SLOW EVENING SPEEDS, THE NORM

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  • Problem
  • Updated 4 months ago
  • Acknowledged
  • (Edited)
SLOW EVENING SPEEDS, COMPANY DOESN'T CARE
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CP

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Posted 5 months ago

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Tim Spake

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Sorry to be cold hearted, but why should they? You signed a contract that says they can give you slow speeds. They haven't helped me in over 2 years with my slow speeds.
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CP

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Viasat has speeds of about 1.8-2.5Mbps at night, that's their normal night speed it appears.  All they will say that what we buy is "up to" speeds and they have no requirement to provide any particular speed!.  Poor customer service (although most agents are pleasant), they told me last night I needed Level 2 tech support and they were closed so just call back in the morning and I would be connected.  Did that this morning and the agent would not connect me to them and would not connect me to a supervisor.  She just hid behind scripts and hollow scripted apologies. 

Anyone looking to purchase their service needs to know that in the evening its often barely usable...even though you pay full price for the service.  The company won't really take responsibility to make it right (i.e. a bill credit for only 8-10% of advertised speeds) and essentially says they really have no need to provide you with anything...if they provide 0.000001Mbps then they have fulfilled they requirement of the contract.  Just doesn't seem right to me.  I wrote this because potential buyers of the service need to know how it really works.

I do have to say when speeds are fairly normal the service works really well...just to show all is not negative.  I understand it will slow down some at night but if it could stay above 8Mbps I would be happy all the time!

Also wanted to put to rest all the complaints about slow speeds...nothing you can do about it and the company has enough smoke and mirrors in place to keep the topic confusing.  I just wish it didn't take them a half hour on the phone to "troubleshoot" when they know its clearly their throughput issue and nothing more.  The agent last night told me that anything under 8Mbps at any time is clearly abnormal, the agent today told me 1.8-2.5 is completely normal at night due to "congestion".  I think the agent today had it right...the slow speed is our problem to live with.
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Matt B, Viasat Employee

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Michael, 

In nearly all cases, changing beam assignments is not an option, even in overlapping areas.  
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Michael McDowell

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Nearly all?  Then it IS theoretically possible?  Just not routinely an option?
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Matt B, Viasat Employee

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When I was in the Installer Relations department, working directly with technicians for over three years, I think it happened once.  And that was due to an error in assignment when the account was built.  (the assigned beam footprint was something like 300 miles from the install location.  

An account is assigned to a beam based of location.  If there is overlap, then it'll be based on beam capacity.  Moving an account from beam to beam is not as easy as a flip of a switch.  In the case I mentioned, it still took several hours, multiple escalations, and dozens of people involved to complete the process.  (why they didn't rebuild the account is a whole other story)

So, to answer your question Michael, yes, theoretically it is possible.  Practical?  Nope.  It is not, nor will it ever be a standard troubleshooting process.  
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Tim Spake

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That explains why I didn't see any improvement, because it wasn't done but was told it was. Par for the customer noservice dept.
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Michael McDowell

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Good answer, Matt B, Employee.  It helps all of us on here when we are given clear answers to questions like these!
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CP

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Not cold hearted, that's the reality...I agree. 

I am hopeful the new satellite will improve the situation.  I guess I figured that "upto" didn't mean a speed that is painfully slow much at the time I need to use it the most.  The point of my post was to try to save everyone the frustration of trying to "troubleshoot" their system.  No need to do that most of the time and to make others aware of the contract verbage that makes the speed sound good but the reality is that its pretty slow during peak hours.
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Bradley

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Just depends on your beam. My beam is congested. Others get excellent service at all hours.
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VeteranSatUser, Champion

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1.8 to 2.5Mbps would be excellent speeds during Primetime for me the last several years.


As long as I get enough speed to do what I need to do (I do), I have no complaints. This fascination people have with supposedly "bad" system performance makes for some interesting reading on here.
(Edited)
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James

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ha I have not even seen 1mbps downlod in the past few months ,upload 0.07mbps  is max I have seen . maybe I will pay them "up to" the bill amount
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VeteranSatUser, Champion

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If your upload speed is that bad there is something wrong with your installation.
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Stephen Rice

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SLow speeds during the evening is exactly what I signed up for. What's your point?
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Hfcomms

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It's the nature of the beast.  Almost all of us have slow speeds at night.  It's like the water pipe coming into the house.  You can run your washing machine and flush the toilet at the same time but then try to take a shower and run the dishwasher at the same time and someone is going to get a surprise.  Can only push so much water thru the pipe and can only so much data at any one point thru any given transponder.  Nobody is forcing us to get the service so it's just something we have to put up with until a better terrestrial option comes along.
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Brian, Champion

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Excellent explanation.

During the course of the day, more people are awaken and use their satellite. The satellite (and your beam) has only so much capacity.

I like the pipe analogy.
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Greg Ritz

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My problem is that when you are asking them about the speed, they say it will be fast during day and slow down a little during congestion. You tell them the need is for streaming HD in evenings and they say no problem and sell you a 2 year contract. I suppose for a lot of beams, it is not an issue, but there are a lot of people with really low congestion speeds and there is no recourse. I feel it is deceptive practice. I too am waiting for the saviour satellite. Otherwise I would have already discontinued and given them $15/month. I am hotspotting my phone in evenings. I used 31 of my 150 Freedom plan this month. 
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CP

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Exactly part of the point I was trying to make.  If they said that you will probably get 12-17 during the day and 0.8-2 at night on a regular basis in the evening I would not be disappointed  because I would have been told what was really going to happen.  They should say they cannot guarantee anything over 0.5 during peak hours and then if one wanted to sign up one would know exactly what to expect and have no reason be upset.

Three nights ago the tech support agent said if I was getting less than 8 at ANY TIME there was a problem with the hardware, not their capacity.  She said it really should not go under 10.  (If Viasat is looking at this post please go listen to the recording that was allegedly made of the conversation!)  True story!!
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Tim Spake

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I have much the same problems. They blame you when it's their problem.
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Jab

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RE: "I have much the same problems"

I know there will be beams with slower speeds....but I asked a question about your setup.  Are you using a Viasat WiFi modem?  Moreover, does your router have QOS turned off?
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Tim Spake

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I do have a Exede modem. As far as QOS, I have no idea what that is but I do have a F330.
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Jab

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Tim

If you have the Linksys WRT1900AC router, I would suggest installing the latest firmware for it.

Just a quick Google scan, but these instructions show how to setup QOS; I have no idea what default Linksys settings are.  But turn QOS off.

Also, I found this forum post, Linksys WRT1900ACS & QoS, which indicates problems with QOS.  As one poster noted around June of 2016, "I would encourage you to view the Linksys Community Forum for Wireless Routers as the WRT1900AC/ACS had a multitude of issues to which I can attest to. I had mine replaced three times, the final being a model upgrade to the EA9200. It was a two month long headache so I personally would never buy a Linksys again."

Myself, I would hook direct to SB modem, with your desktop, I assume, and see how things go
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Tim Spake

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Thank you
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James Paramore

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If you live in the country and your only option is satellite internet, your best bet is to forget streaming tv service and get an OTA antenna. You can usually get 15-20 HD channels for free. Open a Netflix DVD rental account and get a Blu-Ray player for movies and other shows you want to watch. Modern TV programming now a days is junk anyway.
(Edited)