Ship exchange modem with prepaid return label

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  • Updated 3 years ago
I have experienced intermittent Internet connection problems for about 1 year. My professional experience indicated my modem was the problem, but waited until it created a hard failure. At the end of Feb, I called & asked for a replacement modem. The technician didn't call me so I called the tech & left a msg that no one had called me to schedule a repair appt. A contract tech called me & scheduled an appt for Friday, Mar 4th. He arrived & told me my modem needed to be replaced, but didn't have 1 in his truck. He told me as soon as the replacement modem arrived he'd call me & schedule an appt date. Friday, Mar 11th I called the tech, but he didn't have a voice msg box. I called the original tech & left him a msg that I couldn't reach the contract tech & he returned my call saying he had arranged a replacement modem through Exede, but not to call until 4pm. Following his instructions, I called Exede & person appeared to have no information regarding my issue other than the issue had been closed. Since the installation is at my rural ranch & the modem exchange was much as easy replacement, I asked if Exede could ship me the replacement modem with a prepaid return shipping label where I could save a tech a round trip to my ranch. I was told the company wouldn't allow this type of transaction. Why not?
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David Leland

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  • frustrated

Posted 3 years ago

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Steve Frederick, Champion

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The modem must be provisioned before it will be operational. This must be done by a certified technician. It cannot be done by the end user.
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Diana, Viasat Employee

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Hi David, Steve is correct. At this time we do not allow self-install of SB2 modems. Please send your account and contact information to exedelistens@viasat.com and we will look into this further.  Thank You.
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David Leland

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I was told that a tech would call me in 30-45 minutes on Friday, Mar 11. I'll call again on Monday morning to try to get a tech that covers Gonzales Co., Tx with a modem to call me to schedule an appt at my ranch since I'm staying at my Houston home. If Exede can't properly "provision" the modem remotely for another location, they need to find a better solution for their rural clients. Meanwhile, I've been w/o service since Feb 20 when I knew then that the modem needed to be replaced.