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 1 year ago

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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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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!