I tried to call customer service....

  • 1
  • Problem
  • Updated 3 years ago
  • In Progress
I tried to call customer service.. it says on the front page that it will take on average 2 min for someone to answer... I called and it said it was going to take 15 - 20 min. What is up with that? I was told that Exede bundles with Dish Network? I need to know if so I can bundle and maybe save some money.. I already pay way too much .. but the price you have to pay when you live in the country.. they do price gouging.. which I thought was illegal... but I guess not. I pay $160. a month.. and Yes I have to have internet so they have me just where they want me.  Sad!  I was also told that the Freedom Plan was coming.. that was 6 mo ago.. They just said soon.. I guess my soon is sooner then Exede's is. Right now I'm just trying to have someone tell me why it is so slow for the last couple of days.. super slow.. I tried to call but can't wait on phone 15 - 20 min.. sigh.
Photo of Elaine Fields

Elaine Fields

  • 19 Posts
  • 4 Reply Likes

Posted 3 years ago

  • 1
Photo of Brad

Brad, Viasat Employee

  • 3533 Posts
  • 1326 Reply Likes
Hello Elaine, 

Typically the phone number is the fastest way to get help (we do have a chat option online too) During peak and primetime hours when more people are calling in wait times do take longer as with virtually any customer service number.

 The bundle options typically are at the start of an installation and some of those are only through a dealer and every aspect from billing, support, ect are through them and are what we refer to as wholesale accounts. 

Freedom plan was a experimental plan that we offered in a VERY limited area and we did have plans to offer it or plans similar to it when our original plans for ViaSat 2 had a summer 2016 target date. Unfortunately SpaceX who would be launching ViaSat 2 for us had setbacks (a rocket exploded and severely delayed their launch scheduling for the Falcon Heavy rocket program) so we went with another rocket company and now have a target to launch at the end of the year with plans to follow shortly after. We're probably more anxious than our customers to get ViaSat 2 up and running but unfortunately getting the satellite in space is a very complicated process and takes lots and lots of planning (even "fast" rocket launches takes months). Anyway everything so far looks like we'll launch on our new expected timeline. We'll have more details closer to time.

The phone is still going to be the quickest way to get help, but if you'd like you can email us at exedelistens@viasat.com and we can help you but those are generally answered within 24 hours so if your speeds are something you want to have us look into much quicker the phone or online chat option is going to be the quickest way to answer your questions.