Excede Via Sat, INC, Wildblue Burned by Excede, and locked me into a 24 month contract without having my signature Carlsbad, CA and Englewood, CO Nationwide
On October 1, 2014, I purchased internet service thru one of Excede Reps by the name of Evan Phillips. We had a lengthy conversation over the phone about how great internet service was thru Excede. My main question to him was, can my son play the xbox thru Excede can we watch Netflix? Of course he said…very short lag time, 1/3 of a second.
We were in the process of moving into our new home on the 1st and 2nd of October, we had no time to get on the internet. On 10-3-14, my son let me know he could not get on the internet thru xbox, my daughter also stated the internet was very slow on her cell. I sent a text message to your Rep Evan at 5:06 AM 10-4-14, about how slow the internet was and at times we had no internet at all (I took pics from my cell phone to send to Evan to prove we had no signal) Evan told me on Sunday maybe my router was going out and to go buy a new one, I did. He text me the router to go buy, I text him back it’s the exact router I’m using in my house. I bought a new one anyways thinking that mine could be going out. No changes in connection. The entire weekend the internet was in and out.
Unfortunately the service has not performed well.I started calling customer service department on 10-6-14, complaining about the service provided to me. We trouble shooted, they told me all was ok…all the lights were green. Called 10-7-14, talked to customer service again, Informed them I not happy with the service being provided. Service was in and out. Could not get on xbox and could not watch Netflix.
On 10-9-14, called customer service, spoke to Destiny a rep and Nekia a floor supervisor in the Illinois office. I was not a happy camper. I wanted to cancel my service I asked for my money to be refunded to me $99 installation fee and $75.49 monthly fee. The response was no, and that a $361 early termination fee would be charged. I was locked into a 2 yr contract, I told Nekia..I NEVER signed anything.
The sales rep clearly states in his text messages to me and by the first phone conversation that we could game and watch Netflix thru Excede. That has not happened.
Today, I asked that my money be refunded since I am unable to use the service and my contract to be terminated.