our mid-range package isn't strong enough and if we want to stream we have to unplug/turn off any and all devices whether we're using the internet with them or not including our phones. I am NOT turning off my phone. It's BS. Also they want us to pay with our credit card and refuse to email information on eh payment being received and how much we're paying we have to wait for our credit card bill to see how much the payment was. I don't look up all of the payments to make sure they aren't raising my bill. I also have yet to find a customer number to get this problem fixed! The only number I find is the one that wants you to either subscribe or upgrade and it's a robot, no human I try to get a person and I get disconnected EVERY time. If I try to cancel it's going to cost me hundreds of dollars and I'm stuck with no internet AT ALL!!!!!!!
Having been with Exede for a few years now, they have worked fine for us which is why all the bad reviews surprise me. We have had good service with them and customer service has always been ok, as good as you expect with any company, but no problems.
People who have not had satellite internet before need to realise that it is not the right package for you if you are streaming movies all day everyday. Since I have been with Exude I have had nothing but great service from the internet and really good speeds. The customer reps could be a little bit more informative, but other then that a top service.
I've been with Exude for 3 years and I don't know what people are complaining about. My service has always been reliable and the internet speed is faster then you would expect. It's not as fast as cable, but it is perfect for my family needs
If I am honest, Exede would not be my go to provider if I had more choice, but being in a rural area they are my best option. That said I have not had any problems and find the service I get pretty acceptable. The only problem I have encountered are the data caps which are often exceeded.
If I had more options I probably would not go for satellite internet, however finding a great deal with Exude I signed up and have been amazed by the whole service. The internet speed I get is much faster then I expected and the customer support team are very helpful when you have any queries.
This should be a ZERO star rating. In all my years I've never ever seen a worse product, service, company - EVER!
I ordered the 10G "max" package. If you watch movies this won't work for you. Two movies and you've used up you're "allotment". What internet service has a cap on usage? Once you use the 10G you're speed is downgraded.
"Downgraded speed"? Heck the "normal speed" is HORRIBLE! They tell you they're delivering 12M, but try to use it. It's reminds me of 56k speeds. Web pages paint extremely slow.
Speed? If you can get it? Each morning when I work up I had to reboot the modem, reboot my laptops and sometimes they'd come up. Sometimes not.
After a bit more than a week of this HORRID service I tried to find a number to call customer service. I found chat on the website and asked for the number. Why they don't publish it on the website in an easy to find place is obvious - they don't want you to call. I finally got a woman on the phone which was a waste of time. All she did was disagree with me when I said the speeds were too slow. I know what "speedcheck.net" is. It wasn't 12M. She assured me it was. That was a waste of time.
The next morning I woke up, couldn't make it work at all. All the rebooting in the world wouldn't make the modem connect. Frustrated I took the time to really search for the company that owned the cable pedestal at my street... I knew there had to be a better service and I found it! THANKFULLY. So, now I thought I could unwind my contract with Exede since I only had it for a week and that I'd already called and complained about the service.
That's Not Gonna Happen. I called Exede. I explained that the service wasn't meeting my needs. I reminded them that I'd already called and we already had disagreed about the quality of the service. What company disagrees with their customer about quality of service? Anyway, I said I wanted to disconnect but was inquiring about whether they were going to charge me. Shockingly they were! I couldn't believe they were going to charge me the $15/mo for each unused month of the "agreement" (23 months x $15!) or $365!!! Are you serious? You don't deliver the service, disagree with me about the quality, modem doesn't work, and when I want to disconnect it you're going to charge me? The story doesn't end here...
I ended my call with the service representative at that time because I had to run for a meeting so we didn't finalize the "disconnect" When I got home my service had indeed been disconnected. Mind you, I had already paid for the month and they disconnected me without my authorization. Frustrated I called them back and asked that my service be turned back on. More hoops to jump through and then the service agent disconnects me as he's trying to connect me to the activation department! R U serious? Again, I had to run to a meeting but tried again today.
Finally? Not so much.... I got through the activation department today thinking at least I could get the service turned back on for the month I'd already paid for. By then my new service would be installed, I'd pay Exede their $365 early termination fee, and I'd be on my way...but no. It's not over!!! The women tells me that in order to turn it back on I need to sign up for a new 24 month agreement!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
You simple can not make this story up. I've never seen a more horrible service in all my life.
look, you won't like the service, it's beyond horrible. But if you sign up I warn you, you will like their "service" even less. These people should be out of business.
This was a lesson learned for me. Take my word for it so you don't have to learn this lesson yourself.
We have had nothing but trouble since we got this internet installed 7 months ago. The installer did not show up the day he was supposed to then called the next day and finally installed a week later. Then we told him numerous times not to put it where he did because the signal would be lost after the trees bloomed, but refused to listen. Finally got someone to come out and move the dish after filing a tech complaint, but then had to argue to get them not to charge me $200 to move it. Got that approved from a supervisor then got my bill and they decided not to apply the $200 credit and tried to charge me for it along with a full month if service which I didn't receive. When I called back abkut the credit now I'm bring told that it has to be approved by the corporate office. Take it from me folks, STAY AWAY FROM EXCEDE!!!
$170 a month for slow metered speed that seems to disappear very quickly. Did away with free late nights so you can eat that metered service up fast. Are not willing to help with issues, customer service is the worst I have ever seen.
Non-existant customer service, if you call with an issue, you only get additional sales pitch for "extra care" service. They calculate bandwidth usage differently than what my router measures, not sure how that can happen, but it does. Terrible latency when connecting to web sites. DONT SUBSCRIBT TO EXEDE!!!!!!! Look at the reviews to see who has good customer service, go with them.
Worst company I've ever dealt with. Do not ever ever get internet with these crooks! We never got what we were promised. Always paid more than what we were told. Always had slower speeds than we were supposed to. Were never told all the details when signing up. Then charged several hundred dollars to disconnect and had to uninstall the damn satellite ourselves! S****y customer service all the way around. Did not try to help at all or make things better at all. If I could leave less than half a star I would.
I pay $60 a month for 10 GB of data, when I had DSL at my previous home it was $45 a month with unlimited use. If I could get any other form of internet out here in BFE I would! Excede, and all satellite internet providers are a ripoff taking advantage of people who have no other internet options
Exede lie to you when you are signing up so beware. Apparently I have a limit on my data, which I told was unlimited and I don't even watch movies online, yet my data always runs out withint a couple of weeks. I can't wait to get out of my contract.
Exede internet is worse then dial up. The tech support team are professional and are trying to help, but they are still trying to work out why the speed is so bad.
It only took them 48 hours to install Exede from the time I called them. The local phone company too nearly 2 weeks to come install internet at my house.
Getting started was very easy for us, the technician who helped us was knowledgeable. Exede is a great affordable internet service.