Removing equipment

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  • Question
  • Updated 5 months ago
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  • (Edited)
I have to remove the equipment from my roof that you installed????? Wtf???!!!!!! I cannot wait to cancel this horrible service, but for you to ask me to climb on my roof to retrieve your equipment is absolutely ridiculous! I will be contacting the media to report this.
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Sheri Hill

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  • ANGRY

Posted 1 year ago

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Brad, Viasat Employee

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Hi Sheri

We can send a technician to retrieve it for you. 
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Spinninghorse, Champion

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Brad - Does that cost?  When I left Hughesnet, the same thing happened to me, only they never offered to send a technician. It was left up to me to handle, so I contacted a 'repair' person and they handled.
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Sheri Hill

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The 'What you should know before cancelling' page said if a technician has to do it, it's $125.
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Spinninghorse, Champion

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I think I paid $75. 
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Ken

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If you have EasyCare, have them come move it to the ground and then you can get to it easily. ;)
  • Annual dish relocation: Remodeling your home? Planting a new tree? We’ll move your Viasat dish to a different location at the same service address up to once a year, for no additional charge.
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Sheri Hill

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Good to know! Thank you!
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Old Labs (VS1-329-L12FZ)

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Before digging an even deeper hole (no pun intended), do take the time to read the Easy Care Plan Addendum in the customer agreement.

https://www.exede.com/documents/master/customer-agreement.pdf 

If you terminate your EasyCare Plan subscription within ninety (90) days after subscribing, Viasat may charge you for any service call charges that would have been applicable to you if you had not subscribed to the EasyCare Plan.


Also note the conditions required for a move and there would proabably be charge for switching over to a pole mount anyway. Unfortunately that customer agreement also states that Viasat is not obligated to de-install the equipment so they gotcha...

Find a local installer/contractor/handyman, who might come out an take it down for you and for much less. As noted elsewhere only the TRIA from the outdoor unit needs to be returned (as well as the modem/indoor equipment). However, if looking to also remove the dish on a penetrating roof mount you'll want to ensure the holes are properly sealed/repaired (remove cable, patch entrance holes, etc). 
(Edited)
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Bev, Champion

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Call the guy who can't cook and, has a wife the burns everything - offer him a meal to go get that TRIA - done. (That's how I get my step son in law to do stuff at my house - feed him.)
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Stephen Rice, Champion

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(Edited)
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Justin Congdon

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For an additional charge.. like everything else with this company. Just dug my dish-post out of my yard. Horrified to find it set in over 200lbs of concrete, buried nearly 3ft deep in my yard. Ecstatic to be done with this service.
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Stephen Rice, Champion

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That sounds like a really good installation.
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Andy Schack

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That is per the installation guidelines.....3 ft deep, 3 bags 80# concrete. Smarter thing to have done would have been to use a saws-all to cut it off at ground level.....or, take the dish off, paint the pole brown or green and put a bird feeder on it. 

Andy
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Michael McDowell

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LOL...  I was just thinking the same thing!
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Nathan Hart

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But doing that wouldn’t support his cause.
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Nathan Hart

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But doing that wouldn’t support his cause.
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Stephen Rice, Champion

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I wish mine was mounted that good. I have a roof install.
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Andy Schack

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Tough to get that much sakrete up a ladder 

Andy
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Justin Congdon

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Great suggestions fellas. Trouble is it was in the way of a construction project (both the above and below ground material), and is junky looking to leave in place anyway. I agree though, a VERY good install. If I hadn't needed it gone, it would have lasted decades.

Take care!
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GabeU, Champion

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For an additional charge.. like everything else with this company.
Yes, for an additional charge, as it should be.  Companies often do things for free to get a customer's business.   They don't do the same to help a customer end it, nor should they.  

I also find it interesting that so few people actually research a service they're buying, nor do they research what it takes to end it.  
(Edited)
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Paul Adams

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Some disappointed customers actually do the research before they buy, but cannot find the relevent info, or are mislead. On the silver unlimited plan  I expected 3 mbps upload speed (to use for livestreaming) but my Viasat service is actually no better than my DSL (which is only 0.7 mbps), and less reliable. Their literature claims YT streaming at 480 p ("typical") but says nothing about severely throttling uploading. The rep that sold me the system said it would be much better for livestreaming than my existing dsl service, which it isn't. I''ll stop Easycare after the first 3 free months and when the system dies (which I expect sooner than later) I'll haul the junk down from the roof and pay the cancelation fee. 
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Susan Doran

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When Viasat says they will be happy to send out a technician, it's because they will bill you for the service -- $95.  How's that for helpful.  
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GabeU, Champion

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I've no doubt that some people find paying someone else to perform what may be dangerous for themselves to be well worth it, and "helpful".  
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VeteranSatUser, Champion

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This has been a complaint by others, especially senior citizens. I can understand that.


I am thinking of moving to a pole mount with Viasat-2. It will cost more in the short term but has its advantages in the long term. Plus if I decide my next roof will be metal, I won't have to get the dish moved then.
(Edited)
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Bev, Champion

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Mine has always been a pole mount, trees here require that but, even if not, a pole mount is a good way to go, less hassle if remodeling or canceling and, easier on technicians when you do need a service call.
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VeteranSatUser, Champion

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Not to mention brushing off snow on the dish in the winter, but then, you would know that much about that where you live :).
(Edited)
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Bev, Champion

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Nope, have to go wash the moss off the dish now and then - grows on EVERYTHING around here. No kidding, park a car outdoors for a week and, there will be moss growing on the back of the mirrors and, a few other spots.

I've got a shady area in my side yard, looks like nice green grass until you get close - no grass, just moss.
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Stephen Rice, Champion

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You don't have to remove the whole dish from your roof, just the LNB. Depending on your installation, all you should really need is a ladder and a screwdriver. I know, because I canceled Exede service several years ago and now I am back as a happy customer.
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johnny c

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Before Direct TV there was Prime Star, the first sat tv in the area.  At that time i had rabbit ears, lol.

I remember standing holding one antenna to get a somewhat good picture, watching PBS to see Stevie Ray Vaughn.

When they, Primestar, came out i told them no way would i even think about having anything on my roof, nor would anyone but me or a roofer go on my roof.  So they said hey, lets put it on a pole where do you want it?  I picked a spot about 50 feet from the house, out of sight of the front of the house, having 30 acres, but a lot trees we had many options for a SW shot.

That was around 2000, DTV took over from Prime Star, and then a few years later Wildblue came on board, then Exede, and with my off air antenna, now i have three poles out of sight, all easy to get to and together, my own antenna farm.  So when its time, a 10 foot ladder and i can take it all apart.
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Spinninghorse, Champion

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I had Primestar in the late 90's and it was on a post. When DirecTV bought it, their dish was on a post. All in CA. When I moved to VA, all have put them on the roof. After 17 yrs it looks like I am searching for ET.
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computer1949

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Call and ask exede if they charge to remove equipment if so ask if you could speak to the president of the company or write exede a letter adderess on site.then they should wave the fee
(Edited)
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computer1949

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Send a letter to the VP

Have a suggestion, compliment or even an issue you'd like our Vice President of Customer Service to know about? Every letter we receive is reviewed and acted upon promptly so please include your full name, Exede service address and your account number to ensure a quick response.
emailicon

Viasat VP of Customer Service
P.O. Box 4427
Englewood, CO 80155
(Edited)
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Sheri Hill

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Thank you for your help!
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Brad, Viasat Employee

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I would actually recommend the opposite. Not because I want to deflect or anything but honestly they'll look at where it came from see that it originated here and it will come back to myself or my coworkers here. If you email it to viasatlistens@viasat.com it'll go to us. We're in the corporate office, myself and the other members of my team on here are corporate employees so we'll take care of you.
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Brad, Viasat Employee

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plus it'll be several days faster than a letter :)