New Throttling policy update is breach of agreement on Viasat's part!

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  • Updated 9 months ago
  • Acknowledged
  • (Edited)
I cannot believe the email I've received from Viasat this morning, stating I am about to have my services become even worse then they already have been but guess what? I still pay the same money. so half the day I will have ok internet and the other half towards the evening I will have slow internet. 
Lets test this for a moment, did thousands of people suddenly signed up all at once in my area of the mountains so the internet is so slow? nope, what happened then? Viasat decided to "update" their policy meaning they "decided" out of the blue to change the original contract upon which I signed initially which is the 150GB Liberty "unlimited" plan and now try to "encourage" me to sign up for worse plans and for more money! and here's the kicker, if I sign to any of the "new packages" I won't have any problem with congestion in the evenings, so if I pay more there's no problem, but if I stay there is a problem, this is complete disgrace and I cannot believe the sleaziness of the tactics at play here.
Net neutrality laws have been repealed a few months ago, so this is the fruit of their labor, this is the beginning of the internet company foul play at work, but we must not be silent about this, we must speak out for this is clearly a breach of contract, even though the plan is no longer offered by changing the agreement of what I am paying the company is providing me less than promised, in plain words, there are two parties who make an agreement, Viasat and it's clients, the clients obligation of the agreement is to pay a certain a mount of money agreed initially, Viasat's part of the agreement is to provide the "service" agreed upon initially, at no time they can provide anything less than initially agreed upon, if they do, that is called "BREACH OF AGREEMENT" and I don't care how they call it, policy updates etc.. it is still a breach, they are breaking their promises to their customers.
Imagine my mortgage company one day call me up and say, "we've updated our policies" now you can only use your house fully until noon, but afternoon you can only use 1/4 of your OWN HOUSE! what on earth is this? Speak out customers! consult any one you can, this is not right, this is a complete trample on our rights as PAYING customers! stand up for your rights!
I've been looking into wireless services with boosters years ago, but I haven't resorted to it because I was somewhat happy with Exede/Viasat for the last two years, it wasn't great, but it was "good enough" but now? it's horrible, last night I could barely do anything online, disgrace! these people need to be ashamed of themselves.

"For the love of money is the root of ALL EVIL" - 1 Timothy 6:10
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Dan

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  • FRUSTRATED

Posted 9 months ago

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4.2 Modification of the Service. We may discontinue, add to or revise any or all aspects of the Service in our sole discretion and without notice, including, without limitation, access to support services, publications and any other products or services ancillary to the Service.

So, while you may not like it or agree with it, it is within their right to change anything about the service at any time.  Companies always have this type of caveat in their customer agreement.  

https://www.exede.com/documents/master/customer-agreement.pdf
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Dan

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Just because they write it, doesn't mean it's right! it is still a breach of the initial agreement, and we can pick this issue a part piece by piece, but in it's most simplistic form, it's a breach.
How can they provide me with less service than I am paying for? if they do they need to lower my payment, this is a complete disregard to laws and rights of customers, there are laws in place for a reason, to prevent corporations from abusing their customers, problem is people don't know the laws that protect them.
(Edited)
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Old Labs (VS1-329-L12FZ)

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Here's what the agreement states:

Modification of this Agreement.  Upon notice published on the Viasat website applicable to your Service: www.exede.com or www.viasat.com/wildblue we may modify this Agreement, including, without limitation, our pricing and billing terms. We may, but are not required to, also notify you by e-mail or other electronic notice.  If you do not agree to such changes or additions, then you must terminate this Agreement in accordance with Section 4.3 below and stop using the Service within five days after the effective date of such modifications.  Your continued use of the Service after this five-day period constitutes your acceptance of such modifications. If a change results in an increase of the monthly fee by more than 25%, however, you may terminate your Service, without incurring the Termination Fee, if applicable, and/or any other applicable termination fee, by calling us within 30 days after the first statement reflecting such changes is issued

Won't argue the morality or ethics of this, but that's the legality in a nutshell and was in the initial agreement since at least 2012 when I signed up (although slightly different wording as the agreement morphed over time and the section numbers changed - it's actually 6.1 on my initial agreement that was signed on hardcopy). 

(Edited)
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Dan

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Don't be sold that is ok for them to do it, this is not ok, and I am sure it's an abuse of the users rights, they can update their services, but how can they one day provide LESS service then a customer is paying for? the throttling is LESS service than initially agreed upon.
You sign an agreement with a baker to receive a certain amount of buns, one day he tells you, I updated my service agreement to you, so you will get half the buns than we initially agreed upon, suck to be you, but you still need to pay me the same amount of money.
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Old Labs (VS1-329-L12FZ)

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Point that out to your lawyer!

It appears I'm actually one of the beneficiaries of this change being on a Liberty Plan. I'm guessing there's a lot more of us on limited plans than those on unlimited plans or Freedom on Viasat-1 given the low ARPU.

Triage... save those you can and as many as possible.
(Edited)
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VeteranSatUser, Champion

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Where is the part of this email that says if you upgrade you won't have this problem?
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Dan

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It doesn't, but it doesn't state you will have issues either, it's very shady tactics that this company uses, I've noticed it a long time ago, just the fact we have "limited" internet is already suspicious and any one in the internet industry who really knows their stuff will tell you it's baloney, the only reason they are limiting us is because they want us to pay more.
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Well there are technically limitations to satellite internet, anybody who really knows their stuff will tell you that. High latency, weather, and gateway "choke points" are just a few of the issues.
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Dan

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95% of the world's internet is cable based, it's mostly fiber optics through oceans and all over the world, the satellite bandwidth are an excuse, you need to research more to understand what these "internet satellite" companies are truly doing to their customers. I was silent until they pulled off this trick on us, no more. enough is enough.
(Edited)
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Old Labs (VS1-329-L12FZ)

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Trust me when I say, VeteranSatUser has done his research on satellite internet and his name is appropriate. He needs no further research.
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It's comical when people who are ignorant of a subject tell those who aren't that they need to do more research.  SMH.  
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95% of the world's internet might be cable based (seems high), but I am 100% positive there is 0% cable in space.

The pipe is only so big to send and receive signals from space. It also is traveling a lot further (latency). Congestion occurs when those signals get "backed up" on the freeway so to speak.

I am not a satellite internet engineer, nor do I play one on this forum, but i am one of the longest users of residential satellite internet in this country. So for 20+ years I haven't had a better internet option at my house. Will it be another 20 years? Ughh.
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GabeU, Champion

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I am not a satellite internet engineer, nor do I play one on this forum, but i am one of the longest users of residential satellite internet in this country.
As well as having done what you are able to in order to help other customers when they are having an issue.  You learn a lot doing that, too.  I did. 
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Dan

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GabeU, how much are they paying you to protect their interest?
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GabeU, Champion

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Oh, great, another "shill" spewer. 
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Brad, Viasat Employee

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None of the users except the ones like me with Employee by their name are paid by Viasat. 
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Old Labs (VS1-329-L12FZ)

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Here's your card back, Dan.

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Dan

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Gabeu, Interesting, so for some one who isn't hired by Viasat you sure seem to love this company, over 1000 posts, is this a hobby for you?
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Dan

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Old Labs, who is debating? I state the obvious, people's rights are being trampled upon and then you got this "viasat hobbyist" defend the tramplers.
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Dan

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GabeU It's also interesting to me that it's not the first time some one called you as such, I did not call you a shill, but I asked how much are you being paid to protect their interests this can be a customer service representative, if you haven't noticed you called yourself a shill, no one else.  well done.
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I did not call you a shill
Semantics nonsense.  You didn't say the actual word, but you did call me a shill. 
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James Besser

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Define shill please old guy here my brain is limited now
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Old Labs (VS1-329-L12FZ)

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A person paid to endorse a product favorably, while pretending to be impartial.

As implied by:
GabeU, how much are they paying you to protect their interest?
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James Besser

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ok thank you
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Brad, Viasat Employee

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Official Response
Hi Dan
From time to time, Viasat makes updates to policies that impact our customers’ service. We recently updated our Network Management Policy to ensure the best experience for the majority of customers on our network.  We have also notified any customers who are impacted by this change by letter and email. 

Our customers’ satisfaction is paramount, so we have a team of specialists ready to respond to any questions about this change,and to make certain every customer is on the very best plan for their needs. Email us at ViasatListens@viasat.com  or call our specialized team and we'll respond ASAP
(Edited)
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Dan

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Best experience for the majority of our customers? how exactly out of the blue slowing down my service is any benefit to me? you have issues with bandwidth? ok, use the money you are making FROM ME and update your network! get more cables, do what is necessery why am I have to pay with worse service for your company's shortcomings? this a blatant attempt to remove us who had a "good deal for too long" away into worst packages that will make more money for the company, I call it out for what it is!
And nobody asked me if I agree to these terms, I am still paying the same amount, but receiving LESS service, is that just in your opinion?
Can I use less than my house for the price I already am paying? this is an abuse of customers, blatantly, and this will not get rugged off quietly under the carpet.
(Edited)
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Updating their network is a lot more complicated than cables.  That's the limitation of satellite internet.  Upgrading is basically launching new satellites, which cost hundreds of millions of dollars each, and millions more to launch.  Upgrading is nowhere near as simple as it is for ground based services.  
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Brad, Viasat Employee

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Gabe is correct. We do have a specialized team handling this at 844-715-4412
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Gwen

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@dan Should look into a verizon mobile hotspot ,many ppl use them and like them alot , theyre unlimited plans are prepaid so you dont get stuck in a long term contract with anyone <removed link, violation of forum rules>  65 a month for true unlimited net , way better than viasat and most ppl get 15-25 + mbps
(Edited)
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Old Labs (VS1-329-L12FZ)

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Specialized team? Are those the one's who were found to have the thickest skins? They better be ;) 
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Brad, Viasat Employee

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Well the online version are the moderators here: Me, Matt and Diana. This is a team that's going to take those calls
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Old Labs (VS1-329-L12FZ)

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Bring them pizza, they'll feel better.
(Edited)
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Stephen has been hired as a subcontractor!

I also think we are seeing the impact if Viasat-2 failing to reach its potential. So the anticipated bandwidth Viasat expected is not there now, so as internet usage conditions to explode, the existing infrastructure cant keep up with demand.

On to 2020 and Viasat-3!
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Gwen

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Better be supreme or triple meat
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Spell check is biting me tonight, and this crappy forum won't allow editing!

I might add, I haven't seen this much debate since Directpc implemented the first FAP ( Fair Access Policy). I am trying to remember. It was like 225MB per 24 hours, or something like that.

Yea, I had truly unlimited internet in 1996 pre-FAP. My how things have changed!
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Old Labs (VS1-329-L12FZ)

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I'll take the triple meat, but somebody always asks for the broccoli - 1 slice eaten and 7 go in the trash.

Can I get a mead? Autumnal? Light and frothy?  
(Edited)
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Broccoli on pizza?  YUCK!!!!!  Surely you jest!  
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Old Labs (VS1-329-L12FZ)

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Nope - used to have a vegan (not that there's anything wrong with that) on my team that always wanted broccoli and would be accommodated - she'd eat one piece.

And don't call me Shirley!
(Edited)
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Count me out on the meat pizza.  I'm vegetarian.  

I would however like a pizza with pineapple on it.  Yum.
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Gwen

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I remember leaving my pc on all night on dial up just to download a 80 mb file lol
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My mother is a veggie.  She tried the vegan route for a while, but couldn't stick with it.  Some of the things she eats I just can't do.  Crumblers?  No thanks.  Tofu dogs?  They smell like old socks and taste awful.  Mushroom burger?  Ugh.  And her faux cheese has got to be the worst, though she's lightened up on that restriction, as she feels the same on that one.    
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Old Labs (VS1-329-L12FZ)

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I'm not sure how she justified the cheese thing being a vegan... not that there's anything wrong with that!
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When she was a vegan she would get the imitation vegan friendly cheese, which was even worse than the faux cheese I was referring to.  She gave up the vegan thing many years go, though.  She wasn't eating real cheese until fairly recently because of the rennet, but she's started and "doesn't think about it."  
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Dan

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Gwen, are you using that Verizon hot spot? I might need a booster though, I am quite rural and can only get a signal higher up, can you link me up to what your using please?
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Dan

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Gwen, are you using that Verizon hot spot? I might need a booster though, I am quite rural and can only get a signal higher up, can you link me up to what your using please?
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Old Labs (VS1-329-L12FZ)

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Gabe,

I meant our team member - we would have put are foot down had she insisted on fake cheese - at least we could flick the broccoli off if still hungry and desperate!

Don't mind me, I just got the results back from my nuclear stress test - turns out my heart is still beating so I've got that going for me. I know some may be disappointed to hear that ;)

Don't worry, be happy!

While you're at it Gwen, can I get another ear rub?
(Edited)
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Ah, yeah, that's a good point.  A vegan eating pizza?  Interesting.  Well, maybe a "most of the time" vegan.  LOL.  
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Gwen

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@dan , Sure can https://www.amazon.com/Proxicast-Cross-Polarized-High-Gain-Fixed-Mount-Antenna/dp/B01NBSLNJ6 is what is arriving next week for me or you can use 2 single cable yagi antennas mounted on a pole in a v position https://www.amazon.com/Electronics-Wideband-Directional-700-2700-314411/dp/B00J14YEHQ/ if your over 10 miles away from a tower id say get the yagi as it pulls in signal from 10 miles + away some low loss coax cable to connect your chosen antenna-booster https://www.amazon.com/Low-Loss-Coax-Extension-Cable-Ohm/dp/B00QZEQ5EA/ and a couple adapter to attach it to your hotspot https://www.amazon.com/External-Antenna-Adapter-Pigtail-Hotspots/dp/B00WA6JJVS/
(Edited)
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Cooked broccoli is disgusting.  
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GabeU, Champion

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I like broccoli and cheese.  The cheesier the better.  
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Gwen

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@labs *Scratch's behind your ears then under your chin* Glad your doing ok and got a good report back : )
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Broccoli. Vile weed!

Not even dipped in chocolate!
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GabeU, Champion

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please explain to me, am I missing something?
Yes, you're missing something.

It's called enjoying being able to help people that are having issues with their service or their devices.   It's also helping people who simply have questions, whether with ViaSat, their device, or whatever else.  It's called giving of yourself to help others.  Perhaps it's not a concept you're familiar with.    

You can mock and insult us all you want.  It makes zero difference to us or what we do, and we will continue giving of ourselves to help others regardless of what you, or people like you, say.  
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Brad, Viasat Employee

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Guys please refrain from fights, name calling, etc as it is a violation of our page (our forum our rules...see here: https://community.viasat.com/viasat/topics/forum-decorum-guidelines-for-the-viasat-internet-communit...)

Dan I assure you the only ones being paid by Viasat are the ones listed as employees. The users that are being implied to be paid by the company have historically posted things that I would be fired for... even the ones that are happy with the service,. This forum has been around for several years and over that time the forum has amassed several users and some routinely visit for conversation. To each their own!. A lot of comments can stack up over time. Those that frequent and has given helpful technical advice for some of our most common questions we gave a champion flair to recognize that they've historically given helpful answers. We removed a few as well after violating our forum guidelines. 

 
. Again please refrain from lashing out to fellow users (applies to all). If you have a grievance with us meaning Viasat please email us at viasatlistens@viasat.com that will go to myself or one of my teammates. We're part of the corporate team and will work with you one on one and hear you out. 
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Gwen

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@dan , I'm just here cause its raining outside like everyday and eating a honeybunn , Seen your post thought i'd hop in and let you know what i thought would help you aka the mobile hotspot , I'm on viasat only until all my equip for my hotspot arrives next week 
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I apologize, Brad.  I just get a little upset when people question our motives.  I don't mind people asking genuine questions, but I do mind them asked in the sarcastic manner here.  Again, I apologize for going a little off the rails.  
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I used to like honey buns a lot when I was in college. These days I prefer oranges and apples.
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Gwen

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Same here , love em when i got em i'm just out and piggly wiggly is closed atm lol
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GabeU, Champion

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I used to always have coffee cakes in my house.  Always.  

Not Drake's, though.  LOL.  
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fmj77

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I'm the opposite. Used to eat healthy in college and now I prefer craft beer and burgers.
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Gwen

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Sure miss Save-a-Lot , They had some good deals but they been out of business here for years so i usually try publixs or aldis when i go all the way into town
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We have a slew of Save-a-Lots around here.  Probably 20 within a 40 mile radius, with our closest one being about eight miles away.  I haven't been there in years, and only ever went once.  We do have an Aldi in the town in which we shop and we stop there sometimes.    
(Edited)
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fmj77

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I love Publix but it's a long drive into Boone, NC for me. Worth it though just for the Cuban food in the deli.
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Gwen

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I'm 28 miles from town so i don't go in that much hence the reason i'm on viasat  since cable stops 5 miles away from me lol i usually shop at the local dollar store its cheap and only 6 miles away , We seem to have 2 types of weather here (Alabama) either raining or cloudy and about to rain
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Stephen Rice, Champion

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I miss Schwegemann’s supermarket.
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fmj77

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Similar situation for me. I'm about 25 miles from the nearest town and limit my trips accordingly. Wouldn't trade it for anything though. I escaped the madness of Charlotte for the peace and quiet of the mountains knowing full well that I was giving up the services available in the city.
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GabeU, Champion

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I'm in the same situation as you two.  I do have a small village about 3 miles from here with a few small stores and such, but for anything more than that I need to go about 25 miles from here.  
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Gwen

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Nice , i'm about 8 or so miles out of florence and its constant raining here  26 acres here it's nice but without good internet there's not much to do except hunt or fish and everytime i go fishing i end up with the hook in me instead of the fish lol 
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Stephen Rice, Champion

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I live two miles from Doller General.
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fmj77

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Nothing within 20 miles of me except woods and creeks. My house is surrounded by national forest.
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Gwen

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What do you guys do there for fun when the nets down? I usually open up a book or read some i downloaded ( Kindle for pc )
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GabeU, Champion

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I have a Family Dollar in the little village near me.  It's a dump.  It's like they hardly ever clean it.  LOL.  
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Gwen

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Lol id offer to clean it for them for enough munie
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fmj77

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I have obsessive compulsive disorder when it comes to firewood. If the internet is down I usually go outside and cut or split wood.
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Family Dollar stores are all usually trash. I avoid them, but occasionally go to Dollar General.

Gwen you are fitting in pretty well on this forum. Hope you are not another unpaid Viasat shill!
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Gwen

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We just cut down a huge ( Cherry? ) tree and my uncle come up chopped it up with a chainsaw then into smaller pieces with a axe for his wood stove , Reminds me of some of my favorite  horror movies where they use axes ,  All i need is a hockey mask and i'll be all set for trick or treating this year right after my birthday 28th
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Gwen

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@vet lol thanks , You know they pay me in peanuts , I been watching you guys talking here for years ( 2-3?) finally decided i'd make a account and join in 
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GabeU, Champion

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I heard the other day that, supposedly, Dollar General, or some other dollar store, is going to be opening up right near the Family Dollar.  I think it's a bit nuts, as I never see Family Dollar being that busy, but it is a somewhat economically depressed area, and a lot of the local people don't have vehicles to be able to travel to Walmart or anything like that, so it may very well work.  I guess we'll see.  
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Old Labs (VS1-329-L12FZ)

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So please tell me, why would any one have 4000+ posts to their name if they are not hired by the company?
Still claiming not to be playing the shill card, Dan?

I can only speak for myself and at this writing appear to be the only one qualified to answer , but I'm trying to unload 7 slices of Broccoli pizza from June 2015. Well, that and for the Amazon Gift Cards. But don't give up prematurely. In your first day, you accumulated 19 so far - you should catch me by this time next year and take the crown. If not from me, then certainly VeteranSatUser. He'll be qualified to answer shortly.

Actually, I've got a 3 monitor setup and multi task - one of them is this community. The others are long running tasks that I must regularly monitor. This is a time killer pure and simple. Plus the eldest rescue dog, 13-1/2,  prefers to just sleep at my feet under the desk - a hospice situation at this point and I'd like not to disturb her by moving - she takes comfort in having physical contact with me knowing someone is close by.     

You should see what's on the other two right now, particularly the middle one - I didn't even know that was physically possible. Now, now you naughty boy... I know what you're thinking but it's this in stunning 360p:

https://www.youtube.com/watch?v=z51e45W0Tdk


We just disagree on whether this constitutes a breach of agreement. Since I agreed to the Modification of Agreement clause, I can't make that claim and don't get to ignore the clauses I don't like at this time. I'd probably have to prove I was defrauded to nullify the enter contract and can't say that either - and that is the debate you initiated.
 
Try to develop a sense of humor Dan and recognize the absurdity of the situation  - trust me, the self-induced stress isn't worth it from personal experience. Give and get ear scratches...

Thanks for the scratch Gwen. Scratch reflex engaged.

Thump, thump, thump, thump, thump, thump, thump, thump...

Gabe, I'd open a 99 cent store right next to them and give them a run for their money.

I could have made this three separate replies, but am trying to keep my numbers down.
(Edited)
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VeteranSatUser, Champion

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We do have The Dollar Store where unlike Family Dollar and Dollar General, everything is a dollar.

I will buy that for a dollar!
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Brad, Viasat Employee

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No worries Gabe! Just gotta be the sheriff from time to time. As much as I'd like to bounce off the Robocop quote or weigh in on Dollar stores, I do need to address Dan's concerns one more time. While you have the option to stay on the plan or change plans we are also offering a opt out without penalty as a result of the policy change for those affected that got the letter/email
(Edited)
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VeteranSatUser, Champion

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You probably cant say, but are those impacted based on location (i.e. beam) or plan (i.e. boost 25, 150GB priority)?

I am sure the answer is simply "yes" :).

But you did catch the Robocop reference!
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fmj77

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I'm on the Freedom/12Mbps plan without speed boost and have not received the letter from Viasat. Yet.
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Dan

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Lucky you.
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fmj77

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For now. I expect to be disappointed though.
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VeteranSatUser, Champion

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Maybe only speed boost customers are impacted? Or at least impacted the most.

We just get the crumbs to begin with FMJ!
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fmj77

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I haven't noticed any changes in my speeds since these new policies went into effect. Just the normal evening slowdown.
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VeteranSatUser, Champion

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We both have Freedom without the 25Mbps. But our beams are different, so who knows.

The way I manage my streaming, low speeds dont bother me. However, when the speed falls below 0.5Mbps, that is when things get to the point I cant do anything on the internet, and THAT is no good.
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fmj77

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I download most of my content during off peak hours and limit primetime use to just basic browsing. Helps ease the pain.
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VeteranSatUser, Champion

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Me too. But we are grizzled old satellite internet veterans. We know how to manage and deal with the pain.
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GabeU, Champion

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Pain...that was my old HughesNet plan with a 425MB per day limit.  Granted, we had the download zone, but when you had to do something like upgrade from Windows 8 to 8.1 it was really fun, as what you needed to download couldn't be done during the five hour free period, so I would end up using one of the free data tokens you got each month (until you amassed six).  I had to do that a few times.  

And I had to update my folks' laptop for them as they had dialup.  They would give it to me once ever two or three months.  If I did it at night, during the download zone (2-7AM) it was okay, but if I did it during the day that would burn through my data, plus one or two data tokens.  It was a pain.  

And to think that I was afraid to upgrade to Gen4 because I could theoretically download more data in a month's time with the daily plan vs the monthly plan.  About 105GB vs 70GB.  But, I realized that was stupid, as who in the heck maxed out their daily amount every day, plus used the download zone for the full five hours every single night, and the one free token each month to reset the daily data.  It was ridiculous, but it kept me from upgrading for a few years.   
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DWAinFL

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I've been a satisfied customer since June 2013.  I got on the 150 / 25 boost plan when it became available and yes it is 4x the money of the guys who run lines to your house but I'm in the boondocks so I sucked it up and shelled out the money.  I got the letter too and my speeds from 4 pm to after midnight now SUCK (sometimes under 1 mbs).  I called and spent 20 minutes talking to someone from ViaSat and said I'd pay MORE MONEY - yes MORE MONEY to get my service back to where it was before!  His reply is to add a 2nd dish to my house and have 2 plans (with a new 2 year contract).  I don't want 2 plans - I want 1 plan that actually works.  Just tell me how much you want me to pay to get my service back to what I was getting!  $200 a month?  More?  I cannot live like this because I have a smart home - Ring, Arlo, Alexa, Hue, WeMo, etc.  We like watching Netflix and Hulu.  It is not my fault that your new award winning sat ViaSat-2 cannot perform like you wanted it to.  Why oversell ViaSat-1 and promise all of the airlines life streaming TV before you could give them the service?  My neighbor has HughesNet and I always laughed because I had 3 to 4 x the speed but now I'm thinking about switching.  You lose your customer base and you will be out of business before you know it. 

Also - you need to learn what the word "median" means.  You said in your snail mail letter that 1/2 the times speeds greater than 25 mbs and 1/2 the time speeds less than 25 mbs.  But if all the times greater than 25 mbs is when I'm in bed what good does that do me?  Also, I get a high of 40 mbs and a low of less than 1 mbs.  Median speed is when you take a snapshot every hour over those 24 hour and find the speed in the middle and that is the speed you should get!

BTW - My upload speeds are faster than my download speeds in the evenings!  I get 5 mbs upload on a regular basis.  Too bad I don't need to upload anything during those times!

Yes - After 67 months of being a loyal customer I'm ready to hit the road.  I've only called your customer service maybe 5 times during that period.  I've always paid my bill on time.  I figure I've paid almost $9000 over this period to ViaSat.  Until now I've been satisfied!
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VeteranSatUser, Champion

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It is the speed in the middle, but that is a middle number. Take your snapshot. Get 1, 2, 4, 4, 5, 25, 50. The median is 4.

I agree if you had speeds of 1, 25, 50 the median would be 25, but we both know that is a joke. There is no way they are delivering a median speed of 25.

I have the up to 12Mbps. I guarantee you half the time my speed isn't 24Mbps ;).
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panahead

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I feel your pain... and I feel exactly the same way.. I wish I knew what we can do about this because it is ridiculous.. I am completely blown away at how they have treated their customers.. customers that have been loyal.. paid their bills on time.. and have all signed 2 year contracts for services that Viasat has reneged on.. it’s not acceptable.. at all... in anyone’s world.. on a last note... do you happen to have Verizon cell reception at your house? Because they have just offered a unlimited data plan using on of their mobile hotspots.. it might be a option for you? I am trying to make it work at my place... but I am a long ways away from their cell tower... please keep me posted ... best.. josh
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VeteranSatUser, Champion

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Panahead. Have you been able to find out if the tower is connected to fiber? Run a test close to the tower, then at your home. Do you know the problem is distance or a tower? I would be curious.