Fix me or lose me

  • 1
  • Question
  • Updated 3 months ago
  • Answered
I recently updated to your unlimited Data plan. Your installer came out last week and changed my modem. He said that Viasat will send me a box to ship my old Modem back to your company. So I have good service until yesterday and my service was shout off. I called your number and someone from India said that I owe $299 before they could turn me back on. What happened?, I have been your customer for a year and you shut me down. I work from home and I need my internet to operate my business. Please fix this problem soon or I will go with HughesNet Monday morning. Thanks, sincerely Robert Skaggs
Photo of Robert Skaggs

Robert Skaggs

  • 2 Posts
  • 0 Reply Likes
  • frustrated

Posted 5 months ago

  • 1
Photo of Old Labs

Old Labs

  • 3291 Posts
  • 3265 Reply Likes
This isn't really a direct support forum (more customer to customer support). While there are some employee moderators here, they're not as active on the weekends but occasionally will check in.

I'd suggest contacting using one of the direct support methods at:

https://www.exede.com/contact-us/

However, appears you've already pursued option that with little explanation or help given.

Something isn't adding up with that response you were given - in fact returning the old modem isn't even required at this time but may be dependent on what date you swwitched. I might even call back to ask specifically what that $299 is supposedly for - since even in the past, failure to return the modem has only been $150 (and another $150 for the TRIA when cancelling - you still have to return the modem when cancelling just not when switching plans). 

You're best bet might be contacting the moderators at viasatlistens@viasat.com via email. You'll need to include your account number and contact information with that email since they have no way of determining that from your credentials here (don't post that info here obviously since this is a a very public forum visible to the world).

They should be able to sort through the snafu for you in private, but you may not get a response until at least Monday so some patience will be required. Good luck...
(Edited)
Photo of Stephen Rice

Stephen Rice

  • 1856 Posts
  • 844 Reply Likes
Seems really strange.  I didn't think a site visit was required to swap a modem out. 

When I signed up for unlimited (I later changed my mind), Viasat shipped me a modem and there were no fees involved.  They didn't send out a tech either.  I was simply supposed to swap out the modem on my own and ship the old one back.

Before I even received the modem, I changed my mind about switching to unlimited.  I wanted to keep my Liberty 12 plan, and I wanted to get a fast answer as to whether or not I could cancel my request to upgrade to unlimited.  Instead of going on a public forum, I made a quick call to Viasat/Exede on a Saturday.  To my surprise, someone answered, they were easy to understand, and were very pleasant.  The representative canceled my upgrade to unlimited and let me keep my existing Liberty 12 plan.  There was no hassle at all.  Viasat didn't even charge me a fee for shipping the modem.

I would recommend calling back and asking what the $299 charge was for.  They shouldn't have sent an installer out to swap out a modem.  Ask why you needed a visit when others were able to swap out their own modems.  If you can't get an answer ask for a supervisor.  If that doesn't get you anywhere send an email to viasatlistens@viasat.com.
(Edited)
Photo of Matt B

Matt B, Viasat Employee

  • 693 Posts
  • 321 Reply Likes
Yeah, something seems a bit off here for sure.  While I have seen a fair share of techs sent out to provision upgrades to the new modems, it's not the norm.

I wonder if a new account was built, the old one cancelled.  Robert, I hope you've sent you email!
Photo of dianalyn hefner

dianalyn hefner

  • 3 Posts
  • 0 Reply Likes
I pay in advance and NO service paid for...2 yr contract when NOT provided the service--SUE ME----PLEASE!!!!    Fix it Now or will have to close the acct $ drawn from.  This is date and time stamped for my records.

Diana Lyn  
Photo of Old Labs

Old Labs

  • 3291 Posts
  • 3265 Reply Likes
Diana Lyn and as noted above,

This isn't really a direct support forum (more of a customer to customer support venue). While there are some employee moderators here, they're not as active on the weekends but occasionally will check in. 

I'd first suggest contacting direct support using one of the direct support methods at:

https://www.exede.com/contact-us/

Following that and if no resolution to whatever your problem is you might want to contact the community moderators at viasatlistens@viasat.com via email. You'd need to include your account number and contact information with that email since they have no way of determining that from your credentials here (don't post that info here obviously since this is a a very public forum visible to the world).
(Edited)
Photo of dianalyn hefner

dianalyn hefner

  • 3 Posts
  • 0 Reply Likes
Thank you for at least a small response..I will do so tomorrow  am but this is really silly to not get into any of my accts with facebook etc.  due to everything being verified.  GREAT but not for me or my husband Daniel.  I am fighting a battle for my life,what is left anyway so arrangements need to be made....too much pain to sit at this thing for any length of time-please forgive me if too cranky from time to time.
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 2473 Posts
  • 1345 Reply Likes
Not sure I believe much here. Support isn't in India. A tech doesn't visit to swap a modem, and the old modem doesn't need returned. Then post on a board if it isn't fixed in less than 48 hours on a weekend you are switching to Crapnet. Why punish yourself? If an error call and get it fixed!
(Edited)
Photo of Old Labs

Old Labs

  • 3291 Posts
  • 3265 Reply Likes
And that policy has now changed and been confirmed by both Matt B and Brad, which is not to say it may not have been in effect at the time Robert upgraded the modem and some artifacts have been left lying around in some automated system somewhere.  
(Edited)
Photo of Stephen Rice

Stephen Rice

  • 1856 Posts
  • 844 Reply Likes
I wish I had a diet Pepsi right now.
Photo of Robert Skaggs

Robert Skaggs

  • 2 Posts
  • 0 Reply Likes
Thank you guys for your comments, I am a 65 year old Veteran starting a New business from home using the internet and I keep getting interrupted from Viasat and causing me a lot of stress. The last thing that has cause me the most stress is that Exede Wild Blue Viasat  hit my Visa account for my monthly payment for $51.12 on 2/28/18 and 3 days later on 3/2/18 hit my account for $352.60 for some reason and I need that money to pay my other Bills, The $352.60 is not listed in my Billing & Payments but it shows up on my Visa transactions.
Photo of computer1949

computer1949

  • 224 Posts
  • 7 Reply Likes
I am going to switch Verizon Lte Alot better speeds 30 Mbps plan plus. For 45 dollars a month unlimited.
Photo of dianalyn hefner

dianalyn hefner

  • 3 Posts
  • 0 Reply Likes
As long as it works, I am happy!!  I am home bound and very seldom use a cell or comp but need it if needed it is there.  all I need-- I bought a Samsung Galaxy Luna to travel with but can't be activated ---that took a month of daily calling at 5-6 hrs a crack....fun,fun, fun!!!!  You get paid ?/hr me 0$ for all this.....never again and not with _________company.  You seem nice and thank you, take a look at my profile and see I am actually a nice person as well!  Have a great day/evening!