Unhappy with speed

  • 1
  • Problem
  • Updated 2 years ago
  • Acknowledged
  • (Edited)
IF I HAD ONLY TAKEN 5 MINUTES TO CHECK OUT REVIEWS ABOUT THIS COMPANY

Misled from the start TALKED WILL SALESMAN ON 3 DIFFERENT OCCASIONS concerning my prime need for at least 2 meg download speed after initial data plan usage. Each time he
told me that my download speed would be 5 MEG so I signed up and dropped my other carrier.

Well not only was that not true after reading the contract upon completion of the dish install I see a reference to my plan that once I use my plan data ,speed would revert to "1-5 Mbps" and that also is not the case as I have discovered by talking to techs in my trouble calls with 1/4th and 1/5th of a MEG download speed . In the end ONE honest tech finally came clean and told me that is just the way it is . Bottom line is IF I HAD JUST TAKEN A MOMENT TO READ ALL THE NEGATIVE REVIEWS ABOUT THIS COMPANY AND IT'S SERVICE I WOULD HAVE RAN AWAY >. But I did not and now am paying a couple thousand dollars for my error in judgment.
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ggg rt

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Posted 2 years ago

  • 1
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Brent

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When you disconnect, they will ask you to send equipment back.  When you send your equipment back, take a picture of the contents of the box.  There have been many people charged after closing their account for "missing" equipment.  It ends up being your word against theirs.  I had that happen to me.  Now I am spending tons of my time disputing the $163 for the modem they said they never received but I put in the box.
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Brad, Viasat Employee

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Did you happen to change the modem to the new wifi modem or was this after ending your service?
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brella

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Dear Brad, can you please look at my account? I have speeds every evening that are below 1mbps. That's well below "congestion" speed. I have had the freedom 12 Mbps plan for almost a week. I am getting speeds comparable to dishnet when I ran out of data. I would GREATLY appreciate it. I need someone to actually do something instead of giving me excuses and different explanations every time I call.
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Brad, Viasat Employee

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Brella we'll need you to email us at exedelistens@viasat.com. Unfortunately this forum isn't tied to your account and is a open and public forum so we'll need you to email that information to us
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brella

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I emailed last week and haven't heard anything. Emailed several times actually. I have a case number. Wished someone would take my case and actively pursue a solution to my very slow speed and not give the congestion excuse. I think .54 is more than just congestion. Thanks for your reply.
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ggg rt

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.27 for me
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Markgc, Champion

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This worries me too. How can you prove the contents of the box.  I would like to have the contents verified by an independent source prior to sealing the box. is there anyone who operates this kind of service ?
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Brent

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Don't know about a service like that.  UPS is one of the vendors they allow you to use to send the equipment back.  Maybe, if you take it to a UPS store, the person there can vouch for the contents.  Good idea to check on that.  Also keep track of all the serial numbers on the equipment you send back.  Good luck!
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Brad, Viasat Employee

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ggg rt feel free to email us at exedelistens@viasat.com. We can go over your account, what was told to you at the point of sales and go from there. 
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ggg rt

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Wow I like that response. You have given me a ray of hope. I will do that ,thank you...UPDATE. I just sent a email referencing this post and your name suggesting that I proceed wirh this complaint further. We will see what happens next.
(Edited)
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ggg rt

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Well no one got back to me so there you have it. Nothing will change my opinion about this company at this point, even if they gave me free service at this point. I won't say what I really think about this company except to say pathetic.
(Edited)
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brella

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They got back to me and said my speeds of .7 is congestion. I just don't understand why they think it's OK to advertise 12 Mbps and say I should see speeds around 8 due to congestion, and 1-5 for overage. They are blatantly misrepping the service
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brella

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I found a local company that has wireless internet that works off a tower within five miles of my house. Unlimited data at 6 mbps. There are higher speeds but cost naturally go up. Wished I knew about them last week. I suggest you do an internet search for internet service in your area to see if there are other options. Do it at 3 am though so it won't take forever.
(Edited)
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ggg rt

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Brad... I got a canned reply today from "Ozzy c. Excede customer care" to my email which had absolutely nothing to do with my issue..So that is the extent of the Care.!!!! How pathetic can it get?
(Edited)
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brella

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I'm really burnin it up tonight...1.06! What if I pro rated my bill and only paid for the speed I get.