Service has been extremely slow in July

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  • Problem
  • Updated 1 year ago
  • Acknowledged
The service has been unacceptable this month, a lot of the time testing below dial up speeds! Support has just completely stopped even responding with their strange canned response to my requests for investigation. I have been a customer for just about 3 years now and have had my ups and downs, lately it has been ridiculous. What in the world is going on at this company?
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Jason

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  • angrily frustrated

Posted 1 year ago

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Greg Ritz

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Where are you located? What kind of speed were you getting before it went bad? I am a new Freedom member and not happy ether.
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Brad, Viasat Employee

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Hi Jason

We could look into this for you. Please email us at exedelistens@viasat.com 
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Jason

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lol @ the exedelistens naming convention. Tell me how many tickets I've filed in the last 3 years asking for reasonable service investigations.
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les

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 shucks I am in the North West and been on this near 7 years or so and yes this month my upload really dropped off to be in the .73 to .50 kbps - so after many calls [to get a person that will help]
it just began working fine (?)
 yes it takes calling them many many times and they test it many times - this seems to shake it up and it works for awhile.
 it is very frustrating as the nets slow and too many of the ppl on the call line are "canned" with the same reply [that really ticks you off]!!
save yourself a headache and hang up on the losers and try until you get a person that knows how to help.
 we know that internet signals vary and stuff happens to slow it, to speed it up.
but we do not know how to make it speed up or run smoothly - so we call them and call again until you get a person with the nice attitude that also has the "magic" touch that works the miracle to make your net run better.
 its not easy and not fun, but eventually they are able to make our net operate as well as their test results. :)

 try try again -
of course after you have done all that you are able to - reboot your system, check all connections
*be sure to unplug your modem before checking and cleaning connections.
and be sure your dish is clean, secure and nothing is obstructing its view of the sky.
also look at the eye of the tria [the dish receiver on the dish] to be sure it is clean with no dirt or spider webs no bees no birds nests or anything on that eye to obscure the signal.
 yeah after all that is done - then start calling to find the person that will assist you.

 it only took me 7 calls today. with about 4 transfers to get a helpful person that didnt try to give me the "canned" reply from their book of. . .

 yes it is frustrating, but the right person is worth the effort.

 A big thank you to you few that are helpful! :)
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Jason

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The fact it took 7 calls and 4 transfers for someone to 'flip a switch' is ridiculous. I've stopped trying to communicate and am just counting tickets.
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les

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it is a very sad thing that it does in fact take multiple calls in order to get the "right" person that might be able to make it work for awhile.
 at the moment mine is working, but many calls and an onsite tech [that did very little]
as it was in the green when he was here. . .
he did suggest other packages for me - lol viasat has not been able to maintain any of my previous packages. so he suggested i go to hughsnet gen5 as that is the current new thing. [ive not found hughs to be any better,so Ill stick [or got stuck with viasat] for awhile longer] viasat is working atm.
 the fact is All customer services from various countries is very bad, but if you are lucky enough to get the right person(?) (many calls later) they are able to assist you.
 the other fact is: there are too many ppl on the beams and it is overused.
 when I bought my current package it showed the free night zone - soon after buying it - the free zone disappeared. (the moment after buying it)
 at least my first package had the free zone 12 - 5 am for a year or so until it vanished and the current viasat phone goofs claim it never had it - grrr

 so many complaints -
I look forward to the day when phone cell service is available here and we are able to access a few more options for internet and I can say goodbye to the limits and get support from a real person right here in town. :)
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Greg Ritz

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I have only been a Freedom customer since Saturday. I tested it Saturday 4pm and had 20. All day Sunday I could not get above 3. Tonight Peak 9pm EDT it was only 1. I checked again at 2am (could not sleep due to feeling violated) and it was 16. Called customer service and they said nothing is wrong with my system since I can get high speeds and it is just congestion. So it looks like I have a 2 year contract that does not allow me to use it when I am available (6-10pm). And they sold me the Freedom package due to my desire to watch HiDef movies. I can't even watch youtube. I am calling Customer Care when they are open to see about getting out of the contract. Already spent $300 on the lifetime lease.  They have obviously oversold their bandwidth and just push it around to keep people from taking them to civil court.
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Jason

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This is not a reasonable explanation for such poor service. Viasat obviously has some engineering deficiencies and lack of expertise.
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Greg Ritz

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So I was on the phone with 2 people today wondering why my brand new satellite gives me 1Mbps (8% of advertised) during 6-10pm (the only time I am home to use it). They told me there are too many people on it so they are out of bandwidth and that is to be expected. They too said the new bird would "solve the problem and provide high speed internet for all even during peak times". Coming in November or December. Since I can't use it now and will keep my DSL (which is faster), they suggested I place my account on vacation hold and pay $20/month until the new bird solves the problem. It's funny that they sold me the 150GB Freedom package knowing I would only use it during peak and my intent was watching hi def movies etc. which is why they recommended the Freedom plan. So far I have only used 0.1GB.  I will monitor it for a few days and if it does not improve to 5Mbps I will file a claim with the OHIO Attorney General for Consumer Fraud. I am also starting the Arbitration timeline.  They obviously oversold and cannot provide "reasonable" service.
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Jason

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I wish i had another connectivity option to fall back to. IMO Viasat cannot claim to be a broadband provider and reap the benefits of that classification if they cannot provide consistent broadband service. I'm from the Pacific Northwest and experiencing the same issue btw,
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Brad, Viasat Employee

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Hi Greg please email us at exedelistens@viasat.com and we can sort this out for you
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James

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how about sort it out for EVERYONE? this should not even be account related at this point.
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Kelly

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I have noticed this too. We always run out of our data within a day or two so we have plenty of experience using the Liberty Pass. Usually in the past the Liberty Pass has been acceptable. For the past month or two it has not. We cannot watch a video, downloads don't work, etc. What is the point of having internet if you can't use it? It is irritating enough that we run out of data within one day of the renewal, but this is getting ridiculous.
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James

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I 2nd this, all my data ran out in 2 days with my Ethernet cable unplugged from the back of the modem. now on this site trying to post and the internet keeps dropping every 2mins or so.