Repeated service appointment no-shows

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  • Updated 3 weeks ago
  • (Edited)
Been without service since 8 October. First service appointment was scheduled for 12 October. Tech came out and would not go on the roof of my two story house. Said he’d be back on the 13th and didn’t show. Since then, I’ve had three more scheduled appointments that have been no-shows, most recently today (20 October). Have not received any calls from techs or Viasat to let me know they weren’t coming. Is there any way to fix this so I can get my service running again?
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ChuckS1

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  • very frustrated

Posted 4 weeks ago

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Ronald Stricklin

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You should call Viasat directly. 855-463-9333. This is very likely a viasat contractor instead of someone that works directly for Viasat.  I'd say contact the cancellation department. You don't have to cancel, it's just that it's manned by employees that work directly for viasat. They can escalate this and have someone out there quicker. Also ask them if they might give you a discount for your inconvenience. Usually they will because this makes them look bad and they are good about trying to make up for that type of stuff.
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ChuckS1

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I’ve called Viasat each time to schedule and reschedule appointments. Nothiing seems to work.
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Ronald Stricklin

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Again, call them and talk to the cancellation department. You will get much different results. Viasat uses third party call centers that aren't even in this country, like everyone else. The cancellation department works directly for viasat. They are the customer service reps that are meant to keep you from canceling if they can and they don't mess up resolving issues like this.
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ChuckS1

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I called the cancellation department and the best they could apparently do is schedule another service appointment for Friday, 26 October.
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S Taylor

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When it happened to me the contractor would leave a vm rescheduling for another day. About the fourth time I called the contractor and asked to speak to the field supervisor. He got me scheduled asap.
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Dio Brando

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Do you know whats wrong? Go to 192.168.100.1 and share your screenshot here
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ChuckS1

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So, problem finally solved, no thanks to Viasat. I called a local installer yesterday (Monday 22 October) and got scheduled for a service appointment this morning (23 October). Turned the problem was that the coax connector on the end of the cable coming into the modem from the dish had come loose. Replaced the connector and problem solved.

That being said, still pissed about the four no-shows and the absolute disregard Viasat has for its customer service. I’ve been a customer since 2005 and this has been the worst experience I’ve had with them.
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Old Labs (VS1-329-L12FZ)

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Keep the local installer on speed dial - it's easier than going through customer care ;)
(Edited)