Escalation issues

  • 2
  • Problem
  • Updated 4 months ago
  • Acknowledged
  • (Edited)
INTERNET DOES NOT WORK -- GOING ON ONE YEAR AND NUMEROUS PRESIDENTIAL ESCALATIONS...AND I STILL HAVE SAME PROBLEM
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Rose

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  • FRUSTRATED BEYONE

Posted 4 months ago

  • 2
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Stephen Rice

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Presidential?
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Steve Frederick, Champion

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Yes, Trump is working on it right now.
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Rose

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I wish...he would take them all to task!! 
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Rose

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Yes, I have contacted the President's (ViaSat) office numerous times.  They just simply refer you to the Executive Customer service and they try to help...but a year A YEAR and I still have same issue
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Stephen Rice

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What isn't working? Is it speed you are having a problem with? Has a tech been out to check your equipment?
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Johnson

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All these Satelite internet providers are ripoffs. Promising things they can’t guarantee. Over a year for me i and service still sucks.
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johnny c

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Hi Rose,

You should describe your issue in some detail.

Could be a modem/equipment problem or installation issue, but without additional info really can't offer too much assistance.

With some details you can get a few suggestions on how to proceed.

If the recommendation is getting a service call to check your installation/equipment then you want to insure you have the Easy Care Maintenance service on your account, so you won't be charged for a service call.
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Rose

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It is  slow speed (cannot even get netflix to load) and it is because the Satellite beam is overloaded.  
I have had technicians out 3 times...finally they replaced my router (no need to but the Executive office made them do it. Replaced with the exact same router I had.   They put me on a direct channel assignment which worked perfectly.  When the last technician came out  (Oct/Nov) he told me that in Jan 2018 VIASAT was coming out with new plans and our service would be bad again because the new Satellite 2 (or whatever they were launching) will not be ready to accommodate the new customers coming on -- Well here we are!!!   This is soooooooo frustrating! 
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Bev, Champion

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Rose, Viasat 2 is very close to coming online and, that will, over the coming few months, alleviate the congestion on most, if not all beams. We are talking weeks or days here. Yes the new satellite is in it's orbital spot and, nearly ready to go. Give it time, just a little longer and we should all see better speeds more often in the next few months.
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Rose

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So should I not pay my bill until it launches???
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Rose

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I am going to call Mark's office again today and start this headache all over again!!!!  I will assigned a new Executive office person...so far I have had Kristin, Faison, and Brent.....so now I will get a new one !!!!  
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computer1949

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What phone number do you have for Mark's office
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Rose

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We should all bombard his office with calls !!!! 
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computer1949

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What phone number do you have for Mark's office I would like to get it
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Stephen Rice

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What plan are you on?
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Rose

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Freedom 
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Stephen Rice

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You've said your speeds are slow. How slow and how much data do you use a month?
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Stephen Rice

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Run a speed test and let us know the result. Testmy.net is a good one that I use.
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Rose

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right now about 1 to 2 --- when they add the channel assignment it goes up to 8 or 12  -- and I am paying for an upload of 25 
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Matt B, Viasat Employee

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Rose,

We have received your email, and I've spoken to the Executive Escalations agent you had a phone conversation with.  She is actively working your case.

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