Has Exede / Viasat lost your Trust

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  • Updated 4 months ago
Has anyone else experienced what I have?  I could go on and on about what was sold, promised agains what reality is. I have been mislead through every step of my relationship with Exede/Viasat.   

In my latest fiasco, I recently upgraded to the Silver 25MB/150GB plan.  I called and asked about what I should expect if I upgraded.  I was willing to pay the extra to get a service that I need in our family.  I was told that indeed, I would get the service I was paying for.  So, I agreed.  4 weeks later I recieved the high speed modem.  Before installing it, I tested my connection (at 6PM Thursday).  My internet speed was about 10MB down using the 16GB Plan.  Not bad, but I needed the extra speed and capacity.   I hooked up the new, High-Speed Modem, followed the instructions and Voiloa! I'm connected.  When I tested the speed to compare, I coldnt get Speedtest.net to run?  Tried a couple times before using the google interface..  To my dismay, i was getting less than 4MG down - consitenly. 

I spent the following days trying to get though to someone who could fix my modem, until yesterday I finally got someone who leveld with me.  He said. "it is what it is".  He said I will NOT be getting speeds anywhere close to 25MB. It's because at Primetime, the circuit has a lot of people on it.  There is nothing more he can do. My signal is aligned perfectly, the modem is working correctly and unfortuately there is nothig more that he can do. He defaulted to the fine print of "up to..." but not guaranteed... Not only that, but I can't go back to my old service.  

The net of it is, I'm paying more - a lot more and getting less - a lot less.  In fact, I'm paying 44%MORE and getting 85% LESS.  How's that for truth in advertising.   I've been told about their service and mislead on many levels, but this really makes me angry - and it should you too. 

I wish there were a way to escalate my issue, but there isn't.   I just wanted to post this to the forum so that others who have been lied to, mislead and are not getting what they believe they should be for the money, please post your story here.  Maybe Exede/Viasat will take note give us all an official reponse.

...and yea, yea, yea, I know all about this "Viasat2" business, but I dont belive it, nor to I belive it when they say that they're moving people to it.   I just can't accept that it "is what it is" and I dont belive "there is nothing more that they can do".  

An official reponse to all of us would be appreciated.  Just tell the truth.
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MichiganSteelheader

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  • lied to, robbed and angry.

Posted 5 months ago

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Debbi Cobern

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The "techs" (and I use that term loosely) who work for Viasat are some of the rudest I have ever come across over the many years I've been online. I try and explain issues in a calm, slow, manner so that there is no misunderstanding and instead of getting the same treatment in return I get smart mouthed employees who don't know their job and use a gruff exterior to try and intimidate you. The company is one big lie. I had to have someone come out to get my new modem hooked up since the cord them sent would not fit into my new flip laptop. Since I pay extra every month for service plan I was not supposed to be charged for it but they tried to. I had to fight for a half hour or more with the phone employee trying to find out why my bill was so big when I had just changed over to a less expensive plan. She finally found what the extra was for after arguing with me that it was my fault as I was changing my plan all the time...WAIT....WHAT!!!! I changed it once since I got the service over a decade ago! They had charged me for the service call!!!!!  Now a normally busy person might not have caught that and Exede would have been 100.00 richer, but I am retired and can keep close tabs on all my bills.I've read that cable is moving down my way soon...can't wait! 
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Old Labs

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Just guessing and FWIW, I wouldn't expect Viasat to cover a service call (even if on the Easy Care program) if a standard Ethernet cable wasn't usable on your new "flip laptop" - it sounds like you needed a USB Ethernet adapter, which would have been your responsibility (or you could have simply gone wireless I suspect).

Most of those have such a thin profile that a standard Ethernet jack is impossible and Viasat really can't anticipate your requirements (with the emphasis on your).

Sorry to say that it appears that all that was required was a trip to a bog box local retailer with everyday low prices and mastery of the fine art of plugging it in. Be glad you didn't call Geek Squad - at last check, they charge $149 for the home visit/diagnosis plus parts. 

But yes... a knowledgeable call support center representative might/should have been able to figure that out without escalation to level 2 or 3 support (or worse still scheduling a service call). Just the mention that the cable wouldn't fit into your laptop should have required the purchase of no more clues - so your criticism of phone support would appear valid from that perspective and being charged for an unneeded service call scheduled by a non-tech script reader.

A simple question here in this community may have saved you some aggravation.

As to the original poster's guestion, it's more of a trust but verify relationship for me, and yes this drop in speed noted by others when installing the new modem has me concerned should I ever switch plans... I just wish someone would do the install and back to back tests on each during non-peak hours - when speeds are not subject to greater fluctuation due to then current network conditions.

I've seen back to back speed tests during primetime using even the same modem fluctuate as much as you've noted (heck I've even seen speeds fluctuate within the same speed test by that much - a very jagged graph presented by testmy is often a good indicator of current peak congestion and often signifies excessive packet loss due to that congestion).

Knowing how your chosen speed test works is just as important as the final single statistical result - quality is more relevant than raw speed for most activities - hare meets tortoise. For my activities, smooth and steady usually wins the race but I have greater flexibility in scheduling when those activities occur.
(Edited)
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Bradley

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I’ve always considered myself a fair and down the middle kind of person. I look at issues from both sides, and usually both are right and both are wrong simultaneously. I’m not a zealot or a hater. More of a simple family guy who lives best he can.

ViaSat has my trust. They do not have my full respect. The company bills for and delivers to contract specifications. No more and no less. There was a time a few years back that service speeds exceeded plan speeds. Now it’s quite the opposite for me. Very usable internet most days that fulfills my needs.

That said, it does not fulfill my wants. Customer experience has suffered with oversold beams. Customer call center service is sub par, and some installers are terrible.

I’m writing this while streaming a movie along with two people surfing wirelessly. The service works for me. The movies are in 480p and the movies and web videos occasionally buffer. I’ve been on satellite for over a decade, so I’m both accustomed to how it works and thrilled to no longer being bound to 10-12GB.

I also live half my time with cable internet and the ability to truly do whatever I want without fear or second thoughts of will it work. I know satellite can be frustrating when accustomed to that kind of service.

Why people don’t do more research is beyond me. Unlimited plans, and therefore unlimited problems have been written about since October. Nothing has changed. It will next month or it simply never will. ViaSat openly admits congestion is a big issue. Not a respectable business practice to continue selling plans, but no different than any other company either.
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MichiganSteelheader

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Calling Viasat a victim is like getting on a train that you know will derail. Are you so nieve that you dont think a company the size of Viasat- who can launch satellites into space, can not predict trends and usage? They ABSOLUTELY know how long their service and capacity will be good for and they ABSOLUTELY have no issue overselling the beams, making false claims and telling lies to callers interested in a subscription. Do you really believe that they put in place a solution only without knowing anything about future capacity and demands? Wow.

...and deforestation.. dont get me started. That’s funny.

If anyone here wants to see what is sold, go shop a plan and tell me if you don’t think they’re lying.

By the way, recall my problem:
I was getting 10 to 12MB downloads
I wanted faster.
I upgraded under the promise of 25MB Down (I figured 20 was acceptable)
My reality is 3 to 4MB down
I lost 88% of my internet speed
My bill went up 44%

Now you tell me that this VIASaT is a victim. I see you spend an awful lot of time on these forums, you should know better.
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Jim16, Champion

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MichiganSteelheader

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Troll
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Judge and Jury

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Yea Mike...  Like Viasat has this crystal ball that tells them the future at least 7 years out.  Shame on them for not keeping it clean and polished so they could have seen all this coming.
 
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Judge and Jury

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Yea Mike...  Like Viasat has this crystal ball that tells them the future at least 7 years out.  Shame on them for not keeping it clean and polished so they could have seen all this coming.
 
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VeteranSatUser, Champion

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There have been more than a few complain they get reduced speeds moving to the unlimited plans. Not sure why. I just know there are a number of us quite happy with the Liberty or Freedom plans they already got and have no intention of "upgrading" to a new modem that seems to have some issues with downgraded video.
(Edited)
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annie

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There have been issues with everything! No change no internet before change in plan no internet after...
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Bradley

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You know they could always send out these modems as a required upgrade lol.
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Jim16, Champion

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They could also send them out if our old one craps out?
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Bradley

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Very true. Either one of two things is true. ViaSat was really out of those modems and they will be scarce until ViaSat 2 modems become the norm, or ViaSat quit sending those modems out to slow the growth of unlimited users for a time. In that case, there are plenty sitting around that will need a good home.
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VeteranSatUser, Champion

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I would move to the new Viasat-2 modem before getting one of these problematic ones.
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Bradley

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I wonder if they are really bad modems? My theory is anyone, specifically or especially on really congested beams, who has unlimited gets reduced speeds to keep the entire system in check. Simply too much priority data in the hands of customers to risk allowing that kind of data to be drawn down at rates anywhere near 25Mbps. Maybe initially it was tried and created problems. I have drawn 19Mbps with the plan. Lately, 6-8Mbps early morning is as good as it has been. I think prioritization works better when data plans were less overall. When everyone has priority, speeds have to be slowed overall. A different (later added) algorithm in my opinion.

The mods mentioned that settings were being tweaked a couple of times.
(Edited)
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VeteranSatUser, Champion

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I know they have had problems with heat (bad for electronics) and the Wi-Fi (which I would bypass anyhow). I know the new modem won't have a problem with heat due to design changes. Of course I would still have to bypass the Wi-Fi which I believe will be improved too.
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Stephen Rice

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The Liberty 12 plan works perfect for me. I just finished watching a couple episodes of Friends, Sunny in Philadelphia, and the movie Breakfast at Tiffany's. No buffering at all thanks to my Playon/Plex server.
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Donnie January

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What the hell VIASAT? Before with the 150Freedom plan I had between 1-5 mb connection (It was always on the lower side) but now that I hit the 150 "priority data" I have 0 internet at all and am having to use my cellphone hotspot with 1bar of 3g service to write this. I am paying over $100/mo for this crap that I unfortunately have no alternative to. If I knew I was going to be screwed this hard I would have used the money for a prostitute because at least I would get service which noone gets with viasat thanks to their sub par, rude customer service and over sold and under delivered data plans.
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Jim16, Champion

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The Freedom plan has a hard cap.  Always has.  You were lucky to get 1-5mbs when you went over.  Now you are getting exactly what the plan is.  When VS2 takes some load off I suspect you will see those 1-5mbs speeds return when you use all of your data.
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Donnie January

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perhaps. The reason for leaving the liberty plan I used to be on was because when I called to get information on the 150GB plan I was told that it would be reduced to the lower side of the 1-5MB while liberty would be on the higher side. So the best option would be to goto the 150 freedom because there would be a longer period of priority data but that it would still be useable after the "hard cap" perhaps when vs2 goes online it will improve. Who knows. Like I said unfortunatly there are no other alternatives for internet except for my cell phone being a hotspot which isn't the greatest but I'm at least on now when the sat is off.
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Stephen Rice

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Mighty strange how some people don't mind getting diseases but aren't okay with 150 gb of data.
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MichiganSteelheader

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What does this comment have to do with Truth in Advertising?
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James E Besser

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he might have something glow in the dark leakage
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Donnie January

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It wasn't meant literal it was to emphasize excede/ viasat issues with what they sell vs what the "customer" gets. I've been with then since back when it was wildblue and have only changed plans to upgrade data allowances. This plan was touted as unlimited when it first came out. Which is when I switched. Apparently your incapable of understanding technology enough to realize that 150GB really isn't a lot of data anymore not when Microsoft will shove nearly that in cumulative updates or their feature updates which is essentially a full OS installation. And let's not forget the 5GB office updates they push. So yeah I'm complaining about the service. Mainly because it isn't what was sold. Originally I didn't have an issue and it worked well. Now the data is a dead stream for 13 more days because it was cut to a point where I can't even get a connection to their buy more data page. Not that I would give them any more money anyway.
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MichiganSteelheader

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Wow, someone gets it.
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Michael McDowell

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So  maybe try tomorrow during "off-peak" hours!
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James Paramore

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I still don't understand how anyone can use up 150GB of data in one month. Come on people, get a antenna for your TV, open a Netflix DVD rental account for movies and other shows. Use your internet service for, get this, the INTERNET. It will be much cheaper.
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Stephen Rice

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It boggles my mind too, but someone on this forum reminded me that gamers use a lot more data than us regular folk.

The whole video game thing doesn't make sense to me.  When I was a kid, you could fit a game on a 720k floppy disk.  

I guess kids these days don't use media anymore and download everything.  Someone posted that some of these games are over 50 GB.

Sounds like we need some non net neutrality to kick in and start charging these kids extra for using all the bandwidth.
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Bradley

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Said the guy that pays for 12 GB and brags about downloading hundreds.
(Edited)
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Stephen Rice

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The only way I'm even able to do it is through an automated server.  I'm nowhere near actually watching all of the 1.22 TB of Netflix content I have.
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Jim16, Champion

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"Said the guy that pays for 12 GB and brags about downloading hundreds."

BAZINGA!  :)
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Stephen Rice

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I'm preparing for the zombie apocalypse.  You should see how much bottled water I have stockpiled.
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MichiganSteelheader

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I think some of you are missing the point here. There is a thing called “Truth in Advertising” being exploited here. You simply can not purposely mislead your customers, post false claims and over-sell on the customer expectation. Nobody should need to join a community forum to research wheather the the consumer is getting what they pay for. I agree a fair amount of research is required to be informed about choices, but if I sold any one of you a vehicle that I claimed could tow 6000 lbs, and got 35MPg, then when you took it home you got 7 to 9MPG and regardless of how much weight it would pull, you couldn’t get there to begin with- you’d be taking me to court. AM I RIGHT?

I can not understand why anyone would be okay with being told and sold one thing, but given another and is okay with it. NOBODY should be okay with it, you shouldn’t Accept it if it were you, you shouldn’t be okay with it for anyone else- as it COULD be you.

If these liars and thieves were honest with me to begin with, I would have realistic expectations. But an 85% degradation in speed and a 45% increase in cost - all predicated on TRUST and what I was TOLD AND SOLD is UNACCEPTABLE.

If you do not agree, then move on. If you agree and have a story, post it here and let Viasat know.

**One other thing.. I know that they do read this community. I recently had a comment deleted. If that doesn’t betray trust, I don’t know what does. I can imagine there are and were many posts being deleted because of something that they didn’t want you to know. So, doing research here is likely only going to lead you to the information they are going to allow you to see.

For your reading pleasure: https://www.truthinadvertising.org/de...
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Bradley

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No one needs to join a community to research? Really. But join one to complain is fine. One simple google search for Exede unlimited plans would have pulled up anything anyone needed to make an informed decision. Fault is clearly on both sides. Do your research or understand people like me have zero sympathy.
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MichiganSteelheader

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The consumer should be able to take what is said and the truth. I get it, Caveat Emptor, but a lot of people who use the service dont come to - or even know about these forums. For anyone to think that average Joe consumer needs to seek information to discredit a service, is simply unacceptable. It’s also unacceptable for anyone to think it’s okay.

it’s not a sympathy anyone is looking for, nobody who feels lied to is wanting it or is asking. This is a question of ethics. I have the right to be angry as does anyone else. If you’re satisfied, I’m happy for you.

Go back and re-read my original post. I started it to see if anyone else had the same experience that I have had. I wanted to hear how their issue was resolved or not. I shared enough of a background so that they can understand.
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Jim16, Champion

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Go back and re-read my post.  
"Going from 10mbs and 16gigs to 4mbs and 150 gigs sounds like a major upgrade"
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Bradley

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No need to reread anything. Here is a simple fact. If you put a tenth of the effort into looking into to a product before purchasing that you put into complaining afterwards, you’d save yourself some headache. I’m not completely satisfied with ViaSat, but I’m an educated consumer and know what to expect.
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Steve Frederick, Champion

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All the details about the Viasat plans are available to anyone with internet access on the Viasat.com website. 
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Stephen Rice

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I do not agree.
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Jim16, Champion

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Man, I think you have Stephen dead on!  :)  I'm glad you are here to make sure we dumb customers see the light.  Thank you. I didn't realize I've been stupid for 2 years watching Netflix and Funamation and Acorn and VRV and Cruncyroll and YouTube and Crakle and Pluto and Tubi TV and Vudu and ..... I feel so ashamed...
(Edited)
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Stephen Rice

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For what its worth, I didn't even know about this forum when I came back to Exede/Viasat.  I was a subscriber about five years ago, and even back then the service performed exactly as expected.

I had a bucket of priority data, something like 10 gb, and a late night free zone from midnight to 5am.  The terms were that I could use priority data any time, and that after using my data, the speeds would come to a crawl.

The nice trade off was the late night free zone.  Downloads during those hours did not count against data and I would still get awesome speeds during the free zone, even after using my priority data. 

I was happy with the service, but AT&T suckered me into coming back for $33 a month.  I paid the termination fee with Exede/Viasat, went back to AT&T and over the course of 5 years, AT&T eventually raised the price to $69 a month.

I looked a Exede/Viasat again and was surprised to see it would be cheaper than AT&T and that I would have speeds up to 5 mbps with the Liberty Pass.

I knew the speeds of up to 5 mbps on the Liberty Pass were a gamble and I didn't know about this forum.  I understood the terms of what I was agreeing to and took a chance.  I couldn't be any happier with Viasat than I am now.

Honestly, I was a bit shocked at the speeds after using my priority data.  I was on a hard throttled Exede plan about five years ago and the speeds I am getting now, after using priority data, are amazing compared to how it used to be. 

End of rant.  Something smells like smoke in the house.  I'm not sure if it is real smoke or if the dog just farted.  Gotta go check it out.
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Jim16, Champion

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Sure, sure, sure.  But do you belong to PETA!  
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Bradley

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I do. People eating tasty animals.
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Stephen Rice

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I'm not part of PETA.  I'm mostly vegetarian but still eat a little meat whenever I visit the parents house.  I don't mind offending people on here, but I just don't have the heart to offend mom when she waves a broiled piece of salmon in front of my face.
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James Paramore

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Have you tried sending a email to one of the viasat people. They may can check to see if you have a problem with the modem. Are you using the built in router. Some have reported they get better speeds using their own router. 
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VeteranSatUser, Champion

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Wildblue did own a satellite. It is Wildblue-1 and provides servive still today, including Exede 5 on augmented beams.
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Stephen Rice

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Serious question/comment here.  I thought Wildblue leased space on Anik_F1 before putting Wildblue-1 into service.
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Stephen Rice

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My mistake.Wildblue got its start  by leasing space on Anik_F2.  A couple of years later they put Wildblue-1 into service.

https://en.wikipedia.org/wiki/Viasat,_Inc.

2005-present
WildBlue launched its internet service in October 2004 after gaining Ka-band transponder capacity on the Telesat Anik F2 satellite.
(Edited)
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Steve Frederick, Champion

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Yes they did
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Donnie January

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Yes RDP over sat sucks especially when the otger end is on a remote oil platform bobbing around in the ocean by Perth also on a sat link with 600+ms latency. But still sometimes necessary unfortunatly.
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VeteranSatUser, Champion

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I will reply to the usage issue. I have Netflix rental and online, but unfortuantely most quality video entertainment is now online only. Antenna? Network television is crap of the highest order. The only reason I watch over the air TV is sports.

Games? Yep most of the high quality games now are 50GB+. And patches and downloads are often online only too.

I am single and use 70 - 80GB per month. I can easily see how a family of four would burn through 150GB pretty fast.
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Donnie January

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Yep agreed. I have 7 in my home here.
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Bradley

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And you will use a whole lot more data once you let go of the notion of data conservation. Something that has taken to being second nature for long time satellite users. I still have a hard time using near my limit because I lived in fear of reaching it for so long.
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Old Labs

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Yep, seems many abandon those data conservation techniques with unlimited - undoubtedly your experience is better both before and after reaching the prioritization limit just as mine is (on Liberty) - efficient use of that little bit of shared bandwidth you do wind up receiving. 
(Edited)
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VeteranSatUser, Champion

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One must still be a frugal as possible. I can still watch HD because it is just me. But if I did have a family, the video resolution downgrader would have to be turned on :(
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Randy Filkins

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I don't know if this is the post or not, but cannot get phone service to work after 12 days and counting. I have not gotten the same answer from anyone when i have called (if  you can understand them). now no one can call in, because the temp number has been disconnected, no one can fix it and no one cares!!
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Jim16, Champion

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Randy, you should start a separate thread on your issue.  This thread is for people to bash Viasat for everything under the sun.
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Stephen Rice

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Viasat is evil because it's raining today
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annie

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This company is 10000% ridiculous! Not only do you get to pay for not having internet (not to mention get talked into upgrading and paying more for the same nothing in the beginning) but you also get the pleasure of being hung up on MULTIPLE TIMES (and I am a very level headed person that believes that I will be treated hopefully as nicely as I treat them so if anything I am OVERLY calm and nice saying “please”, “thank you” and “I sure appreciate it”) to then IF I get someone to not hang up on me then I get ZERO results. I cannot keep unplugging and replugging to get the same non-results! I’m banging my head against the wall! I need the internet for work. I am forced to use my cell phone hotspot and then it runs out and here come more charges! I may as well just quit then I wouldn’t need the internet and wouk probably be able to save for my daughters college tuition by the mere fact that this company isn’t sucking the life out of me, my will to live, and money out of my bank account!!!!

A broken person,
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MichiganSteelheader

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Dont be broken, but I know it does not feel good to be lied to and fall what we’re told only to fall back on the ‘fine print’ and the “up to” story... I believe that if they cant deliver on at least 51% of the promise, then they shouldn’t be making statements or claims on what they can’t deliver.
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Jim16, Champion

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Maybe you should read her posts first.  She is getting 10mbs.  Her Wi-Fi is not reaching were she wants.  But don't let the truth stand in your way.
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Stephen Rice

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Just out of curiosity. Does your cell phone company advertise their data as being unlimited? Just curious.
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annie

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Oh sorry not to me!
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Stephen Rice

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Then why don't you use that all the time instead of paying Viasat the big bucks? Just curious.
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annie

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I do but “unlimited” on cell service means you get only 15gigs or hotspot data and when working solely off of that I hit that quite quickly then even though it’s unlimited it slowwsssss way down on my cell hotspot. I need my computer for work I’m a real estate broker.
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Stephen Rice

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Oh. I see.
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Jim16, Champion

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Nicely done...
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annie

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My current speed test... proof...
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Jim16, Champion

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I'm not exactly sure what all that means, but if you are getting 9.44 or 4.68 mbs then things are not anywhere as bad as you have lead us to believe.  Other customers would be tickled pink to get that, especially at this time of day.
I just ran a test and am getting 3.6mbs and can do anything I want on the internet, even stream with zero buffering. I wouldn't have even noticed or cared what my speed is if it wasn't for this post. 

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