Has Exede / Viasat lost your Trust

  • 5
  • Problem
  • Updated 1 year ago
  • Acknowledged
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 2 years ago

  • 5
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annie

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I wasn’t showing my averages (other than yes ISP) more the grades given for my speed test. Just saying if my child came home with 3 F’s and a D I would be less than thrilled especially if I was paying him or her!
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annie

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This still impressive?
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Bradley

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So your phone drops the connection? How far away typically when the connection drops? What iPhone model? Other wireless devices do the same or just your phone?
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annie

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Other wireless devices too, iPhone 7Plus, either the same room or one room over that shares the wall where the modem is located
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Bradley

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So I assume you have tried rebooting the modem already? You may very well have a bad WiFi modem, which will probably mean a phone call and possibly a service visit (replacement anyhow).

Here are two things to try.

1). Go into WiFi settings on your phone, forget the wireless connection, then reestablish connection. Every once in a blue moon, I have to do this on a device for reasons beyond me.

2). If you have strong cell signal and weak WiFi signal, my iPhone 7 will drop the WiFi and start using cellular. You can cut cellar data off and see if it changes things. Not an ideal long term solution, but might save cellular data while you replace the modem.

This is all assuming you haven’t messed with settings on your router. 2.4GH should be tried if you switched to 5.
(Edited)
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Jim16

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Annie, this is an easy fix.  Do you know someone that can help you put another router on your Modem?  It is very easy to do and we have directions on turning off the Viasat Wi-Fi. 
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annie

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Bradley and Jim16 THANK YOU very much! Your help has been amazing and I really appreciate it! I don’t want to cause any more drama! Thank you again!

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