Appropriate Throttling, or Nah?

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  • Updated 5 months ago
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  • (Edited)
I just started a thread on this topic and commenting was shut down after an hour or so. Admin, don't do that ---- please... we were talking. 

The customer agreement I signed, specifically agrees to throttling after low priority usage is used up, but... ONLY IN THE EVENT OF BANDWIDTH CONGESTION ON THE BEAM. I did not agree to being throttled for any other reason. Another user related getting high speeds with a speed test... but still having trouble watching Netflix. He received a reply saying that unlimited plans "detect" and throttle video content. IS THIS TRUE? If it is... it's a violation of service.

According to the contract I signed... *NO PERMISSIONS* have been given to throttle my speeds for any reason than high volume of traffic on the beam. I do not believe Viasat is honoring their agreement and acting with integrity here! 

VIASAT, SHOW US THE **PROOF** OF THIS "CONGESTION".
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Elderbert Grundlefunk

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Posted 5 months ago

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Elderbert Grundlefunk

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Proof of congestion is required, VIASAT!:

***
This is from your own legal document, from your own website!

https://www.exede.com/documents/master/unlimited-data-policy.pdf

Q: How much monthly data usage is available with my unlimited service plan? A: On an unlimited service plan, there are no limits to how much data you can use during your monthly measurement period. On the Bronze, Silver, Gold, and Platinum unlimited data plans, after 40, 60, 100, and 150 GB of data usage, respectively, Viasat may prioritize your data behind other customers during network congestion, which will result in slower speeds. ***When the network is not congested, nothing will happen to your service speeds even if you have used over your monthly data usage threshold.*** (emphasis mine, Customer)
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J&J

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This post too will be closed or deleted.  Use of profanity is not tolerated.

The "PROOF" of this congestion is the slower speeds after all priority data has been used.  You were a priority user until that time.  Other customers that have used their priority data up went slower while you were still using yours at a faster speed, and when your priority data was exhausted, you joined others that used up all theirs too.

The unlimited plans detect video streams and are regulated to conserve bandwidth, both for you and the Viasat Internet delivery system.  The various plans have different regulating parameters and are priced to reflect the bandwidth available on the various beams.

If your speed is below the rated maximum for your plan, high usage is is in progress and your speed may change periodically as demand on the system increases or decreases.  The demand on the system is self-evident by the magnitude your speed decreases after using up all your priority data.  If your speed is not at maximum for your plan during times you have remaining priority data, that is an indicator that your speed will be much lower after using all your priority data.

 
  
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Elderbert Grundlefunk

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A change in speed is not "proof" I want to see live network metrics. Slow down of speeds is a symptom, not a cause. I know the techs can see them... why not make them public? I am not talking about restrictions of video *quality* which I knew I agreed to... I am talking about restrictions to video *speed* which I did not agree to. Evil Ernie... I will edit out the "profanity" in my post if that's possible.
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Old Labs

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FWIW, this isn't a direct support venue - it's a customer to customer self-help venue. The moderators (Viasat employees) aren't going to engage in a public shouting match with you. However, there are plenty of subscribers who will side with you or against you and engage. The moderators will however edit your posts to remove profanity and where they deem it appropriate, close a conversation or even banish repeat offenders.

If you want direct support you'll have to go through the customer support channel(s).

Yes video stream quality is in fact limited on "unlimited data plans" and spelled out in the customer agreement Exhibit A as well as the unlimited data policy mentioned elsewhere. Viasat detects video streaming and caps the speed on those to a rate that influences video stream content providers that rely on adaptive streaming to deliver that content at a quality suitable to that rate. There are a number of conversations here on the topic.      
   
(Edited)
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Elderbert Grundlefunk

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Jim: Evident to everyone, in the way it is evident to "everyone" that plane exhaust is "chemtrails"... is that what you mean? Again... if you have inside information, or data, then you have an advantage over me. A slow down in the speed of my connection, as a user, is a *symptom*... okay. An *observation* of a phenomenon. I appreciate the *narrative* I am provided by Viasat, but I am not convinced they are factually reporting their *actual practices*. If buying more high prio data is unavailable on unlimited plans, please forgive my ignorance and confusion. It doesn't render my point moot, however.

 Check this out: "III. CONGESTION MANAGEMENT PRACTICES A. Congestion Management Overview  ***The Network is designed to ensure that it generally does not experience congestion. Under normal traffic conditions, it is not necessary for Viasat to employ congestion management practices.*** That said, while network capacity is abundant, it is not unlimited. Stated differently, the Network can be expected to experience some level of congestion, necessitating the congestion management practices described in this Policy."  (***emphasis mine***) -- https://www.exede.com/documents/master/network-management-policy.pdf

This text goes on to describe the congestion management practices in detail.... okay... But the *first sentence* specifically suggests that a subscriber can expect the inconveniences described below to be *infrequent*! How is someone supposed to know that this is a blatant fallacy without first having experienced the service for a few months?
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Deku, Champion

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ummmmm not to be a buzz kill to this post but ummmm... @Old Labs why didja took a screenshot with my last comment on there @>@ also... i dont even know what has happened @>@ BUT!!! imma glad that... its aok now :3 (i hope so ;-; but why didja have to post that with my name to be the last to comment come on ;-;    ) and also!!!

@Elderbert Grundlefunk hope ya find a situtations onto your speeds!!! :3 good luck!!! :3
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Deku, Champion

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ummmmm not to be a buzz kill to this post but ummmm... @Old Labs why didja took a screenshot with my last comment on there @>@ also... i dont even know what has happened @>@ BUT!!! imma glad that... its aok now :3 (i hope so ;-; but why didja have to post that with my name to be the last to comment come on ;-;    ) and also!!!

@Elderbert Grundlefunk hope ya find a situtations onto your speeds!!! :3 good luck!!! :3
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Jim16

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Old Labs was just showing Engelburt Humperdink that the Mods have  acknowledged his rant.               
( the red arrow)

(Edited)
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Old Labs

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As Jim16 notes, Deku.

You just happened to be the the last to reply on that conversation before a moderator acknowledged and decided closed it to further comment - since it's closed you'll forever show as the last to reply to Elderbert's original conversation. 

There's another subscriber here who would actually prefer to be known as the last to reply on all conversations - elsewhere he usually is and is frequently the only participant in a conversation frequently arguing with himself thereby assuring he wins the argument ;)
(Edited)
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Diana, Viasat Employee

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Elderbert,  Congestion is not a requirement with Viasat.  It is a fact that occurs with all intern companies.
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Elderbert Grundlefunk

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As expressed above in the articles set forth in the user agreement... I was lead to believe that "congestion management practices" would be an abnormal experience for me as a user. The article states specifically that *normal* traffic is that which does not require managing, according to the capacity and structure of the network. I experience radical slow downs for many hours every day... *that* is what is *actually* normal from my direct experience. I am asking Viasat to be transparent in reporting live network metrics... just let us see it. I know some can see how many users are on at any given time, I imagine some can see the amount of information that's being transferred and how much of the channel is being utilized. Why not just share that with subscribers? Just like a live traffic or weather report. I totally get that there will be a certain allotment set aside to buffer surges, and such like... but I think customers would be less distressed if they had some kind of accurate feedback from the system to observe. The second point is to market honestly... I know these things are laid out in the contract, but it's really underplayed how slow things move when you use up your precious allotment (It can be a *lot* less than 1-5 mbps), and how *frequently* the network is slow in "low-prio".
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Ronald Stricklin

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By retaining the service when the policy changed you agreed to it essentially. When the policy changed as a part of the monthly bill they would have included information on the change. At that time you could have canceled the service but as you did not you are legally seen as having agreed to the policy change.
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Elderbert Grundlefunk

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Canceling the service for any reason, including policy changes, still renders the subscriber subject to termination fees.
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Ronald Stricklin

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The change in the contract gives you a set window to cancel with out an ETF. Many states require these types of changes to be delivered to the consumer well before they happen so that the consumer can know about them promptly and change thusly.