Super Slow Speed

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  • Problem
  • Updated 1 month ago
  • Acknowledged
 What is going on with the SLOW speed. I know you state "up to" but come on a speed of under 2 in the evenings is unacceptable! If I call in all I receive in the "congestion" . When is this going to be resolved?  
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Hank L

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Posted 3 months ago

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Leo George Jr

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Never Hank, it will never be resolved as long as they keep over selling the system to make money. They don't care about us at all.
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Howard Robertson

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i'll never live long enough to get it in rural louisa county, virginia. that's the price for living in the country!!!
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Ron Frank

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I agree 100% Debbi!  I LOVED Exede for the first few years, but sadly have done nothing but watch it steadily go down hill the last few.  And as far as getting fiber optic out here?   BWAA HAA HAA!  The phone company petitions the state annually to not be "required" to provide landline phone out here at all!  They say the revenues dont justify the maintenance on the lines.  The state keeps denying it since so many places out here have no cell service.
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pam

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I was told they over did the amount in the satellite and are in process of launching another one to open in October.I loved mine at first but now as slow as mine is and the comments customer care have stated in chats to me if I’m not fixed back to how mine was at the end of this cycle I’m dropping service and there are a bunch more in this area leaving as well.It is so rude to tell a customer that they prioritize your service according to your usage I mean idc how much I use I pay that amount for unlimited for a reason and my money should count just like the rest not our fault the company got money hungry and over did their equipment.VERY UNHAPPY CUSTOMER
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VeteranSatUser, Champion

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There isn't another satellite launching next month.
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Steve Frederick, Champion

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Possibly in October, but that will be October 2020, give or take 12 months.
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Diana, Viasat Employee

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Hi Hank,  Please send an email to viasatlistens@viasat.com.  Well assess your account and address your speed issues.  Include your account and contact information. 
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Hank L

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OK sent you an email...hopefully this will be corrected!
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VeteranSatUser, Champion

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Moving to viasat-2 has been the fix for some.
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Jeremy Goodson

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.75gb of speed in evening wth
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JG Spencer

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what is Viasat-2? @ VeteranSatUser
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Howard Robertson

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that's the most recent satellite that was sent up earlier this year. Viasat 1 being the first and Viasat 3 planned for next year. Each one increases the speed and the number of customers it can service. 
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Owen Lars

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I wouldn't recommend switching to Viasat-2, you're locked into a new contract, and speeds are worse than VS1. After you hit your data cap, speeds struggle to hit 100kbps.
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Carter

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I've been a subscriber for a couple of years now. I move up to the Gold Plan when Viasat 2 came online. The first couple of weeks were great. I was getting speeds up to 70 down and 5 up averaging the promised 50 and 3. Then it all went to crap. The consistency just isn't there. It's very frustrating as the wife works from home. She's now going to get an office in the city so she can have reliable internet. There were some days, didn't matter the day or time as I did speed tests all the time, where I was getting below 10 down and 0 up. I read that they had antenna problems early on. I wonder if it's a lingering problem with that??? Needless to say they continue to have technical issues. The potential is there just not the consistency.
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fmj77

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My speeds on the Freedom Plan are pretty much trash on the weekends, except for a short window during the early morning hours. Nothing has improved since Viasat 2 came online.
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VeteranSatUser, Champion

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You should be good Terry. Enjoy HD video again!
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Chilli Joshua Kuehn Fletcher

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I hear ya for what I pay i can barely watch 144p thinking of going back to the liberty plan if that have it since its umlimmited is super slow anyway why pay so much for nothing 
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Howard Robertson

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I agree. I have the gold plan and will drop back to Liberty. Just not worth it.
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Sonya Day

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Yes, we had the Silver plan and dropped to the Liberty plan. No sense paying twice as much for bad internet service.
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Hank L

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Wow it is just like everyone says. Don't hope for any help from Viasat. i just checked it now at 10 PM, 1.72 Mbps down. This is ViaSat HIGH SPEED internet. As mentioned in the this forum's replies they did not do a thing about it! So disappointed, cell phone internet is faster plus the modem is always resetting. Sure wish they cared as much as they state in their replies. 
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Jim16

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So maybe stop complaining and start asking for help?
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Dina Hess

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I'm at 67 kbps with nearly full priority data remaining.  I feel your pain.  Yes, it's Sunday evening, but still. Sheesh.
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Stephen Rice, Champion

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I'm a little confused. What does nearly full priority data remaining mean?

I still have priority data left and I have 14 mbps on an up to 12 mbps plan tonight.

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Dina Hess

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It means our data just reset yesterday and we have plenty of priority data remaining.

I know your speeds are great. You are fortunate. My beam is awful.
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Howard Robertson

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The consistency just isn't there....not reliable. Unfortunately, living in rural areas we're limited to our options....Viasat or HughesNet. 
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Ron Frank

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They announced on the news a week or so ago that 2 companies are starting a joint venture to bring low cost high speed internet to folks in rural Ohio.  It will run off cell towers.   WOO HOO!    No more Viasat!   No, wait ......... we have no cell service here.
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VeteranSatUser, Champion

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They announced that in my county years ago. Dont get your hopes up. I am 1.5 miles from the tower and cant get service from it!
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Ron Frank

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Sounds like here.  The wife has to go upstairs, to the south facing window and "usually" gets enough bars to make a call or text.  USUALLY
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Hank L

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I am going to email them since in this forum they said "Hank, we do care.  At Viasat, customer satisfaction is something that we take very seriously and would never compromise under any circumstances"

I will let you know how they respond to my email.


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Howard Robertson

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email them heck!!! I've called them repeatedly and waited over an hour in some cases. They don't fix it because they can't fix it. I read somewhere that some of the antennas on the new satellite didn't position properly and not much can be done until the new satellite goes up next year. And if next year is like the next year of the newest satellite with all the delays that probably means sometime in 2020. 
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TQ

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Viasat3 launches in March of 2020. Then 4-5 months of testing.
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Debbi Cobern

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Like Viasat 2 was a big help???

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Howard Robertson

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Viasat 2 has it's moments. I see up to 70 mbps down and 5 mbps up on a regular basis. Just not consistent. It can be 70/5 one minute and 5 minutes later it can be 12/0. Go figure. No rhyme or reason. I check speeds all hours day and night....just because...
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Hank L

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I sent an email to them as they stated "they care". Quote: Hank, we do care.  At Viasat, customer satisfaction is something that we take very seriously and would never compromise under any circumstances  Please send an email to viasatlistens@viasat.com with your account and contact information.  We will review your account  to see what may be causing your slow speeds

They responded with the connection looks fine, 5 Mbps down, this was in afternoon. I responded to their email that if it at 5 Mbps in early afternoon it will be 1 Mbps in the evening until after midnight but did not receive a response??? Not so sure that they care since i did not hear from them?
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Hank L

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WOW we are on "HIGH SPEED" tonight 1.57 Mbps Down! This is considered "high speed" internet to Viasat. No response for them for over a week after asking them a question? They care ah ah, not really. I did notice they are very quick to send the bill though and NEVER forget you then. If they really cared I would think they would respond to our questions?
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Tim Spake

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Why should they, you can't do anything except give them more money to bug out
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Ron Frank

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The biggest laugh is their email address  "Viasat Listens"?  Seriously?  How many people complaining for how long about super slow speeds?  Their answer, higher prices and slower speeds.  Obviously something went wrong in translation?

Once again, nobody online all day yesterday and somehow we went over.  My usage tracking router will be here next week.  MORE money spent just to deal with this garbage.

I would be happy with 1.57 Mbps, my restricted speed last night ... 374 Kbps.  Wait ages for a page to load and ... get redirected to a page telling me I am over data.  REALLY?  Like you think I didnt notice?

Dont know why they call it "restricted" when it should be "CUT OFF!"

Wonder what theyre gonna do now since they cant use the "Viasat 2 will fix everything" excuse any longer.
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Steve Frederick, Champion

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Ron, we would love to hear how Viasat is "stealing" your data after you install your data tracking router. My guess is that you will learn what is really consuming your data in the background, and it would be very unlikely that it is Viasat. I have been using my ASUS router for several years now, and my router is reporting the same usage as Viasat. Before I had the data tracking ability in my router, I never realized just how much data is consumed by background programs and updates that happen with no input from me.
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Ron Frank

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First off, I never mentioned once in my comment Viasat was "stealing" anything!  The new router will hopefully get to the bottom of whatever the cause is.  Be it on my end, Viasats end OR a 3rd party hacking into my system.  I am simply sick of dealing with it PERIOD!

I have had satellite internet for several years.  Data caps are not new to me.  I have taken the time to set every device and program to manually update or update during my free zone, my PS3, Blu Ray player and smart phone are set to manually connect to the internet only, and/or it remains off when not in use.

Although I appreciate your "guess" that it is unlikely Viasat, MY past experience says otherwise.  3 times I have experienced "data loss," one cause has never been found because it mysteriously stopped before myself OR Viasat could determine the cause, the other 2 WERE in fact on Viasats end!  They were corrected and I was compensated for the loss.  It wasnt a matter of "theft" or done maliciously, it was hardware/software issues, BUT I DID SUFFER SIGNIFICANT DATA LOSS AND VIASAT WAS ULTIMATELY RESPONSIBLE .

The true problem is 3 or 4 years ago I could care less about going into restriction.  My normal speeds were no different than my restricted speeds, usually between 2 and 7 Mbps, now my normal speed is rarely above 5 and my restricted speed is NEVER above 1 Mbps!  This makes that data cap all the more important and infuriating.

The OP was about "Super Slow Speed" so excuse me if I feel that 374 Kbps is SUPER SLOW, restricted or not.  The cause of my restriction is hardly an issue compared to the fact that for the next 1 1/2 weeks my internet is all but USELESS outside my free zone.
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Sonya Day

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We have to supplement with hotspots because we typically have speeds less than 1mbps after we reach our data limit We've told Viastat if we could just get between 1 & 5 like they had advertised we would be happy. We've had speeds of .06mbps and at these speeds it our internet is unusable. I don't like to comment much in these forums because some of the people here are rude, condescending and probably have ties to Viastat. Good luck, I hope you get some improvement.
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Howard Robertson

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Sonya,
I hear you. I have the gold plan and get speeds up to 70 mbps at times. I was told that I could expect speeds of 25 mbps when I exceeded my data cap of 100 GB. The last time I did I was throttled back to .22 mbps. I called to inquire and they basically said "too bad", you exceeded your data allowance.  
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VeteranSatUser, Champion

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Turn the modem off when nobody is using the internet. Problem solved.
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Ron Frank

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No can do Vet.  We were so happy with Exede/Viasat 4 years ago we switched to Exede Voice for our home phone.  No modem = no phone.
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Ronald Stricklin

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Rain, no phone. 
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Ron Frank

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YUP rain or power outage no phone.  But still better than land line here!   Few years back the county FINALLY mowed the shoulders and took out ... I believe the phone company said 13 junction boxes in our area?  3 1/2 days with no phone.  They wound up needing to run a new line to my neighbor, approximately 300 yards or so.  The sub contractor used a Ditch Witch and tore out our line!  Holiday weekend, phone company said it was contractors responsibility ... ANOTHER 5 DAYS WITH NO PHONE!   YUP 10 mins during a rain storm ... Ill take it.
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Hank L

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Their "restricted" is their normal speed in the evenings. They are way oversold and are not willing to help us at all.
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Howard Robertson

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Hank
Do we know that? I thought that Viasat 2 would give them plenty of extra capacity. I read somewhere that some of the antenna on the new satellite malfunctioned and didn't open into the proper position. Has anyone else heard that?  
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Hank L

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I asked them about ViaSat 2 and was told it was not available to me for some reason. They did not explain why not?
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Howard Robertson

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Interesting. I'm in Central Virginia. Where are you located? I guess I'm a little confused. I could understand if you live in Tahiti, but my understanding that the coverage would be better, quicker and more capacity. I guess I need to read the fine print!!!
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Hank L

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I live in Wisconsin
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Howard Robertson

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Sucks. Okay, you might as well be in Tahiti :-) 
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Hank L

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I  find it interesting that when you contact "ViaSat Listens"  they check you system during the mornings and then tell you all is OK. I wish they would check at night when SUPER SLOW. Not that it would make any difference to them. They do listen, just don't care!
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Dina Hess

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VS2 isn't available here, either.  There are a lot of places that were left out when the satellite didn't perform as expected.

I totally agree that the least they could do is answer email, though, or at least not send the automated response promising to reply within 24 hours and then not follow through.  
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Hank L

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How true!