Need Explanation ASAP or will terminate on March 8

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  • Updated 8 months ago
  • Acknowledged
  • (Edited)
This morning I sought help on an issue of usage, but the automated voice at your help number indicated that your records indicate that I purchased my service through a wholesaler. I did not. I purchased internet service through Exede and until now have gotten telephone help. I am planning to switch internet providers before March 8 since I cannot communicate with Viaset/Exede by telephone. If you want to keep me as a subscriber you need to get back to me ASAP.Rudy Barnes at XXXXXXX
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Rudy Barnes

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Posted 8 months ago

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Matt B, Viasat Employee

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Rudy,

This is an issue that pops up from time to time.  It generally means that at one point, the phone number you called from was associated with a wholesale account.  To get around this issue, you can call from a different number, or send an email to us at ViasatListens@viasat.com.

I have removed your personal information for the post, as this is a public forum.  
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Rudy Barnes

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I tried calling from a different number.  The automated voice asked for tel. number associated with my account, I gave it, and the voice then said I needed to call my "wholesaler." 
I'm done with trying.  You folks need to get your act together, but I'm going with Hughes Net.  At least I can talk to someone there. 
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fmj77

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The issue is popping up constantly now and won't let me contact Viasat. You all need to get your act together and fix this immediately.
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Stephen Rice, Champion

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Why wait until March 8th to terminate?  It sounds like you would be a lot happier if you terminated today.
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Rudy Barnes

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May well do that, especially since I'm considered a spoiled brat for demanding that telephone (help) communication is an essential requirement for remaining a subscriber.  Guess I'm just an old guy who has old ideas about service.
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J&J

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Telephone (help) communication being so essential would make a normal person want to get that fixed.  If you are experiencing a problem with your service that same email address is the BEST way to get things fixed since the phone help desk has such limited resources to do anything anyway.  The people at viasatlistens@viasat.com have the resources, ability, and corporate position to MAKE things happen to resolve a customer problem with their service which is something you will never get at Hughes because they really just don't care and never have.

Your old (stubborn) ideas of what a company should do to keep you happy have progressed over time.  There was a day when you had to visit a company's local office to state your problem, then came the telephone, then came email directly to the corporate office, then came the corporate office staffed with people given the authority to force solutions as may be needed to resolve a customer's problem.  You stopped at the invention of the telephone.  As long as you're stuck there in time, you might just as well have a service that is also stuck in time where they are still fascinated with the concept of corporate good outweighs customer need.  So go to Hughes, you're going to learn a few things, today they are called "hard lessons."
 

 
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fmj77

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Except that telephone support hasn't gone away and is probably still the main way most people ask for help when they have a problem with a service.
(Edited)
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fmj77

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I have had this same issue twice in the last week. Called from the same number I always call from and the recording says that I bought from a wholesaler. I did not. I bought directly from Exede. This crap needs to be fixed now.
(Edited)
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Old Labs (VS1-329)

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If this were a universal problem I'd expect to see a lot more complaints pouring in (but maybe not).

Obviously if you can't get there by phone, an email to ViasatListens@viasat.com is your best option as suggested by  Matt B above..

When you do that, you need to supply them with your account and contact information since they cannot glean that information from your registration on this community (the registration here is in no way tied directly to your account).

Even if you've gone the viasatlistens route in the past, you still need to provide your account and contact information.

Alternately try the chat options at:

https://www.exede.com/contact-us/ 

Note to Viasat...  ditch the automated screening to determine whether a direct or wholesale subscriber - that's better handled by a person or at least provide the option to transfer to a person if someone feels its in error ;)         
(Edited)
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Rudy Barnes

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Glad to hear I'm not alone.  Until Viaset took over, I didn't have any problems communicating with Exede.  I'm giving Hughes a try, and am already hooked up with them and everything's working OK.  Now my challenge is to terminate with Viaset.  I couldn't find any way to do that on their website and can't get them by telephone.  I'll find a way.  I've practiced law for 50 years and know my way around the block if they attempt to obstruct me.  Hope Viaset does a better job of taking care of the rest you; if not remember, there are other providers out there.
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Old Labs (VS1-329)

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It was always Viasat - Exede was simply a brand name for the internet service offered by Viasat. However Viasat did acquire Wildblue Communications and the Wildblue brand circa 2009.

P.S. Since canceling requires phoning you'd do better to send that email to ViasatListens to get the problem fixed so you can then cancel. You should have never mentioned practicing law - you'll see ;) 

Like many who are new to this community and venue, you're laboring under the assumption that this is a direct support forum - it's not but ViasatListens will get you closer to your goal.

Just trying to steer you in the right direction.
(Edited)
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Rudy Barnes

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Thanks.  
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david, Champion

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There's nothing more maddening than a screwed up phone support system. I'm looking at you AT&T.

We have a couple regular postpaid ATT wireless data sims and a prepaid ATT cell phone. We can't call ATT about the data lines because it automatically senses the phone, tells us we're a prepaid customer not postpaid and hangs up on you with nothing you can do to get through.  ARRGGG.
(Edited)