I had ViaSat installed on February 13th. And then things went south...
33 days of no service at all
Two technician complaints
Four replacement modems
Seven technician visits
Most likely over 30 hours on the phone with technical support
Based on service call costs and an approximation for hourly rates by their technical support personnel my guess is that ViaSat has spent around $1500 trying to get an operational customer.
Finally, the system is semi-operational.The HQ technical support personnel (six separate agents) insist that they should be able to ‘see through’ the VS2 modem and see a system on the other side. Absent that they cannot maintain the system according to them. At this juncture they cannot see even any of the technician’s laptops connected to the modem. So, we are going for the eighth service call this Monday.
Since I am within the first 90 days of service none of this cost me with the exception of my time.
The question for the group is are the field and HQ technicians correct – should they be able to see the laptop on the internal side of the Bridged modem.
If the answer is no, then how do they do maintenance?