automatic throttling?

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  • Problem
  • Updated 6 months ago
  • Acknowledged
Been with this company about 8 years.  Have had the Freedom 150 GB plan for about the last three years.  Everything was going well until I noticed slow speed last night.  To make a long story short, speed came up okay this morning, was 15 mbps.  Seems strange, got an email this AM from ViaSat that said my plan is changed.  If I don't like the change, I can move to ViaSat 2 with a different plan that will cost more, stay where I am on ViaSat 1 at 2 to 3 mbps, or terminate service!!!!  The "change" is some double talk about how to figure speed, distance, etc.   I've supported this company in the past,,, but this is a little too much.  

I feel this is their way of getting me to move off of this plan, actually my plan is now subject to daily throttling down to 2 or 3 mbps, when I have had a three year history of speeds closer to 20 to 30 mbps during evening hours.  Seems very strange that all of a sudden, there is all the "traffic" to cause a throttle to activate routinely in the evening.  Oh, and I have never used more than my monthly plan allows.  Very sad.  
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Susan Jenulis

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Posted 7 months ago

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Michael McDowell

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Yep! Checkout the following discussion.

new speed configuration

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Carrie Moor

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We have the same Freedom 150 gb priority data not even halfway thru our data and what is supposed to be up to 25 + speeds are down to up to 2-3 gbs after 5 pm every night for the past few weeks. I’ve downloaded Our Speedtests. Those are speeds available for used up data. We’ve never gone over our data. They legally cannot change a contract. Going to talk to attorney. They are trying to get us on another plan with their new terms. The first three calls the turned our speed back up. They must have a cap on how many times they will turn your data back up. ( per month)??? Speedtest provides the facts. So frustrating. We need our speeds in the evening .
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GabeU, Champion

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They have every right to change the service, and you agreed to them having that right by agreeing to the contract.  You may not like it.  I certainly wouldn't.  But they have every right to change the service at any time.  I'm sure when you pay your attorney to read through the contract that you agreed to, he or she will tell you the same thing.  
(Edited)
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VeteranSatUser, Champion

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And they just don't "flip a switch" to restore your speeds. A number of variables impact your speeds.

But I do agree. Just because Viasat has the right to modify your plan doesn't mean they should modify your plan.
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L.L.

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Any way you can send the email ViaSat sent you?
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Jessie Russom

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I was also on the Freedom 150gb plan until I switched to unlimited with 150 gb priority data. I had no issues until one day, a rep from Viasat called trying to persuade me to switch over to Viasat 2 which required new equipment. I gave in—assuming that no congestion would occur on a new satellite. My service has been terrible since then. To make matters worse, I’m now locked into a contract for another year. Viasat sucks!!!!
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AZgl1800

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I signed up for the ViaSat-2 Bronze plan.... for the first six weeks, it was awesome, even though we had gone over the 35gB Priority Data we signed up for..... then two weeks ago, they put the brakes on, hard!
I am lucky to get 500Kbps down and 200 Kbps up.....
Videos? forget it.... they won't run longer than 5-8 seconds and stop to buffer up, run 5 seconds, and stop to buffer up.    had to wait 5 more days until we hit the Billing date, and got a reset..... thought that would fix it.
but no, in Day 1 and Day 2 of our new cycle, videos are buffering, and lucky to get 1.5Mbps down during Prime time hours from 5pm to midnight....
ViaSat has become useless to us....

So, I ordered up OliveIP on T-Mobile.... it arrived Saturday about noon.... didn't realize it was just a Netgear LTE modem, no WiFi with it..... so I lost 5 hours of looking for a WiFi router.... haven't used it in 10 years, but I found it.... lost the power supply for it, so have to find one that will work.... got it up and going.

during Prime Time, no outside antenna, just sitting in the house on the Window Ledge, it is running https://www.speedtest.net/result/7990896199.png  about 4.2Mbps down, I am flying thru forums and Facebook, and my daughter is streaming video at the same time without buffering.

going to put an external antenna so the signal is stronger, that should help the speed.
Taking a trip to Florida in a couple weeks, taking the LTE modem with us.....
if when we come back home, it has given us good service, I am turning off ViaSat.

I have called Customer Support, and got no help at all, I will be calling everyday for a while, to establish a pattern.

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L.L.

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That does suck! If you cancel will they waive the ETF?
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Mick Youther

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Here is the email I received:



Account Number: xxxxxxxxxxxx

Dear xxxxxxxxxx 

From time to time, Viasat makes updates to policies that impact our customers' service. We recently updated our Network Management Policy and the terms of service for your Unlimited Silver 25 Mbps service plan and we want to explain what these mean to you.  

Network Management Policy

Unlimited Data Policy


  

What do the updated policies mean for you?

  • Your current service plan (Unlimited Silver 25 Mbps) offers download speeds up to 25 Mbps. This update clarifies that this is the median speed you should expect, when measured across all 24 hours in a day for these service plans. This means you should expect that half the time you see speeds that are faster than 25 Mbps, and half the time speeds that are slower than 25 Mbps.
  • The monthly price on your current service plan will not change.
  • On your Unlimited Silver 25 Mbps, speeds during busy periods (typically in evening hours of each day) may be well below 25 Mbps, regardless of how much data you use. After 150 GB of data usage, we may prioritize your data behind other customers during network congestion.

  What are your options?
  • Do nothing: You can continue receiving the service as described above and you don’t need to do anything.
  • Upgrade or change your service plan: Our new ViaSat-2 service plans offer unlimited data, best-in-class Wi-Fi, and download speeds that range from up to 12 Mbps to up to 100 Mbps, depending where you live.  Call us on our upgrade line at 844-715-4412 between 6am–9pm MST Monday - Friday or 7am-8pm MST Saturday - Sunday to find out what offer is available for you. If you choose to upgrade, it will require the installation of new equipment and a two-year minimum service term.

Sincerely,
Viasat Internet

 
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VeteranSatUser, Champion

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Just get it? They must still be rolling things out?
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Jessie Russom

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Nope. Total scam.
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VeteranSatUser, Champion

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I would love to see this "email" too.
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Michael McDowell

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OK.  I agree that they must have some "kinks" in the new traffic management system and that it will probably smooth out after a while.  Just wish they could have done a better job of beta testing before taking it "live" .

As for aliens?  "The Truth is OUT There!"
(Edited)
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Old Labs (VS1-329-L12FZ)

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Nothing prepares you for live fire - holy crap, these guys are firing back ;)
(Edited)
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Michael McDowell

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So,...AZgl1800 and others like him are "collateral damage" from "friendly fire"?
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VeteranSatUser, Champion

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We should have an earnings call in a few weeks. So prepare for confusing, happy happy double talk where all will be well and they are happy with what they have accomplished and where they are going.

So skip all the talk and look at what the numbers say, not how they spin them. Sort of like Viasat-2 had a little hiccup but will still almost reach its full potential, but we will take $185 million or so all the same. Now the presentation on how Viasat took a financial hit over lost revenues, that would have been an interesting one!
(Edited)
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Old Labs (VS1-329-L12FZ)

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Not sure about AZ yet, but Susan Jenulis (the OP) is in fact a casualty of friendly fire from Viasat

I recall her being featured on https://www.exede.com/customer-reviews/ several years back. Maybe still there if you read enough of them.

She was more active in this community at one time prior to rejoining last year - always polite, respectful & never complained until now. Can't say as I blame her much - Viasat definitely did her wrong in this case and she got burned.

Yep still there you just have repeatedly read more and appears to be the last one - suffice to say, Viasat won't be publishing her update... congrats Viasat, she deserved better from you.
(Edited)
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Old Labs (VS1-329-L12FZ)

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Can you post the email Susan (redacted as needed)?

The one's that have been posted here so far have been tailored to Unlimited Plans on Viasat-1. Not applicable to Viasat-2 Unlimited Plans

Yours should be tailored Freedom Plans on Viasat-1 - just interested in how it's being spun in the email vs the Network Management Policy and the Freedom Bandwidth Usage Policy.

Or anyone else on Freedom whose received the email? 

Regardless Viasat, when you lose Susan Jenulis you should admit defeat and start listening. 
(Edited)
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GabeU, Champion

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I'm in WNY, though I don't have ViaSat.
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SonyaA

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I got it and how can they charge us the extra fee for faster speed on the 25 Mbps and then say they are not going to give us the speed we pay for so if they are taking the extra speed we pay for are we not paying for something they are not giving? I dont think that is legal 
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SonyaA

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I got it and how can they charge us the extra fee for faster speed on the 25 Mbps and then say they are not going to give us the speed we pay for so if they are taking the extra speed we pay for are we not paying for something they are not giving? I dont think that is legal 
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SonyaA

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Heres the email I got >> 

From time to time, Viasat makes updates to policies that impact our customers' service. We recently updated our Network Management Policy and the terms of service for your Freedom 150 GB - Boost 25 + WiFi service plan and we want to explain what these mean to you.  

Network Management Policy

Bandwith Usage Policy


  

What do the updated policies mean for you?

  • Your current service plan (Freedom 150 GB - Boost 25 + WiFi) offers download speeds up to 25 Mbps. This update clarifies that this is the median speed you should expect, when measured across all 24 hours in a day for these service plans. This means you should expect that half the time you see speeds that are faster than 25 Mbps, and half the time speeds that are slower than 25 Mbps.
  • The monthly price on your current service plan will not change.
  • Speeds during busy periods (typically in evening hours of each day) may be well below 25 Mbps, regardless of how much data you use. Your service plan does not have a strict data allowance. When you use more than 150 GB in your monthly billing period, your service speeds will be slower than what you experienced when using less than 150 GB.

  What are your options?
  • Do nothing: You can continue receiving the service as described above and you don’t need to do anything.
  • Upgrade or change your service plan: Our new ViaSat-2 service plans offer unlimited data, best-in-class Wi-Fi, and download speeds that range from up to 12 Mbps to up to 100 Mbps, depending where you live.  Call us on our upgrade line at 844-715-4412 between 6am–9pm MST Monday - Friday or 7am-8pm MST Saturday - Sunday to find out what offer is available for you. If you choose to upgrade, it will require the installation of new equipment and a two-year minimum service term.

Sincerely,
Viasat Internet

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gm92066

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My email has one additional paragraph,

"We would hate to see you go, but if you would like to disconnect your service with Viasat, we will waive any Early Termination Fees remaining under your Minimum Service Term.  Please remember to return your equipment to avoid additional fees.  Please call us at 844-715-4412 between 6am–9pm MST Monday - Friday or 7am-8pm MST Saturday - Sunday and we will ship you a box (with prepaid return shipping) to collect your equipment."

Nice of to offer to waive the ETF, I have about 2 weeks left, I'll try not to let the door hit me in the backside on the way out!

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Bev, Champion

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The only part I don't like is the grandfathered plans being deprioritized before we hit our priority cap. We chose these plans because we want or need the daytime usage at a decent speed. I understand the median speed, that's more or less clarifying the UP TO and, maybe allowing a bit more on the top end.

I don't understand deprioritizing us for being long time customers.
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Charles Williams

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i dont see how they can get away with this, i am paying $110 a month for 150gb of 25mbps and now my constant speeds are 300kbps-2mbps, they want me to switch to a 50gb 12mbps plan that cost the same. i have been with exede for over 6 years and this is how they thank us.
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VeteranSatUser, Champion

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Yep!
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Gordon Taylor

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I have an almost identical situation as Susan - Freedom 150 GB - Boost 25 + WiFi.  I've never gone over my data limit  Before the email, I was able to watch Netflix in the evening with no issues.  Evening speed was between 4 and 7 Mbps.  Speeds during the day were typically 15 to 25 Mbps.  Shortly after receiving the email, there was a noticable decrease in speed.  Daytime speeds haven't been affected as much as the evening speeds, which are now less than 2 Mbps, usually less than 1 Mbps.

I've been a loyal customer for over four years.  I even thought that a lot of the complaints I'd read were just sour grapes.  I wasn't having any issues - until now. I'm considering a change in my internet service provider.  That will be a challenge since I'm in a rural, hilly area.
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Gordon Taylor

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My contract is up, I've been using Exede for over 4 years.  I switched plans when the Freedom 150 was available. 
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AZgl1800

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[Quote]

Gordon Taylor


I have an almost identical situation as Susan - Freedom 150 GB - Boost 25 + WiFi.  I've never gone over my data limit  Before the email, I was able to watch Netflix in the evening with no issues.  Evening speed was between 4 and 7 Mbps.  Speeds during the day were typically 15 to 25 Mbps.  Shortly after receiving the email, there was a noticable decrease in speed.  Daytime speeds haven't been affected as much as the evening speeds, which are now less than 2 Mbps, usually less than 1 Mbps.

I've been a loyal customer for over four years.  I even thought that a lot of the complaints I'd read were just sour grapes.  I wasn't having any issues - until now. I'm considering a change in my internet service provider.  That will be a challenge since I'm in a rural, hilly area.[/Quote]

Gordon,
Investigate  www.OliveIP.com
I have one of their LTE RF modems right now on Free Trial... currently on T-Mobile, but they are sending me a SIM card for AT&T because I will be doing a lot of travelling around the USA, and they warned me that Travelers have lots of trouble with T-Mobile once you leave the Metro Areas..... and then I talked to folks who used to have T-Mobile and they went to AT&T for the same reason.

Right now, w/o an external antenna, it is getting 2 bars of 5 bars....
Speeds are running 7Mbps during non-Prime Time and  01/28/2019 14:19    HomeBase 4.74 dn, 0.85 up w/2 bars only and at 8:30 PM, it slowed down to 3.7 dn, and 0.98 up.  that isn't very shabby at all.

With a 10.5 dBi Yagi antenna up 30 feet, I expect the speeds to increase drammatically.
50Mbps is the fastest they support.

I have until February 6  on my free trial period, and then I decide if I dump ViaSat.

for all practicable purposes, it runs circles around ViaSat no matter what time of day it is.
the Latency is varying between 10-25 mS at different times.
I click on a link, and wham!!! that page is up and I am reading it now.
it feels like when I used to have Cox Cable 10 years ago.



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VeteranSatUser, Champion

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AT&T also has connectivity issues in a lot of areas of the country.
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AZgl1800

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True, my cellphones are Verizon, and they are NOT immune to drop outs either.
Winston, MO does not have any coverage from Verizon, and I go there annually for a m/c rally.
I was in Colorado Springs, CO last June, and lost VZW several times, when others around me had service.

no cell carrier has 100% coverage, and 100% of the carriers have bad coverage somewhere.
(Edited)
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VeteranSatUser, Champion

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It has been my experience Verizon has the best coverage, Sprint is the worst, and AT&T is in the middle.
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Bradley

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That’s a good point Gordon. Part of me is a little happy to see other people relegated to the speeds that have soured many over the years. Misery loves company, and I keep hearing the doorbell ring.

I haven’t received the email yet, and ViaSat 2 was never offered in my area. I suppose they figured we’d never notice a further slowdown and didn’t bother to notify us.
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Casual Observer

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Mmmm... meatballs.
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VeteranSatUser, Champion

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For a casual observer you are neither casual or just an observer :).

Not that there is anything wrong with that.
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Casual Observer

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Yes, I was busy  this AM and rushed... I forgot to throw in my epson printer support links.
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VeteranSatUser, Champion

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I can handle those. But pictures of tractors are a trigger point!
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Susan Jenulis

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Hey, watch what you say about tractors!!! My Deere in "near and dear."  We even have a his and hers!  :)
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Susan Jenulis

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I'm trying to do a send of the email, can only go to pdf and this forum needs gif.  Don't know how to switch.  am on a mac. If anyone knows, I'll be glad to do that.
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Bradley

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Easiest thing to do is scroll where your personal info is not visible and do screen shot that are easily uploaded.
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Old Labs (VS1-329-L12FZ)

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Just copy and paste the text here and remove any personal info before submit... I don't need all the formatting and pictures - only interested in the words
(Edited)
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Susan Jenulis

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thanks, here goes:
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Old Labs (VS1-329-L12FZ)

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Thanks Susan,

Yep an artfully worded email - and you have to go to the updated polices and read with a fine toothed comb to figure out what the third bullet point under What do the updated polices mean for you? really means. Essentially what Gordon described as his behavior.
(Edited)
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Susan Jenulis

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Where are our Viasat listens representatives?  Maybe hiding?  Hughes net, here I come.


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Bradley

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Which HN plan do you think is better? Asking for a friend.Here is the best I could get from them. It’s why I’ve never switched. Would speeds be faster? Friends say not around here. ViaSat is the lesser of two evils which makes them the choice by default. 
(Edited)
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Susan Jenulis

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I am on beam 370.  It's a one hour drive to the nearest gas and food.  I am in the middle of the mountains, large cattle ranches and farms.  There is NO congestion here.  What a lie they are perpetuating on us.  Shame on them.  Isn't there a legal option, like a class action?

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Old Labs (VS1-329-L12FZ)

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Nope, but we don't know how they may have reallocated dedicated commercial and government capacity and residential subscribers may be taking it on the chin. We'll never get a meaningful answer.
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VeteranSatUser, Champion

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I will tag on Susan's post. In the last week I have noticed notably slower speeds. By slower Saturday around 6pm I was around 350kbps. I don't remember ever seeing it that slow last month, which is typically the slowest month of the year.

Makes me wonder what they have changed behind the curtain.
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Dan

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I've contacted an attorney about this matter, this is clear breach of agreement on Viasat's part, they can't give us less service for our money that we initially agreed to pay for, this is theft.
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panahead

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Dan.. Please keep us posted!
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Charles Williams

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agreed i would be happy with 1/2 or even 1/3 of what im paying for but these constant dial up speeds and the live chat folks kicking me from the chat before i can get two words typed out,(says chats session timed out, in like 5 seconds) when i ask about whats going on. i dont have any other options in m y area and this effects my career and family life(son who plays fortnite and other games). i hope we can get there attention some how.
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Susan Jenulis

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You're right, we're in the "dark" and it'll stay that way, as long as their profits go up.  The evils of big business.  I've defended them in the past,,,,, all things change in time.   Now I'll get off my soapbox.  Anyone heard from the viasat listens reps?

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Old Labs (VS1-329-L12FZ)

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They're sheltering in place ;) Like I did during grammar school in the 50's and early sixties - get under your desks that will save you from the nuclear bomb.

But seriously, I suspect they're in observation mode right now before reporting back to HQ - rumor has it an Angry Mob Fun Run is beginning.
(Edited)
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VeteranSatUser, Champion

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There goes your chance at being a Champion Susan (not that you care...lol).
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Terry Hill

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Oh my, all I see with this change is Viasat is digging a hole for there residential customers. With all the other big companies coming out with low orbit birds soon and with new plans from cell companies offering true unlimited plans you would think Viasat would be making there plans better to try to keep customers NOT drive them away smh. 
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Gwen

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Terrys right , i think with this new update to the policy and slowing everyone down more ppl will look into mobile hotspots with true unlimited plans and get away from viasat when they find out they can get better more reliable service in most cases and at half the price with no contracts to sign and get locked into https://www.verizonwireless.com/prepaid/
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Old Labs (VS1-329-L12FZ)

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Leaving Viasat to all of thus having no other viable options as it should have been all along... you're getting even me excited now and I don't excite easily. 
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Terry Hill

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I have Verizon now just use Viasat to record my shows all day on Playon. As far as service with Viasat i'm happy, just if they change my plan to be not worth having then i will drop it.I just use Verizon for gaming atm, Been using Viasat 24/7 to record with no problems is why I'm not complaining lol
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Gwen

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@labs *Rubs you behind your ears* Yep i think 2019 will be a much better year for us satellite users seeing as how we have more options available to us than some of us previously thought ,My hotspot will be here in a week and i'm jumping off this sinking ship known as viasat , You can't reach what's in front of you until you let go of what's behind you 
(Edited)
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Old Labs (VS1-329-L12FZ)

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I know I'm looking forward to having my own beam once y'all leave - I fear I live in a dreaded dead zone with only one direction out and that's up - I'll trial in the spring but even then, the nearest cell towers are in high density population, near the interstate and another major highway used by those pesky yankees trying to circumnavigate DC.

You'd think that being just 45-50 miles from DC, I'd have better options- but nooooo!

My left leg is thumping uncontrollably from that ear rub.
(Edited)
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Brad, Viasat Employee

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Official Response
From time to time, Viasat makes updates to policies that impact our customers’ service. We recently updated our Network Management Policy to ensure the best experience for the majority of customers on our network.  We have also notified any customers who are impacted by this change by letter and email. 

Our customers’ satisfaction is paramount, so we have a team of specialists ready to respond to any questions about this change,and to make certain every customer is on the very best plan for their needs. Email us at ViasatListens@viasat.com and we'll respond ASAP or you can call our specialized team at 844-715-4412
(Edited)
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Susan Jenulis

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My response:

After approximately 10 years with you, I am in shock that you can “change” my plan to better serve everyone but me.  I do understand this wasn’t your personal decision. This is a bunch of greedy CEO’s and shame on them.  I want to stay on viasat 1, with the plan as stipulated when I agreed to it, that I would have up to 25 mbps,  and in the past 10 years all has been well.  NOT NOW.  I have been throttled the last two nights to roughly 4 to 5 hours of 1.5 to 3 mbps,,,, not enough even to stream or use my internet phone.  I’m sorry, I’ve batted for you before when people have complained about slow speed.  I’ve even written a positive review of excede for viasat PR personnel at their request.  Now this.   No amount of words can convince me this is fair.   I”m hoping it’s not legal.  Where is the original wording on the Freedom 150 GB plan with boost 25?  I don’t believe you can gut my speeds simply becacuse you want to add more people when I am suppose to be able to use up to 25mbps.


my speeds have been great, until you throttle me in the evening.  I will continue to run tests.    This is a violation of your contract.  You cannot have someone sign-up for a plan then decide your formulation for data use will change so we get less for more money!!!!!!!!!!!!
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Brad, Viasat Employee

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Hi Susan

We can certainly talk to you and hear you out. We have our viasatlistens@viasat.com email and a special team at 844-715-4412 
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Dan

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Susan, contact me via *removing personal information*, something will be done about this.
(Edited)
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panahead

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Dan... How can i contact you? I have called the viasat =number 3 times and have waited for a senior advisor... have yet to talk with anyomne.. spent hours on the phone.. was promised a call back.. the phone rang once.. i ran to pick it up and it was a hang up... no call back.. nothing... i fell like i have been sh*t on... i saw you had your comntsct info on here.. i would love to figure a way out of this mess...
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Brad, Viasat Employee

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Sorry sharing private contact information is against forum rules. We remove contact information as a security and safety measure
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Brad, Viasat Employee

  • 3443 Posts
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Emailing viasatlistens@viasat.com will get you in touch with myself, Matt or Diana and we're all corporate employees so we will respond to you. Due to the volume on emails it may take a day or two but you'll get a response
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Michael McDowell

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Anyone know a good reporter that can get this story out to the masse?.  Only the Court of Public Opinion has a chance of influencing Viasat and/or Viasat investors!
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VeteranSatUser, Champion

  • 5133 Posts
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Not really. First, I am out of town half the weekend. Second, i post through my Verizon on this forum. I typically dont bring this forum up on my computer.
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Gwen

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Oh yea i forgot about the weekend coming up , Guess it's back to Playstation till the kiddies are in class monday 
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Bradley

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Lol. I find it a little ironic you wouldn’t use the service to post, but that’s just me.
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VeteranSatUser, Champion

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How do you think I avoid double posts!
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Bradley

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Think latency makes the difference?
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jim ikner

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I just got my email from Viasat today.  Same story as above.  This is crap!!! Lets you know what kind of people are running Viasat. I dont have a problem with making a buck - but this is wrong. The plans that are offered as an alternative really suck!  I checked on hughes net and the plans there are not better.  New broad band service is coming to my area as soon as it is available I will dump excede. 

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Old Labs (VS1-329-L12FZ)

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Unlimited plans are likely on Viasat-2, different transponder, different beam footprint - you may not be in that coverage area (some people even have to enter down to the street address level to determine if in a Viasat-2 coverage area). The Viasat-2 beam may only cover a portion of your Viasat-1 beams area. When in doubt call and ask or rely on what your account page says you can switch to.
(Edited)
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Michael McDowell

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I gave up trying to find any logic in the things that Viasat does.  Guess they figure there is some way to make money with the different plans for areas that are that close together! 
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.

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My zip, pic 1.  70 miles away, pic 2.

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VeteranSatUser, Champion

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That's nothing.

I can show you two different sets of plans less than two miles apart!!!
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SonyaA

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yea its not beam or foot print all this is the same same hub and everything I have gone over the maps and graphs 
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Terry Hill

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Was sitting in my recliner and happened to notice the blue light on my modem was pulsing so bright I get up to check it out and it was hot. I put a fan next to it to cool it down cause it is smokin on this Friday night.
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Bradley

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Lol. I’m not sure your modem is the only thing smoking. That’s fast for ViaSat unfortunately, but it’s not smoking in the real world.
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Terry Hill

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Being on Liberty pass after using my 12gb of data it is smokin! lol My Verizon is at 50mbps but fior Viasat it is fast yes.
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