Bronze plan new modem install fail

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  • Problem
  • Updated 11 months ago
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I am switching to Bronze plan for more data-unlimited- but limited to 70GB/month--go figure.  It took 8 weeks to get the new modem and after all that could not get past step 6 of the install which is the activation.  After many hours with support, were they figured out my account wasn't provisioning correctly for the new modem they decided I needed a technician to come out and bring a new modem and install it.  My cell phone dropped this call, so when I called back the new support person (sounded like off shore call center) took awhile to get caught back up on the details, and stated I was going to be charged $95 for them to come out.   What the hell, I'm canceling this order and maybe my service.  They shouldn't even try to charge me for something that is obviously a Viasat problem.
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Kirby Dotson

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  • very dissatisfied with Exed

Posted 11 months ago

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Stephen Rice, Champion

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New plans are 150 GB before your data is prioritized.  If your service worked fine before receiving the new modem, it sound like you just have a bad modem.  

You shouldn't need a tech to come out and replace a modem.

I would send an email to viasatlistens@viasat.com to ask someone from corporate to look into this.
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Brad, Viasat Employee

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Hi Kirby

Did you call 855-463-9333? That may be a simple override on our end with provisioning your modem
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Kirby Dotson

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The modem syncs and connects to the network, technicians can view and config remotely, but when going to activation URL, it always goes to customer portal.  Exede want to send a tech out to my location at my expense and are unwilling or unable to comprehend the concept of sending a new modem.  I canceled my Bronze plan change.  My view of Exede has gone from Excellent to Crap in hours.  I will also drop them completely at the end of my contract.
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Kirby Dotson

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Not sure how this is a bad modem.  It sounds like a bad process and process control.
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Brad, Viasat Employee

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Hi Kirby

I understand the frustration but this forum is not tied to your account in any way. Calling us at 855-463-9333 will get you in touch with our team who can assist you (ask for tier 2 to bypass some of the front line).

IF they aren't able to provision and insist a service call is warranted it just sign up for Easycare. It'll get you a free service call!
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Kirby Dotson

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How is the service call free if Easy care costs 5.99/month?  I did call and was working with Tier 2 and they tried to provision.

Did all that.
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VeteranSatUser, Champion

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I'm confused.. 70GB unlimited? That us the type of unlimited plan the NRTC is offering, not Viasat.