Exede Internet Blocked, Account Suspended by DishNet?!

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  • Updated 3 years ago
  • (Edited)
Asked this in another thread where numerous Exede customers were having the same issue, but haven't gotten an answer as of yet. Yesterday morning (Sunday) around 7 am, I was using the internet when our internet access abruptly stopped. When I tried to refresh the page I was on, I was redirected to a DishNet page saying "Your account has been suspended, contact DishNet".

I called Exede, and was able to have an Exede tech - Michael - fix the problem for us. He was very professional and resolved the situation by resetting our modem & having us release & renew our IP address through the prompt command. He stated that our account was in good standing, we still had plenty of data allowance left, and they had received our monthly payment on time. He said there was no reason for account to be suspended, and it made no sense for us to be redirected to DishNet since it's not our service provider. But this seems to be a problem numerous people are encountering & discussing on different Satellite / Tech forums.

Has Exede been able to identify why people are having their internet access blocked & being redirected to their competitor - DishNet - with a screen stating that their account's suspended? It's confusing to be told our account was suspended by DishNet, owned by Echostar - when our service is through Exede, owned by Viasat.  asked Michael - the Exceed tech - if he knew what was causing it, and he said he wasn't sure why it was occuring.

Seems like maybe malware hijacking the internet connection & redirecting Exede customers to their competitor, which wouldn't make much sense to me and seems kinda funny, to be honest. We've had Exede phone & internet for almost 2 years now, and we are very satisfied with the service. But this is a bit unnerving to have our internet service "suspended", and end up being redirected to a completely separate company.

Would like to hear back from an Exede service representative and find out what's going on with this issue now that several people seem to be having the same problem.

Thanks,
David
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David Lisa Weaver

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Posted 3 years ago

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Exede Lindsey

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Hello David, these “blocking issues” have been previously escalated over to our engineers . They have verified this problem to be some sort of malware virus that can affect your system. People who don’t even have Dish installed have received this error. We do however have the ability to resolve this connectivity issue, to which I can see a member of our customer care team has completed for you. This is an ongoing analysis by our engineers; they are researching to identify this problem further and why it happens. Rest assure, this issue has been brought to our attention for further resolution. Thank you.
(Edited)
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David Lisa Weaver

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Hi Lindsey. Thanks for the prompt reply. Good to know they're working on the issue. I've been satisfied with Exede since having it installed, and this is the first issue I've had since signing up with the service. Hope they can identify the cause of the problem.
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Exede Lindsey

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Hi David, no problem at all, I hope you stay greatly satisfied with your Exede service. Rest assure we are working to locate the problem to this “dishnet error” If you need anything or have questions about your account please feel free to send us an email at exedelistens@viasat.com and we will be happy to assist! =)
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LorrieL, Champion

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Reminds me of something weird that happened with my straighttalk cell phone...I have had it for some years with no problems when all of a sudden in the middle of my monthly billing cycle I couldn't make a call and got a message saying I needed to pay for additional service--since I have autopay this shouldn't ever happen--one time I got a message saying something about my verizon account, but of course I don't HAVE verizon, I have straighttalk...when I called straighttalk they had no clue but were able to reset my account and these problems stopped.  
wonder if there could be some malware or wares going around on different systems.  just glad that for now the fixes seem to have been simple/easy.  
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Alex, Viasat Corporate Communications

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Depending on where you are, DishNet service can either be Exede or Hughesnet under the hood. 
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David Lisa Weaver

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Hi Alex. I'm an Exede customer & receive billing through Exede. That's what kinda freaked me out when this occurred. As Lindsey confirmed, it's apparently a malware issue. I had an issue with my internet being temporarily disconnected 2 times this past week  & had to flush out my DNS cache to get it to connect.

I've read on different tech forums people having regular, temporary connection issues with satellite internet & flushing the DNS cache to resolve the issue. So I didn't think much of it. The issue with the redirect to DishNet yesterday morning, along with my internet connection being completely blocked even after a DNS cache flush, is what caused me to suspect a malware virus.

The tech that assisted me by resetting my modem & having me renew my IP address said there was basically no reason for me to be redirected to a DishNet webpage stating my Account was suspended due to the fact I was up to date on monthly billing & I had made my payments on time, let alone that I'm a Exede customer with no connection to DishNet.

This seems to be a bug that a number of Exede customers are experiencing when their accounts are in good standing and still have data allowance for the month. I could understand if they were signed up with DishNet and had Exede providing the actual service, but in most cases discussed on tech forums, many don't even have Dish TV or DishNet services, and have Exede for internet due to being in a remote location with no other option.

Here's another thread referring to the same issue people have been experiencing - https://community.exede.com/exede/topics/weirdness-with-our-connection

Lindsey's stated that Exede engineers are addressing the matter and looking for a resolution, so I'm not concerned with it being an ongoing problem. Based off the excellent service Exede's provided me the past 2 years, I have confidence they'll find a resolution.

Thanks,
David
(Edited)
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Brian Shackelford

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If this is indeed happening to multiple customers -AND- it is resolved by a release / renew of the IP / reboot / reset of the modem, it would seem to tell me that this is malware on the server (Accelnet? perhaps) or DNS or other system used by Exede rather than a problem on the customer network.  This concerns me greatly as it opens the possibility of other things being compromised.  

Alex - can you clarify what the nature of this attack / malware is, how it is doing this to your customers, and what (if any) steps we as Exede users need to take to ensure that we are not victims of some scam that redirects users to some bogus site asking for money.

My fear is that if this can happen with the Dishnet, what else can it happen / occur with?

My thanks in advance for addressing our concerns.
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Exede Lindsey

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Hi Brian, It’s a more substantial troubleshooting on our side than just your normal refresh/renew ip.  This is an ongoing analysis by our engineers; they have based a conclusion thus far that this may be associated to a malware virus rather than a direct issue with the Exede. All of our previous occurrences have only been detected with the “Dish Net Error” no other provider. Our engineers are continuing investigation to identify this problem further and why it happens. 
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LorrieL, Champion

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Brian, I agree this definitely sounds like it is on the server (exede) end, but so far I don't feel alarmed--sounds randomly disruptive, but not in any way an organized effort to DO anything that makes any kind of sense.  Very similar to my straighttalk experience---I was VERY annoyed at my loss of service/bizarre messages about verizon, but there was no indication of any concerted effort to actually do anything.  In fact with the straight talk experience I wondered if it could in any way be related to the fact that Straightalk customers share verizon towers, and I wondered if there could be any possible connection there.  again, maybe a glitch of some kind rather than any intentional hack. and what Brian said about Dishnet possibly being exede (or hughes) makes it sound even more similar to my experience in a way.   the fact that in both these instances the servers (exede and straighttalk) were able to immediately remotely fix the problem for the customer seems to indicate no ongoing control over a customer's account by some outside source. 
But I know, we can't assume these things, and yes, I imagine it is a  high priority by exede to find the problem and STOP it--as it should be.  Straighttalk on the other hand, was clueless when I spoke with them. At least exede is aware of the problem and we are told engineers are working on it.
However, it is SUCH  a creepy feeling to be on a device and have it suddenly doing and communicating stuff that doesn't make any sense at all.  Some years ago I had a situation where every time I tried to connect to a particular website I would get redirected to some completely unrelated websites--no problems with anything else going on in my system.  I kept being told that it must be a virus or malware but scans with good programs said there were no such problems.  then the problem stopped and never recurred.  
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Brian Shackelford

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LIndsey - 

Thank you for your reply, please keep us up to date as you get it straightened out.
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John Pittman

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This happened to me yesterday.  Apparently, Dish put a redirect on my home wireless router so all outbound internet traffic was redirected to http://www.mydish.com/upgrades/products/internet-phone/suspended/.   I could only get out to www.mydish.com.  I did not call the number on that web page as Dish is NOT my internet provider, Excede is my ISP.    All devices in our home were redirected.  Our smart phones also erred out with a 'sign-in to Linksys' message.  

That's how I figured out what to do - re-boot the wireless router which fixed the issue.  The internet wasn't available to us for about 8 hours and it took 2 hours to figure out what to do.  Just what I wanted to do on a Sunday afternoon.

It is so disturbing that a big company like Dish would stoop to hacking someone's personal devices to trick one into making a to switch their internet service that the Dish TV we had for 10 years was cancelled immediately and a report was filed with the FBI Internet Crime compliant service.
(Edited)

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