Everyone having issues with the new awful polices for the unlimited plans please read.

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  • Problem
  • Updated 3 months ago
  • Acknowledged
  • (Edited)
I like many of you have been having an awful time with my unlimited 150 gig plan for the past few months. We all know this new policy is garbage and we shouldn't have to put up with it.

I ran a test tonight and was getting 0.10 Mbps down. 0.10 Mbps!!! this is an outrage. I called and they said there's nothing they can do it's the new policy.


Well since I've been calling a few times a week with no progress or any hint of Viasat righting any of the wrongs they've done I went to the FCC's website and filed a complaint 

I'm not sure if this will affect anything but it's the only thing I can think of.

If you've made it this far thanks for reading.
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baronzeppeli

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  • Righteous indignation.

Posted 3 months ago

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fmj77

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Agreed. The new policy is total BS. If they're going to throttle speeds at least do it in a manner where you're service is still usable. A speed of 0.1Mbps is not.
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Michael McDowell

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I'm not giving up my 30Mbps 150GB Gold plan either.  The irony is, if I switch to the best plan currently available to me, the Liberty 50GB 12Mbps,  I would be paying $50 LESS!!! And Viasat would loose money on me!  I'm just too stubborn to give in to this CRAP!!  And, like you, I'm thinking of adding another ISP as an alternative.
(Edited)
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VeteranSatUser, Champion

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They would lose money from you, but that would provide space for 2 more 50GB Liberty subs. So in the end Viasat has the potential to make more money in the long term by moving you off your plan.

For me, I would have to pay about $70 more/month to move to a comparable plan, and that would give up priority data. Pay more, get less!

But yes, like you, I am not giving into these type of tactics.
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Steve Frederick-VS1/Beam314, Champion

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Very entertaining how some people are willing to pay for a second ISP some $65 or thereabouts rather than switch to the Liberty plan. It just shows how some people react to change.

I loved my Freedom plan, but did make the change from Freedom to the Liberty 50 GB plan a few weeks ago. The price was he same.  I seldom ever used more than 70 GB a month anyhow, and Liberty has the free zone and the Pass, so I am not concerned about having a lower priority data threshold. I need a usable internet.

Since switching, my speeds are in the 12 to 17 Mbps range, much better than the 0.6 to 2 Mbps I was seeing with the Freedom plan since the policy change last month.
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Stephen Rice, Champion

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Liberty is more unlimited than Unlimited.
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Terry Hill

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Yup
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Bev, Champion

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My "best" other plan is Liberty 12 50 GB so 1/3 the data and half the speed. Okay so 150.00 now, then, that should be 40.00 to take that kind of cut but, no the Liberty plan is 100.00 NOT HAPPENING. I'll take a few slow hours in the evening over paying almost the same price for less than half of what I have now.
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Terry Hill

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Liberty is only good with data, after that be expected to get
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Bradley

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That was typical of my Liberty experience. Others get good service, but remember, if your beam was slow prime time with priority data, it ain’t going to be fast on the Liberty Pass if you change plans.
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SonyaA

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Steve I am paying $70 a month now for unlimited verizon only because I dont feel after this I can trust Viasat to stick to their end of the deal. I am keeping my 25/150 and if they want to drop that plan I drop them. Sometimes its not about the money but refusing to be taken advantage of anymore. 
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SonyaA

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OH and LOVING the streaming all I want with the jetpack I have watched Netflix and Hulu and dish anywhere most every day 
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Greg

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Do you mind sharing what you stated in your complaint? 
(Edited)
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Brad, Viasat Employee

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I can assure you that the fallout is known. Comments, actions you've guys that were impacted has been taken note of and sent to the right people.

There IS a team that handles those escalations from outside areas (again don't link them and I won't have to remove said links and please no copy/pasting replies as that's personal account detailed information) but with this being an across the board policy change that team can only offer the options of what was presented to those of you affected by the policy change:

You can stay on the plan knowing this is something that will happen, you can change to a different plan that is NOT seeing the same speed issues or if it's a deal breaker we won't charge a ETF for cancelling as the terms were changed.

I'm merely the messenger here and I'm not twisting an arm into doing something but if the speed is unbearable changing plans will be an immediate relief. Some may exist without having to do a new contract. That option appeared to have worked fine for some and I can certainly understand why others won't want to do that whether price or data being the issue. 
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Michael McDowell

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I'm confused!  Is this permitted or not?

<removed>
(Edited)
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Brad, Viasat Employee

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Hi Michael

Short answer no. The reason being and I know it was general is that this will now turn into a private case between you and us once that complaint circles to our team in a few days and posting it violates customer security/info. We also do not allow soliciting (which can also be seen as drives to other sites...plenty of other places to do that, we just don't allow it here). 

I kept your comment above that you turned into a thread. 

I fully understand the frustration. I would encourage an email to viasatlistens@viasat.com for a more direct conversation. It's a lot faster, we can talk 1 on 1 and we're corporate employees so we're just as high as an escalation can go.
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aabbcc

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I don't think there was a way to improve the reception of this "change" much. I do find it curious that the announcement came at about the same time as it was implemented (correct?). I'd think it would have been marginally better to say something like "we are going to implement this change in x weeks, expect drastically reduced speeds, here are your options". That would have allowed planning at least instead of just "cutting people off" (not really, but less "shock" from the change). Pretty sure I'd be ticked off either way. Glad my provider let me keep my plan about 5 years after they stopped offering it, until I cancelled.
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Michael McDowell

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OK.  I don't really expect it will do any good.  Just wanted to get it on record so someone has to take official notice of what has been happening here. 
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VeteranSatUser, Champion

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I couldn't get Liberty if I wanted.

If I do give up the Freedom plan, it won't be for another Viasat plan right now. I am with Bev.
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Courtney Rose

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I am on a unlimited plan & not experiencing any issues with it? If you don't mind me asking what is this new policy change I keep hearing about?
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VeteranSatUser, Champion

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The policy change was anybody with 150GB of priority data can be slowed down anytime, regardless of how much data is used.

You dont have 150GB of priority so you are not impacted. Go over your priority data though and you would most likely see similar speeds.

Basically Viasat doesnt want anybody to have 150GB of priority anymore, so they changed how the plan works, ultimately to get people to give these plans up (either to free up more bandwidth or generate more money by moving people to more expensive plans).

I understand why they did it. But it was a bad decision because it upset and alienated a lot of customers.
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VeteranSatUser, Champion

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Anybody with 150GB of priority data.
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Courtney Rose

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Oh OK yeah that's a bit messed up truthfully. I mean why even offer the plan to begin with if they don't plan on sticking with it? Now trying to force people off of it is a bit ridiculous. I can understand the complaints then.

If there plan is to free up bandwidth by doing this you would think they would offer more incentive to switch plans like 2-3 months of service for free or something else like that instead of trying to force people to change. 
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Terry Hill

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They had planned ahead for Viasat 2 then it didn't work as it should so now we are paying for what happened to make the long story short.
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VeteranSatUser, Champion

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Terry is exactly right. They initially offered 150GB Freedom plans. Then they offered 150GB "unlimited" plans, so people gave up Freedom for that. Then the "new" "unlimited" plans came out and priority data was drastically cut.

So yes, Viasat offered way too much to begin with and now want their data back.
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Greg

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Shows my reply above was edited. Appears you can’t add a complaint link for FCC
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Jab

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FTC...not FCC...FCC could care less
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GabeU, Champion

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Couldn't care less, not could care less.  

Sorry, I couldn't resist.  
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Brad, Viasat Employee

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I will re-open this post but let's keep in mind of the following: 

As this is a Viasat controlled forum, we have this forum as a method to allow users to interact with each other and to help address common issues. We do however have guidelines and will not allow outside links or solicitation hence the removal of links and duplicated posts that followed. More info here: https://community.viasat.com/viasat/topics/forum-decorum-guidelines-for-the-viasat-internet-communit...  You can do that elsewhere.

You guys are free to go through whatever means you wish to address any concerns but we have and always will be available at viasatlistens@viasat.com and that will go to myself or one of my teammates. We are within the corporate office of Viasat and just as about high of a level you can reach. So I strongly encourage talking to us first!

Repeated violations of our forum guidelines will result in a ban from this forum. 
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GabeU, Champion

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I never had the pleasure of seeing it.  Was it something like DSLReports, or much different than that?  
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Brad, Viasat Employee

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lot of cogs in the machine :( but I did do a 2019 bump. 
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Jab

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@Gabe

Here is what previous Wildblue/Exede forum looked like.

Here is the front page of WildBlue Uncensored forum, which came first.  Here is actual forum.


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GabeU, Champion

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Very interesting.  Thanks for the links.  I've seen similar forums before and I see now what people are talking about with missing it.
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VeteranSatUser, Champion

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Had an ignore feature. Could send private message. Could create a link to only display the latest new mesaages.

Should I go on?
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fmj77

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Viasat better get ready for a bunch of lawsuits coming their way. I hope they have good lawyers!
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Bradley

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But when I became a man, I put away childish things and expected broadband speeds.
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Stephen Rice, Champion

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In some areas, tin cans are more reliable than Viasat.
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fmj77

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Reliability has never been a problem for me. I'm still on the same modem and tria since Exede first became available.
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Michael McDowell

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As long as you have a good line-of-sight!
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VeteranSatUser, Champion

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There is Hughesnet which should cover anywhere Viasat does. Dated technology, but unless you can get on a Viasat-2 high density spot beam, Viasat and Hughesnet tech are basically the same.
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Kay Doggett

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@Vetsatuser I don't look at it like giving in. I divorced them! So glad I did! 65/32 mbps this morning. I only get -107 to -114 dBm so 2-3 bars.
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VeteranSatUser, Champion

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Wow. Very nice. Hope it works well for you. My tower is just not robust enough for that type if speed, but I will still get better primetime speeds than Viasat has delivered the last month. Sad.
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Oliver

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I'd like to add check your local wireless isp, a few of them are getting some of the white space radios from redline. these allow for none line of site use. The so called TV white space radios use the unused space between tv channels so are on a much lower frequency vs 2.4 and 5ghz wireless radios 
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Jab

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@Vet

Something to consider...remove WPA2 Personal/PSK, and set to none.  Using 5GHz WiFi will make a big difference from 2.4GHz WiFi on my setup.

I don't plan on posting further speed tests, but in this test below the upload is good since 6620L unit is using MIMO with smartphone's MIMO.  With USB WiFi on desktop computer, downloads are similar in test results, but uploads are stuck around 3 Mbps.


In this chart below,  one can see the startup was sluggish, then it picked up and remained faster.  This smartphone test shows actual sustained speeds way above 17Mbps

I have not removed WiFi security, WPA2 Personal/PSK, but I suspect higher speeds are possible when this is set to none.  When tethered to desktop, 30Mbps results are seen. 

Thus, your WiFi results can vary, whereas unit being tethered tends to get best results.  But for surfing, or watching vids, these speeds are irrelevant.  For my needs, a solid 6Mbps is more than enough.
.


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VeteranSatUser, Champion

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Or I am on a tower which isn't connected to fiber (which is the case).
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Jab

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Yes, YMMV, depending upon a tower's location, and load.  Main point being made was speeds are dependent also upon an user's equipment.  Even Viasat's WiFi customers notice speed differences when using WiFi based equipment.  Tethering or LAN Ethernet connections always have better speeds, and lower latency.  One Jetpack user found 25ms difference between WiFi vs Tethering.  I found 2.4GHz WiFi was about 1/2 speed of 5GHz WiFi...and I suspect encrypting WiFi takes a hit also.
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Brandon Fisher

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isn't it illegal to censor people on a US ran blog if they post links to real federal and legal places of communication to report said company and blog? I work for a federal Company and know one thing if your company is caught breaking laws and your involved in it too ignorantly or not your going down with them as well. So if your trying to censor people go ahead all it takes is the right person and it all goes south much like bellsouth back in the 80's. this is all i'm going to say. This company already knows they are in hot water for the policy change they did now your trying to censor people from trying to do something about it your just trying to go from a a what was a warm pot now to a scalding pot of water congrats. Do yourselves a favor and stop while your ahead oh and also stop with the threats for legal links that break no rules in any state or this country for that matter. or you just might find yourself banned from a job one day.
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GabeU, Champion

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Nope.  ViaSat owns it and runs it.  They can censor anything they wish.  

Edit:  Didn't see Stephen had answered this below.  Posts and replies look different on a computer than on other devices, so it didn't look like anyone had replied to you yet.  My mistake.  
(Edited)
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Stephen Rice, Champion

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I can’t believe I am saying this but Viasat owns this forum. They have every right to remove posts and restrict what is said here. This forum is the private property of Viasat.

That being said, I don’t like the direction Viasat is taking. Even though my plan is working perfectly, I am going to consider leaving Viasat when my two year contract expires this fall.
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Jab

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@ Stephen...Viasat owns this forum

Effective Date: November 30, 2017 - When you post on the Viasat and Exede Internet Community forum at community.viasat.com, which is hosted by Get Satisfaction, your posts are governed by Get Satisfaction’s posted privacy policy, and not this Policy.


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GabeU, Champion

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Get Sat may own the actual site, and it may be their privacy policy, but ViaSat still censors and governs anything they wish on this particular forum.  If they wish to ban the word "banana" and/or remove it every time someone posts it, they have every right to.  

Besides, the privacy policy and the policy concerning censorship on this site, if there actually is one, are two different things.  
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