Exede

I have had a few issues since we started with ViaSat in February. I have always been pretty patient and try to remain calm.

I work from home and when I was signing up I completely explained that I need pretty reliable service. I was told that outages only happen with really bad weather. So month one, we have snow and wind and no internet. A week goes by...no internet.

I keep calling and getting the same answer...weather!! Finally a tech comes out and readjust my dish and left. The next month we have some winds and rain, like normal weather but guess what!! No Internet, after 9 days no internet I call again and finally get a service tech to come out and they go up and then come back down and tell me that I have a broken part and this part is backordered because they have to replace so many...I am now at day 10 of no internet and the next day after I call the service tech to see if he go his order in he comes back out and fixes the next day.

Internet still slowish however after the great 11 days of no internet anything was better than nothing. After month 4 I get an email saying that they had found a problem with my account and that I was not receiving the correct service (I was connected to their "new" satellite and there was a bug in the system or something) so they gave me a month credit. That was nice and all, however if the trees around my house drip dew or if a bird flys to close I have no service (this is my guess since my sister next door has satellite internet with a different company and has no problems). Then this month I go over my allowance on Friday 8/17/18 because my son came over and played a game or something, I know this because my download speeds where terrible but I decide to wait it out since 8/20 is my renew day.

Friday ...download speeds 0.26 and upload speeds 3.02 , I check a few times Sat and Sun and always about the same. So today...8/20 they take out $116 from my account, my data is reset to 0 and this morning I log in and guess what slow as Friday!! I do a speed test (this is 8:02am) and download speed was 0.26Mbps , I check through out the day do the unplugging and resetting as I am told to do and finally at 5:00pm I have had enough and I call in and get a customer service rep that tells me he can't understand me! I am from VA so yes I have a little bit of an accent...his accent is worse than mine not sure middle eastern or something however I am the one calling in for help so my call is not starting off on a great note.

I then proceed to tell him my problems and he has me reboot, reset all of the things I have already done but to be nice I follow his directions. Still 0.26 download speed. He then tells me he is checking and it looks like network congestion and I should just try again later!!! What!!!

What am I paying for??? I tell him I want a refund for the days I haven't been able to use my internet and he tells me he can't do that, I then tell him I want what I am paying for...internet service, he once again repeats the network congestion line and I ask to speak to a manager, he keeps telling me that since my modem is working correctly it is just the network congestion (like telling me this over and over is going to make me understand). I ask to speak to a manager at least 10 times and he puts me on hold and gets someone else to talk to me. I explain to the "manager" that I don't think it is fair that I am paying for a service I am not receiving and he then reads me the part of the contract that's says "internet speeds UP TO 25Mbps so I am not guaranteed those speeds" I then tell him that .26Mbps is like having two hamsters running on a wheel!!

I am paying for internet and I expect to have internet.

He then tells me the "network congestion" line and I then freak out....I tell him that it is fraud to sell something that they obviously cannot provide and if I was told that I would only have internet 10-20days out of a month I definitely would not have signed up!! Tomorrow I will be calling back.