cannot make outgoing calls for almost a month

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  • Updated 3 years ago
We cannot make outgoing calls. Inet works great, we can RECEIVE calls, it works fine. We can retrieve voicemail. We have a dial tone. However, once we begin to dial, after three or four numbers a computerized voice comes on and says, "I'm sorry, you cannot complete your call as dialed.". It's been over three weeks and we can't use our phone to call out. We live rural, it's our only phone, no cell coverage where we live. We have to go to town to call Voice Support. We have already received a replacement box, came today, and it is doing the same thing. HELP PLEASE!
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CKing

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  • frustrated

Posted 3 years ago

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Knight Rider

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I would send an email to exede and have them look over your account and see if they can figure out why you van receive calls but it won't let you dial out. Send the email to exedelistens@viasat.com with your account and contact info and reference this post and they will get you fixed
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LorrieL, Champion

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wow.  what a long time not to be able to make outgoing calls!  I had this happen a couple of times when I first got Exede Voice, and got that same message,like there was some problem with certain phone numbers, but then it stopped happening.  Hope yours gets fixed pronto.
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CKing

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Do you remember what happened to make the change?
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J&J

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Perhaps you set things up right, however, if you did not...

The physical address of your Exede system including ExedeVoice must be registered properly with Exede so e911 will know where to go if you call 911.  If this has not been done it won't work for outgoing calls.
The ExedeVoice registration is not the same as subscribing.  Strange Exede Internet doesn't forward your install location to the office 2 doors down to ExedeVoice, they have to hear it from you.
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CKing

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Well, after the initial installation and we received the first voice box...we still had our old land line connection.  Voice Support walked us through the registration process, step by step.  When it still would not call out, they determined it must be the box. 

A new box was ordered but never came.  We chatted online with a rep but there was no UPS tracking number.  So something went amiss between the time the order was placed to when it was supposed to be shipped.  That was a week's worth of waiting.

We online chatted again, new box (#2) was ordered.  It arrived yesterday.  Hubby got home, started process from square 1.  He got so far in the setup/registration process when he received a RED ERROR MESSAGE - or maybe just a message, not error, that instructed him to call a 1-877 number for Voice Support...which of course we could not do.

So he got into the car, drove 12 miles to where he could make a call, made the call, drove BACK home and it still would not allow him to make outgoing calls.

Online chat again.  They said they needed to send the problem to 'corporate' and would get back to us in 72 hours.  If not, I suppose we start all over again.

It's hard because each time we chat with someone we get someone new so it's like taking one step forward and three steps back.

I'm thankful, at least we've had no emergencies...can't even call 911.

While we're waiting for the 72 hour call back, I thought I'd post here and maybe attack it from another route.

** I thought perhaps it was the type of phone we have...but that doesn't make sense if we can RECEIVE CALLS

** SUGGESION for EXEDE...you have a call back feature for new customers...it would be GREAT if you had a call back feature for customer service...***

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Exede Lindsey

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Hello Cking, I’m so sorry you had to experience this issue for such an extended length of time. Please send me your account and contact information to exedelistens@viasat.com. I would love to review your account with my telephony team to find out why you’re having ongoing issues with your outbound calls and get this resolved within a timely manner. Thank you for posting.  
(Edited)
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J&J

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Ummm...   My phone works great, perhaps  CKing needs to contact exedelistens@viasat.com .
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Exede Lindsey

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Hi Cking, it was great speaking to you, thank you for contacting me to resolve this issue. I will be sure to update you as soon as we receive information back from our telephony team concerning your outbound issues.   
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CKing

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Thank you.

When we got home this evening we received a message on our voicemail.  We shut down the box as per instructions.  We attempted to make a call...it WAS different.  This time NO message came on, we were able to push all of the buttons of the telephone number, but there was a pause and then a busy signal.  Something happened though, because the recorded voice did not come on.  I think we're headed in the right direction...just not there yet.  Thank you for working on it!

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Knight Rider

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That's great news!!! Your in good hands with Lindsey and Diana
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CKing

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Just attempted to make a long distance call - to an out of state, different area code and THE CALL WENT THRU!  :-)  Time 9:28 pm, Wednesday
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CKing

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Just tried calling a local call again...just the 7 digits, got a busy signal.  Tried again, using 1 (area code) then number...and it worked.

This is fine - if we have to dial 1+area code even for local numbers...no biggie.  Just wonder though what we would need to dial for 911?  Just 911...or other additional numbers...we obviously don't want to try it...just wonder if anyone knows...

(Edited)
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Exede Lindsey

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Hi CKing, a member of our telephony team will be calling you sometime this morning to finish working out the kinks with your voip service. Thank you again for your patience. 
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LorrieL, Champion

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I don't have to dial 1 plus area code for local numbers.  I tried that when I did have a problem not being able to connect to a couple of numbers a while back, but it didn't work in my case.
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J&J

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@ CKing

Since your phone can receive calls, but can't make an outbound call, have you tried a different phone?  I can't see anywhere that this has been tried.  Tone-dialing must meet certain criteria to work.  Perhaps your phone is not in calibration for sending the correct tones and the ExedeVoice system gets lost.  Try starting a fake call by pressing each different number first and see if it causes the ExedeVoice to silence the dial tone as soon as you push the number.  Try all numbers for results.  If a number doesn't stop the dial tone, that number is bad on your phone.
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Exede Lindsey

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Thanks for your welcomed assistance Craig; I believe our telephony team has assisted Cking with her phone issues. She is good to go!  
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J&J

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Yey   ;o)   Another happy, satisfied customer that learned a bit of "Rocket Science" (literally) that makes this whole thing work.
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Exede Lindsey

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Glad we could help. Thank you for everyone's welcome input!