internet connectivity

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  • Updated 3 months ago
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Last week there was a wind storm in Ohio and I lost connection. I tried for several days to reboot with no luck. I then called the internet provider and they gave nothing but the run around and refused to assist. While I faithfully pay for internet service each month they REFUSE to fix connection issues without further charging customers!!! I plan to tell all my friends how poor this company is in providing service and assistance. Cannot believe it costs another fee to restore service connection problems on the Service Providers end.
Has anyone else been able to fix their own connections without additional charges following a wind storm????
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Heidi Johnson

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Posted 3 months ago

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Stephen Rice

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It isn't Viasat's fault your dish got moved by the wind.

Sign up for Easy Care. It is only $5.99 a month and covers service calls. After you've had someone out to repoint the dish, you can either keep Easy Care or cancel it.
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Heidi Johnson

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Hmmm Stephen, may I ask a question?  I'll assume you don't mind....who installed the dish on the pole?  The pole appears to be shallow in the ground and the wind seems to have shifted it's shaky position.   Perhaps the installer did not bury it adequately?  Would that then be the customer's fault?
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Stephen Rice

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Who blew the wind at your house?

If the wind blows the roof off your house, do you expect the installer to provide a new roof for free or do you contact your insurance company?
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Jim16, Champion

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"The pole appears to be shallow in the ground"

If the pole was incorrectly installed then you should be able to get it fixed at no charge.  But they need to come out and look.
(Edited)
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david, Champion

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Someone posted on here a few days ago that their pole was just stuck in the ground with no concrete so it's possible.
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Old Labs

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Viasat typically only waives the service charge for the first 90 days after initial activation. After 90 days the service charge fee applies and covers the cost of having an installer visit. You can ease the pain by signing up for EasyCare protection. See:

https://www.exede.com/viasat-easycare/

You need to keep EasyCare for at least 90 days:

If you terminate EasyCare within 90 days after subscribing, we may bill you for service call charges that would have been applicable if you had not subscribed to EasyCare. If you terminate an EasyCare subscription, you may not be eligible to re-subscribe for 180 days following termination. EasyCare features are subject to the terms and conditions of the Viasat EasyCare Plan Addendum to your Customer Agreement. Not available in Alaska or Hawaii.  
(Edited)
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Diana, Viasat Employee

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Heidi,  Please send an email to viasatlistens@viasat.com.  You may need a service call. Please include your account, contact information and a description of your issue. Thanks