Exede Elite Direct Line

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  • Problem
  • Updated 1 year ago
  • Solved
Been a Wildblue /Exede customer from almost the beginning. At some point in the past, recognizing a long term customer, a representative made me aware of the "Elite Customer Direct Phone Line" which was supposed to afford me immediate access to the Customer Care agents without going through all of the required phone prompts and waiting in que. In the past the not So Elite phone line worked fairly well until today. My service location is a seasonal residence and annually I call to put my account on Hibernation. Not only did I not get quick access to an agent, but nothing in the "prompts" could get me there. Finally, my answer to the main menu was "cancel my account". I was then immediately connected to an agent and was able to complete my request. This should not be. Any suggestions for this type of request?
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Tom

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Posted 1 year ago

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Brad, Viasat Employee

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We have a EasyCare number that bypasses a lot of the queue. We do have a program like that where you can move your dish or have a free service call and that more or less has been transformed into Easycare. We still do the hibernation plan once per rolling 12 month period. 
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Tom

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Thanks Brad. Are you saying that the Elite Direct Line is no longer an option? No big deal, as it appeared to me like any call to the general number. I am aware that the hibernation plan does still exist, but my only issue was that there is no way to communicate that request through the phone prompts.Thanks
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Brad, Viasat Employee

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Do you have Exede EasyCare? there should be a priority number with that. If you're not sure and just want to go on Vacation plan you can email us at exedelistens@viasat.com and I or one of my teammates can do it (note: it could take up to 24 hours for a reply and if that's what you want to do it'll need to be at the time you wish to enact it). I don't know if the number you called just routes you back into our main number but the EasyCare plan number is the only one I know that sends you on a priority line.