Great Plans for New Customers...NOT for Existing Customers!

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  • Updated 8 months ago
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I saw on Facebook yesterday that ViaSat was offering these new, amazing unlimited plans with higher speeds.  I went to the ViaSat website, put in my zip code, and sure enough, there were several unlimited plans with higher speeds for my area.  I then logged into my ViaSat account and tried to change my plan to one of the newest ones, but none of them were listed.  In fact, there are no plans listed for me to change to.  So, I called ViaSat and was told that these weren't available for existing customers and that the only way that I could get my plan upgraded was to discontinue my current service and start again as a new customer.  I told them that I never had to do that before when changing my plan.  Still, no way for an existing customer to change to one of the new plans.  I really don't think that ViaSat appreciates customer loyalty.  A new customer can pay less than me and get a better, higher speed plan.  This makes me want to consider changing internet providers if my loyalty as a customer is not appreciated more than that.
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Barry Stubbs

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Posted 9 months ago

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Matt B, Viasat Employee

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That doesn't sound right.  I suspect the agent was confused.  

Please send your account info to us at ViasatListens@viasat.com.  We'll take a look and see what's available!
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Frank Alvarez

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Don't believe the hype. Unlimited plans absolutely suck! I was moved over from my 150 gig boost 25 plan to the new and wonderful silver plan. I was routinely getting over 25 down. Now with this new super duper unlimited plan I get 11 on a very good day and routinely around 3. The kid told me yes it's definitely unlimited and no they will not throttle you speed back. Well after 60 you go to an absolute crawl! Think hughes net 15 years ago slow! Don't switch plans, it's all hype!
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Frank Alvarez

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Have a look at my speed tests. The averages shows what I used to get on the Freedom 150 with boost 25. The three on the bottom are from yesterday. I don't know if you'll be able to see it, but my average was 30.43 before they switched me, the last 3 were 7.28, 9.67, and wait for it...2.56! 
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Frank Alvarez

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Tim Spake

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It's your fault, is answer I get most of the time.
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Claudia Starr

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Are there any comparisons with Viasat2 and the new US Cellular promotion for "unlimited" at $100.00 per month?
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Matt B, Viasat Employee

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Barry,

I removed your post with all your personal information.  This is a public forum, and that can be viewed by anyone.  Please send that info in an email to us at the above address.
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Mark here

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I also see that a "Unlimited Silver 12" is available to new customers, but when I go through my account it does NOT show an "Unlimited Silver 12" it jumps to the gold, so what's up with that?
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John Blount

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Nothing for me to change to either. It has been a few months since I have seen anything for me to change to.
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gm92066

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Exactly what happened when they first launched  Exede service, I was a WildBlue customer and the would not upgrade me, only taking "NEW" customers they said.
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Tim Spake

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No competition so why should they?
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Doug Morris

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This is my experience, exactly.  For that reason I am going to switch to AT&T LTE Internet.  The service is faster and it's about $40 per month for 50GB.  That's all I need.

My multiple emails to ViaSat about this issue have gone unanswered.  When I attempt a follow-up reply to my initial emails, I receive a robot answer telling me that my case has been closed.
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steve heller

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Let us know how that works for you. I've tried all of the available LTE services and all of them are terrible where I live.
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Bryan Seibel

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Read the fine print on UNLIMITED..................after 150gb we may reduce your speeds .................how can you reduce speeds when they are slow to begin with.
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Nathan Hart

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Bronze Unlimited is 40 gigs before reduced speeds, Silver is 60 gigs, and Gold is 100 Gigs now. The only 150 gigs before reduced speed is the ever elusive Platinum plan for $200 a month!!!
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WoodyStrokerCat .

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Doug, I dont blame you. I called Exede/Viasat 3 different times about 1 year a go and got 3 different quotes on prices. Very poorly run company.
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Mark here

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Sure I went over my "priority data" but really? I'm writing this over my US Cellular phone as a hot spot because my Viasat beam is overloaded....but be patient because any month now Viasat 2 will be up and running to take some of the load off....waiting

this result
(Edited)
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John M.

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Have been paying through the nose for the 50 GB that I use, since last May (2017) being told "service will get better once the new satellite is in service). Neighbor moved in last month and was offered the 150 GB service for $150.... I called this week and was told "the new service is in maintenance and we are having problems and are not taking new customers for the next 2-3 months..... we have no new plans for you" (since, yes, they are already gouging me for their top plan which is slow as molassess and the they already have me locked in.....)... The company will say and promise *anything* to trick folks to sign up and once they do, they continue to oversell their limited capacity, at outrageous prices and just move on to gouge the next market segment.  No doubt this exactly what their shareholders demand, given their 2017 record profits of $170m...... we are but buffalo chips for their engine..... https://www.viasat.com/news/viasat-announces-fourth-quarter-and-fiscal-year-2017-results
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Jim16

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Should it ever get .23mbs?
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Old Labs (VS1-329-L12FZ)

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That's what many are reporting during prime time hours after exceeding their data usage threshold within congested service areas on Viasat-1.

Indeed, it's what I tend to get on the Liberty plan after going over my priority data during prime time when congested. Deprioritized in favor of those who haven't to the extent that they keep cutting in line ahead of me - but I consider that fair since I'm the one who went over the priority data. Do I like it? No of course not but it's as advertised. I shift my usage to non-peak hours as needed where I can get the typically 1-5 Mbps when throttled on Liberty Pass. On unlimited I'd do the same, but expect better since there's no hard throttle.

Even at .23 Mbps it's still usable in my case for basic web browsing and email using a desktop client -  however, in the case of browsing I go to extremes in eliminating all of the bloat on today's web pages (Sparrow now Viasat browser does a decent job out of the box but can do better with the right extensions).      
(Edited)
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Mark here

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My beam 367 is basically unusable, especially if deprioritized, from 5 pm until 6 am
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Frank Alvarez

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Hey Steve,

Totally my fault... I was trying to work and couldn't remote in. So I called and said what's up. They said, dude you're over your 150. So now I get practically Zero? Yes that's how it works you go over we slow you down. But hey here's a new silver plan. Ok what's that. You get unlimited data, you'll never go over again. Ok...will they throttle me back ever? I even used those words...no man you get your speed and your unlimited data. I asked 3 times 3 different ways. Got the same answer. Heck yeah sign me up buddy! I figured wow the new bird is up and running and now they're offering these awesome plans. I should have known better. I had 2 bids I had to get out and no way to do it. I switched got my speed back only to be throttled back 3 days later. So I go to my account and see the "prioritizing" disclaimer over 60. Wow you're a dummy Frank! 
End of story lol. I came to the forum AFTER I had issues. Now I see everything clearly. Live and learn, even an old dog can still learn a thing or two.

Thanks Fellas
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VeteranSatUser, Champion

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Yea if you think about it, with Freedom over 150GB you will slow to a crawl, but you at least get over twice the priority data of the 60GB "unlimited" plan.

Moving to the "new" plans will allow Viasat to deliver high speeds to all, but not all will see higher speeds once the priority data is used.

Upgrader beware.
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Markgc, Champion

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Quote   My neighbor has it and he claims his speed never falls below 4Mbps and is usually in the 10Mbps range. The price is $60 per month for 250Gb of data endquote

Are you sure he didn't say  25Gb of data per month ?
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Brad, Viasat Employee

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Hi Doug. 

When did you email us? We typically answer within 24 hours but we cannot process a cancellation via an email due to customer security and verification reasons. 
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Doug Morris

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Brad,

I did not e-mail to cancel my service.  I attempted to do that over the telephone, but the customer service people on the telephone told me that they were unable to send me an e-mail to confirm that my account has, indeed, been closed as of the end of my current billing cycle.  I find it odd that a communications company has customer service employees who do not have e-mail capabilities.

I sent an e-mail as a follow-up, requesting that I be notified in writing that my account has been closed.  It was some time late afternoon, yesterday.  My first e-mail bounced, for some reason, so I sent it again from two different e-mail accounts later in the evening.

I am looking forward to a written response.

Thank you,
Doug

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Tim Spake

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Have you returned any equipment? If not, I bet you get charged again
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Doug Morris

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Tim,
I have already contacted my credit card to cancel the "auto-pay" option for Exede/Viasat.
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Matt B, Viasat Employee

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Doug, I responded to your email today.