Phone Support Hold Times

  • 1
  • Problem
  • Updated 9 months ago
My Viasat internet has been down twice in two days and today, since my phone app says (incorrectly) that everything is working normally, the online chat sent me to phone support. Hold time yesterday was 60+ minutes and today it is 78 minutes! How can you expect people to be on hold that long? That is unheard of---I can't really believe it. I would love to know if that is common or intentional.  That does not feel good as a customer.
Photo of Susanne Larsen

Susanne Larsen

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Posted 9 months ago

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Brad, Viasat Employee

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Hi Susanne,

I'm not really sure why the long wait is going on but hopefully you were able to get an agent by now. You can send an email to viasatlistens@viasat.com but those typically take 24 hours to reply as we do first come, first serve and the weekend may extend that window. 
Photo of VeteranSatUser

VeteranSatUser, Champion

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I suspect with it being this time of year the system is slow and more people are therefore contacting support for help.