Exede Voice Misrepresentation

  • 1
  • Problem
  • Updated 3 years ago
  • Acknowledged
I signed up for Exede internet & voice (coming from unlimited Frontier) & am not happy with the whole experience of their phone service at all.  I live in an area that looses power often, has no cell service, & I have two little children & was told that I could hook up a battery pack to the voip box to be able to make call in an emergency & turns out I can do no such thing.  I was also led to believe that I could use my own answering machine with this which I also can't do.  When the phone rings & I want to screen my calls I can't pick up the phone to answer, pretty inconvenient.  I'd have to check my e-mail to see if anyone called me & then call in to listen to the message.  Caller I.D. doesn't pop up on the screen.  The package itself was left outside at the end of my driveway.  It took 4 tries & multiple phone calls to get it installed & activated correctly.  When it was finally installed & activated the connection on it was terrible.  I called in about the not being able to connect a battery pack to it & was then told it should still work if the power went out as it's over satellite, so I tried unplugging the box from the power & nope won't work.  So, I had the service less than 1 week & had to pay $50 to cancel plus my 'month's' service of $30 even though I was lied to about it's capabilities!  That fee should be waived!  Not happy!
Photo of Kamalla

Kamalla

  • 27 Posts
  • 2 Reply Likes

Posted 4 years ago

  • 1
Photo of Jim

Jim, Champion

  • 542 Posts
  • 278 Reply Likes
Sorry about your bad experience. You may have been misled or maybe you just failed to understand. Of course you won't have phone service if there is a power failure. Since your Exede Voice works off the internet, you must be connected to the modem and the modem must be powered on. You could use a battery backup or even an emergency generator to power your system when you have a power failure. If you experienced a bad connection and your caller ID didn't work, I assume you either had a bad box or it wasn't hooked up correctly. I don't know why your answering machine wouldn't work with Exede Voice and would like to hear more about that. You may teach me something.  I have installed several Exede Voice adapters and haven't had the first complaint. 
Photo of Steve Frederick

Steve Frederick, Champion

  • 2573 Posts
  • 1584 Reply Likes
I have Exede Voice, and have never had any problems with call quality, in fact, it is much better than with my Verizon Cell, and much clearer than I had with Verizon's buried copper land line service. I have my modem, Exede Voice and my Vtech phone system connected to a UPS battery backup system. With the 1000 VA model, it will provide me with phone service for at least 80 minutes.
Photo of Kamalla

Kamalla

  • 27 Posts
  • 2 Reply Likes
What is a UPS battery backup system & how would one go about installing one?  Are they expensive?  Can you use your own answering machine in the manner I described?
Photo of Jim

Jim, Champion

  • 542 Posts
  • 278 Reply Likes
APC is probably the most popular brand of UPS. You can easily find them on Amazon starting at about $50. I got my last one on sale at Office Max. I think Wal Mart carries them too.
Photo of Old Labs

Old Labs

  • 3309 Posts
  • 3288 Reply Likes
Kamalla,

What is a UPS battery backup system & how would one go about installing one?
An uninterruptible power supply (UPS) provides battery backup to any devices connected to its backup outlets. Installation is as simple as plugging it in and then plugging devices into the UPS. They provide both battery backup and surge protection (and sometime some other features) - typically they have backup outlets (which also include surge protection) and outlets that only provide surge protection. Naturally backup requires using one of the backup outlets.

Sizing is an important consideration - number of outlets and backup durations. Most consumer grade UPS' provide a duration measured in minutes and can withstand brief power outages. In my case, they provide me a 20 minute windows to roll out the generator, hook it into the transfer switch and fire it up to handle longer outages for managing mission critical stuff (fridge, freezer, well pump, network, TV and a few lights). In my situation, anything beyond a 5 minute outage will more often than not be measured in hours anyway.

The manufacturer web sites frequent have sizing calculators to help select an appropriate size dependent on your needs/goals.

Are they expensive?
As Jim notes as little as $50 on upwards depending on sizing needs. Consider long term cost/availability of replacement batteries - they continuously recharge but do eventually fail over time. Also ensure the battery is user replaceable - there are some models that aren't (or there used to be anyway). Agree with Jim that APC is most popular, even though I went with CyberPower the last time due to sale pricing and meeting my needs.  

Can you use your own answering machine in the manner I described?
From a power perspective I can't see why not, from a fully functional perspective I really don't know.
(Edited)
Photo of Larry Lockie

Larry Lockie

  • 35 Posts
  • 10 Reply Likes
Number 1. The Exede Modem must be optimizws to the best possible configuration
Number 2. Must be plugged in in proper order. ie Modem,ATA adapter, Router. 
Have not installed any Exede VOIP, But Many Hughesnet. Both have to live by the same rules. Proper Installation equals near flawless operation.
Another point....ATA adapter and Modem both have to be on UPS (battery).
Have many installs on "off grid) sites with no problems.
I personally have a VOIP connection on Exede 5-10 Using MajicJack Pro, and it is usable, and not a heavy user of Data. 
Overcame using the answering machine, by setting MJ messaging to pause over 1 minute. This allows the internet Message to time out and the local unit to control.
Just a thought, that so far has worked.( AND at only $50 per year)
When We are able to, I will go to the Exede VOIP.
Photo of ExedeKarmin

ExedeKarmin

  • 384 Posts
  • 40 Reply Likes
Hi Kamalla,

I;m sorry to hear you were not happy with your Voice service.  I would like to discuss some of your concerns further.  You should have been able to use your answering machine.  I am not familiar with the battery pack, but would like to research for additional information.  Please send me an email to exedelistens@viasat.com with your account and contact information.  I look forward to hearing from you.
Photo of Kamalla

Kamalla

  • 27 Posts
  • 2 Reply Likes
I don't think I failed to understand as I was directly told that I could hook up a battery pack to it & then I was told it would still work anyway since it's satellite -which I knew wouldn't work, as the box would need to be plugged in, but I gave them the benefit of the doubt & tried anyway.  I also asked, before canceling, if I could use my own answering machine with it & was told no.  So, the whole thing was an expensive waste of time & very misleading.