Customer Service Concerns

  • 2
  • Problem
  • Updated 3 weeks ago
  • Acknowledged
  • (Edited)
My internet & phone has been completely out.  I have gone through all of the steps, restarting the modem, etc....  before calling tech support, I called tech support and was told that there was nothing  wrong with our service even though i pay for the easy care plan that evidently means nothing. The representative refused to look in to the matter and called me a liar.  Sure, I love spending my breaks at work on hold waiting to speak to a rude, unintelligent representative that is completely useless.                  
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Christina

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  • Furious

Posted 3 weeks ago

  • 2
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Steve Frederick, Champion

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Christina, have you considered sending an email to viasatlistens@viasat.com? The email takes a little bit of your time, and will be looked at by corporate employees tasked with solving subscriber's problems and concerns. In you email, include your account number, a phone contact and a description of your issues.
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Tim Spake

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That doesn't excuse the treatment she received. She pays for easy care so they need to send someone not give her grief. How sad
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Matt B, Viasat Employee

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Christina,

Please do email us, be sure to include all your account info.


Tim,

We look into this as well.  We can (and do) pull calls to review and correct inappropriate behavior by our agents.  
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Tim Spake

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Wonder if that service rep was disciplined that put me on new satellite last year/

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Jim16, Champion

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He deserves a pay raise.
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Bev, Champion

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First Is the modem connected? What are the lights doing on the modem?

If Customer Care says it shows working on their end, then the modem is connected and, can send and receive data. That's where Viasat's service ends. If your equipment is not working or not working properly with the modem, that's up to you to fix.

Bad phone, improperly connected, bad Ethernet card, etc... That's all up to you.