Email Client Configuration Problems:

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  • Updated 3 years ago
 Since early February we have been having issues with the Exede/Wildblue email configuration page.  In late April we experienced a complete breakdown in our capability to configure email clients (Thunderbird and Outlook) to work with the Viasat servers.  We receive a message "Configuration could not be verified--is the user name or password wrong" with Thunderbird and "Log onto incoming mail server (POP3): Outlook cannot connect to your incoming (POP3) e-mail server. If you continue to receive this message, contact your server administrator or Internet service provider (ISP)"   with Outlook.  We have been through 8 hours of remote operation with the Exede Experts beginning on April 26.  Each time the "Experts" have promised a resolution in 24 to 48 hours.  No resolution has ever been produced.  Has anyone else encountered similar problems.  The customer care system (chat, phone, email) has proven to be extremely ineffective in dealing with the problem.    We have submitted dozens of tickets, participated in nearly as many chats and uncounted phone sessions.  Exede Diana began looking into over a month ago.  She reported back 10 days ago that she had finally identified an engineer that acknowledged the Premier Escalation team is aware of the problem.  I heard her say it would be resolved in 3 days or less.  She says no, be patient, they are only working on it.  Is 4 months to long to wait. 
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Jim Parker

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Posted 3 years ago

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Diana, Viasat Employee

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Hello Jim,  I know this is frustrating but it is being worked.   This is taking some time to resolve. Please be patient with us.  We have not forgotten your issue and continue to work on a solution. I have contacted the engineering team again today and a resolution is in the works. Exede Diana
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Carol Barker DeCosta

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we are experiencing the same problem with outlook e mail client, can not configure it per your instructions. We will wait a couple weeks and if it is not fixed we will look for another provider. My I Pad does not work for e mail not does my I Phone, nor does G. mail
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Brad, Viasat Employee

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We are no longer on the gmail client once your email migrates (a change enacted by Google) chances are your phone/ipad are still trying to pull from Gmail. If you are able to log in just fine at go.wildblue.net I would recommend removing the email acount from your accounts in your mail/contsacts/calendars menu in your phone/ipad (you won't lose any emails) and just re-adding it using the steps on our site go.wildblue.net. Email apps/clients like your mail client on iPhone/iPad, MS Outlook, MacMail, and Thunderbird just need a few additional steps to work with the new email migration. you can call us anytime at 855-463-9333 if you need help with setting this up.
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Carol Barker DeCosta

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THANK you, I have deleted all "GMail' accounts in my I pad, printed out the directions to set up the I pad e mail, directions do not tell the port # for the outgoing mail, nor does it allow me to ensure IMAP is highlighted and I get the error message that the POP server mail.wildblue.net is not responding and to check the info entered in the incomeing mail server field, which is the host name, my e mail and my password, pretty simple,  have redone it several time, any suggestions?
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Carol Barker DeCosta

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I guess you do not need a server port #, i took it out and guess what? My e mail is coming in, YEAH!!!!!!!!!!!!!!!!!!
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Carol Barker DeCosta

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I am going to have to call in again to tech support with Outlook, line by line instructions are NOT working