Why do we have to pay to adjust their antenna if we are renting it?

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Why do we have to pay $100 per visit or $10 a month for them to be able to come out and adjust our antenna that we are renting from you? Seems like every time a bird or something goes over, we loose signal. We have lost connections everyday for the last couple of weeks then we are told our antenna is off and it will cost us. Also wondering when the congestion will stop and we we can expect what we are paying for. Isn't their customer service of their equipment include servicing what is ng wrong and keeping their equipment in working order? Only see Hi speed 25 mb normally between 3 am and 5:30 am....Even running test falls short. Guess your service is still overloaded and you can satisfy what you are adverting.
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Tom Stephens

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Posted 7 months ago

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Bev, Champion

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We pay for service calls because the technicians are NOT Viasat employees - they are independent contractors, small business owners, authorized Viasat dealer who do not work for Viasat. We can't expect them to work for free.

We can pay for a service call when needed or, we can pay the small Easy Care fee each month and, let Viasat pay for the service call when it's needed. Either way the technician gets paid and, isn't having to work for free.
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Tom Stephens

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I agree on that part. I was an on the road tech many years ago. But be upfront. That is why I chose to lease the dish instead of buying it as they told me "alignment" would be included in the monthly fee. Which would be ok it wasn't abused. But when I was on the phone with IT Mgrs about speed related issues when we upgraded to the 25-25 plan a few months ago, why didn't they same something then? The results from he dashboard are within the same limits and they told me it was due to congestion..
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Tres Bien

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So, what are your choices as you see them?  Apparently, getting your antenna adjusted for free is off the table.  So, a quick rant and vent followed by practical problem solving would probably be in order.

Seems to me that your choices are 1) accept no service and wait for the next goose to flat spin into your dish or 2) pony up the cash for the service call or 3) go do some wiggling yourself or 4) any combination of the first three.

It seems to me these days that all things that occur are the result of all things that have occurred.  If you indeed need a specific "why" then just pick one; but I seriously doubt that there is any answer that you would find reasonable and acceptable.  I would offer only that on some kind of an arbitrary scale, having to pay for antenna adjustments is a lot worse than Dyson's maintenance and repair policies but a heck of lot better than having terminal cancer or living in one of the countries that the US has singled out for special treatment. 

Having lost a few things in my life and now, living a life of utter poverty, it is still easy to appreciate how very privileged I am.  I don't mean to diminish how exasperating seemingly unreasonableness can be but I sincerely believe that exasperation wanes as perspective gains.

Good luck with that wrench and whatever warranty silliness is in play.
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Jim16

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I like this guy!!
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Tom Stephens

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I guess I will have to go "wiggle" my ass up on the roof and adjust it myself since every tech I talk to has a different story. In short, I was told at beginning, if I lease, they will take care of problems and alignment issues on the dish. We upgraded to the new plan since our old plan was gone and we needed a faster speed. IT Mgr told me my dish settings were fine and said connection speed was due to congestion on the network, not me. Only time I really get full measured speed is at about 4 am EST. Why should I pay for something that I am already paying for, or atleast I was told I was .... But I do understand your point and hate "donating" more money to a service that is already covered.
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Michael McDowell

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If your system is able to get "full measured speed" at any time, it doesn't sound like a dish alignment problem.  Although, there are times that my system does get speed tests much better that advertised, so a dish alignment might help some.
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Tom Stephens

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It does not get "full" speed. It varies is what I am saying. Sometimes 10 to 14 and the only time we get the full 25 mb (according to tests is around 4 am or so. Download speeds start at actual downloading 1-2 mb and then drops to 240 kb or so during "free" times and during the day we average speeds downloading at 500 kb or so and then dropping. My main issue is that they said all was well when we did the upgrade and blamed the speeds and connectivity issues on the congestion and time of day. Not once did anyone say it was misaligned. Now when I called and asked if there was an outage in our area as it was out for a few hours, they said we were misaligned.
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Michael McDowell

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Tom,  My point is that, if you can get full speed at ANY time, then your dish is not misaligned.  Unless, for some reason, it is moving around.  Maybe the mounting is loose or something and it is moving when the wind blows.
(Edited)
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Andy Schack

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Tom, why not put 192.168.100.1 in your browser and that will take you to your modem's dashboard. Depending on the modem you have, somewhere on the "modem" page it will show you the signal level. Take a look and post back.

Andy
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Tom Stephens

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I did. And I also found out that my alignment was off from a Viasat tech when we lost signal a couple of weeks ago. The results are within the same range as they were a few months ago when we had a few techs log in and try to figure out why the new plan we upgrade to (25-25) was still getting the about half the download speed and they told me it was due to computer settings (I was an IT Tech) and also due to congestion. So if the alignment was off then, why didn't they tell me that at first, then I would have been more than happy to do what it takes. Now after the fact they say it is now this problem. Be upfront and all will be ok. Don't make excuses.
I also heard that the "new" satellite they put up there is now lost somewhere and they can use it as planned until they are able to get it back on track. They don't want us to know that and still believe that is is up there helping us. 
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Bev, Champion

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Viasat 2 isn't lost, it did suffer an antenna failure but, it's in it's correct orbit and, it is providing service, just not quite as good as if it didn't have the antenna problem.
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Ron Frank

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Years ago, call after call to tech support about slow speeds always resulted in "we'll send a tech out".  They would send a tech out to visually inspect everything and run tests.  They would tune the  dish, one even changed the mount itself, which he claimed was installed upside down?    Obviously I blew a gasket when they started charging $100 a shot for these routine visits when they never found anything wrong on our end, and our speed never improved.  The last tech here about 2 years ago sat in my kitchen drinking a cup of coffee and EXPLAINED the whole "congestion" situation to us.  The  final result ... we've not had a tech out since, we pay $10 a month more for "Easy Care" and our service continues to deteriorate.  But hey, VIASAT 2 will fix everything .....  SOMEDAY!
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fmj77

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Bottom line is we shouldn't have to pay for Easy Care if we're already paying a $10 per month lease fee.
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Andy Schack

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Dish Network and DirecTv  both charge for their version of easy care as well but Viasat is CHEAPER than either AND gives WAY more. No Viasat customer HAS to pay a lease fee, you could have paid $299 up front and been done with it. 
Sorry if I sound a little terse but I don't much care for customers who agree to pay for something and then gripe about it later. We're all grownups here. You make you choices, you pay your bill. 

Andy
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Michael McDowell

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Aren't service calls supposed to be free for the first 90 days after installation?
(Edited)
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Sophie Mae

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Could be, and it would make sense if they are. 
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Old Labs (VS1-329-L12FZ)

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If attributable to defective equipment (that would possibly include a defective install). 
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Old Labs (VS1-329-L12FZ)

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P.S. Viasat hasn't really offered the purchase option since the early days of Exede as I recall. The $299 offer is a prepaid lifetime lease that can only be purchased with new installs - Viasat retains ownership and you only break even at 30 months.

As i also recall, some got burned when switching modems to the WiFi modem as reported here - if 30 months hadn't elapsed they received a prorated credit but  wound up being hit with the monthly lease going forward.

It's getting so you need to consult an attorney and financial planner to sign up for internet service nowadays...       
(Edited)
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Matt B, Viasat Employee

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Aren't service calls supposed to be free for the first 90 days after installation?
Yep, they are.  Installations have a 90 day warranty, service calls have a 30 warranty. 
P.S. Viasat hasn't really offered the purchase option since the early days of Exede as I recall. The $299 offer is a prepaid lifetime lease that can only be purchased with new installs - Viasat retains ownership
That's correct as well!
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Bev, Champion

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I was, as was my step son who just got service, offered a 299.00 lifetime lease or the 10/moth lease. Both are leases, you don't own the modem and TRIA. Either way, if you cancel service or, upgrade equipment the modem and TRIA still belong to Viasat and, you have to send them back.
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Markgc, Champion

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I don't recall seeing anything on the ordering web site or anything from the installer about a liftetime lease when I had my service installed otherwise I probably would have taken it.