Voice account can't be found

  • 1
  • Problem
  • Updated 9 months ago
  • Acknowledged
  • (Edited)
I have had internet through WildBlue/Exede/Viasat for over 10 years and the service has been great.  A month ago we decided to go with Voice and it has been nothing short of a shit show ever since.  We have had to port our number twice, been told there is no account on record although I have emails and welcome letters with account numbers, the service disconnected for some unknown reason that no one can explain.  My last attempt at service was to not port a number at all and let Viasat assign me a number...which they did and was given to me while I was on the phone with an operator.  I received my welcome email with account number, but when I try to access the activation portal I'm told it's an invalid account.  I called to address the situation...again...and was told that they see no account on record for me.  I gave them the phone number assigned to me and they show no record of it either, yet I can go through the customer portal and access my voicemail using the phone number that was assigned to me.  At my last attempt to contact someone, I was told that a manager would call me "within the hour" but no one called me at all.  I have no phone service at my home.  I don't have the luxury of living in an area where my cell phone works in or around my home.  I have to drive 10 miles in order to get to a place where I can park my vehicle and call in to address these issues.  I have tried to use the chat and email options but I'm always instructed to call.  I'm at my wits end with this and I'm past the point of understanding.  At this point I'm unable to go back to my old service with AT&T and I've been without a phone for over a month yet I'm being charged for a phone I don't have.  Thankfully those charges have been waived, that's the only thing that has been positive with this entire debacle.
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Heidi Houston Hughes

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  • angry and frustrated

Posted 9 months ago

  • 1
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Bev, Champion

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Heidi, please send an email to Viasatlistens@viasat.com with your internet account, voice number and, contact information as well as a copy of what you posted here. That email will go directly to corporate - they will take a look and get this sorted for you.
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Heidi Houston Hughes

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Thank you.  Hopefully I will be able to come back here and let people know that this has been resolved.
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Heidi Houston Hughes

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I’m happy to say that this issue was resolved earlier today. I’m not pleased that the entirety of the problem took as long as it did and I still don’t know what the problem actually was. I will probably not recommend Voice services to anyone because of this. It was an unimaginable hassle.