Painfully slow speeds all the time

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  • Updated 12 months ago
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I'm not even close to my data limit and this is what I deal with daily. Literally everyday. Wired or wireless. Feel like I'm paying 120 bucks a month for dial up. I'm on the 25Mbps plan. Somethings got to give. So close to just saying to h*ll with it and canceling my service. Been with Viasat almost a year now and they dont seem to care or want to do anything about it. My beam (middle-south Iowa) is so congested, its unreal. The 2nd satellite was supposed to take some of the load. Well apparently that's a d*mn joke. I'd switch over to the second satellite but I refuse to sign another 2 year contract(I'd be willing to re-sign for the rest of my 2 year contract). Trying to watch Netflix is a joke. The quality sucks so bad it looks like I'm watching a VHS tape on a tube TV. I've tried to be patient and understanding but everyday that this goes on like this, I just get more frustrated. Nothing left to do but cancel my service and get back with DirecTV I suppose.
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Ethan F

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Posted 1 year ago

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Ron Frank

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I feel your pain!  5+ years of watching it go down hill  Waiting YEARS  for the almighty Viasat 2 to go into service "and solve everything" only to find now there will be little to no improvement in my area.  I am sick of paying DirecTV $100+ a month to watch the same stinking shows over and over all day, but my "internet" prevents me from streaming.   You complain about video .... During "peak" hours I sit here waiting for a simple web page to load!  "High speed internet"  WHAT A JOKE!
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VeteranSatUser, Champion

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Viasat Internet is not meant to be intended for your primary source of video content. In other words, dont drop DirecTV or Dish and expect Viasat to replace it.


As far as your streaming resolution, get PlayOn and record content to its cloud. That will provide you shows in HD that wont be impacted by buffering or low quality resolution.


Right or wrong, there are workarounds you can apply to make satellite work better for you. You just have to manage expectations and be creative at times.
(Edited)
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Ethan F

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No where does it say viasat shouldn't be used for streaming. I'm not going to use playon. A: it costs more money, and B: it's super inconvenient. If I want to set down and watch something on Netflix, hulu, ect... I should absolutely be able to anytime! I have no problem with this technology(satellite internet). I know it has its pros and cons. That's not at all what I am complaining about. I'm complaining about how viasat knows they've oversold their service in my area and they won't do a damn thing about it except hold out their hands for my $120 a month. Ya know I'd even be perfectly fine if all I got all the time was 4-5mbps download speeds. I dont expect the full 25mbps. But to always be getting under 1mbps is scandalous. And IT PIS*SES ME OFF!
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VeteranSatUser, Champion

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You could actually switch to a lower cost plan (i.e.Bronze), then with what PlayOn would cost you you would actually SAVE money. I know of some others that have done that. They feel that since Viasat isn't providing what they expect, give them the least money possible/month.

But, do whatever you want. Don't take my advice on how to make streaming work the best on a congested beam and instead continue to be frustrated.
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Stephen Rice, Champion

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Ethan doesn't want to be inconvenienced.  He wants to be able to make no effort and simply turn on Netflix at night when everyone else is trying to do the same thing.  Downgrading to a lower plan won't work for him.  

I was one of the very first people who signed up for Unlimited Silver.  It was an impulse decision, which fortunately I regretted before I even received the modem.  I called Viasat/Exede and they let me switch back to Liberty 12 before the new modem arrived.  I shipped it back when it showed up, and I've been enjoying Liberty 12 ever since.

I crunched some numbers and figured out it would be cheaper for me to stay on my Liberty 12 plan at $60.99 a month and invest a little money in equipment and software so I could create a Playon/Plex server to download video content during the free zone.

It took me a little effort, but I have perfect service now, I never run out of priority data on my 12 GB plan, and I am not stuck paying $120 a month for unlimited internet that isn't truly unlimited.  When I sit down to watch a movie at night, the video quality is perfect and I never experience buffering.  All it took was a little effort.

If I were forced into a new plan, Bronze 12 would probably work for me just fine with only a little effort.  
(Edited)
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Greg Ritz

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You say it's not meant for streaming. But that is not what they advertise and say when you call them. They sold me the freedom 150 so I could stream in HD in the evenings. I only use about 20GB a month and cannot stream at all when I am home. They really mislead (being kind for fraud) you the sales pitch. You are honest but I did not hear that until after the 24 month agreement and I started searching due to low speeds.
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david lightsey

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When u say watch in high def ,do you mean  above the 480 limit or just a clear uninterrupted 480
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VeteranSatUser, Champion

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Streaming during primetime on congested beams just isnt possible or practical all the time.

They other night I got as low as 150kbps. It is hard to even browse at that level.

Does their marketing and advertising indicate reality? No. What companies do?
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VeteranSatUser, Champion

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When I say HD, I mean 1080p. This is possible using PlayOn Cloud, regardless of what plan you have with Viasat.
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Old Labs (VS1-329-L12FZ)

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PlayOn Cloud records on PlayOn Cloud servers not on you device. It's capable of recording in up to 720p (considered to be HD, sometimes called standard HD or HD Ready). Once the recording is complete, you receive an email saying it has complete and then are able to download at your leisure the mp4 file for playing on your device. Since you download the video, there's no streaming involved and no buffering to the extent that it pauses playback. Viasats speeds will only impact the amount of time take to download the mp4 file before playing.

See https://www.playon.tv/cloud and the PlayOn Cloud FAQs in particular. 

(Edited)
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yourguytim

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Hey VetSat,
“Streaming during primetime on congested beams just isnt possible or practical all the time.”
They never advertised that.
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Diana, Viasat Employee

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Tim Spake

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None of that helps with your broken promises of speed and new sat would solve our congestion
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VeteranSatUser, Champion

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Suggestions that Stephen and I have made will work. Sometimes you have to take matters into your own hands and make things work with the tools available. You can't always rely on a company to provide a perfect product. Sometimes you have to buy the best product you can afford (or have available to you) and make do.
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TheJanitor

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Ethan Farrell 

Your service is poor because ViaSat is greedy and full of excuses.  They think their sins are washed by the clever words of their service contracts and they feel blessed to have such protection against being responsible.
Yes, Viasat2 was supposed to be the answer to the short-comings of Viasat1 but Viasat saw dollar signs and betrayed the residential customers entirely with no shame.  You as a customer are seen as not even a step-child, you are down there like a foster-child to Viasat.
Viasat knows full-well that they oversold Viasat1 and now has Viasat2 to make a responsible fix to their greed in over-booking Viasat1.  There is plenty of bandwidth on Viasat2 to ease the congestion in those beams that that cannot deliver decent service, ever, due to over-selling.  Viasat has placed their hard-fast limit on how much bandwidth will go to residential customers and will not allocate any more than that no matter how bad you and everyone else has it.  BUSINESS is booming for Viasat, the operative word here is "Business" not residential customers.  
Just today they signed up 2 more selling partners for airlines to have Viasat installed on commercial jets.  The bandwidth is there, it's just never going to go to you. 
The investors spoke up at the last earnings call and Viasat dropped 17% in one day due to low subscriber numbers (residential)!!  Have they learned anything from that?  NO!  Viasat is heading into "A perfect Storm" to be the subject of a hostile takeover and when it happens expect to see suicides at the top at Viasat.  Good riddance.
 

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yourguytim

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TheJanitor, yep.
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Jim16

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Great, another nut job.
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yourguytim

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Jim16 your nut job piece of crap. How is he he a nut job? Give me one good reason.
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TheJanitor

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Jim may call me whatever he so desires. He doesn't know me so anything he says is made purely as a showing of his ignorance. 

I have been back-reading this forum for nearly a month now to get a better picture of the true color of Viasat at the recommendation of a  fellow investor that thinks it's time to move on.  We are a group of people required to file form 13F with the SEC based on our investment with Viasat.  I am the tie-breaking vote and want to make an informed decision, thus I am seeing for myself, and am now convinced, that Viasat is operating a shell game with data.  No reputable ISP can solicit customers to install their service in their home just to discover there is little-to-no service to be provided and a contract is conveniently in place holding them hostage until a ransom is paid either in the form of an early termination fee or allowing the service [sic] to continue for the duration of the contract.  

Viasat, you say the early termination fee is to offset the cost of installations when customers cancel their service.  Customers shouldn't be wanting to cancel their service but you have that contract so you can chain them because you know your service is no good.  The installation cost should be your incentive to provide good service customers will want to stay with.  Viasat is selling accounts with full knowledge they will not be delivering that which people signed up for in the first place.  This is deceitful.  I see the Viasat employees here telling of "congestion" which to me is saying "look at all the people we signed and can't handle" (but we signed them up anyway).  Residential customers apparently are an unwelcome burden within the company and are treated spitefully.  These things do disgrace Viasat.

Viasat is playing investors for fools also.  We are led to believe customers actually get what they pay for, that they do have a service that allows them to enjoy all the things Viasat claims and only during a rare system disturbance or outage does their service not perform as Viasat would have us believe. I was under the impression Viasat was providing a marvelous service to many people but it is obvious they are not.

I feel sorry for the poor sap that signs up with Viasat for home Internet, they are in for a frustrating experience that shouldn't happen.  I couldn't help but try be of some help to one person at this forum that has a problem Viasat should have been on top of, but wasn't. I hope I did some good there because Viasat didn't and that is just one more customer that is feeling frustrated about connecting with Viasat. 

I had to call back to learn how to access this forum as it is not displayed or linked at Viasat.com.  Could it be that Viasat doesn't want customers to know about this forum, or the general public that visits their main site either?  Why would they hide the URL to this forum?  Why is the only link to this forum buried in the "site map?" 

I also came here to learn why more people aren't signing up with Viasat;  It became obvious, nobody like to be cheated, certainly not by a company that has such slick lawyers that they can take poor service to the extreme and leave it there.

Viasat, you can say you are putting high speed Internet in people's homes when really, you're not.  We can say we invested in you for the gain of money when really, we didn't.

Viasat, when we leave, this story detailing what I found is why.  When we leave we will be silent to you as I represent the group and we have spoken all we have to say, here. 


cc: other groups
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Jim16

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I was right, nut job.
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Ethan F

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Or you could just not call people names Jim. I thought we were adults here..
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yourguytim

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Jim16 you still haven’t answered my question.
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GabeU, Champion

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I'm not going to call someone names, but I do find it a bit suspect that someone who claims to be the "tie breaking vote" in some type of investor group is using this forum to inform their decision as to whether to remain an investor in ViaSat.  
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Ron Frank

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"Satellite internet was not designed for streaming or to replace your TV service."  No, maybe not "designed" as such, but it is sold to unsuspecting customers as "high speed internet" with ads (propaganda) that it can do anything DSL can do, DSL can stream! 

The LAST person I "recommended" Viasat to gave me an earful!  They cancelled their service the first week and fought to get their money back.  The "salesman" insisted they would have "NO PROBLEM" streaming and their teen son would be able to do online gaming, also with "NO PROBLEM"  Within 3 days their data was gone, and in "restriction" speeds here are so painfully slow the "internet" is practically useless.  They now have Hughesnet which they say is just as disappointing, BUT AT LEAST THEY WERENT LIED TO!

I am so sick of the disclaimers, double talk, technicalities, and LIES!  Regardless of "data" what it all boils down to is we are paying an "internet service provider" for "high speed internet access" and when the day is done, and our bill is paid ... we are NOT getting what we are paying for!


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GabeU, Champion

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Just like any other product or service, various ads and salespeople are there to sell a product.  They do the job of a salesperson.  Salespeople are not there to be brutally honest.  They're there to sell a product.   

One should ALWAYS research a product or service before purchasing such, ESPECIALLY when that product or service comes with a contract.  Unfortunately, far too few do, and then they find out the hard way what is said in that contract. 

With this said, salespeople should NEVER flat out lie, and when they do there should be repercussions.  However, there is a fine line between lying and saying things that sell a product that aren't, in fact, untrue.  Unfortunately, the two things are often conflated.  There are certain key words or phrases that should never be said in specific contexts, and others that are said, but are often misinterpreted.  

The above isn't said with regard to any specific instance, but when purchasing a product or service, overall.  As Sy Syms used to say in his TV ads, "An educated consumer is our best customer."  
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fmj77

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Got news for you Ron. DSL has lots of problems as well. My work has a DSL connection and there are times when it slows to a crawl and hardly anything loads properly due to congestion.
(Edited)
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yourguytim

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Ron, yep your right. When people switch to Viasat in rural areas and they see high speed they get jumpy. ‘High speed’ should be able to load and stream a video, that’s what high speed is.

Hey fmj77, everybody knows that dsl can get buggy but it’s pretty damn good. Everything has peoblems. At your work you probably got 20 people on it. Some dsl can be as fat as 70mbps or 3mbps depending on range of its substation. They usually don’t greedily throttle on their customers either.

At least dsl is way more reliable for home internet than viacrap.
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Wes McCann

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To the OP:

At least you have ANY service at all. I get 5-10 minutes then my internet access is gone. Reset, another 5-10 minutes. This has been my deal 24/7 since September.

Viasat seems like 'good money after bad'. The more of these feeds I read the less hope I have.


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Old Labs (VS1-329-L12FZ)

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This is largely a customer-to-customer self-help forum not direct Viasat support. We only know what you tell us and frequently it's what is not being said is critical to understanding a problem and offering suggestions.

Have you determined that it is in fact an internet connectivity problem vs. let's say a WiFi connectivity problem?

Create an entirely new conversation dedicated to your problem rather than piggybacking on other people's problems - otherwise and suggestions will span multiple conversations and become confusing if not even contradictory. This one and the other you've hit so far are discussion of slow speed not connectivity issues.
(Edited)
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CASEY overmyer

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We have the same problem. We reboot at LEAST 10xs a day. We made an appointment for a service call per their calendar of availability. After talking with tech services and them admitting there was a problem (over an hour on the phone) the night before the appointment THEY cancelled and wanted us to reschedule due to their inability to provide ANY kind of customer service.
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Old Labs (VS1-329-L12FZ)

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Well at least they called to let you know they were canceling and the need to reschedule (stuff happens with the independent installers Viasat uses) - some folks don't even get that courtesy and wait all day only for nobody to show up. Establishing a direct working relationship with your installers is often preferable to being assigned one round-robin when needing service.   
(Edited)
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CASEY overmyer

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I’m thinking you probably work for them ;) Thanks for your input though!!
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Wes McCann

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Just letting Casey know, he ain't alone with his problem. Got a reply from email custserv (10:41am today). Apparently my up and download speeds are acceptable, good even! Yet, when I turn my modem/router back on, same old story, 5-10 minutes, then nothing. Even after a BA hard reset. But it will be all cleared up on Weds, when the tech does the service call. I'm wondering how they can remotely test my router and find out speeds are good, yet I can't get anything more than what I've been getting. Even with a power down for 20 min, and a hard back button reset.
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Old Labs (VS1-329-L12FZ)

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I’m thinking you probably work for them ;)
Then you would be wrong. In fact the more people that jump ship on my beam the better - my service gets better that way. I encourage all of those who are in Virginia to get off my beam and go elsewhere!

If I worked for them I would have a vested interest in both your and Wes' satisfaction and requested you send an email to a fairly well know Viasat address (different from customer service) along with your account and contact info so that I could take a look and see what the problem is/was requiring rescheduling. At the same time I would be able to diagnose your modem remotely, including running speed tests using the Viasat SVT tool to gain further insight into your problem and provide you with a reason why a service call is actually necessary if it came down to it. Even us non-employees know the scripted level 1 support of the call center leaves something to be desired (most outsourced functions do). I'm sure the employees know also.

I keep my installer's number on speed dial - it's quicker, easier and more reliable. He too has access to that SVT tool mentioned.

Of course since both you and Wes have decided to piggyback on the original poster's conversation which has already been replied to by an employee above (Diana - 2 days ago) rather than starting your own, the actual employees are probably not even monitoring this conversation any more, so good luck. In case you missed it in the sidebar on the home page here:



If wanting to simply chime in with me too, then you've come to the right conversation and that's okay too.
(Edited)
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CASEY overmyer

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I’m thinking Virginia has little to do outside of your homestead. Enjoy!
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Old Labs (VS1-329-L12FZ)

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Which is of course why I bought the homestead - to do very little and enjoy it. One out of two right thought isn't bad at all.
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