Read 57 Exede Internet Customer Reviews and Complaints (Page 2)

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Average Customer Rating: 1.1
Rating Snapshot:
5 star: 1 4 star: 0 3 star: 0 2 star: 0 1 star:  56
Bottom Line: 2% would recommend it to a friend
Showing 12-22 of 57
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  • 23 out 24 people found this review helpful

    Direct TV promoting a crap internet service through Exede, Wildblue

    • Indio, Ca,
    • Mar 5, 2016
    • Verified Reviewer

    Around 12/20/2015 we called Direct TV to make changes to our TV viewing service, since couple of months prior we were notified by Verizon that Verizon and Direct TV were no longer bundled together in our service agreement with Verizon, and we needed to deal directly with Direct TV about our TV subscription service, independently from Verizon, whom we had internet service with. At the time we were paying around $150.00 when both services were bundled together, Direct TV and Internet from Verizon, on the same bill.

    We then proceeded with contacting Direct TV about making changes to our service and possibly canceling to save money. The representative told us that if we kept the service with Direct TV, they would lower our bill and give us a really discounted bundle offer if we cancelled the internet with Verizon. They offered Direct TV and internet for around $80.00 dollars combined, but with no mention of service/contract being independent from Direct TV. They did not mention a third party nor the name of the company which the internet service would be through, nor that it would be a separate contract through this third party company (ViaSat Inc. Exede).

    In conversation with Direct TV representative we agreed to a new agreement. They only mentioned we would have a bundle cost of around $80.00 for new agreement with Direct TV programming service and Internet. On that same conversation with Direct TV representative, we scheduled to have two separate installations done for our new service agreement, one for the Direct TV and separate for the internet. At this point there was no mention it would be through a third party, nor any mention of separate contract agreements.

    Around 12/24/2015 the separate installer came to install the Internet. Prior to finalizing the install the technician requested a credit card, he indicated it was required only to activate to service with credit card on file. So I proceeded to call my husband, who was at work at the time, to speak with the technician about his request to use a credit card, to confirm with him and to see if it was OK. My husband spoke with the technician over the phone, again the technician mentioned he needed a credit card on file to finalize the install with no charge. My husband gave his credit card over the phone to proceed. In that install visit from the internet service, technician made no mention of billing or service contract agreements. He did not mention the separate contract, nor any contract to explain that we were tied to any term. And because it was done through Direct TV, a company that has been around and is reputable, we assumed it was all taken care off through Direct TV, just the same way we had the bundle agreement through Verizon for Direct TV before.

    The problems started a few days after the internet was installed. We had connection problems with the internet, the modem kept interrupting service. So when we called Direct TV about the connection issue, we were told we had to call a separate number and company to fix the issues, and that they had no say in that process. We then found out we were with a separate company, Via Sat Inc., but still no mention of separate billing and contract agreement either.

    In the first month of January the service was plagued with connection issues with the modem, customer service was terrible every time we called, we were even threatened to pay $180.00 to replace the modem if it was faulty. We told them it was unfair, especially when the service had not worked for the entire month since it first got installed. Finally around the end of January they sent a technician for the third time to confirm it was a faulty modem, he indicated he would mention to his supervisors that it was a manufacture defect so we wouldn't be the ones responsible in paying for the faulty box.

    After the modem got replaced we found out in the month of February that the service did not perform as was stated by the Direct TV representative. Again it was Direct TV who sold us on the service, we were told that the service would be up to 25 Mbps for internet speed but with a 5 gigs of data limit, and that it would drop to only 15 Mbps after the 5 gigs of data was used. The problem is this internet is worthless when it comes to speed, I just tested the speed and here are the results as follows. 8 Mbps for download, and 3.78 Mbps for upload. We called a few weeks ago and they told us there might be a service call charge for checking what is wrong. We have gotten so tired of dealing with ViaSat Inc. or as its being called Exede/ WildBlue.

    But what prompted to finally submit a complaint is when my husband noticed a $83.80 charge on 12/28/15, $80.78 charge on 01/28/2016 and a $80.78 charge on 02/28/2016 on the very same bank card we were asked to use by the technician on the day of the install. We called Exede customer service and that's when we found out they are charging us $80.78 a month separately from Direct TV. We asked them on what bases, and their only response is, that was in a verbal binding agreement when we spoke to Direct TV about the service. We said there was never any mention of $79.00 a month being the amount for service either. Their reply was that it is automatically a binding agreement when the service got installed, even without a contract letter or verbal disclosure from the installer. They say it only has to be accepted to be installed to be a binding agreement. I then replied, how can that be, if there was no mention of terms when speaking with Direct TV over the phone, nor from ViaSat or Exede representative. Their response is it doesn't matter, and if we want to disconnect they would be happy to do so, but we have to pay $15 dollars per month of agreed remaining two year contract, which again was never mentioned prior to accepting. We were told it was automatically agreed when the technician installed the service, which amounts to $330.00 disconnection fee if we decided to cancel.

    We called Direct TV about this mess. All they can say, is they are sorry for the misunderstanding, even after we told them we were misled by their customer service representative, who misled us to believe it would be bundled through them with a only $20 dollar a month charge for internet on top of renewing service with Direct TV. It turns out we are now paying more than what we were paying with Verizon prior to canceling the internet service. It now amounts to $81.00 a month from Direct TV, and $80.00 from Exede/Wildblue ViaSat Inc. Again Direct TV's response was by saying we are sorry for the misunderstanding, and they understood how upset we were, but it was no longer in their hands, and we have to resolve it with Exede directly.

    We need help, this is a nightmare, we are very disappointed with Direct TV for the misleading sale of a third party internet service without disclosing the true charge and mentioning of third party provider and contract as being different than theirs. We entrusted Direct TV of being a reputable and professional company. It's very upsetting that the only reason we are dealing with this problem with ViaSat Inc. in the first place is because it was referred to us by Direct TV. We did not shop and seek Exede/ WildBlue, ViaSat Inc. independently. We feel this is the worst bait and switch that was given to us by Direct TV. We are so upset with Direct TV. And if we tried to cancel them there would be a big cancelation fee from them too.

    At this point we would like to seek help from the Attorney General's office to resolve the issue with Exede/ Wildblue ViaSat Inc. and cancel this service if possible. And get our money back for a service that doesn't work, and hopefully seek internet service with Verizon or other reputable company. We really need Internet service for my husband's work and at current time cannot afford to change over until we are able to avoid the penalty charges we are threatened with for canceling.

    Bottom Line: No, I would not recommend this to a friend

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  • 9 out 9 people found this review helpful

    Exede Terminating Older Subscribers

    • Piedra, CA,
    • Mar 17, 2016
    • Verified Reviewer

    I have the older Classic 12 Plan which gives me 10GB data and free high speed data between the hours of 12am and 5am. This plan is no longer available and Excede has been emailing me to switch to the Liberty 10 Plan that has "reasonable speeds" after using up your initial 10GB. Because I refused to switch over, Exede terminated my service with them claiming I downloaded 5 illegal torrents. I hope the FTC watches over the tricky tactics this company is doing to phase out all old subscribers on the older plans and move them to the Liberty Plan. Please share your experience if you've been terminated under the old Classic Plan.

    Bottom Line: No, I would not recommend this to a friend

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  • 5 out 6 people found this review helpful

    Run Away

    • Seattle,
    • Jul 8, 2016
    • Verified Reviewer

    Bundled internet & voice in the hopes of getting better speed in our poorly covered area. Ported over our home phone number successfully. BUT, when we upgraded to a new modem there were issues that the bozos at Exede solved by deleting our account and setting up a new one. Result - lost our home number permanently. The phone service was poor and now, on top of that, we have to set up a new number and go through the BIG hassle of trying to communicate to all service providers, accounts, friends, etc. Really nice service from the people at Exede. Oh, did they care about this? What do you think - of course not!

    Bottom Line: No, I would not recommend this to a friend

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  • 5 out 5 people found this review helpful

    Horrible service

    • Maryland,
    • Jul 20, 2016
    • Verified Reviewer

    Worst Internet company ever. It's too bad I didn't read the reviews before, slowest internet ever, never works. I had them less than a month and still they charge me $450.00 for early termination because they don't give the 30 days like any other company. It makes sense that they don't provide a money back guarantee because their service is horrible and they know it. I hope this review helps others not to start services with them.

    Too bad there's nothing lower than 1 star rating.

    Bottom Line: No, I would not recommend this to a friend

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  • 5 out 5 people found this review helpful

    Bad Business

    We have not been able to get into anything but the first page of their web site for several months. We bought a new iPad and were loading it. We went over our limit and the service was so slow we needed to buy more GB's. The only way we could do this was to call. The customer service person said if we go up to 15 GB it would save us money. We said that was OK as long as our charges were not over $100.00. 7/1/2016 bill was 216.72 for 25 GB.

    We tried to talk to customer service tonight because we finally got into our bill and it is still charging us for 2 Months of 25 GB. I wanted an itemized billing for last month and she could not provide such an item. Bad, bad business people.

    Bottom Line: No, I would not recommend this to a friend

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  • 6 out 6 people found this review helpful

    Horrible! No Service Would Be Better

    • Vicksburg, MS,
    • Jul 24, 2016
    • Verified Reviewer

    I wish there was an option for zero stars. I got this service before doing my homework and I am paying for it dearly. Paying $70 a month and using all the data within four days. Then slowed down to a rate that is intolerable for even the most basic task online. I found out I can get U-verse for $40 a month with NO limit on data use as long as I keep my DirecTV account. But even if I drop that account they limit me to 600 GB, which is virtually impossible to use. I'm cancelling tomorrow and hoping they aren't going stick it to me, but we'll see. Not having internet service beats this service. And I mean that.

    Bottom Line: No, I would not recommend this to a friend

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  • 6 out 6 people found this review helpful

    Nothing high speed about this service...

    • Ridge Spring, SC,
    • Jul 28, 2016
    • Verified Reviewer

    I'm renting a house with Exede internet provided. This is the only internet service available for the area. We have a 10G plan. I got ot say the service SUCKS! It is super slow all the time, even when we are within our 10G limit and have access to their best speeds. Whether it's lighting in a distant storm, raining, just cloudy, or windy, more often than not I have to reboot the modem/router, which can take up to an hour to regain connection. But even with only 1 user under best conditions, the service is VERY slow. I recently bought a new computer thinking that half the problem was with my old machine. It took over 24 hours to download MS Office onto my new machine. I can never fully access my email because the slow connection creates errors. It's definitely a handicap. My field of work often allows for remote online work but it is impossible to do with Exede.

    Bottom Line: No, I would not recommend this to a friend

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  • 8 out 8 people found this review helpful

    Absolutely horrible!

    This is the worst company I have ever dealt with in my life. Internet connection is so slow and unreliable that I may as well not have it at all. Constantly disconnecting throughout the day. Customer service is a joke! Expect to wait over an hour when you call them, and then they tell you nothing is wrong with your connection!

    Can't even tell you how much I utterly detest this crappy company and product.

    Bottom Line: No, I would not recommend this to a friend

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  • 7 out 7 people found this review helpful

    Don't Do It - You Will Regret It

    • VA,
    • Aug 16, 2016
    • Verified Reviewer

    So we were sold Exede Internet through our local Radio Shack. I went in asking about Dish and HughesNet and the Radio Shack guy says he didn't sell that anymore and had something better. HAH!

    What we got was Exede Internet and DirecTV.

    We paid outlandish set up and installation fees and over priced modem cost and whatever else they could tack on and so on. I can't really complain about the initial costs because I was made somewhat aware of them.

    What I will complain about is how absolutely awful the Exede Internet service is. It is a scam, a rip-off, a total lie. We went over our data (25GB) on the very first month, and reviewing all our usage I'm sure this was an error. Good luck actually reaching anyone, and if you do, they can't tell you anything. You can't even get a detail or timeline of when the data was supposedly used.

    DirecTV I have had in the past, so I knew what to expect. I have no real problem with their service except for the highway robbery cost of it. At least DirecTV actually provides the service they sold you. Exede absolutely does not. I so wish I would have seen some of these reviews beforehand, but I trusted my local expert at Radio Shack who was apparently just lying. I don't mind paying for a service, but don't sell me something that absolutely does not work.

    We have gone over our data limit many times (we've had it about a year) and twice, when we have been out of town for half the month. Nobody can explain how that is possible.

    We don't do video streaming, we're not big internet users, but my wife does work from home. She is remoting in (good thing, because it would not work), but simply accessing her online email. She is not Facebooking or transferring data or sending pics or anything like that. The Exede Internet simply just does not work very well and absolutely is stealing from us and overcharging us on a regular basis. It is out about 20% of the time (not working at all) and slow about 40% of the time. It works (albeit slowly) about 40% of the time, but there is no way we use the 25GB/month we contracted for.

    I have no other options in my remote area - no cable, no DSL, no fiber, but I am canceling my Exede anyway. I will purchase a mobile hotspot and operate it with two bars in my driveway and be less frustrated than I currently am with our awful, awful, awful Exede internet.

    I am not one to write reviews or even complain about a company, but stay away from Exede no matter what. Oh, and thanks lying Radio Shack sales guy.

    Like everyone else, wish I could rate less than one star. Holy cow is Exede a bad experience in every single aspect of their business. It doesn't work, they can't fix it, they don't want to fix it or even sell you an honest product. They are unhelpful, discourteous, incompetent, overpriced and dishonest.

    By the way, Dish was much better than DirecTV, for less money.

    I have been a DirecTV customer for many, many years, and tried Dish at my last residence before we moved. Dish offered similar programming for less cost and the customer service was by far better at Dish.

    Bottom Line: No, I would not recommend this to a friend

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  • 11 out 11 people found this review helpful

    Exede is garbage

    • Aug 29, 2016
    • Verified Reviewer

    Never ever use this company. They are a complete scam operation, deception and overcharging for non existent service. This company should be prosecuted.

    Bottom Line: No, I would not recommend this to a friend

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  • 5 out 5 people found this review helpful

    Unfair Charges

    I’ve been a long time customer of Wild Blue and then Exede. When we moved, we weren’t told we had to get on the roof of our tall house and remove the satellite receiver arm. We had to borrow the neighbor’s extension ladder and still couldn’t safely receive the part to return. We were charged $165. My husband and I are 66 and we tried to get the receiver arm. I took pictures and sent to Exede. I called them and discussed paying a service man to remove the arm but that was as expensive. They should not be able to charge this fee.

    Bottom Line: No, I would not recommend this to a friend

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Showing 12-22 of 57

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