Alfred J.
Surry, MEMember since October 2018

Reviews (1)

    • Oct 20, 2018
    • Verified Reviewer

    Exede Internet

    Incompetent and dishonest

    I had Excede/Viasat service for about 3 and 1/2 years. A fiber to the home option came along, so I canceled the Excede/Viasat service. I had a hard time getting them on the phone, and then they claimed their system was down and I would need to call back. I told them I was unwilling to fight the war to get through again and asked them to call me back when they were ready.

    They didn't call back. I had to contact them again and had a struggle to get them to release my phone number to my new fiber provider (to port my existing number over). That was finally done after a delay of a couple of weeks.

    Excede/Viasat still hadn't disconnected the internet service, claiming that they couldn't do so until they read me a statement. That is what they claimed they couldn't do in my initial call to cancel. They could have, but did not call back, to read their magic message. During all those calls they had every opportunity to read it. They didn't.

    They continue to bill me for monthly charges (now 6 months), and I have contacted them several times to get them to stop billing me. They finally read the magic statement to me in July.

    Now they claim all monthly charges until then are valid. I just had the most unpleasant conversation with a person claiming to the "highest escalation" in management. She claimed I had refused to listen to their message and so the monthly charges are valid. She claimed I hung up when they wanted to read the message. That is absolutely false, and I repeatedly told her that. Nevertheless, she kept repeating her nonsense that I owe valid charges because they hadn't read their message to me and that I was at fault by refusing to hear it. She refused to acknowledge that I was available at any time to hear the message and that Excede/Viasat is the cause of any perceived delays. This is the same story I got from numerous prior customer service representatives prior to my nasty exchange with the "highest escalation" manager.

    This is an amazing display of incompetence and dishonest practices. This company and each employee I have spoken to should be ashamed of themselves.

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

    5 people found it helpful

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