Continuing issue with service

  • 2
  • Problem
  • Updated 2 years ago
  • In Progress
  • (Edited)
I'm still having the continuing issue with my service being turned off even if no one is using it.

I've tried emailing exedelistens@viasat.com but I'm getting no calls or emails back as I have included my contact information.

Please let me know what's going on.
Photo of John

John

  • 36 Posts
  • 0 Reply Likes

Posted 2 years ago

  • 2
Photo of Joshua

Joshua

  • 208 Posts
  • 64 Reply Likes
Hi John,

I would recommend giving technical support a call when your service appears to be disconnected. The support phone number can be found at https://www.exede.com/contact-us-exede/

Joshua
Photo of John

John

  • 36 Posts
  • 0 Reply Likes
Hi Joshua

I thank you for you reply, I called them numerous time but they can never tell me anything because 1. The modem is off so they can't connect to it or 2. There is not enough data left on my plan, so ether way they can't check out the problem or so I'm told.

I have just last night gotten in contact with Diana at exede at exedelistens & was told my account was in data restriction. Now I can understand that but it still doesn't answer why it's turned off when I get home from work.

I make sure anything that uses data is turned off before I leave. And after reading posts hear I've checked to see if anyone is using my WiFi other then me but no one is.
Photo of Joshua

Joshua

  • 208 Posts
  • 64 Reply Likes
Hi John,

Which plan do you have with Exede? If you are not on a plan that has the Liberty pass, once you use up all of your priority data, your service will be shut off for all intensive purposes; this mode is referred to as DAP.

It sounds like there might be an issue with your modem. Exede works best if your modem is left on 24/7 and leaving it off for periods of time can cause issues with reported usage (especially around the time that your monthly billing cycle resets).

Before we go any further, make sure you have an account setup on http://my.exede.net/ which you'll need for the next step. If you don't use this already, you can use this to view how much data is left on your plan, change your plan, and a host of other account options.

Once you've made sure your modem is on and that you have an account, try logging in to https://myssoapps.exede.net/ which is a tool that can help you and Exede's support team diagnose issues with your service. If your service isn't working at home, you may have to to do this outside the house while you're at work, etc...

Once you login (and everything loads, which takes a minute or two), you'll be able to see how much data you have used on your plan, when your monthly billing cycle (and thus data allotment) will reset. If you could report back if any of the circles on that screen are not green, that will help us diagnose what might be going on.

Thanks,
Joshua
Photo of John

John

  • 36 Posts
  • 0 Reply Likes
I'll give that a try Joshua, sorry if I wasn't clear in my earlier post, I live my modem on continuously I only turn off other devices ( gaming console, phone & so on) so that there's no data use but still it gets shut down.
Photo of Diana

Diana, Viasat Employee

  • 2190 Posts
  • 409 Reply Likes
Hi John,  Is it on now?  Are you able to use it?
Photo of John

John

  • 36 Posts
  • 0 Reply Likes
Hi Diana, sorry it took so long to reply, I just walked in my house from work & so far everything is working well. All the lights are blinking & I'm browsing. I'll let you know if something changes.
Photo of John

John

  • 36 Posts
  • 0 Reply Likes
OK it was fine for about 2 weeks & now it's not working again. I haven't used it much at all so is the network down?