New unlimited plan and EXTREMELY slow speeds

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I just upgraded to the new unlimited plan. I'm paying for speeds that are supposed to be up to 25 mbps. Since I hooked up the new modem last night, the highest I've had was 18 at 5:00 in the morning. At night I'm only getting 2.8 mbps. Has anyone else switched and experienced this problem? I have spent two nights on the phone with them, and tonight when tier 2 tech support closed at 8:00 p.m. they simply hung up on me and sent me back to the first level support. He simply said sorry they are closed you'll have to call back in the morning. If this is what I can expect with the unlimited plan, I want to switch back to my old plan. I still got 150 mbps but at least the speed was somewhat decent.
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hollye

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  • extremely frustrated

Posted 2 years ago

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Bev, Champion

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Slow speeds only during peak hours (usually about 2 PM until 5 AM may be congestion, with the new Unlimited plans, I'm sure a lot of people have gone a bit wild with the streaming and, that's when most people are home to use the internet.

If speeds are slow ALL of the time, run a few tests connected with an Ethernet cable or, a stand alone router. If it's still slow, email that information and, your contact information to exedelistens@viasat.com for assistance.
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Dave Cashman

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Congestion from 2 PM until 5 AM.  Am i reading that correctly?  That means about 62% of the time you consider the network to be congested and we won't get the advertised speeds?  Seems that should be mentioned when the company advertises its speeds.  
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Stephen Rice, Champion

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For my area, congestion/primetime is from 5 pm to midnight, however it can vary based on your location.
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VeteranSatUser, Champion

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There have been some reports of the latest modems acting up with the wireless functionality.  Are you doing your test direct connect or via the wireless connection? 
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hollye

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Direct connect
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hollye

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I tested it this morning at 6:00.  I got 19 mbps.  That is the fastest I've had.  The silver plan is supposed to be 25.  
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mferner

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19 is my top speed too on Silver plan, On Freedom plan my top speed was 43 mbps
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Joshua Serra

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Rarely will you ever see the actual speeds that your internet company advertises. That’s true with satellite or a land based ISP. The “up to” number they advertise is generally a if everything is perfect, here’s what you’ll get. You should always expect your actual speeds to be a little slower then what was advertised. Not saying that’s right or wrong.....if you’re seeing 19 MBPS I’d says that’s pretty good and probably in line with what you should generally expect during non congested times.


I do think what Bev said earlier is true. With the new plans, everyone is probably going hog wild at the moment. I’m kind of expecting things to get really slow for awhile. When the new satellite goes up things should get much better.
(Edited)
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Stephen Rice, Champion

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What plan are you on and how much priority data have you used for your current billing cycle?
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Casual Observer

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Liberty 12 - 8.2 gb
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Tim Paas

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Well I know this is old but I am chiming in as a long time customer who is beyond pissed at this point and Viasat themselves have been 0 help between chat and phone. 

Over the last few months my speeds have been slower than ever. which they were never fast to begin with. I am on the silver 25 plan and I know I wont be sitting pretty at 25mb but I also know that I should not be hard wire speed testing at 1.1 mb or less at any time of the day.

I have done all the hard resets in the world on the modem and have even gone as far as checking my Azimuth and my satellite direction. 

Over the last week or more I have been testing at 0.15 mb or less regardless of time. All I get for help from both Tech and Chat is to reset my modem.

What am I paying $110 a month for when its $110 for unusable service? Does anyone have an actual fix for this horrible internet?
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panahead

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@Tim Paas are you on the silver 150 unlimited data plan? If so so am I... and it is pure bullish*t as to what they are doing to us! I don't even know where to start? but read this email... and take it from there... one quick question... do you have any cell service at your home? there might be another option for you?
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VeteranSatUser, Champion

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If you are on the 150GB plan the fix is to change plans or get rid of Viasat and move to another internet provider.
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Diana, Viasat Employee

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Hi hollye,    When the network is not busy, nothing will happen to your service speeds. When the network is busy, Viasat may prioritize your data behind other customers, which will result in slower speeds. Web pages and videos may respond and load more slowly than during periods of non-congestion. If you are experiencing very slow speeds all of the time, please send an email to exedelistens@viasat.com with your account and contact information.
 
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BBwithdrawls

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I may be misreading this , """   When the network is busy, Viasat may prioritize your data behind other customers, which will result in slower speeds. Web pages and videos may respond and load more slowly than during periods of non-congestion""""  is this suggesting the unlimited plans get lower priority than other plans during periods of congestion ?
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Bev, Champion

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Okay, with classic, Freedom and, Liberty plans, once you use your priority data for the month, your speed is slowed PERIOD, no matter what time of day it is, no matter how congested your beam is, your speed is slowed. (Except during the free zone, if you have that.)

With unlimited plans, your speed is ONLY slowed if your beam is congested once you use more than 150 GB in a month.

In non tech terms: Say you have a cooler with 12 sodas and there are 11 people that want them. Everyone gets one and there is one left. Everyone wants that one so you share it. You give 2 ounce to the one person that has not had 150 sodas that month and 1 ounce to everyone else who has had 150 sodas that month. - You deprioritized those that had already had more soda that month.

Now if there had been only six people, everyone would have gotten two sodas - nobody got deprioritized based on monthly consumption because only six wanted the 12 available. The satellite beam is the cooler, the sodas are available bandwidth in that beam.
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VeteranSatUser, Champion

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After you use 150GB of data, but everybody is going to take a hit during periods of heavy usage. I don't think one plan is favored over the other, as long as you are within your designated allotment for your plan. For the "unlimited" plan that is 150GB.
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BBwithdrawls

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i understand how the 150 gb unlimited works but the statement above didnt read once you hit your allotment or limit hence the reason for my question if the unlimited plans were a lower priority than other plans , I may be misreading it or digging too deep for details that ardent there , Thanks
(Edited)
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Old Labs (VS1-329-L12FZ)

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Depends where you were quoting that from - there seems to be a lack of clarity in some of the marketing - but the updated customer agreement and unlimited data policy at the legal page make it a bit clearer with all/most of the details and disclaimers - I'd base everything off of what's stated on the legal page documents rather than marketing or promotional material sound bites.  
(Edited)
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BBwithdrawls

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Agreed, it came from the exede employees comment above and the more I repeat it the more it sounds like a legitimate question but should probably be a post of its own so it doesn't muddy the waters of the original post 
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Old Labs (VS1-329-L12FZ)

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Aah, I see where it came from now... yes it's a legit but a very subtle question that's difficult to formulate. I've asked something similar myself in terms of speed vs. priority vs priority data amount. I'll stay out of the new post (albeit a slightly different question or actually three it looks like) and grab my popcorn and enjoy that exchange - I understand the question(s) and will limit my response to here so as not to muddy the waters there and keep it pithy - no, no and no, the only diference is the amount of priority data with respect to when prioritization kicks in IMHO - but as always I could be wrong... and I'll take prioritization for $1000 Alex...

Drop Diana's inadvertent mention of "Viasat may prioritize your data behind other customers" and her response becomes clearer - and amounts to speeds are "up to" based on current network conditions and congestion  since the original poster gave no indication of having exhausted priority data - I keep asking my subtle question and to date have only received answers to a totally different question - I gave up ;)

P.S. I'm thinking it's coing to take a truth table at this point to get a precise answer with so many variables/conditions:

   
(Edited)
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Stephen Rice, Champion

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Honestly, it is only realistic to expect things to slow down now that the priority data caps have been removed.  More cars on the highway means slower traffic.  If you are already on a congested beam, that isn't magically going to go away just because you change plans.

Lucky for me, I'm on a good beam and I get good speeds and practically unlimited data on a Liberty 12 plan.

Your only real hope is to wait until Viasat 2 is live.  I'm predicting there will be a mass exodus of people on congested beams to Viasat 2.  The people who stay on Viasat 1 will suddenly have speeds like us people on non congested beams.  
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kurtschoenrock

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I have the same problem as the original poster. Would be nice if the information provided at the time a decision is being made and these plans are being promoted were clearer on what to expect.  2 mbs, even at a busier time at night, is  unacceptable for what we are paying.  
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Chuck

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Its kinda like getting a great deal on a flight, only to be pulled off by security
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Mike Willie

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Has anyone got exceed voice? I had it installed (bad, bad idea) ten days ago. When I try to call my wife, it rings someone's phone that isn't even close to her number!
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Bradley

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I had Exede voice, and it worked well. I only dropped it once I switched to an unlimited plan. Now I use WiFi calling. Something is not setup right with yours. With the exception of a small delay, my calls were accurate and crystal clear.
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Shadow Cloud

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I'm not even getting a mbs, this is crazy cause we being my mother and I got the unlimited plan that's suppose to be at least around 15mb and the highest I've seen on a rare occasion is like 3mbs to maybe 5mbs but on a normal like seriously on a regular I've been constantly checking my speeds and they are going from 150kbs to 500kbs which isn't doing anything like really you honestly can't do anything at all with speeds like this and that's for both through an Ethernet cable and wireless. Is this just their router? If so how do I get the internet to work with another router because my brother has a netgear router from when he moved out and that doesn't work with the internet at all and it's a pretty updated router so...? We also just paid the bill for this month yesterday.
(Edited)
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Joshua Hayes

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I totally feel your pain about the lack of consistency of the UL & DL speeds.. I'm on the Unlimited silver 25 plan yet i never go over and haven't even came close to going over the 150 cap... My issue is that when you pay over $100 for just Internet service alone and you only get 0.61 Up and Down that is just outrageous no matter how it's worded or written that my friends is just a good "RAMMING'' Now i will admit that i did receive 8-9 mbs before and that was only after install & upgrade maybe 1-2 weeks.. Any other time i've had to call and ask why am i getting dial up speeds in the year 2018 ???? So why is it that i'm being penalized for someone else's error or mis-usage be it fellow customer or company employee that just over looked such a minor detail and inconvenience to me having to call every week and say something is wrong... The screen in front of them shows what has been sent and what has been received / used.. and i digress, Personally i'm grateful to have internet period but in this day and age i do feel as if we should be paying a much less bill for a superior service since technology has came such a long way. Anyone else out there having the same issue? Are you getting cut to the bone yet never even going close to the Cap ?? Or am i just that dang special that it's only me and everyone else is getting super fast speeds and service ?? Would really love to get other opinions and stories "factual" for comparison ..
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GabeU, Champion

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I've read of a few who've changed and their speeds improved considerably.  Granted, there's less data before prioritization, but the speed improved.  
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Frank Hester

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If cable ever reaches my area, I will kiss satellite internet  good-bye.  Unlimited data, no limit of usage that has to be renewed after 30 days, and speeds of 25 to 50mb consistently.
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GabeU, Champion

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Um... no kidding.  You and every other satellite internet user.  
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Mr.Anderson

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I imagine this is what is was like waiting for the railroad to come to town, well sort of...
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ExSatUser

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I think it is safe to say Frank is Captain Obvious
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Stephen Rice, Champion

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I've got no clue what speeds were last night buy here are my speeds this morning.

One was with Viasat and the other speed test was Cricket Wireless (AT&T unlimited throttled down to 3 mbps).

I'm a happy camper
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VeteranSatUser, Champion

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Yes. We know you are. You remind us about every day :).

Of course your results are atypical of what many of us are seeing lately. I can't help it that you live in an area where there isnt a lot of Viasat subs. I think you need to move!
(Edited)
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Stephen Rice, Champion

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Ha.
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Everest Graham

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everyone on here is vastly more lucky than me.
I was on the exede 12mbps connection with a monthly cap of 10GB. Never had speed issues at any point unless I hit my data caps. Once the "free" hours hit, full speeds.
I recently switched from the 10GB ($50/mo) plan to the 40GB (#70/mo) plan and now I get slower sppeds constantly and during my "free" hours, I am getting under 600KB/s, rarely up to 1.3MB/s, which I never suffered from.
At this very moment, I am getting only 10kB/s
I did not upgrade to more data to prevent slow speeds to end up with even slower speeds than when I hit the hard cap on the 10GB plan.
My speeds are soooo slow right now that not a single speed test site will even load. I require internet to make phone calls and my speeds are sooooo slow right now I can't even make a phone call.
This is completely ridiculous.
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Bradley

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Has anyone on here “downgraded” from an unlimited plan and seen speeds return?
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J&J

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@Everest Graham

It is ridiculous.  Send an email to viasatlistens@viasat.com and describe your situation.  They are there to help you.  Include your account number and contact information.
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Ellen

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@stephen rice: we pay for 25mbs unlimited and half the time, I get between 500kbs and 2 mbs. May I PLEASE complain? And no, I went only ONCE over the 150GB limit after my PC crashed and the new PC had to re-upload everything to Carbonite. The rest of the time we stay under that. We have loads of people here who got an unlimited connection via installers from other counties, after ViaSat reached the limit.Viasat doesn't supervise that, doesn't regulate that and now everything here is overcrowded. So they send me an email trying to get me into a limited slower connection. We have no other options here. We depend on ViaSat. And they know it and abuse it. can I please be angry?
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Mr.Anderson

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post the email
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G E

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Get use to it. Had unlimited for year and a half now, it doesn’t get any better. You’re getting what I get 90% of the time.
I started a topic complaining about this a few days ago. Warning people not to subscribe and that topic has been removed. They don’t want non subscribers to know.
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Old Labs (VS1-329-L12FZ)

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It's still here... go to the next page or you can always find your posts from your profile.

https://community.viasat.com/viasat/topics/speed-concerns-d88uq7b2nuv2k



(Edited)
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G E

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No that’s not it. The one that said, “thinking about switching? Run away now”
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G E

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In my history



This is what I get if I try to go to it. So yes it’s been removed.
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panahead

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Looks like I might have found the culprit? I am on grandfathered in on the silver unlimited plan... I was promised speeds up to 25mbps and 150 gigs of data ... after I hit my data cap then I would be prioritized behinded other customers during “peak” hours... that was the plan I signed up for... but it seems they have changed the rules of my plan after I signed up for it.. now my speeds are prioritized behind other customers at  “Peak”  times even before I have reached my data cap?.. because I purchased my plan before February 13th 2018... I am shocked that they can do this to me? If you made deal then stick with it... it seems unfair to change the rules after the fact? Does anyone know if we have any recourse about this? I have attached a Viasat document... that btw I was never sent

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Mr.Anderson

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good to see this now, even though they keep playing commercials on TV

"
Viasat satellite internet is unavailable in 38006.

Due to strong demand, new installations have been suspended in your area. We apologize for the inconvenience.


It should say, due to overselling...


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Bradley

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Wow! Haven’t read the fine print in a while, but that’s a big middle finger to anyone with the most popular plans. Not researching it tonight, but that’s either anti-customer friendly or a bunch of crap. Not sure plans can be altered after the fact like that without a little ramifications even if mediation is the first step.
(Edited)
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panahead

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here is my speed at 9:30pm.. Sunday night... can you say grumpy...
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Bradley

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Any idea when that particular part of the policy was modified or updated? I’d really like to know. I’ve suffered with slow evening speeds too. Too slow to ever watch streaming video reliably since about January or February of last year. ViaSat sold the plans, messed up apparently in gauging how much people would actually use them, and now appears have made the plans essentially useless whenever they want to utilize network management techniques. I suppose the answer is jump back to a lower data allowance and watch those speeds rise, right ViaSat?

I should have said goodbye to it all by now, but I’m still a few months away from that. While ViaSat has some good qualities and is the best of only bad choices, I’ve lost so much respect for them over the past two years they’d never receive anything positive from me in a review.

Edit: after reading other posts I see Jan. 15, 2019 is the magic date.

I can only imagine all the people that have the service that will never know what hit them.
(Edited)
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Gwen

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December 19th 2018
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Old Labs (VS1-329-L12FZ)

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Jan 15 2019 is simply the date the documents were last updated on the legal page. Not necessarily the effective date and the wording in the policy documents is a tad different than what I saw in that email which has been posted here.
(Edited)
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panahead

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And here is my speed on today (Monday) at 12:45pm... Not exactly a high traffic time of the day?

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Steve Frederick-VS1/Beam314, Champion

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I have always enjoyed great speeds on Viasat, Freedom 150 GB 12 Mbps plan. That is until last week, when my speeds tanked immensely. At the same time, my beam was opened up to new subscribers, after being closed for about 6  months. In the past week, my speeds are between 3 Mbps and 1 Mbps during the daytime, and in the evening, in the 500 kbps to 800 kbps range.

I have used less than 20 Gb of my 150 GB so far, and my modem stats are good, with RxSNR in the 9.3 range, Cable Resistance at 1.5 ohms.

I have the modem only Surfbeam 2 with an ASUS router.

I am sure my low speeds are because the new data handling policy is now deprioritizing me, even though I am way under my priority data limit. Viasat has gone overboard on trying to limit users speeds, even those who are nowhere near their limits. I am not convinced that my beam could have gone to a high level of congestion in just a week, but rather that the algorithm they have put in place is just overdoing the control over user's speeds.

I have been a subscriber for over 11 years, and have had few problems.  Hopefully they can adjust their network restrictions to at least provide a more fair method of data control.
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VeteranSatUser, Champion

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Apparently they are struggling increasing the revenue as subs have been stagnant for awhile now. So sounds about right. Try to get more subs.

The games they have been playing to boost the revenue can only last so long. Viasat-2's failure to reach it's full potential didnt help matters.
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Bradley

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I’ve long since held the notion that speeds were somewhat controlled (maybe just on specific beams) in a manner similar to what we are seeing in writing now. Others have felt the same, but congestion has always been given as the reason. Hard to prove on my side, and impossible to disprove congestion wasn’t the reason.

At least now we know the capability is there.....
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VeteranSatUser, Champion

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I believe the term is traffic shaping. And there is a difference between throttling and managing the traffic. For people who went over the cap in a fixed plan, you knew it But yes, during times of heavy usage it appears everybody is having to take a bite

I also wonder if higher usage in the air is having an impact. We must assume the airlines takes precedent. If more people are using the internet up there, Viasat might be dedicating more resources to make sure that business, which is much more lucrative, stays satisfied.
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Bradley

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When I try to use the internet, explain how that difference feels please lol? Other than that, I agree airlines must be hungry for more data.
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VeteranSatUser, Champion

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When flying, I get HD video with no buffering. And we are talking about 4+ hour flights.

Better than I have experienced at home I must say.
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panahead

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Hmmm... I was thinking.... What if I got a Verizon sim card on their new unlimitied plan... https://www.verizonwireless.com/prepaid/  ($65 a month with auto pay) activate it on a Verizon hotspot then put it in a Netgear LB2120...https://www.amazon.com/NETGEAR-Modem-Gigabit-Ethernet-Ports/dp/B01MQRHQYT Can I hook up a really good directional antenna to the Netgear? Then connect that up via ethernet cable to my router? My place has a couple of "out buildings" ..workshop... guest cabin.. main cabin... etc.. and i need to be able to run ethernet cables... the Netgear has 2 ethernet ports out.. what type of antenna would work with the netgear LB2120? or is there another device that might be better? thoughts?
(Edited)
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Gwen

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Thanks Barg , Appreciate the info i'm still learning all this myself and everything helps seeing as my hotspot is due to arrive next week , How do you like yours? What speeds are you getting? 
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.

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I'm using a Verizon Smarthub (<$50 new, ebay), no antenna connector, but I have a booster and didn't need one, newer device than Verizon's Novatel t1114, thought it might have better security updated firmware.  It also doesn't support all of Verizon's bands....  But cheap, fast enough, ethernet out, didn't look too bad to me.  I got an Ellipsis MHS900L for $40 (Amazon) to activate the plan, knew it wasn't great, but will only use it for a backup (and I figured I might as well have a backup).  Didn't see much reason to get a "better" device for now, at least until I see if they keep the plan as-is long term.  I see 15-20 down 99% of the time (on both devices), including primetime.  I don't see faster speeds like some areas report, but my tower isn't fast "out here".  I could be postpaid and sitting 100 yards from the tower, with an $800 phone, I might see 30 meg, maybe (unless it's changed in the last few months...).

Someone in a more congested area, better towers, etc., I'd suggest getting something better.  I consider what I got, basic.  Don't know about reliability yet, but so far so good.

A few years ago I had Millenicom (on Verizon, they were shady, got shut down).  With that I used a Cradlepoint router with a Verizon LTE usb stick plugged into it (router had a usb port for that).  That worked very well too (and similar speed...), but that router got flaky toward the end.
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Gwen

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Nice thanks , can't wait to get mine , 15-25 mbps is plenty for me i live 4.6 miles from the nearest tower and i'm on a hill , I plan on either mounting my antenna inside the second story window facing the tower or climbing on the roof ( 24 foot ) and mounting it on a pole 4-6 foot , There's plenty hills between me and the tower but they're not to high so this should bring me from 1 bar to 3-4 i'm hoping 
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VeteranSatUser, Champion

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I have done it. It does work. You will get 2 or 3.

Make SURE the antenna is pointed at the cell tower.
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Gwen

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@vet , Can't wait to try it out and then post my results here next week