Viasat 2 speed concerns

  • 2
  • Problem
  • Updated 3 months ago
  • Acknowledged
  • (Edited)
Viasat 2 satellite...I was told by customer service reps and technicians that my speeds should never drop to less the 5mbps during peak hours and would get 14 -20 mbps all other times. I am on the new satellite. My service continually drops to below 0.2 mbps or disconnects entirely or totally reboots itself! I myself never signed an agreement, was never given one to read and have verbally been assured from several customer service techs that take the time to actually investigate that I should not ever experience this type of slow down as the new Viasat 2 satellite does not have periods of congestion’s! Yet I actually had a service tech on the phone tell me that it did not matter that I was on the Viasat 2 satellite that the satellite was congested. Even though my local service tech assured me that was not the case. Now, since I never signed an agreement, I will not be afraid to take Viasat to court to get the service I was informed I would receive. Please retrain your call centers or face a lot of bad publicity. Oh and tonight Alex in the Monterey Mexico call center actually disconnected me before I could take your survey.
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Debra Helton Weaver

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  • lied too and scammed

Posted 3 months ago

  • 2
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VeteranSatUser, Champion

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Good luck with all that. Too expect a guaranteed minimum speed on satellite internet? Not going to happen.
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Nathan Hart

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VS2 definitely has congestion. My beam was closed less then 10 weeks after being first opened.
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Oliver

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You e-signed an agreement when your service was installed.
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Debra Helton Weaver

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No...I didn’t ensign anything. I did not sign up through the website I called my local dealer who came to the house set me up did not request me to sign anything either on his tablet or physical paper. 2hen I go to my account to see my agreement there is no signature on it.
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GabeU, Champion

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Good luck with that.  As far as I know, legally speaking, use of the service constitutes an agreement, regardless of a signature.   
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Brad, Viasat Employee

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Hi Debra

Unfortunately speeds are not able to be guaranteed which is why the phrase "Up to" is used. A lot of factors like network traffic, browser,  devices connected, weather, signal could all affect the speeds. If you feel you're not getting the speeds warranted please email us at viasatlistens@viasat.com and we can see if there's an issue on our end that we can find.

In regard to an agreement absolutely no account will be set up without one so at some point you would have been electronically signed (typically at the service call)
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Debra Helton Weaver

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Tell me how I was electronically signed.....I did not sign up through the website and signed nothing on a tablet.
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Jim16

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Here we go again.  You agreed to the service when you let a guy come to your house and install all of the equipment.  He climbed onto your roof and came into your house.  If you didn't agree to the service than I suggest you call the police and tell them a burglar came to your house and LEFT hundreds of dollars worth of merchandise behind. 
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Brad, Viasat Employee

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I can take care of it if you email us Debra. please email viasatlistens@viasat.com. No other email will go to the corporate team
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Debra Helton Weaver

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FYI our local tech is great! He fixed the issue and we no longer have speed issues! He and the other techs in our area talk and they figured out the issue was caused ny the settings in the Viasat 2 modem! Once he changed the settings....NO MORE PROBLEMS!
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Jim16

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So now I guess you did agree to the contract? 
(Edited)
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Michael

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What's the fix?

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Debra Helton Weaver

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First picture. Wireless - a/n mixed. Auto 20Mhz 20 - 40 MHz
2nd picture wireless N only. Auto 20Mhz 20 - 40 mhz
(Edited)
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VeteranSatUser, Champion

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Why isnt the fix coming from Viasst engineers?
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Nathan Hart

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This fix makes no sense at all.
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VeteranSatUser, Champion

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Maybe because it isn't a fix?  Who knows!  Only time will tell.


Again, the engineers should ultimately figure out the solution and fix the problem for all!
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Stephen Rice, Champion

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Andy would tell us if he was still here.
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GabeU, Champion

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It's not really a fix, just a WiFi adjustment that helped an individual customer.  It would have no affect on overall service speed.  

In this particular case, the actual speed was there, but the connection method for the devices needed tweaking.