Spotty service now nothing

  • 1
  • Question
  • Updated 2 years ago
  • Answered
No service for 24 hours.  Can't get through to support because they are aware of an issue.  Has there been news on what's going on?
Photo of Robert Mach

Robert Mach

  • 36 Posts
  • 3 Reply Likes

Posted 2 years ago

  • 1
Photo of Exede Lindsey

Exede Lindsey

  • 1827 Posts
  • 163 Reply Likes
Hi Robert, 

I’m sorry to hear you have been without service for such an extended time. As of now, I’m not aware of any outages, please send us your account and contact info to exedelistens@viasat.com and I can take a look at your account and see if we can get you back up and running. Thank you
Photo of Robert Mach

Robert Mach

  • 36 Posts
  • 3 Reply Likes
I have had service restored for about 60 minutes now.  Hope I am over that event.  Thanks all for your help.  Love my wildblue...
Photo of Robert Mach

Robert Mach

  • 36 Posts
  • 3 Reply Likes
There still must be an issue being worked since my service is going down for 5 to 10 minutes at a time since yesterday afternoon. 
Photo of Diana

Diana, Viasat Employee

  • 2243 Posts
  • 424 Reply Likes
Hi Robert,  Please send an email to exedelistens@viasat.com with your account information so we can properly and correctly address your internet issue.  I'm not aware of any issues in your area. Thanks in advance.
Photo of Dalynn Grant

Dalynn Grant

  • 3 Posts
  • 1 Reply Like
Watch it this keeps happening to me I have new sat,new modem n still keep losing connection. I have problem again no service guess what another service call n no Internet for another week happens at least once a month now.
Photo of Robert Mach

Robert Mach

  • 36 Posts
  • 3 Reply Likes
I had good service yesterday but lost it again this morning.  Been down for over 2 hours.  Talked with support and they were not aware of any current issues.  Service technician will visit me early next week.  We shall soon learn where the problem is. 
Photo of Diana

Diana, Viasat Employee

  • 2243 Posts
  • 424 Reply Likes
Robert,  Thanks for letting us know.  I'm glad you called and have an appointment scheduled.
Photo of Robert Mach

Robert Mach

  • 36 Posts
  • 3 Reply Likes
Service regained after about 5 hours of inability to lock onto satellite. 
Photo of Robert Mach

Robert Mach

  • 36 Posts
  • 3 Reply Likes
I called in to support to report I was back online.  For the first time I was advised an outage had occurred at my gateway.  Tech support said that outage may not be fixed.  I will keep my appointed visit from the local tech support however I feel better transparency from the get go on what is happening would have been really appreciated. 
Photo of Diana

Diana, Viasat Employee

  • 2243 Posts
  • 424 Reply Likes
Robert,  If the outage has been posted when your account was reviewed, we would have informed you. Our goal is to always keep our customers aware of outages when and as they occur.
Photo of Robert Mach

Robert Mach

  • 36 Posts
  • 3 Reply Likes
Diana; the nature of your service means many of the customers live in rural areas, outside an available cable connection.  These people often do not turn there computers on more than a few times a day.  Many are out farming.   I understand in talking with tech support that you don't know when there is a problem until customers call in to say 'hey, no service here'.  So since I use my internet connection constantly streaming financial data and it goes down and I call in to report it, the first thing that happens is 'well, no one else has called in so it must be on your end'.  Tech support needs better tools so they can be as transparent as you say they try to be.  If the Denver gateway continues to provide only ratty service as I am experiencing then unless hundreds of customers call in you guys think everything is cool.  I'm in rural Nebraska and my service has been terrible.  Thanks for your reply and thanks for trying to help.