Your phone service states that I buy my service elsewhere. I don't.

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Brian A. Rutledge

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Posted 2 years ago

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Brad, Viasat Employee

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Hi Brian, This is something we're seeing after changing our inbound phone IVR. If you are getting this try calling in with a different number for the time being because it's identifying you as a wholesale customer. It's a issue we're aware of and trying to fix
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Naomi Campagne

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Brian, the Exede employee is wrong. I have same problem as you this am. And NONE of Exede's phone numbers will accept my call, none for new service, none listed on website, no chat, etc. After a reset 4 days ago, I got online this am and 100% data restriction is in effect after only 4 days of usual use, with no notification of 70% use, as usual after about 15 days use for 10GB. So here I sit, unable to access the people in the company I pay $60.51 to a month. 
Inbound IVR may have been changed to stop customers like us from complaining about rip off.
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Brad, Viasat Employee

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I'm meaning to call WITH a different number/phone. If you're calling from the same phone it could be misidentifying you via your phone number as a wholesale account (those accounts are handled 100% from who they got the service through and we have no access to those accounts). You can also use our chat or email us at exedelistens@viasat.com and we can help you out with any problems that may occur. I would also recommend using our new data usage tool. https://community.exede.com/exede/topics/give-our-new-usage-tool-a-test-drive 
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Naomi Campagne

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Brad, my card is charged monthly by Exede Wildblue Viasat. Exede is getting paid and therefore must address the problems of customers.
I have always been able to contact Exede through the contact numbers listed in the online site. As of today, I can not.
I don't need to check data usage to know I haven't used 10GB in 4 days of use since reset and billing on 10.08 by Exede Wildblue. 
I suggest an Exede Wildblue Viasat employee call my account phone number, speak to me and give me the name of this mysterious "other" company I got service through and their website and phone numbers to call for help.
How can I log into the "new data usage tool" at Exede, if I am presently NOT considered a customer?
If Exede Wildblue Viasat is not servicing me or my account, I suggest all customers call their credit card companies and report fraud on the part of Exede WildBlue.
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Old Labs (VS1-329-L12FZ)

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Send an email to the exedelistens address Brad mentions including your account and contact information. They can't access that from your credentials here. I also suspect that email serves as authrization for them to take a peek into your account info since the moderators fall outside the normal customer support channels.

Obviously don't post that info here since it's a public forum.     
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Brad, Viasat Employee

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This is true what Old Labs said. I have no idea who you are so you need to email me. We don't know if a problem is going on unless you tell us. In the case of data usage it's almost always a bigger dent than expected with streaming or something like Windows updates. But we won't call you on the forum, you have to email us to get help tied to your account. Email exedelistens@viasat.com. If you do it in the next 2 hours while I'm here today, I promise you I'll hand pick your email out of our email inbox and help you personally. If you do it later either Lindsey or Diana will be able to assist within 24 hours.
(Edited)
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Naomi Campagne

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Brian, the Exede employee is wrong. I have same problem as you this am. And NONE of Exede's phone numbers will accept my call, none for new service, none listed on website, no chat, etc. After a reset 4 days ago, I got online this am and 100% data restriction is in effect after only 4 days of usual use, with no notification of 70% use, as usual after about 15 days use for 10GB. So here I sit, unable to access the people in the company I pay $60.51 to a month. 
Inbound IVR may have been changed to stop customers like us from complaining about rip off.
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Old Labs (VS1-329-L12FZ)

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More likely that the new IVR system integrator has stubbed their toes and is taking as much heat from ViaSat as the customers are doling out to them.

I doubt their IVR is a DIY solution, much the same as I doubt their phone support is - but outsourcing admin tasks is pretty common and perhaps some bigger changes are in the works since it's been an ongoing issue.

No, outsourcing doesn't always imply offshore. Just a thought and guess since I really don't know what ViaSat's model is nor have they ever publicized it  ...

For what it's worth, I'm a wholesale subscriber and have to go through NRTC support - I know for a fact it's outsourced to a US based company for us. It's no better maybe even worse since it just adds an additional layer requiring escalation to ViaSat.  

P.S. Your best bet may be to retry the online chat over at:

https://www.exede.com/contact-us-exede/

but chances are that queue is backed up given the ongoing problems. At the same time, don't overlook the various data usage threads here with advice from those who've already experienced the pain and offer solutions. More often than not, it's something on your end using data without your knowledge (but not always).

Meanwhile the Exede moderators (ViaSat Corporate employees out side of the normal support channel) tend to show up here around 8-9 Mountain time - or earlier as the case appears to be today - queue up Brad and Lindsey ;)     
(Edited)
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Naomi Campagne

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Dear Old Labs, (had a couple myself, great dogs BTW)

No, the data usage would have to be a hack or me up 24/7 downloading everything in sight. This was the only reason I tried to call for service.

And the chat would not go through either because no recognition of the org. email/and or ph#.

I have always been able to call Exede and have problems resolved, but this is different. And WildBlue is auto anws. the calls that are rejected, even on Exede listed multiple lines.

Exede is the one getting paid, so Exede needs to step up and help if something has changed in the last 2 years.
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Old Labs (VS1-329-L12FZ)

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Just throwing out the possibility concerning the usage. Want to see an interesting exchange from a couple days ago and all on the user's end? See (it's a long, meandering one) and had been going on since last week some time to the tune od 1GB beyond what was being actually used:

https://community.myhughesnet.com/hughesnet/topics/3-calls-re-excessive-data-usage-told-yesterday-to...

Warning, a familiar face may be encountered... and her case was some 500+ malware infections that had gone undetected by her very reputable anti-virus (should give everyone some pause to think about that and use a second line of defense). Unfortunately, Exede's responsibility rests only between the modem and core node server.

As far as the IVR, chat problems go, beats me... but have you verified, email, phone, etc are valid on your account page? Seems at least some may be getting through.
(Edited)
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Steve Frederick-VS1/Beam314, Champion

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Yesterday I had my desktop update with the Anniversary Windows 10 version. It was a big dump, 7.4 GB in less than an hour. Data can go quickly with the speeds that one can get with Exede.

Old Labs, after reading your post referenced in your previous comment, I did download the Malwarebyte software, and even though I have one of the very highly rated antivirus software running on my computers, my laptop had 98 non viral files discovered. It took me by surprise, but it is a realissue.
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Old Labs (VS1-329-L12FZ)

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Yep - can't let the guard down these days and MalwareBytes is a good second line of defense at the right price (i.e. free if you simply want to manually run it periodically - second opinion never hurts). That user's no way, quickly became big way... she's fine now.
(Edited)