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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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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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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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?