loyal customers

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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 months ago

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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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bubs

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There's a thread on Slickdeals (titled something like Directv has crazy retention deals), it has discussion on how to get a discount from them.  I've had Directv since '11, Dish before that, C-band before that.  Anyway, all of last year I argued to about $50/month total, all fees, dvr, 2 tvs, HD, etc., and not the base package (some got the base package for about $10 all in...).  I called to argue right after the discounts ended, got it again for a few dollars more this year.  I don't think I'm arguing this year, Youtube TV looks like about the best option with locals (no locals by any means with a roof antenna) since Hulu Live doesn't really work with jetpacks (very well anyway), due to how they determine locals.  If I didn't need locals for someone I'd just have plain Hulu.

I doubt Directv will continue the discounts, and I haven't checked on that thread in some time to see the current situation, if anything still works.  But maybe some people can still get discounts.
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Homeskillet

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I think your ability to get discounts is probably tied to what options are available where you live. Pretty sure the customer retention specialist has quick access to that information. With only two companies providing satellite internet and usually offering similar plans in the same areas neither one needs to give an inch. It is rare that anyone using satellite has a decent alternative, so they know they have a captive audience.

On the flip side Directv or Dishnetwork often have competition from all sides.
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bubs

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With Directv, when you threaten to cancel they asked what you were doing.  They asked if you would go to streaming.  At the time, I said I didn't have good internet.  But I said their price was ridiculous and would buy a lot of used Blu-rays.  I said Dish was too high as well, and I didn't have any locals available.  I said I would go without a service altogether.  That worked for me. 

Since they are no longer launching new satellites or repairing old ones, with what they did to Directv Now, and ATT in general, I doubt they "care" that much about keeping sat tv subscribers.  I tried reading that Directv thread to see what was going on, saw it in search results, clicked on it, got redirected to a Lowes result.  No matter the browser.  Every other result worked correctly....

"satellite internet and usually offering similar plans in the same areas"
"usually", maybe, don't know the statistics of what's where.  Areas like mine, it isn't even close.  Viasat's cheapest is literally double the price of the comparable plan, half the priority data, half the listed "up to".
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Homeskillet

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I was just comparing the Viasat plans to Hughesnet for the same about of data. Viasat plans start at about $120. Hughesnet has plans starting at half that price but the data threshold is a lot lower than the Viasat bottom plan. Viasat used to have lower data plans available in my area, but took them away. Now it is 35GB-45GB-65GB only, at 12 Mbps.
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Old Labs

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Viasat hasn't offered lower data plans in the old 329 area in quite a while. All Unlimited 12 Mbps and on Viasat-2 not Viasat-1 in  my immediate area - a couple neighbors just recently switched to them - they're happy with them (for now) and using them for online education.
(Edited)
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Homeskillet

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Happy satellite internet customers in Virginia? Where?

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Old Labs

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22406 - and then of course there's me (although not elated, I'm more satisfied since the policy changes back in January).

These particular folks were among those hit hard by the policy changes to their legacy 150 GB plans. They finally faced up to the reality those plans weren't coming back and switched to Viasat-2 plans. Their choice was between paying $100 per month for usable service or $100 per month for unusable service meeting their requirements - their priority being education not entertainment. They are happy they can now continue their education for now.

You continue to evaluate Viasat from the way it was a year ago in the central VA 329 area - not how it is today - policy changes and Viasat-2 availability. Does it meet your specific needs? Probably not but you had an option.
(Edited)
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Homeskillet

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I figured 22406 would have high speed hardwired in most places.
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bubs

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Plan pricing was different in some areas, but concerning this, at half the price, a little time shifting is worth it. If not, then the plan at the same price has even more data.

"data threshold is a lot lower"

"ALL PLANS INCLUDE:

Bonus Zone

50 GB/mo. of additional data during off-peak hours (2am-8am)."
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Old Labs

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Nope - I'm less than 1/2 mile from it. It would have cost me $6500 to have it pulled down to me. One of those neighbors is up the road about 1/4 mile closer - he called and today the y want $18000 to pull it down to him.

On a Liberty Plan with free zone I can still do better than 35GB per month easily for $50 per month.
(Edited)
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bubs

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"Happy satellite internet customers in Virginia? Where?"
Is N. H. there? He was practically blowing a gasket saying part of Virginia is not known for bad service. At least I think it was Virginia, my memory stinks these days.
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Old Labs

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Yes I think he was down around Charlottesville and has a Gold Viasat-2 plan at 50 Mbps on Viasat-2. The old 329 beam was grossly oversold - it stretched from North Carolina to South Jersey - consider the population density there even in un-served wireline areas alone. It's gotten better with attrition and switches to Viasat-2. As I noted above things started improving for me on Liberty Plan with those now infamous policy changes. It's now performing as advertised or better.

I'd estimate that 90% of the folks in my ZipCode have access to better wired or wireless options - that doesn't help those of us who don't and it's not economically feasible for anyone to extend wired or wireless to us in those low density areas - so we are left with satellite for now.
(Edited)
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Homeskillet

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I just figured things would be better up there as it is more densely populated and has a lot more businesses. Fredricksburgh is where I go to do most of my other than grocery store or auto part store shopping. I am off exit 110 off I-95 in the Ladysmith area. Even the people who can get cable here hate it. I think it is Comcast. I don't think there is any DSL as I haven't heard anyone mention it.
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Old Labs

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A good portion of 22406 is what we affectionately call Staffordtucky...

The best solution for VA would probably involve municipal broadband initiatives by local governments. Unfortunately many localities in VA are blocked from municipal broadband initiatives by state codes - see:

https://broadbandnow.com/report/munic...

Even then there are still going to be those areas where it's simply not not cost effective to extend to the last mile for everyone (e.g. me and the terrain in my area isn't particularly well suited to wireless).
(Edited)
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Gary

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How does one learn what beam they are on and how much congestion there is on it? I am in NY 12777 which is by the borders of NY, NJ and PA in what we call the Tri States. My plan is Liberty 12+FZ
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Old Labs

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There used to be a beam map for Viasat-1 but it's no longer available (a dealer accidentally posted it and it was taken down).

But satbeams.com shows that as what Viasat 32 refers to as beam 315 - satbeams refers to it as U15DL:

https://satbeams.com/footprints?beam=...

Zoom in on that map and it's the inner two rings of that overall footprint- congestion is subject to interpretation, Viasat typically won't acknowledge either beam or susbcriber levels on a beam.

No map has been published for Viasat-2
(Edited)
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Gary

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If accurate I am the second ring from the center and 80 miles NW from NYC.
Same as those in VA. there is little to no chance we will ever see hard wired cable here or even any reliable cell signal. The companies go by account populations for these areas and in a 5 mile radius from my home they would have a hard time getting a dozen subscribers. Between state forest preserve lands and large privately owned hunting lands there are very few family dwellings. Those who scream loudest about poor or no cell signal are the same ones who scream No More Cell Towers.
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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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Old Labs

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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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Old Labs

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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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Rique

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The service is hampered by the realities of satellite technology, I'm not certain what you mean by "ignorance", most of the info I received from ViaSat CSRs was sound (sure, there were some exceptions). Concerning rudeness, that was never my experience, especially not with the ViaSat social media reps who frequent this forum. The phone support reps had varying degrees of knowledge, varying degrees of ability to address a specific concern, but were never rude to me - even when I was super-pissed off about whatever I was calling in reference to.

The bottom line is that the CSRs (especially the social media team in this forum) are motivated to help and are good folk. The company is another story - as ExSat said, the business decisions that led ViaSat to treat their existing grand-fathered premium accounts so callously turned a lot of people off.

Whether they publicly proclaim it or not (I guarantee you they proclaim behind closed doors in boardroom meetings), the mission of ViaSat the company has shifted drastically, most evidently in 2019 (following the technically botched deployment of ViaSat 2). The commitment to the retail market has been (and is being) entirely de-emphasized in favor of corporate and military markets. It's sad.
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Homeskillet

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Did something change? Almost every time I called Viasat "Customer service" I got a 3rd world country call center.
(Edited)
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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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Rique

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We were grandfathered, ViaSat never "took our Freedom (plan)".

That said, there are cases where you can lose your plan. I'm not sure if ViaSat publicizes this well or not (I found out because I questioned them carefully), but if you hibernate your plan (akin to a suspension of service), they will not necessarily guarantee that you can get your old plan back when you resume your service - so one must be very careful!

Also, if you move, I think they will re-locate your dish (EasyCare customer option) for a flat fee of $95 (if I recall correctly), but I don't think they guarantee that you can keep your plan, so there's that.

All of that said, as far as I know, ViaSat will never force you out of your existing plan.

With regard to our plan, while they didn't force us out - the quality of the service degraded considerably due to a "policy adjustment" - so considerably that it eventually led us to consider other options and ultimately to leave.
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ExSatUser

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If you like your plan you can keep your plan but we are going to change your plan so you will no longer like or want it!
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joan arquette

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R u replied to me I play game but to watching movoies
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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!