Unlimited experience during COVID

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  • Updated 2 weeks ago
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  • (Edited)
Unlimited Grief is more like it

Most internet companies are being human and not throttling users. For months things for "unlimited" plan users have been bad now they are horrible I'm an  Unlimted 150 gb user for over 7 years. I have plenty of GB available to download but at these speeds I can't even stream audio 44.1flac  from amazon HD. Now with a 680 ms ping it times out when trying to download music to the computer.
today it's twice as fast a "blistering" 2.08Mps. usually it's under 1.0 Mbps

I don't think I will be continuing on with this. I can't believe I'm actually considering going back to Hughes net.

For 150GB "Unlimited "users  am I one of the only ones left

I feel like Viasat are mobsters with a rent controlled apartment building the cut the water down to a drizzle so the can re-rent to new customers at twice the price.  No customer loyalty or rewards for being a customer so long. I started out the first 5 years I told everyone how wonderful Excede was.

Because of this recent  treatment  and bandwidth throttling now matter when is unbearable. I don't think I can stand to continue with excede only to have them pull the rug out from under me again.

But if I did consider letting them win and choose another Excede plan what would you recommend ?

or has anyone been happy with a new plan  ?

Are there other reasonable alternatives besides Hughesnet ?

It seems like at a time when almost all  ISP's are showing  compassion it seems like just the usual corporate cannibals around here lately.

Still hoping to find a decent ISP experience.
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Michael

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Posted 2 months ago

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Old Labs

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Answered with your post over here:

https://community.viasat.com/viasat/topics/freedom-150-66gb-available-only-at-0-84mps-is-this-fair-f...

Including from  the Admiral and his experience on switching to Liberty. But just to be clear Liberty isn't performing to well for me right now despite only using 1/5 of my priority data although I can live with it.
(Edited)
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Admiral Korbohuta

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Liberty has been working pretty well for me since this all started. A little slower than normal at times, but not unbearable.
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Geneva Jennings

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Are you able to work from home 5 days a week and not get throttled?  I just spoke to a rep yesterday who said their is no 'throttleling' with Unlimited Bronze 25, which is strange because I can read that there is.
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SonyaA

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dont believe them read on site ask him for link to where the site states that bet he cant do it. Tech is out to make sales sounds like they lie all the time then when you sign up oh well too bad now. And NO if you are going to need a constant stream you wont be able to work from home but it also depends on what you do if you get emails and get a few docs your fine but if you have to do any video dont count on it it wont work. 
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GabeU, Champion

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I don't think I will be continuing on with this. I can't believe I'm actually considering going back to Hughes net.
HughesNet is experiencing their own COVID-19 related issues and they are prioritizing activities on their service, as well.

Just like HughesNet, ViaSat has a finite amount of bandwidth, and the large increase in call for usage is creating issues.  The larger the increase, the more it suffers.  There is also prioritization of activities right now, which there needs to be and should be.  Things like gaming and streaming are taking a backseat to more important activities.   

It's neither heartless, nor greed.  It's COVID-19 increase related issues and necessity. 
(Edited)
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Old Labs

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90 days otherwise you can be charged for the full amount of any service charges covered under EasyCare - note the full amount is not necessarily $95! $95 is the amount you're charged on EasyCare for the relocation service (without easy care it's more than that). Read the EasyCare addendum as well as the lease addendum for what's covered. Otherwise you're depending on someone's generosity in interpreting those agreements. The only time there are absolutely no charges is during the initial 90 day warranty service on subscribing (even them some report they've benn charged during the initial 90 day period) . If somebody says there won't be a service charge, get it in writing and under what circumstances. Otherwise you've got a chance at coming back here like so many others to start a conversation with "I was told/promised...".

Also see:

https://help.viasat.com/articles/General/EasyCare-available-for-Viasat-Customers

But beware the wordsmithing there also - they determine whether the visit is required and you've encountered a manager who seems to think it's not - not to mention that it's now a documented pre-existing condition that's technically not covered by EasyCare.
 
(Edited)
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ExSatUser

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Don't pay for the EasyCare.  They wouldn't offer it if they didn't make money off of it. 

You would have to have a service call every year or so to make it worthwhile.  If the service is that bad, you shouldn't be using it anyhow.

Let us know how you make out. 
(Edited)
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Stephen Rice, Champion

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I am somewhat of a Viasat fanboy but charging a customer for repairs on leased equipment is not cool.

The day Viasat charges me for a service call will be the day I leave Viasat.
(Edited)
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Admiral Korbohuta

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Exsat, cheaper to get easy care for 90 days than paying $95 or more for a service call.
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ExSatUser

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But Viasat is counting on people not canceling Easycare in 90 days. If everyone did for when they just needed a service call,, they would lose money.
(Edited)
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Stephen Rice, Champion

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Judging from the tone of the original poster's message, 680 ms ping times are something he has never had to deal with before.  Must have been nice.
(Edited)
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GabeU, Champion

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That I didn't quite understand.  Whether it's 620ms, 630ms or 680ms, latency in the 600s is pretty much standard with satellite internet, and when it's that high a few dozen milliseconds more doesn't make a difference.  
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SonyaA

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but when you have that type of ping with extremely slow connection it times out alot 
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Alicia Sistrunk

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I'm in the same boat! Kids are homeschooling now and my speeds before covid were so bad that it's impossible to work from home. I'm worried we will run out of our "unlimited data...150gigs" before the month is over. And teachers want to FaceTime or zoom with the kids. I'm worried this isn't going to work so well! Sad that we pay so much for service ... When others get much more for much less! First opportunity to get something other than satalite I'm jumping on!
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Rita Gipp

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I am a teacher and I'm struggling with this service.  I'm only in my second (maybe third) month with Viasat and I'm very disappointed.  I can't even use it right now without constantly being dropped.  My hotspot with Cellcom provides better service after hitting my fast speed limit than my Viasat service so why have it?   Also doesn't that seem like false advertising on Viasat's part if their "deprioritized unlimited service" is so slow you can't use it?  In essence,  the unlimited claim is a lie.
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ExSatUser

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A lie? Well you do get unlimited data. They just don't guarantee any speed.

I dropped Viasat for wireless. Serves my needs better.
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Lighthope

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It isn't false advertising because they aren't cutting off your internet.  But it is extremely deceptive.
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SonyaA

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heck they slow you down before you ever go over that amount I at times get speeds as slow as if not slower then 3G and never gone over once. Deprioritizing was not part of my package when I signed up since it was the most expensive package they had you were suppose to be first in line and others behind you. But they decided to change the package like they always do when they want you to go to a package that is worse and more expensive but promise you outstanding speeds that just dont happen 
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Lighthope

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As someone who is on HughesNet, let me tell you that things are no better over there.  I just read a post not one minute ago from someone who went over their limit and can barely do anything, let alone stream.

We're all having trouble with Google, Dropbox, YouTube, any streaming service, etc.

The grass is just as brown over there.

You have 150 gigs from ViaSat?  Stick with it!  This plague won't last forever, and people will be back to work and school.  But if you give up that 150 gig plan, it's gone for good.
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ExSatUser

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Yep. Shows a real dedication to customers that bought a plan with one set of terms and conditions that were later changed.
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Stephen Rice, Champion

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If you like your plan, you can keep it.
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SonyaA

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but we will make it so you cant actually use it but 20% of the time 
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H. Wordhouse

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You *can't* always keep your plan.  We moved and over the phone started a new service where they said we would have the very same 150Gb Freedom plan at our new residence but they were calling it something else.  Turns out they lied then refused to honor their word.  Now we pay as much money for less than half the service.  Viasat lies through their teeth, but there's nothing anyone will ever do about it.  We are rural and need internet, so it's the lying V, or nothing.
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ExSatUser

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If it is called something else, it wasn't the Freedom plan.

Of course by moving you would have had to get a new plan anyhow.

Too bad you didn't move to a house with hard wired internet.
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Stephen Rice, Champion

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I just found a pack of chocolate m&m candy in one of my MREs. I feel like I’ve just won the lottery.
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Keeter Norton

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Unfortunately, Ive been with viasat for as long as you have been. No changes or benefits for "loyal" customers. I cant complain as much, because i live in rural alaska. Sadly viasat is my only option up this way in the bush. For a little over a dollar a gig, thats cheap up this way. I wish theyd lift the cap on "unlimited", but hell will freeze over before that happens. Just my 2 cents. 
I hope all is well with our viasat family and friends.

Edit: Moment i post in the forums, i get booted outta my apps im using. LOL
(Edited)
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ExSatUser

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Not all "unlimited" cell service plans are created equal. 

I just did 90GB in 4 days (based on router usage).

No complaints from me ;)
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Old Labs

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As you always are tempted to say... Location, location, location - just like Viasat.
(Edited)
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Admiral Korbohuta

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I've been lucky so far on my Liberty Plan. Speeds have been good during the free zone and not too bad during the day. No complaints. I will say this though. My installer came by last week to move my dish due to trees starting to block the signal and he recommended switching to Viasat 2 and one of their "Unlimited" plans. He stated that his customers have been very happy with the performance on the new satellite. I thought about it, but declined. I'm reluctant to sigh a new contract right now.
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ExSatUser

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Location and plan. I was fortunate to get an "unmetered" plan when I could.

Now as long as my provider doesn't unilaterally change the terms and conditions of my current plan :).
(Edited)
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Old Labs

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Don't sign an agreement that let's them do just that whether or not you feel it's right for them to do that. When the spit hits the fan ethics matter little.
(Edited)
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H. Wordhouse

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Hey there!!!  ViaSat kicked me off of my 150GB Freedom Plan (by outright lying to me) and I'd love to fix that.  If you decide to drop your 150, I'd love to talk with you about swapping billing and moving it to my address instead.  We live very remotely, so satellite is our only source of connectivity and the 60 GB they're giving us now for the same money, isn't working.  Yes, the current sitch is faster while the 60 lasts, but we don't need fast.  We'd rather the bandwidth.  Consider it?
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Tonya Sumner

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I'm a viasat user for years and years now as well.  This working and college classes from home is hard for us.  I get the data caps and issues.  but don't see why i'm getting kicked off the internet 5-10 times+ per day - internet won't work for a period of time then its back.. they say "outage in my area".  As others have said, i'm glad I asked alot of questions before upgrading to the new plan.  you get less than half the data for $50 more per month plus new equipment charges.  AND a 2 year agreement.  I continue to hope that I have other choices before a 2 year agreement would be up because its horrible.  IT would be workable if we weren't getting constantly kicked off.  before all o this I was given a credit when this happened so call/chat every time and log it then as for a credit for X days.  I'm not at all happy with it... The hughes net packages in my area seem much worse and feedback I've gotten is not good..  HOpe this helps someone.

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Brad, Viasat Employee

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I'd fully recommend researching before pulling the trigger as you have done. 

As far as the booting off goes we might need to look at the connection if it's not data-related. Weather is a potential issue depending on your location  and where your uplink center is (could be in a different state) for example yesterday was super nice went for a bike ride, did some light garden work and this morning it dropped 50 degrees and snowing. I know the south has had a lot of rain but again that shouldn't be a long issue so something else could be happening. 
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Michael

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This throttling has been going on for over 6 months to a year, not just since this Corona Virus situation, it's just made this "service" almost unusable

I feel like it's the nineties again watching web pages slowly patchwork together .
This is way before the Corona Virus  situation. Walk away and make a sandwich it it's an HTTPS connection.

It's been bad since they changed our terms and conditions to say all of us "unlimited" customers could be throttled anytime day or night,

They neglected to say it would be throttled  all the time, so much for Priority Data , does it exist on this plan?  They throttle us 24/7 and we don't even get a download zone, but I hear even the DZ is almost unusable for downloads right now.

As far as Keeter in Alaska are you only getting 1Mbps downloads now ? How can you even get 150GB a month at that rate ? I'm in the same situation on the coast of Oregon and there aren't any except satellite. 

I happened to see an article that linked to Consumer reports  it's titled

"ISPs Raise Speeds and Suspend Data Caps in Response to the Coronavirus Pandemic

Nice to know some companies like ATT and Verizon aren't as heartless as Viasat/Excede  continues to be before and during this crisis, This crisis seems to bring out the better or worse in people, politicians, and companies.

Here's a link to the non heartless non greedy ISP's that exist if your lucky enough for access where you live.  Here's a link

https://www.consumerreports.org/internet-providers/isps-respond-to-coronavirus-raise-speeds-suspend-...

Was I surprised  Excede isn't on the list  HA!!

As a side note I sent 3 emails over 5 years trying to get a modem replacement as mine hasn't had any lights whatsoever for over 5 years , and I've been concerned about a fire hazard.as when they went out the lights or sockets made a burning smell. They didn't even respond. to any of the 3 emails. Many years ago I called and they said they can't send a replacement for  the non-light modem without a 100.00 on-site service call what a compassionate and concerned company this has become.

So does anyone have a plan or another Satellite ISP they are considering switching to ?

Since they are throttling "unlimited" customers till we switch or quit, is there anywhere else to go ?
Do other people get responses to their emails about equipment they are concerned about setting a fire ?

I really loved this company for the first 3-4 years and told many people about it.
Now that they did this Slumlord type pushing us off our  "unlimited' pain plan I just don't know why, didn't they add more satellites awhile back ? I guess that bandwidth is for new customers only.

The sad thing is most months I only use half of what is called "Priority" data  so but sometimes downloads new software etc. require a bigger allotment some months.
But I'm restricted to 1Mbps most all the time.

I guess it's about greed & profit.
Who cares about customer loyalty or rewarding long time customers.

Maybe the Excede/Viasat board of directors will be visited by spirits like Scrooge in "A Christmas Carol" and reconsider all this heartless treatment to their customers in such a horrible world wide humanitarian crisis.
I doubt it.

just my 2 cents

Michael

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Ian

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At least Viasat has been consistent in  saying they don't have the capacity to do so.
Right... all while signing up new customers on an already congested and operationally compromised satellite... 

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Old Labs

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Which is just the same as offering everyone increased speeds and suspended data caps right? But even I have raised that apparent contradiction elsewhere. They even let folks buy more. It appears Viasat is trying to get everyone on basically the same plan model (Liberty and Unlimited) whether through attrition and new customer acquisition or upgrade. It's much simpler to manage -  pay for x amount of "priority data" and after that all bets are off.

This thread is really about those legacy 150 GB plans that were neutered just a little over a year ago. That was Viasat's admission that those plans were never sustainable and offered before Viasat-2's chickens hatched.

Some of us even raised the question back when they were first offered. We'd been told for years Viasat didn't have sufficient bandwidth to support dramatically increased data usage thresholds of that magnitude. Where did all of the bandwidth come from to suddenly offer these plans just before Viasat-2 was placed into service even before it had reached its orbital position? The answer given was simple - we anticipate having the ability to offer better plans when Viasat-2 is operational.

Unfortunately Viasat (and HughesNet) are in  the position of having to manage that fixed capacity over the limited lifetime of its satellites and show a profit.
(Edited)
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SonyaA

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Michael your probably loved the company when it was Exede they did at least seem to try an attempt at customer service. Since the Viasat invasion they dont care which is going to screw them real soon as soon as Amazon and Starlink get things going. Only thing Viasat is going to have left is the airline service. Cause these low hanging sats will get better legacy and have got to be faster  
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Old Labs

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Except of course it's always been Viasat - Exede was a Viasat brand name not a company.
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Brad, Viasat Employee

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yep. My desk mug and paychecks have always said Viasat even though the product was Exede or Wildblue. A few years ago it just aligned together under one name and one less alien spokesperson.
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SonyaA

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I have been here since it was Wildblue and the sales tactics of OH you need to go on to our new and improved packages are BS. If your area is congested its congested no changing of plans will change that. If you cancel make sure to document everything you packing it up and handing it over at shipping place and be prepared to fight to get your money back when they charge you for what you just sent back. I have seen so many posts about them doing this. In fact when I cancel as soon as I get things settled with wireless I figure I will send it signature required so they cant say they didnt get it. I refuse at this point to keep playing their games I stil have my 150GB plan and will not move on to the plan they want that cost more and I get less. That would be stupid of me and just like above you see those that got talked into it saying they are getting the same crappy service just paying more for it and getting less. So your best if you stay with this company keep what you have. 
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Old Labs

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Not exactly what those who did change off of those legacy 150 gb plans have said.
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Old Labs

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Of course same here and was surprised to find they were offering Freedom that late in the game, I'm only advocating that folks check there options whatever they may be and make an informed decision rather than one based on emotion or misinformation and to be clear Wildblue was a separate company acquired by Viasat - but I don't miss it or that 30 day rolling cap! I actually switched plans and got more for less.
(Edited)
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ExSatUser

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But with the rolling 30 day cap at least you got unlimited on the 31st day of a month!
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GabeU, Champion

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A rolling 30 day cap?  
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Old Labs

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Yep hard to remember the details, but you got x amount down and x up depending on plan over any 30 day period. If you went over you were throttled and it truely was unusable on Wildblue - enough to check pop3 email with a desktop client andwould take a 1/2 hour if something was incoming.

Once you went over you had to drop down to 70% of your cap before you were unthrottled. Since the abnormal activity that caused you to go over was late in the cycle it usually took almost  month of essentially no use to break through 70%. Happened to me one time and only one time - painful and never wanted to experience it again. Basically the meter never really reset to zero - hence the rolling terminology. Once you got to 70% you only had a 30% cushion to work with and to drop further had to use less each day than the day 30 days prior to it to drop further.

Imagine the reaction to that from some of the newcomers here... 

Here's the gist of it from elsewhere (note what it was designed to prevent):
WildBlue gives the customer a specific number of Gigabytes that can be downloaded and uploaded in any given rolling 30 day period. For example, the Pro-Pak user is given a 17Gig, or 17,000MB download limit and a 5Gig, or 5,000MB upload limit. Should the customer exceed this limit they will be fapped. They will be throttled down to much slower speeds until they reach 70% of their rolling 30 day limit. A monthly limit was used for several months however some users would see that they had perhaps 8Gig of download bandwidth that they had not used on the 29th day. The user would then download everything and anything in order to get their monies worth and all use all of their allotted bandwidth. This created overuse of the system and causing slowdowns near the end of each month. By using a rolling Fap, if you use a large amount of your bandwidth on a given day and go over the limit set by your plan, you would have to wait until that day rolled out of the rolling 30 days. This has effectively stopped this type of use. Fap was designed to help all users to a equal amount of internet access.

(Edited)
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GabeU, Champion

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Wow.  I remember with my daily refill HughesNet plan it would drop to nearly nothing if you went over, and you often had to try numerous times to apply a token, if you had one, as it would time out most of the time.  And if you didn't have a token to use it was 24 hours before your speed would return to normal.  And if you tried to buy one... that was even worse than simply trying to use one.  It was trying to make a purchase while your speed was a fraction of dialup.  And to think that I was hesitant to upgrade to a 30 day plan because I theoretically use more data with my daily plan.  Once I upgraded I nearly kicked myself for not having done so sooner.  

Just 24 hours was bad enough.  I can't imagine having to deal with it for days.  Egad!!!  
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SonyaA

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Yeah back in the Wildblue days about all you could do was check email once you reached your 70% and I watched that meter like a hawk LOL but back then sites where not as big to load either. Ever since then I have ran flashblock and adblock still today because of it LOL. And I make sure to use ever bit of my 150gb I never go over though. I am checking some other options this month cause I keep two internet services since I need a connection all the time. Right now verizon unlimited jetpack and viasat I got a tmobile deal coming to test. If I can get two providers working even 3/4 of the time during the day viasat is gone. Wish Starlink and Amazon would get their behinds in gear. 
(Edited)
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Homeskillet

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My Red Wireless never drops no matter how bad the weather is and my signal strength definitely isn't the greatest.
(Edited)
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TheCatWillStrike

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I haven't really has much of a blow with my speeds. Still pretty consistent at 12Mbps with Freedom plan. Although in NY they are constantly expanding broadband here and there which pushes people off.
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ExSatUser

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I have heard that too. That is why I was curious. I think Verizon's version is very restrictive.
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GabeU, Champion

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I'm not exactly sure what kind it is, but I have AT&T 5G coverage here, though just barely.  It's a part of the Buffalo coverage area.  
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Michael

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Well It's gotten even worse was excited to see the new Logic Pro X 10.5. Went to update took 3 times. (see screen shots)
Then I went to launch Logic and it said I had to update from Mac OS X 10.14.1 to 10.14.6 to launch Logic. Well 3 more failed attempts to try and get the Software update directly from Apple.
Yesterdays speed test barely made it to 1Mbps  today it's the worst ever.  0.06 Mbps down and 0.00 up a brand new month and plenty of data available. 
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tim

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I've taken to just powering off the modem for long blocks just to save the electricity bill.  Because all it's doing is generating heat and sucking up energy.  It certainly isn't doing anything more than that right now.
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Michael

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Brad, Viasat Employee
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the 150GB plan change is well over a year old. We have let people stay grandfathered on with the warning that speeds will be affected.
Affected    ?   more like obliterated or  unusable how can 0.06 Mbps down and 0.00 up be considered affected  and not broken ?

Go ahead and preach the corporate line but this is absolutely unusable.  

Wouldn't it be great if your company  could somehow lift this self imposed killing off of a necessary utility.  

I don't think I can download 150GB in a year at this rate.

Maybe instead of defending this heartless approach of a necessary utility,  you might talk to your supervisors about offering us a break maybe let us be able to get 1,2, or 3 MBPS or something that is actually usable .

Your corporation turned off the bandwidth to their oldest and longest subscribers, this was horrible even before the Pandemic (1-2Mbps) now at 0.06 up and 0.00 up.  I hope they are paying you for your posts, because if there is Karma yours is going down. 

Even in a pandemic they still want to move us out of our "rent controlled apartments" like some Mobsters. And you Brad are taking the sides of the Mobsters and saying we deserve the water shut off and the trash not picked up, or we should move to a non rent controlled apartment owned by the same people so they can make more money ?

You might speak up for the customers throttled to the point of it being unusable, instead of sucking up to your "heartless corporate overlords"

Just my 2 cents but maybe they give you profit sharing, full-time employment with benefits, but my guess with this corporation you work 32 hours a week with no benefits.

Hey Brad from Viasat are you being paid to Post ?

How is your health insurance plan with this wonderful company you stand so firmly with ?

Do you have full-time employment ?   My guess is no but maybe if you post enough corporate-speak loyalty they will make you full time ?

Think about what you're posting and how it affects non Viasat employees, in the worst pandemic of our lives.

Mike
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