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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Summary
This Desk Reference covers:
Gathering Information before placing an Order
Order > Add Customer Tab
Serviceability Page
Contacts Page
Packages Page
Options Page
VoIP Page
Payment Page
Review Page
Confirmation Page
Additional Steps to Confirm the Order
Next Steps
Porting a Number
FSM
This Desk Reference supports the Self-Installing Dealer (SID) audience. This document covers entering an
order that includes new Exede 12 Internet service, and Exede Voice home phone service.
Follow the Updating Exede 12 with Exede Voice Desk Reference to update an existing Exede 12 Internet
service with the Exede Voice home phone service.
Gathering Information before placing an Order
Before beginning to enter an order that includes Exede Voice, a SID must gather information from three
sources:
1. From the Service Availability Tool in the Support Portal, the dealer must confirm that the beam is
open for sales, and that ViaSat 1 is the satellite.
2. From exede.com, the dealer uses the Plan Selector Tool to qualify the Customer for the best Exede
12 plan, based on the ways the Customer currently uses the Internet.
3. From the TN Availability Tool, the dealer must determine whether Exede Voice supports the
Customer’s telephone rate center.
Dealers cannot rely on the Serviceability page on the Orders tab to provide this information.
Service Availability Tab
Follow these steps to determine whether the beam is open for sales, and confirm that ViaSat-1 is the satellite.
Step
Action
1.
Log into the Dealer Support Portal with your Self-installing Dealer ID and password.
2.
Go to the Tools tab.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Step
Action (continued)
3.
Using the full, USPS-approved street
address for the service location,
complete this form. This must include
the Zip code, and preferably, Zip+4.
Leave the Satellite field as ‘unspecified’.
Click Check Availability.
4.
The results appear. Check the line ‘Is
Service Available’. The answer must be
‘yes’. Check the line ‘Satellite’. It must
show ‘ViaSat-1’.
These two responses mean that Exede
12 service is available; therefore, Exede
Voice is likely available in that area.
Note: Exede Voice is not available in
Hawaii or Alaska.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
The Plan Selector Tool
The Plan Selector Tool is part of the zip code search available on www.exede.com. This tool has several
benefits: it matches the Customer’s current activities to the best Exede Internet plan; and it is designed
for use while the Customer is in the sales room. Selecting the right plan is critical to creating a valuable
relationship between you, the Customer, and ViaSat. Follow these steps:
Step
Action
1.
Open www.exede.com with your
browser. On the Home page, look for
the Zip Code field. It often moves
around the page, but usually reads
Check Availability in your area.
2.
Type the Customer’s Zip Code and click Go.
3.
The results show whether Exede 12 is
available in that area.
Find the Which plan is right for you?
bar, and click the + sign.
Remember! Exede 12 is the only
service level that supports Exede
Voice, so if the zip code search results
show anything else, Exede Voice is not
available in that area.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Step
4.
Action (continued)
The Plan Selector presents
three categories of activities.
Use the questions in each
category to guide a
conversation with the
Customer. Select the best
response for each category,
and then click Submit.
Each category becomes
available when a selection is
made in the previous categoy.
5.
The Plan Selector Tool
provides a Recommended
plan, and a Next Best plan.
Review these with the
Customer and help them make
a decision.
Telephone Number Availability (TN Availability)
ViaSat offers the Exede Telephone Number Availability Tool to help dealers identify whether Exede Voice
supports a given rate center. This tool is also called TN Availability. This tool also offers information as to
whether an existing number may be ported to Exede Voice.
Note: A rate center is the geographical area used by telephone companies for billing purposes. It is the
combination of a given area code and 3-digit prefix. For example, Area Code 518 and Prefix 394 make up
the Amsterdam, NY rate center.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Important! Dealers must use this tool for every Exede Voice order, as the correct rate center must be
manually added to the order. Follow these steps to use the TN Availability Tool.
Step
Action
1.
Go to the Sales & Marketing Tab (in
the Support Portal), and click the
Retail Dealers Desk References
menu. Click the TN Availability button.
The Telephone Number Availability
page for Exede Voice opens.
2.
Type the Customer’s current phone
number into the phone number field,
and click Submit.
Important! Use landline numbers, not
cell phone numbers.
See section Customer without a
current landline phone number below
for additional information.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Step
3.
Action (continued)
The results will be either ‘Yes’
or ‘No’.
If Yes, gather the Rate Center
information.
If the Customer wishes to port
this existing number, they may
do so. See section Porting a
Number below.
4.
If the result is No, this means
two things:


That the existing number
cannot be ported into Exede
Voice, and the Customer
will have to get a new
phone number.
That the new phone number
will not be a local number.
Can the Customer still order
Exede Voice? YES, with a
caveat.
The dealer may search for other
nearby rate centers, and check
whether Exede Voice might be
available. Using a nearby rate
center means that inbound calls
are charged long distance rates
to the caller.
Exede Voice Customers will
not be affected by using a
nearby rate center; however,
their friends and family might
be.
How do I find nearby rate
centers? Try the area code and
prefix for a nearby large city, or
use Google to find other nearby
prefixes.
© 2006 - 2014 ViaSat, Inc.
READ this fine print to the Customer:
†
Important: Exede Voice may not be available in your telephone rate
*
center. If this situation applies to you: (i) ViaSat will not be able to
transfer ("port") your current telephone number to our Exede Voice
service and we will have to provide you with a new phone number,
and (ii) ViaSat will not be able to provide a local telephone number
to the rate center associated with your home address. This means
that after we activate your Exede Voice service, certain calls to you
from within your telephone rate center may be long distance calls
for the caller (the person calling you). Long-distance calling to the
United States and Canada is included in your Exede Voice service at
no additional charge, and so this situation will only affect certain
inbound calls to you and will not affect your outbound calls.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Customer without a current landline phone number
If a Customer does not have a current phone number, follow these suggestions to determine the best rate
center for their service address. For example, the Customer is new to the area, or they have only cell phone
numbers.
Step
1.
Action
To find the local rate center, enter any LOCAL phone number for a neighbor, church/school,
or business that is geographically close to the Customer’s service location.


Use an Internet search to find these nearby phone numbers.
Use landline numbers, not cellular
Over time, create a list of rate centers in the areas where you sell.
2.
Continue with Steps 3 and 4 from the section above.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Order > Add Customer Tab
Now the Dealer is ready to enter the Order for Exede Voice (and Exede Internet). Go to the Support Portal,
and click the Orders tab. Follow these steps to enter a Sales Order. The process involves completing eight (8)
forms, using information gathered from Service Availability, The Plan Selector Tool, TN Availability, and the
Customer.
Tip! It is best to have the Customer available, when entering the order for two reasons:


they can confirm the address information
they can provide payment information directly, without the dealer writing it down.
Writing down payment information, and then disposing of the information incorrectly, may be a PCI/DSS
compliance violation.
Step
1.
Action
After logging into the Dealer Support Portal with your Self-Installing Dealer ID and password, click
the Orders tab, and confirm that the Add Customer tab is highlighted (dark blue)
The Progress bar shows the Serviceability page highlighted (light blue). The Progress bar may be
used to return to a previous page, but it does not allow the dealer to jump forward in the Order Entry
process.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Serviceability Page
Step
1.
Action
In the Transaction Info box, do the following:
1. Confirm the Transaction type is New Connect.
2. Add a Referral Source, if necessary
a. If entering a DirecTV bundle order, add DTV-DTV ACCT Number-DTV Corp
ID as directed in the Desk Reference DTV/Exede Bundle Order Entry Desk
Reference.
Remember! To use the DTV/Exede Bundle, the dealer must also be an authorized DirecTV
dealer.
See image below.
2.
In the Service/Installation Info box, do the following:
1. Type the Customer's First, Middle Initial, Last Names, and Suffix (if required)
2. Type the Customer's USPS-standardized street address of the location where the
service will be installed.
a. Do not use a P.O. box.
b. Do not use an address that is made-up, 'close enough' etc.
3. Type the Customer's City, State, Zip+4, primary and secondary (if desired) phone
numbers.
4. Type the email address the Customer wants as his/her contact email.
a. This may be an existing email address. ViaSat strongly recommends this.
b. If it is to be the new @exede.net or @wildblue.net email address, check No
email address box. Important! Inform the Customer that they cannot receive
communications from us until they complete their account setup.
5. Type the Customer's Birthdate.
6. Click Next to move the order forward; click Start Over to clear the forms.
Note: Required fields have a small red asterisk to the right of the field box.
See image below.
3.
The address is verified as a USPS standardized address.


If minor changes are needed to standardize the address, the system automatically
makes these changes. For example: 555 Ravenna Blvd, 98125, might be changed to
555 NE Ravenna Blvd, 98125-6427.
If the address is not recognized, the system presents a page with alternative
addresses. If alternatives are not presented, then verify the address using the US
Postal Service Zip Code Lookup link. This link opens the USPS Zip Code web site,
where the dealer and Customer may work on the address to arrive at the
standardized address.
o If the USPS Zip Code web site is unable to locate the Customer’s correct
address, it is very unlikely that the Customer’s site may receive Exede
service. The order should not be entered.
See image below.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Step
4.
Action (continued)
The Credit Check also occurs.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Contacts Page
Step
Action
1.
The Progress bar shows the Contacts Page highlighted.
2.
Between the Progress bar and the Service/Installation box is a message concerning the
Credit Check. It will state whether the check passed or not, or whether the system was
unable to perform the check.



3.
If yes, continue with the order entry.
If unable to perform, the reason is usually due to a recent change of address. In
these situations, the Dealer must use good business judgment in deciding whether
the person will be a good customer for ViaSat. Complete the order if appropriate.
If no, confirm that the information was entered correctly, specifically the street
address and the birthdate, and try again.
o If it continues to fail, stop the order entry process.
If the credit check is denied, use the follow text to relay the information to the Customer.
“Unfortunately, the request for credit has been denied and we are unable to process
your order for Exede Internet Service, and we have no alternative offerings for those
who cannot pass a credit check."
4.
If Customer wants to follow up on the denial:
For further information, the Customer may contact Equifax at one of the following:
Online: www.equifax.com/fcra/online
Phone: 800.685.1111
Write to: Equifax Information Services LLC
P.O. Box 740241
Atlanta, GA 30374
5.
In the Service/Installation Info box, confirm that all information is correct.
See images below.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Step
6.
Action (continued)
In the Billing Info box, do the following, if necessary:
1. Remove the checkmark from the box Same as Service/Installation Info, and click
the blue arrow.
2. Make any necessary changes to the Billing Info fields, so that this information
matches the payment method the Customer will use for the Recurring Monthly
charges. For example, if their bank account has a P.O. Box for the monthly
statement, type that information into these fields.
See images below.
7.
Click Next to move the order forward; click Previous to return to the Serviceability Page.
Click Reset Current Page to remove any change made to the Contacts Page; click Start
Over to clear all forms.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Packages Page
Step
Action
1.
The Progress bar now shows the Packages Page highlighted.
2.
Using the information gathered during the sales process, combined with the results of the Plan
Selector Tool, select the desired package/plan.
1. Click the radio button next to the package title.
2. Click the radio button next to the desired promotion.
3. Review the features, price, and disclaimers with the Customer.
See image below.
3.
Click Next to move the order forward; click Previous to return to the Contacts Page. Click Start
Over to clear all forms.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Options Page
Important! This is the page where the Exede Voice service product is added.
Step
Action
1.
The Progress bar now shows the Options Page highlighted.
2.
Using the information gathered during the sales process, select the desired Equipment Plan


Click Equipment Lease Fee – monthly to select the $9.99/month option
Click Equipment Lease Fee – Prepaid 24 months to select the $199.99 option.
Remember! The Prepaid Equipment Lease Fee is collected as an up-front fee at the time the
order is submitted. The taxes for this up-front fee appear on the First Month bill.
See the image below.
3.
Review the other Fees, and any related credits in the Fees section. These fees are selected
automatically, along with their credits.
4.
Review the Included Features and Internet Access Service sections. These items are
selected automatically.
5.
Select the Exede Voice check box in the Optional Voice Services section. This adds the
Exede Voice product to the order, and adds the fees/charges to the order. If there is an
available promotion, select that check box as well. This applies any available credits.
See image below.
6.
If necessary, click the Recalculate Totals button to update the Totals section.
7.
Use the information in the Upfront One Time Fees, First Month Fee, and Monthly Recurring
Fee sections to help the Customer understand how the costs are divided.



Upfront One Time Fees shows the fees that are collected when the order is submitted
First Month Fee shows the next month’s Monthly Service fee, and any other
remaining One Time fees, such as Installation. It does not include the pro-rated fee for
the Monthly Service (for the days between Activation and the first bill cycle), which will
appear on the first Monthly Bill. The result is that this field is an estimate.
Monthly Recurring Fee shows the total for services and equipment going forward
during the Service Term.
See image below.
8.
Click Next to move the order forward; click Previous to return to the Packages Page. Click
Start Over to clear all forms.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Step
© 2006 - 2014 ViaSat, Inc.
Action (continued)
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
VoIP Page
Step
Action
1.
The Progress bar now shows the VoIP Page highlighted.
2.
This page has several sections, each one configuring a part of the Exede Voice service. Use
the chart below to make the needed changes to each section. Some sections require
that the dealer ask the Customer for information.
3.
When the sections are all complete, click Next to move the order forward; click Previous to
return to the Options Page. Click Start Over to clear all forms.
Section
Contact
section
Configuration
Exede Voice includes a self-care portal where the Customer may further customize the
features of the service. In the Contact section, ask the Customer to create a password for
this portal, and then type and confirm that password. Use the same rules as a password for
the Support Portal:





Is not one of the last four passwords associated with the user name
7-20 total characters
Contains at least one UPPER CASE letter
Contains at least one lower case letter
Contains at least one number (e.g., 1)
When all other sections on this page are complete, return to this section. Provide the
User Name to the Customer. The User Name changes as the page is configured, so do not
give this information until the page is complete.
The Customer will receive more information about the self-care portal when they receive
their Exede Voice Adapter.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Section
Address/Site
section
911
Information
section
Configuration (continued)
Confirm and leave this information as is unless the Customer specifically requests a
number from another state. See section Request for different state below for more details.
1. Select the Rate Center listed for the Customer in the TN Availability Tool.
2. Select the first phone number in the Choose Number list.
Note: Every order is entered with a new phone number. Existing numbers cannot be ported
during order entry. The Customer must call after their Exede Internet service is activated.
See section Porting a Number, below.
Street
Address
section
Is this Customer living in a remote or very rural location? Do they have a different street
address specifically for emergency services? If so, this is the section where that emergency
services street address is added to the order.
Important! Ask the Customer for their emergency service street address, and break it into
parts like the example below. It is critical to enter this information correctly, or emergency
service may not receive the correct location.
For example, 2B North Main Street SW appears like this:
Select the Unit Type, and add the Unit Number, when applicable.
If the Customer does not have an emergency services street address, break the USPSapproved street address (from the Serviceability page) into its parts as in the example.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Section
Phone
Number
Detail
Configuration (continued)
Ask the Customer for their preferences with Caller ID. They may customize what is
prepopulated, or block caller ID. If they wish to change what is prepopulated as the Caller
ID, make the change in the Caller ID Name field. Caller ID Name is limited to 15 characters.
Check the box if they wish to block Caller ID entirely.
Directory
Listing
Ask the Customer for their preferences with the directory listing for the Exede Voice service.
They may choose to list the number and/or to publish the street address with that number, or
prevent both of these.
In the Type list, choose one of the following:



To remain unlisted, select the default Do Not List Do Not Publish. Leave all other
fields as they stand.
To list the number only, select List.
To list both the number and their address, select ListPublish, and then check the
Publish Address box.
Then, customize the First Name and Last Name fields as the Customer desires. If the First
Name field contains two names (i.e., a husband and wife), check the First is Dual Name box.
The First Name is limited to 10 characters, and the Last Name is limited to 20 characters.
Both fields, including any spaces or special characters, are limited to 31 characters.
Request for different state
In the unlikely situation that the Customer specifically requests a new phone number from a different state, the
dealer needs to make a few changes to how they complete the VoIP page.
Step
Action
1.
Select the desired state from the State list. Review the Region list with the Customer, and
select their choice.
2.
Do a quick Internet search by using the area code shown in the Region field and determine
a prefix within that area code.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Step
Action (continued)
3.
Go to the TN Availability tool, and type a number using the area code and prefix. Add any
numbers for the last four digits.
4.
Repeat Steps 2 and 3 until there is a ‘yes’ answer from the TN Availability tool. Note that
rate center.
5.
In the 911 Information section, select this rate center, and then select a new number.
6.
Continue with the rest of the VoIP page.
Payment Page
The Payment Page allows a Customer to split the Up-front Fees and Recurring Fees between two (2) payment
methods, if desired. For example, the Up-front Fees may be charged to a credit card, while the Recurring Fees
are charged to a bank account via an electronic funds transfer (EFT).



The EFT payments may be charged against either a checking or savings account.
Accepted credit cards: American Express, MasterCard, and VISA
Cash and checks are not accepted
All payments are automatically taken from the designated account on the bill cycle date. No bill is sent.
Step
Action
1.
The Progress bar shows the Payment Page highlighted.
2.
To split the payments, follow these steps.
1. In the Upfront One Time Payment box, uncheck the Same as Recurring Payment
box.
Skip this step if both payments are to come from the same payment method. Use only the
Payment Method for Recurring Charges box in this case.
See images below.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Step
3.
Action (continued)
Complete the fields in the form(s), gathering the required information for the payment
method from the Customer.
Reminder! We strongly recommend taking this information verbally to avoid any possible
PCI compliance violations.


EFT payments: a Bank Routing Number has 9 digits
All methods: Always use the name from the payment method, even if it different from
the Customer’s name.
See images below.
4.
Click Next to move the order forward; click Previous to return to the Options Page. Click
Reset Current Page to remove any change made to the Payment Page; click Start Over to
clear all forms.
5.
The payment method is validated. If it fails, an error message appears Invalid Credit Card
Number. Possible reasons for the error include:




Typo in the number
Incorrect credit card type. Remember which cards are accepted.
Name or Zip code does not match the information on file with the card vendor.
An issue with the card vendor, such as a failed authorization for the amount.
See images below.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Review Page
Step
Action
1.
The Progress bar shows the Review Page highlighted.
2.
For each section of the Review Page, confirm with the Customer that the collected
information is correct.


If there are errors, use the Progress bar to return to the appropriate page to make the
corrections.
If the equipment is to be part of the Leaseship program from DSI, type LEASESHIP
(all CAPS, single word) in the Installation Notes box.
See image below.
3.
Use the questions in the Customer Checklist section to confirm that all disclosures were
made to the Customer. This list is a summary, not a detailed, list. Be sure to follow the
current list of disclosures, as directed in the Desk Reference Sales Disclosures for Exede
Broadband Plans Desk Reference and Sales Disclosures for Exede Voice
Note: All Disclosures from both references must be used for every order.
4.
When all sections are confirmed as correct, click Submit Order. Click Previous to return to
the Payment Page; click Start Over to clear all forms.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Confirmation Page
Step
Action
1.
The Progress bar shows the Confirmation Page highlighted.
2.
If the order is successful, a green border appears between the Progress bar and the
sections of the order. Look for the phrase Add Customer: Accepted (Pending
Completion).
See images below.
3.
If the order has failed, a red border appears around the error message, and the Progress
bar returns to the Review Page.
Click the blue arrow to expand the details, and read the Problem Details. Occasionally an
error appears, but the order does complete. When an error appears, follow these steps to
determine the right course of action:
1. Go to section Additional Steps to Confirm the Order, below, and confirm that the
order did not go through. This step is necessary, as simply reentering the order would
create duplicate orders.
2. If the order did not go through, then log out of the Dealer Portal, and close the
browser.
3. If possible, reopen the browser and clear the browser’s cache and cookies.
4. Wait 15-30 minutes, and repeat the Order process.
5. If the order still fails, contact Partner Support at 888.278.6829, Option 2.
See images below.
4.
If desired, click Print to print a paper copy of the Confirmation Page. Click New Order to
return to the Serviceability page and enter the next order.
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How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Step
Action (continued)
Additional Steps to Confirm the Order
As a best practice, ViaSat strongly recommends that the dealer confirm that the order has been fully completed
in the Dealer Portal. The Order Management sub-tab (next to the Add Customer sub-tab) may be used for this
purpose. These steps may also be used in when an error appears on the Confirmation page.
Step
Action
1.
After the Confirmation appears with a green border, which states that the order was
accepted, return to the Home page of the Dealer Portal.
2.
Type the Customer’s phone number in the Customer Search field, and click Search.
See images below.
3.
From the Search Results list, click the link in the WildBlue Account # column. This loads
the Customer into the Dealer Portal context. All tabs in the Dealer Portal now show
information about this specific account.
See images below.
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Terms of use.
How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Step
Action (continued)
4.
Click the Orders tab, and then click Order Management.The Order Management sub-tab is
now dark blue.
5.
If the Provisioning status reads Pending_Active, then the order has completed. The order is
ready for installation.
Next Steps
The Customer will receive their Exede Voice Adapter (ATA) after the Exede Internet service is activated.
Instructions are included for connecting the Adapter to the SurfBeam 2 modem, as well as activating the Exede
Voice Service. No on-site visit is involved for Exede Voice.
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company approval and instructions
Terms of use.
How To Enter An Exede Voice Sales Order - Self-Installing Dealer
Desk Reference
Release Date: February 2014
Porting a Number
To port a number, the Customer follows these steps AFTER the Exede Voice service is activated. Dealers do
not port numbers. Dealers retain all commissions on accounts with ported numbers since they entered the
original order for Exede Voice service.
Step
Action
1.
The TN Availability Tool must report a ‘yes’ when the existing number is submitted. If it
reports ‘no’, then the number cannot be ported.
2.
Review these additional requirements with the Customer if they wish to port a number.
These requirements reduce the number of errors when the porting request is made.





3.
The number must be active. Do not disconnect the number with the current service
provider (e.g. Verizon, CenturyLink, etc.) before submitting the porting request.
A number cannot be ported if a "freeze", "carrier freeze" or similar restriction exists for
the number.
All Distinctive Ring options on the line must be deactivated prior to porting. The
Customer contacts the current service provider for assistance.
If the porting request is for a wireless number, the Customer must have the Account
and PIN numbers for that wireless account when making the request. The Customer
contacts the current service provider for assistance.
The Customer should also note the name, address and zip code for the Exede Voice
account, and be sure to use the same information when making the porting request.
The Customer calls 855-627-1182 to request the number port. The date of the port will be
negotiated with the Customer, but will take place during normal business hours.
Note: The new number selected during the order entry is disconnected by Customer Care as
part of the porting process. The Customer does not need to take any additional action for
this to occur. This means, however, that there may be a few hours during the port when
incoming calls may not complete if someone has tried to call the new number selected during
order entry.
FSM
ViaSat strongly recommends that Self-Installing Dealers use FSM to schedule work orders. See Changing
Work Order Assignment in FSM (Scheduling) Desk Reference for details.
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Terms of use.