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

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  • Updated 3 hours ago
  • (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 2 weeks 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, Champion

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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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Judge and Jury

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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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Judge and Jury

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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, Champion

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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