extremely disappointed

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  • Updated 2 years ago
I am barely a third into my monthly usage.  Evenings and weekends I can barely stay connected for 15 minutes and when I manage to connect its constant buffering.  After 30 minutes of following tech support's instructions (all of which I do before I bother calling),  tech support advised me to use Ethernet cable not wifi!!  They told me that the network is busy at these times so I should connect to an Ethernet cable!!! If I wanted to have cables all over my house I sure wouldn't bother with this crappy internet!!! I worked for years in tech support and the focus was RESOLVING ISSUES not circumvent the issue so maybe I can get a good survey.   I have never been more disappointed in an internet provider in my life.  I should not have to call tech support this often with no resolution.  
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Dina Chastain

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Posted 2 years ago

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Photo of VeteranSatUser


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Ate you using their built-in wifi routers or yours? If using theirs, install a good reliable router and chances are you will see better results.
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Leo George Jr

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They are unbelievable!
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Old Labs (VS1-329-L12FZ)

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 "They told me that the network is busy at these times so I should connect to an Ethernet cable!!!"

While the explanation you were given is nonsensical, major improvement when trying an Ethernet connection would isolate it to known WiFi performance issues with the Viasat WiFi Modem. They may have gotten it 1/2 right... but I'd think it wouldn't be limited to weekends and evenings in that case.

Try the Ethernet suggestion if you can to see if there's a marked improvement - it's really a problem isolation test and has nothing to do with the network being busy. In that case, VeteranSatUser's advice applies. It really depends on which modem you have.
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I've seen a few emails from the forum regarding poor speeds so I just checked mine and the upload speeds weren't very impressive, but download speeds aren't bad at all, and I am using the equipment Exede installed a year and a half ago so I am assuming I'm on the "old" satellite?  I am wired in on this computer and not using WiFi, but the Roku TVs certainly aren't.

Perhaps I'm in a region where there aren't many users?  After the initial buffering on a movie I'm streaming I usually don't have any problems, so that leads me to believe that there must be a fix for issues others are having.  I don't have to call in to resolve anything so I can't comment on customer service or tech reps.  The only time my service "drops out" is during bad weather, but I would be calling 24/7 if mine was barely staying connected when that wasn't a factor. 

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Dina Chastain

You did the proper "first attempt" at getting your service to perform satisfactorily, you called tech support.  Now is the time for you to escalate this matter yourself.  Send an email to viasatlistens@viasat.com to bring your situation to the attention of Corporate Viasat Social Care.  Supply a brief description of the problem and include your account number and contact information.

I am a huge advocate of the email solution, because Corporate Viasat Social Care is staffed with people that gets things done.  I'll give you an example of the difference between calling the toll-free number and sending the email:

Who would you rather have working on your problem....

These fine people who work with limited resources?  Most of what they are made aware of can be solved, and they work hard, but there is a point they are powerless to improve your service.

Or would you rather your situation was ultimately resolved by these guys? 
When they push a button, things change.  Send the email.

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Dina Chastain

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@Judge and Jury
thanks.  I will do that.  I worked in Advanced Tech for years and sat in the first chairs.  Now I'm a 911 dispatcher and my console looks similar to the bottom picture.  LOL

FYI update... now day three without internet!!!