After months of frustration, I now have no internet.

  • 2
  • Problem
  • Updated 9 months ago
  • Acknowledged
I have been a customer for over 2 years.  I did the research and lowered my expectations of what satellite internet could provide because it is my only current option.  I have continued to upgrade my plans as they become available (and the useful ones have become unavailable.)  I have used your tools to monitor my usage, I even have a firewall now with rules to make sure my usage is within the windows.  Nothing has helped since my service rarely goes over 5mbps down (even though I have been advertised to that I can get up to 25.)

The past 10 months have been pretty amazing.  I have spent more weekends and night on the phone troubleshooting your systems that a customer should.  I have now replaced the modem twice.  I have reprovisioned also multiple times.  Every call is a new excuse.  Oh, the MAC address was not on properly.  Oh, the plan is not compatible with that modem.  Oh, the last tech did not give you the correct information.

The past 2 months have been interesting, customer service said, we have your problem solved, we will send a new modem and now everything will line up correctly and you will get the speed you are paying for.  It should be there in 7 business days.  A month later, multiple phone calls, e-mails to exede "listens" and still no modem I have to yet spend more time on the phone.  They said, you know what, we need to send a tech out there.  He will have a model for you and everything will be great.

So this past weekend, the tech comes in and of course the installation was sub par, and we need to replace this line, and "oh, probably the wrong power cable might be the issue."  Does this always get hot?  I sit there patiently as he verifies everything is pointed properly and my old modem still working but does not get much over 5 mbps on a weekend afternoon.  This new modem will make you happy! I always leave my customers happy.  As he tries to provision the modem and an error keeps on happening he then tells me his "installer" support does not work on weekends.  I will have to wait until Monday at 7 AM.  I said lets call support and see what they can do.  When we call they explain that a "glitch" in the system disconnected my account and it is a known issue.  That I need to wait 3 business days until the "back end" "corporate" fixes my account so that I can get connected again.

My biggest issue is not that

- I get charged regardless of the service working as advertised, or even at all.
- I get charged for equipment that is not working properly and not provisioning (every month)
- I get told what to me sound like a lot of excuses without anyone for months getting to the root of the problem
- I have to install extra equipment because your systems constantly don't provide accurate information about usage or connection health
- You constantly switch plans that raise the price for the option that will work best for your customer.  I started paying around $60 now it is well over $100. with the promise of better speed that never comes.

My biggest issue is that your policies do not protect or serve the customers but only yourselves.

It would have been simple to have someone check my account and see that a new model would leave me disconnected (since your customer service is saying is a known issue) so why even send someone out to leave me with no internet in the mean time?

Communicate with me, look out for your customer.  If a better service will be available a month for now and I just have to wait for it.  That is fine.  I can continue to limp along with a slower speed.  I am rooting for you guys, I want the company to do well.  But to leave me disconnected and told me I can only e-mail because phone calls won't get to the right place, to me is unacceptable.  I guess I am just frustrated, that after waiting for months instead of getting the speed that I am promised, I am sitting now with no service and now a wait time of at least 3 days before my service is restored.
Photo of John G

John G

  • 22 Posts
  • 9 Reply Likes
  • Frustrated

Posted 10 months ago

  • 2
Photo of Brad

Brad, Viasat Employee

  • 3047 Posts
  • 1069 Reply Likes
Hi John

Could you email me over at exedelistens@viasat.com? I can see what's going on and try to get you pushed forward
Photo of John G

John G

  • 22 Posts
  • 9 Reply Likes
I have Brad, multiple times in the last month with no reply.
Photo of John G

John G

  • 22 Posts
  • 9 Reply Likes
Brad, after 4 hours now I still have no status on my situation or what can be done for it to be resolved.
Photo of Brad

Brad, Viasat Employee

  • 3047 Posts
  • 1069 Reply Likes
John I do have an email for you but cases are answered in the order they come in. Your email is "in line" I'll get to you shortly. We usually give a 24 hour response time.