Come get this crap off my house. Service is terrible. Completely out for 3 weeks waiting on service call. Scheduled for today between 2:00 and 5:00. Confirmed appointment date and time twice. Came at 9:30. We have to work to pay for this crap. I’ve placed several complaints and have not been satisfied with any response. Calling BBB TODAY!
Hi @connie
I’m sorry about this experience you’re having with Viasat.
Over the weekend, I checked your service call, and it was scheduled for April 29th during the morning (EDT), so the technician was not wrong in the timing.
I can ask the Field Operations team to reschedule if you’d like.
If you wish to go ahead with the disconnect, you can cancel your plan with the Customer Care Agents at 855-463-9333.
Our Forum team unfortunately can’t cancel for you, due to the legal disclaimers that have to be read and agreed to.
By the way @connie
It looks like they confirmed this new timeslot of 8 AM - 12 AM on April 26.
Did you receive any emails or calls from Field Ops team that day?
No one confirmed the time change, only confirming via telephone conversation with my husband the appointment on 4/29 between 2:00 and 5:00
.
Hi @connie
I apologize for this misunderstanding with the service call. I can ask the Field Ops team to re-schedule, and try to expedite it, given the circumstances.
Let us know if you’d like to go ahead with that or not.
We have to work so we require notice so that someone is there. When could they be there? I have already taken steps to disconnect but was hung up on by the rep. I know I exhibited attitude but I have complained about this service since we got it, installed within the last three months. I need a copy of the contract. Can you provide it to me?
No one answering now?
Hi @connie
I don’t have access to the technicians’ schedule, unfortunately, so I can’t know for sure. 
You can try calling the Field Operations team directly at 866-813-1511 to check about this service call. They can find it using your account number.
I also unfortunately do not have access to your contract, as our Forum team deals only with technical issues and related (service calls, repoints etc.), but I believe Customer Care can provide you a copy (855-463-9333).
Alternatively, you can also request another service call or ask to reschedule this one with Customer Care for Residential Customers (855-463-9333), if you’d like.
Trying to reschedule AGAIN. Thanks.
1 Like
Hi @connie
I saw that you managed to reschedule this service call for May 6th, during the afternoon. I’ll keep track of the visit and check back in with you as soon as it’s completed.
After the visit, you can check about getting a discount with the folks at Customer Care (855-463-9333) for the days without service.
Hi @connie
I see that you requested to cancel yesterday’s service call.
Do you still need any help with this issue?
I did not cancel yesterday’s service call. Harold called and came earlier than 2:00 which was fine. I worked it out to be there. However, he was unable to hit the satellite and we need to request a cancellation appointment for the equipment to be picked up and our contract voided.
Hi @connie
I just saw your disconnect request.
I’m very sorry about the whole situation with the grown trees and the line of sight.
We weren’t aware this was the cause of your antenna mispoint, but it’s very common – trees and foliage block the satellite signal.
If you need any help regarding the equipment return box, or anything else, let us know.