Congestion on beam?

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  • Updated 4 weeks ago
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Called customer service because my speed is EXTREMELY slow and I can’t stream. Under 1 to 1.5 mbps download and 1 to 2 mpbs upload. They had me go thru all the steps to troubleshoot and reboot everything which I had already done. Then THEY do a Speedtest on their end and get the same result. Only then do they start looking into it with a supervisor and after I’ve been on the phone with them for an hour they tell me there if CONGESTION ON THE BEAM I’m on? She admitted it was because there were so many users on the network it was impacting speed. They couldn’t determine that BEFORE spending an hour of MY TIME assuming it was MY issue? Especially since it sounds like a known issue.

At the very beginning of the conversation I said to her that i was getting to the end of my month and had 10gb of data that I planned to use TONIGHT to stream because I refresh in 2 days and will only use 3gb in my normal usage over the next 2 days. Now I was going to ‘lose’ that extra data because speed was too slow for me to stream. I said that I would like that 10 gb credited back to my account. She said yes she could do that and I could hear her typing and saying out loud what she was typing. I then said that I didn’t want that additional data credited until after my refresh in 2 days. She said yes she understood and again typed something and said out loud what she was typing. There was no doubt in my mind what she told me.

Then she goes back and forth with the supervisor to see if there was another way to resolve my speed/congestion issue, like move me to another plan so I get out on another beam (?). No they couldn’t do that. I said if they couldn’t fix the issue and if this was going to be ongoing that I would cancel and I would not pay the termination penalty. I’ve had the service less than 1 month. Again she goes back and forth with the supervisor who said no they would not waive the penalty and gave me the info about the terms of my contract, etc regarding variations in speed. I said I totally understood there would be variations but NOT BECAUSE YOU HAVE SO MANY USERS YOU CAN’T HANDLE IT. She also then completely reversed what she told me about crediting data to my account and said she could give me $25 credit (when it’s $48 for extra 5gb on my plan) or that I could CALL BACK WHEN I RUN OUT OF DATA and they would credit 5gb to my account. And she would not admit she gave me the wrong information.

I was given a lot of misinformation during the call which lasted 2 hours and 15 mins. and my issue was NOT resolved.
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jane

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Posted 1 month ago

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Deku (The #1 Hero Data Saver), Champion

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well... first thing is first... it was sunday night... and also... another thing... satellite internet is ONLY USED AS A LAST RESORT!!! what i mean by last resort is that... satellite internet is only for those people who CANT get DSL NOR CABLE NOR FIBER internet...  IF you do have them in your area AND are able to get them to your home and what not... then... i would have went with them if i was you... CAUSE!!! the reason is simple... satellite internet has limitations on it... ya gotta do your research before signing up with an internet company...

basically... think of it like this... if your looking for a new android phone right??? ya gotta know what the specs are and what the androids phones limitations are. am i right??? cause... if ya just buy an android phone and dont know much about it... then... it doesnt go your way... then you would call the phone company and stuff... then they tell you... oh... well... this isnt compability with this phone. ect. ect. ect. then you would come to realize that... you wished you wouldve done your research onto the android phone and stuff...

^^^^
see what i did there??? that is just an example... BUT!!! all ya have to do is... just do a bunchies of research and know which limitations there are and so forth...

PLUS!!! IF ya dont want to pay the termination fee... then... i uhhh... kinda feel bad for ya... cause... that goes to the collection agency and goes onto your credit score... so uhhh I WISH YOU BEST OF LUCK ON FINDING OUT THE SOLUTION AND STUFF!!!
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GabeU, Champion

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Unfortunately, the speeds of the system can't be guaranteed.  Congestion is a reality on systems that have a considerably restricted throughput when compared to ground based services.  Because of this, speeds can sometimes be lower, and considerably so, during peak usage periods.

They might give data as a one time courtesy, like the rep evidently offered you, but this normally isn't the case, even if you deal with congestion on the last day of your cycle and you saved data to do something specific.  There is no data rollover.  

Don't get me wrong, it's not fun, in any way, to have to deal with congestion, but it's sometimes the reality of the system.  It's one of the reasons they can't, and won't, guarantee speeds.  

Good luck.  
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Deku (The #1 Hero Data Saver), Champion

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@GabeU i must say this to you... YOU KNOW ALOTTA ABOUT STUFF LIKE THIS!!! @>@ BUT!!! that is why i download my animes, tv shows, youtube videos, ect. ect. ect. cause... i know during peak hours... it is a tough one... THAT is why... i download them during the wee hours of the mornings :3
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GabeU, Champion

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In reality, what I don't know is far greater than what I do know.  Most of the technical things I know about satellite internet I've learned over the last three years, and from reading  posts/replies, or having discussions with, people like Old Labs, Gwalk (who's no longer with us), and a couple of technically oriented people on my own ISP's support community.

I do most of my heavy duty downloading late at night, too, though I usually do so manually, rather than scheduling, as I'm often up far too late for my own good.  LOL.  
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Old Labs (VS1-329-L12FZ)

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Generally, you can get a good feel for the congestion level on your beam at any time using the DSL Reports Speed Test (https://www.dslreports.com/speedtest) - I use it for that purpose alone to determine congestion levels overtime to determine when peak usage periods are typical so I can avoid them where possible. I also use the https variant of the test since most reputable sites today are secured. I've found the packet loss percentages on speedtest.net to be unreliable and you have to use a server that actually records that info to begin with - not all speed tests are created equal nor do they always measure the same thing in the same manner.  

When showing the detailed results (as opposed to simply the summary) they include a quality grade, which refers to average detected packet loss / re-transmit percentages during download phase. The higher the packet loss / re-transmit percentage the more inefficient the connection is, and a very poor result may be indicative of congestion, install issues or other problems that may need to be addressed. Typically however, high packet loss in the latter two cases will be consistent not varying between tests and my modem stats indicate no install issues. Don't rely on the letter grade exclusively but rather the percentage behind the grade and investigate the likely cause.

For example, just now I logged 18.8 Mbps download with a packet loss of .6% (that's point 6 and some loss is always inevitable and the reason speeds fluctuate throughout a test ). On one test yesterday (peak usage on Saturday during the day), I logged 6.8 Mbps with 14.4% packet loss. Knowing my system and install status, it's not a install issue nor the weather yesterday - most likely network congestion on my beam. Didn't run any tests last night during prime time since historically there's been excessive congestion well above 14.4% dropped packet rates and speeds drop down into the 1 Mbps range - good enough for simple browsing but not much else.

During congested times when exceeding my priority data, dropped packet percentages increase with and even more dismal speeds - expected behavior due to prioritization and throttling for Liberty Plans. I stay off the highway in those cases when I've exceeded my priority data having profiled those peroids over time - it's not worth the aggravation and I have the flexibility to avoid rush hours as well as a free zone - some don't ;)

Unfortunately with satellite internet, there are no easy button solutions even in the call center...
Tell me and I forget, teach me and I may remember, involve me and I learn.
(Edited)
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yourguytim

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YOU ARE BEING THROTTLED. THIS CONJESTION STUFF IS BULL $#1+. It could as fast as hell. They don’t throttle on your priority data until you use it up. All because they hope you to catch on and buy 1gb for $10 or get an outrageous expensive plan if available. Then they unthrottle you in the ‘non-congestion’ hours to go with there scheme.
What a shame.
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GabeU, Champion

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They don’t throttle on your priority data until you use it up. 
You're absolutely right, which is why the OP is/was dealing with a congestion issue and not a throttling issue. 

It helps to thoroughly read a post before replying to it.  
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Oliver

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The sad part is you have been most likely sold service on an already congested beam. My beam is congested and unusable during many peak times but service is still sold and offered on it. It takes just 20secs to look up the beam a customer is on a check it is the list of congested beams. And yes viasat keeps a running list of them.
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GabeU, Champion

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Ethan Farrell,

I hope you see this message down here, or in your email notification, but for safety's sake I don't email someone I don't know.  I wrote this here due to the fact that if I replied directly to the thread above it would block you from being able to edit your post, which would be a good idea to do as posting your email address in a public forum isn't a good idea.  

If there is something you need help with please feel free to ask.  I will do my best to give that help.  
(Edited)
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Matt B, Viasat Employee

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Took care of it.
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GabeU, Champion

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Thanks, Matt.  :)

I was hoping that one of you might take it down just in case he didn't my reply.  It's better to be safe than sorry.   
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Ronald Stricklin

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I'm not a champion so bare with me..... It seems like your bothered by them blowing smoke up your butt and wasting two hours of your time. You don't seem bothered that the actual issue was congestion but that they wasted so much of your time when they could have easily looked to see that was the problem in the first place. You also don't seem bothered that they couldn't refund your data but instead that they had promised to and later back tracked on that. Again, I'm not a champion but that's what I am getting from what you said. I agree that their terrible customer service should be better in this regard. Perhaps one of the helpful forum employees can take this information you shared and forward it to the company so they might look into the situation and see if they can see why it happened. Perhaps they can then see if they can use that information to improve in the future.