Can no longer recommend viasat due to inconsistent performance and slow speed

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  • Problem
  • Updated 2 months ago
  • Acknowledged
I have been a subscriber for the past 2 or 3 years and up until about a month ago was satisfied with the performance, however there times even during the day that I am barely pulling 1 gb of speed. I call the support number and jump through all of the hoops resetting the modem, the router, bypassing the router etc. with no change. Apparently Viasat has oversold this product and is unable to live up to what has been promised.
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RogerH

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  • upset

Posted 2 months ago

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privatejordy

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I'm always prompted to check my speed when I see one of these forum messages, and I guess I'm in a great geographical area or just lucky because my download speed right now is just over 34 Mpbs, but earlier it was only 21.
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Steve Frederick, Champion

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@RogerH, if you are getting 1 gb speeds, you must not be on Viasat. That kind of speed only can be gotten with fiber or FIOS internet.

You must really mean 1 mb speed.
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RogerH

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Oops! Yes I should have said mb.
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privatejordy

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VeteranSatUser, Champion

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Speed is all over the place.  Yesterday morning I was under 500kbps.  This morning I was 16+Mbps.  I mean, how can one explain such deviation in the scope of 24 hours? 

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Bradley

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Even cable connections vary. The one I have frequent access to will jump around some days from a high of 200Mbps to a low of 88Mbps. Sometimes I even get short disconnects. The biggest difference is that at a slow 88Mbps, 99.8% of people would never notice. When satellite speeds drop below 1Mbps everyone can easily tell. My fiancé didn’t even know what a speed test was or why you might do one till she met me. The average joe doesn’t care if everything works when you use it.
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Ron Frank

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Dont know about you Vet, but lately even if I do show 16+ at times my internet is painfully slow.

Couple nights ago I sat waiting for pages to load, so the wife did a speed check and it was 17.  I was like  HUH?  WHAT?  I thought for sure it was between 1 and 2.  It wasnt that agonizing below one slow, just "relatively slow" or much slower than normal.
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Stephen Rice, Champion

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Old Labs

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I mean, how can one explain such deviation in the scope of 24 hours? 
Subliminal messaging from Stephen... Aliens!

Who needs the Magic 8 Ball when ads will do the trick?
(Edited)
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GabeU, Champion

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Eek.  Ad blocker needed.  
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annie

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I couldn't agree more with my pure “dislike” for this services and the monotanous cycle that is calling them and the hoops jumped though and time wasted for....right zip nothing!!!! So frustrating!
(Edited)
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Ron Frank

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We have exede voice.  When they get to the "unplug and reset your modem" hoop, we explain we have exede voice and the call will be dropped.  Okay on to a few more hoops then they say "Im going to do a remote reset from this end"   NO WAIT WE HAVE .............  ((CLICK))    Call them back and start over at hoop 1 again with somebody new.
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Andy Schack

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I would like to say that what you just described was a fluke, something out of the norm but I can't. It embarrasses me to NO end when I hear stories like this from customers....it makes me hesitate to even give out the customer care (their name for that dept NOT mine) dept's phone number. 

On the installer side, it's not much better. I had a HUGE issue yesterday......one that bothered me so bad that I couldn't even sleep last night which is WHY I'm posting this at 4:45 in the morning and not in bed. I was basically forced to call the tech support number, something I virtually refuse to do anymore. The guy I spoke to told me to re-provision the modem....an ACTIVE modem. To use a very apt analogy, it would be like someone telling you to walk outside AFTER you've already walked outside....you CAN't....you're ALREADY outside. I pretty much blew up at the guy and hung up. 

There are very few things more aggravating than knowing MORE than the person on the other end of a "help" line. 

BTW, Ron, with your permission I'd like to use your story as an example when I'm out in Denver next month. I've already got a pretty long list of issues but when it comes to Customer Care complaints.....yours takes the cake!!

Andy
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James Besser

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Good Luck getting your point across too them .Its called greed on there part. lol all the way too the bank
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Ron Frank

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Andy, feel free to use my story.  We have pretty much resolved the issue, as soon as "customer service" answers we simply DEMAND to speak with advanced tech support.  After explaining the situation they take our phone number and call us back in 5 mins after the reset, they get a quick break, and we carry on with the same tech already familiar with our problem.  Once or maybe twice there was no call back, but for the most part theyve been good and it works.
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fmj77

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RogerH, satellite internet, whether Viasat or Hughes, is only recommended for those who have no other choice other than dial up.
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Ron Frank

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LMAO  dial up isnt even an option here.  Phone company said all the static and noise in the line prevented a good connection.  When asked why there is so much noise they replied, "We think one of your neighbors has an electric fence not properly grounded."
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fmj77

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Sounds like your only choice is satellite.
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Ron Frank

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Yea satellite internet, and satellite TV.  Previous residents kept switching every few months when they didnt pay their bill.  They just set up "new" service in somebody elses name.  We have DirecTV and "started" with Hughes, then switched to Exede.  Our house had so many dishes live and abandoned it looked like a NASA installation  LOL
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Billy McDade

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I have dsl but was really bogging down getting 6 mbs, so i signed up for Viasat 3 days ago.  They said i would have a few days to try, but apparently when i was rushed to sign an ipad i am locked in for 24 months!  the download speeds during day  are 40-60 but weirdly drop to 5 at 10pm,  and ...the spooling effect.  even with those speeds, browsing is slower,  router shows terrible signal.  I had very high hopes.  Anyway, since locked in i need extenders.  I have a netgear wndr9500 which is 802.11 compliant but signal shows poor.  Are there better ones to maybe help viasat signal and reach to back of house?  Signed...Billy, Mr. Disappointed.
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Billy McDade

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yes, And i know it should be, but it isn't.  I think the ping rate is main culprit  they don't really mention.  I am sure 6 sounds great,  but I pay for 10, work at home and generally have 4 computers running at once,  add ipads, phones, roku etc and you have issues:)  anyway, guess I will deal with it.  But it is odd that every morning speedtest is 50-60.  now, 7pm 18  and by 10 it will be single digits.  I am not near data limit but seems to happen consistently.  
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fmj77

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It is due to congestion on your beam.
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Ron Frank

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Typical of congestion.  Adults are at work and its summer so kids sleep in mornings.  In the evening EVERYBODY wants on.
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VeteranSatUser, Champion

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Billy. Any good repeater will work if you have a low wifi signal. But that's not really going to improve the performance of your system. The high ping rate shouldn't impact you either. The slow speeds and or video resolution downgrader will impact you.

I hate when people give up reliable DSL for satellite. It can lead to disappointment.
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Ron Frank

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LOL Vet, its like my satellite TV company with the ad to "cut the cord" with your cable company.  Service is no better, channel lineup is no better, and depending on your cable provider the price is the same or more.  Its still a subscription TV service.

EVERYTHING has some sort of issues, but OHHHHHHH, if DSL was only available here.