Brand new, disappointed customer.

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  • Updated 6 months ago
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I just changed to excede from my previous ISP, because my previous ISP was abysmal. I didn't realize I was jumping from abysmal to MORE abysmal. I opted for the "Bronze 12 Unlimited" plan. I was actually going to be okay with even half of the 12 (understanding "congestion" and all of that stuff), but, I seem to be doing good to get 2Mbps during the time I need it. At least, my former ISP was only congested between the hours of 8 and 10. So far, my experience has been that exede is congested from 7 to 11, which means I'll have to stay up past midnight, if I want to watch videos even at 360p. When I first contacted "Andrew" to discuss the possibility of ordering service, I was told that a new satellite went up in July so, I wouldn't have to worry about congestion. Obviously not true. Now I'm hearing that a new bird will go online in Feb. which will be lower in the atmosphere which will cut down on lag -- obviously, I'm skeptical. Right now, I'm again at 2Mbps after testing with testmy.net, FAR from the 12 (yes, I know the loophole "up to" 12) I'd like be a bit closer to. I know these aren't supposed to be "accurate" but, Ookla and testmy.net are our only good choices. I'm very disappointed. I'm another of those rural dwellers who keep looking for an internet savior (Spectrum won't come to my house, and AT&T isn't planning on upgrading their buried copper pair anytime soon) and end up getting another bottle of snake oil. Yes, I've recycled my box -- beyond that, is there anything else I can do to ensure a faster internet? I've only been a customer since Dec. 7. Please tell me I'm not going to regret my decision. 
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Randy

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Posted 6 months ago

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VeteranSatUser, Champion

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I am surprised you would be satisfied with 360p video. You must not stream much.

As far as the new satellite reducing lag time because of where it is located, uhh no. That's not happening. Now, speeds should improve though.

Just curious. Were you previously on Hughesnet.
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Randy

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Man. I hate that for you. My problem is, I have no other option . . . well, except Hughsnet, and, from what I understand, that's no option.
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VeteranSatUser, Champion

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Hughesnet is no better and if anything is worse.


Tough to give up fixed, wired DSL for satellite internet.  Don't make the jump unless you fully understand the differences.

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Randy

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Trouble is, DSL has never been available here. They (Bellsouth, now AT&T) buried their copper pair before the internet (early eighties) and they don't plan on digging it up to upgrade it any time soon. Population is too sparse for cable, so, I'm SOL there, too.
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James

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att lies .. lmao they put brand new uverse fiberoptic lines here in 2013 but refuse to service anyone in the area. at the same time the local techs sit at the old cabnet watching movies in their truck several times a week.
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Randy

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Fiber optics? What's that? We're still using copper pair that they buried in the eighties.
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Stephen Rice

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2 mbps is pretty dang good for primetime.
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Ken

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Wow, now there's a depressing statement.
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VeteranSatUser, Champion

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Better than what I get during prime time :).
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Stephen Rice

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Amen.  I get something like 256k during prime time.  Of course, I'm on a cheaper Liberty 12 plan.  My speeds rock and roll outside of prime time though.
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VeteranSatUser, Champion

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Even the magic beam slows down during Primetime when you are on the Liberty Pass????
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Stephen Rice

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Yep.  But I've always mentioned it slowing down from 5pm to midnight.  Speeds of 256k are pretty dang normal for me during primetime.  It works awesome for normal browsing, but video won't stream during primetime on my Liberty 12 plan.

Fortunately, the Liberty Pass is awesome the rest of the time.  I've got almost 1 TB of video on my Plex/Playon server.

As a matter of fact, I think I'm going to go watch a couple more episodes of Lost before I call it a night.
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VeteranSatUser, Champion

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I need to fool around with Roku and Playon. I bought a Roku stick on Black Friday but done nothing with it. I dont have a free zone anymore, but my speeds get so low at times even uncapped it us best to download video and then watch it.
(Edited)
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Randy

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Yeah. It dropped to 896kbps, shorty after I posted this. :rolleyes:
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Randy

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At this moment, I'm at 1.5 Mbps. And, this message popped up on testmy.net: 

You might have a problem...
Your connection/ scored only 8% of the OVH Hosting average (92% slower). This does not always mean that you're in bad shape. If the Internet package you subscribe to is slower than most people using your ISP you'll see this message.

HA! Y'think?
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Bev, Champion

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If you had a video streaming at the time of the test, that would explain the slow speed. If not, are you testing while connected via Wifi or Via an Ethernet cable. Some of the WiFi modems had an issues with the wifi being slow. If that's the case, then it can be fixed. Sen your account and contact information to Viasatlistens@viasat.com and, request that your slow speeds be investigated.
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Randy

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Was not streaming during test. Hooked up with wifi. That could be the problem . At first, wifi range was pitiful, so I hooked to my router, which improved range immensley.
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VeteranSatUser, Champion

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I would highly recommend using your own router as a start.

Run some tests at different times of the day. Morning, afternoon, evening, around midnight. Report your results.
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Randy

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Yes. That's something I learned, early on. The Varisat box coverage was horrible. I hooked up my router in order to get whole-house coverage.
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VeteranSatUser, Champion

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You would expect that. The built-in router is nothing fancy. It certainly is not going to be the quality of a high-end router such as an ASUS or Netgear.
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Brad, Viasat Employee

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Hi Randy

There could be MANY things causing the slower speeds. Like Bev suggested, if you are streaming at the time of the test that can explain it but I think this warrants a look. Really the most effective way to troubleshoot your speeds is if we are able to troubleshoot AS it is happening which makes sending an email to viasatlistens@viasat.com a slight gamble. I'll certainly answer you and look but chances are you may be seeing everything after business hours and unless it's a modem problem it's going to be hard to diagnose but if you call us at 855-463-9333 while it's happening there's a far greater chance of us being able to help out. 

As for the new satellite it's up there, it's talking to us but we're not putting anyone on it until VERY early in the new year. So customers aren't benefiting from it yet but once we have people moving to it, we will see congestion be a bit lighter in our busier areas
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Randy

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Thank you, Brad. Some one will be getting a call. I appreciate it.
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Randy

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So, here it is: the good, the bad and, the ugly. You know it's bad when your upload speed exceeds your download. I called the number Brad suggested, last night when things started going wiggy. "Everything's green," "Everything's fine here." Well, it wasn't HERE. And then, the "It's like a highway" analogy. Spare me. My question (as it was with my prior ISP) is, why, as a responsible...."traffic director" send me down a highway you know, for a fact, will be congested almost every day at the same time? Why even sign me up, in the first place? What's worse, why, as a responsible internet customer, would I subject myself to the same frustrations of trying to make my way down a crowded highway, knowing it will be congested at the same time, every day. I suppose I embody the old "insane" axiom (the same thing, over and over, expecting a different result).

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VeteranSatUser, Champion

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With satellite internet, the upload speed should remain constant, but the download speed is going to fluctuate depending on beam congestion. It is not unusual for my download speed to be lower than my upload speed every day during primetime.
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Randy

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This is ridiculous. I so regret my decision to hook up to this sorry excuse for an ISP. In my mind, when you start dipping in to kbps territory more often than MBPS, that's fraud. Oh, "call tech support." Yeah, right. "Everything looks fine on my end." "Everything's green." "It's like a freeway...sometimes..." Good, frickin' grief!
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Randy

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I'm at 83kbps.... I'm beyond disappointed. I'm now at full-on pissed. 
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Jess Tolbirt

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You Are Not Alone
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david, Champion

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I know it's no consolation but it'll get better after the kids go back to school, but it'll probably get worse before then :-( . Even without all the unlimited plans it's got bad this time of year for the last few years. With the unlimited plans I would expect this year to be REALLY bad.
(Edited)
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Randy

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Yes....it's....REALLY...bad. :(
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VeteranSatUser, Champion

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I would agree David. For the next 10 days I expect speeds to be pretty bad if not awful, based on past experiences using the service this time of year.
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Randy

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A screaming 721 kbps at this moment. :rolleyes:
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Jess Tolbirt

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And if you think it's going to be slow over the holidays just wait till school lets out for the summer then you're going to go all summer long with no internet. I'm just glad I still got my DSL even though it is only 1.5 Meg's down
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Judge and Jury

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And if you think it's going to be slow over the holidays just wait till school lets out for the summer then you're going to go all summer long with no internet.
Such doom and gloom.  Don't be so short-sighted.  Do you really think this coming summer is going to be a mess? By summer thousands of subscribers will be moved over to Viasat-2 and both satellites will be starving for customers.  Beyond that, in 2 years or less the first Viasat-3 will be up and then it's going to take quite a few years to see Viasat get maxed out again but by then they will have something else to keep our plates full.
 
or...  Oh ye of little faith...
 
 
(Edited)
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Randy

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My faith waned in the first week. As I said, I switched for something better. I got something worse. Despite the "salesman's" assurance that I would be getting better speeds. With my previous ISP, I never dipped into kbps territory -- i've visited that foreign land more often than should be legally allowed since switching to viasat.
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VeteranSatUser, Champion

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Honestly, it isn't as bad in the summer. Maybe because not so many people are concentrated at home at once.

From now until the end of December is when I have found performance to be at its worst.
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Randy

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Well, that gives me a small bit of hope. And, at 86kbps, the only way it could get worse is to quit altogether.
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Bradley

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Did you email or call and let ViaSat trouble shoot?

Unless you’re out of priority data, you should be much faster than 1990s dialup.
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Randy

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I'm on the "unlimited" plan. :rolleyes:
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Randy

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Yes. And they keep telling me everything's "fine" on their end.
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Judge and Jury

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So far, there's nothing to "see."
How true.  Viasat-2 is 22,300 miles away.  It may go "live" within 6 weeks, but the "I want it now" types are demonstrating "Patience is a virtue" has them left out in the cold.

Jess, if you have a minute, look at these two links:
https://en.wikipedia.org/wiki/ViaSat-2

https://www.viasat.com/news/viasat-2-satellite-reaches-geostationary-orbit-successfully-receives-and...
 
(Edited)
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VeteranSatUser, Champion

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Randy. Are you running the speed test on a computer directly connected to the modem? What file size does testmy.net use?
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Randy

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I run the test on both, just to be sure, with the same results (give or take a few Mbps). The file size varies, anywhere from 2 to 6 MB. It seems to choose file size at random on each test.
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Steve Frederick, Champion

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You should be running the testmy.net speed test using Manual file size, 12 MB minimum. The smaller file sizes do not give accurate speed results.
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VeteranSatUser, Champion

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12MB is recommended, but sometimes the speed is so slow it takes forever to run a 12MB test.

He is using automatic as Testmy.net keeps upping the file size until it gets a good result to measure. The fact it doesn't go above 6MB shows he is getting pretty bad speed.
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Ron D Stricklin

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Randy, you may regret your purchase. Then maybe viasat 2 will be good and there will be less of a congestion. This isn't going to be clear until Feb. None of which changes the fact that customer service (which happens way to often) lies to you.
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Randy

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The operative word: "maybe".
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Randy

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Thanks for the encouragement. In this case, it's fool me once (my previous ISP) shame on you, fool me twice...
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Randy

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@Craig

You can just slow your roll, bud. If Viasat doesn't like what I'm saying, they can cancel me...with NO penalty. Meanwhile, I'm stuck here for two years unless I want to pay the early cancellation penalty. Maybe I came in at a bad time, but, as previously stated (ad nauseum), I switched for the better and got worse. If it gets better, I'll be the first person to sit down to a big ol' plate of crow and like it. Until then, if you don't "need people like me" then, just keep on scrolling cuz I don't need no trolling.