Service concerns

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  • Question
  • Updated 2 weeks ago
  • Acknowledged
I am really upset with the service I have received from viasat. My services were installed 5 days ago. I was told my son would be able to play games online, I need the services for my job, I also informed them we do a lot of online streaming i.e. netflix, hulu, etc. We first I am at jeopardy of losing my job. Second, my son cannot play games online, thirdly the service sucks. It moves slow. There is a lag in the delivery time, We cannot all stream at the same time. I have been complaining since before my install date regarding customer service. Today 5 days after install I called into customer service and I was informed I am responsible for an early termination fee. I will be reporting them to BBB. What happened to customer guarantee? Well I can guarantee you this service SUCKS.

Note: This conversation was created from a reply on: Where to send complaint?.
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Loretta Johnson

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Posted 3 weeks ago

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ExSatUser

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What exactly did you use for internet before Viasat????
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Burton Burton

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Why does that matter??  
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ExSatUser

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I am curious if the OP gave up terrestrial internet for satellite internet. If they did, I am curious why?
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Admiral Korbohuta

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Loretta, whoever told you that Viasat was good for gaming and "a lot" of online streaming was either mistaken or lying.
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Matt B, Viasat Employee

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Loretta,

I'm sorry Viasat isn't meeting your expectations.  We (the Social Media Team) will be the first to tell you that Viasat isn't good for online gaming, especially first person shooters, or games requiring fast reactions.  We're not meant for cord-cutting, as streaming video eats the data on all our plans very quickly.  

Please email us at viasatlistens@viasat.com with your concerns, and we'll see what can be done for you.  Be sure to include your account number, phone number, or service address so we can find your account!
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Homeskillet

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As others have said satellite internet is not a good fit for your internet usage. Video gaming that requires low latency won't work as the satellites are 22,000 miles up in space which ends up causing around a 3/4 second delay. With doing a lot of video streaming you will hit your priority data cap quickly and your speeds will be slowed. If you were up front about your needs you should have never been sold the service or at least told it would not be a good fit if you had no other choice.
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ExSatUser

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I often wonder who is saying this stuff to get a sale? Whoever it is should be banned from selling Viasat and sell something else.
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Homeskillet

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It is pretty obvious Viasat needs to improve vetting it's 3rd party contractors and possibly it's own sales staff.
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ExSatUser

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Agreed. And short of the dealers, those selling satellite internet have no clue about its limitations.
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bubs

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I always thought there should be a very basic information sheet with the limitations of the service. Something that the customer needs to physically sign, PRIOR to installation. Something clear, concise, other than the legal info that can be agreed to without seeing. Just the basics, latency explained, data threshold explained, expected speed explained, etc. Something short that the customer could read quickly should eliminate some of the issues. And installation not continuing until the installer sees that it was read.

And yes, anyone caught sugar coating the details shouldn't be allowed to sell anymore.
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ExSatUser

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1) 24 month contract $15/month of each month canceled early.
2) High latency will impact the ability to play many online games.
3) Once priority data is exhausted, activities beyond normal web browsing and emails may be impacted.
4) Video resolution will he restricted depending on plan selected.
5) Viasat is not intended to be your primary source for video entertainment. A main source such as Directv or DISH will still be needed if you watch video more than an average of 2 hours a day.

That would pretty much do it. But then, would you get a sale?
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bubs

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Yep, that's most of it.  That covers a lot of the complaints here from new customers.

It would likely reduce installs that should never be installed in the first place, preventing some of the people from being angry and stuck with a service that doesn't work for them.  Promoting more of a customer base that is better informed, knowing what they are getting.
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Linda Kay Henderson Bingham

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I am upset with their service also.  when I moved I had it installed it never would stay connected and lagged badly.  can not watch a movie all it does is buffing.  I can't stay connected and don't let it rain or the wind blow because I loose service for a while completely.  They told me after almost a year of complaining to them that I was on a old satellite that was tore up.  they said upgrading would solve all my issues.  No it didn't solve anything. I had a chat with one of them I told them my issues and all tehy could said is there anything else I can help you with.  I said yes you can fix the problems or turn my service off.  They started telling me how much it would cost to turn the service off and did not help me at all.
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ExSatUser

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An old satellite that was tore up? That's a new one!
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Stephen Rice, Champion

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What plan are you on and how many bananas do you eat for breakfast? I eat two.
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Homeskillet

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Nothing can be done about the lag or latency as it is called, that is governed by the laws of physics. Disruption by rain could be curable if the signal strength can be improved by a better dish alignment, but if your area has an inherently poor signal, like mine did a re-alignment won't help. As for the wind causing issues unless they are blowing 65 mph+ or you are in a blinding sandstorm you could have a poor install effecting that.
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Lynndel Coburn-Curtis

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So far I am content with my internet. Customer service has always addressed and solved my concerns with my account. We live far away from any large city so dish was our only choice. I am happier with this than the  one at our motel. We also play WOW and U Tube a lot and some lag but not terrible, at least we can play!
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Robin

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watch out now......a positive remark about ViaSal will have the anti ViaSat Trolls streaming out the cracks like a horror movie telling you why you are not enjoying the service.   I too am very happy with ViaSat and ability to stream video...but the trolls will tell you thats not possible.
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Homeskillet

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Anyone else notice while the powers to be have erased many of Robins posts lately Robin still lives? Any one else who has attacked and talked down to other posters gets their posts erased and their membership vaporized. Robin lives because they are over the top pro Viasat. Maybe Viasat should try to improve their service instead of running around doing damage control.
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GabeU, Champion

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ViaSat, please do something about Robin.  Enough is enough. 
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Admiral Korbohuta

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Why don't you all take the advice I gave last week and ignore the troll. Simple.
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GabeU, Champion

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With the all too frequent and ostentatious praise posts I do, but not those that mock, belittle and/or libel others.
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bubs

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"telling you why you are not enjoying the service"
Not if they believe the person.

"the trolls will tell you thats not possible."
First, you're the troll (that's an accurate description, not name-calling). And you're incorrect, as you already know, so this is information for others. They will tell, as they have repeatedly, that every single area is unique and isolated. Many areas don't have the capability your area does, that's stating a fact. Your area is good, fine, have a cookie. That information is only useful to people in your exact area. Many areas suffer from much poorer plans, and have severe congestion especially when going over priority data. That's stating a fact, that is continually ignored by you.
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Homeskillet

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I also think topography makes a huge difference with any kind of wireless service. It obviously does with cell wireless so why wouldn't it with satellite? Weather of course also. I would think the middle of the low desert would be great for satellite. The only thing that might get you is the occasional sandstorm.