Codeless and Clueless

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  • Updated 2 years ago
Where do I go to look for my customer code to activate my upgrade to the 150 plan? I didn't get a packing slip, the sticker on the book has my email address, not a customer code, and my account number doesn't work either. I tried to call customer support twice, and got absolutely no where slowly.
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James Russell

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Posted 2 years ago

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Brad, Viasat Employee

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Are you getting the activation screen? Try resetting the modem and if it continues please call us at 855-463-9333 or via email at exedelistens@viasat.com (although calling in would be much faster)
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James Russell

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Yes I am getting the activation page, what I *DON'T* get, what I DONT APPARENTLY HAVE, is what you folks call a customer code. The booklet that has the sticker doesn't have a code that starts with a 4, it shows my Wildblue email address, I've tried that multiple times, tried my account number, tried calling support who transfers me to tech support then to tier two. It's not a technical issue. The problem is that I don't have a CUSTOMER CODE that is NEEDED in order to ACTIVATE my account. Without that code, I can't activate my account and right now I would rather sit in a cave without internet than spend any more time trying to get this resolved
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Brad, Viasat Employee

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If it was working before it's probably something we have to do on our end.
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James Russell

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Ok, it seems that I need to go into micro-detail. I had the 30G plan until just recently, and I was going to cancel it all, but when I went to the website while I was waiting for someone to answer the phone, I found that I had a plan that was not only not being offered anymore, it was dwarfed by the the new 150G plan at half the cost. They talked me into it instead of cancelling, they had to send out this new fancy gateway, and after dealing with getting it up and running, I had to go through the activation online. Fairly simple, all I need is the Gateway's MAC address, which I have, and a CUSTOMER CODE, which I do not. The page said that it was on the packing list, the shipping label, or the included documentation. It says that the code starts with the number 4. There is no packing list at all, there is no CODE on the shipping label, either the one on the box, or the return label in the box, There is no CODE that starts with the number 4 on the label on the book included with the kit, where the "CUSTOMER CODE" is on that label is my email address from wildblue, it isn't a number, nor does it even have a number in the address at all, let alone a 4 in the first position. I have been calling customer support for two days now, and this last time they tell me to call Tier 3 tomorrow since they don't work weekends. I am understandably loathe to call them since the Tier 1 and 2 people are really interested in resetting the gateway. I ask you, will resetting the gateway magically produce a CUSTOMER CODE? I think not, and I am in the tech support field for AT&T. so I hope that I have finally provided enough information and insight into my issues and frustrations to give you some clarity on the problems I am facing.
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Steve Frederick, Champion

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James, your best way to get going is to send the email to Brad as he stated in his post above. The customer code is most likely your account number, which should begin with 4 and can be found on any of the emails sent to you notifying you that your bill has been withdrawn from you bank or credit card on file.
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Jim, Champion

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The customer code is different from the account number. Most (if not all) customer codes start with a four and account numbers start with a three. Anyone with access to ESVT can find your customer code for you. They can do this with either your account number, phone number. or MAC address.
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James Russell

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My account number actually starts with a 1.
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James Russell

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We have to call tier 3 tomorrow, so I will tell them what you said