Modem will not connect

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  • Problem
  • Updated 2 years ago
  • (Edited)
My modem will not connect. It has been offline since Sunday. I have rebooted it multiple times. All I get is the top like on, the second light blinks and nothing on the last two. I have sent 3 e-mails explaining my problem and have yet to hear back from anyone and has been more then 24 hrs of each of those e-mails. I call this morning and they tell me that I will have to call back later to set up a service call because they cannot currently schedule one because they are having connection issues. Beyond frustrated right now with the customer support I am getting. We pay a pretty good price for this service and for this to not work nor get proper customer support is a bit ridiculous.
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Sammi Ferguson

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  • frustrated

Posted 2 years ago

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Steve Frederick, Champion

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You will get better results if you send an email to exedelistens@viasat.com. The moderators will get back with you fairly fast in most cases. Include your account number and a phone number along with a description of your problem. Do not post any personal info on this forum as it is very public.
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Brad, Viasat Employee

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Hi Sammi,

Like Steve mentioned we'll need you to either email us at exedelistens@viasat.com or call us at 855-463-9333. This forum isn't linked to your account at all (public forum) nor is it a direct way to contact us. But contacting us by phone or email we can look at your account and see what's wrong with the service. 
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Sammi Ferguson

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Did you not read my comment. I have done both. I have e-mailed and called still not help!
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Brad, Viasat Employee

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Sorry Sammi, 

That's *literally* the only two ways you can get help with this issue. If a service call is needed one will be set up but we can only do that if you email or call. I know you're frustrated but this forum isn't linked to your account in any way, shape or form. You still have to call it in or email us and have us set it up. If you haven't been answered via email it does take up to 24 hours to get a response, the phone in most cases is faster.
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Brad, Viasat Employee

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Also I show no emails by you Sammi. Those other emails did you send them to exedelistens@viasat.com? That's the email address that goes to us on here and is the email it needs to be sent to. We're generally quick about answering those. Anywhere else that will likely end up in a pile to other departments and it could take several days to see an answer if at all. 
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Sammi Ferguson

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Again, awful!! Case # 00849343 maybe that will help you. I have a couple more if you want those as well. As I have e-mailed multiple times. I am currently on the phone with them for the 2nd time but for some reason I cannot get a service call? This is ridiculous!!!

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