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

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  • Updated 1 year 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 2 years ago

  • 1
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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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Catherine

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Yes it has built in wi-fi. We are on Viasat 1. It's a black modem. Right now the internet is up - obviously. It was down most of the day yesterday.
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Catherine

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Andy Schack

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Readings from 192.168.100.1?

Andy
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Catherine

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Toggle navigation

WiFi Settings
Router Settings
Parental Controls
Modem
Diagnostics
MODEM STATUS
Modem State
STATUS

Online ONLINE TIME 000:01:08:22
General

RX POWER -43.4 dBm

RX SNR 5.0 dB

ODU TELEMETRY STATUS
Active

CABLE RESISTANCE 1.5 Ohm

CABLE ATTENUATION 29.6 dB
Identification
IP ADDRESS 10.169.45.53 MAC ADDRESS 00:A0:BC:79:32:F8
SOFTWARE VERSION UT2_3.7.3.14.6 HARDWARE VERSION UT2_10504 UT2_XC/XD/XE_US1_ASIC2v2
SERIAL NUMBER A67317390681 PART NUMBER RM5110N-030
IFL TYPE Single BDT VERSION 15

Ethernet Interface Statistics
TRANSMITTED PACKETS 4,184 TRANSMITTED BYTES 4,852,119
RECEIVED PACKETS 2,262 RECEIVED BYTES 297,253
LOSS OF SYNC COUNT 0

Client-Side Proxy Statistics
STATUS
Connected

HEALTH
Good

LAST PAGE LOAD TIME 0.00s

© 2017 ViaSat, Inc.
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Catherine

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That's what it looks like when it's up. When it's down it's like the router can't talk to the dish.
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VeteranSatUser, Champion

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When the modem can't talk to the dish, you will still get stats.  See if you can get a reading when that happens too.

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Andy Schack

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For VS1 that signal is pretty low, at least in the two beams I installed on. 

Usually if a Tria goes bad, it is kind of like a light bulb....it either works or it doesn't. If I had to do a service call in your situation, I'd replace the modem and see how things go. Please understand that when a customer has an intermittent problem, that is the hardest thing to fix. It's much easier when the system is totally down when I get to a customer's house. 

Andy
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Catherine

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I just need them to show up.
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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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ChrisC.

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They do not pay much for service calls and if you live out in the boonies and they have to waste more gas than the job pays why tf would they go out there?? They don't get "fired" they get charged back for no call no show by viasat themselves.
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GabeU, Champion

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They do not pay much for service calls and if you live out in the boonies and they have to waste more gas than the job pays why tf would they go out there??
Because it's their job.  That's why.  
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ChrisC.

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if viasat doesn't want to pay enough to get it done don't go blaming the damn techs over viasats inability to compensate the tech enough to fix your issue. My truck costs me 50 a day to run from eufaula to Arkansas do you think going all that way to do a 40 dollar is right? Basically it costs me 10 to fix your sht..
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Jim16

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Then you shouldn't be an installer if you don't want to do your job.
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Old Labs (VS1-329-L12FZ)

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If it's any help, there's some guy up in New York paying good money to knock snow and ice off off his dish - it appears to be subsidized by Andrew Cuomo.
(Edited)
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Jim16

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It's the weekend...
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Old Labs (VS1-329-L12FZ)

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Then there's plenty of time to get up to New York from Eufaula, AL and get back for the drive to Arkansas on Monday. 
(Edited)
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Jim16

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I don't think I want him to "fix my sht.."  Right Andy?
(Edited)
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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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VeteranSatUser, Champion

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I shouldn't even has to ask, because I know the answer. Even though a Viasat-2 install is more complex, the fee a dealer receives is the same, correct?
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Matt B, Viasat Employee

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I know I don't have to tell you this Andy, but if you're running into techs that are having trouble with the new pointing process, they need to call Installer Relations, and review their own training.  

While I've been off that team long enough that I'm not trained on installing VS2, I sit 5 feet from IR, and hear what kind of calls they have.  Following the process will make point/peaking quick and easy!  Trying to do it like VS1 or Dish is what's going to slow them to a crawl.  
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Catherine

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In a little over a week it will have been 2 months and I can't get a tech to my house. I have Viasat 1 by the way. It's down all the time. Comes up for a few hours then right back down. Sometimes it doesn't come back up for days. There is no reasonable excuse why this should take 2 months.
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Andy Schack

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Matt. Part of the problem for a lot of techs is the boom arm angles on the install paperwork is off by 6-8 degrees. This has been confirmed to me from dealers across the country. In a small beam that isn't as much of a big deal because the tech will sooner or later figure out to raise the dish until he hits signal. With large beams however, it's a different story all together because of the faulty software....you have to sweep past the signal path with NO INDICATION from the tria that it saw ANYTHING. You then put in the keys for a 3rd time and finish the point/peak. The problem is that since the angles are off and the modem therefore sees nothing during the blind sweeps, the tech is trying to hit a target that can't be seen. I've got over a thousand installs under my belt through the years and even I have wasted a LOT of time with VS2 installs. 

Don't EVEN get me going on Installer Relations......that point was driven home during the incentive trip to Mexico and they admitted there was a problem. 

Andy
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Andy Schack

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VetSat, you are correct. Much more time, same money.
 VS1 areas are having issues of their own which I won't discuss here. 

Andy
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VeteranSatUser, Champion

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Well there are a lot of issues, that is for sure.

Just curious Andy, what else do you sell and install?
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Andy Schack

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Dish Network, DTV, Viasat. Also install cell phone amplifiers.....the type that have to be installed...and TV wall mounts. You'd be amazed at the huge number of people who don't want to risk mounting their own tv. I guess to me is seems super simple, but that's because I am used to doing it I guess. 

Before I got into satellite, I owned a Radio Shack franchise for about 13 yrs. 

Andy
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Michael McDowell

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Hence the name?
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M.E.M.

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I can see his sign in my mind.  "Schack's Shack".
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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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J&J

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Keep notes and records (save screen-shots of your router showing no Internet, etc).  Dispute your bill and contract from day #1 and initiate the arbitration. You'll win and it cost you nothing to do it.
 
You pay for the service of ViaSat Internet.  If that service is not provided  then you cannot be expected to pay. If you have sent an email to viasatlistens@viasat.com informing them that you have no service, and still  have no service, you can declare that you have exhausted your administrative remedies since viasatlistens@viasat.com is corporate  and they are legally "aware" of your lack of service and your attempts to have it corrected.
 
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Catherine

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If they still choose to hit me with the early termination fee, I can always go to small claims court. Easy win, they've breached the contract.
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J&J

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I suppose no speed at all doesn't really qualify for the "up to" clause.  Zero means it doesn't exist, sort of like working for free and getting a 1000% raise.  The early termination fee will be waived by the arbitrator and you'll probably receive a refund on what has been paid.... for nothing.
 
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Catherine

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An amazing thing happened today! All of a sudden there's a tech that can service our area and wants to schedule us.
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J&J

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Yup... simply amazing when you learn what you can do, someone suddenly wants to do what they're supposed to do.
 
I like ViaSat... a lot.  They are a respectable group that forms a great company.  To maintain that identity of being respectable, they must correct frustrating problems with their service that are out of the customers control, especially when the customer has pleaded for help in a respectable manner.
 

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Catherine

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....and still fighting for a tech to come out. Finally broke down and invested in a hotspot so we have something. It's slow and spotty, but right now it's better than what we have with exced e which is nothing...
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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.