Lost signal

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  • Problem
  • Updated 1 year 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 1 year ago

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Forrest

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It seems my beam key changed at the first of the year, that may be why I couldn't adjust it myself.
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Steve Frederick-VS1/Beam314, Champion

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The beam key is changed regularly to prevent users trying to adjust their systems themselves. Only certified technicians have access to the most recent key.
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Andy Schack

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Forrest, if you remember, I mentioned the beam key change in my first response to this thread a couple weeks ago. 

Andy
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david, Champion

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So you still have a pole not in concrete, sort of straightened up? I'd be having another heart to heart with Viasat about your install. If the tech just straightened up a pole in dirt he kind of took Viasat's money and you're still out a proper install.
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david, Champion

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So you still have a pole not in concrete, sort of straightened up? I'd be having another heart to heart with Viasat about your install. If the tech just straightened up a pole in dirt he kind of took Viasat's money and you're still out a proper install. The first good rain and wind you probably won't have internet again and will get to start all this over.

Also, does the DirectTV coax meet Viasat specs and is listed as an accepted type?
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Andy Schack

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Glad they got you back up and running Forrest. I've got to concur with the sentiment that straightening up a pole is almost guaranteeing you that you will soon have another issue. Might not be a bad idea to use something to build a basic form...something 2 ft in diameter and 6 in high....and pout some concrete around the base for added support. IMPORTANT: if there is nothing protecting the coax at the base of the pole, be sure to put something around it to ensure the concrete does NOT come into direct contact with the coax. 

I'm still going to bring up your situation at the next dealer council meeting, which I just found out was going to be out in Carlsbad, CA.....headquarters.....so the top brass should be there. Going to be interesting. 

Andy
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Michael McDowell

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If you live in an area where the ground freezes in the winter, pouring a pad around the base of the pole isn't going to help for long!  By the time winter is over, the pad will probably have been heaved out of the ground and you will still have a problem!
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Andy Schack

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....and that's why you should never take advice from someone like me who lives in FL when it comes to issues in areas where the ground can freeze AND heave. 

Andy
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Forrest

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Welp, I thought all was well and done finally, until they billed me today. They did credit me $87 for the month, thank you, much appreciated, but then they charged me $95 for the service call, plus they raised the price of the easy care and said that dish relocation is no longer covered.


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Andy Schack

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Gotta love that total tax amount. 

Andy
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VeteranSatUser, Champion

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You are correct. The price of Easy Care increased and there is no longer a free relocation.
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Forrest

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It took 30 minutes, but they say they're going to refund me the $95 charge.