Exede Satellite Internet Customer Service Issues

I have been a loyal customer of Exede (formerly Wildblue) for many years, having full-time service up until November . Recently, I opted for their vacation plan at $ a month, which should allow for months of pause within a month period. Despite adhering to the plan, my account unexpectedly ran out of vacation time in January . This resulted in being charged $ monthly since the plan I was on ceased to exist. Despite multiple attempts over the phone to resolve this issue, I have not received a satisfactory explanation. I was informed that the system automatically calculates vacation time, without a clear rationale provided. While I was promised a $ credit, its relevance to the matter remains unclear as it hasn't reflected on my account. I am currently ineligible for vacation time until mid-April, which doesn't align with my service needs starting in May. I feel owed at least months of vacation time. Previously content with their service for VOIP, I am now considering alternative providers due to this predicament.

I am a past customer, Tracy S., who canceled Excede at the end of the month and was instructed to call at the beginning of the next month, which I did. However, I was still charged for a month's service I didn't receive. After several calls, I was assured my account would be credited. Now, almost a year later, I received a collection notice from Southwest Credit for $59.98. This situation has affected my credit and trust in your company. Please investigate this matter. I am not fabricating this and would appreciate a resolution. I am incredibly busy and do not have time to deal with such unprofessional behavior. I called multiple times about this issue and was assured it was settled, but clearly, it has not been. Thank you for your attention to this matter.

I have been a long-time customer of Excede. Recently, I had a new roof installed on my home and needed the dish to be removed and reinstalled on the new roof. Despite informing Excede that my roofer would handle it, they insisted on sending out their own technician. After the dish was reinstalled, I encountered service issues. Despite multiple attempts to have it fixed, I was left with four holes in my new roof and no internet connection. After numerous frustrating calls to customer service, I decided to cancel my account. A third-party company was supposed to remove the dish and repair the roof, but the issue remains unresolved. I have been dealing with this for over a year, with no response from Excede or the contractor. I believe Excede should take responsibility for removing their equipment and repairing the damage. I seek a prompt resolution before any further issues arise with my roof.

I encountered difficulties connecting my phone to the modem despite efforts. The service technician assessed my modem, an apparently functional [redacted] model, successfully connecting his phone. Dissatisfied with the modem's V-shaped design, I requested an update for better organization of my equipment. Unfortunately, the technician declined my request, claiming everything was satisfactory before departing. Unhappy with the service experience, I am opting to cancel my subscription effective September 5, [redacted], to avoid any future billing renewals. Despite paying $[redacted] monthly for years, feeling undervalued and disrespected has led to this decision. I prefer to forgo the service rather than endure such treatment. My cancellation will be effective on September 6, [redacted], aligning with my billing cycle. For further inquiries, feel free to reach out at [redacted].

I consistently pay my bill on time every month and have done so for years. It's frustrating that the internet speed I am receiving is only 14 Mbps when I should be getting at least 25 Mbps. This issue keeps happening where the speed drops back to 14 or 15 Mbps after it's briefly increased to 25 Mbps. Watching shows at this lower speed is impossible. If this problem persists, I may have to consider switching to a different internet provider. Please ensure my speed is set to what I am paying for and maintain it at that level, or I will have to look for alternative options for my internet service moving forward.