loyal customers

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  • Updated 2 weeks ago
Loyal Customers are NOT valued. I have been with Viasat since 2007, over 10 years, and they will not offer any kind of promotional upgrade. They offer better promotions to 'new' customers than to customers who have been paying for their service for over 10 years. What a disappointment. It must be time to find a new service provider!
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Heather Gates

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  • disappointed

Posted 2 weeks ago

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Robin

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Not providing a promotional upgrade doesnt sound so bad.  Cox is worse.  I was with cox for 20 years and they terminated email.
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GabeU, Champion

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ViaSat is likely doing the same.  They've already sent notices of doing that for some.  Time to switch to a 3rd party email provider, like Gmail.  
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Homeskillet

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Those promotions only last 3 months of a 24 month contract, so they really aren't anything to get excited about. What other options do you have for internet?
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Bob Lexus

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Not to be an apologist - name me a company who gives their long term customers a special thanks-for-your-business deal.

After I had been with cox cable for over 10 years they raised my rate at a time I was pinching pennies.
I called up and sniveled
They kept my old price - for 6 months then back up.
Internet continues to go up another $3-4 dollars every 9-12 months, like clockwork...
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Homeskillet

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I used to get free NFL package from Directv when they were charging for it. I got it when it was first offered in I think 1994 and they charged $149, they kept raising the price by like $20 a year. Finally when it hit $200 I called to cancel the NFL package only, but the person annoyed me so much I told them to cancel everything. I got sent to customer retention and they gave me free NFL package for the rest of my half dozen years with the service. Looks like now everybody gets NFL package with the basic plan now.
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ExSatUser

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Sounds like the OP is on Wildblue Classic. If you want to upgrade and want a promotional discount, just switch to Hughesnet. There really is no difference between companies. In some areas Viasat performs better, in other areas Hughesnet will. It's a crap shoot anyhow.
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Harvey Mueller

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DirecTV is the same. After 2 years and contract was over I was paying 150/mo. New subscribers are offrred 85/mo. I called and was offered the loyal subscriber deal of $10 /mo off but not the new subscriber rate.

All companies are the szme. They value new subscribers more than existing customers. I can only guess bonuses are handed out for # new people they sign up/attract.
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Steve Frederick-VS1/Beam314, Champion

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Here is an older beam map for VS1, not as good as the one Dances was referring to, but shows your area as being in beam 314, same one I am in, although I am about 125 miles west of you.

http://www.wildbluetools.com/content/dealer/email/images/exede5_octandnov_openingbeams.jpg
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Dances with Woofs

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FWIW, only the inner two rings of the satbeams contours appear map to a Viasat beams - the full contours show all radiated power for the beam - so there is overlap adjacent beams. The one we all came to know and love and showed gateway info is at:

https://www.dslreports.com/speak/slid...
(Edited)
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Gary

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That sounds about right Steve. I am 15 miles from the intersection of the 3 states along the Delaware river. I actually don't have a lot of complaints with the speed or service reliability from the satellite. We lose it during storms or heavy cloud cover same as with the direcTV.
My gripe comes from the many months when I use less than half of the GBs I pay for but the very minute I rarely go a little over 12 GBs I get throttled. A friend was here visiting and had to sign into my WiFi as he was on call. All the while he was here and his Iphone was logged in it was doing all sorts of updates and he was receiving emails with pictures and other files that I did not know about. All my monthly data was gone in a flash and I still had 16 days left in my billing cycle.
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Dances with Woofs

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I'm standing by 315 based on everything you're saying and that dslreports map - higher density New England populations ;)
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Steve Frederick-VS1/Beam314, Champion

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I agree that Gary is in beam 315. Thanks for the link to the map I normally would use, but my old link has since been taken down.
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Homeskillet

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I love how companies play games with pricing these days. Looks like costs for Viasat and Hughesnet are similar here. Hughesnet does have double the up to speed. Installation with Viasat is $150 it is free on Hughesnet but if you lease your equipment they charge you $99 to "set-up the lease." Hughesnet does not offer the first 3 months at reduced prices, but if you buy your equipment for $450 you don't pay the $99 lease set-up and you get a $100 prepaid debit card.

I wonder how close Hughesnet is to there "up to" speeds compared to Viasat in the same general locations? Pretty much everyone I have run across hates their cell and internet service no matter who they have.
(Edited)
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ExSatUser

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I know a few people that have ditched Viasat for wireless or other internet service. Havent found one that misses Viasat. Including myself.
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Homeskillet

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I ditched Viasat over a year ago, no regrets. My Viasat was real bad, so it didn't take much for cell wireless to be an improvement.
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ExSatUser

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Mine was "okay" until they fiddled with peoples 150GB priority plans. After that, this company wont get my money. No respect for a company that treats a segment of its customers that way. I wont buy a GM or Chryslet/Jeep vehicle for similar reasons. And there was a time I would never buy a vehicle from a foreign conpany.
(Edited)
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Homeskillet

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Mine was so bad I was considering getting dial up as a back up. That was until I saw how bad the dial up was here, like 5 minutes to load a page of text.

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Gary

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I would switch both my TV and Internet providers every year if it were not for these ridiculous contracts they hook all new customers with. It should be fair to say my loyalty to Viasat/Exede/Wild Blue over the last 15 years is about the same as their loyalty to me which is zero. I find it laughable that Viasat is running TV commercials in my area trying to attract new customers while at the same time they have no desire to maintain existing customers. Hughes sends me advertisements and offers every month but friends who have their service have the exact same complaints and one provider is no better than the other. We are a captive audience here with no other options, no cable, no cell signal and no DSL so it is all between DirecTV, Dish, Hughes and Viasat. I do see Spectrum getting closer all the time but I bet those who have Spectrum have similar complaints.
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Brad, Viasat Employee

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While this is RAMPANT in DSL/Cable, other than the current 3 month promotion we don't have any promotions and the billing should remain the same baring any data buys, phone charges, etc. 

We also let customers stay grandfathered into their plans and don't employ a town crier to ring a bell to announce when new plans are available. Mostly this is due to the spot beams determining what can be sold in your location (could have completely different options 75 miles away if that beam isn't as full). So since that's routinely changing we avoid the headache of having to change our marketing every few months on a beam by beam basis. 

With that said you can always see current plans in your location at account.viasat.com. You're welcome to change plans  (although in some cases like jumping onto a ViaSat-2 option may require a new commitment due to a change out of equipment. 
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Ronald Stricklin

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A town crier? It would just cost so much to inform customers of a plan change. It's not like it couldn't be done in an automated email... Oh wait, that can be done. But those customers still paying $70+ for evolution pay alot more than the lower tier liberty plan. It doesn't require changing your marketing but does require that the people at the top of your company become good people. We know that won't happen.
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Brad, Viasat Employee

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oh no I agree but with how frequent availability changes and with how many beams exist and how some people may be pinged by zipcode having X plans available but are on the border of a beam so they may get inaccurate information that's one issue. The second would be those that ABSOLUTELY DO NOT want any communication from us. And then we have the problem of "well you sent a email saying this is available and I better get it" but said email could be 6 months outdated and you'd be surprised how often year+ things like that come up. So it's easier in the opinion of our company to have a routine option on account.viasat.com or viasat.com/internet to check on currently available plans.That may change one day but for now that's the case. We also do campaigns if something really special happen like when Liberty Plans first hit. 
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ExSatUser

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I understand that. Makes sense. Things change so fast.
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Gary

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Thanks for this info Brad. Most of us are having a rather difficult time deciding which part of Viasat is worse. The service itself or the ignorance or plain rudeness of the customer service representatives. 
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ExSatUser

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Months ago they moved some of the call center south of the border.
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Homeskillet

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Is that call center ran by Viasat? I used to get 3rd world country 3rd party call center people obviously making scripted responses. I remember being told to reset my modem and how to do it even when I told them that I had already done that right before I called.
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ExSatUser

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Yes. Run by Viasat.
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Homeskillet

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Wow, they actually improved something in the year and change since I dumped them? I am shocked.
(Edited)
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Admiral Korbohuta

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Not all of the foreign CSRs are incompetent. I spoke to a lady last weekend who was very knowledgeable and helpful. And she spoke good English.
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Oliver

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Viasat does NOT let you stay grandfathered. VIASAT changed the terms of the plan! VIASAT took my Freedom (new).
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GabeU, Champion

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Um...what?  
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ExSatUser

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It's the weekend Gabe!
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GabeU, Champion

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Yep.  And I'm out of popcorn.  Ugh.  :)
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joan arquette

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I can get mad
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ExSatUser

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So can the Joker and Rambo. You dont want either one mad!