HOODWINKED!!!

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At my old address I had a GREAT plan – it was a 150GB plan for $120/month (that included equipment and EZ care, by the way!). When I moved I was told my plan did not transfer and had to change plans and equipment and the only plan close to what I had before (in terms of fees) was this crappy so-called Unlimited Silver 25. Now, when I move service with a company like DISH, or DirecTV, or Verizon, or whatever, I can remain on the plan I have, so, this confounds me a bit. At any rate, the service on this crappy plan is spotty at best and more times than not connectivity and page loading is slow. On my other plan (which, by the way, both of these say they are up to 25mbps download) things were lightning fast and had zero latency...this pos plan, latency like crazy and sluggish sporadic speeds. I guess when you live in a rural area (oh, and by the way, yes, I also was in a very rural area at the old house) Viasat knows your choices are limited so they can give you subpar service at premium prices and then tell ya, “Sorry ‘bout your luck, chump” – which is pretty much how they respond when you present issues to them. I have now been without service for 2 days -- although I was told it would only be a few hours because of an "outage" in my area -- and keep getting told well, these things happen. Of course, they will NOT offer or give any compensation for the time you lose and the inconvenience of not having internet or (like me and the wife) having to use mobile data to connect (burning that up for no reason). I cannot wait till my contract runs out so I can too.
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weperk

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Posted 4 weeks ago

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Steve Frederick, Champion

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@weperk, ust interested to know what plan you had at your previous address that you were getting "zero latency". Satellite internet has at least 600-700 ms of latency because of the distance the satellites are from our locations.
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weperk

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Steve, I had the 150GB plan and, perhaps "zero latency" is a bit of a stretch, but I really was not experiencing slow downs and slow connection speeds, nor was I experiencing issues when streaming as i am now -- stalls, "hiccups", buffering, etc

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VeteranSatUser, Champion

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Yea. You moved most like to a different beam which is more congested. Viasat internet satisfaction is all about location, location, location.
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Andy Schack

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Just a heads-up for anyone searching the forums and comes across this thread:
You don't HAVE to do a free mover, which requires you to re-up your 2 yr agreement AND go with a new plan. You can pay a tech to move the system for you....as LONG as you are in the same BEAM. 

I just came back from doing one. 

Andy
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J&J

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Hmm... This is interesting.  My home is on several thousand acres and the entire place has just one street and legal address.  There are multiple dwellings here in various settings, hill-top, along creek,etc., some are un-occupied.  If I decide to "change houses" and take my dish and move 3 miles away to another "home" here, would I be required to dump my plan and get into a new contract?  Same address, same beam, just a 20+ minute drive on these dirt roads over and around the hills and creeks.  This is a true scenario of possibilities.  There are no "A" or "B" or "C" units here... it's all private property and has never been subdivided, thus the one address for everything.  There are 3 ViaSat systems here and there are no immediate plans to move anything, but it would be nice to know what to expect if I call and say I need a dish moved a few miles from here to a different house... at the same address.
 
 
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GabeU, Champion

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J&J,

That must be fun when you get a substitute mail carrier.  I can't imagine.  LOL.  
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J&J

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Not a problem....  There is only my mailbox at the county road.
It's the extended-stay guest that make it interesting. They have their mail sent here and then when they leave they have to do a change of address and sometimes my mail follows them.   :o(
 

(Edited)
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Andy Schack

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J&J, in answer to your question, IF you wanted to utilize the FREE mover program that Easy Care supplies then YES. You WOULD have to pick a currently offered plan and re-sign for another two years. And there is an even MORE interesting twist. The VS2 Large Beam just north of my location is now closed unless it is an NRTC sale. I was curious what the options would be for one of my VS2 customers in that area if they moved to another location WITHIN that same beam so I ran it through the Mover qualification system we use as retailers. That customer would have to pic from a VS1....that's VS1 Liberty Plan....12, 25, or 50 gig. They could NOT keep their "Unlimited" VS2 plan. That is unless they wanted to simply pay for the move.

Andy
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J&J

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Thanks Andy for the insight.
 
So the "Free" move is like anything else that's free...   Free at a cost of expensive consequences.  My example of moving someplace else on the property wouldn't actually happen in a way that impacted my ViaSat service since I have WiFi linking everyplace livable here with Internet and a pretty cool LAN inter-connecting everything.  Still, nice to know the brutal facts of how one can lose so much by getting it done for "Free" like in... "Hey for Free I can give up my Freedom plan and get something else that sucks."   


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Matt B, Viasat Employee

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Weperk,

I'm sorry to hear of your experience.

Unfortunately, we cannot do anything about keeping the old data plan.  This is because a move is built as a new account in our system, and only currently offered plans can be used when building new accounts.  This is similar to accounts being put on the Vacation Plan.  When transitioning back to a regular data plan, only current offerings are available.  

As for being out of service, I'd like to look into your account to determine why you're offline.  If the cause was a network outage, that should be resolved, and you should be back online by now.  That means it may be due to a hardware failure of some sort.  It could be as easy as rebooting your modem. (try that, unplug it for two minutes, let it boot back up and see what happens)

Please email us at ViasatListens@viasat.com with your account number and a detailed explanation of your issue.  If there is a hardware issue, my advice will likely be to call Customer Care at 855-463-9333 to have a service call built.  We cannot do this via email.
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weperk

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Matt,
OK, so, the move and change plan thing still makes absolutely no sense to me whatsoever -- as I said, if you have Dish, DirecTV, Verizon, or whatever, you don't have to change plans; so, that seems stupid.

After posting I recontacted Cust. Svc., & "suddenly" they said it looked like some kind of issue with my equip & will send a tech out...so, we'll see. 

Also, if one more person tells me one more time to reboot my modem ("that means, unplug for 2 mins & plug back in), I think I'll lose my mind! I already KNOW that is the first thing to try; in fact, I stated that I tried that SEVERAL times.

So, while I appreciate your attempt -- and loyalty to your company by toting the company line -- I am more than frustrated with the shoddy service, poor customer service, and all around lack of care for the very real issues and concerns many customers face in dealing with Viasat. No one will allow you to talk to anyone but a CSR underling -- I was actually told by a supposed CSR manager that the upper level people do not concern themselves with the issues and that's why they (CSR team) is in place. So, I will merely bide my time or find a way to get out of my contract with Viasat and simply continue to burn mobile data (via my mobile hotspot) until something better comes along.
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weperk

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No, GabeU, my mistake was believing customer service actually still exists. My mistake was believing that a company would deliver exceptional services as to meet the needs of those who put $$ in their pockets. My mistake was believing that companies still cared about consumers.
As for your snide remark, that's exactly the same kind of response I get from this company. News flash: not all of us are tech savvy, so a more detailed explanation might be beneficial because it doesn't make sense.
Have a great day!
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GabeU, Champion

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1.  Satellite TV, and terrestrial based internet, if access is available, is the same no matter where you are (with nationwide companies).   Satellite internet is not like this.  
2.  Most satellite internet technology uses spot beams, not wide coverage areas.  The policy is influenced by this.  
3.  Spot beams do not all carry the same load, so what might have been available in one area may not be available just a few short miles away.  The policy is also influenced by this.  

Other reasons for the policy have already been stated.  
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Jim16

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Was that another "snide remark" Gabe?  :)
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Old Labs

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No, but I'm pretty sure "Have a great day!" was meant to be - but alas, I've got other plans.
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Andy Schack

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Old Labs, kinda like a Disney employee telling you to "have a magical day" when at one of the Disney theme parks........you've basically been told to stuff it where the sun don't shine LOL

Andy
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Harvey Mueller

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If the system won't allow people to move and tske their account with them then you need to change the system.

And how useful is a Vacation Plan when you're playing Russian Roulette with hoping your data allowance isn't cut in half and price doubled while account was suspended ... not canceled ... only suspended during vacation. The logic makes no sense to me.
(Edited)
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gm92066

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And how useful is a Vacation Plan when you're playing Russian Roulette with hoping your data allowance isn't cut in half and price doubled while account was suspended
I agree, just one of the many "gotcha's" in the contract, sounds like a good thing but you can't really use it. And "customer service" loves to point that out.  And they charge a  $10 "account maintenance fee" in addition the the equipment lease, so you get to pay $20 a month for not using their service. Just another reason I will be leaving as soon as my contract is up.
(Edited)