Treated Like Crap with Email to Prove it

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The "ViaSat Listens" people are deliberately messing with me.  Look at this exchange where they deliberately don't answer my question:

>>>>>>>>>> My Request:
Hi there, I’m going on a trip; I know I can forward my calls to my cell, but is there a way that I can call into the voicemail system and access my messages remotely? If so, how?

Yes, I know I can have the messages sent to email… but I would like to dial into the system and check it periodically.

Thanks, Me

>>>>>>>>>> Their improper response:
Thank you for contacting Viasat Listens regarding forwarding your voice service.
Yes,  You are able to forward your number to you cell phone.  You can go into the voice portal -go to call handling- click on forward all. You will see Forwarding Number, type in your cell phone number.  If you need nay additional information or help, respond to this email.

Sincerely, Diana

>>>>>>>>>>> My RE-Request:
I’m sorry… but you didn’t actually answer the question I asked: 
"is there a way that I can call into the voicemail system and access my messages remotely?" 

>>>>>>>>>>> "Diana" Messing with me by NOT giving me the answer:

Yes you can.  
Thank you for choosing Viasat, provider of Exede and Wildblue internet services, as your internet provider. We appreciate your business.
 
Sincerely,  Diana  Viasat Corporate Social Media  

>>>>>>>>>>>


What can I do about this?
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Mike

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Posted 5 months ago

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J&J

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I don't see that she's messing with you.  She is trying to make things simple, like telling you how to forward your voicemail to your cellphone, or have messages converted to email. 

If you are desperate to have access to them from a remote location and not want anyone near you capable of hearing them they can be saved as *.mp3 files.  You will need to set up your own remote access to get to them from a distance. ViaSat voice does not have the magic button to push to interrupt your welcome message to switch to reciting your voicemail.   Diana didn't offer this because they don't have it, she stuck with the facts. 

You can also NOT have the ViaSat voice system handle your voicemail.  Get a phone that does that for you and turn off voicemail at ViaSat.  Get a phone that does have the magic button to retrieve your messages at a distance. 

Diana did nothing wrong, you just have expectations and demand they be met, even if impossible with the system you are using.
 

 
(Edited)
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Nathan Hart

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It’s no excuse but it’s because they only skim the emails and reply too quickly. Apparently what I’ve learned from past experiences phrase all tech support emails as if they are for a child.
(Edited)
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Andy Schack

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I quit selling Viasat Voice more than a year ago. There is NO better example of a train wreck in my opinion. I brought up issues THREE years ago that still haven't been fixed. 
If a customer asks us about Viasat phone service we tell them that we will install the internet system but IF they want Voice they have to call and set that up after I leave their house AND we will not offer ANY support OR roll a truck for a voice issue. 

Yes, it's that bad. 

Andy
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J&J

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That's strange.  I have ViaSat Voice and I use it with a Panasonic KX-TG7871 phone and have never had a problem with it.  When my Internet goes out (outage, no response) my phone still works.  I have stripped all options out at ViaSat and have my phone do all the work.  I also have WiFi calling over ViaSat Internet which works... most of the time.  Maybe I'm just lucky.
 
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James Besser

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when the modem out no internet no phone ( Andy ) is right. your phone works when the internet goes out I just unplugged the modem . phones out, you or andy whats up
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J&J

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The Internet can go out and ViaSat Voice can still work.  ViaSat Voice does NOT utilize "The Internet" of the satellite connection to work.  It does use the modem, no doubt, but the Internet aspect of the connection is not necessary for ViaSat Voice to work.  Anyone that thinks ViaSat Voice needs the Internet connection of the dish to work is either mis-informed or they haven't done their homework.

I did say I also have WiFi calling over "ViaSat Internet which works... most of the time."  This means for WiFi calling the Internet must work because it uses the Internet, ViaSat Voice does not.
(Edited)
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Ronald Stricklin

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You can't do much. A commonality with customer support is they are incompetent. Be it Dianna from viasat or jim from AT&T, you should expect a Asinine response.
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J&J

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You can't do much. A commonality with customer support is they are incompetent. Be it Dianna from viasat or jim from AT&T, you should expect a Asinine response.
Well aren't you the bright boy tonite.  The flaw in your stupid answer is that Diana and the other members of the Viasat Corporate Social Media team are not "customer service," nor are they incompetent.  They are far and above common customer service personnel.  They are endowed with ominous power at ViaSat to make changes to the system to achieve the desired effect when something doesn't work correctly.  Diana gave the only answers to Mike that were operationally possible.  ViaSat Voice is not Diana's department at ViaSat.  She works Internet and could have simply referred Mike to the toll free number to call for ViaSat Voice support, and maybe in the future that is what she'll do.
 
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Mohammad Hussein al-Baghdadi

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Calm down J&J. Try deep breathing. Then try yoga. Then try Prozac. Then try a different forum.
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GabeU, Champion

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Be it Dianna from viasat or jim from AT&T, you should expect a Asinine response.
Diana answered the question below.  Is that asinine?  Diana also answers many other questions. 

Who is it that gave the actual asinine response?  Hmm? 
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Old Labs (VS1-329-L12FZ)

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No, but had the answer been originally provided to Mike from viasatlistens, this conversation would likely have never even been started. From there, everything went downhill fast.
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GabeU, Champion

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Oh, absolutely.  There's no reason it shouldn't have been answered and answered correctly, and the reply Mike received reminds me of my own ISP's email, chat and phone help, which is often of no help at all and frequently causes more frustration than was there to begin with.  

My problem was with the singling out of someone who I've seen be quite helpful on this community.  Not in the original reply, no, but many other times.  Then again, everyone's experience is different and no one is perfect.   In the end, though, it should have been answered in the first place.  
(Edited)
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Old Labs (VS1-329-L12FZ)

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While probably not deliberate messing...

I suspect Mike's frustration stems more from the followup question and the response received - "Yes you can" (if that's what went down - I wasn't there).

If not supported, the obvious correct answer would be no.

If supported, then additional information on how to do so could have probably avoided this conflict.

For me it's still not clear whether the feature is offered (we've got an employee saying yes you can and customer saying no) - seems to be a pretty basic feature. In my case not Viasat, but it's as simple as dialing my number, waiting for the voice message, pressing the # key (or is it the * key - I really don't use it but know it's one or the other it's the # I tried it) and entering a pin to get the voice mail menu where I can review them from afar (without reliance on forwarding and mp3 to an email account). 
What we've got here is failure to communicate...
or a simple misunderstanding. If not available and critical, I suppose I'd just forward all calls to my cell and use its voice mail features.     
(Edited)
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Andy Schack

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I'm not really sure what to say here but Voice DOES use your internet connection. If your modem is offline for ANY reason you ain't talk'in. 

I'm really not going to discuss this anymore, I don't argue facts. 

Andy
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VeteranSatUser, Champion

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I was thinking the same thing Andy. I was like what????

IMHO, Viasat Voice is going the way of landlines. With mobile devices supporting wifi calling now, why do you even need it? I mean it is overpriced to begin with.
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J&J

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 Too bad nobody ever invented sub-channels, we could have had FM Stereo, and a million other things that use it.  My ViaSat phone works when the Internet doesn't.
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Old Labs (VS1-329-L12FZ)

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Instead, we'll answer every question except that which the original poster asked as we spin off on tangents.

"I've seen monkey-spit fights at the zoo more organized than this".

Does Viasat Voice offer the ability to call in from another phone (let's say while on the road and maybe not even one of my own) and check voice mail? If so, how? Enquiring minds want to know.

We have two conflicting answers so far - one from an employee and one from a susbscriber subscriber.
(Edited)
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Diana, Viasat Employee

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Additional information for Voicemail for the Voice Team -

Access Voicemail from phone

Step 1

Dial *36 from the phone that is connected to the Voice Adapter

Step 2

Enter the 4-digit PIN, followed by the # (pound) sign

Default PIN = 1234

 

Remote Access to Voicemail

Step 1

Dial the 10-digit phone number

Step 2

When the greeting starts, press the # (pound) sign

Step 3

Enter the 4-digit PIN

Step 4

Press 1 - to Listen to your messages



Any  additional questions call Customer Care at 855.463.9333
(Edited)
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Bev, Champion

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On a note here, if you set Viasat Voice to ring both the home and your cell phone simultaneously, calling your Viasat Voice number form your cell phone will automatically take you to your voice mail, same as *36 on the viasat voice phone. Means you can't call home from your cell phone because it goes to your voice mail instead of ringing the home line but, for vacations, it's perfect when you don't need to call home anyway.

The down side is that the setting has to be changed online so, it isn't a switch on the fly thing.

I leave mine ringing both numbers all of the time, If I need my husband at home, I can call his cell phone rather than the Viasat Voice line.
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Mohammad Hussein al-Baghdadi

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One simple question followed by 13 14 replies (the last reply actually answered the one simple question).

Q.

R. J&J/NH/AS/J&J/JB/J&J/RS/J&J/MHA/OL/AS/OL/BEV/D,VE

(Edited)
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Old Labs (VS1-329-L12FZ)

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You forgot the last MHA. Oh wait... this thing will never end this way.

But thanks for the answer Diana.
(Edited)
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Mike

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So, I DID get the answer this morning, as "Diana" says above.  

The frustration was that it took 4 emails in the end to get the answer:

Dial the 10-digit phone number, Press the # sign, Enter the 4 digit PIN".

I DO NOT think that when the question is asked: "is there a way that I can call into the voicemail system and access my messages remotely?" 

That the answer should be nothing more than "Yes".

That speaks to a complete disdain for the customer.  The question was "answered", but no help was given... and the frustration was... substantial.

Mike
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VeteranSatUser, Champion

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Has nothing to do with customer disdain. As stated before, they are scanning over emails quick and didn't grasp what was being asked.

Give Diana a break. She is a very nice person, as I have met her personally and wants to help. So you got frustrated. I am sure you have had frustrating experiences with other companies too.
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Mike

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Okay... message received... break given.  

Please know that I am also aware that I will be conversing with Diana again... and others from viasat.  It's one of many emails I've sent to viasatlistens.  And I want the relationship to stay positive... from both sides.  

I am trying to stay in contact with calls to my home because I'm setting up interviews for a new job; I switched from Verizon because my line was buzzing loudly from rain in the pedestals for over a month, and phone screens were getting embarrassing.  

This was important to me, and I tried to be polite, twice.  And then the Yes felt like a poke in the eye.    

I responded by sharing my feeling, and my experience with the community.

I hope that Diana can forgive my frustration.

thanks,
Mike
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VeteranSatUser, Champion

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One thing you can also do Mike is post your question on here. There are a lot of savvy users here (and an installer or two) that can also help quicker than what some of the reps on here can do.
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Jtwes

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I want to know how the Via Sat phone works with The modem off line. I could have swore I saw a phone jack in the back of that modem. I understand they probably use some sort of dedicated beam for phones but my curiosity is getting the best of me.
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J&J

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What you see when the modem is offline is the Internet connection.  There are plenty of other signals still working, ViaSat Voice being one of them.  
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Stephen Rice, Champion

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Y'all need to go to bed. This is my excuse for being up so late.

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Steve Frederick-VS1/Beam314, Champion

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Stephen, is  that  bottom picture the prototype VS3 modem?
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VeteranSatUser, Champion

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J and J is on one of those "magic beams" like Bama has!
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Stephen Rice, Champion

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Yep.

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