More on congestion and throttling

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  • Problem
  • Updated 1 month ago
  • Acknowledged
After a week of diagnostics with Tech Support, it became very clear that my system was running great. Like the countless other posts/complaints, my issue was beam congestion and throttling. From about 6PM through 10PM, without reaching data limits, the speed becomes erratic and averages out at 10mbs (I am paying for 50); even watching a 3 minute YouTube video become painful with buffering and picture quality issues.   Once I reach my data limit, I get throttled back to less than 1mbs., which is essentially makes the system worthless to me. Viaset has a serious peak load capacity issue and their throttling algorithm (which is a mystery) should never throttle anyone back to the extent they do.  I will be better off with a cellular hotspot from Verizon or ATT ...which will happen when my contract runs out. Their marketing hype should mention that you do get the speed you pay for only during hours you are not going to use the service much at all, and when you go over your limit, we cut your speed down to a point where the service is unusable. 
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Bob Schotman

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  • Very disappointed and angry.

Posted 3 months ago

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Oliver

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Welcome to Viasat! Speeds are "up to". And Viasat will change the contract terms when it feels like it. Many older accounts got nerfed.
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ExSatUser

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If it doesn't even work for you, pay the $15/month for the remaining months in the contract.  It is not worth the hassle and aggravation for a some months to keep Viasat around if you are not happy with it. 
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Bob Schotman

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Would be an option if we had choices ....bad cell coverage. Hughes net is has the same issues.  Thompson's fork.
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Steve Frederick-VS1/Beam314, Champion

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A service call might be in order, you might have a bad installation, or equipment issues. 
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jethro

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Always a ray of sunshine aren't you, Steve?
(Edited)
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ggg rt

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Bravo! BEST ADVICE EVER!
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Bob Schotman

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I just filed a complain with the FCC ..for whatever that may be worth....\
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Bob Schotman

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Perhaps ..but I am paying for much more than I am getting .... and they deceived me with their marketing weasel-words. So, I will explore alternatives and cancel the contract as soon as practical. I do not like deceptive business practices
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ExSatUser

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The FCC complaint is worth nothing because people have been complaining about Viasat since it's inception.  Do you see anything changed?
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GabeU, Champion

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With those kinds of data and speed expectations, no, HughesNet would be no better for you.  
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Nathan Hart

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There is nothing deceptive. Did you read the contract? It’s all there for the taking.
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Nathan Hart

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There is nothing deceptive. Did you read the contract? It’s all there for the taking.
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Ron Frank

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Something is strange lately, even stranger than usual.   My service was so slow and spotty 2 days ago it wasnt funny.  Speed test said it was bouncing between 7 and 8 Mbps, which is highly unusual during peak hours here, but nothing wanted to load, pages were timing out.  IT WAS HORRIBLE!   I checked my dashboard 3 times to see if I was over data it was so bad.  A couple hours later everything was "back to normal."

I have been seeing a trend lately that my "numbers" are higher than "normal," during certain heavy usage hours, yet my performance is exactly the same.  At times 2 Mbps was "lightning fast" (for me!) and now I see 8 and cant do anything online?  I got pretty good at guessing my speed by my performance, but quite often now I am finding the numbers WAY OFF from what I have become accustomed to.  It isnt making sense, and frankly it smells a little fishy to me.
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fmj77

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I had the Classic 10 plan for years with the 5 hour LNFZ. I made good use of the free zone and some months used over 200GB of data. The bad news was that I had to severely restrict what I did outside those hours. I learned how to manage my usage, but it was difficult sometimes to not go over the 10GB of priority data.
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fmj77

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I had the Classic 10 plan for years with the 5 hour LNFZ. I made good use of the free zone and some months used over 200GB of data. The bad news was that I had to severely restrict what I did outside those hours. I learned how to manage my usage, but it was difficult sometimes to not go over the 10GB of priority data.
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ExSatUser

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The way they destroyed the Freedom plan, I wish the Classic plans were still available. I would have took those plans before those crappy "unlimited" plans with video resolution downgrading.
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fmj77

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I'm surprised you were never offered Liberty plans. I've got a choice of 5 different ones right now.
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ExSatUser

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Yep. Never. Never had the Evolution plan offered either.

Viasat's variable plan md pricing structure has a lot to be desired. But the dont care about customer numbers. They care about getting more revenue our of customers. That is how they measure their success or failure with residential service.
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lorettalea

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You may want to check if Windows Updates have caused some issues for me with hardware conflicts.

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Will Seemore

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Rarely do I disagree with someone complaining about Viasat but if you are getting a 10 Mbps average that is pretty good for satellite internet. Also if you think speeds would improve with a wireless hotspot, that probably isn't happening. They pretty much max out at 10-12 Mbps. I should know, I dumped Viasat for Verizon wireless. The big advantage I have found with the hotspot is it doesn't seem to be effected by weather. Also the ATT & Verizon wireless can suffer from congestion issues that can have nothing to do with the service being over sold in your area. I live in the I-95 corridor in Central Virginia. Heavy weekend summer traffic and my weekend internet is about as good as dial-up. I got an 8 kbps speed test mid day during the Memorial day weekend.
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Will Seemore

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From what my research tells me most cell towers are owned by tower companies and not cell phone carriers. If information out on the web is correct Verizon no longer owns any towers. AT&T and T-mobile still own towers, the others just lease space on them from 3rd parties. All the towers in my area are owned by tower companies, and both Verizon & AT&T use them, so there is no difference between the services here as far as reliability.
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Will Seemore

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In the 6 months or so of having Verizon wireless the congestion issue on evenings and weekends didn't show up until approximately a month ago. I live in the woods and the trees leafing out in early spring made no difference. What I wonder is the congestion a seasonal thing with school being out and more people traveling I-95 on vacation or was it the max exodus of satellite users going to cell wireless internet in my area? It does seem strange that I was getting 5-10 Mbps 24-7 and then almost overnight it turned into dial-up on evenings and weekends.
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ExSatUser

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I think Verizon does own the towers, but it is just a subsidiary. You wont find the Verizon name on them, but look who owns the company that owns the towers.
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Ron Frank

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That is the corporate world!  Taxes, liability EVERYTHING plays a part!  Verizon owns towers but under a fictitious name to "cover their ass"  If someone falls from a tower or a tower falls and kills people the suit can ONLY be brought against the "holding company" that "owns" the towers.

Our landline phones out here are Embark a Verizon subsidiary.  Like I said, for taxes and liability purposes.  Their logo on the vans and everything even says EMBARK and underneath "a Verizon Company"
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ExSatUser

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Yep. Viasat will probably spin off a company for residential internet :).
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Brian Shackelford

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What most people do not comprehend about "throttling" is that it isn't just about slowing you down, but it is about prioritizing other traffic ahead of your traffic.  Nowhere does ViaSat guarantee you will always have usable internet, they only guarantee priority.  

So if you are on Liberty your traffic is lower priority than those that have other plans and not gone over capacity.  If you have gone over capacity, then you get prioritized below the Liberty users.  This is in addition to their government, military, commercial, and business customers.

If I had to guess the heirarchy would go:

Military/Govt 
Commercial/Business
Data Capped Plans
Liberty Plans
Exceeded Data Cap Users

It is a double punch when speed is not only slowed but also your traffic is de-prioritized to make sure other traffic can get through.  On top of that Exceed uses hardware / technology to cache and compress data content to reduce bandwidth utilization.  In my past experience, once the connection speeds drop below about 512 Kbps, everything pretty much stops as the  latency of the satellite by default and the other pieces in the chain just can't function at the slower speeds and the connections just time out.

I remember when they launched the new satellite there was an implied promise of freedom plans for all, but I guess the Antennae mishap and a growing demand has outpaced the ability of ViaSat to deliver.  I also believe that VIaSat's bread and butter do not lie with the home consumer, but with the larger Govt,  Military, and Commercial customers.

As to Central VA, unfortunately you have them all.  Airlines use their service, we are a heavy military state, and DC is right there to our north.  Beam 328 (I think that is the one I was one - at least on the old Sat) simply is overloaded.  

I can't fault the company for wanting to make money, but it seems that their ability to deliver does not match their capacity.  For me, I was fortunate to get a wireless plan with unlimited data for a lower fee per month.  Unfortunately that plan is no longer available either.

Rural users are getting the short end of the stick on internet services, but I wouldn't trade the sound of frogs, crickets, or the site of thousands of fireflies lighting up the sky behind our house for even the fastest internet.  If you live in a rural area - remember why you do and count your blessings.  Less internet and more of God's beauty in nature!

DISCLAIMER:  I have nothing to do with ViaSat and the opinions or information offered above is my own comprehension after many, many hours of conversations with ViaSat support and my experiences in working with enterprise networking products.  I have NO experience with Satellite so I may be completely wrong in my summation of the potential issues and do not claim to be an expert in this area.
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ExSatUser

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No. You are well versed on what you described above. Good job!!!
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Martin Seebach

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You are lucky to be able to contact support when things get sketchy. Many of us can use the phone only through wifi that stands or falls with connectivity.
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Ron Frank

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NOPE!  SORRY!  First off Viasat doesnt guarantee ANYTHING!  And it is highly unreasonable for a consumer to assume purchasing internet service from an internet service provider means you "may or may not get internet!"  Its a normal understanding that will hold up in any court of law, when paying for a product or service, there is a reasonable assumption that you will receive said product or service!  

They advertise their service based on SPEED,  everything is about SPEED and their "up to" claims, even calling it "high speed internet" when in fact many of us in rural areas never see anything near their "up to" claims, even when their original business model said "to offer high speed internet to rural areas."  The contract used to say "speeds may be slower during peak usage" it is only recently they changed it to read "some subscribers may experience outages during times of heavy usage."

The part about not faulting Viasat for wanting to make money and customers getting the short end of the stick goes hand in hand, the "bread and butter" is in INVESTORS and the way to get investors is new technology, and new subscribers.  Those numbers dont reflect the performance of the technology or the satisfaction of the subscribers, just plan a new satellite or two, and lock 25,000 more subscribers into an ironclad 2 year contract, the books show positive revenue and growth ... job complete.

As for living in a "rural" area ... I moved here from the city.  The greater New York City area, and just because I enjoy the peace, tranquility, freedom and lifestyle out here, does not mean I wish to be cut off from the world.  I pay the price.  I deal with the latency.  I deal with weather.  I deal with watching my data usage.  I deal with my restriction if I go over my data.  IS IT TOO MUCH TO ASK WHEN I AM NOT OVER DATA, AND SIT AT MY COMPUTER TO GET ONLINE THAT I HAVE INTERNET???

Now for the new satellite launch and unlimited .... LMAO!  3+ years waiting on that promise!  I am in a HEAVILY congested area (if not THE MOST heavily congested) and VS1 has no beam "dedicated" to my area.  Now I learn "allegedly" due to the antenna malfunction, VS2 has no coverage here either!

This hit a nerve.  Im gonna quit now.  I live where I live.  I want internet, I need internet, I PAY FOR INTERNET, and to me what they are doing is nothing shy of taking advantage of people with no other options, no different than selling a bottle of water for $35 after a hurricane devastates a city.
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SonyaA

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Just hang in there guys SpaceX has made its first drop of low lying satellites and more in the works. Word is as soon as later this year starting with Northern states there will be other options. Amazon is also filing to do the same thing. Then Viasat can reaped what they sowed. 
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fmj77

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Sonya, I'm being cautiously optimistic about these LEO and MEO companies. I have my doubts whether any will work out as planned. But, hopefully at least one of them will become a viable 3rd option for those of us who can only get satellite.
(Edited)
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ExSatUser

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The bar is set pretty low to beat satellite internet. 5Mbps with low latency and truly unlimited data would do it.
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fmj77

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ExSat, I would take a plan like that in a heartbeat!
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ExSatUser

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Yea. You dont realize how bad satellite internet latency is until you use a different system in your home.