Massive outage? Call me skeptical

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  • Problem
  • Updated 1 year ago
  • In Progress
Service has been minimal for about 72 hours (averaging 0.05Mbps download), with the brief exception of the time when Customer Service added a gig at fullspeed to my service to compensate me for the problem. Service and Supervisor tells me of a massive outage in Phoenix that is affecting large numbers of clients, yet customer service is (relatively) quick to pick up the phone, there is no mention of outages in this community or notice online, nor mention at sites like downdetector.com

I get the feeling that customer service has a "book of lies" playbook to attempt to appease the callers. 
Letter to VP of Customer Service (oh boy!) on horrid customer service and technical support comes next.
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Stu Kirsch

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  • pissed

Posted 1 year ago

  • 1
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Brad, Viasat Employee

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Hey Stu

Sorry this is happening. We can review your account for you. There's no current outages right now occurring so if you are still having issues  please contact us at exedelistens@viasat.com  
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Stu Kirsch

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Thank you Exede Brad. I will email you.
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Jim16, Champion

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"Service added a gig at fullspeed "

Are you over your data limit?  If so, your speeds will be slowed.
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Stu Kirsch

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Yes, we are over limit. Once over limit, speeds according to plan are between 1-5 Mbps. Speed at 0.05 Mbps, or even 0.25 Mbps, is hardly acceptable when plan calls for 1-5 Mbps. 
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Bev, Champion

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That 1-5 mbps is UP TO, meaning that more congestion (more users using the internet on your beam) means you may get even slower speeds.

While in my experience, it is rare for it to be THAT slow, even in restricted mode, it does happen and, your beam may well be busier overall than mine.

If speeds do not return when your usage resets, please post again.,