Unlimited Data

  • 1
  • Problem
  • Updated 9 months ago
  • Acknowledged
  • (Edited)
i was told many times during the selling me of this internet that it would not slow down unlimited is unlimited regardless of the data i use as i use this internet for my job. but as i reached 159 GB last night i found a slight error in your promises you do slow down in fact i could not use it at all. why could you just not be honest and say that after 150 GB you but us on the back burner to people who has not used so much. this is so wrong !!!!!
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charles strawn

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Posted 9 months ago

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Gwalk900, Champion

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Lying?

How difficult can this be to understand?

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charles strawn

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and this fine prind never showed up till after i purchased it. 
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VeteranSatUser, Champion

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I highly doubt you were told no slowdown ever.
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MichiganSteelheader

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I’m sure that if he bought the Service over the phone that he was ‘told’ no slowdown ever. The agents will tell you anything for the sale. *fact
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Bradley

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While I strongly believe it is incumbent upon people to do research whenever making a commitment, I do think ViaSat suffers for using third party call centers.
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VeteranSatUser, Champion

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Tje "bundling" tactic is the worst!
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Jim16

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Clearly states it everywhere ...

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Jim16

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Things will improve greatly in a few months when VS2 goes live.
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charles strawn

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and you don't see this on the phone with a salesman. so what you are saying is it is ok for your salsman to lie to get customers. 
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Old Labs

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Contact Viasat directly, this isn't a direct support forum - simply a customer-to-customer venue... and won't be resolved publicy here.

The best you'll get here is sympathy (or in many cases none).

See if they can pull up the sales call if it was recorded assuming it was recent - that's your only option in dealing with verbal promises/claims.

In point of fact, you should have been read off a checklist of disclaimers (I saw the check list someplace but can't remember where.
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Ron D Stricklin

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Yeah, most of the people here won't be able to understand this here. You signed up over the phone, you asked many questions, they actually lied to you, but there's all the fine print that never shows up in a phone call that you could have read that you could have read.
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Stephen Rice, Champion

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My parents learned the hard way, never to trust what someone says unless it is in writing.

They bought a small piece of property 10 years ago and built a house on it.  The real estate agent lied to them and said one of the restrictions on that road is that trailers aren't allowed.

Six months later someone bought the lot next to my parents house and put a trailer on it.  

When my parents contacted the real estate agent, he played stupid and said there was no such thing.


It sucks that the sales rep lied to you.  I would definitely send an email to viasatlistens@viasat.com to report what happened.

The good news is, Viasat 2 is going live very soon and speeds will increase for everyone.
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Jim16

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Most people know to read the real terms of their agreement.  If someone, in this day and age, believes everything a phone salesman says, then in my opinion they deserve what they get.  Being an adult means to assume some responsibility for your actions.  And if someone calls and says you won the Irish Sweepstakes, hang up on them.  Your welcome.
(Edited)
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Bradley

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While Jim is correct, I wish he would meter the responses just a little. Those of us that have had satellite internet for years know the ins and outs of how it all works compared to what is advertised. To anyone that has never had satellite internet, the service can be both a cultural shock and a huge disappointment.

I like ViaSat and generally am pretty happy with the service. This doesn’t mean I don’t cringe a little when I see their advertising.

If they put 150 GB with video resolution reduced to 480p, and stated that speeds would generally be unusable on most beams after priority data on silver plans during prime time....then people would understand what they are buying right now. Not what they may be buying in the future. People like me that are happy with the current “unlimited” plans, have most likely spent the last ten years surviving on 10-12 GB of priority data. To us, they feel like a godsend.
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Jim16

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Do you really think they are unusable on most beams?  I don't think anyone can be sure about that.
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Bradley

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I suppose only ViaSat knows for sure. Using anecdotal info from the forums, I’d say beams where only silver unlimited was offered instead of gold experience the higher rate of slowdown. Wish more people with gold would chime in. Haven’t seen enough to draw a conclusive opinion.

We who follow the forums see plenty of stories of sub 1 Mbps after 150 GB during prime time hours.

I think it’s way better than being throttled. I just wish we had a floor of say 2 Mbps on unlimited plans. That would guarantee at least one 480p stream.

Maybe others can chime in on their experiences.
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VeteranSatUser, Champion

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There is a checklist and specifics statements are read. If they were not read on a call that should be recorded then you can complain.
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Chris Sumrall

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I just got my install today and the max speed I have seen is 8 Mbps not the 25 I was told that I should have.  I currently am only getting 3.51 Mbps at 8:23 PM.
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VeteranSatUser, Champion

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I got the Freedom Plan from the NRTC and will not give that up until I change to Viasat-2...which will probably be delayed now because Freedom is just too good to give up and I am not going to go below 720p either.
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Bradley

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I’d take freedom in a heartbeat.
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VeteranSatUser, Champion

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I was the same way. No way I was buying unlimited for $150 and 480p. That is just too expensive for what you get.
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Bradley

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I agree. I bought it to try for a while knowing I could drop back down. I like not worrying about the limit for browsing, but 480p isn’t sweet to watch no matter who you are. I hate it, but internet might finally get me to look for another house. Once you stream 1080p or 4K, it’s really hard to imagine going back. I also game and have young kids that like to.

I’ve lived in the sticks a long time. If I find a compromise between services and location, I think I’ll take it. Unless you game or download lots of things, silver or gold would be fine for web browsing and streaming music. Netflix and Amazon are ok streaming. Not great but watchable. I haven’t figured out how to get directtv now or STARZ to work without constant buffering. I’ve run through several free trials to see how each works.
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Chris Sumrall

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I had the silver but backed it down to the bronze.  I called them on New years day and they said that they had network congestion and moved me to a different network and after that I did a speed test.  I then was getting 12Mbps+ on the network they moved me to.  Hopefully the Viasat 2 will help a lot of this.
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Jim16

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I'm getting 1.3mbs at 8:40pm.  Everything works fine.  Streaming Netflix is fine.  You getting 3mbs during prime time is a very good speed.  Stop doing speed tests and just enjoy your internet.
All the speeds are "up to" and will vary greatly on a satellite internet.  If you are having issues with 3mbs than something else is amiss.   Using the Wi-Fi on the modem has been an issue with some.  I suggest using an Ethernet.
(Edited)
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Brad, Viasat Employee

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We have posted the disclaimer that you *MAY* be throttled during peak hours after surpassing depending on network traffic. We post this on our overview of the plan at https://www.exede.com/unlimited/
There is a disclaimer that is read at the time of the sale about this as well. I think a lot of the replies are correct that we'll see less of a squeeze when Viasat 2 enters the game in about a month or so as that'll lighten some of the pressure on our beams.Also we are almost done with the holidays so traffic on the network should be lighter into this week. The holidays ALWAYS put a lot of pressure on and we are at our busiest as people visit family, Winter breaks and so on.

If you want to email us at viasatlistens@viasat.com we can maybe pull the call and see if they mentioned it but we can't alter the way the plan performs unfortunately.
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Ron D Stricklin

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Dumb questions Brad, with so many customers saying they have been lied to over the phone will Viasat do anything at all to investigate this?
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Matt B, Viasat Employee

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That's not a dumb question at all Ron.

If a customer reports a lying agent to us, we will investigate it as far as we can, and work with the customer while we do it.

We would need the account number, and phone number that the customer called from to track the call.  All this would be emailed to ViasatListens@viasat.com.  
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Ron D Stricklin

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You need an account number? Have you paid attention in this forum. It seems abit beyond time to do something bigger when the majority of issues are complaining about lying customer service.
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Stephen Rice, Champion

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I'm having donuts for breakfast.
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Shayne Sullivan

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Did you bring them back when you got home and discovered there was a big hole in each of them?
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Jim16

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Did you read the fine print on those donuts before you committed? 
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Stephen Rice, Champion

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Nah. Ended up having a pranut butter and jelly sandwich instead. I made it myself so I didn't have to worry about the donut shop screwing me over with a two year contract.