Need your guru advice on my next step to take

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  • Updated 4 months ago
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I have been an Excede/ Viasat fan since switching from Hughes and have had great service. But the past few months have had issues with slowness, disconnects ( beginning to really hate flashing white circles), etc. So last week I checked my service on messenger and got this:

Dish Health:
We have detected an issue with your antenna (dish).

Since I work from home, I went in to a panic mode and emailed viasatlistens, knowing full well it was Friday I certainly did not expect a response for a few days. (Case # 02091736 regarding your Exede Account has been received. ref:_00D70K0Rw._500t0BDb9f:refInbox
x)  But still as of today have gotten no response
This morning I woke up to a flashing white circle, and after checking hook-ups, resetting, unplugging and plugging back in, with no results I called in. I am an Easy Care customer. After going through everything I had already done, I was given a work order and a number to call to set up for a tech. Called and Ben @ Infinity 8 had a full mailbox and I could not leave a message. I called the number I received when I got Excede set up and was able to leave a message with the same Ben.  Still have not received a call back from Infinity 8. ( Not the first time of never receiving a call back)

My 70 year husband ended up on the roof to check the Tria for moisture, there was none, but noticed the dish was a bit loose. He tightened the bolts, and YAY!, its been working great since, and no error message after checking my service again with my dish.

But here is my question. What would have been my next step??.
As stated before, I work from home and cannot afford to be sitting around waiting for a response, much less a resolution.
What say, my experts??
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sherryanne

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Posted 4 months ago

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VeteranSatUser, Champion

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Email viasatlistens@viasat.com, explain your situation, and wait from a reply from one of the mods on this board. Conversely, call back in to tech support and explain you are unable to reach (or have not heard from) the dealer.

Is this a test?
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sherryanne

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Thanks, and no, this is not a test :) 
Was it a dumb question?
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Jim16

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No.  There are no dumb questions on this forum.  You need to have your dish attached better and re-aligned.  
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Andy Schack

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Even though your husband got the modem back working, I can guarantee you that the dish needs to be peaked. Call customer care and have a service call set up. Forget that Ben character....consider him a has-Ben. Sorry....it was like a slow pitch directly over the plate. 

Andy
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Russtytrucker

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 I was given a work order and a number to call to set up for a tech. Called and Ben @ Infinity 8 had a full mailbox and I could not leave a message.
With all the stories about shady techs, if I ever had a problem I would just switch to Hughes. Bounce back and forth every 5 years or so between Viasat and Hughes, however long the equipment lasts. You always get good service as a new customer.
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sherryanne

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Thanks for the smile, Andy :D  Glad I already have a work order. I will be calling tomorrow- Thanks guys!
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VeteranSatUser, Champion

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And no.  It wasn't a dumb question.  I meant the exact opposite.

You asked a sane and rational question on this board to people that can give you sound advice and counsel.

That is a rarity on this site anymore.

Now, where did I put my popcorn?!?!?!

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sherryanne

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Love that popcorn!!
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Matt B, Viasat Employee

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Sherryanne,

I found your case (not sure why it wasn't responded to...) and looked up your modem.  I can see exactly when your husband tightened the bolts on the dish.  Your signal jumped from less than 2 dB to over 6 dB immediately!  

I agree with the answers above.  Get a tech on site to make sure everything is good.  You have EasyCare, so make use of it! :-)
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sherryanne

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Thanks, Matt- I called today and Emily 'flagged'  a message to my dealer and also started the process to change the sale channel. Haven't heard back from my dealer yet today. We'll see next week- and kudos to Emily! She is awesome- Keep her!