New customer, keep losing service, nobody answers at customer support.

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  • Problem
  • Updated 2 years ago
  • Acknowledged
I've had this service for one week now and am extremely disappointed.  Completely lost service two days in a row, call support and give up after 45 minutes on hold.  Magically the service works the next morning, but this is ridiculous.  Is this normal?
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Tim

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Posted 2 years ago

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Bev, Champion

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Depends on where you live, if it's near me then yeah, that's what happened the last two night because of weather, well all last week late evening and through the night too. Thunderstorms at you home or at your gateway will cause signal loss.

Usually when storms happen, the support center gets flooded with calls from people demanding they be reconnected NOW, which is impossible. Check the weather first, then call if it isn't weather. If it is weather, just wait for the storm to let up a bit and, your signal to come back.
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Lee Ann Ferguson

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i feel your pain. ive been having slow connections for awhile now. ive been with them for years. they sadly are going down hill and dont seem too concerned about it..  im not sure if you've tried this when you lose connection or not, but i will completely disconnect my router for a few minutes and then plug in and most times i will get connection back. 
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Exede Lindsey

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Hello Tim, 

It sounds like there was an outage perhaps that affected your connectivity. This is no way normal; if you are experiencing additional connectivity issues then this would certainly be serious and need to be reviewed. If you’d like I can take a look at your account to make sure all is working properly. Please send us your account and contact info to exedelistens@viasat.com. Thank you.