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.
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.
Posted 1 year ago
Brad, Viasat Employee
I don't have easy care.
VeteranSatUser, Champion
$95 for a service call I believe.
Or upgrade to Viasat-2 of available. Probably get it done for free then!
Or upgrade to Viasat-2 of available. Probably get it done for free then!
Is it available in zip code 40328?
Doesn't look like it, looks like lucky to still have an unlimited plan.
VeteranSatUser, Champion
Nope. Sure doesnt.
Brad, Viasat Employee
You can add EasyCare and have it apply
VeteranSatUser, Champion
Go to Viasat.com, put your full address in. I am betting 2 plans are available at your location.
As far as Easycare, you did without it for 4 years. You do the math.
As far as Easycare, you did without it for 4 years. You do the math.
If I add it right now, I'm covered?
You can add EasyCare before scheduling service and the service fee is covered - I think there's a 3 month or so commitment before you can cancel it (or continue to pay it). Regardless read the fine print before signing up for it to ensure that's really the case.
(Edited)
Their not even offering any new accounts in my area right now
Brad, Viasat Employee
That won't affect you. That's just for new accounts. It just means your area is pretty full and we're temporarily not letting new customers on for a bit. EasyCare can be added and take effect immediately. I would recommend keeping for 3 months to make sure the fee never charges you.
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)
Ok, I read the easy care. I'm adding it for now.
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.
VeteranSatUser, Champion
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?
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.
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.
What does a bad Tria look like on the signal screens? I'm almost positive that is my problem.
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).
VeteranSatUser, Champion
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.
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
Seen it tons of times.
Andy
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?
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?
Brad, Viasat Employee
Are you calling our main number at 855-463-9333 or your local dealer? The former is staffed 24/7 so you should get through
Yeah, I called the 855 number and they gave me a work order number and a phone number to a local person. I called a couple times and left a couple messages yesterday. He called back this morning and told me he had been out of the satellite business for 3 years. He told me to call viasat back and request a different dealer.
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
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
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).
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).
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
Andy
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.
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!
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.
Brad, Viasat Employee
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.
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.
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.
Brad, y'all are killing me here. Im not happy at all right now.
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
Andy
Fwiw, they gave me that same speech and after 2 weeks, no "dealer change" or notification either way.
Called 855 again. They told me that a tech will be calling me soon.
VeteranSatUser, Champion
Thanks for all the updates! I think you would have been better off upgrading to Viasat-2. They would make that happen I bet!
yep money talks on the new plans
Someone said above that he's in Kentucky -- VS-2 doesn't seem to be available here, at least not in central KY.
VeteranSatUser, Champion
I think for "new" customers it is.
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.
VeteranSatUser, Champion
Your zip?
40419. Thanks. Sorry I vanished for a bit, we are in the middle of the big storm front spawning tornadoes just now.
5 hours, no phone call yet
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
You're more patient than I am....that's for sure.
Andy
VeteranSatUser, Champion
That is a LOT of things you need to bring up Andy. I would hope they would listen.
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.
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
Matt B, Viasat Employee
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.
VeteranSatUser, Champion
Joy
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.
Central KY, just inside Boyle County
VeteranSatUser, Champion
Storms around there tonight. Be safe!
Matt B, Viasat Employee
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.
VeteranSatUser, Champion
Your SNR will be real low or negative.
That's the highest I can get my RX power by tweaking the dish, but the SNR never moves.
VeteranSatUser, Champion
You have a failure somewhere. That doesn't look like something blocking the signal.
Are you any closer to getting a tech to look at this????
Are you any closer to getting a tech to look at this????
yes, I had a tech call me today in fact to confirm my appointment for Saturday. next Saturday. He is coming out of southern Indiana, 110 miles away. Ive been sitting at work doing my internet stuffs today. We closed 3 hours ago.
VeteranSatUser, Champion
Yea. I know how it is. You need the internet to do basic day to day tasks now. It's why I keep a backup internet to use.
Good luck Forrest! Exedes service/help is a joke since Viasat merged with them. My Internet has been a joke since I "upgraded" to 25 mbs unlimited a few months ago. BIGGEST mistake I ever made because they think I should pay when it's been a POS service since they sent the new 25mbs mode . I had MUCH better service when I had the 12mbs modem!
Steve Frederick-VS1/Beam314, Champion
Forrest, you will not get a RxSNR reading until the modem connects to the satellite network, so all four icons are lit
Steve Frederick-VS1/Beam314, Champion
Amy Jo, there was no "merger" between Exede and Viasat. Viasat has always been the provider, in business since the early 90s. Exede was just the product name, and was dropped and changed to Viasat within the past year. Just a marketing change to end confusion. I am not of the opinion that their Customer Service has really changed, it has always been an "F" rating, and never customer oriented.
Viasat has not been great, but Exede is worse
No one listens to you Steve....
Don't feel bad Steve. I've explained things to people before....as clear as crystal, only to have them ask a follow-up question that proved that I wasted a lot of good breath.
Andy
Andy
Don't feel bad Steve. I've explained things to people before....as clear as crystal, only to have them ask a follow-up question that proved that I wasted a lot of good breath.
Andy
Andy
Wildblue exede viasat can see people might think been sold I liked the name exede better
VeteranSatUser, Champion
I likeed the name Exede better too.
Steve Frederick-VS1/Beam314, Champion
Same here. I liked the name Exede better.
Being an aviator and flying professionally since '67 i like Wildblue :)
VeteranSatUser, Champion
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
They ended up going with Viasat due to wanting a global name that didn't have any translation issues.
Andy
Andy
VeteranSatUser, Champion
Best to focus on getting it right in America before expanding throughout the world :).
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.
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.
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.
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.
Steve Frederick-VS1/Beam314, Champion
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.
VeteranSatUser, Champion
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.
VeteranSatUser, Champion
Correct on both counts.