New customer and confused

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  • Updated 8 months ago
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  • (Edited)
I am a new customer.  Just got the service working and stable.  I have the benefit of local DSL and ViaSat services that are bonded together via a
load sharing modem.  The speeds that I am getting from ViaSat were less than I was promised so I looked at this forum. 

I AM STUNNED!!  Lots of complaints and folks seem very unhappy.

Some folks act like they are trapped.  Did it ever occur to take ViaSat to the local small claims court as allowed by the arbitration agreement?  Ask for your money back and relief from your contract -- most likely if you are a 'good' paying customer the court will order in your favor. 

My notion is that only when folks start getting restless will service improve.

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Bains9999

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Posted 8 months ago

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Voyager

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Let us know how that works out for you. I doubt any competent judge will rule in your favor. The viasat contract actually promises next to nothing in regards to performance.
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VeteranSatUser, Champion

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You are a new customer yet never came on this forum until afterwards?

Hmmm....
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danielholeman

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I would think the company would be forthright so people do not have to spend hours of research on their own to figure things out. Sounds like ViaSat is tricking many folks into service that is much less than claimed. THAT is the point.
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Voyager

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Hours of research?  I spent less than an hour perusing the Viasat web site and had a pretty good feel for what to expect from that.  And thus far Viasat has actually been better for me than what I expected based on their description of the Liberty plan.  I realize that different people have different performance based on where they are, but the bar is set pretty low at least for those of us on the Liberty plan.
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VeteranSatUser, Champion

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Dont people research what appliance to buy? What car to buy? What mobile device to buy?

Another commitment to Viasat will cost you hundreds and most likely thousands of dollars over the life of a contract. With that big of commitment, do your due diligence as a consumer.
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Bains9999

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Well, several years ago I tried a firm called exede.  Poor service would be charitable. 

Went to small claims court and had reasonable documentation.  Found in my favor for a significant sum which included my time and costs. 

First, ViaSat did not show -- apparently lawyers to show up in rural America from corporate HQ are expensive and they wrote it off. 

Second, since ViaSat was not there judge took my documentation and awarded a settlement.

Collecting was a piece of cake - customer modems and LNBs are owned by ViaSat.  Pick a customer and have the sheriff remove the equipment.  The sheriff costs get added to the award. 

Got a check by overnight courier. 
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Bains9999

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My account is less than 20 hours old and is not entirely operational.   I am on the Liberty 25 plan.

At the time of the prior account dustup there was fraud/misrepresentation regarding being able to put the modem in Bridge mode.  In addition to the settlement money I was relieved from the contract terms. 

I signed up again since the new modems can now be put into Bridge mode.  Unfortunately for the installer he did not complete the install and left me with a non-operational system.  As of this time there is a case open (57077270) regarding getting a fully operational system.  In theory it is being escalated to a senior technicain

To answer the question of why try again, time had passed, equipment had gotten better and the promise of faster Internet was the allure I fell for. 

I have no issue with spotty vendor performance if eventually the results turn out favorably.  I will be waiting on the 'senior' technical help I was promised. 

Seems like this vendor does not understand the basics of customer satisfaction.
(Edited)
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Voyager

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So basically you are a fool who didn’t learn from their first experience. LOL.
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So you must be on Viasat-2, because there are only two types of modems that have built-in wireless, one on Viasat-1 and one for Viasat-2.

But here you are again, and having issues.

Fool me once, shame on you. Fool me twice, shame on me.
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He's on Liberty 25, likely Viasat-1 unless they're selling Liberty on Viasat-2 now. Therefore the older Viasat WiFi Modem. When first released it didn't have a bridge mode - that came just over a year or so ago with a firmware update (not that the equipment got better in that case). Sounds like he has a load balancing router for dual WAN setup - typically those would require bridge mode to function correctly which seems to be the basis of his prior complaint. Had they stuck with a standalone modem - he'd likely have lost.  

P.S. Yeah, he's right... "Notwithstanding the foregoing, either party may bring an individual action in small claims court in the county of your billing address." Foregoing refers to dispute resolution in the agreement and the key word there is "individual" as I read it - you only waive the right to a class action or trial by jury.
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(Edited)
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VeteranSatUser, Champion

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I knew the hardware remained the same and but not aware the firmware changed to allow bridge mode.

Still thinking his Viasat experience isn't going to be better. Back to court it is!