Unlimited plan not available to existing customers --- Unethical!!

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  • Problem
  • Updated 2 years ago
  • Acknowledged

I am an existing customer who has had Excede/Viasat Internet service for several years. I have been on the highest available plan in my area since I received the service. A new neighbor (50 ft away) moved in last month and signed up for Viasat internet service. They purchased the Silver 25 Unlimited plan. I called the Transitions department at Viasat this morning, and was told it is not available to me!! I have been waiting for an unlimited plan since day 1, but keep getting the run-around from Viasat saying it is not available in my area. Now, I am told that the unlimited plan was pulled last week due to 'high congestion.' Supposedly, the plans were offered since October, but the option to upgrade never showed up on my ‘dashboard’ as available. I think this is a disgraceful, unethical business practice to lure new customers with a cheaper unlimited plan, and not allow the existing customers to upgrade, even though we were told that we can upgrade at any time. Rest assured I will be looking for another option for my service, even if it costs more if this is the unethical business practices that Excede/Viasat are going to promote. 

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Angela Neal

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  • frustrated

Posted 2 years ago

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Tim Spake

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Totally agree with you.
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Stephen Rice, Champion

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There have been all sorts of problems with new plans not showing on the dashboard.


Go to Viasat.com and see what plans are available to new customers. You should see more plans than what you see in the dashboard.


Pick what you want and then send an email to Viasatlistens@viasat.com requesting to change to the new plan.

That email address goes straight to corporate. They can do a lot more for you than someone on the phone in a call center.
(Edited)
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Angela Neal

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@Stephen,
I sent the post to the email you suggested. We'll see if I get a response. I'm not holding my breath. In the meantime, I will be posting on every satellite review post I can find. 
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VeteranSatUser, Champion

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It has been posted numerous times on this site that there has been problems with the dashboard showing upgrade plan option and that you needed to contact them directly.
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J&J

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Angela Neal

In the meantime, I will be posting on every satellite review post I can find. 
So you're going to trash Viasat everywhere you can get into even if they supply what you want?  That's YOU not being ethical.
 
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Angela Neal

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Point taken. I will give them the opportunity to resolve the situation. 
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Tim Spake

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Good luck with that
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J&J

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Tim Spake

You don't give Viasat much incentive to improve on your problems, whatever they may be.  Keep throwing the slights and knocking Viasat, and maybe someday you'll get fed up and just leave so everybody else can live happily ever after.
 
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Tim Spake

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Thanks for telling me how to feel after 2+ years of terrible speeds and lies from customer no service. I see many other have the same issues so why not give a heads up. As you know there are very few options in rural areas so I am kinda stuck with Viasuck and Hughs.
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J&J

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If you want a personal, one-sided war with Viasat you must understand it is one where You can't win.  Your digs are not exactly influential but you derive some sort of satisfaction from doing them so have fun in the loop you have put yourself in.
 
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Jim16

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He has the same issues with Hughes.  That shows he is the problem.  Two different Sat. companies, two different dishes, two different trias, two different modems, one same person.  Another poor person who is "stuck" and can't improve his lot.  Fire Viasat if you are that pissed at them.
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Jim16

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He has the same issues with Hughes.  That shows he is the problem.  Two different Sat. companies, two different dishes, two different trias, two different modems, one same person.  Another poor person who is "stuck" and can't improve his lot.  Fire Viasat if you are that pissed at them.
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VeteranSatUser, Champion

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Reminds me of that quote from a movie awhile back... "this is the best bad option we got".

For those of us with only satellite internet as a viable internet option, Viasat is better than Hughesnet. I had them both, I should know.
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James Besser

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If people are un happy with viasat they have the right too vent with out being bashed .in other words move on.But not easy too do. they (viasat or Hughesnet ) 2 year deal So your at there mercy. So being people that ticks them off. Your stuck then you get mad. I understand. no matter were you go. might have the same old thing not happy
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slreid

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Everyone has a right to their opinion, your response should either be an attempt to help or if you can't manage that then get lost
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VeteranSatUser, Champion

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The 2 year contract could be eliminated with an installation fee. But that would be expensive upfront. Marketing.
(Edited)
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James Chambers

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you dont want unlimited, it slows down too much.
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Greg Ritz

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VeteranSat User: Saying Excede is better than Viasat because you had both is a large generality. For many people Viasat works well, but for some of us, Viasat was fraudulent in sales and does not work well due to local congestion issues. Hugesnet may be better depending upon the location. 
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Ronald Stricklin

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I'm not sure ethics are really a play here. Each beam on viasat 1 have different levels of congestion. Bandwidth is per beam and not shared in the way viasat 2 is/will be. They are working to get viasat 2 up and working. While their rollout has been extremely poor its mostly been due to unexpected malfunctions that have not been in their control. Ethically they have two sets of people to tend to. They have to tend to their customers but also have to tend to their shareholders. Where available they have expanded these plans to the benefit of shareholders (and some customers) and they lack the bandwidth they are trying to maintain a certain level of customer service. While your neighbor may have sold their capacity.
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Stephen Rice, Champion

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Any news yet about changing plans?  Has Viasat emailed you back?
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Angela Neal

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Update: Viasat emailed a response within 24 hours. To keep from being accused by some of 'trashing' Viasat, I have copied their responses verbatim. See for yourself:

V - "Thank you for reaching out to us.

I understand your frustration.  The Unlimited plans were available until recently.  As promotions change, plans are added and removed from availability.  Sometimes, not all plans are available to existing customers, and the opposite can be true at times as well.

You're correct, over the past few months, available plans have not been showing on the customer dashboard, an issue that is being worked on currently.  Information on available plans are always available by calling into Customer Care at 855-463-9333."

- At this point I indicated that the unlimited plans were still listed on the internet as available for my area code, but we were not allowed to upgrade as told by customer service. Also, we had several conversations over the phone with them and that it appeared these plans were not offered to existing customers by design, regardless of congestion or my 'dashboard not updating properly.' This was confirmed in the below reply.

V - "I am saying one of several ways customers can learn this information is not currently working.  The other paths, such as calling into Customer Care, are active.  As I stated, the team responsible for the customer dashboard is working on the issue.

There are currently different promotions available for existing customers vs new customersUnlimited plans are currently unavailable for existing customers."

- I responded back with a question as to whether existing customers were allowed to transfer to the unlimited plans during the period these plans were offered to new customers. I also asked for the contact information of someone in authority so I could discuss the situation. I have received no reply for 2 days, and don't expect to hear from them again. As you can see above, they were not trying to resolve the situation, only offer excuses. It is obvious to me that they used the unlimited plans to appeal to new customers without allowing existing customers in the exact same location to upgrade. This is directly against the information provided at sign-up when we were told that the unlimited plans were coming to our area, and we could upgrade soon. So you can call it what you want, but Viasat is certainly not being fair to their existing customers. Hughes doesn't appear to offer any better options presently for my area, but hopefully they don't purposely mislead their customers. If you think I'm the only one, check out the Better Business Bureau website showing "99% negative customer reviews." 

(Edited)
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GabeU, Champion

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Concerning your last sentence, people generally don't go to the BBB unless there's a problem, so the fact that it shows 99% negative customer reviews shouldn't surprise anyone.  

Do people go out of their way to write a review about a product when it works?  Not very often.

Do people go out of their way to write a review about a product when it's not working the way it should?  Very often.  
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J&J

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Angela Neal


There are currently different promotions available for existing customers vs new customers.  Unlimited plans are currently unavailable for existing customers."

This seems prudent.  Existing customers are on VS1 and it's resources are at their limit so adding more unlimited subs whether from existing or new customers would be detrimental to everyone.  New customers can be put on VS2 with unlimited plans as it's service area is expanded until fully available to everyone.  The "I want it now" crowd will just have to be patient.  Viasat obviously makes money from subscriptions so time is money, they're not sitting around doing nothing to get VS2 activated across the country.  This process takes time as there is no "master switch" that activates every zone at once on a satellite of that technical complexity.  VS2 is new, the communication links each must be established, tested, and released for service.  Here's the part you won't like:  You must be patient while this process is being completed.  When these links are activated both new and current subs will have the opportunity to utilizes VS2 for their service depending on the plan they select.  Some will subscribe initially on VS2 and some will migrate, relieving demand on VS1 allowing more unlimited plans for current subscribers.

 
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Tim Spake

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The "I want it now crowd" has waited long enough.
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J&J

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YOU are going to die of old-age waiting.
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VeteranSatUser, Champion

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So can you show me a new sub that get a on Viasat-2 for less than $150/month? Just curious as I don't see any indication that Viasat-2 is getting many subs right now. Otherwise, there would be a lot more activity on this board about it.
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Angela Neal

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Absolutely. The plan my neighbor got in January is called Unlimited Silver 25 on Viasat-2 for $70/mo and $100/mo after the first 3 months. The plan includes 25 Mbps speed and unlimited data. It's still offered on the exedespecials.com website. So yes, the options for new customers are cheaper than what I am paying for the same speed and limited data. You are correct, there should be a LOT more activity on this board about it. By having convenient problems such as 'dashboards not updating' and other misleading sales activity, I'm not surprised. It's also evident where the loyalties of some posters on this forum lie, and it's certainly not with the consumer. In fact, they sound almost word for word like the sales person I spoke with recently. Hmmm.....I hope they are paying well. Maybe we should all just act in a 'prudent' fashion and trust that one of these days Viasat will decide to treat us fairly. I think we would certainly die of old-age waiting.
(Edited)
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David Montgomery

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i pay $160 for unlimited..ouch..and its not so fast...in fact it can be turtle slow a lot of the times
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Matt B, Viasat Employee

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Angela,

exedespecials.com is operated by a local dealer, not by Viasat.  Any information you find there may be misleading or out of date, take it with a grain of salt.
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Steve Frederick-VS1/Beam314, Champion

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I am a consumer. I pay full price for my Viasat internet service, and it is great.
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VeteranSatUser, Champion

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I don't recall anybody getting on Viasat-2 in January, espcially since it wasn't open yet to consumer subs at that time.
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Old Labs (VS1-329-L12FZ)

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Something's not adding up here... look at the domain registration for exedespecials.com.

While it shows I can get an actual Viasat-2 unlimited plan - still not tempted to become a new old customer ;)
(Edited)