VOIP Stopped Receiving Calls. Called and Emailed on Sept. 6. No Customer Service Response Yet - Sept. 9.

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  • Problem
  • Updated 1 year ago
Our phone stopped receiving calls on Sept. 5. We can call out but when others call us they do not hear a ring or busy signal – just silence.
We called Exede Customer Service on Sept. 6 and after spending time with support (and having explained the problem in detail) the phone call dropped off.
We followed up immediately by sending an email to Customer Service. We explained that this exact same problem occurred for two weeks duration about a month ago and that it had to be raised to the corporate level to fix it. We provided our gmail account for a response. It is Sept. 9 and we have not yet been contacted by Customer Service - NOT impressed.
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JW

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Posted 1 year ago

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Bev, Champion

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JW, I'm sorry that Customer Care is a bit backed up and, slow to respond to you. I'm sure outages and concerns still linger after Hurricane Harvey and, more are probably coming in as I type due to Hurricane Irma on top of their normal work load.

I also understand that this is your phone so, please email your account and contact information as well as a link to this thread or, a description of the issue to exedelistens@viasat.com. That email will go directly to corporate and, someone will investigate this for you.
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JW

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Thank you for the advice.
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Roy Munson

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Vonage
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Brad, Viasat Employee

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I would recommend maybe emailing the exedelistens@viasat.com email if calling hasn't helped. There might have been a ticket set up but at least the email comes to us in the corporate office and we can send this to our team. Sometimes the tickets can a take a few days to process if that's the case but I feel this should have been approached by now. Email us and we can check on it for you.
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JW

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I will reach out using the email that you provided. 

Thank you.