throttled?

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  • Problem
  • Updated 9 months ago
i have been with wildblue/viasat/exede for about twelve years, i was with them about 6 years, then paused and have been with them for the last 6 years. i have a 150gb plan 12 mbps. i have been grandfathered in with it. 

i went over my limit in october, first time i ever went over. i got throttled. well it seems like i never got sped back up. i have talked or chatted with customer service and tech support about 6 times concerning this.  the last guy i talked to was actually pretty competent. i was on the phone with him nearly 1.5 hours. he did well, tried to discover if it was a packet loss. got a tech online with him to check stuff out. reset the ip, switched between all three beams, etc..etc... we were talking at around noon, and i was running between .3 mbps and 1 mbps. at night i can hardly stream a video. well, at the end of the call he had to conclude that my beams are just congested and i would need to switch plans in order get to a freer beam.  for the past six years i have always had between 7 and 15 mbps, only until october when i went over and got throttled. i have just never gotten sped back up, but they assure me i am not being "throttled"

i am curious if something has gone wrong in my modem that caused me to go over, and subsequently has presented as slow, 'throttled' speeds.  the tech and rep said everything is 'green' on my end, including the modem. i have done a factory reset on the modem. i have gone through the trouble shooting multiple times. the transformer pak on my power cord is fine, not hot. my dish is clear and hasn't moved a bit. 

i would rather not change providers. i don't want to lose my 150 gig plan that is grandfathered in and cheaper than current plans. 

is my modem faulty that cause the overage? or did they throttle me then mess something up to keep me throttled without realizing it?

i've been patient with this for two months now and am about tired of it. i know i used to have 7 Mbps and think i deserve better than .3 speeds of a evening. 

are they just trying to force me out of my grandfathered plan?
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Adam Todd

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Posted 10 months ago

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Adam Todd

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i should add that my parents are next door to me and they don't seem slower. and that if i go as a customer, they are coming with me, so we're two really good customers that exede will lose, but i haven't threatened them with this . i am auto deduct bill pay and never missed a payment. as are my folks. we are central iowa. newer wireless modems, but i am wired via ethernet and still only 1/3 mbps

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Bev, Champion

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Adam, first let me assure you that Viasat is NOT trying to force you out of a 150 GB grandfathered plan - they don't do that PERIOD.

Second, slow speeds that are not typical for you, and are not due to using all of your priority data do indicate a problem.

While an error that caused your speeds not to return is possible, it would not be intentional and, even a computer error that has yet to be discovered by Viasat is unlikely.

More likely is a situation along the lines of what happened to me about 2 years ago, now. Speed was down form what I was used to seeing, I was not out of data, everything in eSVT and, anywhere else Viasat could look on their end looked perfect save for a one time error on the modem status page, showing low memory and, that only on my end, Viasat end looked great.

Finally, I and a tier 2 support technician decided to go with a service call to have my modem swapped just to see if that was the problem. I also requested the service technician give my whole system a once over, check the alignment, TRIA, cables and all while he was here.

That did it, turned out that two connectors had a bit of corrosion in them and, there were two pin holes in the cable, near the dish - nothing you would even see if you weren't going through the set up with a proverbial fine toothed comb. The service tech replaced the connectors and cable, as well as the modem, TRIA and, eventually even the entire dish (not all was need I'm sure but, he was determined to fix the problem.) He then fine tuned the dish alignment and, double checked my account settings and network health.

Speed restored and, it has not degraded since. You wouldn't thing a bit of minor corrosion and two tiny pin holes in a coax could cause the kind of degradation of speed I saw but, those were the only two real problems and, correcting them took me from topping out at about 15 Mbps to topping out at over 40 Mbps when congestion and weather are near ideal on my beam. On a 25 Mbps plan by the way, but I do see much better than that under the best possible conditions.

I know it's a hassle but, be persistent, keep trying until someone either fixes it, or you get a truck roll if that's what it takes.
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Adam Todd

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thank you bev, you have inspired my patience.   will viasat ever comp a service call, or will i have to pay for it, i don't have the add-on  that includes that service, . I will give my coaxial a look over tomorrow though. the last tech i spoke with definitely conceded i had a problem and deserved better speed and said there were alot of errors showing up. i will wait til the holiday season is over and give it another go. thank you again
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Bev, Champion

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It is not Viasat's policy to comp service calls but, here's a tip to make one very affordable - get Easy Care NOW and, don't cancel for at least 90 days after the service call.

I keep Easy Care on my account, less than 9.00 per month and, I have the peace of mind of knowing that when I need a service call, it's already paid for, I don't need 95.00 up front and, I won't see 95.00 added to my bill.

Plus, if I do decide I want my modem moved or, the alignment checked, that is included once per year. I don't use it every year but, I like the peace of mind of not having to worry if the next high winds knock my dish out of alignment or, if my not always so bright step son hits the pole with the lawn mower and, messes it up, etc... And, if something really is broken here, I know I can get a truck roll ASAP, no extra funds needed.
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Adam Todd

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thank you bev!!!
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Bev, Champion

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call one more time, after the holidays. If that doesn't get results, send an email to ViasatListens@Viasat.com. Include your account and, contact information, a link to this thread and, any other details that may help them track down the problem(s) you are experiencing.

That email goes straight to corporate in Denver, to the same Viasat employees you see posting on the forums here and, they do make things happen - generally quickly and very effectively.

Being the holidays, there will be a bit of a post holiday backlog of email for them so, it's going to take them a couple of days to get caught up. It might be as late as next week before they are caught up so, waiting a bit to email them would make sure your doesn't get accidentally lost in the holiday backlog.
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Al Santayos

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Viasat will comp a service call, if your contract is up just tell them you either get a free service call or you will cancel the service. That worked for me 3 times. Don't listen to the homers that keep trying to talk people into spending more money (Easy care, upgrading plans)
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Stephen Rice, Champion

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Al,  

If you are so unhappy with your service, then why don't you just cancel?

Inquiring minds want to know.
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Viacrap

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Hm, perhaps he has no other choice of a provider
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Al Santayos

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If that is directed at me I did cancel. I joined here to try to get help and it was useless.
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Stephen Rice, Champion

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Awesome.  Glad it worked out for you.
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Adam Todd

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thank you everyone. i'm going to go ahead and post here something else i discovered today. i went to my dad's house, about a half mile down the road and he was slow too. middle of the day. .7 mbps download and .9 upload. so it looks like it might not by my system

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Adam Todd

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i just though of something. 

our local big media company is Windstream. they just put up two huge wooden poles. one about two miles south of me and one two miles north. they are going to be broadband, wireless i suppose, for the rural area. my speeds slowed down when they put the towers(poles) up with the big antennas on them. do you suppose those would block or interfere with my signal? 
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VeteranSatUser, Champion

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No. See how speeds improve now that the holiday season is over.
(Edited)
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Bev, Champion

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No, those poles would not be an issue. Many of us have trees in excess of 50 ft tall much closer and that isn't a problem, the dish actually shoots over top of them, even at just a few hundred yards away.

Between the holidays, which are just ending today and, the weather over parts of the more or less middle of the country right now, I expect that has been or is still affecting some customers and gateways.

Your suddenly but now always slower speeds are more likely a problem that can be solved, as mine were with the seemingly tiny issues I didn't even see or think would be a problem but, were in fact a problem.

After the Conference I attended in Denver where I learned a lot more about how satellite internet works, I see why pin holes and small bits of corrosion can cause havoc. With what actually has to happen to get internet via satellite, even a tiny problem on one end can end up big problems before the round trip is complete.

My own service is an example of that.
With tiny issues: Max speed 17 Mbps and then only in ideal conditions. Data usage a bit high (some requests and data was being sent twice due to errors the issues caused.)
Connection dropped easily in light to moderate storms.

After problems were corrected:
Max speed so far 52 Mbps on a 25 Mbps plan, cloudy but no rain that day.
apx 5% reduction in average data usage.
Connection only drops during the heaviest parts of severe storms - 99% of the time, weather has only a minimal effect on my service, slowing it a bit but, still allowing SD streaming, even in moderate rain.

It is worth getting even minor things fixed, it can make a big difference.
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Viacrap

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Nah, they do technically throttle you although they won’t actually say that. Once you’re over priority they slow you down and give the people who are on priority faster speed. I don’t get where the hell they pull Congestion out of that like they say but whatever.
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Al Santayos

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A metal object can interfere with a satellite signal but from personal experience has to be very close to the satellite dish. I could not get  hardly any signal on a Direct TV install over 20 years ago till I removed a TV antenna mounted right next to the satellite dish and tossed it off the roof. As soon as I did that I went from next to nothing to a max signal. A tower a mile away is going to have no effect.