Horrible service

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  • Problem
  • Updated 8 months ago
  • Acknowledged
This is the WORST internet company I have EVER done business with. Slow service can never get on the internet in the evenings bc there's too much traffic they claim. My speed is at .2 and I pay for 30mbs I've never come close to getting even half that speed
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Jennifer Elliott-Meeks

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  • angry

Posted 8 months ago

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Stephen Rice, Champion

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What service plan are you on and how much data have you used for the month?
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Jennifer Elliott-Meeks

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I am on the unlimited. It has been at the same speeds from the first gb. I'm over 100 gigs now but it was doing the same thing from the first one. It has always been this way I have spent way too many hours of my life with them over the phone but they keep saying the same bs blah blah blah traffic, satellite, etc. If I'm paying for 30 Mbps a month and I'm not even getting half that on their best day then there's a problem. They r lying to people about their speeds. They say unlimited but it is actually not unlimited at all because before this plan I was getting a hundred and 50 GB a month once I switched to Unlimited my speeds went down and never came back up and no one can fix the problem and I have tried numerous times to speak with a supervisor and was never able to get in touch with one they just left me on hold until I finally hung up I'm so sick and tired of this company .2 gbps is completely unacceptable even with slower internet speeds after the hundred gigabytes 2 is not enough speed to do anything at all what is the point for paying for unlimited with speeds like that.
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Shannon Williams

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i hear u 
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Jab

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RE: ".2 gbps is completely unacceptable...When I say my speed I mean it is at 0.2 not 2.0 "

Jenifer...0.2 Gbps represents 200 Mbps...

Extremely acceptable...
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J&J

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eh.....  nomenclature, she's doing the best she can.  Most know what she's trying to say.  We hold nobody to perfection here, especially those sincerely seeking help.
 
 
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Jennifer Elliott-Meeks

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How is 0.2 acceptable? It absolutely is not, not when u r supposed to be getting 30.0!
(Edited)
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Ken

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I think it was a "jab" at your typo.  You said you were getting 0.2 gpbs when I think you meant to say you were getting 0.2 mpbs.

0.2 gpbs would be aceptable, whereas 0.2 mpbs, while technically "up to", would not.
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Jennifer Elliott-Meeks

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And then whenever I call and listen to the automated system it tells me I am now over my 100 GB and asks me if I want to purchase more why would I purchase more if I have an unlimited plan that right there goes to show it is a lie it is not unlimited if I have to buy more internet to get faster speeds because they slow them down after a hundred gigabytes which even before the hundred gigabytes is used my speeds are only at maybe a 4 or a 5 Mbps. But I pay for 30 that makes no sense and what makes no sense as well is the fact that nobody in the entire damn company can tell me why they keep giving me the runaround and telling me a bunch of crap about satellites in the sky I don't care about that all I care about is getting what I'm paying for that is the bottom line and I don't appreciate being lied to either
(Edited)
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Shannon Williams

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lol nice point
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Bob Hansen

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I had similar problems until my system failed due to poor installation. A new tech came out, accessed the install and gave it an D-. He replaced the modem, pick-up on the dish, and routed the wiring properly, along with the missing ground wire. This got things working, but still a little slow. The best we could get was 7 mbps from the router. I replaced the router and am now getting a consistent 15 mbps, even during so called "peak" hours. Freedom 150 12mbps plan.
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Tim Spake

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I had tech come and it did no good.
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Bob Hansen

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I must be the rare exception. Knock on wood. 
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Shawn Willmon

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Hitting 100gb with that speed is impressive, guess you were constantly downloading
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Jennifer Elliott-Meeks

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When I say my speed I mean it is at 0.2 not 2.0
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Nathan Hart

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How could you have possibly used over 100 gigs if your speeds never go over .2???
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Jennifer Elliott-Meeks

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If I had to guess I would say a little over a year
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Jennifer Elliott-Meeks

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And the only reason I still do business with them is because they are literally the only internet service provider where I live I would give anything to have Comcast back
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Stephen Rice, Champion

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Well the good news is you have less than a year until you can ditch Viasat without a early termination fee.
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Jennifer Elliott-Meeks

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That is not good news! Good news would be to get reasonable speeds!
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Jennifer Elliott-Meeks

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But that is good to know...bc I will be doing just that if this continues...
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Stephen Rice, Champion

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I was thinking the same thing. She basically described using all of her priority data and being slowed down during prime time due to congestion.


I'm on a Liberty 12 plan and only get 2 or 3 mbps during primetime when I have priority data left. Of course during the day my speeds are usually 12 mbps or higher. That's how network congestion works.


When I don't have priority data left, my speeds are around 256 kbps during prime time.


If she were to do the same speed test outside of primetime hours, her speeds would be much faster.
(Edited)
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J&J

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Jennifer, here's what to do.....

Send an email to viasatlistens@visat.com and describe your speed situation.  Explain your frustration.  Tell them you have been here to this forum and add a link to this thread.   Request they do a speed test on your system and adjust your priority standing to a level that WILL insure your non-primetime speed is acceptable.

Primetime is just that so some degeneration of speed is to be expected for the time being but an adjustment to your priority will improve speeds even during those times.

I have read your postings here and I applaud your patience.  Now allow Viasat to show that when you email them, you get results.  It may take 2-3 days for action.

When they make adjustments to your service I hope you'll come back and tell us of the improvements, or lack thereof.  

 
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Jennifer Elliott-Meeks

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Thank u very much for that info! I'm actually one step ahead as I have already sent a detailed email to that email address . Thank u again.
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J&J

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Good!  I mis-spelled in the email address....   Oops., but you got it.  :o)
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Tim Spake

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I doubt anything will happen, it never does for me. Good luck
On hold now with them
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Shannon Williams

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good point there lol
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Billy Hodges

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Also by next Wednesday 2/28 Viasat 2 will be available nationally so maybe they could get you installed on that which is a larger satellite then Viasat 1 so it can hold more customers without slowing down
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Tim Spake

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1 week ago:  
Official Response
Viasat 2 is rolling with availability. I'd say in an area with a busy beam that'll be the most likely option
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Billy Hodges

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They are turning on areas a little bit at a time and will be available everywhere next week
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VeteranSatUser, Champion

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Not all beams have came online yet. Patience.
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Jennifer Elliott-Meeks

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I have patience! If I had been told from the get-go that this was the case it would not be an issue but the fact that they falsely advertised their speeds of what they project them to be instead making people think these were the speeds right now. That is unacceptable if they were not ready to keep up with their end of their packages then they never should have offered them to begin with
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VeteranSatUser, Champion

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May response wasn't towards you, but the other poster.

I agree with you about the packages though. Notice now the "unlimited" packages offer less priority data now. Did they overextend? Probably. Will Viasat-2 help? Most definitely but Rome wasn't built in the day.
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Tony Huguley

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I agree. Their customer service so far has been horrible for me. I pay over $100 a month for 50mb, 12mbps speeds. We feel lucky if we get 6 or 7. Usually it is less than 1mbps. I have water in my LNBF on the dish and now can't get them to want to fix that. 
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J&J

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These double-post are a nuisance,  they happen to anybody for no apparent reason and sometimes we can click the delete link and get rid of one of them and other times, like today. they stay.
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Matt B, Viasat Employee

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Tim,

I see you email.  Expect a response soon.
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Kevin

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Matt B, do you see mine?
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Matt B, Viasat Employee

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I sure do!  It's in my queue.  
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Kevin

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Thanks Matt B.
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mferner

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Jennifer Email customer service, 0.2 mbps  is unacceptable I get at least 4 mbps in the evenings when Im not over my 150gb of data and during the day My download speed is sometimes up to 40 mbps or higher and I pay for 25mbps! email exede they will help u better than calling! Or maybe a simple modem reset will help unplug modem for 3 mins and plug it back in!