What's up with extra charge for pole mount?

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When we got our satellite the installer said he couldn't put the dish on our roof and we had to pay extra for a pole which was set very shallow. He was told that it was going to move with frost heave and it was too shallow to stay and he told me "No problem, just call and we'll come back and fix it." It lasted a few months then lost signal-I called the tech that came out said no problem and moved it to our roof since it was the type they could use. I was charged $99 for a service call because of the first installers mistake. Is this usual practice?
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Janet Young-Schaible

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Posted 3 years ago

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Knight Rider

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In a way no and in a way yes.  Just because the first tech messed up and didn't do a proper install don't mean then when someone else comes out to fix that persons mess that they shouldn't get paid.  Now that being said Exede will most likely have you send them an email with your account and contact info and see what they can do for you. 

As far as the pole mount, I think the poles are 9ft and suppose to be in the ground 4 feet and then about a foot of concrete to help stabilize it.  when done properly there are no issues with pole mounts and a lot of installers use them rather then having to risk their lives climbing on roofs.  Also should you ever cancel it's a lot easier to remove the tria from the dish on the pole then from the roof.  I had a pole mount when I had HughesNet for the past 6-8 yrs and never had a problem with it and still have a pole mount now with Exede.
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Janet Young-Schaible

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The pole would have worked fine if it had been stable. It was in the ground about 18 inches.
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Knight Rider

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I totally understand and and as Jim stated Techs cutting corners and not following ViaSat mandated standards should be reported.  It's not fair to you as the customer and ultimately in the end costs the company money having to pay a second tech to fix the issue on the companies dime via refunds/ credits to accounts.
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Exede Lindsey

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Thanks for reaching out and bringing this to our attention, Janet. This is not the experience we want you to have nor is it the way we do business. I apologize you had to go through this, the second tech that did the service call has to get paid for it but a credit should have initially been placed on your account to cover the fee. Since the first install was done improperly we would most certainly like to assist with a credit or refund placed to your account. Please send your account and contact info to exedelistens@viasat.com
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Janet Young-Schaible

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Thank you, this is very much appreciated. 
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Jim, Champion

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Pole mount requirements include:

Pole must be thick wall 9 gauge or schedule 40 steel
Hole must be at least 36" deep
Bottom of dish must be at least 5' above walking surface
150 # concrete required
Buried coax must be in conduit or be burial, "flooded" cable

Techs can charge "reasonable" fees for pole mounts. In my opinion "reasonable" means $90 to $125. Some dealers cover the cost of pole mounts but usually the installer has to provide the pole and concrete. A proper pole and concrete will cost about $50. Techs not meeting the minimum requirements should be reported to ViaSat. 
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Janet Young-Schaible

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We paid $50 for the pole and concrete after we were told that our roof was not suitable, which was total BS according to the guy that came out and moved the dish when our connection went down. 
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Jim, Champion

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If he did it for $50, I doubt if he used the proper pole. You can get poles for less than $10 but the required 9 gauge, schedule 40 will cost about $30 to $40. Again be sure this guy gets reported so no one else has to go through what you did.
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Kaotic Technologies

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The part I dont like is when you say you and the tech actually had a conversation about his failure. ...

It was set shallow and wad told it would move in fost situations.....but just call me back out, and ill come fix it.

Its not right yoy got swindeled........ but I heard red flags in the story.

Should have said, hey! Do your job or ill call exede.....

Next pole I do, Im going to be like, naw, I dont feel like digging...., 12 inches...... yea deep enough
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Janet Young-Schaible

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The nice fellow that came out to fix it didn't see how deep it was set-just that it had moved a bit and that it could have been roof mounted easier than digging a pole in. The installer just wanted to make a $.  If I had known the specs for installation I would have pushed it but I was desperate for internet since I work from home on several websites and the old service I had was slow and only 5gb which ran out really fast.