Terrible

  • 1
  • Problem
  • Updated 2 months ago
  • Acknowledged
Today these people took the usual 170.00 out of my account like clockwork. The data reset and tonight I'm watching DirecTV because this "service" is so poor. I've had a technician (Keith, we're on a first name basis!) Out here 4 times in 4 months. So many times he said just text me. This service is absolutely terrible. We get about 8-10 hours a week at best and most of that is so grainy you can't see it. I got the premium 170 a month package so I wouldn't have this problem. This is horrendous. They saw me coming. And before they say a word I can see every star in the sky and it's clear outside. Oh and I've reset my modem, which I have done well over 150 times in 4 months. HORRIBLE ON A NEW LEVEL!!!!!
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jessica & james shehan

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  • Way past frustrated

Posted 3 months ago

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VeteranSatUser, Champion

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To quote Stephen. What plan do you have, what does your modem look like (triangle or rectangle), and how much data have you used for the month?
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jessica & james shehan

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It reset on the 1st. So as of this writing I had used 1.7 GB out of 100. I have the "gold unlimited " plan. Modem is a triangle. Was attempting to stream Amazon Prime then Netflix. It was an all day problem. Had to shut it down on my computer and use my Verizon 4g hotspot to get Facebook and Instagram to load halfway decent. We've had Viasat for about 4 months and a technician has been here 4 times and swears the signal is good. Have reset the modem more times than I can count. But make no mistake, they get a 5 star review for debiting 170 bucks out of my account.
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jessica & james shehan

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Oh and it was clear and sunny and it was attempted all throughout the day. Not just "peak" hours.
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Casual Observer

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Go to https://fast.com/

That will give you an idea what kind of "speed" you're getting when video streaming is detected - you may need to adjust your streaming services for "auto" detection if you haven't already done so. Try during both peak and non-peak usage periods.

There are some ways to overcome that detection i you get better speeds at speedtest.net or testmy.net.   

However if so inclined, you'll find the Verizon 4G Support Community over at:

https://community.viasat.com/viasat/topics/today-was-fun


(Edited)
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Steve Frederick-VS1/Beam314, Champion

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Maybe that you need to forget about this Keith fellow and have Viasat send out a new technician. Your install does not appear to be within the Viasat specs.
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jessica & james shehan

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Maybe you should come do it.
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Steve Frederick-VS1/Beam314, Champion

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Sorry, I don't do installations or service any equipment. Just suggesting that you contact Viasat and have your installation checked by a competent technician. Viasat performs much better than what you are getting.
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VeteranSatUser, Champion

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This would be Viasat-2. So it is not congestion. This would be an up to 50Mbps plan.

Something does seem wrong with the install or equipment.
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Casual Observer

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Or just the same unresolved problem Ricky Dean reported ages ago with streaming on Gold. This one comes to mind:

https://community.viasat.com/viasat/topics/netflix-resolution-is-really-bad

We need more input from jessica and/or james.
(Edited)
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Brad, Viasat Employee

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that's a old one but could relate to my reply about streaming resolution below. 

I think I was on leave for a bit when he tried the SOS smoke signal if that was at the end of March (not disciplinary, it was a good leave)
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Brad, Viasat Employee

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I do agree about maybe having an audit of your install done because you shouldn't have a technician come out that frequently so something is amiss there. I'd need to pull up an account for you to see for sure but for security purposes (this forum is open and public) we'll need you to email us at viasatlistens@viasat.com with your information. 

As for the streaming it could be related to an issue with the equipment but also these plans have a resolution limit. In your case the Gold Unlimited resolution caps at 720p, so if Prime is trying to stream in HD (most likely by default) you'll need to set it in the settings to stream lower because it'll try to do 1080p instead otherwise by default and that could cause streaming buffering.