Trouble with VoIP

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  • Problem
  • Updated 6 years ago
  • Acknowledged
  • (Edited)
Archived and Closed

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Doesn't work with my VOiP and wasn't disclosed. They claim that they are a "green" company so they won't provide you with anything in writing. Their service doesn't support any VOiP but their own, which costs an additional $20 per month- and that's a promotional rate! I've had numerous problems with them from no support to frequent outages and they are expensive! I'd warn you to read the fine print before you commit, but they don't want to provide it... Shady tactics. Be careful.
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Lee Marzano-Schwarz

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  • upset and frustrated

Posted 6 years ago

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Starring Matter

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Five seconds worth of research on your own part you would have found that NO satellite internet works well with voip.  Unless you told the sales person up front that was one of your intentions, that's not a major issue for most people that they'd generally think to mention.
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Lee Marzano-Schwarz

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I believe that being green is a handy excuse for non-disclosure. I researched providers and discussed with the Exede salesperson, that I work from home, do demos via computer share, and have a company provided VOiP. I was told that there would be no issues!

PS- Derrick and Andrew in CS wouldn't even transfer me to troubleshooting voice because I don't have voice with Exede. Andrew, supposedly a CS supervisor, was a road block. A total barrier to service. It was an awful experience. Even my husband was upset and nothing bothers him!
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Bev, Champion

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Yes, had you done your homework, you would have known that's because satellite internet is limited by the speed of light and DSL is not, ANY VOIP (Even Excede Voice which I am considering getting to get rid of a 85.00 per month phone bill - 20 then 30 is a big savings over that.) will have a delay. Excede voice probably has the least because it was designed to work with satellite internet service. I have used Skype to call and, that was when I had a Legacy (WildBlue) package. It worked but there was a marked delay (like 2-3 seconds). That was the limitation of the type of service it is.

With Excede service I would expect a shorter delay 1-2 seconds and, with Excede Voice perhaps as low a 0.25 to 0.5 second delay.

As for reading the terms of service and all, if you ask for it, you will be give an link to allow you to read it or, I'm sure a sales rep could email it to you on request. That's how green companies work - if possible it's digital and not even on paper. (husband works for a green company and, I volunteer a bit of telecommuting for them now and then.)
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Lee Marzano-Schwarz

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Thanks for your input, Bev. I know that with Exede voice they admit that there is about a 1 second delay but that's not too bad. I have to use my company's VOiP network. I don't have a choice.

For ~$85 per month, which is what I pay, you'd think they'd either include the phone service or make it a lot less expensive. $20 per month is a promotional rate!

PS- Worst of all, I got this "supervisor" in CS, called "Andrew". He wouldn't even connect me to troubleshooting voice because I don't have Exede's voice service!!!
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Jim

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What VOIP do you use. Exede works well with most.
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Bev, Champion

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I've tried several, all had noticeable delays so, I just use my landline phone. I am looking to Excede Voice to save some money but, not sure if I want to do that.
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ExedeKarmin

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Lee,

Please visit http://www.exede.com/voip/voip-frequently-asked-questions.  Our website may help with your questions and concerns.  You can also email me at exedelistens@viasat.com and I'll be able to assist you.  Thanks



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ExedeKarmin

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Lee,

Here is some additional information from the link I provided:

Q: Can I use other VoIP Services over Exede Internet?

A: Yes. Many customers use other VoIP services with good results, and we do not prevent use of other VoIP services over Exede Internet. However, only Exede Voice is optimized for use over Exede Internet. In addition, Exede Voice calls do not count against your Exede Internet data allowance, whereas the use of other VoIP services will count against your Exede Internet data allowance. Finally, with Exede Voice, you’ll get a fully supported home phone experience – we can troubleshoot network and phone issues. We do not troubleshoot issues associated with third party VoIP services, as we have no visibility into their phone network.



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Lee Marzano-Schwarz

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If I use your service 1. what does it cost per month? 2. Do you supply me with the phone? 3. Will I keep my company's number and be able to continue to network with everyone internally who is on Ring Central?
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ExedeKarmin

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Lee,

I will be more than happy to get you over to our Voice Department.  They are better equipped to answer any questions or concerns you have regarding our Voice service.  Please check your email correspondence.  Thanks.
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Jim

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Lee - Exede Voice is $19.99 for the first six months and $29.99 after that. "Most" numbers are portable but you need to find out for sure before making the plunge. Exede does not provide the phone.
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Lee Marzano-Schwarz

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That's a lot of money! Thanks.
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Steve Frederick-VS1/Beam314, Champion

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I have had Exede Voice for a year now, and have absolutely no complaints.  The only delay that is noticeable is that when answering, there is about a second delay before connecting with the calling party.  Once connected, there is no noticeable delay in the conversations, and the calls are actually clearer than many cell calls I have made.  Exede Voice does not count toward your data allowance either, all other VOiP services do, that can add up if you use your phone very much. 
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ExedeCrystal

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Lee Marzano-Schwartz,

I will be happy to answer any questions or address any concerns you may have about our service. Please send an email to exedelistens@viasat.com with your account information for further assistance. Thank you.
Exede Crystal
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Lee Marzano-Schwarz

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Thanks, Crystal. What department are you in?
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Lee Marzano-Schwarz

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You mean you are actually willing to help me? Unlike "Andrew the supervisor"? You can help me troubleshoot my Cisco VOiP? How do I reach you and not a person like Andrew?
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ExedeCrystal

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Lee,
I am a universal agent, currently in the Social Media Department. Our Voice Tech agents are trained exclusively for Exede VoIP troubleshooting and will not be able to assist with your Cisco VoIP. You can contact me at exedelistens@viasat.com. Thanks.
ExedeCrystal

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