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

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  • (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 3 months ago

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ExSatUser

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Let me guess. 150GB plan?
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Ron Swanson

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100 gig plan
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ggg rt

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Time to pay and bail out or get use to possibly greater detoriation in service.UNLESS as in my case their were no other providers in my area and I had to deal with anything I could get and at times could not check email.
(Edited)
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Ron Swanson

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We plan to move to some place that has had cable internet. My house is paid for but none of the major providers plan on coming into our town even though we have a 100 million dollar casino being built.

I called the Federal trade commission and they have several compliments agaist viasat but Everytime they move against them they rename and restructure the company. No unlimited plan in grandfathered into the changes they made since January.
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GabeU, Champion

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Renaming the company would have absolutely no bearing on complaints against them.  

Check your email.  You may have gotten one a few months ago in regard to the Unlimited Plans.  Basically, you had three choices.  Cancel without penalty, change plans, or deal with the speed issues with the current plan.  
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Ron Swanson

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Never got an email, ever from them not even for my bill
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Ron Swanson

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Could you post this email or link please?
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GabeU, Champion

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I don't have it.  It's not something I received.  Others did, though.  If you didn't get it your plan probably wasn't one of those involved.  
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Ron Swanson

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You have the 150 gig plan? I was just told I didnt get that email because it didn't apply to me... But my service has been garbage for months now.
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GabeU, Champion

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I could be wrong.  It may have only been the 150GB Unlimited plans that were involved.  It's been a while so my memory may not be correct on this.  
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Ron Swanson

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I called and asked, because I'd like to solve the issue.
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ExSatUser

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To my knowledge it only impacted some 150GB plans. What plan had the 100GB priority?
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Ron Swanson

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I have the 100 gig plan and in February it went to poopie. Regardless of data. Like I said in the op. They replaced the modem saying it was that. Then it was a pointing issue and they fixed that. But I still get my speed cut with data at the exact same times at night it comes back at 2. I called I was told and again 100 excuse another 30 off my bill. I've never had one issue during the day. Until today I two different errors and of course they would get the error then reboot and I would vanish. Pointing error twice again. And the router error which I was told by the nonenglish speaking tech I didn't have a router I had a modem a while triangle.... It takes a lot not to lose it on these people. I included a pic of error. That is still up. So after they couldn't figure it out they told me that I was being priortizing due to heavy traffic on a Tuesday morning and afternoon. School doesn't let out here till June 3rd and well you get it and that's when I got the 24/7 priortizing.... But I've never seen my contract change or my plan... I'm just super frustrated.
(Edited)
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ExSatUser

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So you are on Viasat-2?
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Ron Swanson

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I guess no one has been able to tell me anything. The company that fixed my orginal installed it said one of the satlite was damaged. I've saved all my texts with her and what's she's told me.

The orgianl installer came from another state and it was late in the afternoon. He used an old satlite I had on top of my house. Didn't put one up. Found out he athroized the modem at the last job he was at and signed the contracts he was in a pissy mood and I tried to ask him a question and he was gone. Took about 5 months to get that fixed and it kept saying I was using like 500 to 600 gigs a month and my ip would drop at random. I had to do a change of service to get with the local company. Who got it working. It worked fine for about 7 or 8 months. Then middle of February we where watching Netflix and it went to garbage. I checked to see if was out of data I wasn't. I called and it's been a constant issue and argument with them.

They told me a different story Everytime I called. I had a storm and my power was out for over 8 hours but somehow I used 32 gigs with no power.

Once the dish was repointed in May and things seemed normal again I started to really keep an eye on it. Because the woman who runs the company who did the install that they where changing the language from may to will slow your data down.

But I havn't seen that change yet. But she told me that at the end of April.

Just what I was told today is unacceptable and anyone who has called the tech number you might as well shoot your foot with a nail gun. I. Mean what's the point of the service if they are going to slow it down out of peak I mean it's 100% a waste.

Plus them thinking this is 2005 and people still have computers is ridiculous. I don't know
(Edited)
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ExSatUser

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A lot to digest there. An existing satellite dish was used? That doesnt make a lot of sense. Do you have a white triangle modem?
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Ron Swanson

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Yes I have a white triangle modem I'm on my second one. They just called me actually and sending a tech out because they say their is an issue. Because they can't see anything from my modem now. IE devices connected data usage.

So another 4 months of waiting for them to get it to work, I'm honestly thinking it would be easier to move than deal with this nonsense.
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ExSatUser

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So sounds like you are on the 100GB Viasat-2 Gold plan.. that is one of the best plans Viasat offers and it should work pretty well for you.

I would say based on all you described there are still issues with your installation.
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Stephen Rice, Champion

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These days it really doesn’t matter if you have priority data or not. There is no consistency anymore.
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ExSatUser

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Indeed. Hated when there was no rules anymore. Hard cap with a LNFZ was easy to understand and everyone knew the expectations. Another reason I left Viasat. One day it could work fine, the next day speeds in the tank. This was with 2.6GB in the cycle.

Change plans? To what? Pay more and get less? Who wants that!
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GabeU, Champion

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It's really too bad.  When I first started coming in here it was out of curiosity, and mainly to see what people thought of ViaSat, and people seemed to like it quite a bit, and maybe more than the competition.  

Granted, only a small number of subscribers post here, but so many posts about the same thing is at least somewhat indicative that things have "gone downhill" a bit.  :(  
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ExSatUser

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Appreciate your input Gabe as a Hughesnet customer.

Viasat has basically "priced themselves" out of my area. The price they are charging for what they are providing compared to Hughesnet isn't worth it. I just dont understand a company that doesnt want to be competitive to gain new customers and modifies plans to alienate existing customers.
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GabeU, Champion

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The prices have definitely gotten bad.  $200 for 12Mbps and 65GB before prioritization?  Eek!  No thanks.  

Actually, in my case it's even worse for the comparison, as where I am I qualify for a new NY state sponsored HughesNet plan.  It's basically the same plan I already have (20GB), but with 30GB more of Bonus Zone data (80GB vs 50GB), and a lower price ($60 vs $69.99).  And, though I'm not sure, I believe that there is no lease fee with this new plan, so no more $14.99 per month, either. 

I haven't switched to it due to having to go through the hassle of cancelling my present service and sending the equipment back, then for the new service having them reinstall the things I would have just sent back.  Plus, I'm a little nervous about starting something new, even if it is with the same company, on the same beam, and using the same equipment (just newer).  It works well for me now, and I could just see doing it, but having my speeds be slower for some reason.  So, even though I can save that money and get more data, I'm sticking with what I have, at least for now.  But, $25 less per month and 30GB more data is definitely tempting.  

It seems stupid to have to go through all of that, but because it's a NY sponsored plan it would have to be that way.  If they could just transfer the account it would be a no brainer.  I'd be calling today.  
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ExSatUser

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That's pretty good. For $100 I get 20GB anytime, 50GB off peak, and up to 25Mbps for $99/month at my location.

Viasat offers me 65GB priority, up to 12Mbps for $200/month.

A comparison shopper would be hard pressed to get Viasat right now in my area. And maybe they are fine with that.
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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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ExSatUser

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Because of the physical limitations of 5G, it being in rural areas is going to take more than a few years.
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Jim16

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I think rural areas will never see 5G.

"5G cell towers are telecommunications sites that could boost wireless signals by ten times the current speed of 4G. 5G operates in a high-frequency band of the wireless spectrum. Because high frequency waves have a harder time traveling over distance & through objects, the 5G network will be built on small cell site technology with antennas as close as 500 feet apart."

Related image
(Edited)
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Stephen Rice, Champion

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Not sure what you mean by high frequency not being able to travel distances.  In ham radio, we use HF to talk to people on the other side of the planet.
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GabeU, Champion

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While you're right, Stephen, HAM radio and Cellular signals are quite different.  
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Stephen Rice, Champion

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A radio signal is a radio signal.

High frequency (HF) is somewhere around 7 MHz.

Very high frequency (VHF) is around 144 MHz.

Ultra High Frequency (UHF) is around 444 MHz.

Jim must be talking about super doooper upper really high pie in the sky frequency and then some, not HF.
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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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Jim16

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With 5G antennas needing to be about 500 feet apart, there is no way people like me will see it.  Just like cable, they won't run hundreds of antennas to my house just for my $70 subscription. 
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fmj77

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Exactly. For us in the rural backcountry 5G will not make a difference. It will only be available in cities and towns.
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Steve Frederick-VS1/Beam314, Champion

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I only got 4GLTE 2 years ago. I don't expect any 5G in my area during my lifetime, but the again, I'm in my mid seventies already, just an old man and his cat living in the boonies of south central New York state.
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fmj77

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I can only get a 4G signal if I hike to the top of the mountain in front of my house. Even there speeds are so slow that many sites time out or take forever to load. 3G actually comes in better and I can sometimes get speeds in 0.5Mbps range. But CDMA is being phased out sometime this year or the next so I won't even have that.
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ExSatUser

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End of this year 3G is to be gone
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GabeU, Champion

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Guess my folks will have to ditch their old Samsung S150G Tracfone.  That ultra cheapo won't work anymore.  
(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