Need help with account

  • 2
  • Problem
  • Updated 2 years ago
  • Solved
  • (Edited)
Why was my conversation closed bout "I feel my account has been compromised. Three times our account was shut off for non payment and we called to get our account back online. 9 days our internet was used up we both work Monday through Friday. We turn our internet on we get a box that pops up that their is a conflict the account already in use. Calling gets us NO were we get informed you have never called in and informed me emails have been sent on 11th to a hotmail address for copy right abuse...REALLY my account is Yahoo not hotmail. One call I was called by another person with my same last name. What is going on? I removed my payment method a couple minutes ago and will not add one until this issue is addressed. I am tiered of being accused the phone calls are not on file REALLY so lets try IN WRITING....Whats going on how are you going to fix this????????????" after another person committed same issue?
Photo of Susan

Susan

  • 10 Posts
  • 1 Reply Like

Posted 3 years ago

  • 2
Photo of Brad

Brad, Viasat Employee

  • 2988 Posts
  • 1041 Reply Likes
Susan please send us an email to exedelistens@viasat.com with your contact information. This forum is open and public and we'll need to pull up your account in order to help you. 
Photo of Jared

Jared

  • 40 Posts
  • 8 Reply Likes
because if to many people post the same issues on the forums a lot of people will see it lol
Photo of Starring Matter

Starring Matter

  • 290 Posts
  • 221 Reply Likes
Your logic is very flawed, Jared.  If they didn't want people to see complaints, they wouldn't have this forum at all.  The fact that this forum even exists, with the vast majority of the posts being random vitriol and ranting, is proof the company is transparent, and wants people to get their issues addressed.
Photo of Susan

Susan

  • 10 Posts
  • 1 Reply Like
My issue not being addressed at all but ignored as if you don't like us leave. I was asked to take my conversation to private email. My phone number is in that email. I have received no responses.
(Edited)
Photo of Brad

Brad, Viasat Employee

  • 2985 Posts
  • 1040 Reply Likes
Ok sorry looks like my colleague Diana is working with you. She sent an email back (check your spam) on 2/12. She won't be in until Wednesday, if you don't see her email, feel free to send a quick email to exedelistens@viasat.com and I can work with you immediately.
Photo of Susan

Susan

  • 10 Posts
  • 1 Reply Like
nothing there
Photo of Susan

Susan

  • 10 Posts
  • 1 Reply Like
no reply in my email
Photo of Brad

Brad, Viasat Employee

  • 2985 Posts
  • 1040 Reply Likes
Susan, I really really want to help you. The forum tells me absolutely nothing of who you are or what your account is. This isn't a direct link to talk to Exede. It's a 3rd party forum that we monitor and help people with. It's not tied to your account in any way. All I know is your name is Susan and you have an issue I need to take a look at but to do that I need to pull up your account and have a way to talk to you. We have over 500,000 subscribers and even though I had an email a few minutes ago from a "Susan" it might not have been you at all. This forum is very public so we can't post your information on here or vice versa. So in order to help you please let me know the following:

1. what email address did you send to? exedelistens@viasat.com is the only correct answer, if that's not where you sent it, I will not see it. 

2. when did you send it? Did you send another one today?

3. If it contains no personal information, what did your email subject line say? 

If we did in fact receive an email from you, this will allow for me to find your email and help you.
Photo of Brad

Brad, Viasat Employee

  • 2988 Posts
  • 1041 Reply Likes
Hi Susan, I'm not ignoring your issue.Far from it actually. I'm just telling you that you MUST email us to fix your account at exedelistens@viasat.com (or if you'd rather not deal with me directly, you have to call our support team at  855-463-9333). The reason I'm urging you to email me is that this forum in no way tells us who you are, what your account number is or anything like that. I need this information to fix your issue, but since this is an open and public forum you'll need to email it to me or call in because otherwise someone could potentially see your information on here and use it any way that they see fit. My request for you to email me instead has everything to do with helping you and protecting your information and absolutely *nothing* to do with ignoring you. 
Photo of Susan

Susan

  • 10 Posts
  • 1 Reply Like
I have done both no reply to my email I even gave you my phone number you gave no response
Photo of Susan

Susan

  • 10 Posts
  • 1 Reply Like
My account was compromised and mixed with another person
Photo of Brad

Brad, Viasat Employee

  • 2985 Posts
  • 1040 Reply Likes
oh ok are you good now?
Photo of Susan

Susan

  • 10 Posts
  • 1 Reply Like
Yes My number is now connected to only 1 email and 1 account with only my name crazy how it got mixed up. An I phone and a computer that was not ours or in our house was using our data. Passwords Changed and turning off our Internet while not using it will hopefully stop all there abilities to use my account.
(Edited)

This conversation is no longer open for comments or replies.