Paying for 30 not even getting 10

  • 3
  • Problem
  • Updated 4 months ago
  • Acknowledged
  • (Edited)
service and customer service is horrible. The sales persons promised 30 mbs down and we only got 7 with less then 1 up speed. This is an example of “say anything to get them in the door” then deliver less then promised service. So I’m paying Gold package and receiving less then the cheapest package available. Now I’m stuck in a 2 year package with horrible service. I was actually told to use during “non-peak” times. Seriously, I’m paying for something I’m not even close to getting and am trapped in a 2 year contract now. It is so bad I had to turn off wi-fi calling on my phone cause it would drop calls on wi-fi.
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Natasha Owens

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  • frustrated

Posted 4 months ago

  • 3
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Tim Spake

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I would love to get 7mbps, small print says up to. So you are stuck
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Natasha Owens

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I know. I specifically asked that when I called to set it up. I asked, “when it says up to 30, is it like I pay for 30 and get 10?” I was assured I would sit between 25 and 30 if I was paying for 30. What a load of BS, the sales rep straight up lied to me.
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Tim Spake

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Of course they did
Wonder if the conversation was recorded?
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Annie Prouse

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Try power off your modem for 10 to 30 seconds by pulling plug and then power back on. this help me.
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James

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request the sales call to be pulled and if you were in fact lied to, which I am pretty sure you were then you should not pay anything to terminate it.
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Brian, Champion

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Natasha,

Welcome to satellite. Why didn't you sign up for cable or fiber?
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Natasha Owens

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I wish, but we Just moved way out in the county. We are on septic and well. We don’t have cable or fiber way out here.
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Brian, Champion

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There’s a price to living wsy out in the country.
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James

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but bet you have a cell tower you can get from around your area
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Steve Frederick, Champion

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With 7 Mbps, you can watch about 3 or 4 HD movies at the same time. You really don't need 30 Mbps unless you are downloading huge files, like games.
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Natasha Owens

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If all we did was stream it would be OK. But both me and my husband are gamers (well not anymore) and we both work in IT. And with a upload speed on .26 I can’t even do video conferencing or remote. Again something I asked out and was lied to.
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Brian, Champion

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You both work in IT and thought satellite would be fast? Did you consider atmospheric conditions? Not only where you are but where the sat gateway is? Cloud cover?
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Jim16, Champion

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Isn't it interesting that the people who make sure they let us know they are "experts" are the ones with the most problems?
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Steve Frederick, Champion

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Jim, I am an "expert", though self proclaimed. Just kidding. 

It was always said by others in my field of work that an Expert, or Ex-Spurt, was a drip of water under pressure.
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James

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no it is just that exede thinks most of the customers are to dumb to see what is going on and every now and then a knowledgeable person comes along and points out more than the average person sees.
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Brian, Champion

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But, Steve. I want to download the Library of Congress. That'll take forever.
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Steve Frederick, Champion

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Go for it! 
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david, Champion

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But it'll take forever. :-(
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Stephen Rice

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7 mbps sounds amazing for prime time speeds.
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Don Tracy

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I called them for three days doubtful I would get what's promised,asking every question imaginable and rep still said if I don't get descents speeds I wouldn't have to pay descent money.
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Michael McDowell

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All that a lawyer has to go on is what you tell him/her.  When your system was installed and activated someone had to be at your residence to sign the Terms of Service agreement.  I'm sure Viasat can provide you a copy of what was signed.  
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Don Tracy

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Ide love to see it cause I was here and tech was rushing to leave.wouldnt even run a speed test for me.never presented nothing but a username and password.and couldn't wait to get out the door.so his bad I guess.
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Don Tracy

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Even shows contract unsigned on my account
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Old Labs

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As noted elsewhere today... Viasat has very specific standards for installations (as well as service calls). Google "ViaSat Installation and Service Call Standards". Not even supposed to begin work until reviewing it with you, get your approval, etc. including post-install responsibilities and you may be the victim of a shoddy install.

You're best bet is to contact viasatlistens with your account and contact information.
(Edited)
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Brian, Champion

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I’d be good with 7 as well.

It’s a price many of us pay for living away from the mainstream.
(Edited)
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VeteranSatUser, Champion

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7Mbps during Primetime? Where do I sign.

Amazing how people continue to be so fixated on speed.
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Old Labs

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Don,

Viasat employees are denoted by "Employee" or Official Rep appearing after their names as well as that green banner looking icon before their names.

All others, including those designated as "Champions", are simply customers.

The employees here are at the corporate level, typically responsible for social media, and are in a good position to help you resolve issues you might be having with the direct customer support routes.

As such, you'll find them often requesting that you send your account and contact information along with a description of your issue to viasatlistens@viasat.com so that they can investigate further (consider them ombudsmen/advocates on your behalf).
(Edited)
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Don Tracy

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O. K
?
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Old Labs

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Still confused? The presence of a question mark has me perplexed....

Send the email to viasatlistens - the employees aren't going to engage in a public debate with you but there are more than enough customers who will and undoubtedly leave you with no satisfaction.

The employees can act on your behalf to seek a resolution.

Your email to that address allows them to know your account and contact information (it's not available through your credentials in this community) and indirectly authorizes them to look into your issue and account information to determine if it's an install issue or something else.  
(Edited)
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VeteranSatUser, Champion

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If you can get unlimited, low ping, 3Mbps DSL what made you want satellite internet?
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Don Tracy

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Are you saying excede isnt better??
To answer your question I wanted better.7 kids with all this new streaming stuff .1200$ 4k tv and the thought of cutting the cords with all the new (no programming bills) ,technology I thought I was moving up with the world.we wanted the so called bad ass internet basically.25mbs
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Steve Frederick, Champion

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Natasha likely is on one of the beams with high congestion. Within a month that should not be an issue as VS2 goes live and some of the users on VS1 move to the new bird.
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VeteranSatUser, Champion

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True. But I am not convinced Viasat-1 will consistently provide 30Mbps like the OP expects. So they most likely are never going to be satisfied.

I mean I don't expect to average more than 25Mbps on Viasat-2 in the long run.