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

  • 1
  • Question
  • Updated 1 year ago
  • Acknowledged
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.
Photo of Tom Stephens

Tom Stephens

  • 7 Posts
  • 1 Reply Like

Posted 1 year ago

  • 1
Photo of Bev

Bev, Champion

  • 3287 Posts
  • 1463 Reply Likes
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.
Photo of Tom Stephens

Tom Stephens

  • 7 Posts
  • 1 Reply Like
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..
Photo of Tres Bien

Tres Bien

  • 47 Posts
  • 42 Reply Likes
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.
Photo of Jim16

Jim16

  • 2453 Posts
  • 2183 Reply Likes
I like this guy!!
Photo of Tom Stephens

Tom Stephens

  • 7 Posts
  • 1 Reply Like
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.
Photo of Michael McDowell

Michael McDowell

  • 649 Posts
  • 243 Reply Likes
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.
Photo of Tom Stephens

Tom Stephens

  • 7 Posts
  • 1 Reply Like
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.
Photo of Michael McDowell

Michael McDowell

  • 649 Posts
  • 243 Reply Likes
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)
Photo of Andy Schack

Andy Schack

  • 854 Posts
  • 761 Reply Likes
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
Photo of Tom Stephens

Tom Stephens

  • 7 Posts
  • 1 Reply Like
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. 
Photo of Bev

Bev, Champion

  • 3287 Posts
  • 1462 Reply Likes
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.
Photo of Ron Frank

Ron Frank

  • 320 Posts
  • 204 Reply Likes
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!
Photo of fmj77

fmj77

  • 893 Posts
  • 536 Reply Likes
Bottom line is we shouldn't have to pay for Easy Care if we're already paying a $10 per month lease fee.
Photo of Andy Schack

Andy Schack

  • 854 Posts
  • 761 Reply Likes
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
Photo of Bev

Bev, Champion

  • 3287 Posts
  • 1462 Reply Likes
I agree Andy and, it irks me that people expect installers, like you to work for free just because they lease the equipment from Viasat. Hey, maybe they will clean the intaller's home and, cook him/her dinner for an alignment call? LOL

(I did feed one technician, he was here on a Friday for about 4 hours, I was cooking for the gang (12 people) in my big BBQ pit, food was ready so, I offered him a plate. He was tortured by the smell of it cooking for four hours, only fair to the poor guy after all he did to get my speeds up and, improve the reliability of my connection.)
Photo of Ron Frank

Ron Frank

  • 312 Posts
  • 202 Reply Likes
Andy, I pay "my bills" but I am on a fixed income and have a very tight budget, when a service provider hits my account for $100 or even $10 "extra" that I am unaware of it throws a serious wrench in the works.  I have no problem with them taking the agreed upon monthly amount.  But, with paperless billing, when the bill shows in email, its already been taken from your account.

And Bev, I agree with you, some of the techs they have sent out here have REALLY gone above and beyond to TRY to fix the problem.  Hats off to one that dropped a bunch of scrub trees he thought might be interfering with the signal, and I always mention the one who sat and explained the congestion issue in great detail, thanks to him it all made sense.  I understand things happen, I just am not happy with how its been handled with the customers, or how long its taking to resolve.
Photo of fmj77

fmj77

  • 893 Posts
  • 536 Reply Likes
The option to pay the $299 up front was never available. Believe me, I asked.
(Edited)
Photo of Tom Stephens

Tom Stephens

  • 7 Posts
  • 1 Reply Like
I agree Andy. But They told me when I first signed on that if I purchased the dish for $299 then anything that happens to it would be up to me. They then said that if I leased it from them, they would take care of "all" that goes wrong with it, including alignment issues. It was originally set up wrong to begin with and they had to come out and readjust it later. 
now I was told when talking to them, that they could tell we are having issues because our modem is not aligned. That is what the tech on the phone told me.
Photo of Sophie Mae

Sophie Mae

  • 77 Posts
  • 40 Reply Likes
To chime on on the lease vs. own on the dish: I was never offered to buy the dish for $299 (or any amount). The only option available was the monthly lease. If I'd been offered, I've have purchased it outright... just like I did our HughesNet equipment.

Regardless of leasing or owning, I would not expect an installer to work for free unless they were fixing something that they were responsible for, such as an incorrect installation. However, I would expect Viasat (or someone other than me) to pony up and pay the installer for their time if it was a defect in the dish, or something along those lines.

Something smacks the dish and screws up the alignment? Yeah, I'd pay. I wouldn't like it, but them's the breaks. 

Alignment is off because it was aligned wrong by the installer? Shouldn't have to pay for that.

Our installer was a nice guy. When he installed our setup 2 years ago, he apparently hadn't done it correctly, as errors were detected by Viasat. We didn't notice anything - internet seemed to be working just fabulously (we'd switched from HughesNet, and OMG what a difference!), but according to the field tech that Viasat sent out to check our install, it had issues. Field tech was a super nice guy, too. Explained all the things that were not right, and said our installer would be contacting me to schedule another appointment to fix. Sure enough, our installer called within a day or two, and promptly came out and fixed all the things. No complaining, just fix the items and done. 

And no service call fee for us. 
Photo of Michael McDowell

Michael McDowell

  • 642 Posts
  • 241 Reply Likes
Aren't service calls supposed to be free for the first 90 days after installation?
(Edited)
Photo of Sophie Mae

Sophie Mae

  • 77 Posts
  • 40 Reply Likes
Could be, and it would make sense if they are. 
Photo of Old Labs (VS1-329-L12FZ)

Old Labs (VS1-329-L12FZ)

  • 4281 Posts
  • 4367 Reply Likes
If attributable to defective equipment (that would possibly include a defective install). 
Photo of Old Labs (VS1-329-L12FZ)

Old Labs (VS1-329-L12FZ)

  • 4281 Posts
  • 4367 Reply Likes
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)
Photo of Matt B

Matt B, Viasat Employee

  • 992 Posts
  • 492 Reply Likes
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!
Photo of Bev

Bev, Champion

  • 3287 Posts
  • 1463 Reply Likes
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.
Photo of Markgc

Markgc, Champion

  • 349 Posts
  • 92 Reply Likes
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.