Easy Care customer, 5 days no service or return courtesy call. Escalated calls every day, all I need is a modem, no one will send it out.

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Easy Care customer, 5 days no service or return courtesy call. Escalated calls every day, all I need is a modem, no one will send it out. Apparently there is no technician in my area, although no one wants to admit this. Easy solution send me a modem! I am perfectly capable of screwing in a cable on my own I don’t need a service call. I need to be on the Internet. Very unprofessional
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Kristen Wegner

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Posted 5 months ago

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Matt B, Viasat Employee

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Kristen,

Unfortunately, we cannot ship a modem to you, per company policy.  

If you send us an email at viasatlistens@viasat.com with your account number, we can take a look and do what's needed to get a tech out ASAP!
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Kristen Wegner

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Sent. I’m losing tons of money and have to resort to using my phones data plan. More money. This just is not right.
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Tim Spake

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Very typical
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Old Labs (VS1-329-L12FZ)

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FWIW and while we are all probably capable of connecting the coax cable, we aren't capable of provisioning a new modem for service if needed - depending on which modem you have a new modem may require being re-provisioned by an installer to be functional - send the email Matt B has requested. 
(Edited)
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Old Labs (VS1-329-L12FZ)

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It doesn't - I wasn't commenting on that but simply the easy solution she mentioned - it isn't always that easy. How does your reply offer her any assistance other than dissuading her from contacting viasatlistens?
(Edited)
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James Besser

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I remember the good old days, went too the store got dirctv or aol internet there was another one. but had too have phone service. was with now called hughsnet dircpc.? 
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GabeU, Champion

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Yep.  DirecPC was one way (download).  You had to use the phone line for upload.  It was the predecessor to DIRECWAY, which was the predecessor to HughesNet.  
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VeteranSatUser, Champion

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I had it from the inception. Worked great! Bought 5he kit at a retail store in 1996. DirecTV had only come our abour two years earlier.
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Kristen Wegner

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I did
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Dio Brando

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ZA WARUDO

There is a lot that goes into a viasat install. You could have a misaligned dish, water in the TRIA, or damaged cable without ever knowing. Yeah, you think it's a bad modem. But do you diagnose your engine noises? Would you tell (car company) to just ship you an engine when it could easily be a tank of bad gas?