Viasat & Exede have me blocked on Facebook! I can't ask questions or complain anymore. Is anyone else blocked?

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I am not getting the service I pay for so I used to write and complain about it. Now they have me blocked on Facebook. I can no longer send a message when I have a problem or comment on their page. Is anyone else blocked? It sure would be nice to have an internet company that cared and did their best to work with their customers. I have been with Exede for about 4 years now waiting for better service. That is a long time to be kept waiting. I don't know what to do. My choices are Exede or Hughes Net. I did a speed test at speedtest.net...several actually at different times tonight and my highest DL was 7.75 and UPLoad 0.94. I have put up with this for several years now.....waiting for better service. I don't think it is ever going to happen with this company. I kinda want to upgrade but feel that I would still have too many problems. Has anyone upgraded to the unlimited plan that had problems before? I have the 10mbs plan right now and free time from 12-?6AM and pay $60 and change a month. 
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Patty Vaughan

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Posted 8 months ago

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Patty Vaughan

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PS: Even my free time is terrible 90% of the time. After midnight I need to watch work videos and other videos that I can't watch during the day and they don't play without stop and starting every few seconds. Maybe they (Exede/Viasat) are just trying to get rid of their old customers. idk :( 
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Patty Vaughan

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Also: I have been blocked for quite a while now. I can only call but most of my problems are late at night and really during the day. I have to unplug my modem or shut down and restart my PC every time I leave my computer for more than 1/2 an hour. It's is crazy :). 
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Stephen Rice, Champion

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You consider 7 mbps to be terrible? If the service is so horrible, you should have ditched Exede/Viasat after your contract was up two years ago.


I don't blame them for blocking you.
(Edited)
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Virgil Teffeteller

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That is awful easy to say when you have more options to choice from.He is probable in same boat I am in no other options to choice from.Oh you don't have to worry just as soon as soon as  something better comes alone I promise to leave you with my band width.Nothing more need to be said.
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James trent

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I got unlimited 12 silver package...mine is on and off so far all day every day..so pissed
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Jab

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Jab

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Have you tried: Viasat Internet mobile app

How do your signal stats look: Click Here

Are you using a router?

Is PC hooked direct to SB2 modem via Ethernet cable?
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David Ramos

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Thanks for the signal checker, I needed this. I have the unlimit 12 plan, I have had only 1 problem. Customer support was fantastic! Im running between 12 and 15 mbps. I should have cancelled verizon long ago. Sorry to hear everyone having problems. I cant complain
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Stephen Rice, Champion

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Nothing is wrong with her service. She has been complaining on Facebook so she could get extra data and credits to lower her bill. Viasat got tired of it and blocked her on Facebook so now she is here to complain.
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Brandon Fisher

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Wait they give out data and credits if you complain enough holy crap i need to get on that band wagon then. I would love free data with my already, wait..... Unlimited unthrottled data.......
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Stephen Rice, Champion

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She is complaining about 7 mbps down and 1 mbps up. Let that sink in before you start offering to help her.


Some DSL connections barely do 3 mbps down and 256k up.
(Edited)
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david, Champion

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Yea, I saw that. I was wondering what you could do at 12Mbps that you can't at 7.75Mbps with the 10 gig plan.
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Jab

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Blocking might be an IP issue, or user configuration issue.

Video buffering can be resolved via Download Manager.

Modem/PC issue might be on her side.  If using router with QOS engaged, this can cause slow speeds (aka buffering).

"Too many" rambling thoughts...
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Mark here

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I'd be very happy with that
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Deku (The #1 Hero Data Saver), Champion

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just so ya know :3 i have a program called IDM (a.k.a internet download management) and so far... ive bought the 1 year license thing and the 1 year was almost up... so ive bought the entire life time license :3 so whenever i go onto youtube the little thing pops up at the right hand corner of every video and says download video and it either gives me a choice of what format i want to download... (i always tend to download the 480p ones :3 ) BUT!!! youll have to install it to the google chrome or the sparrow browser or whatever web surfing ya do :3

BUT!!! the life time license is ONLY onto 1 computer... BUT!!! i know how to bypass that and get it onto MULTIPLY computers :3 BUT!!! here is the link if ya want to buy it :3 also... every website i go to always has that download video little thing at the right hand corner and you just click it and you can rename it as what you want... and itll download once downloaded you can go into your downloads folder and look for the folder video and click onto the folder video and play it :3 BUT!!! i use VLC which you can download also which is for free :3 to play your work videos (i tend to play all video formats onto VLC :3 cause its awesomeness!!! i even play my youtube videos, anime videos, how to videos, ect. ect. :3  )

HERE IS THE LINK TO THE IDM!!! (a.k.a internet download management :3 your gonna HAVE to buy the life time license just once AND ITS YOUR FOREVER!!! MAKE SURE DO NOT LOOSE THE LICENSE KEY NOR ANY OF THE INFORMATION THEY SEND YA VIA EMAIL!!! CAUSE THOSE ARE YOUR ONLY ACCESS FOR WHEN THEY SEND YA THE KEY FOR YOU TO PUT INTO THE KEY THING ONTO THE IDM!!!  )

https://www.internetdownloadmanager.com/

VLC VIDEO PLAYER!!! :3 (this is free :3  )

https://www.videolan.org/vlc/

HOPE IVE HELPED YA OUT ONTO THE VIDEO THING!!! :3

the other thing... i dont know how to help ya out... but you could email viasat though :3 (i forgots what there email address was to be honest DX  sorry ;-;   )
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Brandon Fisher

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I personally use Eagle get and the MEGAsync download agent i pay for Mega cloud service and eagle get does everything IDM does but its free.
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Dave Eicher

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Free zone time with 10 gig plan, 15.46 Download, 1.00 upload
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Jim16

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Not being able to stream at 7mbs is an issue on her end.  That's HD territory.  But she has probably left this forum and won't be helped. Only came to complain because she can't on Facebook anymore.  They have every right to ban people who contribute nothing to the conversation. ( uh, maybe I shouldn't have said that...)
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Gary

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If I could get 7Mbps down I would be so happy ... so very happy! ... from what I can tell, whatever the advertised speed you are paying for you should expect to get about 25-30% of that ...

Example: You have the Bronze 12 (up to 12Mbps down) ... you should expect around 3Mbps down
or if you have the 25Mbps down plan, then you should expect about 6-7Mbps down.

I have read hundreds of complaints on this website and if you throw out the ones saying that they are getting less than 1Mbps and the ones who are getting their full advertised speeds then 25-30% of advertised speed seems to be the standard.
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Stephen Rice, Champion

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You could try moving to Louisiana. The beam that covers the Baton Rouge area is awesome.
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Old Labs (VS1-329-L12FZ)

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Yes "up to" does indeed need to be clarified for new subscribers before they signup, as do the terms "unlimited data", data usage threshold and (de)prioritization.

Similarly the terms "Video Streaming at Small Screen Quality Typically 360p", "Video Streaming at DVD QualityTypically 480p" and "Video Streaming at HD Quality Typically 720p" deserve some further clarification also.

Beyond Stephen's recommendation (I may actually try that one provided he buys the first King Cake) there are some other things that could be checked (things that even phone suppoprt or many installers might not be aware of - the former's expertise typically rests with reading scripts while the latter's expertise generally rests with the modem and physical install althought there are some exceptions) - but good luck with those since you shouldn't be happy to rarely see 2-3 Mbps as best. I certainly wouldn't be (with the emphasis there on rarely). However, if you qualify that with rarely do I see better than 2-3 Mbps during prime time... welcome to the club but again some actions can be taken to make it a more usable experience during prime time.      

There is more for you to do including verifying what the technicians told you - but you'll need to seek that advice elsewhere than from an ass and a madman ;) 
(Edited)
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Jim16

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"but you'll need to seek that advice elsewhere than from an ass and a madman ;) "

That's too bad Gary.  That ass and mad man :) can be of great help to you if you want.  But all you want is to make up fake stats that show you have no clue.
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Stephen Rice, Champion

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Louisiana is a decent state. We have good food, nice people, and decent gun laws. It's still a relatively free country/state where I live. The only bad thing is our crooked politicians.
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Jim16

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I wish someone would block me on Facebook.  
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Stephen Rice, Champion

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I suppose I could send an email to viasatlistens@viasat.com to complain and get some sort of freebie, but honestly, I'm perfectly happy with what I have.

Unfortunately, the good people at Viasat corporate know I'm a happy customer since I brag on this forum all the time.

It would be an interesting experiment to email them, but we all know what would happen.  They would just send me a pack of bubble gum and recommend a movie such as "They Live".
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Jab

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She's not speaking...more like Dawn's rant
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Ron Frank

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I too have been with Exede 5 years or so.  I am on the same plan you are with the same issue.  From what I have been told STAY ON THE PLAN YOU HAVE until Viasat 2 is in full operation.  Cherish your 12 to 5 free zone.  My speeds drop drastically when school lets out.  In foul weather when everyone is indoors its ridiculous.  If I am restricted, my internet is not over 1 Mbps outside my free zone and is totally USELESS.

It frustrates me as well that I am paying for "high speed internet" and it works well, as long as everybody else isnt online at the time.  And it burns me that we on congested beams pay the same as customers on beams without issues, with a fraction of the service and/or quality.  It has given me a very poor opinion of Viasat/Exede that in years of dealing with this their only response has been "Viasat 2 is coming" Ive gotten no compensation, no explanation, and not even an apology,   Just keep paying your bill.
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Ronald Stricklin

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Yeah they tend to block for anything other than positive criticism. If you upgrade to the lowest unlimited plan you should expect that speed in about prime time hours.
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Old Labs (VS1-329-L12FZ)

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I suspect with tiered plans, it appears here that download speeds are proportional to your plan when congestion kicks in.

There's noting in writing that expressly states that and the question has been asked on numerous occasions with no real clarification provided by Viasat.
(Edited)
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Ron Frank

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I could care less if my "speed" is 5 or 200.  As it has been stated many times, you can do most anything at "up to 12 Mbps"  I am paying for "internet access" not "speed" my "problem" is the amount of time my beam is so congested that at times my internet is painfully slow, or not accessible at all.  I could care less if my speed is 3 Mbps.  I am sick of pages timing out or freezing IF my request transmits at all.

My problem with the "unlimited" plans is when the 150 "priority data" is used you get restricted "during heavy usage", what they dont tell you is on my heavily congested beam that is almost 24/7, and is usually below 1 Mbps.
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Jab

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RE: "in writing that expressly states"

Did you read David's blog, he's a DOCSIS geek:-)

So, the config file is sent to the modem, which includes download/upload specs.

Somehow, Cisco's QOS equipment is aware of users' speeds, and then applies Congestion Management when the time comes. But, each ISP can twitch the settings, as they see fit, if they can figure it out.

Needless to say, data types (VOIP, FTP, Video, etc) get prioritized, from "me first," to "you last."

Based upon that local cable provider, premium customers get better service, during congestion.  But, you could ask David at bottom of comment section, or direct via email. Ultimately, congestion is a shared experience, or rank ($$$) has its privileges.  Economically, an ISP's ARPU might increase with rank being a higher priority.

Tidbit I came across

DOCSIS 1.0 - QoS profile 5 corresponds to a service providing 256 Kbps in the downstream and 64 Kbps is the upstream.

I remember those "fast days," on a WISP provider.
(Edited)
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Old Labs (VS1-329-L12FZ)

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Unless David works or writes for Viasat he can't answer my question. It's a question regarding Viuasat's network mangement policy not the hardware/software capabilities - I know all those.

When simultaneous transmissions from multiple subscribers result in a total demand for capacity that exceeds exceeding that available on the network, the result is congestion.

The question is whether somebody paying for a higher "speed" plan receives higher priority than someone who does not when both have not exceeded their data usage threshold.

Conversely if both have exceeded their data usage threshold, does one receive higher priority over the other.

Obviously if one has and the other hasn't exceeded their data usage threshold, the answer is (or at least should be) obvious - although from the looks of things around here in this community that may not be so obvious.

When there's sufficient network capacity it's a non-issue.

It's really a question of what you're paying for when opting with a higher speed plan and that has never been made clear by Viasat since the introduction of higher "speeds" starting with the WiFi modem - being capable of higher speeds is of little use if the network capacity isn't there to begin with.

P.S. For me it's not an issue other than determining what the extra $$$ really buy me. The "speed" (a marketing misnomer since it's the theoretical maximum amount of data that can be transferred per second not how fast a bit is travelling) isn't the issue.

As best I can determine, the real difference between unlimited plans is the data usage threshold before (de)prioritization and the "speed" at which detected videos are throttled; however, simultaneous multiple activities (or multiple simulataneous users) may benefit from the increased "speed".

In fact, I recall numerous examples right here where folks upgrade to higher speed plans (at an extra cost for the Wifi Modem with speed boos) expecting that it would increase their speeds during prime time (after all I'm paying for higher speed) - needless to say it didn't. They proably did get some rocking "speeds" during the daytime - but of course weren't home to enjoy them. Any ISP (not just Viasat) touting bandwidth as speed is misleading it's subscribers. Folks would do well to determine how much "speed" they really need before assuming the more the better:

http://lmgtfy.com/?q=how+much+internet+speed+is+enough   

and opinion varies based on individual needs (the nerd wallet hit is probably the best for the layman and at least uses the proper metaphor from a quick review).
(Edited)
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Jab

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RE: Viasat's network management policy

Telephone users will most likely get FIFO service (First In First Out)...Their legal eagles then indicate Web browsing, etc....as a function of "fair share” of that capacity."

Cisco's equipment, when "fair shared" programmed for QOS, with stream rates being weighted,

LD 360p 4G Mobile @ H.264 main profile 700 kbps (6 MB/minute)
SD 480p WiFi @ H.264 main profile 1200 kbps (10 MB/minute)
HD 720p @ H.264 high profile 2500 kbps (20 MB/minute)
HD 1080p @ H.264 high profile 5000 kbps (35 MB/minute)

will  bump users downward, from their chosen plan, as congestion increases.  This is how it works on that small town cable system.  "Fair share" connotes all users will share the "pain," but in proportion to their plan's bit rate.  Rank has its privileges.

Viasat says, "If you have any questions about...Viasat’s network management practices, please...contact customer service at 1-855-463-9333."

And I say, programming CISCO's QOS is a skill, and requires a person's full undivided attention to get it right.  I would suspect SNAFUs are not uncommon....and then when programmed theoretically, Internet bottlenecks may screw the programming pooch.
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Brad, Viasat Employee

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Hi Patty 

Please call us at 855-463-9333 if you are having issues with the service or email viasatlistens@viasat.com

With that said 7mbps on a 12mbps plan isn't quite a concern as many activities can be done at that speed. Keep in mind that peak hours and some of the late night hours are busier times for our network and speeds usually dip during those times. Speed is never a guarantee as many factors such as network traffic, your connection, your equipment, the site you're going to, the host of the site, how many devices are connected, ect all can affect your speed hence why all ISPs post speeds as "up to". 
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Jab

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RE: " in 2012 viasat's product paled in comparison to these land based isp's."

Support your assertion...VS-1 came "online" then. I cited this: August 23, 2012 - Video streaming problems: Who's to blame, ISP or computer?

Now This: Jan 21, 2013  An obscenely slow Internet connection when you're paying for a fast one - Interronator is paying Time Warner for 20mbps Internet service, but is only getting about .7 (note the decimal point).

I believe your beef is about primetime...well in the rush hour, we have the

Righteous Brothers Edition

and the

Extreme road rage caught on camera

Major complaints I am aware of is related to streaming, not web browsing...during primetime hours.  Last I knew in most all beams, Viasat performs well in non-primetime hours.  Streaming is the issue, in primetime hours.
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Jab

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Footnote Jan 21, 2013  Almost no one gets the Internet performance that their ISP advertises.
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Ronald Stricklin

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Related to streaming? Interesting, so there goes that whole bit about the loss of net neutrality not changing anything... I wasn't complaining about primetime. Though its ridiculous when 2mpbs constitutes upto 25mbps in primetime, it's also ridiculous that out of primetime 12 or less often constitutes upto 25mbps on a wired connection. While, as your wisdom would provide, this is faster than dialup or sending smoke symbols, it is slower than the 12 mbps I got all day long on my liberty plan, my evolution plan, and all the prior plans I've had since 2012. Now it's fast than sending messages with a chalk board but it has a lesser QoS than it had when Viasat used to take pride in what it offered to customers. But you assume it's about primetime so insert reference about road rage. There's all the hype amounting to bunk.  There's the overall degradation of their custom service since 2012. Yes, it's true, they will never make me a speaker at Viasatcon 2018.
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Jab

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RE: "...loss of net neutrality..."

Read legal terms of service...FCC allowed:.

FCC Open Internet Order 2010 - The Open Internet Order "creates two classes of internet access, one for fixed-line providers and the other for the wireless Net."[1] These regulations adopt an aggressive net neutrality stance towards fixed line broadband providers but a more lenient approach towards wireless providers.

RE: "ridiculous when 2mpbs"

Read Viasat's legal....I most likely have a 2005 copy, but the fine print has indicated primetime slowdowns will exist.

It's not "ridiculous," as stated before, Viasat is attempting to bring a better service.  As since Wildblue days, it has slowly gotten better.  Streaming is what has created bottlenecks...it has gone ballistic...DirecTV/DISH/Youtube/Vimeo/, and many more options.

RE: road rage

Like I said, I do web browsing, email, during primetime mostly.  Vids mostly during LNFZ, or in non-primetime.  Expectations and reality are not always in sync, and those expecting upto speeds during primetime are Internet illiterate.

As noted before (above)

"However, during prime time (about 7PM to 11PM) I see very much lower speeds. Sometimes less than 100Mbps and very often less than 150Mbps, never goes up to 200Mbps."

25% to 50% speed reduction on a fast cable 200Mbps plan during primetime
(Edited)
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Ronald Stricklin

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Something about wildblue and things got better: I think that was covered under dial up being faster than smoke signals. Yes Viasat 1 is faster than the much older wildblue satellite. It is also faster than the other gen 3 satellites. Viasat is attempting to bring better quality? Interesting and in their efforts they have made things a worse quality in every single avenue of their business. I'm sorry but honestly I have to ignore the other apologetics with a TLDR since they really don't attempt to address anything I've said in any honest manner. Good day.

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