A notification of a “Your account is paid” on the app, and then while checking my bank account, a withdrawal of $141.37 was made overdrawing my bank account, which I then took money in to cover the charge. Now today my service went white flashing on the modem and I went to see what the issue was and there is a past due warning in the app. This all happened 7 days ago with the bank. Why is it that your account management and customer service teams seem to be inept at doing their job? I work, I’m required to do my job correctly or face repercussions. Your people appear to not have the same rules as any other place of employment. This reprehensible behavior from a company so well regarded at a glance on your website. I want to speak to someone that I can understand on the phone or through email. My service reinstated for the duration for which it was taken out of my account and to do this without any hassle would be appreciated. I ask this in a final civil attempt to straighten things out. Thank you.
Hi @dionlynn2020 ,
I understand your frustration, but our team only deals with technical issues and we cannot help with account or billing problems.
Please call Customer Care for Residential Customers at 855-463-9333.
Thanks,
Leonardo
I understand as well that your position limits you to technical advice. So, while I’m here and this would be the second issue besides the one posted above. Your system, according to your website, puts your hardware through extensive wind and weather testing to make sure everything is able to withstand some pretty strong conditions. The poles, the dish alignment, etc. All put together. Then why is it that the slightest of rain and wind takes our service out? Check my stats for speed tests. You’ll see that 25-100 mbps isn’t exactly the range except possibly early morning EST. Possibly. And the system scan for issues during ANY weather show alignment issues, and modem connection to dish issues. Nothing has been moved in the 2 weeks we have had service. Oh, and perhaps you could direct me to a Customer Support line that serves customers 24 hours. I work before you open that line, and get off work after you close. I have screenshots of before I was notified of the bank withdrawal, a bank statement showing the withdrawal and that it overdrew my account, and now a screenshot of the “to continue to enjoy service, pay now” type message. I have the phone records and I’m sure you guys do too of the whole situation and it will show how things were not handled correctly from the first call I made. And fixing the system to stop shutting off whenever it drips a few drops of rain would be nice.
Hi @dionlynn2020 ,
Weather significantly impacts satellite connections, as signals must travel from the satellite to your home. Bad weather can cause signal fluctuations or temporary outages. This is a characteristic of satellite networks, not an equipment issue.
About your speeds, I just ran a test in your modem and they currently seem great:
Your recent Speed Check results are also within the 25-100 Mbps range:
However, your data usage is trending towards consistently more than a typical residential user on our network, which may result in reduced priority during peak times, leading to slower speeds. Reducing data usage can help avoid this.
Thanks,
Isabela
Now, I’m sure that your end will always produce a favorable result to show when replying. But here is what I see way more than I should with your service Unleashed. It is a very clear day here, and to the south there are no brewing storms. So tell me how that works. There are not many customers of yours in my area, in fact most people have not heard of you here. So it isn’t “peak times” or “network congestion” in this area. Just doesn’t jive with the promises you made in regards to a reliable and fastservice. The readings were done through your ViaSat browser on my Moto G Power 5G 2024 and an XBox One console.
Hi @dionlynn2020 ,
I understand how frustrating this can be, but please note that service areas are very big and can cover a whole state, and peak periods are relative to these whole areas.
To avoid deprioritization you’ll need to reduce your data consumption. If streaming is a good part of your consumption you can try our data saver feature, this post goes into more detail: Announcing the Data Saver Feature Experiment!
Thanks,
Leonardo