Lost signal

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  • Problem
  • Updated 3 months ago
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Signal dropped out Thursday afternoon. My installer never installed my dish correctly 4 years ago and over the years, the pole has moved. Not a big deal, just go outside and do a little adjustment every couple of months. But now it's completely dropped out and I can't get any signal. I think my tria went poopoo. I emailed viasatlistens Saturday. I'm wondering how much it's going to cost me after bring a customer for 4 years now.

Yes, I know I should have made them come out and redo the install. The tech reused an old DirecTV coax and did not mount the pole in concrete. It did take him 3 days to do the install and I had to help him.

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Forrest

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Posted 4 months ago

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Brad, Viasat Employee

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Hi Forrest:

Super easy fast answer: Nothing if you add/already have EasyCare. Call us at 855-463-9333 and we'll get that set up for you.

Edit: Sorry weekends sort of take a hit on email replies. I'll get to you ASAP
(Edited)
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Forrest

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I don't have easy care.
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Forrest

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The service call is$95? Does that cover the repair or is that just the tech coming out and looking at it? What if my tria is bad? I've been paying the lease on it for 4 years. What if he replaces the pole?
(Edited)
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Forrest

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Ok, I read the easy care. I'm adding it for now.
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J&J

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My hats of to you.  You're a person that came here and did it right (described problem, sought answers, got answers, and an acceptable resolution).

Easy Care is what??? $6.00 a month and you can cancel after 3 months?  Um.... I don't see how or why they do that.  That's a service call and 3 more months for $18.  
 
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VeteranSatUser, Champion

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Because they think people will be too lazy to cancel it. I mean he did without it for 4 years. So get it for 3 months and then cancel it would be the most cost effective solution(short of upgrading to 2). BTW, he lives in KY, how is 2 NOT available there?
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Nichole Toney

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Easy care is crap. I have been without a phone for a long time, May 24th, and they wont send out a tech. They said it is a problem with the box, that they have sent me now two times that I have not yet received.  They said techs dont carry those on their truck, but the last guy out here tried a new one that he happen to have on his truck.  They have now sent me another one to a different address that I am to get next week.  The phone was working fine until the trees grew in and we had to cut down trees.  We did so and our internet is working but not our phone.  I have called them so many times that they are now a favorite on my cell phone.  I am very disappointed.  We have no cell phone service at our house, and we have children. This is a big problem.
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Andy Schack

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Forrest. If you have Easy Care, it also pays for a relocation of your dish....this would pay for a pole WITH cement. 
The reason you can't get any signal now, whereas you did in the past is most likely due to a beam/modem key change. If you are using an old one, it's like trying to pick up an AM station on a FM radio...ain't gonna happen. 

Andy
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Forrest

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I signed up for easy care. I made the phone call. Talked to Apu. He gave me a work order number and another phone number to call to set up an appointment for a tech to come out and laugh at my setup. I'll keep the easy care for as long as needed and then let it go, depending on what this service call does cost me in the end. I could have paid for the equipment twice for what I've been paying for the monthly lease now after 49 months. Hopefully they install all new gear at no charge and thank me for being a good customer.

What does a bad Tria look like on the signal screens? I'm almost positive that is my problem.
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J&J

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It usually just dies.... completely.  I had one do that... no warning... just went dead.
Maybe if there is a leak... things can go sour over time.  Hey, you're covered now :o).
 
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VeteranSatUser, Champion

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Trias have a finite lifespan. Probably fried yes. But they are going to do what is needed to fix the problem, not nesccarily give you all new equipment.
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Andy Schack

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I've seen some trias develop a short internally. When this happens you will see the modem get 3/4ths of the way booted up and then it will reboot. If you have your browser open and are looking at the modem stats, you'll notice that the signal will zero out when it goes into Network Entry, after it reboots the signal comes back. 

Seen it tons of times. 

Andy
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Forrest

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Called the tech this morning and left a message. No reply from him yet. Wonder if I can get a credit for not having service?

Also, do I have to use this tech or can I find a different dealer if he doesn't return my call in a timely manner?
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Andy Schack

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You simply canNOT write this stuff!!!!

I've begged and pleaded for them to not set up anyone as a dealer who doesn't have a storefront, otherwise you invite fly-by-night types...here today, gone tomorrow. Request denied. 

Andy
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Old Labs (VS1-329-L12FZ)

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Viasat might do better to keep it's installer/dealer database up to date when referring an EasyCare fulfillment. Seems Viasat has an inordinate share of process breakdowns like this when calling in... just saying.

My guy has a storefront, is very reputable and once was a Viasat dealer - he got out and now only deals with NRTC (but his satellite installs and service are only a fraction of his related communication business).

 
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Andy Schack

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I might start doing some NRTC work....did a couple years ago. The NRTC we've got north of us is going to sell the VS2 plans for $30/mon under Viasat's price so it's either do some installs for them or just ramp up my other businesses to make up the difference. To make matters WORSE, they are not going to do any kind of credit check and are going to offer free installs to their PrePay customers. This will so overload our tiny beam allotment that our beam will probably close pretty soon anyway......either that or our VS2 speeds will soon look like most folks' VS1 speeds. 

Andy
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Brian D Kincaid

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Good luck on a "credit". Been having issues for a month, been promised a "good will credit" each time I call or email and thus far, nothing ever applied and still bad service. Going to try one last time before I go to Hughes. I hope you have better luck with them.
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Amy Jo

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At least yours was only a month, I haven't been able to hardly use mine since new modem in Feb. They always promise money off and such and I never seen it either!
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Forrest

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Called the 855 number again, went through the entire schpeel again. Talked to Apu's brother who made me go through the entire process again. He finally gave me another number to another dealer to call. Called the new dealer ( Sentry Technologies) and left another voice mail. Viasat just sent me an email letting me know that they just charged me for another month of service, but still no email from the viasatlistens people to see if my poblem is resolved.
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Brad, Viasat Employee

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ahhh I see what happened. Some of that is my fault. I saw something that indicated an appointment was set up on Sunday so I closed the case. I see now that it was a unscheduled service call. I'll work on getting the dealer to call you ASAP to get this scheduled. 
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Nichole Toney

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This has happened to me many times. Each time I have to go through the ENTIRE process every time.  Every time it is at least 45 minutes that I do not have to spare.  I feel your pain.  
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Forrest

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I called the local number again. They then told me they'd call their service tech and have him contact me. Amazingly, the tech called me after just 10 minutes! I gave him the work order number, but he cannot find me in the system and told me that I need to call viasat again and have them redo the work order. I then told him my zip code. He told me that I was way outside his area and that he couldn't help me unless I paid for it out of pocket. I'm trying to be reasonable and not blow up, but it's getting close to me putting all this shit in a box and changing providers back to Hughes net since it seems all the locals and techs are worried about are getting the install jobs and not worried about the after sales. Brad, can you help me? Viasat sure as shit made sure they charged me for the next month of service.
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Forrest

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I just got off the phone with ViaSat again. They now need to do a "dealer change" and for some reason, a dealer change takes 3 days. I was advised that since my original work order was assigned to a dealer that is no longer in business, that a dealer change is required and that they were going to cancel my original work order and reissue one. Not sure why it takes 3 days this day and age to click a few buttons and do a dealer change.

Brad, y'all are killing me here. Im not happy at all right now.
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Andy Schack

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Just because they initiate a dealer change (actually called a sales channel change on our end) does NOT mean the dealer they contact HAS to accept. To be quite honest, I have gotten them in the past and have rejected each and every one.....the last thing I wanted to do was walk into someone else's nightmare. Now that there is Easy Care and I could get paid better for resolving an issue I probably would accept one now. 

Andy
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Brian D Kincaid

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Fwiw, they gave me that same speech and after 2 weeks, no "dealer change" or notification either way. 
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Forrest

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6 days with no internet at the house.
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Forrest

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Called 855 again. They told me that a tech will be calling me soon.
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Dina Hess

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Someone said above that he's in Kentucky -- VS-2 doesn't seem to be available here, at least not in central KY.
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VeteranSatUser, Champion

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I think for "new" customers it is.
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Dina Hess

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Please let me know for sure if that's the case.  We were sold VS-2 when we were installed and then after the fact they told it wasn't available but they'd let me know when it was.  I've been checking back for availability every couple of weeks ever since (using our zip code, not just checking from our account as a service change) and still haven't seen it come available.
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VeteranSatUser, Champion

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Your zip?
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Dina Hess

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40419.  Thanks.  Sorry I vanished for a bit, we are in the middle of the big storm front spawning tornadoes just now.
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Forrest

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5 hours,  no phone call yet
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Andy Schack

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While it doesn't help you in this situation, I am going to be sure to bring up your case at the next dealer council meeting in Aug. This is ridiculous. 

You're more patient than I am....that's for sure. 

Andy
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VeteranSatUser, Champion

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That is a LOT of things you need to bring up Andy.  I would hope they would listen.
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J&J

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You're more patient than I am....that's for sure.

Forrest deserves a free month of service for what he has been through and the amazing level of patience he has maintained.  He has done everything right and now it is on ViaSat to make amends and get his service working properly.  He has suffered one form of incompetence after another and still has positive expectations.  A free month of service would be a mere token of appreciation for ViaSat to give him. He should also be credited for this month of service he has not had due to the mishaps of getting his service corrected, especially after emailing viasatlistens@viasat.com for assistance.
 
Perhaps Forrest needs to send an email to Melinda Del Toro at ViaSat, asking what it takes to be a customer here and have a working service.
 
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Nichole Toney

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Thanks for the info Judge and Jury. I will be contacting them via email.  I was supposed to be getting my box today, after the second time they sent it out.  I have been without phone for two months.  As I said before, I have called them so many times they are now a favorite on my cell phone.  I have children and no cell phone service at my house.  The phone and internet worked great until the tress grew in and we had to cut down tress, the tech put the dish in the wrong spot.  This is a huge problem for us and I dont want to switch companies, but this is out of control.  They wont send out a tech, they say they dont carry boxes, but they have given us boxes before.  We are more than frustrated. Every call is at least 45 minutes and I am having to do it daily.  Each time I have to re-tell the operator the entire story.  They have not offered any discounts at all.  POOR SERVICE
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Matt B, Viasat Employee

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Forrest, 

I'm looking into this for you.  I've escalated the sales channel change, it should be completed within 2-3 hours.  I'll update you today as I know more.
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Forrest

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Forrest

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24 hours, still no contact from a tech.
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Forrest

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Finally broke down and called the 855 number again. Person looked up all my history again. Said that a work order had been created, but never assigned. He assigned it to a company called WB Satellite, but could not give me their phone number and my google-fu fails me on finding a company called WB Satellite in Kentucky. Of course they don't do any calls after 5pm and I work Mon-Fri, 7:30-5:30 and Sat 7:30 - Noon, so the first available opening is next Saturday between 2 and 5.
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VeteranSatUser, Champion

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Joy
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Dina Hess

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Good luck, Forrest.   Roughly where in KY are you located?  We are in Central KY and we were told there wasn't a dealer within a normal service radius of us, so that may be part of your problem. I hope you can get it resolved soon.
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Forrest

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Central KY, just inside Boyle County
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VeteranSatUser, Champion

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Storms around there tonight. Be safe!
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Matt B, Viasat Employee

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Forrest,
Your account has been moved away from the dealer.  There are schedule slots available starting Monday morning.  I've opened an escalation to have the local office reach out to you to schedule, but you can bypass that by calling Customer Care at 855-463-9333, or if you have our app, you should be able to schedule it from there!
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Forrest

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Forrest

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Andy Schack

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Matt....you in that pic?

Andy
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Forrest

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What do the readings look like if the signal is blocked? Like if the tree on the next property grew and blocked the view? I can't recall.
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VeteranSatUser, Champion

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Yea. But before I wised up and got a real email address, I hated always spelling w-i - l - d - b - l - u - e when giving out my email. Lol
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Andy Schack

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They ended up going with Viasat due to wanting a global name that didn't have any translation issues. 

Andy
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VeteranSatUser, Champion

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Best to focus on getting it right in America before expanding throughout the world :).
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Forrest

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If I could have back up internet at the house, I'd use it instead. But alas, I live where there is no dsl, no cable, no wireless, no cellular, I couldn't even keep a landline phone working for more than 2 months at a time. I finally dumped it a couple years ago.
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Forrest

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If I could have back up internet at the house, I'd use it instead. But alas, I live where there is no dsl, no cable, no wireless, no cellular, I couldn't even keep a landline phone working for more than 2 months at a time. I finally dumped it a couple years ago.
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Forrest

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Forrest

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The tech did call me back. I now have an appointment scheduled for Wednesday. I'll just have to use a half day of vacation to meet him, but it's better than Saturday!
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Forrest

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The tech called and canceled on me Wednesday morning. Set back up for Saturday afternoon. 2.5 weeks with no internet at the house. I did receive an email stating that I was getting credit for 1 month of service.


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Forrest

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It seems my dish had fallen so out of kilter, it couldn't pick up the signal. Tech showed up, straightened the pole out the best he could and reaimed the dish. I now have interwebz.
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Steve Frederick-VS1/Beam314, Champion

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What kind of results do you get at testmy.net?  Fast.com only shows you how fast you can stream, if you have the video saver activated, it will slow your actual speeds to 480P resolution.
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Forrest

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Forrest

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Forrest

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VeteranSatUser, Champion

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Finally! You most certainly have been the poster child for bad service for your dish.

Glad you back online.
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Forrest

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Tech told me I NEED to upgrade to VS2. Showed me a screen shot of a test with 46mbps download. Pretty sure I'd have to get into another 2 year contract to get that though, plus, I'd probably lose my almost 150gb unlimited plan.
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VeteranSatUser, Champion

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Correct on both counts.