Comments from a Long Time User

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I started this service when it was Wildblue in August of
2009. I am still with these people because I have no other alternative. Wildblue/Exede/Viasat has always over-promised and under-delivered ever since I subscribed to their service. I have not complained for many, many years because I have concluded it does no good.

I agree that there appear to be shills on this forum who immediately come to the defense of Viasat, no matter how legitimate the complaint is. I do not know what these shills’ agenda is, or whether they are compensated by Viasat.

There are many, many thousands of us with pent up anger against Viasat's ongoing deceit and will switch service as soon as an alternative becomes available. I would not want to own stock in Viasat, but see selling their stock short as a good investment.

I am on the Liberty 12 plan and am nowhere near my 12 gb limit. However, my speed test says that my download speed is 0.3 mb/s. Unfortunately, this speed is typical for me during most of the day, every day. Even when I should be so lucky as to have my speed test indicate 1 mb/s, my websites still take a long time to load. I suspected my speed graph is like a saw-tooth where the speeds reach 1 mb/s for a fraction of a second then go to zero then back to 1 mb/s for another fraction of a second, etc.

I feel sorry for the suckers who are new subscribers to Viasat. Us old-timers crossed our fingers and hoped that the propaganda about the second Viasat satellite would allow Viasat to come close to what they promise. Unfortunately this has not occurred.

The shills quickly point out that Viasat never promised speeds of 12mb/s download, but rather promised speed up to 12 mb/s. The fact is that the "up to speeds" have occurred for me about 2% of the time during the nine years that I have been a subscriber. The shills can say what they want, but Viasat's advertising is deceptive advertising.

I am on Viasat beam 328 or Viasat beam 329. The beam that I am on seems flagrantly oversubscribed.

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MEM

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Posted 7 months ago

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Bev, Champion

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I think the difference is that some of us, like myself, who do have routinely good speeds and like our service have learned to do a few things that others don't. First, we never expected Viasat (WildBlue, Exede) to be like cable, DSL or fiber. We knew it was limited data, we learned to manage our data usage and, occasionally bought more data. We chose plans that came closest to meeting our internet desires and, learned to make what we had work for us.

We also don't complain here, we do post problems we encounter and, when we are offered advice from Viasat or other users, we give it a try. When none of the routine things resolves a problem, we get with Viasat and get to digging. We find the reason for the decreased performance and, in most cases, get it fixed.

Me for example, my speeds dropped markedly several months ago. I didn't just sit back and let that be, I tried all I could on my own, then asked Viasat for a service call. turns out there was a hairline/pinhole crack in my cable house and some corroded connections. TRIA performance wasn't what it could be so, the tech replaced that too. Problem solved, speeds restored.

I realize the cost of a service call can be a bit much for some people but, that's what Easy Care is for, get the service call if you need it - might surprise you. Email viasatlistens@viasat.com, have them take a look and see what might be done to improve your speeds. Be patient, work through their suggestions and, do what it takes to eliminate any possible issues before you assume it's simply congestion or bad service with no solution possible.
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VeteranSatUser, Champion

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Do you have the built-in Viasat router? If you are on the up to 25Mbps you do. You should NOT have to plug in a device directly to get the top speed. That is a problem with the built-in router that has been talked about on here many times.

If you do want to get better wireless speed, bypass the built-in router Viasat provides and attach a high-quality third-party router.
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Susan Jenulis

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Yes, I do have the Viasat router. I guess I missed the forum input on this . I’ll go ahead and turn the Viasat router off and set up my personal router and see how it goes. Thanks for the suggestion!
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VeteranSatUser, Champion

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It can't hurt to try. The built-in router in that modem is not very robust to begin with. I know I wouldn't use it because of the lack of range and capabilities.
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Susan Jenulis

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I am thrilled, changed routers, disabled built-in.  I now have 40 mps on the new airport router.  Never saw those numbers before on the built-in router.  Thanks for the encouragement to switch.  You've put a big smile on my face!
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VeteranSatUser, Champion

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Its just sad though. Viasat should have either fixed that modems issues or ripped out the wifi people don't want anyhow.
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Oliver

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I wouldn't call them shills at all, people pointing out the up to speeds parts are more so making fun of the marketing.

My gut feeling when I first got here that all the new posts about problems from first time posters was astro turfing from Hughes net. But I've learned that viasat sucks at makerting and resellers just flat out lie to get the commission.
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VeteranSatUser, Champion

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Location is a major factor in what kind of experience you will get. Stephen will get on here and go on and on about how great Liberty is. Meanwhile, my primetime is typical 0.5 Mbps. It has nothing to do with installation. 3 hours after primetime I can pull close to 10Mbps. If you are close to a beams edge and/or on a very congested beam (both counts for me) then you are not going to see performance like those in areas where there are low subs and strong signals.

Viasat did have a plan to fix this with Viasat-2 spot beams targeted for highly congested areas. Of course, now that there are problems with the satellite, the best laid plans have went astray. So both us, the end users, and Viasat end up being the losers.

So now we must ask, when is Viasat-3 launching?
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MEM

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Wow, Bev,

You have been busy with almost 3000 posts.

I do know that there are happy people using Viasat.
I also know that there are unhappy people using Viasat.
I do not know what the ratio of happy to unhappy people is. Perhaps you know.

You suggest people work with Viasat to solve their problems. This presumes that they haven't tried enough to get the good service that you have. Perhaps you have just tried harder. But perhaps they have tried even harder than you to solve their slow speeds. Perhaps they have tried everything you suggest.

And perhaps there are technical and business issues on some beams that cannot be solved by working with Viasat. Like the beam being vastly oversold.
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david, Champion

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If you're having speeds that slow not during  prime time and you haven't used all your data up you have some other problem than just Exede being slow. It's just that simple. You might not have found the problem yet but it's there. Get Easy Care and make them find and fix it.
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MEM

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I know that there is nothing wrong with my system because there have been times when my download rate has been greater than 15 mb/s. My signal to noise ration is greater than 9. All other system parameters on my end are excellent. The problem lies in the pipeline traffic. It is overcrowded.
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Bev, Champion

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As David said. I too sometimes saw speeds of ever 42 Mbps, but then at random it would tank to under 2 Mbps, which for my beam simply doesn't happen unless there is another issue going on. My readings all looked good, basic/ first line troubleshooting could see nothing wrongs, I saw nothing wrong but, a good tech on a service call found plenty of little things that weren't quite up to snuff. Things that didn't affect the readings and, that I didn't notice or even know to look for and, by correcting those things, my service improved a good bit.
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david, Champion

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I got Wildblue in early Dec '05 and about 3 or 4 months later it started getting slower and slower, then finally quit. After much searching by the installer they finally found that we had defective coax (defective not the wrong kind) and had to replace it, all 147' of it. Luckily we had put electrical conduit from the modem all the way out to the pole so they were able to pull new cable with the old cable being pulled out.

MEM - Exede is not overcrowded all the time. If it's slow all the time, not just prime time, you have other problems. You don't have a limb that's grown leaves in front of your dish by any chance?
(Edited)
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Stephen Rice, Champion

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Liberty 12 is nice.
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Stephen Rice, Champion

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This forum really needs an ignore user feature. I'm sure plenty of people would love to put me on ignore.
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Russtytrucker

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No offence, Love to have a beer with you sometime. You have better stories to tell other than how much you like liberty.
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Stephen Rice, Champion

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Thanks. It's all about the cheese wiz.
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James Besser

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stephen rice now now what would we do with out you chin up smile all is good
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Bev, Champion

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Nah, can't ignore my favorite forum curmudgeon. LOL  Besides, where else am I going to hear Southern humor from even further south than I am?

By the way, Stephen, you ever get up this way on a weekend, we have to have a Steve party at my house. My husband, step son and, a neighbor are all named Steve (Stephen or Steven.)
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Steve Frederick-VS1/Beam314, Champion

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Liberty is OK, Freedom is the best.
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J&J

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I CAN'T complain.  I suppose I'm just lucky to live under a lightly loaded beam (369) and my speed is always very good.  I'm even luckier because my area is not affected by the mis-aligned beams on VS2, I can get the 100Mbps Platinum plan with 150GB of priority data.  That beam shines from upper Marin County North of San Francisco, all the way down to Gilroy California. I do feel for those that are on over-loaded beams. ViaSat has some absolute geniuses working there but they don't have a clue about human relations, certainly not customer relations.  The term "The Devil's in the details" is over-exploited by ViaSat and it may very well be their downfall.

ViaSat uses arbitration to settle disputes, but there is a fact about arbitration: 

Is there any use for an arbitration agreement other than to screw the less powerful party over? It feels like falling back on a EULA as a "We can do whatever we want to you" card, but with slightly more bite.

ViaSat MUST stop their deceptions, their empty insinuated  promises, (those are the promises of absolutely no substance), their half-truths, their mis-leading statements of equipment availability, their sweeping problems under the rug, and most of all, they need to stop saying to each other "Whew!  Good thing we had that clause in there" or they are going to fail as a company. 

ViaSat lost a group of investors of which I am a member of back when the 25Mbps modems were first offered.  They showed up in very limited areas at first and ViaSat kept saying "in a couple months" they would be everywhere.  I was patient and allowed a few months for them to materialize, planning ahead for when they were suggested to be everywhere, and then they weren't.  I had scheduled a demonstration session at my home for the members of our group to witness what a great thing ViaSat had going with Exede.  When I asked where the new modems were, and what about that "2 months" thing I was given a now typical cop-out answer by Alex that Exede said that was "probably" but still in only select areas.  I was going to be making a showing of why we should invest in ViaSat, but there was a problem... the new modems were still in just a very few limited areas and my area was NOT one of them, even though I am in Silicon Valley, the land of stupid-rich people with billions to invest.   Fast-forward to VS2....  I am silent about investing in ViaSat because I was humiliated by ViaSat once and this time I decided to actually see the thing operate before making a push to move money into ViaSat.  We could have bank-rolled the entire VS2 project.  We collectively own zero shares of ViaSat right now, with no hope of ever going there in the future because my first push caused others to keep an eye on ViaSat and now I don't need to say anything, the others know already- ViaSat is untrustworthy, and ViaSat has been black-listed.

Someday ViaSat may turn itself around and behave in a more socially acceptable manner and that will draw more than just customers, it might even bring in new investors.  Time will tell, but they don't have forever.

I have other Internet sources available to me but it has been the novelty of ViaSat that has kept me here.  ViaSat is impressive.  They have a satellite that can distribute Internet to millions of customers individuall and I find that simply amazing. I'm not impressed with how they treat ordinary people though.
 
Good Luck ViaSat, the future has a lot of people looking at you with a dim view. Either give them a brighter day, or you are going to go dark.
 



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VeteranSatUser, Champion

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You hit on another key problem. While I know it wasn't planned, there is a high density spot beam over you, where you don't have performance issues in the first place. Meanwhile, there are places in the east that are terribly congested, have no spot beam now, and have 12Mbps plans costing $200 offering less priority data than they did 9 months ago. Does that make any sense to the consumer? On here we know and understand there have technical issues, but think about the poor dealers that have to explain that. Andy can probably atest to that.

Technically, I think Viasat is superior to what Hughesnet offers. But to improve their customer base, I think there is a lot of work that needs done marketing and selling the product.
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J&J

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 @ VeteranSatUser, Champion,

Well said.  There was no congestion here in the first place but we can enjoy the fastest connection ViaSat 2 offers anybody.  It's almost like they want to really shine over Silicon Valley and Marin County because that is where the big money is.  The problem is that people talk.  When someone says ViaSat is is untrustworthy to ordinary people, others take that to heart and won't even investigate ViaSat's potential.  Some of us are like ViaSat was at it's founding... sure there is money to be made, but the love of money isn't what started ViaSat, it was to see someone's technology work and be a benefit to many.  Some people have a conscience and demand real people are taken care of fairly by the companies they invest in. 

ViaSat lost their vision and hooked-up to the money train and hasn't looked back.  It wasn't suppose to be about how much money they could make, it was dreams fulfilled, and that proud moment where Mr. Dankberg could say..  "Hey look, it works!"  THAT  was the ViaSat that formed many years ago.  
 
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Stephen Rice, Champion

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Liberty has unlimited data and Freedom does not.
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VeteranSatUser, Champion

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Both have unlimited data. It all depends on the speeds you get at certain times after using x amount of data.
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Brad, Viasat Employee

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Sorry I meant to reply on this and unintentionally closed it. I'm really really sorry about that.

Some areas are still feeling quite squeezed right now and we're actively trying to remedy the problem with a variety of solutions playing out (encouraged ViaSat-2 switchovers, stopping new activations, etc.). You most likely are right about it just being network traffic, but I think just like going to the doctor we might want to look at everything just to rule it out and by that I mean I'd like to take a look at the account to see if the modem or dish might be having issues. If you email me at viasatlistens@viasat.com I can take a look for you. 
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MEM

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Brad,
Thank you for your honesty and response.
I have always found the forum moderators to be helpful, decent, and reasonable.