Help with Exede Voice

  • 1
  • Problem
  • Updated 2 years ago
  • Solved
  • (Edited)
I have had Exede Voice or home phone service since they've had it, and never had any problems using it during data restriction.  However, this month, every time I go into data restriction, I get a dial tone, but can't complete (voice) calls, or the sound is too garbled to understand.  Every time I call tech support, they have to add 1G of data usage to my account to be able to diagnose the problem, which immediately fixes the problem, and they think they solved the problem.  But as soon as the 1G is gone, I have the same problem.  I've emailed C/S, but so far no solution(s).  This doesn't make any sense.  I've been told by any agent I talk to that Voice phone service is not affected by data restriction on my internet service.  If I can't get any solution, I will have to cancel the service.  I'm not paying for more data usage when I never had this problem before. 
Photo of jones203

jones203

  • 27 Posts
  • 17 Reply Likes

Posted 2 years ago

  • 1
Photo of jones203

jones203

  • 27 Posts
  • 17 Reply Likes
I received an email from an agent that they need to troubleshoot the problem.  I can't make it any clearer that the issue only happens while in data restriction.  If I call while having full speed, the phone works fine.  If call from my cell phone while in data restriction, in order to troubleshoot, the agent has to add 1G of data usage to enter my system, and then the problem clears up.  It doesn't matter what time it is or how many calls I make as the agent requested.  Thanks for the favor, you saved me $32 a month and change, and LOTS of aggravation when I cut the darn thing off. 
Photo of Brad

Brad, Viasat Employee

  • 3121 Posts
  • 1100 Reply Likes
It should not be part of the data restriction. We'll need to investigate this further. Have you talked to our voice team or even have them contact our Telephone Operations Group?
Photo of jones203

jones203

  • 27 Posts
  • 17 Reply Likes
Yes I did, it's been nothing but a run-around.  It's a Catch-22:  the agent has to have access to the account, and then adds 1G to help, then the problem clears up.  I canceled the Voice service as the latest agent wasn't able to help me either, but she is giving me a courtesy credit of $20, which I'll believe when I get my bill.  I don't mean to sound nasty, but I've been battling this for a while now, it makes no sense why I can't use the phone during data restriction, never had this prior to this month.  One final clue:  I haven't been able to access the internet at all when it goes into restriction, but one agent said "there's congestion, and when that happens, I get low priority."  Whenever an agent adds the G of data to my account to access the account, everything returns to normal, they think they've fixed the problem and then the problem returns again when it hits restriction.  Nice try. 
Photo of Exede Lindsey

Exede Lindsey

  • 1827 Posts
  • 163 Reply Likes
Hi Bruce, can you please send us your account and contact info to exedelistens@viasat.com? We can review your account further and see what the issue is. Thank you 
Photo of jones203

jones203

  • 27 Posts
  • 17 Reply Likes

I've sent TWO emails and get the reply of call them.  I've called THREE times and still had the problem.  Cutting the Voice off solved the problem.  Perhaps in the future when (and if) things improve in Operations, I might go back to it.  But for now, I save $30 a month.  Good day. 

Photo of Christine Conrad

Christine Conrad, Champion

  • 263 Posts
  • 292 Reply Likes
Bruce, what are you using for telephone now? Just curious.
Photo of jones203

jones203

  • 27 Posts
  • 17 Reply Likes
My cell phone, Tracfone.  This is only a temporary measure.  I will explain in another reply.
Photo of jones203

jones203

  • 27 Posts
  • 17 Reply Likes
I am happy to report that the issues have finally been resolved as of Sat evening, Jan 14 2017.  The Moderator can mark this as closed or solved or whatever.  I finally found a nice, patient agent at their call center who took the time to research the issue, which started in Oct when I tried to order the new wifi modem.  Somehow the item got lost, not sure on which end (UPS or Exede).  One thing led to another and then I had an issue with the Voice.  Well with the order still "pending," it wouldn't let anyone in to my account to fix the issue.  But finally a smart agent was able to bypass the problem and reset my account.  The wifi modem is being sent out Mon.  From there at some point I will re-add the Voice service since the new wifi modem can handle Voice without a separate box.  But first things first, I will make sure the internet works fine FIRST!  I have to emphasize, cutting my Voice service off wasn't a revenge tactic, rather, it was in hopes of resetting my account, which eventually it did.  How or why, I have no idea---but electronics are fickle things.  I believe the agent's name was Laura, and she sure deserves a bonus for taking nearly an hour to resolve the issue by troubleshooting and asking for help from her supervisor.  Thank you!   I urge people to be patient and stick with a problem until its fixed.  Most employees are under time constraints and don't or can't take the time to fix an issue properly.  Yesterday things hit a low point when a surly agent (call center) snapped that my account was in "transition" and there was nothing she could do, and hung up on me.  So yes, there are bad apples in every organization, but there are plenty of good people who want to help.  Lets face it, for most of us, the only options for internet in rural areas are DSL or HughesNet, beside Exede.  And with DSL I was too far from the central office to have anything other than l.5M of speed, which is not enough to stream video.  The data restriction itself doesn't bother me, if I choose to download all 10 episodes of 'Beyond,' the hit new show on Freeform Channel,  that's on me.  The main issue was all of a sudden I couldn't make phone calls.  Hopefully now things will return to normal. 
Photo of Diana

Diana, Viasat Employee

  • 2241 Posts
  • 424 Reply Likes
Hi Bruce, thank you for letting us know your issue has been resolved.  Have a great weekend.

This conversation is no longer open for comments or replies.