Issues with the internet, and VIASAT's inability to get a technician to our house.

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  • Updated 3 months ago
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  • (Edited)
The internet goes down constantly. A problem we have had for over a month. We have called several times. Had two technicians scheduled to come out, both times they canceled. We call and seem to get okeydoked each time. They said it would be faster if we swapped Technicians, and were told it would take 3 to 5 days to do so. We called back to check the status.We were told they could not swap us and would take an additional 2 weeks for another service call. My patience is wearing thin. Either you provide the service I pay for or I will find another provider.
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Catherine

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  • Angry and frustrated.

Posted 4 months ago

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Ivan Bludnik

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Many of the technicians are independent contractors who are not well compensated by Viasat.
That affects their motivation. 
Also, Viasat knows you probably will have difficulty finding another provider or you would already have switched.
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Catherine

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ViaSat has the best plans, but they are not the only provider in the area. Actual use of the internet would be better than no use at all.
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Brad, Viasat Employee

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Hi Catherine,

Would you mind sending an email over to viasatlistens@viasat.com with your account information. We can see what the hold up is or if we could maybe look into changing the dealer your with.
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Catherine

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We TRIED changing the dealer. We waited an entire week and checked back constantly only to be told that the dealer no longer services our area. So I called back and they made a THIRD appointment to come out, but it's not until the 19th. Which means we've been dealing with this issue for nearly a month and a half by the time our appointment happens. That's if they don't cancel on us a third time. The first time our appointment was canceled we were told it was lack of equipment. The second time it's because the tech quit. Both times it was left up to us to fix the issue.
(Edited)
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Andy Schack

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Catherine. I might be able to help diagnose your issue but I need to know what type of modem you have. Does it have built-in wifi? If so, is it black or white? Next, I need you to enter 192.168.100.1 in the address bar. Please post back with the readings you see. 

Andy
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J&J

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I see a cable attenuation of 29.6dB and wonder how it ever worked in the first place, or, how many systems can operate successfully with a signal loss of 99.89%?

This is satellite Internet, and It's ViaSat.  Nobody that wants decent performance can tolerate any correctable deficiencies in their system.  We live with the way ViaSat works, it's part of our lives, so why would anybody allow problems that can and will adversely affect their Internet to stay in place?  With this system, a person has to exploit every technical advantage they can, or accept lower than possible speeds and other problems that could have been eliminated.

Here again is a chart that shows loss:



Here are my modem stats.  My cable loss is zero.  I ditched the lossy cable the installer put in and used a superior cable (Times Microwave LMR 600-75).  I get very good speeds, always, and weather never affects me.  The cost of the cable is worth it for what it can do/prevent.  If this system was only going to be here a few months I wouldn't bother but this is a rather permanent thing so I'm not allowing it to be anything less than all it can be.  My speed is also good due to the beam loading on #369, but I still want everything the system can deliver, no bottlenecks.  Some people loose their Internet when a cloud drifts by, well, there's a reason for that.

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Catherine

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Appreciate the info. Would a signal booster improve this?
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J&J

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No, and such a device does not exist for the satellite signal, only for the WiFi.
 
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Catherine

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Ok, I had figured since it used a coaxial cable there might have been a way to boost the signal. So hopefully changing the Cable out might improve things.
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VeteranSatUser, Champion

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The rxSNR is low, but mine us very similar. Again, see if you can get stats when it is having issues.
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Catherine

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So the 19th has come and gone, yet again the technician canceled. This makes the third time this has happened. I understand that these guys are contracted, but if you hire someone that isn't capable or willing to do a job, you fire them and find someone else. We are going on 2 months now with this issue. If we don't come to some resolution by the end of today, I'm sorry Viasat your fired.

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VeteranSatUser, Champion

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Send an email to viasatlistens@viasat.com and explain what is going on.

I agree. It is ridiculous that it would take that long to get a tech to check things out.
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Catherine

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I did, I hope it will make a difference, but don't really expect it to.
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VeteranSatUser, Champion

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Don't feel sorry if you have to fire somebody because they don't do their job
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Andy Schack

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There is a really good chance that the tech got bogged down on an installation and a job that was supposed to only take 2 hrs turned into a 6 hr fiasco. I've had this happen myself. The new point/peak and provisioning process has caused many techs to simply quit and find something else to do because they only get paid if the job is completed. 
I had a job last week waste 3 hrs of my day simply because of bad weather and these new point/peak hurdles we have to jump through....if it had been a VS1 job I would have been through in 1 1/2 hrs rather than 4. 

Andy
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Andy Schack

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I had to constantly pull out my driver's license at dealer meetings to PROVE that my last name really was Schack. 

Andy
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Andy Schack

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I had to constantly pull out my driver's license at dealer meetings to PROVE that my last name really was Schack. 

Andy
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VeteranSatUser, Champion

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Names can legally be changed!

First Radio Shack and now a Viasat Dealer. Let me know your next business venture so I do NOT invest in that company:).

Better luck to you Andy!
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Andy Schack

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My Wife has noticed this tendency in business decisions as well VetSat. 

Andy
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Chaim Isaac Lipschitz

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I like the sound of "Schack's Shack". Is that onomatopoeia or a homonym or a homophone?
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Catherine

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Hell I'd upgrade to Viasat 2 if it would get them out here, or give me parts and I'll do it my damn self.
(Edited)
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Andy Schack

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Unplug the modem from power. Call and say it won't power on. 

Andy
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VeteranSatUser, Champion

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Knock the dish out if alignment!

Just don't try Bev's method of falling a tree on it.
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Matt B, Viasat Employee

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Catherine, 

I took a look at your account, your work order has been assigned to a different fulfillment office, which will fix the scheduling issues you've had.  Send us another email (title it attention Matt B) and I will discuss it with you in more detail.  

ViasatListens@viasat.com, and be sure to reference your account number and this thread.
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Catherine

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So finally we got a tech to come out. He only took 40 minutes to fix the problem we've had since may. Apparently the last installer didn't anchor the satellite to a stud when he moved the dish from one side of the house to the other during the upgrade we had earlier this year.
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Catherine

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So finally we got a tech to come out. He only took 40 minutes to fix the problem we've had since may. Apparently the last installer didn't anchor the satellite to a stud when he moved the dish from one side of the house to the other during the upgrade we had earlier this year.