automatic throttling?

  • 3
  • Problem
  • Updated 10 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 11 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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Mark

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Mark

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fmj77

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Sounds like Viasat has decided they can slow us down whenever they want. Fabulous!
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SonyaA

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we can leave when we want also and this would break your contract its not what you agreed to under your contract term I am betting only ones getting this are those OUT of contract so we have to resign one to go to the new satellite well before I pay more I will just tether to my phone plan I have 60gb and hubby has same that is 120gb a month for $110 I keep Viasat for convenience if it becomes a issue where I can do things faster on our tethered phones and it gets too slow I will terminate Viasat. I DO PAY EXTRA FOR FASTER SPEED so you are going to make me pay for something you are not going to give me?
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AZgl1800

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yup, they have slowed us down to less than 1Mbps every night for the last week, and we are inside our  Priority Plan right now.....
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Michael McDowell

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Now this just got crazier!  I thought most of the problem was for the people with the Freedom 150GB and the Unlimited Bronze,Silver, and Gold 150GB  plans!
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Old Labs (VS1-329-L12FZ)

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Not really, everybody's subject to slower speeds during really busy periods. It could be normal in his service area. It depends what bird AZgl1800 is on. We don't know all of his parameters.

Most folks only run speed tests when sensing things are slow yielding some inherent bias.

A serious test would involve running them every 15 minutes, with a fixed size, and analyzing a much greater sample size over a longer time frame (several days or more) . Of course good luck with your data cap/threshold if doing that.

Most folks aren't going to dedicate their internet connection solely to running speed tests ever 15 minutes over several days to get a valid statistical sample. Although there appears to be one individual over at testmy.net doing that - hope he's not on your beam!   
(Edited)
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Michael McDowell

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I thought most of this discussion was related to the new data management policy and that it was mostly directed at the people with the old 150GB data plans.  Of course, most people are naturally slowed by congestion in the evening!  The biggest point of contention is being slowed WAY down in the evening!  Even when you have plenty of prime data left.  And that happened overnight for most of the posters here!
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Old Labs (VS1-329-L12FZ)

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Ask AG for his parameters... conversations drift off topic frequently around here ;)  All symptoms don;lt always indicate the same disease. How many times do we hear "I'm having the same problem" when in fact its a different problem?

In the past AG has indicated he's on a Unlimited Bronze 12 with 35GB threshold - doesn't fall into the recent policy changes. 
(Edited)
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VeteranSatUser, Champion

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I am sure running speed tests ever 15 minutes over a 24 hour period will show a medium speed of 25Mbps.

I mean that is what Viasat said in the email right :).
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Michael McDowell

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That is why I said that this just got crazier! And muddied the waters!
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Old Labs (VS1-329-L12FZ)

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Absolutely and you can buy now apparently more data on Freedom if you run out while performing that more serious test - at least that's what the new policy says ;)

Your assuming AZ is experiencing the same symptom due to the policy change, Michael - folks were noting what he says even prior to the change. One isolated anecdote changes nor proves nothing. But does introduce further confusion without clarification if that's what you mean.
(Edited)
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Michael McDowell

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True, but it certainly seems more than coincidental to me.

" then two weeks ago, they put the brakes on, hard!"

sound familiar?
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Old Labs (VS1-329-L12FZ)

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Coincidence?  I 'm not saying its aliens, but it's aliens... sound familiar? ;)

Everybody should really untie the knot in their shorts and see how it plays out and choose their best options. My re-evaluation comes in the spring once the forest canopy fills in.
(Edited)
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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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fmj77

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I'm on the Freedom Plan and have not yet received the email.
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Old Labs (VS1-329-L12FZ)

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Check your spam folder ;)
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fmj77

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Nope. Not in spam folder either. BTW, I'm on the older Freedom plan with 12Mbps speed.
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Old Labs (VS1-329-L12FZ)

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I see no papal dispensation for 12 Mbps vs 25 Mpbs in the Bandwidth Usage Policy.

Maybe it's a staged roll out by beam - they tend not to drop everything at once. Susan did say she only received the mail Saturday morning (others indicate it was received much earlier). Those who receiving it earlier may have been guinea pigs.

If rolling out an a beam basis, we haven't reached peak weeping and gnashing of teeth - hold on to your seat, it's going to be a bumpy ride.

Ever notice how bad news typically breaks after a fiscal quarterly close (December 31) and before the quarterly conference call (early February)? Good news breaks before the quarter close apparently so it can be touted in the quarter conference call. Not limited to Viasat and just pondering... and trying to figure out what's going on. 

(Edited)
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fmj77

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Either way, I'm hoping that we're not forced to downgrade to the Viasat 2 plans. Less data for the same or more money does not sound good at all.
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VeteranSatUser, Champion

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I question the content of this email and how it is worded.

They also don't have to make changes to Viasat-2 plans, because Viasat-2 plans never offered the lucrative amount of data that Freedom or the original "unlimited" plans did. The Viasat-2 plans also tend to be more expensive, another reason to "encourage" people to move.

The earnings call will be interesting. Is subscriber revenue stagnant now and they are trying to implement strategies to deal with that?
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Old Labs (VS1-329-L12FZ)

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The beatings will continue until you move to Viasat-2 and re-up for 2 more years allowing us to increase ARPU ;)
(Edited)
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VeteranSatUser, Champion

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Yea. I would do what some others on here are doing with their land based internet. Out of spite I would to a differen satellite, but it wouldn't be owned by Viasat.
(Edited)
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Old Labs (VS1-329-L12FZ)

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Or you could switch to Liberty and be welcomed to the Liberty fold by Stephen and I - we've been waiting for you ;)

No changes to Liberty and other "limited" plans - yet, knock on wood.

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

Actually Liberty doing much better for me recently - but this too shall pass. If I read the policy changes correctly, the "limited" plans with the exception of Freedom would be the beneficiaries of the change on Viasat-1 while under the data caps.
(Edited)
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Steve Frederick-VS1/Beam314, Champion

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I am on the Freedom plan - 12 Mbps. I have not received the email mentioned, but VS2 has never been offered in my area of New York. I have however noticed speeds are much lower in the past two weeks, even though I have not used more than 25 GB this cycle. 
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DigitalArtist

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I am on the Freedom 150 and have received the email.  I'm ignoring it.  I'm in WNY, Steve.  I believe you're in Central NY?
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Old Labs (VS1-329-L12FZ)

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An interesting strategy - maybe it will go away ;)
(Edited)
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DigitalArtist

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Lol.  No, I'm not expecting it to go away.  I see the email as a push to phase out the older plans and I'm not moving.  I'm having no problems and can do everything I need to do and haven't heard great comments about Viasat 2. 
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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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Old Labs (VS1-329-L12FZ)

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Gordon,

Can you post the content of the email that you received for Freedom (redacting any personal info)? Different plans different emails... and the email is a summary of the changes along with some spin doctoring (as Bev has pointed out elsewhere it's also clarifying the "up to" claim). The actual changes are detailed in the "legal" documents that are linked to in that email. The Network Management Policy link applies to everybody, the second link is specific to your plan.       
(Edited)
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Gordon Taylor

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Sure, don't know how to post the image, but this is the text:

Plan Policy Update 


Account Number: 

Dear X, 

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.

·  Change your service plan: If you would like to switch to a new monthly service plan, you may do so at any time. We don’t charge any fees to switch your service plan and we will not require a new two-year minimum service term to change plans. Simply login XXX at https://account.viasat.com and select the plan you wish to switch to. When you switch, your new plan may have different terms of service than the plan you are currently on. Please read the plan details closely before you make your choice. 


Sincerely, 

Viasat Internet 

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Bradley

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I wonder if people can drop the “boost 25” part of the plan now? Wasn’t that like a $10 addition back in the day?
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Old Labs (VS1-329-L12FZ)

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Thanks Gordon see below:

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 my the mean for you? really means. Essentially what Gordon described as his behavior.
Specifically the Bandwidth Usage Policy.
(Edited)
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SonyaA

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Bradley yes it was when I signed up so dont know how they can keep charging me the extra if they arent going to supply what I pay for. I understand its UP TO but it was also stated that paying this would give priority speeds over the cheaper packages so if they take that priority they are taking what we paid for. 
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SonyaA

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Gordon is your contract up??? I see your email says you dont have to sign a new contract I am on same plan and my email does not state that. I am out of contract and have been for quite some time 
(Edited)
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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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Old Labs (VS1-329-L12FZ)

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Or if you haven't gotten it yet, maybe it hasn't kicked in on your beam yet ;)

They do tend to roll changes out in waves on a beam by beam basis. The legal policy documents change but it takes a while to propagate the changes across all beams. Hope for the best.
(Edited)
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Bradley

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Lol. Well there will probably be a lot of cancelled Netflix subscriptions nationwide in the next few weeks as it rolls out. I’ll probably end my more than decade long love/hate relationship with satellite before the next step occurs.....rate increases for older plans.
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Old Labs (VS1-329-L12FZ)

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Ahh... but with rate increase you can cancel without early termination fees. Not that it matters after your 2 year commit ;)  
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Bradley

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I suspect letting the plans become a year old at least before applying changes also factored in the fact that ViaSat would have recouped most of the install and upfront costs by this point. By the time people wait a few months trying to tough out slow speeds before canceling (or changing plans), the cancellation costs would only add up to less than $100 per cancellation in the event of a rate increase. Probably all profits, but that’s speculation.
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SonyaA

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Need to send netflix email stating they can thank Viasat and their need to try to force customers into a new contract by slowing their speeds , for the reason you have to cancel 
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VeteranSatUser, Champion

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I don't think Netflix is going to miss the few Viasat subs that do cancel.

Viasat has under 600,000 subs. Netflix? About 120 million.
(Edited)
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AZgl1800

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Well,
my love affair with ViaSat is coming to an end.... today it is giving me 49Mbps down, but only 0.98Mbps up... and that is a real deal breaker right there.

The other killer is that during Prime Time between 5:30 to 9:30 pm hours, we are lucky to set 0.5Mbps down, and 0.1Mbps up.

My OliveIP rep sent me a SIM for AT&T and it arrived at noon today.
This is with the Netgear LTE cellular modem laying on the Window sill....
I see no reason for me to put up an outside antenna with these results.



I think that come Monday, I am calling my rep and voiding my contract, we have not even gotten thru the 3 month introductory period yet...
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Casual Observer

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I predict storm clouds on the horizon.
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VeteranSatUser, Champion

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1Mbps up is unacceptable?

What am I missing here???
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Bradley

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Maybe he backs up data to the cloud constantly?
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AZgl1800

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VeteranSatUser, Champion
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1Mbps up is unacceptable?

What am I missing here???
====================================
Have you tried to upload a 5 or 10 videos to YouTube at speeds in the sub 1Mbps range?
that takes 2.5 hours on average.

Uploading Images to Imgur.com when I have about 50 of them to upload at one time?
Not going to happen, it will lock up waiting.

There is one other "feature" of the OliveIP LTE modem that is very important for me,
it can go with me to a hotel room, to a Park Bench, to an RV park like from March 5th thru March 25th when I will be on a tour and away from home.... ViaSat can't go along for the ride.... I would be at the mercy of my cellphone's Hotspot, which zeros out at 8gB/month and has a 15gB max/month period....

I have no real beef with ViaSat other than the severe throttling in the Prime Time hours, no matter if I have Priority Data available or not...  we are seeing speeds down in the sub 1Mbps down range, often down to 0.200Mbps

So, enjoy folks, I am going to sign off, and call my rep Monday and ask him to come pick up the hardware.
____________________
Backing up to the Cloud:  that will never happen, I never, ever, upload anything to Dropbox, etc... period.

Images on Imgur.com is about it, and YouTube videos.

Have fun, I have enjoyed the repartee, and showing your experiences with ViaSat.

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VeteranSatUser, Champion

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Good luck getting out of the contract.


Thanks for your posts as well!
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Casual Observer

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Chance of severe storms on Monday.
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VeteranSatUser, Champion

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Maybe just cloudy with a chance of meatballs!!!
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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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370 covers a reasonably big chunk of real estate which off hand appears about the size of NJ at first glance - it would depend on subscriber density in that area and appears there may be some high density populations there. 
(Edited)
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Susan Jenulis

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I'm in California, 1 hour east of Bakersfield.  The part of Kern county that beam 370 covers has been at low enough traffic to offer the 150 freedom plan to Bakersfield.  Other friends in this area have fallen under another beam that the 150 plan was not offered, and they are about 30 minutes drive from here.  I know this is not a high traffic area because if have speedtest records done in the evenings showing 30 to 50 mbps all of last year!  Then I get this email and within 24 hrs, I have consistent 1.2 to 3 mbps for the last two evenings,  I'm sure there hasn't been an influx of exede customers in the last few months.  How stupid do they think we are????
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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

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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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Dan

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I've noticed some VERY concerning things today about viasat. I will check some more options tomorrow, what they are doing is a complete abuse of power, there are laws against companies taking advantage of their customers, this is a serious matter and should be investigated.
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Old Labs (VS1-329-L12FZ)

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So... not only are you unfamiliar with you Viasat Customer Agreement - but also Gmail's policies.

FWIW, Geraldo has some free time on hs hands after an early exit from Dancing with the Stars and cutting back his duties on Fox News.
(Edited)
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VeteranSatUser, Champion

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Sorry. This is more John Stossel's area of expertise. I mean, it's not like Viasat's HQ is in a vault!
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GabeU, Champion

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Maybe Dr. Phil?  He'll latch right onto just about anything in the news. 
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Gwen

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lol i watch dr phil alot 
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VeteranSatUser, Champion

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With or without popcorn?
(Edited)
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Gwen

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With if i have some , But mostly with pizza covered in ketchup with milk : )
(Edited)
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VeteranSatUser, Champion

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That sounds like something Stephen would eat.

With all this forum traffic this week, I am almost out of butter for my popcorn, and the weekend is less that 24 hours away!

Anxious to see how slow the system gets this weekend.
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Bradley

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Well, if we see you aren’t on here, we’ll know it was a little too slow.
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VeteranSatUser, Champion

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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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Steve Frederick-VS1/Beam314, Champion

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Good luck on getting broadband service. I have been waiting for over 25 years now for Spectrum/Time Warner to extend their line the one more mile to my house, but the answer is always maybe next  year. Maybe some day we all will be awarded a good ground based ISP. We can always hope.
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GabeU, Champion

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I'm less than a mile, but I don't have a prayer.  And they told me something like 15K or 18K to do it.  Yeah, sure, let me write you a check.  Just don't cash it till 2068, when I'll be long gone.  :) 
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Gwen

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#gabe im 6 ish miles away from where cable ends , thinking of moving later this year just close enough to where i can get cable and stay out of the city still be in the country type area
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VeteranSatUser, Champion

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You are back! Making sure you were not kidnapped by the fugitives!
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Gwen

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I'm with ya  : ) prolly more dnager from bears atm i hope those guys are long gone by now lol still dk how they lost theyre scent and said it just vanished lol 
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VeteranSatUser, Champion

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Speeds still slow? I assume since you are over the cap the answer is yes. When do you reset?
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Gwen

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Yep still super slow atm , It was nice up till about 3;30 when i was watching anime now im back to about 40 kbps or so , resets 4th though 9 more days lol hows your speeds tonight 
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VeteranSatUser, Champion

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IDK. I am on my way to Motown. Will be back tomorrow night to test.

Anime? Stand by for Deku to contact you in 3, 2, 1...
(Edited)
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Gwen

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Lol nice , You of town for work ? When im working in another state sometimes i have to be gone for a week or more , Had to stay in a cabin in the middle of nowhere once with no power etc 
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VeteranSatUser, Champion

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We have a facility in Detroit, but this is a personal trip. Normally I dont cross the border to that state up north unless absolutely necessary. But my OSU gear is packed.

Curious on your Freedom plan did you use to go over it? Is this the first time you experienced this severe of throttling?
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Gwen

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I usually go over every month ( 150 gig dont last long between 4 people ) i think sooner this month though due to roku and my cousin coming over  a couple days a week and using our net for streaming  but it hasnt usually been this slow when i go over , maybe double what it is now or more 
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VeteranSatUser, Champion

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Well before you switch to wireless. DONT give up your Freedom until you are sure it works for you.

Once you give up your Freedom you wont get it back.
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GabeU, Champion

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One should never give up their Freedom.  
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Gwen

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Yep your right , Late reply i fell asleep lol yea ill make sure it works good before i get off viasat for good
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SonyaA

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ok this is a bit strange I can put in a zip code for 25 miles from me on same transponder and get the unlimited plans but put in my zip code and get the old POS packages. Now what logic is that??? We are both on the same transponder.  
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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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