Once great, this internet is sucking now

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So I have the highest unlimited internet 25/150 they offer grandfathered in with what I have before the change from Excede to Viasat. It used to be amazing. I have lived here 5 years and for all of them except the last 8 months or so, it actually exceeded expectations for me. It is my only internet option where I live period and I was thrilled and happy to pay well for what we got.

Now? Download speeds are absolutly horrific. .5 at best much of the time. Reboots do nothing. Primetime is the worst but it still sucks the rest of the time too.

What gives? Does anyone have any info on what is the problem? Is this intentional? I'm nowhere near my 150 gig throttle limit and yet still, we cant watch crap half the time.

I'm sure contacting them will do exactly nothing. I see this is a theme too reading around on here and I'm not the only one. I absolutly HATE that I have no other option. I'd dump this Viasat pos in a second if I did. I feel fleeced and cheated with no recourse. I knew nothing good would come out of this change to Viasat. Excede alone before was great and Im sad this is where we are headed for what we pay. Viasat! Do better! Stop robbing people for shitty service! Excede did it, you can too.
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Danielle Adkins

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  • ticked off.

Posted 2 months ago

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Will Seemore

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Viasat is Excede
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ExSatUser

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It is intentional too. And they don't want you on a 150GB plan.

BTW, I would say Hughesnet is also available to you.
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Bob Schotman

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File an informal complaint with the FCC....if enough of us do that, it will start to bother the legislators who are right now not on our side.
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Michael McDowell

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Also with the FTC.
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Will Seemore

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Do you really think legislators care? Politicians care about remaining in power, they worry about what gets them votes. There aren't a high concentration of people in rural USA and they lean heavily Republican. So a Republican figures they have your vote anyway and a Democrat figures there is nothing they can do to earn it. Also look at all the products on TV that make outrageous claims. Look at how long smiling Bob and Extenze survived before the government shut them down, Since the only other residential satellite company is Hughesnet do you really think the government wants to harm either one and give the other a monopoly?                                                                                                                                                                                      
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SonyaA

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some time back I mentioned and told everyone the site to go to to file the Fcc complaint but it was deleted 
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Ron Frank

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Its no use to file anything.  Any government money they took was justifiably used "to provide internet to rural subscribers" through R&D, manufacture and launch of the satellites.  There are no requirements for service or quality of service, but they have piles and piles of documents proving thats what the money was spent on.

Then you must remember we are dealing with a "corporation" that has restructured and changed their name every couple years and the legal benefits in their favor to doing that.

Besides those issues they also keep amending the contract "at will" changing wording and sketchy definitions for example, "restriction" became "throttling" and now "prioritizing" and each has a slightly different legal definition, OBVIOUSLY IN THEIR FAVOR!  It would be a total nightmare to sort it out, and would probably cost more in legal fees than would ever be worth it.
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ExSatUser

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They have restructured and changed their name. The company has been Viasat for over a decade. Exede was just the brand name of a product they sold.

But yes, they do amend and change contract terms on a regular basis.
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Ron Frank

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Yes, I am sorry I didnt mention that.  The "parent company" has always been Viasat, who ultimately "owns" everything of value, while Wildblue and Exede were corporate names they did business as regarding service, sales, and customer relations, otherwise anything with inherent liability to the consumer.
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Ron Frank

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Yup!  I started with Wildblue, then to Exede and now Viasat also.  I sorely miss my internet from 4 - 5 years ago!

Promise after promise of better plans, and higher speeds while the quality of service has gone down the toilet.  It could be better ... IT WAS BETTER!!

Their answer to it all is to pay more money, for more data at the same ridiculously slow speed on the same disgustingly congested beam, and the tricks they appear to be pulling to force subscribers off older plans they want to eliminate is immoral, unethical, AND ILLEGAL!
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Danielle Adkins

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Whatever they changed changed everything for me. I preferred it as it was. It worked better, was faster and they offered a better product. This just sucks now and I wish they would listen to their loyal  customers.  As for Hughesnet, LOL been there did that dropped that. Unless they have changed for the better. I just dont believe it. 
 
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ExSatUser

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Viasat has done a lot of things to alienate and anger customers. Doesnt appear they are listening. If anything, the complaints on this board are increasing.
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Danielle Adkins

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I actually feel like once I hit around 65 gigs, they throttle me even tho they arent supposed to. Its almost completely trackable. As soon as I pay my new month, speeds improve for awhile. Like clockwork. This doesn't seem right at all. 
(Edited)
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ExSatUser

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They probably tweaked the algorithm so  even with 150GB priority, once you use the amount of data they feel is appropriate, you will be deprioritized. 


Keep in mind with the 150GB plan they can slow you down anytime now.  I was getting slowed after using 2.6GB for a month.  That is the last straw.  I canceled the service and am getting along just fine without it.   
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Danielle Adkins

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Where does it say that with the 150 gig plan?
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ExSatUser

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They made a policy change earlier this year with 150GB priority plans. Chances are you were impacted. You will be subject to deprioritization regardless of data used in a cycle.
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Danielle Adkins

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You dont have a link to that do you?
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Danielle Adkins

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That is insane. They are just forcing us to give up data
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Danielle Adkins

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Im about to just cancel this service and go back to hughs net. It sucks but I know it sucks. I got this service because it WAS good. Im not paying 160 bucks for crap service. 
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ExSatUser

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They sent emails out.  Of course, I never got an email, but still felt the impact. 


Others on here were impacted and shared the email on here. 


A number of posters who were impacted, including myself, are no longer Viasat customers.  I continue to come on here because I feel Viasat treated myself and many other customers wrongfully.  A company reaps what they sow. 
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Danielle Adkins

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I just went hunting around. I see what they are doing. they ARE throttling me at 65 gigs despite my grandfathered in plan. They are treating it like their other shitty new plan gold 12. Except I dont HAVE gold 12! This is so wrong. The new unlimited plans are absolute garbage. 200 bucks a month for 65 gigs? Because I dont care who you are where you are or what you are going to try to do, its GOING to suck after you hit 65 gigs. Unlimited my ass. .5 is completely unusable. 

Found the fine print on the new plans. I KNEW somethign was up at 65 gigs. Every month Id think we hit our data cap. No, just 65 gigs. Well here is why. 

"On the Unlimited Bronze 12, Silver 12, and Gold 12 service plans, after 35, 45, or 65 GB of data usage, respectively, we may prioritize your data behind other customers during network congestion."
(Edited)
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Ron Frank

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Danielle I left Hughesnet 6+ years ago for Wildblue, and I couldnt leave fast enough!  I ran both side by side a little over a year until my contract ended with them.

I HATED HN and swore I would NEVER go back!  Now people tell me its completely different with Gen5 and they are happy.  Viasat has literally pushed me THAT FAR!  I made the jump, HN gets installed NEXT WEEK!  IVE HAD  IT!
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Danielle Adkins

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I had hughsnet about 9 years ago. Hated it too. Im seriously considering switching. Pretty peeved about this.
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Danielle Adkins

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wowwwww

"Further, during network congestion, customers on the Bronze 12, Silver 25, and Gold 30 service plans, who purchased their service plans prior to February 13, 2018, may be prioritized behind other customers who have not exceeded their data allowance or usage threshold regardless of the amount of data actually used, resulting in slower speeds."

Its like they dont care. Im paying for service. How is this what I am paying for?
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ExSatUser

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Change your plan (most likely paying more for less)

Cancel your plan (back to Hughesnet)

Keep what you got (be slowed at anytime)

The choice is yours!
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Brian Smith

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When one of your options is matter-of-factly offered to cancel your plan it's completely obvious that they don't care.  It's not just LIKE they don't care; they actually don't.
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Hardlock

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Seems as of 7/1 my usage doubled with me not doing anything much different from usual.  I'm only on a 10GPM plan so with email and internet shopping etc, I can stay right around .3 a day average to break even.  Suddenly this month I was a 50% use in 1st week, now at probably 90% with still about 2 wks to go. :( 

Complained to cust.serv. on the 5th and after 30 min. of run-around, they said they'd "dispute the usage" but would take from 3 to 5 business days. Haven't heard or seen anything on the counter or email and times way up.  Hope Viasat is reading this....
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Steve Frederick-VS1/Beam314, Champion

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You should get a good third party router with traffic monitoring, that way you will know exactly what is using your data. There is most likely something using your data in the background.
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Nathan Hart

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If you leave the 150 plan your speed will return instantly.
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ExSatUser

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You don't know that.  Depending on your location, the beam could be congested and you still get poor speeds.

I have read about people that left Viasat and their speeds got better too.  Mine included. 


Some people no longer want to be a customer of a company that takes advantage of its customers.  Can't blame them if they leave.
(Edited)
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aabbcc

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"If you leave the 150 plan your speed will return instantly."
At very possibly a higher price (or maybe the same).  Likely to have less data threshold.  If speed is improved, likely to hit threshold faster.  Etc.

Sounds like a good idea!!
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ExSatUser

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Yep. Just pay more and/or lose priority data to a company that took away what you had.

The arrogance of some companies is astonishing.
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Ron Frank

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Yup my last reading on my Exede 12/10 plan was 435 Kbps  My current reading on my new plan at 9 PM during peak usage is 44.8 Mbps!  AND IT AINT WITH VIASAT!!
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SonyaA

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If you are on the 150 plan and getting slowed down because of congestion bad enough that you cant use much online. You MIGHT get better speeds but I am hearing people really mad cause they are led to believe it would bring back speeds and it did not in fact it got worse since NOW biggest amount of customers have fled to the new satellite. So to say for certain someones speeds would be fast to change plans is just wrong no one can say if you will, if your area is congested you will have slow speeds. 
(Edited)
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ExSatUser

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Ron wasnt on the Freedom plan, just a congested beam like I use to be on.
(Edited)
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Ron Frank

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I WAS on an outdated plan they want to eliminate, but the fact remains, why pay 3X more for more data I still cant use!
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Ron Frank

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Oh, and good luck with the mysterious data loss issue.  Suffered that a few times myself.  Despite that TWICE we discovered it was Viasats fault, once my modem failed to reset after an update and didnt acknowledge my LNFZ charging me for all my "free" data, and another time they did a massive update AND CHARGED MY DATA FOR IT.

Regardless, its YOUR FAULT!  No matter what you do, or dont do its YOUR devices, YOUR apps or programs, someone in YOUR home, or one of YOUR neighbors, even someone hacking you and stealing your data from a remote location like Malaysia.

Been there, done that.  Set everything to manually update.  Deleted programs I couldnt restrict.  Changed passwords, despite my nearest neighbor being 1/4 mile away.  I even killed the power to my PC for 3 days and still burned through data.  The only thing I didnt and couldnt do was unplug my modem because it was also my home phone (Exede Voice)

After all that I was told ... by people on here, I must have malware allowing someone to use my internet from another location.

3 months in a row it happened.  I too was on the 10G plan and my data was GONE within 2 weeks!  That was almost a year ago now, and stopped as mysteriously as it started (after I told customer service if it happened again I WAS GONE!).  Just still puzzles me that it happened the same time they rolled out "unlimited" here.  The same time my restricted speeds got restricted below 1Mbps and the same time I stopped receiving email notifications about my data usage.  But shame on me for putting any of it together and making a conspiracy theory out of it.
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ExSatUser

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But things are going well now for you with internet?
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GabeU, Champion

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Hardlock

If you're using a single computer, and it's Windows based, take a look at Glasswire.  It will tell you just what is using data on your computer, and how much data each app/program/process is using.
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GabeU, Champion

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Hardlock

If you're using a single computer, and it's Windows based, take a look at Glasswire.  It will tell you just what is using data on your computer, and how much data each app/program/process is using.
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GabeU, Champion

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Oh, joy.  Just when I've forgotten about double posts, GetSat happily reminds me.  
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Ron Frank

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So far happy overall.  Supposed to be "up to" 25 Mbps, first couple days saw a low of 7, but now never see anything below 19 I think?   Seeing more over 40 than less.

I spoke too soon.  Sunday evening SUCKS here!  Right now 8PM Sunday evening I just got an 8 Mbps test.  I CAN LIVE WITH THAT!  My last 30 days on Viasat I did 20 tests, only 2 were over 10 Mbps, and only 7 were over 5 Mbps and 6 of the 7 over 5 were during my LNFZ.

Only complaint so far is it "stutters" or freezes up for an instant, its really no huge deal online but we have found when it does it, our phone calls get dropped.  Weve already spoken to them and they said give it another week or two because we are still updating and if it continues let them know.

Gonna be a month or two yet to see how the bill and monthly data all pan out, but hopefully no surprises.
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GabeU, Champion

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Ron,

If the phone you're referring to is using their Voice service, and you continue to have problems with it, I would start a new post on their support community.  I wouldn't bother with the phone or chat help, as it's often terrible, but the community has corporate reps that can help, as well as fellow subscribers. 
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Ron Frank

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Thanks Gabe  doing pre sign up research I believe I saw a forum almost exactly like this one.

I TRIED to watch short video this morning for the first time.  NOT HAPPY!  The buffering was awful, took about 15 mins to watch a 2 min video!   TestMy.net "said" 51.9 Mbps but I couldnt watch a video?  Everything else was loading and working fast as usual so need to figure that out.  Probably some sort of video restriction like here.
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ExSatUser

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I believe Hughesnet allows you to bypass the video resolution downgrader (unlike what Viasat does...just another strike against them).  I would look into this and see what you find.  Yes, you will use more data.  But it is "unlimited" right?  (another half truth by internet providers).
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GabeU, Champion

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What ExSatUser mentioned... Depending on the video resolution, you may need to pause, or turn off, the Video Data Saver, which you can do in the Video Settings of the Usage Meter, or under Settings, which is in the pull down on the left in the Mobile App.  With the VDS on and active, which is the default, pretty much any videos with resolutions higher than 480p will buffer.  There's a third way to get to it, as well, but it's through their support website, which I don't want to link here.  You can get to it from the Support Community, though.  
 
Their Support Community used to be exactly like this one, but they moved on from the "Get Satisfaction" platform a few years back.  It's considerably different than this, but the good part is that your sign on is tied to your account, which helps the reps to be able to help you.  You won't have to message them your account number or anything like that, as they'll already know it.  It's called the "HughesNet Support Community". 
(Edited)
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Danielle Adkins

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So I went and switched down to the stupid 100 mg "unlimited" plan because the other was completely unusable for us. There were no other options with as much data for my house so im giving it a go. I've somehow used 22 gigs in maybe a week and we haven't been home for 3 of those days and also work lol. I did get a new 4K firestick but also turned the video quality down to the lowest after one night and 2 movies. I turned on data monitoring on  both of my fire sticks and our phones automatically monitor data. Lets just see what happens and whos data matches whose shall we? I do have a PC hooked to it but it is never on in the summer. 
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Danielle Adkins

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So I went and switched down to the stupid 100 mg "unlimited" plan because the other was completely unusable for us. There were no other options with as much data for my house so im giving it a go. I've somehow used 22 gigs in maybe a week and we haven't been home for 3 of those days and also work lol. I did get a new 4K firestick but also turned the video quality down to the lowest after one night and 2 movies. I turned on data monitoring on  both of my fire sticks and our phones automatically monitor data. Lets just see what happens and whos data matches whose shall we? I do have a PC hooked to it but it is never on in the summer. 
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Stephen Rice, Champion

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I had pancakes for dinner.  They are much cheaper to make at home.  $2.50 for a box of pancake mix and $3 for a bottle of syrup vs $10 plus a tip at iHop.  My pancakes are unlimited too!