Slow speeds on silver plan

  • 1
  • Problem
  • Updated 3 months ago
  • (Edited)
This internet service has been my worst nightmare ever. I have only had this service for a month and a half and I couldn't be more dissatisfied with this company as a whole.This company abuses it's customers and do not feel any remorse for doing so. I am 2 months into a 24 month contract, and this company has NOWHERE NEAR provided even a FRACTION of the speeds that they "claim" to provide. After only one month when my internet speed was only reaching 2 MBPS, I decided to upgrade to Unlimited Silver package. Needless to say, my internet speed hasn't climbed one bit. I am now getting 4-5 MBPS download speed when I was promised 25 MBPS. I cannot even load a video from the internet on my phone, the ONLY device that is connected to wifi mind you.

I've contacted support and the agent blamed it on "congestion" in our area and to try another internet speed later in the day. THE TIME OF DAY DOES NOT MATTER. I work in the computer software field and I can comprehend internet technology. Congestion with the bandwidth is NOT the problem. The problem is this company is abusing their customers and stealing their money. This is exactly why this company has to provide a 24 month contract because 90% of their customers are dissatisfied within the first few months of this service then guess what, they are trapped for another year and a half. Customers do not want to sit here and pay over $300 to terminate a shitty internet service when they were not near any kind of satisfaction. I refuse to pay $300 just to terminate the most horrible internet service I have ever had experience with. They are abusing customers hard earned money this way and something needs to be done about this.

Not sincerely,
An angry and frustrated future EX customer
Photo of Leah Richard

Leah Richard

  • 10 Posts
  • 0 Reply Likes
  • ANGRY AND FRUSTRATE

Posted 3 months ago

  • 1
Photo of Nikki Weis

Nikki Weis

  • 1 Post
  • 0 Reply Likes
What part of the country are you in?  I'm experiencing same issues with Hughes Net and wanting to switch.
Photo of Leah Richard

Leah Richard

  • 10 Posts
  • 0 Reply Likes
South Louisiana
Photo of Stephen Rice

Stephen Rice

  • 1857 Posts
  • 844 Reply Likes
I'm in the Baton Rouge area and my Liberty 12 plan works perfect. I used over 100 GB last month.
(Edited)
Photo of Leah Richard

Leah Richard

  • 10 Posts
  • 0 Reply Likes
It may just be my WiFi router with the problems then, I will have to double check later tonight with a wired connection.
Photo of Stephen Rice

Stephen Rice

  • 1857 Posts
  • 844 Reply Likes
It could certainly be an issue with your wifi modem.  Service down here in the Baton Rouge area is pretty dang good.  To be exact, I live in Livingston.

I've heard those wifi modems are garbage.  

Basically from midnight to 5 pm, I get speeds close to 12 mbps and sometimes up to 20 mbps on my Liberty 12 plan.  After 5 pm, speeds vary depending on how busy the network is.  It isn't uncommon for me to have speeds from 1 to 5 mbps during prime time.  This is when I haven't used up my 12 GB of priority data.

When I have used up my 12 GB of priority data, I usually get speeds from 1 to 5 mbps from midnight to 5 pm, and speeds around 256k during prime time.  This is only if I have used up all 12 GB of my priority data.  That is how the Liberty 12 plan works, and I am very happy with it.

The Liberty 12 plan comes with un-metered data from 3 am to 6 am.  I have software that does most of my downloads automatically during those house and it really helps me conserve my priority data so I don't get stuck with a 256k connection during prime time.

256 kbps is good for browsing the internet, but it isn't good for streaming video.

Anyway, thats how my plan works.   If you never see speeds beyond 5 mbps during the early morning or day, then something is wrong with your equipment, providing you are on the same beam as me of course.
Photo of Old Labs

Old Labs

  • 3293 Posts
  • 3270 Reply Likes
Are you able to run a speed test with another device using a wired connection to your Viasat WiFi Modem? I'll assume that's what you have based on the minimal info provided here. There have been a fair number of reports about poor WiFi performance on that device.
(Edited)
Photo of Old Labs

Old Labs

  • 3293 Posts
  • 3270 Reply Likes
That would be the first step... determine whether it's similarly slow on a wired connection. If not, it may simply be the suboptimal WiFi perfomance of the Viasat device.

Of course when you get home you'll likely be starting prime time for your service area - trying during an off peak period would be best to positively rule out congestion. At the same time I assume you haven't gone over your data usage threshold and are not subject to (de)prioritization. You just want to ensure none of the other variables are in play when making the determination.

If it turns out to be a WiFi issue on that WiFi modem - many have been able to work around it by simply attaching their own WiFi router to the Viasat device and disabling the WiFi functionality on the ViaSat device ((if you happen to have a spare, third party, reliable WiFi router available).

      
(Edited)
Photo of Leah Richard

Leah Richard

  • 10 Posts
  • 0 Reply Likes
I would much rather purchasing a third party WiFi router than spending 400$ to cancel my service. I will definitely try a wired connection to see if there is a difference, thanks for your help!

And no you are right, I haven't gone over my data usage threshold. 
Photo of Old Labs

Old Labs

  • 3293 Posts
  • 3270 Reply Likes
Before plunking down cash for the router (and yeah I'd pprefer to get something for the money rather than a cancellation fee), isolate it to the WiFI and then ask here. Most suggestions here ar Asus or Netgear, with my preferences leaning towards some of the higher end Asus models or those that are supported by the Asuswrt-Merlin third party firmware. Asus defaults tend to conflict with the Viasat defaults, so some additional configuration of the Asus is typically required depending on the mode it's used in.

Ask 10 people for recommendations and you'll likely get 10 different recommendations.

Also sounds like you might be on rthe same beam as another reqular here in Louisiana - he might be able to providfe more insight into when pak periods are typically encountered on that beam.   
(Edited)
Photo of Leah Richard

Leah Richard

  • 10 Posts
  • 0 Reply Likes
Great, thanks for your help. I'll keep you posted on if it's a WiFi performance issue.
Photo of Old Labs

Old Labs

  • 3293 Posts
  • 3270 Reply Likes
Many here recommend testmy.net for speed test using a download file size of 13 MB or greater (possibly even 25 MB even more on a 25 Mbps) but testmy will repeat the test with greater file sizes until it can sustain the test for 7 seconds to help ensure accuracy (it's an age old debate which speed test is most accurate but we're simply looking for a ballpark figure).

There are any number of folks here familiar with what needs to be done if its a Viasat WiFi performance issue requiring a better WiFi router.

Once that's out of the way, we can turn attention to some of the video streaming issues folks have been having with the "unlimited data" plans. Fast.com will tell you the performance to expect when streaming videos.
  
(Edited)
Photo of Ken

Ken

  • 145 Posts
  • 71 Reply Likes
I refuse to pay $300 just to terminate the most horrible internet service I have ever had experience with.
So you would rather continue to pay them monthly for 'the most horrible internet service I have ever had experience with'?
Photo of Leah Richard

Leah Richard

  • 10 Posts
  • 0 Reply Likes
Negative, I just want OUT of this service without having to drop $300 when they already abuse their customers.
Photo of Stephen Rice

Stephen Rice

  • 1857 Posts
  • 844 Reply Likes
I'm in the Baton Rouge area and I don't feel abused at all. Perhaps you just have a bad install. They can send another tech out if something is wrong.
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 2475 Posts
  • 1350 Reply Likes
South Louisiana I don't believe is that congested of a beam, relatively speaking.

I am sure Stephen will chime here shortly with his two cents worth, being a Cajun and all.
Photo of Stephen Rice

Stephen Rice

  • 1857 Posts
  • 845 Reply Likes
I've even had speeds as high as 20 mbps on my Liberty 12 plan. I'm only paying for speeds up to 12 mbps.
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 2475 Posts
  • 1350 Reply Likes
That's only because you are a shill for Viasat! Youbare probably on that double secret Liberty plan!
(Edited)
Photo of Stephen Rice

Stephen Rice

  • 1857 Posts
  • 845 Reply Likes
Photo of Stephen Rice

Stephen Rice

  • 1857 Posts
  • 845 Reply Likes
And this speed test was done Friday night. Speeds really are subject to congestion. Keep in mind I am paying for up to 12 mbps.
(Edited)
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 2475 Posts
  • 1350 Reply Likes
Try running testmy.net. You will get much more accurate speed results.
Photo of Leah Richard

Leah Richard

  • 10 Posts
  • 0 Reply Likes
Oh now they want to change the title of my post! Hahahaha okay Exede, I see you....
Photo of Jim16

Jim16, Champion

  • 1858 Posts
  • 1528 Reply Likes
They have every right to change the heading on any post to help identify the issue being discussed so other people know what is what, or to eliminate foul language, which ever was happening with your title.  There are guidelines on conduct for this forum, which you must abide by. 
(Edited)
Photo of Leah Richard

Leah Richard

  • 10 Posts
  • 0 Reply Likes

So Viasat/Exede, I see that you have viewed my complaint, as evidenced by the fact that you changed the title of my post, but I have yet to see a response.

I would have preferred to come to a resolution to this problem over the phone, but as your only answer was to "try a speed test again later" and "that area is congested", it is pretty clear that the only resolution you are interested in is the one that has me rolling over and simply paying for 2 years of service that I will clearly not even come close to receiving.

I agreed to pay a set monthly price for a period of 24 months. YOU agreed to provide internet service of a certain speed. I have not defaulted on my portion of the contract. But I regularly get speeds of under 1 mbps to top speeds of 5 mbps. I understand that "up to 25mb" does not mean "always at 25mb." But $95 per month for an average of 2-3 mb of speed at most any time of day is not only a breach of contract, it is dishonest and fraudulent.

I do not want to carry on some fight, and blast your company all over the internet. I just want to get out of this contract without a penalty. I do not have faith that this issue will be resolved satisfactorily, and during all of this I have little to no "worthwhile" internet service.

Photo of Old Labs

Old Labs

  • 3292 Posts
  • 3265 Reply Likes
FWIW, it may not have been a Viasat employee - there are some non-employees that have some minimal moderator capabilities. Largely this is a customer-to-customer self-help venue but we can't only address problems with the customer support process, billing, etc.

An employee (moderator) will eventually weigh in and offer some private assistance - when he/she does follow their advice
Photo of Leah Richard

Leah Richard

  • 10 Posts
  • 0 Reply Likes
I've emailed them in the mean time, but I will still be trying a speed test later tonight to see if the router is what is the problem.
Photo of Stephen Rice

Stephen Rice

  • 1857 Posts
  • 844 Reply Likes
I just got home from work.  I am paying for up to 12 mbps and my current speed is 1.3 mbps on testmy.net

Its perfectly normal for me to get speeds between 1 to 5 mbps during prime time when I have priority data left.  Sometimes I do get surprised and see speeds around 10 mbps during prime time though.  It really just depends on how busy the network is at the moment.

When it isn't prime time, it is very common for me to get speeds in excess of 12 mbps.
(Edited)
Photo of Brad

Brad, Viasat Employee

  • 2882 Posts
  • 962 Reply Likes
Hi Leah
Please call us at 855-463-9333 so we can see why your speeds are slow.
Photo of Stephen Rice

Stephen Rice

  • 1857 Posts
  • 845 Reply Likes
Kind of on topic, I wish Viasat service was my WORST nightmare.  I got a letter last month saying I am being audited by the IRS.  Being audited by the IRS isn't the worst thing to happen to me, but it is somewhere up there at the top.  Hmm, come to think of it, getting married was the worst thing to ever happen to me.  
Photo of Stephen Rice

Stephen Rice

  • 1857 Posts
  • 845 Reply Likes
16.1 mbps this morning on Testmy.net. I'm only paying for speeds up to 12 mbps.

I'm a happy camper.
(Edited)