data issues

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  • Problem
  • Updated 2 months ago
  • Acknowledged
  • (Edited)
For days our internet service has been horrible. Nothing will load and when it does it’s so blurry you can’t even see a half way decent picture. I reached out to customer service last night because I believe that if I have to pay over $200 a month for my service it should work. The rep said that our service should not be as bad as it is even if we have used our priority data. Following that she proceeds to tell me there is an outage and should be fixed within a few hours. 24 hours later we still can’t use our internet. I was confused by the outage bit since it’s been crappy for days. Why else can be done if customer service won’t even fix it???
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Jennifer Fowler Hayward

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  • aggravated.

Posted 2 months ago

  • 1
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Homeskillet

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You need to give some background. How long have you had the service? What plan do you have and have you went over your priority data? Did the service ever work well and if it did how long did it work good?
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Jennifer Fowler Hayward

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Service for over 3 years. Unlimited Platinum 100. Yes I have gone over my priority which I basically stated above and the customer service rep stated that it still should not be like it is. Yes the service has worked well, hence the reason I still pay over $200 a month for 3 years. It will usually slow down about 5 days before rollover. This time I was 22 days until the next rollover when it started going downhill.
I understand when I hit my priority that it will slow down some but it should t be to the point that I can’t even stream at al. I pay for the best data plan and can’t even use it over half the month.
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Homeskillet

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For ViaSat with a satellite 27,000 miles away to provide the service they do is phenomenal.


Your over the top pimping of Viasat is  pure comedy. Why don't you come clean, are you an employee, sub contractor, share holder or just a troll? For the record the Viasat satellite isn't that far away, you constantly post inaccurate crap.
(Edited)
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Jennifer Fowler Hayward

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I can deal with some loss but when I literally can’t watch anything because it either won’t load at all or if it does it is so grainy you can’t see faces and every 20 seconds it tries to buffer. Even when the customer service rep worked with the modem she said it was to slow even with priority exceeded. But it started doing this before I reached my priority data.
Thanks for the pep talk. I will say they have come a seriously long way since I first started using them!!!!
And a TB of data? I don’t even know how to use that much. Lol.
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Admiral Korbohuta

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Hey Robin. How's your satellite service with the 65ms latency doing?
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GabeU, Champion

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Jennifer, 

Have you tried reducing the resolution of the stream at the source?  After hitting that 150GB data threshold all bets are off.  It's possible that it's increased prioritization due to more subscribers being on your beam or gateway, causing your speeds to be lower than what they were before.    
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Jennifer Fowler Hayward

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I haven’t tried that and the rep never even suggested it. I would say that might could work but this started before I exceeded my priority data.
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GabeU, Champion

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Kind of along the same lines, it's possible that a higher number of subscribers are causing more congestion.  Or, it could even be due to load leveling of the system to try to help even out congestion at other places, which, unfortunately, can negatively affect your service.  Kind of taking away from the good to try to help the not so good, so to speak.  

These are only guesses, of course, based on what is often the cause of slower speeds and/or streaming issues.  Hopefully it will ease up and be back to normal soon.   
(Edited)
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ExSatUser

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Platinum 100 hasn't been available for 3 years? Maybe you haven't had it more than 18 months or so?

But for platinum 100 that is Viasat-2 high density spot beam so you should be getting good performance.
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Jennifer Fowler Hayward

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I didn’t say I had platinum 100 for 3 years. I said I’ve had service with them for 3 years when asked. I can’t even get it to play at 3 in the morning when I can’t sleep and everyone body in the community is out.
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ExSatUser

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Sounds like something is wrong. Keep pestering tech support until they do something. A high density spot beam shouldn't be performing like that. Find your magic beam!
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Susanne Wooldridge

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I have the same issues and I'm in the mountains of Colorado.  When I first started the 150 GB They gave me open service for a few months.  It was amazing.  Now we are throttled to a minimized amount even at the beginning of our period, even at 3am  
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ExSatUser

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150GB priority data right?
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Old Labs

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Jennifer,

When you say "nothing will load and when it does it’s so blurry you can’t even see a half way decent picture",are you referring to everything (e.g. pages also) or simply videos?

If the latter, go to fast.com and run  a speed test there - it will approximate your speed when streaming videos. Even on Platinum, video streaming is throttled and there may be some issues with Viasat's video detection at your core node. When you call again, be sure to make it clear that it's a video streaming issue if that's the case.

GabeU's suggestion to decrease the video resolution at the source may yield some temporary relief.     

(Edited)
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Jennifer Fowler Hayward

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Sorry so long to get back to you.
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Homeskillet

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OMG, not even twice as fast as dial-up and I thought my Viasat experience was bad.
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Jennifer Fowler Hayward

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And it’s soo screwed up cause we can’t get any cable. Nada where we are. We actually went to ATT the other day as they are our cellphone provider. My husband owns his own small business and they have an option that might work and they will let us try for 3 days. Hopefully we can soon. We found out it would cost a few grand to have fiber ran to our house. Like dang.
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Old Labs

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Depending on how much a few grand to run fiber actually is, that may be the best option... consider the longer term benefits should you ever decide to move or sell that house. You'd be expanding the list of potential buyers.

In retrospect, I should have spent the $6500 to run cable that I was quoted back in 2011-2012. It would now cost $18K just to get halfway here as my neighbor discovered recently.      
(Edited)
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ExSatUser

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Jennifer. You could also say if this issue isnt resolved you will switch down to the lowest costing plan. You are paying way too much for that level of performance. I think something is broke somewhere either with your installation, modem firmware, wifi, etc. So if they dont do anything, use your pocketbook as a response.
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Jennifer Fowler Hayward

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Thank you. We literally have only used 16 gigs in the past two weeks. We quit trying.
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alyssaavant

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I am having the same issue as Jennifer.  Yes i have gone over my priority data, but I should still be able to stream and I can't it sits and spins.  My DSL did that I wouldn't think that Viasat would that's the reason I switched. GRR
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ExSatUser

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If/when I move, hard wired internet will he a requirement. Sort of like a vehicle must have Sirius/XM radio to me. Without it, the purchase us not worth it.
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Bradley

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It’s kind of sad, but internet isp availability totally drove my decision making. It’s really a personal decision as to what matters most. I honestly lucked up and got the best of both worlds. Rural living and utilities. I’m fortunate and thank God money wasn’t an issue.

It’s a government problem that the discrepancies in this country aren’t mandated to change. A few years from now, it will all be different. I didn’t have those years to wait for various reasons. For those without hope...Elon might have the answer.
(Edited)
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Bradley

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And yes...I can’t seem to cancel my SiriusXM subscription. I do call and threaten to cancel though to get the best deal.
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ExSatUser

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And there are rural areas with hard wired internet.  People make those stupid arguments how it is worth the trade off to live in the country.  People said the same thing to live without electricity. 
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Jennifer Fowler Hayward

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My address does not qualify for what you have
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Nathan Hart

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I think the new Gateway firmware is affecting a lot of VS2 users.