No more unlimited package!!

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  • Problem
  • Updated 6 days ago
  • Solved
I've been a customer for only a couple months; I switched over to Excede for the unlimited plan; a couple weeks ago I wanted to try out a different plan so I made the switch online, they said I needed a new modem which would come in the mail.  I paid the Unlimited Gold price of $160 which runs from May 1-May 31.  well guess what, I was switched to the lower plan immediately even though I didnt receive the new modem and even though I was paid until May 31, and now im told by the chat rep, a regular phone rep, and even a supervisor that "oh, too bad, the unlimited plan is gone for my area UNLESS I WAS A NEW CUSTOMER".  I paid for it, am pretty much a new customer, but you treat me this way? I was angry last night, and still angry today that you CROOKS can manipulate situations this way.  I'm going to write a letter to the president which will probably be thrown away anyway, but this isnt right!  But as im complaining to the phone rep she tries to tell me that 1.  I have available freedom time from 3am-6am every day (which is useless for us hard working americans who have to get up and work in the morning) and 2. then tries to sell me landline phone service???? Are you kidding me??
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Todd McLeod

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  • ANGRY

Posted 7 days ago

  • 2
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Brad, Viasat Employee

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Hi Todd

Our plans and availability are subject to change. We generally do not announce when plans change due to the frequency and variation with our many many areas.

In some areas Unlimited Plans on ViaSat 2 are temporarily unavailable as an upgrade/migration for current customers but this is an option that will be available soon but at this time it's not being offered just yet. Again this is just a temporary unavailability. 
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Todd McLeod

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Brad, no offense, but im not interested in a cookie cutter response like "Our plans and availability are subject to change".  I've worked in customer service for 25 years, you are not backing your product and you are not doing right by your customers.  I paid for unlimited and should still have the option for that plan instead of being told "oh sorry, there's nothing we can do, you'll receive a credit on your next bill".  I know you are just doing your job, and doing what you are told so I apologize if I sound harsh, but upper management needs to know that these situations are not right. 
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Stephen Rice

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You are in for a surprise, even if you do eventually get an "unlimited" plan again.  Unlimited plans today aren't the same as the unlimited plans last year.

There is nothing wrong with the Liberty plans, but to each his own I guess.

The current data cap on "unlimited" plans starts at 40 GB vs the 150 GB it was on all unlimited plans last year.

Liberty 12, does have a 12 GB cap, but it is truly unlimited from 3 am to 6 am and you get reduced speeds (up to 5 mbps) the rest of the time except for prime time.  Very usable and no video resolution cap either.
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privatejordy

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I once inquired about going on vacation mode, knowing I would be gone for 4 or 5 months, but I was told that the plan that I was on might not be available, so I left everything like it was and paid through the nose.
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Jim16, Champion

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Todd;
"Well, you got me there I guess.....I didnt see that......I apologize.....but it still doesnt change the issue I have and how I feel your company is handling it"
(Edited)
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GabeU, Champion

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As Tom Keifer said, or rather sang, "Don't know what ya got till it's gone."  

And, as some unknown person said, "The grass isn't always greener..."  
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VeteranSatUser, Champion

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One can say Viasat plans are like the weather in some parts of the country.  If you don't like the weather wait 15 minutes and it will change! 


Plans pop up.  Plans disappear.  If something pops that looks good, take it and keep it, it could be gone tomorrow!

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Bev, Champion

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Been the case around here. I was actually setting up a new account for my step son and, the online order errored out because plans changed as I was filling in the order information. I had to start over and choose a different plan.
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GabeU, Champion

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Dynamic plans.  LOL.  
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Andy Schack, Champion

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From what I've read, mixed with tons of experience in this business. It sounds like Todd is on VS1 and had the non-wifi modem, he went online and was going to change to another VS1 plan but one that required the Wifi modem which is why he said they were going to mail him the new modem.....if they were planning on migrating him to VS2 then simply mailing a modem would be a non-starter since it would require a tech to come out and change everything AND re-point the dish. When a customer chose to do a pkg that required the Wifi modem, the new plan wasn't effective until they got the new modem and did the swap but the billing started immediately, kinda like when we do a mover for a customer. Anyway, I could tell that some clearing up was needed. 

Todd. As room naturally clears on VS1, the one you are on now, you will most likely see new plans become available that suit your needs. Hope this helps. 

Andy
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Todd McLeod

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Thanks Andy.
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Bev, Champion

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Yep, I'm holding tight on VS1, it's going to get better here in the coming months. Not that my  24 Mbps right now is bad but, I'll be seeing more of that soon enough.
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VeteranSatUser, Champion

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Perhaps. But we can always dream of what could have been!
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privatejordy

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I'm not changing anything either. I sometimes have speeds in the 30s and even 40s and when I run out of data and I receive the email saying I'll be throttled down, I hardly notice.  I do use the freezone time to update all devices, so it works for me pretty well. I did start out with the WiFi modem and I did change plans once and I lost two hours of freezone time... Lesson Learned
(Edited)