service call completed still the same problems

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  • Updated 2 years ago
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service call completed but still the same thing, also caught the tech lieing several times. ok so 1st he was gonna change out the modem, well he went to his truck got a modem , took my eyes off of him 2 seconds,, he had a modem hooked up well I looked and it was the same one that I already had hooked up so I was unplugging the old one(which was still hot from being on) he said oh I already changed it, umm no, he kept saying he put the new one on already but what he did not realize was the port on the old one was yellow and the one he got from vehicle was grey, so he admitted it's been a long day lmfao ok good now do it, so he put that one on and it did not work either. so he went to the truck and got another one , finally it worked but the problem was still there (loseing sync) he checked the cableing (looked fine) so he got on the phone with his boss, went to his truck and got a tri out stood on phone a few mins, got off phone put the tri back in van, walked around to dish looked agin, came inside (everything looks good) then he left.well still does not look  good. he put in the notes that he pointed and peaked it (which he did not) after I ask him was he gonna do that he said "it don't need it"   it don't need it but you  put in the notes you done it? on the original install the signal showed 3 of 4 satellites lit up for the past few months it has been a 1. and loseing sync is definitely an issue that is trying to be blowed off as   no big deal ?
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Josh

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Posted 2 years ago

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Josh

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also when he was provisioning the new modem he said I was on liberty plan which is also incorrect and needs to be fixed. I had 0 of these issues on the original install. the signal was at a 3 and never lost sync so I expect it to be like that agin.
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Old Labs

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The colored satellites aren't an indication of signal strength - only one should be colored at any time. They are an indication of frequency range (high vs. low) and polarization (left vs. right) yielding 4 combinations and each color represents one of those combinations (high-left, high-right, low-left, low-right).

All explained in a post by a ViaSat employee at:

https://www.wildblueworld.com/forum/showthread.php?7989-My-modem-changed-gateways/page3

See reply number 27.

I'd guess it allows squeezing more bandwidth out of a single beam (analogous to having 4 channels per beam or something like that).

P.S. It's my understanding that the eSVT tool identifies what plan ViaSat thinks you're on (but perhaps someone having access to it can verify that).    
(Edited)
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Bev, Champion

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Yes, ESVT does state the plan you are on at the top of the main page.
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Josh

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yes esvt shows the correct plan but when he went to provision the modem it showed him liberty10 this has happened once before and it was fixed, it was showing me on 2 separate plans at the same time which was confirmed that was why my data was counting duering my free zone since 1 of the plans did not have free zone. as of rite now everything is working as it should.
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Diana, Viasat Employee

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Hi Josh,  Please contact us at exedelistens@viasat.com. We'll make sure you are on the correct plan and review your service call. Thanks. Exede Diana