Exede Voice changes my telephone time to the wrong zone

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  • Problem
  • Updated 2 years ago
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I started Exede Voice a couple of months ago and it is connected to the Vtech
telephone system (5 hand sets) I have had for about four years.

I am happy with Exede voice but, although I have gone on line and set the correct
timezone (In my case to EDT),  the Exede system resets my phone clock to PDT
(3 hours wrong) after a few hours.

I have asked TS to check and they say my "timezone is correctly set in the system
and  there are no other settings to tweak so it must be my telephone system". I cannot
accept this since the time on my phone was stable (never changed) for 3+ years
before I went to Exede.

It is obviously not the end of the world! but it is a bit annoying to never be sure when
a call came in (was the time on the phone correct or had the Exede system changed it
before the call came in?).

Can anyone explain what I need to do to stop this happening?
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Charles Clark

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  • Frustrated

Posted 4 years ago

  • 1
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ExedeKarmin

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Charles, 

Please send me an email to exedelistens@viasat.com with your account and contact information.  I will do some research and see If I can't get this issue resolved for you.  
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Krystn Kaey Allen

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I have emailed you. I have same issue. I have made several calls & emails to exede. I bought 5 different brands of phones. please help.
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Charles Clark

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Just saw your reply, email sent, Thanks
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Charles Clark

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For anyone interested in this issue it remains (unfortunately) unresolved. The official response was:

I have contacted our Voice Support Team and have received the same information you provided.  They are stating that your system is in the correct Timezone.  I was advised to ask if your phone system takes batteries and to see if you can check to make sure that is not the problem. 
Thank you for choosing ViaSat, provider of Exede and Wildblue internet services, as your internet provider.   We appreciate your business.
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LorrieL, Champion

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How strange!  wish I had ideas to help, but I can't imagine why this would happen.  let us know if you figure it out?  not sure what that email you got back means....is exede saying you should try changing to new batteries?  I suppose it couldn't hurt to try that...you never know.
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A. Everett Neuman

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Have you tried resetting the phones or their mobile base? Pull all the battires, and any little micro chips. It should make your setup re-learn, and maybe fix the issue? Double day light savings or some other techno doda.

Also, is your signal provider 3 time zones away from your home base? As in; Does it think you live where the beam starts? The coast???

If your phones do access the internet, is the time set to adjust to the providers location, or to an Atomic Clock broadcast some where?

Just an idea, hope it helps.
(Edited)
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Charles Clark

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Thanks for the replies. No resetting the handsets to the base made no difference. I think you are right it is something to do with the timezone where the satellite uplink is located (I have the same "location" problem with my Yahoo home page but there the site thinks I am in Englewood Colorado which is MT).

Having said that with Exede Voice surely the timezone setting, which I am told is correctly set at ET, should override the uplink location, but no, my clock still continually rests to PT.

I have confirmed one thing and that is, even if I make outgoing calls the clock remains set correctly but as soon as I receive any call it changes to 3 hours earlier ie PT rather than ET.

I guess when I am away and I get voicemail I now know that the first call I RX resets the clock so all call times are 3 hours wrong.

What surprises me is that my phone system is the very popular Vtec manufacture yet  I seem to be the ONLY one who is having this issue!!!!!
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Steve Frederick, Champion

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Charles, I have Exede Voice and a Vtech DS6511 phone system. I have had no issues with the time being set correctly during the 18 months I have had the Exede Voice. I am in the Eastern Time Zone, upstate NY. I do believe your problem lies with the time zone selected by Exede in their system, and that they really should be able to correct your time zone setting.  
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Charles Clark

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Thanks Steve for the reply. I agree that the problem lies with Exede Voice but I have talked with support and at the top of this exchange you will see that "Exede Karmin" looked into it for me too and they all say my ET timezone is set correctly.

I know my equiopment is functioning normally becuase I have had it for a few years with a land line before I went to Exede Voice in August this year.

Ah well! I guess I will just have to live with it.
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Exede Kimberly

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You shouldn't have to just live with an issue like this. Have you been able to speak with our Voice Support team? They would be the ones to help resolve this issue.
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Charles Clark

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Kimberly,

Thanks for your comment.
I started off talking to the ExedeVoice (Technical support) folks when I first installed ExedeVoice and they say all is set up correctly at their end (I also see online that my timezone selection is NY- EST).

Then I tried the forum to see if anyone else was having similar problems and Exede Karmin replied (see top of this exchange). I sent her my details and she contacted ExedeVoice and her response
is in italics in my post of three weeks ago. To repeat her emailed:

"I have contacted our Voice Support Team and have received the same information you provided.  They are stating that your system is in the correct Timezone.  I was advised to ask if your phone system takes batteries and to see if you can check to make sure that is not the problem. 
Thank you for choosing ViaSat, provider of Exede and Wildblue internet services, as your internet provider.   We appreciate your business.#

So that is why I am giving up. I know my Vtec phone system is OK but everytime I get an incoming call via ExedeVoice it rests my telephone clock to three hours earlier (i.e.PT) and you guys say your system is set up correctly.
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Exede Kimberly

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I would like the chance to help you with this. If you change your mind, I can be reached at exedelistens@viasat.com. I hope to hear from you.
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Bev, Champion

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Can you use another phone for a day, borrow one even to see if it's the phones and, you need to contact VTech?
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Steve Frederick, Champion

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Vtech phones do not have a setting for time zone. However, each time a call comes in, the time is reset with the information contained in the data phone the phone service provider. Since Charles was using this same phone with an earlier provider and all was working correctly with the time, it is very unlikely that the problem lies within the Vtech phone.
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Charles Clark

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Kimberly et al.

I have not changed my Vtech phone system but I did confirm (what Steve mentioned above) that the phone's time indication is changed by the "caller ID" which of course is provided by Exede. That explained why the time was changed any time I got an incoming call.

Anyway I am delighted to let you know that whatever you changed at your end "a couple of weeks ago" the clock is no longer reset by incoming calls, so I can actually get the correct time the call was placed.

Don't know what you changed but I am just pleased to report that it now all works and I am a "happy camper".

Charlie
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Exede Kimberly

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Thank you for the follow up Charlie. Always here to help. Glad to hear everything is good!