Internet dropping from 2-3mbit to less than dialup every few minutes. Also have not gotten my priority data speeds for 2 months now!

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  • Problem
  • Updated 3 years ago
  • Acknowledged
My internet for the past few weeks has been total garbage! After 3pm every single day my internet goes from 2-3mbit to almost nothing if not nothing! Its not my router as I have the same issue when connecting directly to the modem. No matter what I do I get no internet. I often cannot even ping google. I also have not gotten my 12mbit priority data speeds for 2 months now. Never goes above 3.5mbit anymore. Also the modem status page no longer populates. Every thing says undefined. I mentioned this to the tech that came out to the house on the last service call and he wrote it off as nothing since he was able to get service working as it was out for a week. I am really getting sick and tired of this worthless internet connection! I'm pretty close to you taking you guys to court. I pay way too high for a service that hardly ever works! I cannot call either because I do not have phone service in my area and I am not signing up for yours as it will not work cause the internet barely works!
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Bradley

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  • betrayed, lied to, angry!

Posted 3 years ago

  • 2
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Diana, Viasat Employee

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Hi Bradley, I know this is frustrating and i'd love to look into it for you.  I am so sorry your speeds are so low.  Please send your account and contact information to exedelistens@viasat.com.  We're here to help! Thanks
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Bradley

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I actually got faster speeds this month after my priority data was up. I have lowered my package from 30gb to 18 to 12 and now to 10 because the priority data is useless. You should offer a Liberty pass that has no priority data for less and I would go with that cause the "Priority" data is total junk. I have no need to contact you guys for support unless the internet completely stops working...and even then its usually because the dish goes out of alignment of which I can fix myself. I will just cancel once my contract is up or close enough to where the early termination doesn't bite me in the butt. 
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david, Champion

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Your  dish is going out of alignment and you're aligning it yourself? Two things come to mind. First, it shouldn't be gong out of alignment barring a storm or something major.  Second, your aligning it yourself, do you have the equipment and access to the diagnostics to align it properly? A dish not aligned properly would cause your low speeds and possible extra data usage.
(Edited)
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JEP

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I have +10 years with Wildblue/Exede and have had my dish aligned twice.  Once for the Wildblue install and then again for the Exede install.  A properly mounted dish will not move unless a tree or something falls on it.

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Steve Frederick, Champion

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Same here, the only alignments I have had were the original installation of Wildblue in 2008 and the upgrade to Exede in April 2012. A proper installation should not require alignments unless trees get in the way from growth, or a bad storm.
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david, Champion

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That's the only time mine's been aligned, 12/05 when Wildblue was installed and 03/13 when Exede was installed. If it keeps going out of alignment there's a problem somewhere, loose bolts, broke parts, bad mount or something.
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Wyngs

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I have a steel post set in concrete, but in the past with other services, I've had to have the dish realigned. The problem is that I live on a hillside, and the ground does slowly creep.