Exede Voice did not work...had to cancel...now they are telling me I cannot have the same phone number back that I've had for ten years....

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  • Updated 6 years ago
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Archived and Closed

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My exede Voice didn't work correctly and after many calls to exede, they were not able to resolve the problem. We concluded that I needed to cancel and return to my former phone service. Exede cancelled my account and instructed me to call my former phone service to have them "request a port for the number." I did that and they said that exede has to release the number to them. I then called again to exede and they till me that my account is not active and to be able to "port the number" that they will need my account active. Exede was the one who cancelled my account and told me to call my previous phone company to have them "request them to port over my number."  Old phone service is now telling me that my exede account needs to be active so that they can "port my number." Exede is telling me that they cannot do this because my account was closed. Exede was the one who advised me to cancel my account and THEN call my previous phone service. I have had this phone number for ten years and now exede is telling me that I cannot have my old phone number back. Does anyone know what the heck they are talking about at exede? I probably talked to four or five different exede agents today and had to go through this whole story over and over again and still did not get this resolved.  At this point, I cannot receive incoming calls. CAN SOMEONE AT EXEDE PLEASE HELP ME??????????
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Susan Ready Revack

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  • extremely, extremely frustrated

Posted 6 years ago

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Starring Matter

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To the best of my (extremely) limited knowledge, I think you are sunk.  Once a phone carrier cancels your service, that number goes right back into the pool, and is readily taken by someone else.  You need to complete the port of your number BEFORE you cancel the service that owns it.  I'm sorry to say it seems exede's legendarily poorly trained customer service reps my have screwed ya. . . 
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Bev, Champion

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SM is correct, you would have had to port the number before canceling Exede Voice. You can ask the phone company if you can pay extra for a custom number and, might be able to get it that way but, they won't simply assign it to you.
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ExedeCrystal

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Susan Revack,
i apologize for the inconvenience. A part of the required disclosures informs you If you disconnect your Exede Voice service without porting your phone number to another provider, you will lose your phone number. This information should have been disclosed prior to disconnecting your Exede Voice service. I'm not sure why an agent would have disconnected your Exede Voice service and then tell you to port your number to a new provider. Please send an email to exedelistens@viasat.com with your account information and I will look into this issue. Thanks.
ExedeCrystal

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