Has Exede / Viasat lost your Trust

  • 5
  • Problem
  • Updated 12 months 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
Photo of Donnie January

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

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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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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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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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Steve Frederick-VS1/Beam314, 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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Cecelia Henderson

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This false advertising is crippling to those of us in rural areas that have very little choice or selection.  I had a stinky plan and fell for ViaSat lies. Now I have a slower provider at a higher cost, with a 3 year contract.  I can't believe that the "lies" are so easily tolerated by the people that could help us. 
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VeteranSatUser, Champion

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They are not lies. But I put it in the same context as the news. While the news is not fake, it is slanted and spun to fit the narrative that journalist want to sell and have you believe.
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Jim16

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3 year contract?
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VeteranSatUser, Champion

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That only applies to south of the border installs.
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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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