Silver Unlimited Over Promised Undelivered

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  • Updated 1 year ago
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  • (Edited)
I upgraded to the Silver Unlimited plan recently.  I live in North Central Wisconsin.  I used to regularly get 10mbs downloads.  After the upgrade I am nowgetting 2-4mbs download speeds. Called technical support and after 30 minutes they corroborated.  Nothing I can do about they told me, beam is congested.  Frankly, I find that completely unacceptable. As a result, I am cancelling service.  
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kurtschoenrock

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  • very frustrated and disappaointed.

Posted 1 year ago

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kurtschoenrock

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To be clear, data usage is not an issue here either. 
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Diana, Viasat Employee

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Hi kurtschoenrock, We're sorry to hear the Silver Unlimited plan is not working out for you. In a few months when our Viasat-2 satellite is up and running, we expect to see less congestion. What can we do to help? Send an email to exedelistens@viasat.com with your account and contact information.
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kurtschoenrock

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Well, properly representing what the plans will be capable of when promoting them would be a good start.  2nd, don't make people go through 30 minutes of b.s. technical support questions when you know the beam is full.  
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Bradley

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I think the real question becomes have the unlimited plans caused all plan speeds to be that dramatically reduced, or are the unlimited plans really throttled a little more than advertised on speeds?
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Old Labs (VS1-329-L12FZ)

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If basing the overall assessment solely upon the single metric of a speed test, the conclusion may be misplaced. IMHO, speed tests are misleading because they really don't reflect the reality of how we use the internet.

They don't really guage the much more important, yet subjective measure - quality of experience.

Despite not switching to an "unlimited plan" (it's a logistical issue for me at this time), I can say that my quality of experience has taken a turn for the better since the introduction of these unlimited plans on my beam. Even on Liberty pass things appear much smoother.

I assume people are jumping all over them since I see no other reason for my better experience as the new traffic shaping kicks in and provides more efficient use of existing bandwidth eliminating by eliminating some waste.

With effective traffic shaping, speed tests can even be rigged by the ISP to produce more favorable results - if ViaSat were inclined to do so they could influence all of them to produce a single metric meeting the "up to" claim quite easily and many wouldn't even notice it (but they don't)

Much of the confusion here seems to stem from misconceptions regarding the "need for speed". I was going to write a lengthy post by discovered one that's already been written concerning many of those myths and there aree more:

http://www.myconnectionserver.com/resources/articles/myths.html

It saves me some typing, not to mention data usage while doing the topic some justice since I'm still surviving on a 12GB plan.

Just my 2 cents...
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Bradley

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While in most cases speed (anything over say 3Mbps) is irrelevant, let's not totally dismiss it as done many times on this forum.  Yes, I will use the notion of speed and bandwidth interchangeably here and for these purposes they are the same...

Speed matters.  When I am home alone, speed is irrelevant.  I can pretty much do anything at 1.5 Mbps that I want to do.  Update the Xbox, stream YouTube, etc.  All at once, albeit buffering and slow download times for the Xbox.  

That said, when I have my significant other and two kids utilizing multiple devices, there is no way speed doesn't play an important role of the quality of service.  Now that I have access to more data, I'll have two kids streaming videos, a girlfriend lighting up FaceBook, two Xbox systems running in the background, and that's not counting the iPads, iPhones, Wifi calling, and heaven forbid I cut on the Windows 10 PC.  

The article you link actually demonstrates against your point because Exede satellite internet or any satellite internet is known for latency and packet loss.  

Speed isn't everything, and we all expect (or should expect) it to fluctuate.  Not getting a third of "up to speeds" is not something I think we should become complacent about.  

Doesn't make sense that on the same beam, different plans "max" out consistently different.  
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Old Labs (VS1-329-L12FZ)

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Speed is not the issue - bandwidth is and that's what ViaSat sells (regardless of marketing euphemism)  .

Understand the difference and my argument will become clearer. Bandwidth was fixed at launch, this is simply an attempt to better utilize that limited bandwidth more efficiently on ViaSat's part until additional bandwidth is available with ViaSat-2. They can't make more of it on ViaSat-1 but can make better use of it until thn then. 

It's an attempt to keep customers happy until then, maybe attract some new ones - are they expected to cede the playing field to the competition until then?

All of your points are well taken and everyone will be impacted differently (regardless of switching or not). A singular laser like focus on Speed Tests as a measure of a satisfaction, is simply misleading - and very few take the time to delve into the indvidual methodologies used by each to measure "speed" explaining many of the differences betwen different sites - they measure different things under different conditions and assumptions. 


    
(Edited)
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kurtschoenrock

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Great news: sometimes things happen for a reason: Checked with ATT and was able to get a hotspot/home phone device for free under a two year plan. For only $20 a month, I get 22gb + (only throttled if necessary). Got two and we are surfing at speeds faster than Exede could offer with low latency and for only $40 a month!  This is why investors are shorting VSAT and expect it to fail.  It can't compete with the options coming out.  Att Fixed wireless will be in our area shortly as well and will provide 160GB of data for only $60 a month.  Again, no latency and no rain related issues.   Check it out!!!
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Steve Frederick-VS1/Beam314, Champion

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Great for those areas that AT&T has signal. Many parts of the country have been ignored by AT&T because of the sparse population and the hilly terrain.