Future Cancellation

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I am a long time Wild Blue / Viasat customer, but I have been informed by my local telephone company that I am now eligible for DSL service. Comparing the two, I see no downside to giving it a try, so I have an installation scheduled for early August. I understand that If, or when, I cancel Viasat, I will be required to return my modem and tria., and I will be sent the box to utilize for the return. My Viasat service is located in a seasonal home, so I am concerned that I may not be at the residence when the material is delivered., so I would prefer to have the box sent to my billing address instead of my service address. Anybody familiar with this request? Thanks
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Tom

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Posted 1 month ago

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Bob Lexus

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"Anybody familiar with this request?"

Yes I am, make certain Viasat clearly understands the address you want to have the return box delivered to.
Your's is a common scenario.

Place the TRIA, modem, the complete power supply w/cord & the ethernet cable in their respective 'nests' in the box - there is a large pictorial diagram / instructions included.

Now - this is important - take a picture of all the items in the box before sealing it up.
You now have proof all parts were included should there be any contrary claims later.

Now - this is important - take a second photo of the sealed up box, making sure you can clearly read the tracking number.

Just like with your house & car insurance, you have it and hope you don't need to use it...

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Tom

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Good information. Thanks for the tips.
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Matt B, Viasat Employee

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Bob's advice is right on.

I'd add that if you don't receive the equipment recovery box within 5 business days, either call in or email us at viasatlistens@viasat.com
to confirm the correct shipping address.  
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Tom

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Well, good thing I asked.. I had DSL installed 7/31. tried it for two weeks, and a few days ago, called ViaSat to cancel. Thought all went well as I stressed the importance of sending the box to my billing address, not the service address. Mentioned it twice to the retention rep and asked him to verbally confirm it back to me. Of course a few days later I checked on line and discovered that the box was on the way to the wrong address. I have since called back and having another box sent to my billing address. Now, just have to wait for the next issue. 
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Tom

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It didn't work. The first, and only shipment is at my old address. One email to ViaSat Listens, no answer back. Three phone calls, all with commitments to fix the issue and nothing happening. 13 years with Wild Blue / ViaSat you would think a little respect. 
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johnny c

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I dont like ups trucks coming down my road so I asked if they could send it to my P.O. Box She said she didn’t think so and they normally send it to the actual location of service. Makes sense 98% of the time. So I just said that will be fine. I have the ups store set up as my choice and that is where the box was delivered.
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Matt B, Viasat Employee

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Tom,

We have your email, and will answer it soon. We're working through a bit of a backlog 
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Tom

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Thanks Matt, I have since talked to another agent. If possible, maybe you can confirm that the changes have in fact been made  Thank you
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johnny c

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I took photos, made a video and took pictures at the UPS store with the box on the UPS scale.

It was 11 lbs, the label was for 10, UPS said no problem.

Then I tracked and printed the proof of delivery.

Called Viasat, talk to a very well qualified support person who checked everything and said looks like all is well and you should not have any charges.
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Tom

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Will follow your lead. Thanks
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Tom

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Seemed like a pretty simple request. Cannot understand how three customer service reps claim to understand the issue, tell you all set now, only to find out the next day that nothing has been done. One rep told me that they have to change my service address to my billing address . Never happened.
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Will Seemore

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Don't you realize Viasat is 3x faster than slow DSL? That is what their commercials say? Are you telling me you don't believe them?
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Bob Lexus

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You missed the loop hole
Listen to it again

3X faster than TYPICAL DSL

DSL around here is 1.5 x 1 at best
(Edited)
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Will Seemore

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I didn't miss anything, their ads are misleading and deceptive. What is your excuse for ads on broadcast TV claiming free installation when it costs $150 in the areas the commercials are broadcast in? You can find old posts in here where Viasat employees say they should not have the DSL part in their commercials.
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ExSatUser

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Bob.  And I don't mean this as a negative.  I know you sell the product.  But I am curious.  Do you use Viasat as your primary source of internet in your home?  I am sure you might run a test account for customers to see.  Just wondering if you use Viasat as your primary internet.  You don't have to answer if you don't want to. 
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Bob Lexus

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Will, just like too many things in the world today:

The bold print giveth
and 
The fine print taketh away...

Maybe that is why there are lawyers in the Marketing dept of virtually all global corporations anymore - it ain't just Viasat
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ExSatUser

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There is a reason why there are warning signs on McDonald's coffee!
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Will Seemore

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I really don't understand why coffee needs to be boiling hot, that woman that sued McDonald's got 3rd degree burns into muscle tissue.

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Bob Lexus

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ESU, I have four ISPs to pick from at my place
I use them all but mostly use 100 meg cable

I used to own a garment printing business, screen printing & embroidery
I never, ok rarely, wore any of my imprinted garments - occasionally a politically themed one for appropriate occasions.


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Will Seemore

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Would you sell Viasat to someone who had DSL? My Viasat often fell below 90's DSL that was in the 700's Kbps range.
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Bob Lexus

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Will, I believe, regardless of the product or service, a seller is morally obligated to accurately set a potential buyer's expectations.

In today's business climate, those who close a sale by any means, usually have the fatter bank balance than those of us who give a rats azz....

(Edited)
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ExSatUser

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Really, I don't think speed is Viasat's biggest issue. The high latency and video resolution downgrader can play havoc with apps and sites today.

While overall the speed of my wireless connection is nothing that great, browsing response time and no video buffering occurs. I always had to pre-record streaming content with Viasat. I dont do that anymore. But I still pay and use PlayOn Cloud for downloading shows when traveling. PlayOn Cloud is well worth it! And for those that still have satellite internet, I highly recommend it.
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Bob Lexus

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There are vast areas of the country where the choice is between lower quality internet with higher quality local environment - or - better quality internet with sirens, banging dumpsters, surround sound barking dogs, stinky air etc etc etc

For many of us we gotta make tradeoffs using our own 'value yard sticks'...
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ExSatUser

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That is a tired old argument though. This is 2019, not 1929.

If you can get electric ran to your house, you should be able to get high speed wired internet.
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Will Seemore

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Not sure what they are doing now but back in the early 2000's the cable companies where I lived in So Cal hung their cables on the electric poles. Pretty sure it is cheaper to run and maintain than 3 hot electrical wires and a neutral, plus all the transformers. Pretty sure the electric companies would rent them space on their poles.