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Okay, this is very long but I feel that it is necessary info for others who may be looking into Wildblue/Exede/Viasat or whatever they call themselves when choosing a satellite internet provider.

In January 2013, we moved to a remote-ish location that has neither cell service nor cable/DSL. We were already a DirecTV customer, so we asked about the “bundle” that is always advertised. We needed a LAN line phone and internet. I am a full time online student and we are a family of four.

Off-topic a bit, but a real-life example of bundling services: It is now July 29, 2013 and we still have not been “bundled”. We are paying $50-$110 for internet that barely works, $170+ for DirecTV and about $75+ for phone. Initially we were quoted $25 for phone, $69 for DirecTV and were told that we would also get a $10 credit for internet. That still has not happened because none of these providers seem to want to talk to each other- every month, we spend hours upon hours calling back and forth, getting disconnected and transferred ad nauseum to the point that we’re always told “just give it one more billing cycle”. It is absolutely ridiculous! The best part is that DTV and Wildblue/Exede/Viasat tell us that it’s Verizon’s responsibility, yet Verizon tells us that they don’t bundle with W/E/V and most CSRs have never heard of them. And then, they transfer us to DTV who tells us, again, that it’s Verizon who has rejected the bundle request and/or has cancelled it. Be very leery when bundling anything and keep detailed notes. I record everything. Back to my complaints about Wildblue/Exede/Viasat…

When we called DirecTV about the advertised bundle in January, I was transferred to the “internet department” by DirecTV. While setting up the service with the CSR, I had questions about whether or not the data plan and speeds would work for our family. We chose the 10Gb plan for around $49.99. We were in temporary housing while looking for our house and had been using the Verizon MiFi for about 6 months. We had 5Gb with Verizon and only once in that 6 months did we actually go over the data allowance. This was with a little less than normal usage that we had with unlimited DSL, AND I was homeschooling at the time, online, as well as taking college classes online. I forgot to mention that I have a 14 yr old who loves YouTube and Pandora. I was told that 10Gb would be more than enough for us and that the speeds were reported to be better than the MiFi (I never, ever had slow speeds with Verizon unless I was out of cell tower range). She even mentioned something about how great the speed was for gaming, like with the Xbox, which we do not use. When I asked a few more questions about billing and the bundle, the woman gave me a number for “ViaSat”. I asked if that was the internet provider’s name and was told “yes”. I had never heard of them, but wasn’t concerned. BIG MISTAKE.

Imagine my surprise when the installer came to my house and unloaded boxes labeled “Wildblue”. I asked him if there was a mistake and he said “no, Wildblue is the provider, well, sort of, you’ve signed up for Exede and they’re actually Viasat.” I called the number for “ViaSat” to confirm what he was telling me and got “Wildblue”, I ended up NOT being able to get help because I did not have an account yet. I was completely confused and not happy about the Wildblue part, I had friends in the past who complained about it but was assured that the new Exede was Wildblue’s “new” service/company and that the name Wildblue would be going away soon because so much had “changed”. He even went on to tell me about some amazing satellite that was launched late 2012, so I assumed that this was better than what my friends had. Sadly, it is worse.

The installer was here for about 6 hours. The house was already wired, but he was super slow. He also only had a small ladder and my husband and I had to get up on the roof with him and provide our own ladder because it’s a tiered roof, he climbed up onto the one story portion but couldn’t reach the second story with his ladder. He also kept forgetting tools and/or nuts and I would have to climb down and retrieve them from the bed of his truck as he’s trying to yell down to me where he “thinks” it was. He told us all about his health problems, his physical disabilities, etc… As we’re all up on the roof, I hear a dog barking like crazy from his truck. He then began to brag about his German Sheppard’s training and when my kids came out he told us to make sure they don’t go near his truck because his dog “doesn’t like kids” and is “ trained to be an attack dog”. His windows were open. I have two Miniature Schnauzers and a 4 year old. I’ve also worked around military K9s in training and know exactly what a well-trained GS can do. Are you serious right now?

He finally finished and told me to create an email account xxx@wildblue.net. I was still confused because when I called initially, I set up my internet with Viasat and he told me I “actually” had Exede and even Wildblue told me that we didn’t “really” have WB, but rather, Exede. So, according to everyone involved that I had spoken to up to that point, Wildblue was not really called Wildblue anymore, yet I now have a Wildblue email address and have to log in to Wildblue.net to access anything about the account? (That is also a joke because you have to click through a bunch of pages and log in like 2-3 separate times just to see your account! Not cool when you don’t have unlimited data.)

As he was finishing up, he had paperwork that he was writing on and I was waiting to sign a contract, but he told me that it’s on the website. I assumed that it meant I would have to log in and confirm X,Y or Z while he was there, it would have been nice to know that before we had him set everything up. I had been told on the phone that the contract would be for 2 years, but that’s it. The chick at DirecTV’s “internet department” was talking so fast, it was hard to follow, but I was told that the installer would have all the paperwork. Naturally, I expected that I would have to sign something.

Interestingly enough, the account is in my husband’s name, but I am the one who actually spoke to the person when setting it up. So, technically, my husband did not have anything to do with a contract at all. For all they know, I’m just some stalker or bitter ex, or mail thief with a DTV account number who has used his name to get service at my house. How crazy is that? Oh, they also won’t send me a paper copy of a bill. They don’t “do” that. The online “statement” is worthless anyway.

Within the first 6 days, January 13, 2013, my internet stopped working. I still had not actually seen a contract and had searched through my “account” online. There’s a generic blurb regarding a “customer agreement” or something when you first log in, but it looks like just general info.

I called Wildblue on January 13th and after about an hour on hold, was able to speak to a technical support person. I was told that we had used up our data. He was very knowledgeable but was trying to convince me that my 14 yr old must have been downloading a lot of stuff in order for our data to get used up so much. He even said that she may have been getting up in the middle of the night and sneaking onto the internet. I countered with the fact that if she was, usage wouldn’t count against our plan because it would be after midnight, right? He agreed. She was in school, husband at work and I was working at home, hardly on the internet, during the day. During that first week, we had been unpacking and basically moving- no one was really using the internet very much. The actual usage was light surfing, paying bills, checking email, etc… I know that my daughter was not accessing the internet because I monitor her usage anyway. I decided that it was possible that we were using more than we thought, but was shocked that we went through 10Gb so quickly. I kept asking if I was missing something that could be connecting, but as I walked around the house, I found that nothing was connected at all. We do have several internet accessible devices, but only 3 laptops, 3 phones and 3 tablets have ever been connected. He was telling me that it must be Netflix, or Hulu, maybe even our Xbox. I told him that we don’t stream movies or shows and that we have never connected our Xbox. He told me that 1 in 20K modems issued by Wildblue (again, no one has ever called themselves “Exede”) are defective and that it could be the reason for the data being used up. He gave me 2 more Gb (to help troubleshoot) and told me to unplug the modem overnight and see if any data had been used. The next day, it had not. Those 2Gb were gone within 5-6 days.

They also cannot tell me when data is being used, just that it “is”. I don’t like that, if there’s a problem, I’d like to know exactly when the data is being used so that I can figure out who in my house, or what device may be connecting to the internet at that time. This is basic troubleshooting that most people could easily do themselves. They tell me that they can only see what I see as far as usage goes. Shoot, even my electric company can tell me where and when, down to the minute, my energy is being used. What good is a usage meter that only updates every 24 hours?

February’s payment didn’t go through because it is MY debit card that’s used to pay the bill every month, yet it’s my husband’s name on the account. They were trying to run the card with my number and his name. They suspended our account for non-payment 2 days after the attempt to run the payment. That’s 2 days after our billing cycle completes. I asked why no one had called sooner or what would have happened if I paid by check and was told that they don’t accept payments by mail and that it’s my responsibility to make sure the payment comes out. I’m 35 years old, own an 800K property and don’t need a bill-paying lecture from some clueless teenaged-sounding rep who can’t manage to update the name on the card. I had the same problem in April. Apparently, they just lose records or something since they can’t ever get the phone number right, nor the account info right. I also had a problem, three times, where the CSR wouldn’t discuss anything with me because I was not the “account owner”, yet I set it up and am the one who pays. INSANE. This is all because DTV is in my husband’s name and they’re the one who set it up. I guess they just transferred the info. This still has not been corrected.

For a few weeks in March, the usage meter didn’t update or show any data usage. We used the heck out of the internet for those 3 weeks, haha. I then found out that customers were not being monitored for several weeks because they were working on their systems. That would have been nice to know ahead of time and would have saved me several wasted calls and hours of my day- no CSR ever told me about “work” when I called in March, just that as far as they could see I had used ZERO data. I was afraid that something was broken and that we’d wake up one day with all of our data gone.

I’ve become the “Net Nazi” in my house- constantly lecturing my kids to disconnect their tablets and laptops so that we don’t waste data. I don’t have time to go around and disconnect every little thing. So now I just disconnect the router or modem to see if it makes a difference. It doesn’t. We’ve also gone through all devices and suspended all “start” programs that may connect to the internet so that data isn’t wasted.

I ended up buying extra data the first month at $9.99 for 1 Gb. This was just so that I could manage my bank accounts, bills, look at my daughter’s new school’s website, check the weather and send emails. No one watches videos because the speed is so slow and we’re almost always just giving up on trying to access the internet, period. It’s barely possible. I haven’t had to struggle with watching a video since around 1997 when I was stationed overseas and had dial-up. Even that primitive dial-up in the 90’s was faster.

This same scenario repeated month after month. I have called at least 2-3 times per month (sometimes more) since January to figure out what’s wrong. One afternoon, I had just purchased an additional 1Gb of data so that I could submit my homework online and I could not connect. I couldn’t even get to the Wildblue website to view my usage, especially difficult since it was slow speeds and I have to click through, and load several pages of logins- that’s just insane. This was one day prior to our cycle starting and there’s no rollover but I was desperate because I had an assignment. I was able to get ahold of a CSR who told me that there was “maintenance in my area”. They would not credit my account for the data I had just purchased because #1, she couldn’t see that I had purchased it because it hadn’t been 24 hrs, and #2, they weren’t “really responsible” for my purchase decisions. YET, there was no prior announcement, email, phone call or anything regarding this “maintenance” and I’ve also noticed that a lot of “maintenance” occurs during the “free” time from midnight to 0500. I was told that it’s been all over the Wildblue FB page- that would be GREAT, if I could actually, you know, use FB. This is after being on hold for an hour, and after about 5 minutes of her not being able to find my account information based on my email address, home address (they don’t have that on file- seriously?), phone numbers or payment info.

She finally found the account based on my husband’s old cell phone number that was NOT the number provided to them, ever, and it is also out of state. That doesn’t make sense since it had been changed before this fiasco, but I figure it must be in their system because we used to have that number for DTV. I asked her where the maintenance was occurring, thinking that maybe she was basing it off of the area code, and she would only repeat “in your area”. She was very unsure of herself and sounded like she really had no idea. I laughed and asked how they performed quick routine maintenance on a satellite in space and she, no lie, told me that “they can, uhmmm”. Duh. I was joking, I know they have local gateways that would need service...It was a total insult to my intelligence. I got absolutely no resolution with that call, a waste of my time.

This was in May. Still no bundle discounts. Yet one of the many Verizon CSRs now claims that they don’t bundle with Wildblue, Exede or Viasat in “my area”. Thanks. Now I’m locked in to a horrible service, paying twice what I paid for unlimited DSL before we moved, and just can’t get anywhere. DirecTV says “sorry, that’s Verizon’s fault”, who says- “what’s Exede? Viasat who? Would you like to add High Speed Internet to your home phone service? Oh, you can’t, sorry!” Ughhhhh. Shoot me.

Really, it’s not about the money, it’s about throwing hard-earned money and TIME away for no good reason and the fact that I can’t even use this somewhat necessary (these days) service that I pay for, and the total frustration of feeling like I was scammed from the beginning.

I have also had problems where I log on after my bank account is missing more than it should and it says that we’ve ordered, let’s say, 2 or 3+ Gb of data when I know we haven’t. I am the only one who even has access to the account; my husband has never even tried to log in because he has neither reason nor desire.

In May, it said that we ordered an extra 6 Gb of data and I know that we didn’t. I had only ordered 1 and it was gone within 2 days. When I called about it, they give me dates of when the data was ordered, but even one of those dates showed 2Gb of data ordered on the same day- no times were offered to me and when I asked, I was told that “we can only see what you see”. That usage is impossible based on the fact that I’ve gotten into the habit of disconnecting the modem or router, have banned streaming sites like YouTube, Hulu and Pandora (actually, I’ve blocked it). NO WAY, I absolutely did not order more than 1Gb, but I can’t prove it and they just take the money out of my account. That’s $110 for one month of internet that we barely used. We can’t watch Youtube, can’t listen to music and I can’t even upload photos to social network sites or my online photo album in fear that we’ll use up all of our data. I dare not attach photos to emails either. Even when we do have data to use, it’s so slow that most pages time- out before fully loaded or fail to download images and/or banners. It’s worthless and not even worth the attempt, most days.

Earlier this month, July, I was fed up. I called again after not having any service when my data usage showed a full 9Gb left (1 day after our cycle started). I had to actually drive 10 miles up the road to use my cell phone to log in because that’s faster than actually talking to a real person, which I have to since they can’t seem to keep their records updated and never have the correct account info.

I got home and called. For the first time, I had a very patient and saintly tech (I started out OK, but towards the end of the convo became very angry) explain to me that he couldn’t “talk” to my dish very well, that he was getting a poor signal and that it was either defective or had been moved out of alignment. I asked if that would explain the mystery excessive data usage and he said “no”.

He kept saying that we must have damaged or moved the dish somehow and I kept explaining that no one can even come close to the dish, it’s very high up on my roof. It took me about 15-20 mins to explain that NO ONE has been on the roof since the install, NO contractors (as he suggested), NO kids (really? Who lets their kids up on a 40 ft roof? And their installers can’t even get up there without my help), and NO footballs (??), etc…He then sets up an appointment for us to have a technician come out and perform a “service call”.

I agreed and then he began to ramble off about how it was going to cost me $95.99 or something like that and that if the tech had to replace anything or if it was determined that we damaged the equipment, it would be $149 for this, $95 for that, etc…I stopped him mid-sentence and told him that there was NO WAY I was going to pay for a service call when it is, by his own admission, their faulty equipment or their faulty installation that allowed the dish to go out of alignment. He tried to explain that it was agreed to, by the account owner, in the contract that after 90 days, that we would absorb the costs under service calls, etc... NO WAY.

I told him that I’d never seen a contract, had asked for one on paper with evidence of my acknowledgment for 7 months but was always told “it’s on your account web page”. I don’t have time to call back when I only see a generic “customer” statement that talks about their service, not MY AGREEMENT, with a name or acknowledgement on it. THAT IS NOT A CONTRACT. Aside from that, I’d been calling a few times a month since the first week- always reporting problems and being given the runaround. He said he saw all of my calls, put me on hold for 10 mins and offered to schedule the appointment for a reduced $50 service fee. I was so frustrated, I told him that this was horrible internet, that I was resentful for having to pay anything for it because we can hardly use it. We can’t watch videos, can’t upload photos, I can’t even upload my homework anymore for fear of using up the data. I mean, how much data can be used by clicking through webpages? Logging into my bank account? Looking at the news or weather? Googling a recipe? We use the internet, and data, much less than we did with our Verizon 5Gb plan that we only once went over. I told him that I was done with Wildblue, Exede, Viasat, WHATEVER they are and that he needs to just cancel the service call. I WILL NOT PAY A DIME TO HAVE THEM COME OUT AND FIX THEIR PROBLEM. He then put me on hold again and got permission from his supervisor to waive the fee. He said that they would “hate” to lose me as a customer over the price of a service call. It almost sounded condescending, as if he was insinuating that we couldn’t afford it. I told him that it was the principal and that I was just sick of dealing with their company. While he was waiting for something, we got to talking and he told me that he would never use Wildblue or Exede based on the types of calls he handles. LOVELY. I agreed to the free service call and hoped that once it got “fixed” that maybe we’d have better, faster, and less data waste with our internet. I was on the phone for 1 hour, 48 minutes.

I had scheduled the service call with that CSR on a Thursday for the following Saturday morning. On Friday, we were out late and came home to find that we had a missed call on our home phone from a number that I didn’t recognize, someone’s personal cell phone. If I don’t know your number, you don’t have my number and I’m not interested. We waited on Saturday morning. We have a mile long driveway up a mountain that is gated. We had to make sure that this tech would be able to get here. Around 10 am, I called Wildblue to leave a message for the tech or see if he got lost. I explained to the CSR that we had no cell service for about 10 miles out and gave detailed info on how to get to our house, just in case the tech was stuck somewhere trying to call. Before we hung up, she notified us that we had been rescheduled by the installer/service tech and that they would be able to come out on Wed or Thurs the following week. I was pissed. She said they’d call me. So, I go inside and listen to the VM, thinking it may have been the tech. It was. I could barely understand the message, there was a lot of background noise, heavy foreign accent and he said something about our “installation”. So, I called the Wildblue CS again, just to make sure there was no confusion. They said they’d relay our message to the tech contractor. I thought this was odd. I then, again, drove 10 miles to the side of a vineyard to upload my homework, pay some bills and send a few emails using our MiFi (which we keep for traveling). So, here I am, paying outrageous fees for internet at home and sitting on the side of the road with my laptop in my vehicle just to have access to the outside world. NOT HAPPY.

The technician called us on Tuesday and set up an appt for the next day. He arrived on time, was friendly and was easily able to realign our dish, although he still came unprepared and I ended up on the roof again, and had to climb down a few times to retrieve nuts that he dropped. Good thing I’m not an older person, or have physical limitations- what would these techs do then? If it were my grandmother, what would he do? He told me that he had just driven from Washington State to do our appt. I live in Central Cali. He said that he’s the closest tech to us. No wonder I had to wait 5 days for a service call. The internet seemed to be working OK after he left. I monitored our usage daily, (remember, it only updates every 24 hrs) and with minimal usage, the data seemed to reflect appropriately.

The following Saturday, 4 days later, my family is getting ready to go swimming because it’s about 101, in the shade, outside. My house has walls of windows, floor to ceiling and we never close the blinds because we are in the middle of nowhere and enjoy the views. I hear my husband talking to someone as I’m standing in the living room in my bathing suit. I go out and it’s the technician- covered in sweat and very concerned, I guess he was on his way back to Washington after doing a few other installs and was literally 3 hours away before he was called back to my house. He had to walk up the driveway. He said that he was called by Wildblue because we were having “problems” with our internet and that we had called for a service call. I told him that we did not.

On a side note, he’s lucky he didn’t get shot, to be honest. Had my husband not been caught off guard, and had he not been friendly enough to announce himself as he was coming up the driveway, he would have been shot. No one comes up that driveway unless we know about it, and if you’re out here for any reason other than the occasional bird watcher who gets lost and failed to notice the NO TRESPASSING signs, you’re up to no good. That’s why we have it gated and that’s why we have guns. Access is almost impossible due to the fact that the driveway curves along a steep, rocky cliff. He had to have climbed the gate to get in. He had to walk a mile in 101 degree, full sun, at a steep incline. For nothing. This is how they treat their techs. That poor man, seriously.

He called Wildblue from our house to find out why he was called and it turned out that they just didn’t close out our service request. He then told us that he had to hook his laptop up to our modem and do some programming/tech stuff to satisfy Wildblue. I wasn’t happy about it, wasn’t expecting anyone and quite frankly, was suspicious of the entire situation. But we let him do his job so that he could get home, I mean, what the heck?

I do not like the idea that he came back for no good reason and wanted to hook his laptop up to our internet, and I couldn’t imagine what he would have had to do from this end when everything was working OK. To make matters worse, he was speaking to “Wildblue” in his native language (he’s from Bangledesh), so we had no idea what the conversation was prior to him hooking up. Yes, he was a nice guy, but how do I know he’s not installing something creepy or shady onto our network? I don’t. It really makes no sense to me, the consumer, as to why he had to come back, unannounced. I’ve never had anyone do anything like that, even when we lived in civilization.

He was hooked up for about 20 mins and then we drove him back down to his truck. Since then, I’ve noticed that when I “Fing” our network, we have about 800+ “users” connected via the modem. I can actually see their network names and what ports are open or being used and based on that, if they use their real names, I can easily find out where they are. If I were a hacker, I’m sure I could get into their networks. I’m assuming that it has something to do with all people connected to our gateway, but I shouldn’t be able to see them. I’m wondering if that’s why we go through so much usage, maybe we’re all “sharing” and data is sort of split? Not sure, but it’s shady. Or, maybe this guy wasn’t really on the up and up? I called Wildblue to see what this change is all about, but after 45 mins on hold, I just hung up. I locked down our home network and devices even tighter and changed the network name, just in case.

Within a week, our entire 10Gb of data was gone. We literally spend most of our day outside and the majority of heavy surfing takes place after midnight (“FREE” time- I don’t buy it).

So, here I am. It’s 7 months, almost 8, later and I’m sitting on the side of the road sending emails because I refuse to buy anymore additional data from them. We just got a flyer from HughesNet that offers 20Gb of data for the same price we have now as well as a voice option that doesn’t count against the data for $29.99/month. Beats our “bundle”, hands down. I think it’s worth the risk of an attempt to charge us for breaking the contract with whoever we have internet with (Wildblue/Exede/ViaSat). We’ve already closed that bank account and informed our bank of the issue so that if they try to take the $400, or whatever, I see people being charged for cancelling the contract, they won’t be able to.

Let them try and sue me or send collections after me. I didn’t sign a thing and have been recording every single call since day one. My husband has not had ONE dealing with any of them, yet he’s the account holder. How can they sue him or collect on him when he hasn’t once even acknowledged having the service? Go ahead and try. Maybe I will have him call them from another number and say that we’ve been travelling for the last 7 months and came home to find a weird satellite on the roof and demand that they come get it. He’d be like, “contract you say? Internet service you say? Not THIS guy.” It seems as though the gross mismanagement of their company is going to *** them in the end. I can’t imagine how much money they must be losing.

DO NOT go with this sham of a company. Seriously, it is the absolute worst of anything I have ever dealt with. My $50, supposed to be $40, a month internet has cost me no less than $70-$80, even $110/month (except for this month because I REFUSE to buy more) since January just because I HAD to buy additional data in order to perform necessary online tasks. If there’s a class action suit, I’m so in. I am always looking online to see if someone’s starting one.

Monetary Loss: $700.

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Anonymous
#1385858

Have had exede for 3 years. Absolute perfect experience. Wouldn't change a thing.

Anonymous
#1316342

same experience as the rest of you

instead of petition

try contacting KJRH Tulsa

even if you're out of state

they're interested in hearing from you

Anonymous
Laytonville, California, United States #1310484

ditto, don't do it!!!

Anonymous
#1046567

.Sounds like you have pretty much gone thru the same BS with this company as we have!

Start a petition at Change.org! I've personally seen numerous complaints on Exedes blog as well as sites like this!

I too record ALL my calls with this company.

I've been pretty sick [Cancer and severe anemia] so I haven't gotten a lot done lately but I intend to. We were hooked up on Dec 18, 2014 and live in Marcellus, Michugan. All the same issues minus the 40 ft roof! Instalation problems still tho..the guy left the cable unburried..was hard to mow the grass.

Had to have a service person come out bury the cable and fix all the.other shoddy instalation. Whoever this company is, Wild Blue aka/Exede aka/Via Sat... 3 aliases sounds like they continue to screw the clients just needed more names to do it under.

There are so many unsatisfied customers on so any sites all.saying the same kinds of things. It is indeed crazy!

A class action suit needs to be filed over this! I mostly use my Verizon cell data 2 GB. 5 GB thru Verizon is way less expensive. We only signed with Exede because we were sold "Unlimited" internet..our paper work at install did not say that ...the person who sold us the Exede was the same as the installer so we called him out on it.

He had said his supervisor must have made a slip of the right key on the keyboard so we had him write in the correct info and sign his name to it. Their corporate exec. Even told us that he saw this but they don't offer unlimited in this area even tho our paperwork specifically states "FULLY UNLIMITED INTERNET SERVICE AND NOT THE 5GB EVELOUTION PLAN" W Free after 2 am usage! They bill us the.price we agreed to and only give us the 5GB EVELOUTION plan!

The Corporate exec said on a recorded phone line that we had NEVER signed their electronic contract [I didn't know a thing about that before he mentioned it] but after I reported them to the BBQ they have now said we signed it on Dec 18 the day of the instal...we have NEVER opened their Web page because we use gmail. These people are unreal!

Now that my health is beginning to improve I intend to follow up and take this where ever it needs to go!

Thanks for sharing! Consumers need this kind of information so they can sear clear!

Anonymous
#1045208

I have had the same issues for years! It has now gotten worse and our use of the data has not changed. I think we are all getting screwed!

Anonymous
#1044805

OMG! Your story sounds exactly like ours, except ours didn't start until after we had been with Via-sat/Exceed/Wildblue for over 2 years.

Thank God for that because we boxed up their *** and sent it packing! We now use Verizon's MiFi. They claimed we had several devices hooked up to the internet that we did not own, for example an I phone. Well I have never owned I phones.

I am an Android person. That is all I have ever had since December 2011, when I got my first Smartphone! We live remotely as well and our dish was on our roof. However, even after my numerous nearly daily calls, I was never offered a service call.

All Tech Support would tell me is that I was downloading and transferring too much. Well we are 60 and 61 years old. We don't stream music or Netflix (nor could we). We used the internet for minor Social Networking and some web browsing as well as bill paying and they said we used 10 GB's in 4 days!!!!!!!

They remotely checked our computers. I had just purchased a brand new one because I thought perhaps the one older one may have had a bad virus. They found nothing. I watched them!

My brother, who rebuilds computers etc., checked the older one and it was fine as well. I bought several routers, upgrading as I went. I encrypted them with 40+ number, letter, character, passwords etc. Exceed insisted we were being hacked through our router.

There is no way. I turned off the visible SSID and remote access. I was buying extra GB's as well just to be able to check email and pay bills. It was insane!!!

I spent hours on the phone and so did my husband. The account is in his name, bundled with DirecTV. Same experience. My husband's Wildblue email account had another persons mail in it.

That person was from another State. It makes more sense how that can happen after reading your complaint. If they can comingle devices into internet accounts why not into email accounts as well. We plan to sue them in small claims court.

We spent over $3000.00 trying to rectify the issues to no avail. No matter what we did, even at their suggestions, our GB's stiil were gone within the first week.

I believe this was a scam trying to get us into another 2 year contract!!!! Pardon any spelling errors, I typed this on my tablet that has a mind of it's own.

Anonymous
#1003822

(I'm a young teenager, just an FYI) We got Excede the first week of March last year. They just "happened" to give us a router/modem thing (idk which, I can barely remember) that had the same number as someone else's.

The next week I was signing in on my iPod (we only got on to surf the web for less than an hour. Nothing else was connected but our 3 phones and my iPod). It said that we had used all of our data. My mom called, got put on hold for a while, and finally got someone.

They continued to say that she had used it all, or that maybe her kids (me or my brother, my sister was at college) got on YouTube. I hadn't even made a YouTube account at that time. So then we finally got told about what happened. That was the Wednesday of Spring Break.

It took a whole week of waiting.

Finally, they showed up and fixed it. They didn't tell us about

Anonymous
Lawrenceburg, Tennessee, United States #962182

I'm sorry you have had this experience (I'm not going to lie, I've had bad experiences as well, but all was resolved) The customer service is great. I really have no complaints other than the data limits and the price tag.

But I use it during the late night free time so I guess that makes up for it, I'm in southern Tennessee, 5 Minutes in all four directions from being able to get dsl and cable, but nope, not where im at.

If it ever becomes available I am switching due to the limits and price. other than that, I'm satisfied.

Anonymous
#944034

I use Exede and to get decent speed in a rural location is decent, and yes its still way better than dial-up or nothing. There are ways to help stay within the 10GB a month limit although I do go over at times but then it slows down to about 750Mb per second, still 25 times faster than dial-up.

Here are some tips. First of all on all your computers make sure windows updates are set to download after midnight. Secondly if you plan to use Netflix, you must be made aware that services like Netflix are designed to auto-detect the speed of your connection and then adjust your video quality accordingly. This means that when it detects you can download at 12+ Megabits per second its going to send you HD or ultra HD programming!!

Ultra HD can stream up to 3GB per hour! If some people are wondering where their data went, there ya go. It got pixelated to your HD TV and beamed out into your living room. You can log in to your Netflix account and adjust the maximum streaming speed.

I set mine to .3 GB per hour on the lowest setting. This will allow up to 30 hours per month of just video but I don't watch that much. The quality is not as high, more like watching a VCR resolution but hey, it works and I don't break the bank on my data usage. I am not sure if you can set Youtube that way.

Maybe. Or just try to avoid it during the day. I also like to download stuff. If you use Bittorrent or anything like that you can also *** up your downloads then set up windows scheduler to start bittorrent after midnight then shut it down before 5am.

You can literally pull 10GB per night and not count towards your usage!

Just food for thought. Hope this helps someone.

Anonymous
#904398

Trust me when I say that you want to avoid buying ANYTHING from this company. I am a former contractor/employee of wildblue/viasat and I can tell you that they treat their employees like dog ***.

They forced us to work incredibly long hours on short or zero notice. They forced the systems administrators and networking group to work 100 hour weeks in both the san diego and denver offices. The customer services teams in both the denver and san diego offices were so badly managed that they had high turnover and couldn't even keep the callcenter staffed with enough people. On the job training after being hired was nonexistant.

It is by far the worst place I have ever worked including being worse than Dish Network.

Avoid this place at all costs for either internet services or as a career. Just about the only time you should consider working at this company is if you are going to be homeless and even then you might not want to take the job as you will be sleeping at the office most nights.

Anonymous
#897750

The whole story has idiots on both sides.

Anonymous
York, South Carolina, United States #820276

I HATE THIS DUMB COMPANY AND ALL THE *** PEOPLE THAT WORK FOR THEM... I LOVE YOU DIRECT TV YOU ARE THE BEST BUT I WOULD ASSUME YOU GUYS WILL STOP REFERRING YOUR CUSTOMERS TO THESE LYING, NON CUSTOMER CARE HAVING, SORRY PEOPLE!!!

Anonymous
York, South Carolina, United States #820271

JUST LETTING YOU KNOW THAT STAY AWAY FROM THIS INTERNET COMPANY IF YOU CAN CALL IT THAT. MY SERVICE HAD BEEN TURNED OFF DUE TO NON PAYMENT AND I HAD IN GOOD FAITH PAID MY BILL ON FRIDAY AND WAS TOLD THAT THE 99.00 RECONNECTED FEE WOULD BE BILLED TO NEXT MONTHS BILL.

WELL WHEN I CALLED THE RECONNECT TEAM TODAY, I WAS TOLD THAT I WOULD HAVE TO PAY THE 99.00 BEFORE I GET CONNECTED. THIS COMPANY IS VERY UNPROFESSIONAL AND NONE OF THE CUSTOMER CARE REPRESENITIVES KNOW WHAT THEY ARE TALKING ABOUT.

THE SUPERVISORS ARE JUST AS LOST AS WELL. THIS COMPANY HAS VERY BAD SERVICE AND WOULDNT KNOW HOW TO TELL THE TRUTH IF IT WAS THROWN AT THEM.

Anonymous
Lancaster, Kentucky, United States #808118

Ihave been threw so much of what you have but unlike you i haave only had service for a few weeks and now i am limited and cannot check or connect.I am in with anyone who wants to fight this company i am done already ask me for a payment in 2 weeks and didnt even have me connected before the tech left the next day not one but 2 techs came out and also hooked his laptop up to mine,what kinda service is this.I get hung up on,i have a bill due already,my service is over for the 10 gigs and i only do social networking no way i am calling and i will be complaining to the BBB.I am already finished with these very unprofessional people and will be finding new service tomorrow!

Anonymous
#790627

Don't BUY one twenty fifth of what cable has for the same price, I just do without, because I don't buy products and/or services that give me 1/25 for the same high cost as another. and people wonder why they don't have money for health insurance!!!!

Anonymous
Creston, Illinois, United States #780135

:( OMG you're problems parallel mine I am in Creston IL and have had NOTHING BUT:

EXTREMELEY LONG WAITS ON HOLD TO CUST SERVICE AT LEAST ONCE A MONTH

GETTING THROTTLED EVERY MONTH WHEN I KNOW NO ONE IS USINNG DATA(note I have a monitor on my $200 router I can watch all devices all the time)

THEIR BILLING IS HORRIBLE UPDATE CREDIT CARD ASSUME ITS PAID NO REICIEPT OF COARSE GET BLOCKED THEN AM TOLD ITS 24 HOURS FOR THE BLOCK TO COME OFF EVEN THO IT CLEARED MY BANK THEIR SYSTEM IS SO CRAPPY IT DOESN'T UPDATE BUT ONCE A DAY SO THEY GOT MY MONEY AND I GOT NO SERVICE FOR 24 HOURS

RUDE RUDE PEOPLE

TOLD ON CONTRACT WHEN I NEVER SIGNED TOLD THEY CAN HOLD MY MONEY AND STOP SERVICE BUT THESE POLICIES ARE NO WHERE TO BE FOUND ANYWHERE!!!!(ILLEGAL?) INSTALLER TOOK 10 HOURS AND HAD TO USE MY PHONE BECAUSE HIS DIED AS HE WAS ON HOLD LITERALLY HRS TO TECH SUPPORT THEY HAVE NO DEDICATED LINES SPEEDS SUCK ON A GOOD DAY LET ALONE WHEN ITS CLOUDY :( STAY AWAY FROM EXCEDE/VIASAT/WILDBLUE AT ALL COSTS!!!!!) give up on Pandora- video-streaming or even using cloud services.

Anonymous
#720308

Hey, EhHereIAm . This is Exede contractor. Yes!! Exede Contractor.

I've been doing Directv work for about 4 years now, and acutally about 8 years off and on. Directv has come a long way since Hughes started the company. And just wanted to make some straight. Exede is not part of Directv. Its own by Viasat, and Viasat is a public.private company that the government uses for internet use in the middle off rural areas. I will always back up Directv as the best tv service provider. The only competition they have is severe thunderstorms and even that has improved. What makes the difference in a good and bad tv experience is the installation and installer. Directv started a new system about 2 years ago where we cannot activate these receivers unless we get a bare minimum signal which is about 95% on all satellites except the international 95 because its sometimes hard to get but works perfectly even at 65% signal. But back to Exede. I decide to start the training of exede because my gold was to the into verizon fios. Fiber optics is the future. But its very hard to get into. Now exede's 12mbps download is very impressive and i was surprised how fast it goes. I've tested it on speakeasy.net and it sometimes reaches 20mbps. But what i dont like about it is the 10gb a month. You cant even fill an iphone 16gb. I would take you a month n half just to. But i also have notice they sometimes dont mention that to customers and people think they are getting internet service from directv and they have nothing to them. But what alot of people dont realize is that directv almost started the same way. They need money to improve and to compete. Exede is planing to send up another bird called viasat 2 and doubles the speed and capacity available to customers. but wont be available until 2015. I hear where you are coming from. I have down jobs because of this reason. But like i said im just a contractor. Directv only hires contractors, since day one and exede does the same way. We have nothing to do with the billing. And as far as that tech hooking up to our internet. He needed to do that to close out the job and make sure its up with the snr which basically is your signal strength. The previous guy did not close out the job, so exede sent one else out complete it. Sad thing is that since a tech showed up within the 90 days, the original tech who didnt close out the job probably got a chargeback from exede, which mean the Bangladesh tech got paid,

good luck

Anonymous
#704968

The big point here is that you did not purchase this product through the actual source. That is what happens when you buy a product from a 3rd party retailer that "bundles." Its like going to Wal- Mart and buying a Sprint from from them.

You cannot go to the Corporate Sprint store, you have to go to the cell phone kiosk in Walmart for any issues. Viasat is a very reputable company but the other companies that sell the service tell customers anything to sell the "Add-ON" cause they work on commission verses directly calling Viasat you deal with their trained reps. The company standard that Viasat trains there reps by is "DO THE RIGHT THING, CAUSE ITS THE RIGHT THING TO DO." I learned my lesson when I purchased through Directv. I use Netflix 3 hours per day at least and the rep said the 10GB plan would be fine and did not tell me about the lease fee.

She did not even know much about the product but was quick to want my credit card. When I was done speaking with her I still had questions and she said "You will need to call Exede and they can give you all the information you need about their product" I did in fact call them and they told me everything and let me know that based on my usage, Directv should have never signed me up for their service because I was not a canidate based on my heavy usage. I was and still am very grateful for the rep that was more than honest with me and so willing to help and be honest. THE ACTUAL COMPANY TREATED ME LIKE A PERSON, shame on Directv.

Lesson Learned.

Hope this helps you in the future. I just hate to see a company with stong values bashed because a person who decided to sell there product is not caring how they do it.

Anonymous
#699791

Thank you for this very important information. I have been searching for info on how many companies are in bed together!

We have had Hughes Net since September of 2010'. What a joke. I decided to go with a Dish TV bundle since we have been dish customers for about ten years and Hughes is not much better than DU. So I called to set up Dish net.

The rep told how SO MUCH better Dishnet was over Hughes. On and on. Ok. I'm in.

I'm desperate. It seemed like there was a vortex hanging over our farm literally SUCKING up oh usage! Two days into our new usage cycle we would be done to 2 percent. So - ready to change as our contract commitment was over.

I called Hughes Net this morning to cancel our service. LSS-she tells me (after being transferred 3 times) that HUGHES AND DISH ARE BASICALLY THE SAME! During our conversation, our ever-reliable phone service (not) goes down and we are cut off. Our neighbor comes down to make sure it wasn't just his phone.

He offers to go and cancel the service call for Dishnet. I get online and start researching. Find out how SO many of these companies are one and the same. Our aforementioned neighbor uses WILDBLUE.

He says they are happy with it. So I think maybe I will go with WB. THEN I start poking around. FRUSTRATION ABOUNDS!

I truly think I will go back to my twenty buck a month dial-up. At least we knew what to expect. Thank you, EhHereIAm. Guess the cancellation of the service call did not go thru.

Here they are. Damon.

Anonymous
#698519

Ddpots- I'm the Op- it seems as though every comment I've read, someone has been told one thing or another that no one else seems to be told- you know what I mean? I don't understand how a company can operate this way, when anyone can post their "deals" or details of their contracts, etc..with Wildblue/Viasat/Exceed...oh wait!

It's because ethy know that most of their customers won't be able to access the Internet to read what others have been told, Mwahahahahahaa.

I'm sorry for your frustrations as week- this is ridiculous- even if a customer isn't lied to, promised something fabricated on the spot, or dealing with poor customer service, their left with shoddy connections, slow speeds and having to fork over an extra $10 when they REALLY need to get online. Awful company, all around.

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