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 1 year 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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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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Steve Frederick-VS1/Beam314, Champion

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I am on the Freedom 150 - 12 Mbps plan. Up until about three weeks ago, I was getting around 16 Mbps during the daytime, 9 to 12 during prime time. The past several weeks my speeds have dropped to 12 to 13 during the daytime and 1 to 2 during prime time. Something has changed, and hopefully Viasat can do whatever is necessary to take care of this obvious slowdown. I suspect that there is a connection to the problems with the VS2 problems are resolved.
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Stephen Rice, Champion

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I wish I wasn't out of cereal.
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Bradley

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Have airlines been switched over to ViaSat 2 yet? Anyone know? Maybe ViaSat had to give them a little more from ViaSat 1?
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VeteranSatUser, Champion

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Unknown. But as Steve says, about 3 weeks ago things went south and speeds have been terrible for many of us, especially during primetime.
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Jeff Gaber

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Speed totally stinks. I have less than 1 mbps download.
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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.