4.5 year customer - Viasat has blown up our internet plan < 1Mbps

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Okay.

Been a customer for 4.5 years. On the 150gb a month plan with 12Mbps average speeds at $100. Never had a major issue. Regularly around the 6-10Mbps area which is fine by me. Was actually looking forward to the Viasat 2 plans!

Suddenly our speeds have tanked and and we are lucky to get anything over 1Mbps. 1! (see attachment). That's right, $100+ a month for t care. The only options I am given is to switch to a worse plan for the same price or to a the SAME plan named differently for a more expensive price. Oh, and the third option I was recommended... to disconnect my service.

I would gladly switch to a better plan even if it cost a little more. But I have no options beyond 12Mbps... which is what I currently have. To me this indicates that my plan is purposely being throttled to force me to pay more for the same package.

Unacceptable. I requested to speak to someone else and the Supervisor told me no. Ha. Hopefully one of the techs on here cares a little more.
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CJ DJ

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  • furious

Posted 7 months ago

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CJ DJ

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Stephen Rice, Champion

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Gabe, what water heater do you have and how many gallons have you used for your current billing cycle?
(Edited)
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GabeU, Champion

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It's a 40 gallon gas heater.  Not sure of the brand.  I don't know how many gallons I've used, but I never go over the threshold and have to pay more.  I never see the bill.  My folks own the house, and I just give them the money when the bill comes in, which is every three months.  It's a little over $60.  

I may do it myself when the time comes.  

And yeah, I just got the joke.  SMH.  Sorry, I'm a bit thick tonight.  LOL.  
(Edited)
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Rose Smith

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GabeU, hope you don’t mind my asking. I was checking Hughesnet plans and dropped in on their forum. I noticed you are active on there. Do you have both hughesnet and Viasat? If so, which do you prefer?
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VeteranSatUser, Champion

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GabeU only has Hughesnet.

I have had both. There was a time I preferred Viasat. But the Viasat today isn't the Viasat of 4 years ago, or even 18 months ago. Viasat didn't use to have a foreign call center. The CEO was also adamant beams would not be oversold. Things started to go south once the 150GB "unlimited" plans started. Then the issues with Viasat-2. Now modifications to existing plans. What's next?
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GabeU, Champion

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Yep.  Just HughesNet, so I can't really give a preference.  About all I can really say is that my HughesNet service works fine for me.  
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Mick Dietze

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I went on ebay a bought a Novatel Verizon MiFi7703 Jetpack 4G mobile hotspot ($65) and a Netgear Wn2500RP Universal Dual band WiFi Range Extender ($24). All I did after that was hit the WPS button on both units, They connected and that was it. 

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Mick Dietze

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Also make sure you have a good Verizon signal, If not I know AT&T has something similar.
 
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Jab

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@Mick Dietze... hit the WPS button on both units,

Are LANs being used with this technique, via that router  with WPS engaged to Jetpack?
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Chuck Mayo

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@Jab: I just bought an Netgear EX6200v2 on eBay. The Wn2500RP looked fine, but I wanted 802.11ac support. Anyway, the extender's LAN works fine and you can even plug in an Ethernet switch for more wired ports. I'd guess the Wn2500RP will work the same way.

Only downside I can see is that devices plugged into the extender's ports, including devices plugged into a switch (which is plugged into an extender's port) still count against the 7730L's 15 device maximum.
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Jab

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@Mick Dietze...AT&T

AT&T uses CGNAT, which flips your IP address constantly.  More than one person ticked off with CGNAT at AT&T's forum.  Only solution is if AT&T allows IPv6 engagement.  Cyber-crooks like CGNAT...

@Chuck Mayo

Good to here about extender's LAN can be used.

I've never looked at packet coding, but it will have a device's IP address embedded when sent out initially, so apparently, 7730L unit is seeing  each device's IP. 

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Brad, Viasat Employee

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Hi CJ DJ

Unfortunately I won't be able to weigh in more than what was indicated on the email notification the same would be said if you talked to a supervisor.  This was done for the majority of customers to better improve the service across the board. 

I understand it's not desirable but a switch to one of those plans will not have the issues with speed that you're seeing now as they were not affected. If the speed becomes unbearable that's an option 
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Stephen Rice, Champion

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So much for net neutrality.
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Susan Jenulis

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what he said above,,,, me too.  They are more than shady, and will continue to manipulate us in the future in the same way.
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Brad, Viasat Employee

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oh I absolutely understand the concern. 

With this policy change on the affected plans there is a throttle of the speed on the  plans as indicated in the letter discussing the plan. There's supposed to be above the 12 some of the time but well below it other times. Again that was posted in the letter that this would be the case. The other plans are not seeing that unless of course if the data was surpassed. 
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Rose Smith

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Brad, I can’t follow the logic. With the targeted plans, why wouldn’t it work if you only slowed us to 3-4 mbps until our propiority data was used? We are being slowed every afternoon to less than1mbps and all day Saturday & Sunday, no matter that we have never used more than 50gs in a month. The end result isn’t helping most customers have a better experience, but devastating those grandfathered in. Clearly the desired effect to to drive us away. I recognize that you don’t make the policy and don’t mean to pick on you. Just very disappointed with this treatment.
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Samuel Buchanan

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I have never been more disappointed with a company than I have with VIASAT.  I signed a contract for 2 years, which If I broke, i would be forced to pay a fee.  They can throttle my speeds intentionally, to force me into a plan that costs more, but provides less with no such penalty to them.  This is unscrupulous and completely unacceptable.  They make Comcast look downright honest and forthright.  At least they didn't screw me over until mu contract was up. If there were a class action against them for this I would jump on it in a heartbeat.  I told the nearly unintelligible CSR that I would be a fool to sign up on a new plan with a company that has already blatantly lied to me.  Piss off Viasat.  I sang your praises for awhile.  Now I will lobby with anyone whom will listen to avoid you like the plague.  
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steve heller

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I was in the same situation as you. I switched to a new plan (gold 50) because the old one had essentially become worthless.

I'm now getting pretty good service... for the moment, anyway. If it stays this good I'll be satisfied.

It's unfortunate that you don't have this option, but I understand that the Liberty plans aren't being throttled as the "unlimited" ones are.


(Edited)
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VeteranSatUser, Champion

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What do you have now Vinyl?
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VinylHanger

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We finally got a new Verizon tower across the valley from us. We are now able to get the Verizon prepaid unlimited jetpack. We bought a used/refurbed 7730L jetpack for 135 bucks. It works great. I have an extender in the Mancave because of a big metal coke sign that blocks the signal from the jetpack, which also happened with cnn our netgear router.

We can stream two TVs at HD, surf the net and Skype and game all at once. We do have an occasional slowdown which I notice when I have the Netflix streaming info in the corner of the TV, but it only lasts a minute or so most times, and then it is back to full speed. I think that is typical for most services.

We are very happy, especially after 5 years of Viasat. It was all we could get until the tower went up.

I don't know how well it would work in a congested area, but it bbn is worth a shot if you have cell service. Even if you need a signal booster, it would pay for itself in a few months.

70 dollars a month for Verizon, compared to 150 a month for Viasat. It adds up quickly.

The only downside to the Jetpac is you can't use it to stream HuluLive TV. I believe other live TV services work, but we haven't tried them yet.
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Michael McDowell

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Just curious............What is the issue with HuluLive TV?  
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VinylHanger

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They don't allow live streaming over a mobile IP. Regular Hulu works fine.
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VeteranSatUser, Champion

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What if you ran it through a VPN?
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VeteranSatUser, Champion

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Punching in this evening at this speed....


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Terry Hill

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Mine is 90kbps, not going to wait forever to upload it to post you have my word.
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Rose Smith

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29374. I believe our beam is 336
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Jab

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Many of those east coast beams are loaded with customers.  Current plans offered suggest limited bandwidth on your beam.  Their literature explains, Liberty High-Speed Internet Plans, and I expect once your data bucket is empty, come primetime, just basic web activities....less than 1Mbps service

On the beam I use, they offer "unlimited" plans, at 35, 45, or 65 GB.  Your beam has lower limits of prior data.  My speeds are excellent, but I don't exceed the 10GB data allowance.

Before their policy change, whatever speeds experienced, should be similar with Liberty plan when data bucket is not empty.

One can always time-shift....record video during off peak, etc.
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Brad, Viasat Employee

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More or less what Jab said...

Liberty and Unlimited have a few differences. Liberty once the data is used up it's going to be between 1-5mbps during non-peak hours. During peak hours, the speeds will drop below that range depending on Network traffic. You will have the ability to buy more priority data to get back to priority data speeds. 


Unlimited on the other had does have a data point that once passed you do see it slow and how much depends on your beam and traffic. I think a safe bet is certainly during peak hours if you've surpassed the data point that something like streaming may not work as well but outside that time you should see speeds that will allow for most online activities. It does not have a buy more feature. 
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Todd P

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@cjdj.this just proves that viasat contracts are 1 sided and useless. When they can just change it to anything anytime they want. I don’t call that a contract! What’s the point of switching? Viasat changed these plans what’s to stop the5 m from doing it again and again.? They will just change that contract then later too. The only time a contract seems to matter is if we the consumer breaks a contract , then it’s huge costs of money. I’ve been a customer since the beginning of viasat1 not sure 10+ yrs. and would bail right now if I had any other options. My only other options are dial up ,if that’s an option “not”, or hughsnet and I don’t think they’ll be any better. I’m very disgusted!
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Al Santayos

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Keep your ears open for improvements in Verizon or ATT wireless in your area. They have improved 4G services in areas where the cell service isn't the greatest. I suffered with Viasat for 7+ years, during the 3rd year of that I tried ATT wireless it flat out did not work. In the interim since my Verizon cell service had gotten a little worse, not better I figured no chance Verizon wireless would work. I tried Verizon wireless 5 months ago and it worked! Calling to cancel Viasat I felt like a kid in a candy store.

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