Internet suddenly disconnected and wanting activation code

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  • Question
  • Updated 2 years ago
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Our internet stopped working today and our payments are up to date. When we get online it actually takes us to the exede website asking for an activation code. Fix?
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Rachel Ashworth

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  • Irritated.

Posted 2 years ago

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steve heller

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That happened to me today also.

I used eSVT to post an escalation request and it got fixed. Coincidence or conspiracy?
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Toni McKay Stewart

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I'm currently on hold with them now for 50 minutes and COUNTING!!!! I seriously do not like this company!!!
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steve heller

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eSVT is a web app that their techs use. They are letting some customers use it during a test.
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Old Labs

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For future reference, all direct subscribers to Exede (i.e. not through a third party) have access to the MyESVT tool - if a direct subscriber go to https://myesvt.exede.net  and log in with your regular MyExede.net credentials - of course if your access is completely down, you'd need to do that using an alternate ISP or connection.

Since I don't have access as an NRTC subscriber, first I've heard that escalation is available through it (or under what circumstances it's available) but wouldn't be surprised if it bypasses a couple phone middle men going that route.     
(Edited)
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Brad, Viasat Employee

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That's correct OL. It escalates to me, Diana and Lindsey. More or less the exedelistens@viasat.com email same difference but the cool perk is that it screenshots what is being seen at the time so we can see if an issue was happening at the time of the email compared to what I would see at the moment. If you're able to get eSVT (aka myESVT) on the trial I'd recommend it. It give far more information than our old meter, breaks down usage by category (especially helpful to pinpoint if Windows 10 or Netflix is gobbling all your data). It's something of an open beta right now so we of course see some bugs here and there but I find more information is always good to have. Hopefully we can eventually get it in the hands of NRTC/wholesale customers.
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Old Labs

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Thanks for the clarification - I've contacted NRTC about it but it's essentially an "I have no idea what you're talking about reply". No big deal - for me it would be a nicety and not essential. 

Looks like you picked a bad day to quit smoking... and don't call me Shirley.    
(Edited)
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Mona Maness Blankenship

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Same here! on hold for 40 minutes so far! NOT HAPPY!
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Candy Breniser Lewis

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I am having the same issue .I have been on hold for over an hour. I then hung up and called back and was on hold for over 20 minutes and then got hung up on. This company sucks.
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Candy Breniser Lewis

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I am having the same issue .I have been on hold for over an hour. I then hung up and called back and was on hold for over 20 minutes and then got hung up on. This company sucks.
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Heather Fair

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I had the same problem about 4 hours ago. Called tech support (waited over an hour) . Tech said support the satellite in Phoenix (where I get my service - I am located outside Houston, Texas)  experienced technical issues due to weather but that  they had just been fixed. Waited another 10 minutes and internet was back up and running.
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Heather Fair

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oh and you might
 reboot your modem too.
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Rachel Ashworth

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Okay, I called and after hearing the wait time decided it must be a service-wide problem. So glad! Now to reboot to see if it's corrected...
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stacy reid

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I live in East Texas and I was having the same problem, I called tech support twice, the first time I was on hold for over 2 hours and the last time I was on hold for almost 3 hours, after trying a few things the tech finally fixed it...
(Edited)
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Brad, Viasat Employee

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We're seeing a few instances of this. May or may not have been related to our outage and issues last night. Try rebooting the modem. If that doesn't work please call us at 855-463-9333 or email exedelistens@viasat.com and we can try to override it.