Speeds have plunged for me too

  • 3
  • Problem
  • Updated 8 months ago
  • In Progress
I've been a pretty happy Viasat customer for awhile.  I have the Freedom plan, and rarely use more than 15-20 GB (of the 150 allocation) in a given month.

Over the past couple weeks, my speeds have absolutely plummeted, starting right around the time I received a letter saying the data management policy for the Freedom plan was changing.  The "new" policy is that speeds are supposed to be above 12 mbps half the time, and below 12 mbps half the time.  In practice, I'm seeing download speeds below 1 mbps *all* of the time now (morning / day / night / middle of the night -- over the past 5 days I haven't seen the download speed break above 1.1 mbps at all, regardless of time of day).  Up until around mid-January, my download speeds were consistently right around 12 mbps, as promised.  Occasionally they'd dip during the evening, and that was OK.

For example, these are the best speeds I'm seeing now:

2/17/19 9:47 p.m. - 0.59 down / 2.57 up
2/17/19 7:27 a.m. - 0.54 down / 0.28 up
2/16/19 1:32 p.m. - 1.06 down / 5.88 up
2/15/19 10:00 p.m. - 0.73 down / 2.55 up

Before the policy change, these were the *worst* speeds I was seeing:

1/19/19 7:10 a.m. - 11.3 down / 4.48 up
12/30/18 7:01 a.m. - 16.3 down / 4.47 up
12/22/18 10:34 p.m. - 5.70 down / 4.40 up
10/28/18 3:56 a.m. - 11.4 down / 5.18 up
9/1/18 2:12 p.m. - 11.0 down / 5.19 up

This is making Viasat pretty much worthless.  I can't even get devices like the Amazon Echo to respond consistently anymore (it worked perfectly up until a couple weeks ago) -- much of the time now it times out or says it doesn't have a network connection.  I can't make it through a single streamed song without it stopping halfway through, and forget about streaming SD video. 

I'd understand this throttling if I was over 150 GB, but it happens on day one.  I have 7 days left in my billing period and have used only 18.7 GB (12% of my allowance).

This is in contrast to the wonderful new world that Viasat promised would arrive with Viasat-2 in these forums.  The only plans that have been available on my beam for at least half a year now are Liberty 12/25/50 at 12 mbps, clearly on Viasat-1 and worse than my current plan.

I pay $110.58 per month.  I was perfectly happy with the performance I was getting (understanding the limitations of satellite internet) up until a few weeks ago.  Then something changed.

I think Viasat is being downright dishonest here.
Photo of Mathew Smith

Mathew Smith

  • 11 Posts
  • 14 Reply Likes

Posted 8 months ago

  • 3
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3175 Reply Likes
Well....they told you they made the change.

Now we can argue why they made the change Personally I think it is to make users move to Viasat-2 or give up their 150GB priority plans to free up more bandwidth to get more customers. Regardless, they are trying to generate more revenue.

I wouldn't switch plans. If you want to switch, find another alternative internet. Don't give in these type if tactics.
Photo of Casual Observer

Casual Observer

  • 422 Posts
  • 436 Reply Likes
That'll show 'em! Continue to wallow in your slow speeds they'll feel your pain and develop a conscious!

Seriously, consider switching to a Liberty 12 plan if available and you don't need to re-up for another two tears. At least you might get some usable speeds and be able to leverage the free zone while saving some $$$ and considering other options.

Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3175 Reply Likes
Liberty isn't even available to me. Just the "unlimited" plans.

I won't wallow in slow speeds much longer as I am moving to alternative internet. At this point don't know if/when i will get rid of Viasat, but if speeds like this past weekend continue it will be sooner rather than later.

And it will show them, if I drop Viasat they will lose a 10+ year customer and I will save money. One customer doesn't make a difference, but as they lose more it adds up.
Photo of Casual Observer

Casual Observer

  • 422 Posts
  • 436 Reply Likes
Contact NRTC, you're their customer.

So your position has changed? Stuff happens...

“The trip convinced me even further that the decision I made to become a customer with your company over a decade ago was the right one, and I look forward more than ever to being a customer with your company for as long as I will need rural internet.”

Not that there's anything wrong with that. Everybody's opinions change over time, especially when their ox is the one that's gored. Viasat's (and NRTC's) response will simply be... We hate to see you go. 

So as not to upset Jab, conscious should read conscience...
(Edited)
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3175 Reply Likes
I use to exclusively buy GM cars too. Once they took the government bail out money, never again.

Now I drive Nissan and Honda.
Photo of Casual Observer

Casual Observer

  • 422 Posts
  • 436 Reply Likes
Never give up your Freedom for a Nissan or Honda. Maybe a strongly worded letter to the CEO would help.
(Edited)
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3175 Reply Likes
It can't hurt. Usually the letter gets delegated down to minions who have to jump through hoops to explain what happened, causing angst and displeasure that they have to explain their actions.

What a shame.
Photo of Brad

Brad, Viasat Employee

  • 3460 Posts
  • 1296 Reply Likes
Unfortunately all I know about the decision behind the change is exactly what was in the email: To improve the network congestion across to benefit the majority of Viasat customers. 

Casual Observer is correct in that if the speeds are unbearable a switch to the other plan will be immediate relief as the other plans are not affected by this. 
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3175 Reply Likes
I don't blame you Brad. You are just the messager. But whoever made this decision, it was a bad decision and not very well thought out.

As far as unbearable speeds and switching for relief, I understand. I am looking to switch. But it won't be to a different Viasat plan. I can cancel anytime, with no penalty.
Photo of Susan Jenulis

Susan Jenulis

  • 119 Posts
  • 74 Reply Likes
Brad writes;

“Casual Observer is correct in that if the speeds are unbearable a switch to the other plan will be immediate relief as the other plans are not affected by this.”

PLease, Viasat changes the rules to fit the company’s profits, not caring how miserable they make the “minority” to keep the rest happy, and room for new customers at higher prices. We see through this, we are not stupid. I am looking to switch also, only have one option unless I move. Thanks Viasat for abusing us in this way, after we have entered into this deplorable “agreement.” I would not trust any future plan offered by viasat.
(Edited)
Photo of SonyaA

SonyaA

  • 316 Posts
  • 76 Reply Likes
Brad I call BS why would speeds that never got slow all of sudden RIGHT after the letter is sent get so slow you cant load a web page. Was there a flood of customers within 12 hours of me getting the letter in email??? NO its all tactics to get new contracts on Viasat 2 but you are doing nothing but running away customers cause like me I am seeing that Verizon jetpack service gives me more for less. I have been with this company from back in the Wildblue days when if there was rain in Texas I lost my connection. And the tactics being used are downright criminal as of late. 
Photo of Brad

Brad, Viasat Employee

  • 3460 Posts
  • 1296 Reply Likes
When the letter went out is when the change went into effect. It was done in waves. 

Again I fully understand the frustration and unfortunately the only information I'm able to relay about it and know is more or less what was said in the letter.

We do have the options to keep you on your plan as it is now just with knowing that moving forward that's how the plan will perform. ..but there are also other plans that won't have the same issue you're seeing on the affected plans. If the speed is unbearable, switching will probably bring instant relief. Of course you don't have to do that. It's just an option presented. I personally do not foresee any further instances because from my understanding all plans/customers affected has been put into the change already. 
Photo of Susan Jenulis

Susan Jenulis

  • 119 Posts
  • 74 Reply Likes
I feel your pain,,, I’m also feeling a need for revenge. Most every criminal gets caught eventually, hopefully sooner than later. Viasat really alienated their customers that have been with them the longest, in favor of new customers that are willing to pay more for less. What goes around, comes around.
Photo of Bob Lexus

Bob Lexus

  • 319 Posts
  • 112 Reply Likes
"I think Viasat is being downright dishonest here."

Also imagine what Dealers with a conscience are dealing with.
Some of us do have a conscience & are wrestling with how to honestly market the 'new' Viasat and sleep well...what/who is Viasat going to drastically reduce the value of today's service to next & when? 
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3175 Reply Likes
I have heard from a dealer.

He is looking and testing alternatives to Viasat.

I am sure he is not the only one.
Photo of SonyaA

SonyaA

  • 316 Posts
  • 76 Reply Likes
yeap I am afraid to sign another 2 yr contract since they could just slow me down to dial up speeds like they did now to run me into another contract. NOPE not going to do it. I am not going to get into a contract with a company I can not trust to do right by its customers.
Photo of fmj77

fmj77

  • 893 Posts
  • 536 Reply Likes
Only Liberty Plans are available to me now, with the top one being Liberty 50. This is after a year or more of just having the fake unlimited plans to switch to from my Freedom plan. Viasat seems to be making some big changes to try and cut back our data.
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3175 Reply Likes
Liberty isn't available in my area. In fact, a few miles to my east only 12Mbps "unlimited" plans.

I could get the weird 30Mbps Gold "unlimited" plan for north of $150. Of course others pay that price and get 50Mbps.

Nothing like charging the same for less.
Photo of Bradley

Bradley

  • 1279 Posts
  • 416 Reply Likes
I’m almost positive you’ve probably already checked it both ways, but....

If I’m off of ViaSat’s internet the plans shown are all unlimited. If I log into my account, it only shows Liberty plans available. I think this was recently updated. Not worth wasting my time to see what the call center offered.

As worthless as the unlimited legacy plans have become, I may actually switch down to a Liberty plan to put the speed theory to the test.

If I still get sub 1Mbps prime time, I’ll be sure to report. I get the principle of the matter, but don’t use enough data now (nor could I) to make a difference overall. Saves about $30-$40.
Photo of Brad

Brad, Viasat Employee

  • 3446 Posts
  • 1289 Reply Likes
are you on ViaSat-1 Bradley? That might be why. You can probably get the unlimited but it'll be an equipment update/switch to ViaSat-2
Photo of Bradley

Bradley

  • 1279 Posts
  • 416 Reply Likes
Yes, ViaSat 1. ViaSat 2 was never offered in my area to my knowledge. I did call back when the plans were first coming out and was told no new equipment was needed. I’d have made the switch a year ago if the new bird was available. Even if I had to pay an early termination fee. Now maybe I was given erroneous info by the call center. I’ve heard others on here on the same beam also mention ViaSat 2 had never been available.

30Mbps Gold is the current highest plan offered in unlimited.

Too late for new contracts at this point, but it would be nice to have some way of identifying which satellite a plan was using.
Photo of Brad

Brad, Viasat Employee

  • 3446 Posts
  • 1289 Reply Likes
It could be our tool used your location/zip but didn't capture the right plans specific to your location (you could be bordering a beam, that can happen in the same zip). I looked up your account via your registration here and only show the Liberty as well. Sorry for the confusion. 
Photo of Bradley

Bradley

  • 1279 Posts
  • 416 Reply Likes
No worries.
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3175 Reply Likes
Some locations, like mine, require a full address. That is how you know your zip code covers multiple plan options.
Photo of Bradley

Bradley

  • 1279 Posts
  • 416 Reply Likes
Yea, mine did that for a while.
Photo of Nathan Hart

Nathan Hart

  • 440 Posts
  • 151 Reply Likes
I can’t believe people are still carrying on about this. Switch to a Liberty Plan, do nothing at all or be released penalty free from your contract so you can switch to HughesNet. Just do something other then obsessing about that you just can’t believe a company exercised its legal right to change a policy. Move on people.
Photo of fmj77

fmj77

  • 893 Posts
  • 536 Reply Likes
Triggered.
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3175 Reply Likes
Hope it happens to you and see how you like it :)
Photo of Susan Jenulis

Susan Jenulis

  • 120 Posts
  • 75 Reply Likes
You don’t have to read our comments. Misery loves company and there’s lots of misery to go around,,,,, you may be next. I’ve used them for 10 years, service was good. Not now and I’m on the same plan. How long have you used viasat? You may be in for a surprise in the future. Then you can add your displeasure here as this is the only place available to “hit back.”
(Edited)
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3175 Reply Likes
He has been on a Viasat-2 high density spot beam for quite sometime now.  Unfortunately, that has very limited availability across the United States. 


You are right.  It is easy to be critical when it isn't happening to you.  And we are not talking about a few customers being impacted, we are talking about a number of Viasat customers.

Again, just because they have the legal right to change a plan doesn't make it right, and the consumer has the right to voice their displeasure with it. 
Photo of Jab

Jab

  • 1160 Posts
  • 164 Reply Likes
@Vet

I believe a traffic programming SNAFU is the issue at hand.  I suspect, since your speeds have improved, that Carlsbad corporate is aware.

Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3175 Reply Likes
One night doesn't make a pattern.. But last night speeds were better than I have seen in a long, long time. I don't expect that to be the norm either. I would be happy with 1 to 1.5Mbps during primetime.
Photo of Terry Hill

Terry Hill

  • 185 Posts
  • 64 Reply Likes
How are your speeds today Vet?
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3175 Reply Likes
Unknown. I wont be on until around 7 tonight.
Photo of Gwen

Gwen

  • 320 Posts
  • 225 Reply Likes
Glad i got off viasat , im streaming in 1080 p atm with no buffering on saturday night , Could never even think of doing this if i was still on viasat
Photo of Bradley

Bradley

  • 1295 Posts
  • 423 Reply Likes
Wait till you can stream 4K ;).
Photo of Jab

Jab

  • 1160 Posts
  • 164 Reply Likes
4K is overrated...720p is more than enough for most folks.  There are smartphoners claiming 1080 is better...talk is cheap. Most of these users would not pass the Rite Color Challenge  I'm still capable...a good monitor is needed, btw
Photo of Bradley

Bradley

  • 1295 Posts
  • 423 Reply Likes
Only people who are limited look down on 4K my friend. Not overrated with the right tv.
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3175 Reply Likes
Indeed so. Cinephiles can tell the difference.
Photo of Terry Hill

Terry Hill

  • 185 Posts
  • 64 Reply Likes
I'm watching Jaws on the VCR I can tel the difference! lol
Photo of fmj77

fmj77

  • 893 Posts
  • 536 Reply Likes
@Bradley. 4K streaming is overrated. The stream is compressed. However, I can see a big difference when playing a 4K disc from a 4K blu ray player. This is the only way to get the full UHD experience.
Photo of Jab

Jab

  • 1160 Posts
  • 164 Reply Likes
@Bradley

I was around when HBO went to HD-Lite, and before that.  Studio quality NTSC looks good also.

For years, DISH/DirecTV have been feeding the masses with less than SD quality, and JD Powers would inform us they are satisfied.

If you can not pass this test, Rite Color Challenge , then 4k is not for you.  Btw, my relative can only see in B&W...4K would be a waste of money.
Photo of johnny c

johnny c

  • 371 Posts
  • 157 Reply Likes
Viasat, you gotta love'em or maybe not.  I've used 40 Gig of my 150 and i'm at 735 kbps, what a company, what service.  You know loyalty should go both ways, like i just turned in a VW from a lease and they waived my turn in fee because i have had 3 leases with them.  Loyalty, Viasat that is spelled LOYALTY, ie Honor your contract, that isn't even loyalty it is integrity, following the law etc.  Oh well i'm beating a dead horse.

I wouldn't even be on the computer during this hour except i just finished my taxes and thought i'd chill for a minute and see what was up, can't even check radar with these numbers.  Nite nite.