New to Viasat and not happy

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  • Updated 2 weeks ago
  • (Edited)
Hello, we moved and the only option for internet is DSL or Satellite. DSL in this area is horrible so I went with Satelite and chose Viasat. They installed the black modem about 2 months ago and my buddy told me to call them and get rid of that piece of junk and get the Spock modem which is a white triangle I guess and demand to be on Viasat 2. 

Remember I am new to this so I chatted with them and the person told me my service is green and ended the chat. This was absurd! I called today and got a girl that could barely speak a word of English. She listened to me and agreed to upgrade my modem as the black modem I have, the wifi signal is so weak and it's constantly disconnecting from the network as I explained to her.

From what I could understand is I would need to upgrade my service which would be 100.00 a month. I am still in my promotional period so I am not paying full price yet. Am I going to be charged more per month for this upgrade? I asked her and I couldn't understand her as she was very confusing and hard to understand. She just kept saying do you agree to the upgrade so I finally said yes since I am desperate for working internet.  

They will be here to install the new modem on Tuesday next week. Is there anything I should be aware of? 
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Biggd

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Posted 2 weeks ago

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Stephen Rice, Champion

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I wouldn’t be surprised if you get hit with a $150 install fee.
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ExSatUser

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I would go with the DSL
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aabbcc

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Not to mention, if DSL is an option,cell service is possibly an option *cough*.  Maybe even a WISP.
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Will Seemore

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What is horrible about your DSL? In most instances it is a better option than satellite.
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Bob Spano

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Dump Viasat and go with the DSL.  Viasat should not be allowed to remain in business.
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Bob Lexus

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Something doesn't sound right

As far as I know, every address has only one satellite a new subscriber can be assigned to by 'the system'.
The Service Plan options & up front costs are also determined by the subscriber address.

I have never heard of a new subscriber having the option to switch satellites.

Please keep us posted on how this turns out...
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ExSatUser

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I am with Bob on this one. And if the problem was just wifi strength, put a router in.
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GabeU, Champion

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Because I'm not familiar with the procedures, I have to ask.  Does ViaSat automatically set up an account to utilize service from the VS2 if it's available to use in that particular location, or do they use the VS1, as well, even if the former is available?  

I just didn't know if, with the VS2 being newer, they automatically use that if available.  

It's a little confusing with the variety of plans they utilize today.  
(Edited)
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Bob Lexus

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Far as I know, every address has one menu
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GabeU, Champion

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Ah.  Okay.  The reason I asked is that, with HN, all new installs are put on the ES19, as it's the newer satellite, even though both the ES17 and ES19 are capable of providing the newest service.  I didn't know if VS did the same, and that the only time someone would be put on the VS1 is because they couldn't get service from the VS2, for whatever specific reason.  

So, it sounds like they do installs on both the VS1 and VS2, though which satellite it will be is preset for that particular location.  
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ExSatUser

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I believe that is correct
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Ron Frank

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WOW, where do I begin?   First off, its Viasat ... GOOD LUCK!  Without knowing your location it sounds similar to here, except here DSL ends 4 miles out the road.  In MY case there is no VS2.  No coverage at all, so its VS1 or nothing.  Its sad to say but you should have researched BEFORE buying because their salesman do not freely give information or necessarily correct information. 

They may claim YOU chose the plan (satellite) you wanted without knowing there was a difference, therefore making you 100% responsible for the change.  Just because you prefer the lower cost of the lower speed plan or dont "need" so much data, they dont always tell you that choice places you on the outdated, overcrowded VS1.

Between the language barrier, and the lack of any sort of technical, equipment, or even service  knowledge by their "customer service" staff, there is no guarantee your interpretation for the reason a technician is coming out is the same as whats in the system, or the technicians understanding of WHY he is coming out.  He may show up Tuesday expecting to simply swap out a defective box.

Next week marks my 1 month anniversary of leaving Viasat and so far I couldnt be happier.  I wish you the best of luck.
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ExSatUser

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You notice how ex customers are not saying boy I made a mistake moving on....
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Dances with Woofs

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People don't like to admit mistakes... circumstances change. One should always reevaluate their options.

Less than two years ago, some were saying:

The trip convinced me even further that the decision I made to become a customer with your company over a decade ago was the right one, and I look forward more than ever to being a customer with your company for as long as I will need rural internet.
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Will Seemore

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I think you could easily count the loyal customers on here with one hand.
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ExSatUser

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One finger. Nathan.
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Bob Lexus

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Will Seemore It is my opinion that a very tiny percentage of satisfied subscribers come to sites such as this one to declare how happy they are with their decision.

It, sadly, appears to me that as a general rule people invest more effort into complaining about what they do not like - compared to celebrating the huge bounty of good things we are blessed with....
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Dances with Woofs

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It wasn't directed at you Ron and yes you did make a mistake by not bailing earlier, Ron - HughesNet was probably always an option for you. Instead you were complacent and inertia caused you to not seek alternatives. As noted, circumstances and perspectives change... even for former champions such as ExSatUser who were once avid advocates.

Every month when the bill comes due, I reevaluate mine - only to be disappointed that I have only a single viable option. When a better one comes along I'll up and disappear like a fart in the wind rather than commiserating here.
(Edited)
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Ron Frank

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I agree fully that negativity rules and an unhappy baby screams while a content baby sleeps.

HOWEVER with that in mind note must also be taken to the fact that 1+ years ago this entire thread would be slammed with Viasat defenders,   One could also go back through the archives this past year and see how many of those adamant defenders have posted their disgust and left Viasat.

I am sure there are some satisfied customers.  Im sure some are seeing the benefits of VS2 who arent concerned with data caps or streaming etc.  I am also sure there are many with other options who simply leave without raising a fuss.

Its not the equipment, or the service.  I had the same service and equipment 7 years ago, if I had that same service again I would probably still be with them, but corporate changes, and policy changes in the company itself have left subscribers feeling disgruntled and alienated to say the least.

Customer satisfaction is not solely dependent on the problems with a good or service as much as how those problems get handled.  Viasat DROPPED THE BALL and threw us under the bus!
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ExSatUser

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$150 for standard installation in our area. Grossly overpriced service plans in our area. They cant even compete with Hughesnet in some areas of the country anymore.

Does that sound like a company that wants to be in the residential satellite business?
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Dances with Woofs

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It sounds like a nationwide company that prices and promotes based on supply and demand within a particular geographic region (i.e. beam footprints) - not that there's anything wrong with either approach.
(Edited)
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Ron Frank

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Dances, yes Hughesnet was and is an option.  That is who I left 7 years ago.  Back then, before "Gens" it was horrible.  Data was billed as "monthly" yet calculated daily.  It didnt renew daily it "regenerated" over a 24 hour period.  Trust me multiple users and multiple devices it was more than possible to be over data and restricted 29 out of a 30 day billing cycle.  Over data Monday, have to stay off all day Tuesday so it "regenerates" and you have data Wednesday.

I ran HN and Wildblue/Exede/Viasat side by side for a year and the Viasat SMOKED the HN in both speed and overall performance INCLUDING weather related outages!  VS went down less and came back faster.  YES I ONCE WAS HAPPY WITH VIASAT.

THAT is why the decision was so hard to go back.  Viasat finally got so bad I bit the bullet and got HN GEN5.  Right this moment at noon on Saturday my speed is 41.7 Mbps.  My last check on VS the day I shut it off was 478 Kbps.  Last month on Viasat 22 speed tests only 7 were over 5 Mbps and of them only 2 were above 10, and they were during my LNFZ.
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ExSatUser

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With speeds like that Ron, maybe I should go back to satellite internet!
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Bob Lexus

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ExSatUser

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Posting speeds for V2 means nothing to a majority of the country. High density V2 spot beams are few and far between.

Just like the deceptive advertising of Viasat. People see that and then all expect it.
(Edited)
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Ron Frank

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ExSat  yea, the jury is still out.  I see regular 30 - 50 Mbps on an "up to" 25 Mbps plan, but I am a pessimist so of course I am waiting for the "crash and burn"  LOL

Right now my biggest complaint is constant "hiccups" I cant explain.  I have fast speeds but everything freezes like I lose signal for an instant, then its all right back again.  Many times when this happens even my phone calls get dropped.

Now that it seems the updates are done and my first billing cycle is closing I plan to call and complain if it persists.  They are getting less frequent and less severe but still continuing.
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ExSatUser

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Keep us posted. I am getting along okay, but a backup internet source would be handy.
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Stephen Rice, Champion

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I’m on Liberty 12. I used up my priority data weeks ago.
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Dances with Woofs

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What is "What plan are you on and how much data have you used?"

I'll take Ramen Noodle Baths for for 1000, Alex.
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ExSatUser

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If you are a 150GB plan, the answer is it doesn't matter how much data you have used, Viasat will throttle you if they want to!

In other news, this forum is like crack and people can never get enough, especially on weekends.
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Will Seemore

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I think Liberty 12 isn't often available for new customers, it isn't available in any of the zip codes in my area. I think it is getting phased out.
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Dances with Woofs

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No actually the answer is: if you're on an Unlimited Plan purchased prior to February 13, 2018 or a Freedom Plan you may be deprioritized at any time regardless of  the amount of data you have used. While all of those plans happen to be 150 GB plans, the Unlimited Platinum Plan is also 150 GB and not subjected to deprioritization until after the 150 GB is exhausted. Similarly, all Unlimited Plans purchased after February 13, 2018 are not subject to deprioritization until reaching their respective data usage thresholds.

Not defending it, just the facts.

Yeah, even non-Viasat customers are addicted to coming here - it's called Viasat Derangement Syndrome ;)

In other news... bottomless fries aren't really bottomless at Red Robin and unlimited pizza at Cicci's isn't really unlimited.
(Edited)
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ExSatUser

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Viasat offers limited unlimited plans.

Funny, I have been able to eat all the fries and pizza at those restaurants I want. I couldn't use all the data I wanted at Viasat without being deprioritzed. So give me the fries and pizza, I will leave others to believe the allure of "unlimites" data.

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