Service Call vs Customer Service

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Has anyone who has been experiencing the low speeds that I have (<1.0 Mbps; I would bet that's the majority of you!)  actually been helped by a service call?? I've given up any hope of getting help from Customer Service after multiple calls that have resulted in no help and no improvement. I'm thinking of get someone to come out and check my installation et al as a last ditch effort to see some improvement. Thought I would see what the consensus is before calling.
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Steve F

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  • screwed and hopeless

Posted 2 months ago

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Greg Ritz

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Check your speeds during none congested times (1am to 8am) when you know you are not over your unlimited limit (not being throttled). If your speeds are not good then, you probably have a let up issue. My speeds are sub 1 every evening but 12 to 15 when not in congested time periods.
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Steve F

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I hear what you're saying, but I'm not paying for decent speeds only while I sleep! I have used 22 of my 150 gb allotment so far this month. It is early afternoon and my speed is <1. Evening is a given as it's always <1 ever since they started offering the unlimited plan.
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VeteranSatUser, Champion

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I am getting around 100 - 250kbps right now. On Sunday mornings I have seen 14Mbps+.  So yea.  All depends on the time of day, the beam you are on, and how busy it is.
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Greg Ritz

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I agree with you completely. I have the identical service. The salesman told me I would be able to stream HD in the evenings. They can say anything to get the sale because the only thing that maters is the contract with the famous quote " Up to" speeds. No guarantee. I was furious as it is near useless for me. I had to keep by DSL for evening use as it gets 3 much of the time. The only reason I went with excede was to get 15. I too was told life would be great with Viasat 2 so I waited. However, they have no good plans in my area and congestion only got worse on V1. I wish there was a better way to warn people in overloaded beams before they lock in.
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Steve F

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I live in Oklahoma. You would think that Oklahoma wouldn't be overloaded. Perhaps cable internet will extend to my location one day before I die!
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Old Labs (VS1-329-L12FZ)

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On some occasions, yes a service call helps. My signal had steadily degraded over the years; for several years I monitored my Rx SNR at http://192.168.100.1/?page=modemStatus

It had steadily declined from 7.9 dB to under 4.0 dB. An installer's realignment of the dish, as well as fixing the cause of why it steadily degraded over time, provided more reliable service, consistent speed, fewer drops. less susceptibility to rain fade and Rx SNR now ranges between 7.9 - 8.3 dB (typical for my area in the beam footprint).

Customer service "should" be checking to see if a service call is warranted and schedule one. I  maintain a direct relationship with my installer/dealer and avoid the middlemen - then again I pay him directly and get better overall attention.

Other than that there are some other known circumstances that can cause slow "speeds" all the time (as opposed to simply peak usage periods). Most frequently that's due to the substandard WiFi capabilities of the Viasat WiFi modem (wireless access only and wired access is normal) - a test using a wired connection is recommended and if isolated to the WiFi most will opt to get their own reputable router and connect it using the now available bridge mode on the Viasat combo modem/router devices.

(Edited)
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Steve F

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Thanks for the feedback. I especially like the idea of cutting out the middle man!
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Steve F

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I also have noted that my monitor always says that “software failed to load”. Customer care doesn’t seems to think that’s a problem. I think it is because the word “fail” actually means something.
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Dave Eicher

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I am showing 9.5 mbps download and 1.04 mbps upload speeds and we have a good storm out there
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Steve F

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Consider yourself blessed! Sometimes being in the minority is a good thing.
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Wes McCann

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My voice would have to say that, although the installer did a good job, he made a mess outside, and left his zip tie ends and wire scraps laying in the yard. Customer service calls have been 50/50, 95% of the time I get a call center in Eastern Europe/Asia that has extreme background noise, and the reps have such thick accents I can't understand but every third word MAYBE. Still the reps can't help me fix this:

Since the beginning of Sept, around the 7th or so, I was getting authentication errors, and NO connectivity intermittently. Basically, the service was unusable, so I turned off the modem and used my cellphone.

On the 5th I was interested to see if I was getting ANYTHING for my money, and turned it back on. Modem shows good (as always), good strong signal, even shows data flow(sent/received). I was excited, but then the bottom fell out. For about 10 minutes I was able to surf and actually USE what my money paid for. On my PC the network icon, and the settings portal show everything as good (most of the time), when there is no internet at all. Sometimes I actually see the yellow /!\, most of the time not. Either or, NO INTERNET after about 5-10 minutes.

Customer service says everything looks fine. Reboot, hard reset modem, everyone knows the drill here.

So, I'm thinking it's my ethernet adapter (silly me), so I grab a usb>ethernet adapter. Again works for a few minutes, then the internet tanks, and sinks to nothing. Reset/reboot modem, another 5-10 minutes internet, then nothing.

The bottom-line is pretty simple here, I am not getting any sort of service anymore, not for going on two months. Not slow, not intermittent, a few minutes NO MORE, and DONE.

I am posting this using my cell phone, which is another 60$ a month for unlimited data, added to the 110$ to Viasat for what amounts to a promise of service, and about 75% delivery SINCE I signed a 'good money after bad' contract.

It just seems to me like Viasat THINKS they have coverage, but they DON'T. OR, the hardware (modem) is garbage. Or maybe it's about the beams, in which case, I think a contract cessation is in order.

What amazes (and angers me) is that from March-August everything worked great! I needed a re-alignment in August. But the service was fantastic. Now it's garbage, and I feel cheated, like a stupid mule following a carrot.

A 'service' call has been scheduled for next week, then we'll see what's what.




(Edited)
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M.E.M.

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Wes McCann:
Are you using Window 7 or Windows 10?
If so, are you connected to the router with an ethernet cable or with wifi?
If you are connected with an ethernet cable, do you know how to find the ethernet adapter duplex settings?
If so, make sure it is not set to automatic and change it to half duplex or full duplex, depending on what works best for you. There could be a mismatch of this setting between your router and your computer. It has to do with signal transmission in both directions simultaneously or not.
Your problem may be caused by the adapter continually trying to renegotiate a better connection, looking for better ones.
If this is your problem, then a service call will never identify this particular problem.
(Edited)