Voip phone rings 4 times and then disconnects calls right as our answering machine comes on.

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  • Problem
  • Updated 2 years ago
  • Solved
My Voip rings about 4 times and then disconnects all calls right as our answering machine is about to come on. I have already called and had customer service turn off voicemail (or rather set it to never go to voice mail), but why does the phone disconnect the call before people can hear my machine? Once my machine's message is done it records a sound that is the same as a busy signal sound....everytime! Help please, we need to be able to use our machine as we were told we could. Thanks!
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LindseyandJosh Boatner

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  • frusterated

Posted 3 years ago

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ExedeEmerald

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Hi Lindsey and Josh, This is definitely a strange issue you are having with your phone, I can look into this for you. Please send me an email to exedelistens@viasat.com with your account verification and I can get started.
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Roo

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We're having the very same problem.  Any solution?
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Exede Lindsey

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Hi Roo, I have not received any emails from you as of yet regarding your voip issue. If possible, could you please resend your information to exedelistens@viasat.com so we can resolve this issue soon. Thank you 
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Roo

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Have resent the email, thanks
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Exede Lindsey

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Hi Roo, thank you for re-sending your information, I have received it and I will give you a call as soon as I can review this issue.  Thank you for your patience.   
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Susann Walters

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Was this ever resolved? Same issue here.
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Exede Lindsey

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Hi Susann, if you experiencing any issues concerning your Exede voip services I would be more than happy to review your account to see if we can resolve. Please send your account and contact information to exedelistens@viasat.com. Thank you. 
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Chris Blake

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four rings and disconnect is all I have ever had. This service is really bad. Customer service is worse
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Knight Rider

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send Exede Lindsey or Exede Diana an email at exedelistens@viasat.com with your account and contact information and see if they can review your account and try to figure out why your calls keep getting disconnected.

Only other thing i can say to try in the mean time is make sure everything is connected properly in the correct order ie: modem--> voice box--> computer/router
Also you can try to disconnect the power from everything and then start back with the modem after about 5 min and plug the modem back in, wait for all the light to come up and stop flashing (about a min or two), then connect power to voice box, give it a min to come up and register and then connect your computer or plug the power back in to the router.
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Exede Lindsey

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Hello Chris, sorry to hear you have not had a great experience with your voip services. This is not the impression we want you to have. Exede main priority is to provide all of our customers with the best service they deserve. It sounds as if you voicemail may be set to “never”, thus the voicemail will never pick up. I would more than happy to review your account to see how I can further assist. Please send your account and contact info to exedelistens@viasat.com. Thank you 
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Roo

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I have always found Exede customer service to be extremely helpful and am very happy with our service.
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Cherie Donahue

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Same problem, disconnects before answering machine can pick up, did any of you get a solution to problem?
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LindseyandJosh Boatner

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Yes.  Even though two people from Excede (voice dept) told me that the # of rings before voicemail picks up was fine, I later found it was not.  I eventually got to a Supervisor who fixed my problem by increasing the number of rings before voicemail picks up, thus allowing my machine to connect with the caller.  Have them increase your rings before voicemail, or have them turn voicemail off all together maybe.
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Knight Rider

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You should be able to manage that your self through the VoIP portal for your phone service. Try this article http://help.exede.net/articles/Genera...
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Exede Lindsey

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Hello Cherie, sorry to hear your experiencing problems with your Voice services. There can be many variables as to why this particular issue is occurring, Please feel free to contact Exede Voice Customer Care at 855-463-9333 for assistance. Thank you
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Parker D

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i'm experiencing the precise problem as other customers have previously described. what is the appropriate resolution???
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Exede Lindsey

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Hello Parker, I'm sorry you’re experiencing these issues with your voice service. It sounds as if there may be an issue with your voicemail settings. Please contact our Exede Voice Customer Care at 855-463-9333 or you can send your account and account to exedelistens@viasat.com for further support. Thank you 

TROUBLESHOOTING YOUR EXEDE VOICE SERVICE 
http://viasat.force.com/kb/articles/General/Troublesho
(Edited)
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Judge and Jury

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Log onto your ExedeVoice account and verify / change settings as shown below to prevent ExedeVoice from ever answering your phone.


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Diana, Viasat Employee

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Hi Craig, Thanks so much for sharing the web page information. If anyone needs the web page,  here it is   http://help.exede.net/articles/General/Managing-Your-Voicemail-Features-in-the-Customer-Features-Management-Portal.  
Please let me know if this helps and if it worked for you.  Thanks
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Layne-Lisa Smith

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same problem here too, just came over to exede 7/15/2016 was told it was good service WORNG!! I hate it, rings 4 time and won't let the answering machine answer calls and my husband med alert will not work, going back to AT&T land line is better
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Brad, Viasat Employee

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Hi Layne,

Please give our voice team a call at 855-463-9333

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