It's gotten painful as an installer, Viasat.

  • 4
  • Problem
  • Updated 5 months ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: violation of Installer/retailer social media guidelines. Please resort to the proper process/channels to express concerns within Viasat

Dearest Viasat, I consider myself a humble installer of your services.

My customers love me as i provide an excellent service experience. Many questions answered, many pleases and thank yous given. Many "I need to mount the dish here, is that acceptable?" asked to many a customer. Many "I need to do XYZ, is that alright?" asked as well. Very many customers satisfied with my experience with them... but thats where it stops.

My quality is bar none. I've not failed an install quality audit in over a year.

My issue is with you, Viasat. When I was converting people from cable/fiber (sorry, customers) to your unlimited 12/25 plans. I felt bad, but at least it was unlimited, right? I know unlimited really meant it slowed down from 40-100gb or whatever, but that's not ... terrible...  (it's bad, but not terrible.)

But your newest change to your ToS has made it that their speeds are pitiful, even before reaching those thresholds. Customers might be able to deal with 12mbps down, even converting from 100/100 from fiber/cable with a ping of .20 ms (as opposed to 600 ms) Even my cable occasionally hits 15 down / 3 up. I can live with that without issue.

But come on... You're killing us viasat. As a tech. I always tried to keep my chin up thinking "well, it's slower but it's not terrible.."

Throttling people right from the get go is incorrigible. I have a hard time NOT telling my customers that they are making a big mistake changing ISPs when they have cable/fiber/anything in the area.

Is it so hard to provide a USABLE service in 2019? 99% of my installs are on Viasat1.. a satellite that has been around longer than my kid brother...

The business speeds are unlimited 35 - and i see speeds around 27-40 mbps with those! With (i believe) a 150gb deprioritization threshold. Over 300% what residential customers get on a liberty 50!

Why do you bend over your residential customers so much?
Photo of Dio Brando

Dio Brando

  • 84 Posts
  • 28 Reply Likes
  • unimpressed and disapproving

Posted 5 months ago

  • 4
Photo of David Kingman

David Kingman

  • 81 Posts
  • 35 Reply Likes
I got news for you mister. Converting customers currently on fiber/cable to satellite is, in it’s self, unethical. Who would do such a thing?
(Edited)
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3175 Reply Likes
I agree. If he really is a dealer, that is why I stated in another post there is good dealers and bad dealers. Selling customers a bill of goods isn't a good way to maintain satisfied customers.
Photo of Al Santayos

Al Santayos

  • 229 Posts
  • 106 Reply Likes
Is he an installer or a dealer or both?. If he is just installing he is just doing his job. If he is selling also he is unethical as VIASAT and is nothing but a hypocrite for calling them out. I sure would love to see VIASAT's reaction to the topic here.
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3175 Reply Likes
Maybe he is just an installer.

But I have personally heard from a dealer who expressed to me similar sentiments.
Photo of Steve Frederick-VS1/Beam314

Steve Frederick-VS1/Beam314, Champion

  • 3128 Posts
  • 2014 Reply Likes
Could Dio Brando become a memory of the past, much like our friend Mr. Shack, who posted his disapproval of Viasat's policies?

I agree that if he is a dealer that he is not being very ethical if he sells Viasat to people already on a cable or fiber connection.
Photo of Kujo Jotaro

Kujo Jotaro

  • 1 Post
  • 1 Reply Like
Dio here.
I'm just an installer. Not a dealer. Viasat bundles with DirecTV where I'm located and people pay for the bundle. I confirm the order every single time and tell them to read the TOS while i'm installing...

Mods - could you please delete this?

I had a very rough night last night, A customer I installed months ago was very irate with me (threatening and very unhappy after a tria removal)

I felt bad and expressed myself poorly here in an unprofessional manner.

Again, please delete this.


Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3175 Reply Likes
You shouldn't apologize for speaking the truth. Bundling tactics and pushing Viasat to people that have hardwire internet options is unacceptable and just leads to more dissatisfied customers. There is a reason Viasat's Google reviews are what they are.
Photo of Al Santayos

Al Santayos

  • 229 Posts
  • 106 Reply Likes
I still can't believe VIASAT gets away with the fraudulent advertising on TV about being "better and faster than slow DSL" and "fast for everyone." That is in my area of Central Va with infamous bad VIASAT service. Their ads have gone way past misleading and or deceptive, they are flat out fraudulent. Hope everyone keeps spreading the bad press so a little Googling will save people from VIASAT.
Photo of tb174

tb174

  • 6 Posts
  • 3 Reply Likes
Why would you try and convert people from cable to viasat? Not only are you locking them into an overpriced, dysfunctional, and horrible internet service. You’re also making it more congested on Viasats already congested beams.
Photo of bill nord

bill nord

  • 55 Posts
  • 25 Reply Likes
Please read.  He said he was an INSTALLER. His job is to install the hardware AFTER it is sold to the client.  He is not responsible for the clients decision to change from cable to satellite service. By the time he gets to speak with the client, they are already locked intio the contract. Give him a break..

Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3175 Reply Likes
Technically they are not locked into a contract. The contract doesnt start until after the job is done.

I dont blame the installer, but who is at fault? The marketing people that push the stuff?
Photo of fmj77

fmj77

  • 869 Posts
  • 523 Reply Likes
If he is just an installer, then it's DirectTV and/or Viasat's fault for letting a customer bundle with Viasat when they can get cable/fiber instead. It is either unethical on their part or downright idiotic to let a customer sign up for this.

This conversation is no longer open for comments or replies.