Told to ditch my older Unlimited Bronze 12 plan for new on

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  • Updated 3 weeks ago
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Been on Exede/Viasat for 1.5 years. Signed up with Bronze 12 Unlimited plan, 150gb data cap. Was working fine, but today cannot connect at all. Speeds are at .25mbps, have done multiple reboots and resets, no change. We are not near our data cap as our plan just reset today so it is fresh.

Spent 45 minutes on the phone with tech support with no resolution. All the person could say was that the older Unlimited plans are not working well with the “new” system and it would be better if I switched to the new plan that only gives me 40gb of data for basically the same price.

How is it that we are being penalized for having an older plan because the “new” system doesn’t work well with it?

The tech did tell me that if we go over our 40 gb are speeds “would probably not slow significantly”. That is the biggest weasel statement. Completely unfair and unacceptable to tell me to switch to a plan that gives me less data on the off chance my speeds wont be throttled when we blow through that data because the company upgraded their equipment and can’t get it to work with my older plan.

Very frustrated that I am stuck in a contract for 6 more months paying $90 for something that doesn’t work.
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Matt

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  • frustrated, confused, angry

Posted 7 months ago

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ExSatUser

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Yep. Viasat changed the way plans with 150GB worked a few months ago. Not right, not fair, but they did it. You might be able to cancel without penalty (some were allowed to in that situation). Cancel and find other alternatives. I did and don't miss satellite internet
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Stephen Rice, Champion

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And this is why I am no longer a Viasat fanboy.
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ExSatUser

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And after all that work to earn your champion tag back!  All for naught! 


Treat a group of customers wrong, you will lose customers.  Imagine that. 
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Pamila Foster

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I was put on an account that was not retail one. I dont want this account but I cant get past the recording to talk to anyone. I want on a retail account. What can I do
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ExSatUser

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Email viasatlistens@viasat.com. include your account number.
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Susan Kornblut

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That is the reason I left the after being a customer for 5 years with no problems they started throttling me about 5pm -midnight .I was on the old freedom plan now have fixed wireless which is working very good with no latency and 50 mbps for 60 a month with 430 gb data.Viasat just does not care about their customers.
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ExSatUser

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That's great for you! You made out better in the end.
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Will Seemore

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Lucky you, fixed wireless isn't available where I am at. Viasat service was always terrible for me, switched to Verizon Wireless, it has become a little congested lately, still better than satellite.
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Bob Lexus

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Matt, your info doesn't quit makes sense to me.

The Bronze 12 Unlimited plan has always had a 40 gig cap, not 150
The Freedom plans have/had the 150 gig cap

When going over your Bronze cap it does slow down more or less depending on congestion 
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ExSatUser

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When the "unlimited" plans were released in September of 2018, 150GB's of priority data was offered for all unlimited plans.
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Matt

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As ExSat says, when originally released “Unlimited” meant 150gb data. We live in SoCal and supposedly there are less people on satellite so had the plan available to us when we signed up December 2017. That is why it is an “older” plan, even though it is the same service. My problem is now it doesn’t work at all where as when I signed up we hardly ever hit our data cap and almost always had speeds around 12 mbps. Now we are not even getting 1mbps on a fresh round of data.
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ExSatUser

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That's correct. You can be deprioritzed anytime, no matter how much data is used in a cycle.

I was getting under 400kbps and had used 2.6GB in my cycle. That was the last straw. I canceled Viasat shortly thereafter.
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Albert Davis

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Ok here's the deal.they want all customers who have cheap unlimited plans to change to a non unlimited plans. Don't do it or you will be sorry because the new plans do the same thing with less data. Do t fall for that crap and keep your unlimited plan.it will straighten out in a few weeks.
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ExSatUser

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I dont know if it will straighten out. It was bad back in January. Sounds like it is still bad.
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Brian Smith

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No, that's not accurate.  The new plans are still "Unlimited", ViaSat merely changed the definition of the term.  This situation will NOT resolve itself.  The change to a newer plan is mandatory, if you want functional service.  The only reason they haven't forced your hand or disconnected you is because they promised you unlimited access to data.  The only time the older plans will be functional is when that doesn't cause ViaSat to have network issues.  I expect the current 100GB plans won't last long either.  Reducing the amount of data available is the whole, entire point of the change.  They will never allow you to continue to use data at your current rate.  Apparently, they technically can't provide that kind of data any more to their installed user base.
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ExSatUser

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It is really limited unlimited data. Use all you want, but we will limit you when you use too much.
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Susan Kornblut

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So very glad to not have this service anymore good luck to those who do not have any alternatives.I think Leo will eventually help the rest of those who do not have a good connection considering you have three companies working on it and also fixed wireless is becoming available in some rural areas by independent providers.
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GabeU, Champion

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Apparently, they technically can't provide that kind of data any more to their installed user base.
I'm sure some of the problem has to do with the antenna issue, as well.  Less throughput than expected and too many subscribers for that throughput.  They began to limit availability, but not soon enough. 
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ExSatUser

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They offered way too much priority data to begin with too.  But then that lured people off Freedom plans by saying hey, we will give you 150GB of data and even more.  At that point they didn't kill the Freedom plan.  By getting them off the Freedom plan, then they were on the video resolution downgrader.


However, I don't think their video resolution downgrader worked as expected either.  I am sure they expect to cut down on stream data usage by limiting speed.  Not sure how well that worked though.  Of course, more technical users could get around that limitation to begin with.

In the end, Viasat ended with a mess.  Disgruntled customers and customers ditching the service.  No relief now in sight (from Viasat anyhow) until Viasat-3.  Each day as wired, wireless, and LEO internet expands, Viasat risks losing more customers.  Now they are charging $150 just to install the service in many places.  


It is only a matter of time before more changes come down.

 
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Steven Bidelman

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Resolving, for we that are stuck in "nowheresville" with only satellite as an alternative, will be in the form of Elon Musks Starlink. He has the capital, he has the Space X, he has the sats. Viasat relies on him for their next Viasat 3 launch. Yes they pay him. Hopefully his Starlink Southern US coverage will start late 2020 in time for "hurricane season", as I last read. I'll gladly pay a penalty to dump this trash. I know, nobody twisted my arm to move where we did. But getting away from the city when I retired was a necessity. Sure not like Century Link with 25mbps 1 terrabyte cap, and unlimited phone, for $85 bucks. So not only does the internet itself suck, but this compression to make a plan fit a data cap is the worst. Cant enjoy Prime or Netflix to its fullest anymore for HD streaming. So we took Dish minus the locals (have an ota for that anyway), so at least we have HD stuff that way. Also had to take the VOIP as no cellular makes wifi calling a complete abortion. BTW AT&T for landline blows here as well. The city is called Chiefland in N Central Fla (pop , <3000). But overall, minus the poor communication problem, going from Collier County Naples Fla 330k county pop, to this place 42k county pop (Levy) is a treasure. I still hate satellite internet companies though, once I fully understood their business model. Kind of like tele before de-regulation.

Rant is finished !
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Homeskillet

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I seriously doubt Starlink is going to hit the ground running this year without issues and spread like wildfire.