Phone service not activated or working?

1

how do i get help getting phone activated, checked or working?? have to drive long distance to get into cell range then internet cuts out… someone supposedly fix line, internet, modem and phone got home no internet no phone so what gives have requested help but with intermittent access to internet and no phone and 3 small grandkids and ailing husband who has had to be taken by ambulance to hospital he could die without at least a phone to call 911 has been a week and this is inexcusable!!! PLEASE fix this!!!

2

Hi @katskye1910,

We are very sorry about his experience.

Upon a first look at your account I noticed that you are out of priority data so I added 20 GBs (free-of-charge) to your account.

I noticed that you reached your data limit very fast, is it ok if I take a look at your usage data?

Thanks,

Nacho

4

My first concern is our phone. And we should have internet even if we don’t have data or is the internet reliant upon having enough data?? We have been on limited amt of data before and our service was never this bad and that was a long time ago. To me basic is you provide service abate slow no matter what amt of data we need.
As I am new to this forum may I ask who you are? I would like to know before giving permission to access our data use. ty Kat

6

Hi @katskye1910,

Our Viasat Voice team detected a hardware issue in your modem. This issue is preventing your Viasat Voice service from working properly.

You will need a modem swap in order to get this issue fixed, I see that you already have a technician visit scheduled for July 11. I will do my best to try to get our field operations team to expedite this tech visit. I will let you know if I get an update from them.

Thanks,

Nacho

7

Hi @katskye1910,

I’m one of the Viasat Engineers that moderates this forum. You will see this badge next to every admin/moderator account in the forum:
image

I was trying to look at your usage data because I noticed that you reached your limit really fast. By looking at it I can identify abnormal usage and also provide recommendations to optimize your use to make sure your data lasts longer.

Finally, our team wants to get to the root of your issue so we have a few questions:

  • Did your Viasat Voice (phone) service work at all since the install?
  • Does your phone have a tone or any voice message saying the service is inactive?
8

ty but we need phone now is there anyway to pick up modem?? or will any modem do?? I know modem problem is not your problem but to have to wait without service for 3 weeks is just NOT acceptable!!! Now we are not even able to connect to internet and use our cell phones… If you can not resolve this in a more timely manner will cancel and try to get back our old service as unless a tree fell on line we had service and being very rural with people that live with us that could need 911 services it is a MOST!!!

If it would be easier to discuss problems we can call from in town if you can give me a number and extention to call. Going through several techs to get to someone who knows our case just isn’t worth driving out. Thank you for your time!

9

Hello @katskye1910,

I am still waiting to hear from our field operations team. Hopefully we’ll be able to get you a technician visit at some point next week.

Since I added extra data to your account, you should be able to use the internet at the prioritized speeds as of now. In order to be able to make phone calls I would recommend enabling Wi-Fi calling on your cellphone, this will allow you to make phone calls over the internet connection.

Here are some tutorials to enable this feature:

Thanks for your patience,

Nacho

10

TY!! We did get a hold of a rep this afternoon when we went into town and he also put in something to see if a tech could get out here to fix the problem. We lost our ability to call out on our android and iphones same time phone went out. All phones were and are set for wi-fi calling as not in cellar range. Any idea what could be happening? It doesn’t make sense to us, we thought at first that maybe the weak signal but we can use wi-fi on phones just not call out??

Thanks for all the help!

11

Hi @katskye1910 ,

Glad to know you managed to get in touch with a rep. Regarding the issue of losing your ability to make Wi-Fi calls on your devices, we’ll investigate what might be causing that and once we have any updates we’ll let you know.

Thanks,
Leonardo

12

upon more investigation we discovered that at times we could get Wi-Fi calling to work but not for long enough to call anyone… but thanks for touching bases with us! Right now it stands that the computer that is by the modem can get Wi-Fi fairly well the rest of the house even with another router set up with Ethernet doesn’t work except rarely or just enough for grandson to watch YouTube at a very reduced quality. Other son has some internet as he is using Ethernet cable and old router to an equally old computer…LOL. But will be much relieved to have a phone that works!!

14

@katskye1910 we have asked about if we can just ship you a modem and will let you know when we here back.

One thing of interest – your speeds from your modem are generally very good but your speeds from your device much slower.

do you know which Wifi router you are connected to when you run your tests? Is the second router setup as an access point?

You might benefit from an app that is able to test the speed of the wifi segment (https://play.google.com/store/apps/details?id=com.assia.cloudcheck&hl=en_IN) to measure your Wifi speeds when connected to the two different Wifi routers. Just a thought.

Thanks,

Peter

16

I am connected to my computer less then 8ft from your modem, on your browser using your app. And unable to connect to strong enough signal when sitting less then 3 ft away with my cell phone so not able to run the test with the app you recommended… I know we are out of data but we have never been able to use our phones anywhere in house or out and we were able to with our old service. You have been very kind in giving us some extra data in hopes of resolving the issues but I am at my wits ends with getting a phone to work here. Am left with 3 small grandchildren on the property and both my husband and I have health issues in fact because the modem was not working and we had no phone service my son was forced to take my husband in to town so he could call the VA advice nurse. We were lucky this time and she did not say go to ER but in the past, we have had to call 911 for him. We Can NOT be without a phone and this service has never worked. Our cell phones will not connect to the wi-fi so unable to use them to call and we are out of cell tower range…we must go almost into town to get cell service. I would never have given up my land line if I had any idea, we would be left this long without service that works. This was installed 6/16/23 and has never worked high speed or no. Try not to be the one customer to rant and threaten but I’m just about at that point. Service ticket has been put in twice but service you contract with sent email stating they would try to get us on a route when they were in the area and that is just Not Good enough!! Please Please take care of this problem Now.

17

Hi @katskye1910,

You were out of priority data once again.

I was able to reset your data allowance, so you now have a fresh 60 GB that will hopefully be enough until we get you that technician visit. I am also once again following up on our fields operations team to see if they had any luck finding a technician to visit you soon.

Thanks for your patience,

Nacho

19

@katskye1910, in order to continue troubleshooting the Wi-Fi coverage issue, it would be very useful for us to see your Speed Check Results History. Could you please share it with us?

In order to share these results with us you will need to be on the same device where you ran the tests and on the Viasat Browser. Then you will need to click on the “Results History” tab and then on the downward arrow, this will download a CSV file that you can post on this forum.

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image1237×180 14.9 KB

Thank you,

Nacho

20

[speed-check-results.csv|attachment]
Here is the file u requested but nothing has changed. Still NO PHONE!! internet has not been great but tolerable for me but then I’m the only one able to use it. All others who have computers can barely use them let alone their wi-fi cell phones. Speed does NOT seem to matter whether or not we have high speeds. Only needed high speed for DISH and if we use a different hopper then don’t need the speed. But NEED THE PHONE! if you can not resolve this by tomorrow I will cancel as I HAVE to have the ability to make an emergency call if necessary!!! So PLEASE figure this out!

22

upon doing some reading on the forum have a question… are we supposed to have a voice adapter? or is our modem one that does not need a separate device?

23

Hi @katskye1910,

I heard back from our field operations team, and it looks like a technician is available to complete the visit today. Maybe they reached out to you?

About your question regarding the voice adapter, as far as I understand it, it is already integrated within your modem - which is the reason why we need to swap your modem. You just need to connect your phone to the modem. I will ask our Viasat Voice experts and confirm.

Thanks,

Nacho

25

Hi @katskye1910,

I see that the technician visit was completed. Is your Voice service now working?

Thanks,

Nacho

26

Yes thank you it appears to be working! Was resolved after the tech replaced the modem and showed us where to plug the phone into… There were a few other issues that resulted in the phone not working. As to the internet it will all boil down to if our devices work on ‘basic’ Cell phones working off Wi-Fi are important to grand kids safety but so far so good!