Viasat company abuses it's customers!

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Worse internet service and customer service I've ever seen in my life! The lies that were told by the rep blows my mind! Internet drops out every day, all day! So say top priority speed within the data package, the absolute worse, we were barely running at 1 mbps. As soon as Monday hits I'm calling BBB to file a fraur claim on Viasat. and contacting an attorney if they want to push the issue! I've had for a little over a month now, and have been calling since the first day! They don't answer calls, and when they do answer they are the worse! It must be a known thing around Viasat employees. The ladies latterly would muffle their voice to make it sound like the line was breaking up. Or there was connection problem and would hang up!! This is absolutely fraud at best! Complete pieces of s**t, and are extremely deceiving and nothing but liars! I've even contacted multiple people through chat, and they all give me the same BS to unplug the system, or pay the termination fee! I have everything written down and picture filed, for proof of internet speeds and drop offs, and everything recorded and screen shotted from talking to agents and everything they have been doing! I wish I would have read reviews. This company are frauds and will get reported!! Can get their piece of crap equipment out of my house as well!! The absolute worse people and company!! Lies on top of childish things they do! DO NOT EVEN CALL THESE FRAUDS. GO STRAIGHT TO HUGHES NET! THEY ARE IGNORANT, AND DECEITFUL! DON'T DO IT!
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gail

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  • beyond pissed off!

Posted 4 months ago

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Deku (The #1 Hero Data Saver), Champion

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WELP!!! it does say speeds UP TO and what they mean by speeds up to is... it is most likely SPEEDS UP TO BUT NOT GUARANTEED geez... and here you trying to sue viasat for something that they promised you speeds??? but yet... the rep did say speeds are UP TO... all reps always say that... oh and also... IF you was to pay the termination fee... THEN!!! I WISH YA GOOD LUCK onto taking it down by yourself :3 cause... the termination fee is i think... $300 and so... they will send ya a box through the mail :3 also ya have to take the equipment down BY YOURSELF :3 if i do remember correctly... they cant send out a tech... BUT!!! if they do... i think it will cost money for the tech to come out... or... ya gonna have to get someone to do it for ya :3 GOOD LUCK!!! :3

also... during the peek hours of 5pm to 2am... is when the speeds tend to get slow... cause everyone is online all at once :3 soooo i ummm... suggest you do your stuff during the hours of.... 8am to 4pm :3 cause that is when you will see more of ya speeds then :3

ALSO!!! if ya trying to stream videos... then... id suggest ya to ummm... download ya videos :3 and watch them later on during the night time :3 

also... id suggest you NOT to stream videos at night time either...

one more thing as a suggestion... i recommend ya to just do basic web surfing during the peek hours of 5pm to 2am :3 and wait till 3am or something to use your speeds better :3

P.S.!!! hope this information will help ya out :3
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gail

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Actually the rep never said speeds up to, she stated it would be priority speed at 12 mbps. And once the data limit was reached, it would be up to 12 mbps, and even then there would never be an issue with internet speed, such as streaming videos etc. Lies after lies. Also the agreement was 109.99 with the modem. Next thing I'm charged a completely different amount, never spoken about, breech of contract. The internet is crap, the reps are crap, everything about this company is crap! And then to muffle their voices, and play childrens games, unexscusable! The service never changed from the data package to no data, it was all the same, speed at 1 mbps, through anytime of the day, and same with no data left. I dont care how much someone sugar coats this company or their service, frauds at best!
(Edited)
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Tim Spake

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As you can see, Deku is a shill for Exede and is perfectly fine with their poor service to you and others. You are upset with lack of service yet its all on you according to the apologist/champions. Now be nice and stay up to 3:00AM to use the internet. I wish you all the best in your fight but it's simply not worth the time and expense and they know that.
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Stephen Rice, Champion

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1 mbps after using up all of your priority data sounds pretty good to me.
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gail

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It's understandable after using the priority data. But it's not when that's all it ever was when there was priority data, and that's even when the internet was actually working.
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Deku (The #1 Hero Data Saver), Champion

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ummm... imma guessing she probably stated this... priority speeds up to 12mbps... OR if ya have an record of the phone call of when you signed up... that stated she said that... then... i would like to listen to it... IF NOT!!! then... for all i know is that... your just trying to say priority speeds at 12mbps... INSTEAD of saying priority speeds up to 12mbps... if ya dont have the phone call recorded for when you signed up... then... i know the rep said priority speeds up to 12mbps... EVERY rep DOESNT say that at all when people sign up... or sometimes... the reps tend to re-word it differently... and so forth :3
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gail

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She absolutely did not say up to 12, she said at the liberty 50 package, it is priority speed at top speed, which is 12 mbps in my area, and between 3 and 6 was the free zone, no data usage. And after 5 if the lines would have traffic, then the speeds may have slow down, but I had nothing to worry about because they make sure the 30 and 50 data plan users are priority and get the fastest speeds above anyone else, and even if we ran out of data. That we'd still be great, and wouldn't have any problems streaming videos etc..blah blah blah. She also didnt speak English very well, not sure how she's going to use a language barrier excuse. SHE SAID WHAT SHE SAID! Along with multiple other reps. You must be one of the reps, although your English is way better then theirs, keep up the fight though, the company is crap, false marketing at best!
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gail

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Also still boggling over the "muffled voice" calls, I wonder if they put those in the pre written scripts for them as well!
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Deku (The #1 Hero Data Saver), Champion

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oh wow... imma always getting the term... "you must be one of the reps" i legit HATED when people tend to say that kinda stuff to me...i mean... COME ON!!! imma NOT an rep NOR an employee!!! imma just an a regular happy customer :3 and so being that stated therefore... I DO NOT I REPEAT!!! I DO NOT WORKS FOR VIASAT AT ALL!!! why is it that... people tend to ummm... oh i dont know... ALWAYS SAY IMMA ONE OF THOSE REPS OR PEOPLE WHO WORKS FOR VIASAT!!! ;-; i mean... come on... why is it that... i tend to always... get that term all the time... ;-; what am i??? am i cursed with the thing that the people think that imma rep for viasat!?!?!? oh well... i guess... me thing for saying stuff like a rep... i ummm... guess how people tend to think of how i am... BUT FOR REALS!!! IMMA JUST A CUSTOMER!!! ;-; WHY MUST EVERYONE OF YALL GUYS THINK IMMA ONE OF THE REPS FOR VIASAT!!! ;-; like for reals!!! i just dont get yalls onto this... i feel like... this is an a curse since ive been with viasat as an a happy customer... ;-; WELP!!! i guess... ummm... things cant be helped i guess... oh well...
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gail

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Well, as a "happy customer" you sure fight tooth and nail for this shitty company. More of a Viasat Rep tooth and nail kind of style. Every review and anything I have read about them on here, and every where else is terrible about Viasat! It is pretty terrible to see ample persons going through the same things, and more! Most. If not all are not even US citizens.or even located in the US.. so they don't care what they say or what they do to make a dollar, wonder how'd they feel if they were deceived and lied to, and then abused by someone. But karma has a way. That is why Better Business Bureau will be getting a call and I'll be filing a fraud complaint against the company, and any other company their modems, and tools come from. You get what you put out.
(Edited)
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J&J

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Gail you just have buyers remorse. It's just that simple.

I can't believe much of what you say because ViaSat lives and dies by the words "Up To."   The muffled voice thing is probably what really happens.  The first-line customer service is not in this country and is subject to the communication conditions wherever it is.  You must have thought speed slow-downs wouldn't be a problem and wouldn't happen often, if at all.  You were ill-prepared for what you got into and now fabricate your story to fit your own needs as a complaining customer. You are on a forum full of people who know exactly how ViaSat works and the different ways this service is affected by time, season, holidays, weather... all of it.  We KNOW how this system ticks and what you are describing would be the very first in the history of ViaSat to go the way you describe.  It is impractical and somewhat technically impossible for you to experience what you say is happening.  Clean up your story because right now it smells of total BS.  Your threats of contacting the BBB are not going to instill any sort of fear in the hearts of anybody here or at ViaSat because who's the BBB?  What can they do?  Maybe someone would stay away from a down-town muffler shop with a bad review, but ViaSat is subject to a diverse array of customer experiences and even people's conjured-up gripes like yours.

You may very well be experiencing service issues but coming here and attempting to Nuke ViaSat's name and business won't fly far.  Your attack is out of place since you have not made a simple description of your service problems seeking advice on how to obtain relief. This is, after all, the ViaSat forum, where people come for help and advice concerning ViaSat, not a place to lay the company to waste. If you had made a more respectable presentation we would have told you to send an email to viasatlistens@viasat.com to present your situation to the Corporate Viasat Social Care members for their action, and you can still do that, but I don't expect you will be well-received by them after the showing you made here.

A person like you needs a disclaimer: 

I am not an employee of ViaSat Inc. or any of it's subsidiaries or partner companies.  I am a paying customer with a standard ViaSat data plan.  My opinion is not necessarily shared by ViaSat Inc. nor should it be interpreted or construed as such.
  
 
 
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Steve Frederick-VS1/Beam314, Champion

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Gail, over 600,000 subscribers can't be wrong, they have Viasat and are happy customers. It is just that most of them don't come on this forum to say that everything is  working fine. I am one of those happy customers, for over 10 years, as is Deku, who do post on this  forum, and yesViasat is working fine for me, my speeds tend to drop during the evening hours, but my internet is still usable, and good enough to stream in HD video.

It appears that you are very upset at yourself for not doing any research into the product you were contemplating buying.
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Stephen Rice, Champion

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Just out of curiosity,  did you sign up directly with Viasat or did you sign up through someone like a dealer or one of the Facebook sales people?  Third party dealers and sales agents have been known to lie just to make a quick commision.  I'm not saying it is right, but it does happen and you can report something like this by sending an email to Viasatlistens@viasat.com.
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gail

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I signed up through direct tv. everything was taken care of and explained by her and said she was a direct line through viasat, and they were the only internet offered in our area, and explained all the services, etc, she put me on hold and had an agent from viasat go over all the info again, and schedule the service date. The lady with the direct tv stayed on the line, until we were done with that and then finished the account bundling with internet, and I was given a date for the television service then. I do not have buyers remorse which whatever the other person is saying. We need internet, we won't live like cavemen, and the kids start school soon
Which it will be needed for that as well a lot. The details I was told and given is not at all what we are receiving or have received. Everything stated is correct and straight forward. We have been getting the run around from this company from the beginning. And still am.
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Jason Meikrantz

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Ok so by now Gail you’ve probably realized that a closed company forum is designed to frustrate you. Of course this service is garbage I’d rather stand outside in an electrical storm with a tin can looking for signal. You’ve met all the players now the company champions who the second anyone has any bit of dissent run out to shout you out of the conversation. I whole heartedly endorse you to appropriate an attorney though they may not be interested. The real power is your states attorney general who would hold dominion over the fraud that hides in their verbiage. See if that helps. Just ignore or delete responses from anyone who has champion next to their name.
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GabeU, Champion

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This isn't a closed company forum.  
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Jim16

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Jason, If it was a closed forum Gail would not have been allowed to post here.  People rip Viasat all the time on this forum and Viasat allows all of it.  So your idea of a closed forum is pretty dumb.
(Edited)
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Stephen Rice, Champion

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Makes perfect sense now.  DirecTV lied to you, not Viasat.  You were signed up by a sales agent who's only goal was to make a commision.

Viasat is a great service to have, but may not live up to the expectations you were led to believe by DirecTV.  I would suggest sending that email to Viasatlistens@viasat.com to report what happened.  They can also assist in having your equipment serviced if there is something wrong with your installation.

You mentioned how great Hughestnet is in your original post.  I couldn't help but get a chuckle at that statement.  Have you read any of the comments on their message board?
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gail

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We had cox before this and lived in the city area. Recently moved to the country, deep country, and hughes net and viasat were the top two internet service providers here. I've never had hughes net, but I called them directly and the lady I spoke to for that company was very honest and upfront that the services or speed is not that great but would get us through web browsing, and such. I was going off of an honest company vs a dishonest company when I stated hughesnet. And oh yes, lol, I've heard a lot of negative things about hughesnet. We ended up choosing Viasat because the service was marketed well, a bit too well I'm clearly experiencing over the past month. I've called into viasat directly, multiple times and it says I'm 2 minutes in line, and then stay on the phone for an hour or so, until my hand either goes numb, or I have to get back to life. They reply in a chat, but then tell me to call technical support, and that they can't check speed during a data package, only when there is no data left. I've unplugged and plugged. And rebooted, etc so many times, it's become clock work throughout the days. When I did get two reps to answer from the company, after explaining my situation, they suddenly went muffled, and I'd keep telling them to speak up, or I couldn't hear, and then they'd hang up. This was almost a week a part this same pccurance happened. Two different people.
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gail

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She also told me my husband could play video games on the viasat internet service, and that it would be great for our home and could cover up to 6 televisions and the kids tablets with no problems, she made it sound so awesome! My husband tried playing that fortnight game, on the first day service was installed, the internet kicked off, and it would put him about 15 seconds behind in the game, that was a pretty hard hit, because we got the service mainly for that game play, and was told we'd have no problem at all, she even said they had speeds up to 25 but we could only get the speeds of 12 if we purchased the priority packages with the bundle package, and gaming would only work on the 50 plan. Every day has been pretty stressful. Me and my husband look at each other from across the living room and see whose going to go and reset the modem and do everything to try and get the network back up or get it too run a bit faster to load just enough to go a minute instead of reload every 10 seconds. The guy that came install it told us we would have no problems either, and that even though we used our data. That it's still unlimited and will still run at about 8 after, and just too update the ps4 during 3-6 because it would suck up a lot of data. Def cant play video games though, it struggles to run at 1 mbps, and kicks the network off.
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Stephen Rice, Champion

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Directv lied to you. You would have the exact same problems with games on Hughesnet as well.
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GabeU, Champion

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Yep.  And "up to 6 televisions and kids tablets with no problems"?  Maybe a couple at a given time.  It definitely sounds like DirecTV sold her a bill of goods, regardless of any problems.  
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gail

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We wouldn't have gotten any internet at that point though. I would have just used my phone as a mobile hotspot and paid the extra 20 a month. When I was told everything and that viasat was rated top provider with a plan coming at 100 GB soon and faster speeds and the game play, and priority speeds, we were sold.
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VeteranSatUser, Champion

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The hotspot will provide low latency for the games, but I am not sure how it will act after burning through GB's of data. In an area where a cell tower is congested, you will see similar slow performance.
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Deku (The #1 Hero Data Saver), Champion

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ummm... well for me... i tend to play fornite onto my nintendo switch :3 i mean... i dont play it that much... but...i play it sometimes :3 BUT!!! its aok with me :3 i dont have no problems on it with my nintendo switch :3 i even play splatoon 2 onto my nintendo switch :3 BOTH GAMES ARE AWESOMENESS!!! :D just to ummm... point that out there for anyone wants to know??? no??? ok!!! ill be quite now...
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gail

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He hooked up the ps4 directly with the internet cable from modem to see if that helped. And I still watched as he'd "glitch" and then the network error message would pop up. We dont have a Nintendo switch, so im not sure about that game play. But if one of the kids have their tablet on, we cant have anything on, because nothing loads, or reloads every 10 seconds, and this was with the 50 GB of data being available. I wonder if it is the area we live in....but the thing is, we should still receive a certain speed and network service to be able to use the internet without these complications. It makes the data packages obsolete, being it runs the same the entire time. Hopefully I get answers, and what not to everything. This situation has been completely upsetting, and anyone in my shoes would feel the same way. Hmm I've been blocked from participating in comments..
(Edited)
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Mohammad Hussein al-Baghdadi

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You sound like you might not be happy with Viasat.

Viasat and its paid minions seem to have intentionally given you false expectations so that you would sign up.

The lesson is not to believe anything that anyone in sales or marketing says about their product.

I hope you can resolve your issue with Viasat without it costing you any money.

Good luck.


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Jim16

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VeteranSatUser, Champion

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Tis the weekend!
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Deku (The #1 Hero Data Saver), Champion

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@VeteranSatUser TIS THE WEEKEND TO BE JOLLY FALALALA LALALAAAAA!!!!

OH XMAS TREE OH XMAS TREE OH HOW I LOVE YOU XMAS TREE!!! 

we wish you a marry xmas oh we wish you a marry xmas OH WE WISH YOU A MARRY XMAS AND A HAPPY NEW YEARS!!! :3

this is my own vierson of the we wish you a marry xmas...

we whip you a marry xmas oh we whip you a marry xmas OH WE WHIP YOU A MARRY XMAS AND A HAPPY NEW YEARS!!! :3

^^^^^^^^^^^^^^^^^^^
that is my OWN verison when i made up when i was younger :3 i dont know why... BUT I JUST DID!!! :l
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John Postizzi

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You just don't get it, do you Gail?
It is all your fault.
Your system is perfect and it is all in your mind.
How dare you expect even 1 mbps just because you saw an add that made you think you could get 12 mbps all the time.
And customer service. Did you actually think that they exist to help you. How childish.
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Jim16

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No, not her fault.  But her fault for coming here and throwing a tantrum because she didn't understand what she was getting.  If she came here asking for help, advice she would have gotten some very good responses. Coming here and emptying her diapers or threatening lawyers is the wrong way to solve life's problems.  
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Deku (The #1 Hero Data Saver), Champion

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hmmmm... WELP!!! for me... when it DOES come to eletronics... i tend to look up youtube videos of the reviews of the models and the system of the android tablet it runs... therefore... i tend to read reviews onto amazon and so forth :3 i mean... i do ALOTTA research... for the android tablet i want :3 BUT!!! i havent decided yet... cause ummm... imma getting an nintendo switch game for my switch which i already pre-ordered it this month... BUT!!! waiting for it to come out into august :3 the game is... dragon ball fighter Z AND I CANT WAIT FOR IT!!! :D BUT!!! it also comes with super saiyan god super saiyan... OR a short verison would be... super saiyan blue... WELP!!! it comes with ssgss goku and vegeta unlocked :3 and also... AN COOL BEANS ITTY BITTY BABY WABY DBZ GAME INTO JAPANESE!!! :D and its so CUTE!!! <3 

PLUS!!! same thing with internet OR cable tv or whatever the hoot it is... ALL ya have to do is... just do some research AND figure out how the satellite sends and recieves the signal :3 i mean... the satellite is OUT into outer space :3 sooo i think it takes about... was it... 22,000 miles or was it... 24,000 miles out into out space then comes back to earth AT THE SPEED OF THE YELLOW FLASH!!! :D just like naruto's dad... minato the yellow flash :3 cause... into the naruto shippuden series... the yellow flash is basically the speed of light :3 BUT!!! imma guessing... they put minato's nickname as THE YELLOW FLASH!!! :3 which is kinda a good nickname :3 and i get the name behind the meaning of it :3 so yeah :3
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Ron Frank

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I have always been told "up to speed" is 12, 25, 50 etc. but on the other hand they do say restricted speeds will be "slightly slower" and only during peak usage.  4 or 5 years ago my restricted speeds were the same as my priority data, between 2 and 7 Mbps.  I could use all my data and see no difference in service.  I had no issues online and was extremely happy, now when restricted I never see speeds above 1 outside my free zone.  Sometimes it is just painfully slow, and during peak hours it is useless altogether.  It is not deceptive sales tactics, it is a failure to realize, or understand that my area is so congested.  For several months they stopped taking new customers here completely, then around the VS2 launch they started another massive sales drive, it has gotten so much worse since its disgusting.
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Andy Schack

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I can tell everyone here that I have heard it all when it comes to what a sales rep will promise in order to get the sale. Some companies are worse than others, I can't really go more into specifics because I'm a dealer for all of them and I don't want to risk losing my dealership. We have people come by the store ranting and waving their arms frantically trying to imply that WE are responsible for the lies they were told by someone else. Erin tries to talk them off the ledge...me?.....I've eaten too many excrement sandwiches to care much anymore about hurting someone's feelings when they come in MY store acting like a child. I calmly look at them and say "you should have come here to inquire about getting service....you wouldn't have been lied to". They usually come back with "I didn't know you were here"...I then slam the door on them and reply "you sure didn't have a problem locating me when you had a problem". That usually stops them dead in their tracks and not only gets them off the ledge but makes them realize just how STUPID it is to walk in a business that you chose NOT to deal with and complain about the consequences of your actions. 

As to how I am handling all these issues lately with VS2 and the high price and slow service, let me put it this way.....I just recorded two new radio ads and I didn't even mention the word internet. Life's too short for this kind of stress. 

My rep tries to "fire me up" by talking about the wonders of VS3. I TRY to get him  to realize that VS3 is NOT the answer they think it is going to be. I told him that if it was up there right NOW and active AND that they didn't choose to play this small beam/large beam mess....that within a year they would see heavy congestion. He looked at me like I was crazy....I mean out of my mind NUTS. I told him that they were looking at usage through a corrupted lens. The look at CURRENT usage as a gauge of how much data a typical customer uses....that is incredibly naive. I told him that the typical customer only uses a certain amount of data NOW because that is all they CAN use due to slow speeds and congestion. IF.......IF they could use the internet the way they would LIKE to, they would see usage increase an average of 5 fold and that would be just for starters, it would steadily increase from then on. 

This is already too long of a post but I know that some of you like to hear about what goes on behind the scenes......2 1/2 yrs ago I went out to a Council meeting and everyone was scratching their heads trying to figure out why speeds had slowed down so much starting around the beginning of Jan. The customer count hadn't increased that much but the data used had gone off the charts. It was then that I realized that I had a perspective that no one sitting in these nice offices had....and could never have. I asked them "what event happens at the end of every year?". They just stared at me. "What holiday takes place each Dec?" I saw some eyes start lighting up...they were beginning to understand my point. The answer: Christmas. I told them that I and other dealers were installing systems for customers who never had a decent internet connection before....NOW all of a sudden they did. SINCE they did, you had a lot of internet dependent gifts be given. So while their customer count hadn't increased, the usage dang near doubled in some beams. 

Well that was 2 1/2 yrs ago, when apps updated maybe once every month or two, now they seem to want to update every other day. Other avenues for usage have increased just as rapidly. VS3 with its 1T throughput is going to help, it WILL be an improvement but it is NOT going to be this end-all solution everyone is thinking it is going to be. Hear me now, believe me later. 

Dang, I should have inserted an intermission in this sucker.

Andy
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VeteranSatUser, Champion

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I ran out of popcorn!

But they have always been behind that data 8 ball. Remember when Viasat-1 came out? The lowest plan was 7.5GB/month and NO free zone. That was in 2012! I had 17GB/month in 2006.

The funny thing is by 2016 I had 14GB/month on my mobile device and 10GB/month with Exede still. The onlysaving grace was the 5 hour free zone. Without it, I would have never got Exede to begin with.
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Steve Frederick-VS1/Beam314, Champion

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Great post Andy. Economics 101 teaches that demand will increase for a desired product as the supply increases.

We used to be limited to 10 GB a month. We learned to live with it. Now my limit has increased 15 fold. Yes I use more, but usually only in the range of 50 GB per month. I also retain my satellite TV provider for the entertainment side, and use my internet to stream movies and some sports. There are many who now, with these "unlimited" plans, have dropped the TV providers and stream everything. Viasat is still in the dark about what its subscribers are using the internet for these days.

And they are not aware that the kids in school, and the adults doing on line classes, are using up much larger chunks of data every day.

Time will tell if they will emerge from their plush offices and get a handle on what people are using their internet for these days.
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Brad, Viasat Employee

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Closing this post. Again a lot of this can be addressed if you email us at viasatlistens@viasat.com 

This conversation is no longer open for comments or replies.