Plan changes right after switching and does not perform as advertised.

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  • Updated 2 months ago
  • Acknowledged
  • (Edited)

We were on the freedom plan for quite a while. the unlimited
plans came out early this year and we chose to switch because it was
advertising the same data limit of 150GB for what appeared to be a lower cost. Almost
immediately after switching Viasat dropped the data cap down to 60GB and then told us that because we sent the old router back as directed we could not switch back. The plan says “unlimited” and “may slow down speeds if you go over” but in reality if you go over it becomes almost unusable. When we called to try and get some kind of solution figured out we were essentially told that the fine print says “we can change whatever we want whenever we want” and cutting your priority data by more than half doesn’t mean we violated our price lock guarantees.  They could take you down to 500KB a month without dropping the price and say the same thing. 150GB was sometimes not enough for the month. This feels like a huge betrayal and it does not look like there is any resolution in the foreseeable future.

 

As a side note the new modems with the built in wifi do not function well. The older modem with a normal wifi router plugged into it seemed to function better.
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Colin Meglitsch

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Posted 2 months ago

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Ronald Stricklin

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Are you saying that you went to switch to the 150gb unlimited plan but after ordering but upon receiving the new modem they switched you to the 60 GB unlimited plan? 
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Colin Meglitsch

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yes, when initially advertised the unlimited plans, bronze silver and gold,  were all 150GB plans and the only thing that was different were the speeds. The change to the data limits took place after we signed up. This happened back in what I believe was February. Now you cant find anything about what the plans used to say. 
(Edited)
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Ronald Stricklin

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Maybe one of the awarding winning customer service reps here can look into this for you and fix their companies BS.
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Jim16

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The only plan that I know of with 150 GB is the Platinum Plan and it cost $200. 


(Edited)
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Colin Meglitsch

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I did't have a profile to post with and hadn't been on the board. the situation left me pretty sour and calling wasn't getting me anywhere so for quite a while I tried to just not think about it. we have no other options in my area so as far as i can tell i will just have to deal with it unless they change there plans again. at least this way some one can see what happened on our end. 
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Jim16

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O.K.  We get posts from people who change their Freedom plan to an "unlimited" plan and always regret it.  Freedom was the best plan ever offered by Viasat and everyone here always tells people to NEVER give up their Freedom.
(Edited)
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Colin Meglitsch

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if the unlimited plans were advertised as they are now we never would have switched. the feeling of seeing the description change and getting the feeling of having the rug pulled out from under you is what really bothers me. 
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Stephen Rice, Champion

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Unless plans change for the better, I will never give up my Liberty.
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VeteranSatUser, Champion

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I do question how many people would have given up their Freedom plan if their wasn't the lure of "150GB of priority data" with the unlimited plans.

And the OP is right, they did change the amount of priority data.  Sounds to me that when the OP changed they didn't realize the 150GB of priority was no longer offered and they got the new, modified "unlimited" plan.

At times I don't think it matters what plan a person is on.  I am pulling 150kbps this evening with plenty of priority data. 
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Oliver

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Plans vary for zip code. Freedom(new) was 150gb also was an unlimited 150 now most of them top out at 60. Every zip code is different. I am sorry you lost your freedoms plan it was the best one going
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Colin Meglitsch

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pasted my reply from above to clarify. 

yes, when initially advertised the unlimited plans, bronze silver and gold,  were all 150GB plans and the only thing that was different were the speeds. The change to the data limits took place after we signed up. This happened back in what I believe was February. Now you cant find anything about what the plans used to say.
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Old Labs (VS1-329-L12FZ)

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FWIW, all unlimited plans purchased prior to February 13, 2018 had 150 GB data usage thresholds (Viasat-1). Unlimited data usage thresholds started dropping on February 13, 2018 - a day that will live in infamy around here, the date that Viasat-2 plans were announced for select service areas and speculation ran rampant amid a confusing roll out - actually I think all the hype started on 2/14/2018 with a lot of wailing and gnashing of teeth going on here ;)

That date is specified in Exhibit A of the customer agreement on page 7 - if you "purchased" prior to February 13 you could probably make a good case that it should be 150 GB using the customer agreement as evidence. On and after 2/13 only Platinum offered 150GB on Viasat-2 only and Viasat-2 plans were always the lowered thresholds.

https://www.exede.com/documents/master/customer-agreement.pdf 
       
I do recall the agreement being updated/revised on 2/13 - it's usually the first place I look for hints of things to come since if nothing else Viasat concurrently covers their legal bases when any changes are made - the legal document revision dates are at:

https://www.exede.com/legal/


(Edited)
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Colin Meglitsch

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Unfortunately “4.2 Modification of the Service.” Is in there and there is nothing that can be done. No matter how you swing it however it is still incredibly bad business practice. There has been no outreach to even attempt to make any kind of amends after the situation has been brought up to them.  This is the kind of thing that forms peoples opinion and trust in a company.