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
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
Posted 2 years ago
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)
I will be running a speed test as soon as I get back home today, from a laptop wired in. I've ran a speed test on my phone and my laptop, only 20 feet away from the router and still have horrible results from the speed tests.
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).
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)
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.
And no you are right, I haven't gone over my data usage threshold.
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.
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)
Great, thanks for your help. I'll keep you posted on if it's a WiFi performance issue.
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.
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)
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'?
Negative, I just want OUT of this service without having to drop $300 when they already abuse their customers.
Stephen Rice, Champion
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.
VeteranSatUser, Champion
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.
I am sure Stephen will chime here shortly with his two cents worth, being a Cajun and all.
Yeah but he's an ass and a madman! No, wait that's me... he's a shill ;)
Stephen Rice, Champion
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.
VeteranSatUser, Champion
That's only because you are a shill for Viasat! Youbare probably on that double secret Liberty plan!
(Edited)
Stephen Rice, Champion
Stephen Rice, Champion
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)
VeteranSatUser, Champion
Try running testmy.net. You will get much more accurate speed results.
Oh now they want to change the title of my post! Hahahaha okay Exede, I see you....
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)
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.
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
An employee (moderator) will eventually weigh in and offer some private assistance - when he/she does follow their advice
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.
Stephen Rice, Champion
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.
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)
Brad, Viasat Employee
Stephen Rice, Champion
Stephen Rice, Champion
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.