Viasat throttling while I have data, and now throttling out of "peak time"

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  • Problem
  • Updated 6 months ago
  • Acknowledged
  • (Edited)
So I had issues since install. My modem was authorized off site and the installer signed the contract before he arrived. I had tons of issues. I finally got those issues fixed and didn't have to talk to their garage tech support for 8 months. I could stream in and out of data no issues. February 2019 I start having issues regardless if I have data or not.

I made several calls with different excuses from both viasat and the install techs. I had my modem changed out in March still had issues was told they had to remove old accounts on the beam... Sun spots, space station... If they could make it up they did! Well it was a pointing issue my dish was not mounted securely again and the ground was bad again. This was fixed in May. When my data refreshed I disconnected several devices and used my hot spot. I compared data usage between the two. I noticed I was being throttled during peak hours with data. My data would cut in half at 5 then again at 830 to the point I couldn't use it. Tech support even admited I was being throttled and that they now throttle if you have data or not.

Now today I noticed out of peak hours I was slow extremely slow. And getting a router error and pointing error again. Called and went through 2 hours of trouble shooting to be told I'm being prioritized out of peak hours.... They do that now. So basically they are throttling 24/7 now. Worst service I've ever had.
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Ron Swanson

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  • Frustrated and mad

Posted 6 months ago

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ExSatUser

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Let me guess. 150GB plan?
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Will Seemore

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ExSat do you have ATT or Verizon or something else? I think I am done with my 6 month Verizon experiment all was well till the last month. I wonder if ATT is better, my nearest neighbor has it. It has to be a congestion issue and Verizon will not admit to it.

I was just checking into Hughes Net looks like in my area $99 set up, $14.99 a month equipment lease $69.99 a month for 20 GB with 50GB 2am-8am off peak bonus.
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ExSatUser

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Verizon. I am getting along okay with it. It is no worse than what Viasat was providing me. Lowe costs, lower latency, and I can do what I need.

Your Hughesnet cost looks similar to mine. What Viasat plan is available to you based on similar specs and what is the costs.
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Will Seemore

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Viasat doesn't offer anything close to what Hughes Net does here. The plans are now Bronze 12, Silver 12, and Gold 12 with priority data of 35,45,65 GB and prices of $100, $150, $200. I used to have Viasat 6 months ago, looks like that $60 plan with 12GB is no longer available. I am in Central Va on the I-95 corridor.

My Verizon has went to crap, but it still beats what I was getting with Viasat. I could not imagine paying more for Viasat with my past experience. If I can't work around my Verizon issues it will be on to ATT and then probably Hughes Net. I had ATT before and it wasn't even functional, but that was probably 4-5 years ago I tried it.
(Edited)
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aabbcc

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@Will
I know it could be congestion, but is it possible that it is due to a poorer signal because the leaves might be thicker now?  Do you have an antenna, have you tested closer to a tower?
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Will Seemore

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The trees leaved out in late February, early March my service took a dive in late April. I can still hit max speed here and there, but it is rare, common sense points to congestion.
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Diana, Viasat Employee

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Ron,  please send your email address for confirmation to viasatlistens@viasat.com.  We will make sure it is correct in our system and will verify it.  Have you checked your spam folder to see if it went there?

I'm glad to hear that you will be receiving a service call. The entire installation should be reviewed.
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Joseph Soane

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I couldn't agree more. I've tested a Verizon hot spot and it's a bit better at less than half the cost.  I'm going to cancel at the next billing cycle.

Thanks for letting us know it's happening to all of us.
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Ron Swanson

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Att has a 100 gig hot spot for 70 bucks a month. I've got 15 gigs on my phones and a tablet. I've been using the tablet a lot this month andim over the 15 gigs and I've yet to be slowed down.

I've been reading a lot of the posts on this board. It bothers me that so many people have similar issues and nothing is being done. Their BBB rating and the reviews there are extremely bad.

But being in a rural area choice is extremely limited. But that doesn't mean a company should abuse their customers. I understand the throttling but it doesn't have to be that severe. I remember a plan they had where when you got throttled you'd get slowed to dsl speed 3 to 6 megs. Which is enough to stream and I think that would be a fair throttle for unlimited customers. The throttle as it stands I can't load email, webpages, or anything. That's not unlimited if I'm unable to even do basic internet things. And now with daytime throttling it's not even worth trying to watch a movie it's like a stuttering VHS tape.
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Susan Kornblut

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I left Viasat because I was getting unusable internet from 5 pm to 12 am.I was a long time customer with them really never had any issues with the service until they sent out an email and started throttling.I switched to Att fixed wireless it works pretty good not as fast as my Viasat service was but no latency plus 4 times the data for half the price 60 dollars vs 120 with Viasat.I hated to leave them but it was just too pricey and we are trying to cut some costs.I had the old freedom 150 plan which they don't offer anymore.I think Viasat is more concerned about providing service to Airlines and cruise ships than to consumers.And I know this for a fact because I just returned from a cruise where viasat was the internet provider and also flew to Vancouver for this trip in which they were the Airline provider for Wifi.I think they are using most of their bandwith on Viasat 2 for this purpose and with the throttling getting people to leave them.Of course that is my opinion about it.We really do not have much of a choice in rural areas hoping 5g service will come here one day in the next few years.
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GabeU, Champion

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In this case, a radio signal is a radio signal in the same way that broccoli and an ice cream cone are both food.  Just because they're in the same category doesn't mean they work in the same way.  If that were the case, no one would have any cell signal issues, nor would a cell tower need to exist every few miles.  Conversely, you wouldn't be able to talk to someone in another country with your Ham radio.  
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Stephen Rice, Champion

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And how long have you been licensed by the FCC? I’ve had my license since January of 2017. KG5RMO
(Edited)
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ExSatUser

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Hope you wont be reported to the FCC like Viasat is!
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GabeU, Champion

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Edit:  Scratch that.  It's not worth it.  
(Edited)
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Stephen Rice, Champion

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To clarify, I was saying an HF signal is an HF signal. It doesn’t care if it is carrying voice or data. The distance capabilities of HF will be the same.

I wasn’t saying 7 MHz and 444 MHz are capable of traveling the same distances. Those are completely different frequency wavelengths. One is able to bounce of the atmosphere and another is not.
(Edited)
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Susan Kornblut

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They are different but you are wrong about 5g being deployed.I know for a fact that At and t is working on it in Florence Sc which is 25 miles from where I live sure the big cities will have it first then it will be built out to other areas .Also Space x and Amazon are both testing Leo internet and both plan to deploy thousands of these small satellites to give rural areas broadband so there will be another way to connect.Also my tech told me they are deploying 5g in my area in 2-3 years he knows that because he has been to meetings about it.You think he is making that up he is not!They can use the fixed wireless that I have to deploy it all they need is reconfigured network (infrastructure).Yes it will take a few years but it is going to happen.The 5 g that will be deployed in our area will be a low latency form its different.
(Edited)
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fmj77

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I think voice might still work on older phones. Data definitely will not.
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Jim16

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"Verizon showed millimeter wave 5G delivering 1Gbps at 3,000 feet from a cell site, a longer distance than was previously thought possible. Verizon may not have to put a 5G cell site every four blocks to provide high-speed coverage to homes."
(Edited)
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lorettalea

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I was reading an article about the 5G service that was rolled out in England. It was great but apparently uses A LOT of data really quickly.  People were complaining at ate up the data too fast.
So as Rosanna Rosannadana  says, 'It's Always Something'
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Jim16

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It doesn't use a lot of data.  The person uses more data because the speeds are faster and the user is able to view more content much faster. 
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ExSatUser

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Not to mention auto resolution for streaming. They might be watching in 4K vs. 1080 p.

5G doesn't cause more data, it is the usage habits that cause more data.
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TheCatWillStrike

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Welcome to the club