extremely disappointed

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  • Updated 1 year 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 1 year ago

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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.