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
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- ANGRY AND FRUSTRATE
Posted 2 years ago
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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).
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And no you are right, I haven't gone over my data usage threshold.
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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.
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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.
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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'?
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Stephen Rice, Champion
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VeteranSatUser, Champion
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I am sure Stephen will chime here shortly with his two cents worth, being a Cajun and all.
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Stephen Rice, Champion
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VeteranSatUser, Champion
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Stephen Rice, Champion
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VeteranSatUser, Champion
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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.
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An employee (moderator) will eventually weigh in and offer some private assistance - when he/she does follow their advice
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Stephen Rice, Champion
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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.
Brad, Viasat Employee
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Please call us at 855-463-9333 so we can see why your speeds are slow.
Stephen Rice, Champion
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Stephen Rice, Champion
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I'm a happy camper.
Leah Richard
Stephen Rice, Champion
Leah Richard
Stephen Rice, Champion
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.