New Unlimited Modems on Backorder

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I'm only in my cabin seasonly.  Heading back to the cabin for the Holiday I noticed I could sign up for the unlimited plan.  I had to take myself off of the vacation plan then sign up for the new plan.  I did this with a Rep on Dec 8. I was told to take the 10gb plan until the modem arrived.  A week has passed and computers have run through updates and drained that 10 gb. No reason to regulate my intake because I'm going to be on unlimited this week.
Modem hasn't arrived I didn't get any type of notification. So chatting with a Rep today they said that the modems are on backorder and could possibly not arrive for another month.
Why wasn't I notified? I requested that since this is their issue and I wasn't notified could you give me 20gb....even 10gb....to keep me online until the modem arrives.  NO not possible.They told me I can buy extra data.

I was so excited about this and ready to tell my neighbors....looks like your million dollar advertising campaign might backfire with upset customers.  Its all about the launch...

NOTIFY YOUR CUSTOMERS IF YOUR ARE PUTTING THEM ON BACKORDER
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Jonathan Adams

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Posted 9 months ago

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VeteranSatUser, Champion

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These are not really the new modems, they are the old modems for Viasat-1.

If it is true these modems are a month on backorder, you would be better off to wait and be one of the first to get the Viasat-2 modem which is the new modem and far, far superior to modem currently being sent out for the unlimited plans today.
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Ike Stewart

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I am in the same boat "upgraded" to unlimited the first week of December, waited for the new wifi modem required for Unlimited to come in, after a week or so checked back with customer service was told it was on back order and may be 3-4 weeks.    Checked back with customer service on December 27th, still on back order, no ETA on shipping, no advice other than to check back with customer service from time to time.  At a minimum one would think they could send out an email with updates on the delay, it has been over 3 weeks since I placed my order and still no idea when I will get the required new wifi modem to switch plans.   This is an issue where better customer service communication could go a long way.
(Edited)
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Eric Howard

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Im a 10 year IT tech and i am good friends with the owner and head tech of exede now viasat's local install contractor. I am sorry but excede has been caught in several lies and most of their customer service is not in office but home workers with bull**** info. The new modems for the unlimmited are triangular not rectangle, we are not even on the new viasat system yet, unlimmited are still on the single beam old sat sytem with the data pack users. This was confirmed by a call from corperate. The viasat uplink switch will not flip till early january after that you will recieve the new modem. Untill then expect crap service and crap speeds all backed up by customer service saying it is your data useage being slowed durring congestion, it is not, it is the running of unlimmited on a satcom that cant handle it. Once we get viacom you will see 100mbps speeds but plans will only go up to 50mbps. If this all works exede viacom will surpass huesnet, but not sure why they are not telling us the truth or why they sell plans their network can not support durring peak times. Now you know the truth. By the way my family also owns BaysET wireless internet service in pacific missouri, so yes i know all the engineering and tech stats.
(Edited)
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Matt B, Viasat Employee

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Eric,

I've updated your post for profanity. 

Normally, I'd just remove it, but I'd rather make this a learning opportunity.



The new modems you mention are exclusively for Viasat 2 service, that's correct.

Viasat 2 is not in service yet, that's correct.  We have never claimed that it is, and have been very clear that is won't be online for a few more months.  Whoever said early January is, well, very wrong.

Customer will receive the new modem only if they are assigned to VS2, either as new customers or migrated customers.

Congestion is caused by our satellite being near capacity.  This is why speeds slow during peak usage times.  The extra bandwidth provided by the new satellite will take pressure off VS1 as customer are migrated, this will improve speeds.

Speeds and plans haven't been announced yet.  Hopefully speeds near those you state will happen, but we don't know yet.
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Ron D Stricklin

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Yes you have actually claimed this. You are viasat. Your phone customer service staff is viasat. They are telling people just this. They are advertising the new plans as the new viasat 2 plans.
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Eric Howard

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So all you did was confirm i am correct, thanks
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Eric Howard

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To mr moderator, i warn you to watch your replies, especially in my direction, for i have been and will be in direct contact with exede corperate engineering and resolution center. My knowledge is way above your paygrade and all i have said is true. Excuse the slang profanity as you say. Since you want to flex muscle on me, i will n ow be monitoring all your replies and your tech info that you so freely dish out. My current dealings with exede viasat have the fcc and department of justice on speed dial. I post the truth to customers, to include me, who have been pushed around and given false excuses for poor service. I have spoken to tier3 and coperate resolution and engineering. Not one of you say why you sell plans that need the viasat cone tech and not the beam tech of your current network, to fully support and supply what you sell and bill and have gotten payed for. I even know of your airline service contract from my contacts at bowing ent. St. Lois mo. So before you dare to make a scene from one parfo, you best contact corperate and learn who you address.
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Matt B, Viasat Employee

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Eric,

As stated below, I am corporate.  Anyone tagged "Employee" is at that level, and most of us are in the same building.  As I type this, I'm waiving at "corporate resolution."  They just waived back.  

If I state something incorrect, I hope to be corrected!  The last thing I want to do is spread misinformation.  

That being said, language and personal attacks will not be tolerated.  Keep it respectful or be banned.  No warnings.
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TQ

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You need to learn how to spell. Who cares if you have theDOJ on speed dial. Nobody cares. We are here to try to help people who don’t have the ability to hook up to land based ISP’s.
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Jim16

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This guy is a wack job.  What are you smoking?  The "moderator" you describe is the Corporate office.  Keep posting, you're going to make things really fun for us around here....

Matt B.  Maybe deleting this hack is the best thing to do.  He thinks you are Viacom anyway, so...
(Edited)
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VeteranSatUser, Champion

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He knows the new modem design and speeds associated with some of the plans.  I am not defending him by any means, but he said more than what is common knowledge, that I know. 
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Stephen Rice, Champion

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I've been somewhat involved in IT for the past 17 years.  10 years of that was doing IT support in a corporate environment with 1,500 users under my belt.  Fortunately I had enough sense to walk away from being the direct IT guy about four years ago.  No I am stickly a printer guy.  I support industrial printers, office printers, and payroll equipment.  Its a much better field and I don't have to compete with kids straight out of high school that are willing to work for $15 an hour.
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Jim16

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I think Craig came to the show too late.  It looks like Matt B put him in his place.  There will be more "chum" in the water Craig.  There always is.
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Stephen Rice, Champion

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Here is a bit of advice for the IT guy that seems to enjoy making threats.  Don't go to McDonalds and insult the guy making your food.  Trust me.
(Edited)
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VeteranSatUser, Champion

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Also....don't eat yellow snow.  Nor gum on the street.  It is not free candy!
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Ike Stewart

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I did not mean to start such a storm of comments, however some of what has been stated does not match what I was told when I signed up for the Silver Unlimited plan the first week of December:

1,  I was told that I must have the Wifi Modem for the unlimited plan, I have the old hard wired only modem now.

2, I was told this would be a plug and play installation that all I would need to do is swap out the wifi modem from the existing one.  No dish re-pointing needed so I assumed this plan would be on ViaSat1 

3, I ordered this plan due to it being cheaper than the Liberty plan I was on, the extra speed is nice, however I was more concerned with hitting the throttling limit for the month in the first 2 weeks of every billing period.

4,  Can anyone tell me when I will get my wifi modem that is required for this plan?  It has been almost a month, with no information on when it may ship.  At this point I may be better off waiting for VaiSat 2 to go live and upgrading to a higher speed plan on it  (I am located in Louisiana, so assume I will be in its footprint)
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Matt B, Viasat Employee

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Ike,

1 and 2 are both correct.  We currently have two modems in circulation, the wired one (SB2) and the wifi capable one (SB2+).  Most of the newer plans require the SB2+ modem.

It's not quite plug and play, you will need to go through some steps to activate it.  They're pretty simple, as some on the forum here can attest.  There's no need to repoint, you will be on VS1.

3 Some of the older plans are expensive compared to current offerings.  You should have no problem with throttling, if you're used to the Liberty plans.

4 The modems are on back order.  We didn't learn about this until two weeks ago.  Hopefully the situation will be resolved soon!
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Ike Stewart

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Thanks Matt,  you may noticed my other post asking an ETA on the back ordered modems, it seems we cross posted within about 3 seconds of each other.
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Jim16

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Everything you were told is correct.  New modem for your plan and you install it.  Modems are on back order.  You did not start a storm, your post was hijacked by a person who knows nothing.
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Ike Stewart

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The big question here, is there and ETA on these new modems, I was told 3-4 weeks over 2 weeks ago, and again told 3-4 weeks 2 days ago.  If 3-4 weeks is going to turn into a couple of months I may be better off waiting on a ViaSat-2 migration deal.
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Matt B, Viasat Employee

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I checked with my boss's boss this morning, unfortunately, we have no updates as of today.  
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Ike Stewart

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I am not sure what concerns me more here, the fact that this product that would appear to be needed for nearly every new install has been on back order since at least the first week of December, or that no one seems to know how  long before it will be back in stock.  This has to hurt quarterly growth goals.
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Ike Stewart

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Its been another week, any update on when these back ordered modems will ship?
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Matt B, Viasat Employee

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Unfortunately, no.
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Ike Stewart

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Its been yet another week, any update yet on when the backordered modems may ship?
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Diana, Viasat Employee

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Ike, the shipment of the modem is based on the order date. Send us an email to viasatlistens@viasat.com with your account and contact information. We'll see what we can find out.
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Ike Stewart

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Will do,  I don't have the account info in front of me at the moment, but the upgrade order was planed on about Dec 7th or 8th
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Ike Stewart

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Just got of of live chat with customer service, wifi modem still has not shipped, still on back order, no idea when it will ship, no information available on other upgrade options, no idea when via-sat 2 will be going live ....
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Jim16

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That may be a smart move.  If you are on a congested beam than waiting to upgrade to VS2 would be the thing to do. 
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Ike Stewart

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Well I went ahead and cancelled my upgrade, I am not particularly happy about the situation as it seems at least one person that signed up for the upgrade a week after I did now has a shipping confirmation on his modem, so much for shipping out in order of who had been waiting the longest.
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VeteranSatUser, Champion

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Well Ike, in less than a month there will be new plans with better modems. So not getting the old one is not necessarily a bad thing.
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Harvey Mueller

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I signed up for the Silver 25 plan and was installed Dec 21 using a WiFi modem ... square with Exede logo on side.  I assume that is the 'new' modem.  If so there are some available trickling out. 
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VeteranSatUser, Champion

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That is the old new modem, but that is the one that runs hot, has poor Wi-Fi signal, and is on backorder a lot.