My connection is AWFUL. Last night we couldn’t even watch TV because the Wi-Fi wouldn’t work and connection was so poor. We were supposed to have someone come out and fix our satalite and they guy canceled/rescheduled on us 4 times! Then the last time I texted the number multiple times to schedule again and they never responded. We are paying $176 a month for a service that never works! This is outrageous.
Hi @TBWelt123,
Sorry about this bad experience.
It looks like your service has been suspended since July 2 due to a past due payment. It also looks like your antenna is mispointed.
Our team is happy to request a new technician visit for you and to do our best to expedite it, but I will need to check with our field services team if our system will allow us to schedule a technician visit for a suspended account. I will send the request now and let you know when I have an update.
Nacho
We have autopay and I never got a notification that we missed a payment. I just went online, updated the card and made the payment. It was linked to an expired debit card.
As for the technician we can try to send him out a 5th time but it’s getting a little ridiculous at this point trying to get him out here. He canceled on me 3 times and the 4th time I got a call almost 1 hour after my time window and he had not shown up to find out he was running late and was going to be another hour possibly before he would arrive. I couldn’t wait any longer for him to show up. Then when I tried multiple times reschedule Viasat never got back to me.
Hi, @TBWelt123,
Did you receive the email from the field team? It looks like the tech visit was arranged for 26 July.
We will oversee the visit, so the experience is better this time.
I’ll also relay your message to the responsible personnel.
Ive gotten multiple emails, but nothing stating when my appointment is.
Hi @TBWelt123,
According to our system your appointment is scheduled for Wednesday July 26 at noon. Does that time work for you? If yes, I’ll leave a note confirming that that time is good.
No, I cannot do that. I can do Friday.
Hi @TBWelt123,
Ok no worries. We will communicate that to our field services team.
Does any time on Friday work for you? Can you provide some other available times so that we can give the technicians a few options?
Thanks,
Nacho
I have had the exact problem. Also I was told they called my number to reschedule because I didn’t answer. I had my phone the entire time. I am learning to be persistent and I recommend they have a shared tracking system for notfication.
Hi @anneunruh, I see that you created a topic and that one of our engineers has requested a tech visit for you. We can continue to work your issue here - Connectivity is weak and speed is bad
Thank you for your response and a visit is needed.
Anne
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I want to make it known that I have waited around all day AGAIN for the technician for him to never show. This is the 4th or 5th time now that this is happened. He was supposed to come at noon and I just got a call that my new estimate time is the 5-8 window. I cannot sit at the house from 12-8 waiting.
Hi, @TBWelt123,
Really sorry for that. I’m in contact with the field ops manager to deal with that.
As soon as I have more details I’ll message you again.
I am scheduled for service Monday and I can’t wait all day either. Having a strong signal impacts my work greatly as I’m sure it does many and I hope they will reduce your bill as a result of not showing up at the time of your scheduled service.
Hi @anneunruh ,
From what I can see your visit was scheduled for this Monday (July 31st) in the morning period. If anything happens with that visit please let us know.
Regarding @TBWelt123 's visit, we’ve escalated the issue to the relevant personnel in order to find out why that is happening and expedite a new visit.
Thanks,
Leonardo
Yes you are correct. I am scheduled for service today between 8 and 11am.
Great service and I am so appreciative.
Hi @TBWelt123 ,
I’m just contacting you to ask if your issue has been resolved. Please let us know if this was not the case and we’ll be more than happy to help.
Thanks,
Leonardo
NO- my issues have not been resolved.