Viasat Vs. Hughesnet: My Experience

  • 3
  • Praise
  • Updated 2 months ago
So I just took the leap and signed up for Viasat after 2 years with Hughesnet. The last thing I wanted to do was sign another 2-year satellite internet contract but I still can't get other service and I tested out a neighbor's Viasat service and was impressed. Long story short, I'm happy with my new service so far.

Hughesnet was horrible. They lied to me about throttled speeds on the Gen5 sales call. Told me it would be up to 3 Mbps. Wrong. It never exceeded 1.4 Mbps and browsing during peak congestion (5pm - 12am) was like dialup or worse due to the ping and jitter lagging (whether throttled or full speed). I was throttled during the day, when I do most of my work from home and there is no congestion. Customer service refused to acknowledge that degradation of service was due to congestion and always required ridiculous procedures of testing speeds on a 3rd party platform and connected via ethernet. If you were throttled, forget getting help with your service's performance. Blaming my equipment when hundreds of customers complain about the exact same issues. Besides, downloading files was never the issue. It was website load times, constant delays with net handshakes, etc. 

Rant over. Viasat is consistently delivering more than the bandwidth allocated by my plan (Bronze is supposed to be 12Mbps, but usually tests around 17Mbps). Even during peak usage hours, it is delivering 10+Mbps. Streaming works better (although initial picture quality is lower than HN was but it soon clears up into good watchable quality). Websites load faster. Everything works like it seems it should and so far, the wifi router hasn't had any weird issues like the HN one did (random resets, loss of connection, DNS errors, web acceleration errors).

I'm paying $15/mo more than I was with Hughesnet but it is worth having usable internet all the time. Thanks Viasat. And to those who have complaints about Viasat-2 service: If your internet is working like mine, you don't know how good you have it until you've spent 2 years with Hughesnet! @GabeU and any other Hughesnet ppl on this forum, try out your competition and maybe you will stop evangelizing an inferior service and belittling upset HN customers over on that forum. Your awesome speed test results with HN are not the norm and I genuinely wonder if as evangelists, your traffic is prioritized like mine seemed to be anytime I complained enough.
Photo of Ian

Ian

  • 8 Posts
  • 2 Reply Likes

Posted 8 months ago

  • 3
Photo of Diana

Diana, Viasat Employee

  • 2327 Posts
  • 455 Reply Likes
Hello Ian,  It is refreshing and great to get a positive review of how Viasat-2 service is working for our customers.  Thank you so much for sharing your experience!  Diana
Photo of deb dour

deb dour

  • 2 Posts
  • 0 Reply Likes
that's great, I have had horrible service with Viasat...I am telling everyone not to use them.  It starts out ok, but it will get bad...just wait.  It is a warning.
Photo of Casual Observer

Casual Observer

  • 422 Posts
  • 436 Reply Likes
We have achieved parity.
Photo of Anniem05

Anniem05

  • 24 Posts
  • 3 Reply Likes
Question do I need a router with Viasat or is it built in?
Photo of Casual Observer

Casual Observer

  • 422 Posts
  • 436 Reply Likes
All plans are currently being marketed as having built-in WiFi - therefore built-in router.

Many long time subscribers however have opted to extend it with their own third party router since the Viasat modem/router only offers basic features.
(Edited)
Photo of GabeU

GabeU, Champion

  • 1669 Posts
  • 1014 Reply Likes
Elizabeth,

Sorry the issue couldn't be resolved, but I'm glad that you have ViaSat as an alternative.  Another HughesNet user just switched and, thus far, appears to be very pleased.  
Photo of GabeU

GabeU, Champion

  • 1669 Posts
  • 1014 Reply Likes
I don't belittle customers.  I refute nonsense.  Big difference.  I do, however, react to rants, raves and false accusations. 

If a customer needs help, or asks for help, I give it to the best of my ability, and reps pick up when and where I can't or don't have that ability.     

I have no reason to try the competition when my service works just fine for me.  
(Edited)
Photo of GabeU

GabeU, Champion

  • 1669 Posts
  • 1014 Reply Likes
Photo of Jim16

Jim16

  • 2412 Posts
  • 2138 Reply Likes
Now for the serious stuff.  Pineapple should NEVER be anywhere near a pizza.  Ever.
Photo of GabeU

GabeU, Champion

  • 1669 Posts
  • 1014 Reply Likes
Eh.  It's not that bad when the pizza has a sweeter type of sauce and when it has ham on it, as well.  And I would take pineapple on my pizza any day before BBQ sauce.  Now THAT'S a travesty!  But, to each his/her own.  People put just about anything you can think of on pizza these days, and the major chains often acquiesce to the more popular, but non-traditional, toppings.
(Edited)
Photo of Stephen Rice

Stephen Rice, Champion

  • 2647 Posts
  • 1378 Reply Likes
I get the crust smothered with garlic stuff to compliment the BBQ sauce and pineapple.

I just wish Pizza hut had an oregano topping to put on the pineapple. Domino's does but I like pizza hut better.
Photo of GabeU

GabeU, Champion

  • 1669 Posts
  • 1014 Reply Likes
I really liked Pizza Hut for a while.  When I lived in Hagerstown, MD I had one right down the street, and it was right around the time they they had come out with their "bigger, fresher toppings" campaign (late 90s to early 00s).  It was good.  But after a few years they went back to the same ole, same ole, and I lost interest.  The nearest Pizza Hut to me now is 20 miles away.  
Photo of fmj77

fmj77

  • 717 Posts
  • 438 Reply Likes
A couple of my co-workers switched to Viasat recently after being with HN for years. They are both very satisfied with their decision.
Photo of Jim16

Jim16

  • 2412 Posts
  • 2138 Reply Likes
Of course.  The difference in the two sat. services are probably not really worth arguing over.  The plans and data and free zones are just a personnel preference. 
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3170 Reply Likes
I was registered in the Hughesnet board at one time, but haven't been on there in years!
Photo of GabeU

GabeU, Champion

  • 1667 Posts
  • 1014 Reply Likes
Unfortunately, with the new boards, you have to be a customer to be able to create an account and post.  The advantage is that it cuts WAY down on trolling and spamming, but it's unfortunate in that prospective customers can't sign in and ask questions, which I think they should be able to do.  

I think we all feel nearly the same about GetSat, but anyone can get on this board and ask questions about ViaSat, which is good.

Edit:  I should add that I was only acknowledging the limitations of the HughesNet board and not at all suggesting that's the reason you haven't been on there in years.  LOL.  
(Edited)
Photo of GabeU

GabeU, Champion

  • 1667 Posts
  • 1014 Reply Likes
Of course.  The difference in the two sat. services are probably not really worth arguing over.  The plans and data and free zones are just a personnel preference. 
Agreed.  And the way I look at it, the better both services are the better the competition, and that's great for all of us.  
Photo of fmj77

fmj77

  • 717 Posts
  • 438 Reply Likes
The folks I know who have switched to Viasat from HN are mainly satisfied because of more data being available to them for a similar price. None of them have mentioned that performance is any different.
Photo of Ronald Stricklin

Ronald Stricklin

  • 321 Posts
  • 124 Reply Likes
Hughesnet customer service sucks. Viasat customer service sucks. As far as the service it will depend on the area you are in. Hughesnet uses more powerful compression technology. Viasat has more powerful satellites. Congestion can be and is a problem is some areas on both. Is this now the church of Viasat?
Photo of fmj77

fmj77

  • 658 Posts
  • 401 Reply Likes
I'm sort of kidding. She's an old friend who happens to be a dancer and we hung out tonight after not seeing each other for a while. Totally off topic, but oh well.
Photo of Stephen Rice

Stephen Rice, Champion

  • 2644 Posts
  • 1374 Reply Likes
Was she one of Mudd's women?
Photo of fmj77

fmj77

  • 658 Posts
  • 401 Reply Likes
I wish, though she does look like one of the girls on the new Star Trek Discovery series.
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3170 Reply Likes
The trouble with tribbles!
Photo of Jim16

Jim16

  • 2404 Posts
  • 2125 Reply Likes
"Totally off topic, but oh well."

I don't understand what you mean?....   :-)
(Edited)
Photo of Ian

Ian

  • 8 Posts
  • 2 Reply Likes
I would delete the above praise if I could. When I ran out of data my average speed was around 264kbps and rarely higher than 1 Mbps. The marketing language is thus misleading: "Once you exceed your data allotment we MAY prioritize other traffic over yours." Yeah right, more like "we'll throttle you to 200Kbps most of the time and 1 Mb for the rest." It also says that daytime speeds will not usually be affected. Again, yeah right they were most certainly affected. I learned my lesson. 40GB is a pretty large amount and if I'm careful, I can stay under it.

However, I'm now in my second month with a fresh 40GB of data to use and I haven't seen speeds improve much at all over the "de-prioritized" period. I just tested at 250Kbps (granted it is during peak time) but last month before I used up my data, I was getting 5 Mbps during peak hours. I haven't even seen that during the day since my data refreshed. What gives? 
Photo of Dina Hess

Dina Hess

  • 53 Posts
  • 25 Reply Likes
I'm frustrated as well. 350 kbps for me, right at the beginning of a new billing cycle with plenty of priority data left. 

I understand that it's 8:30pm, but service shouldn't be so slow that web pages time out instead of loading for someone with priority data remaining, not even during primetime.

Photo of Stephen Rice

Stephen Rice, Champion

  • 2648 Posts
  • 1378 Reply Likes
Using up your priority data makes a huge difference. I am on Liberty 12. I'm paying for 12 Gb of speeds up to 12 mbps. My current speed is 13 mbps.

I rarely go over my 12 gb of priority data thanks to the late night free zone. If I were out of data, my speed would be around 256 kbps tonight and up to 5 mbps during the early morning and day.
Photo of Dina Hess

Dina Hess

  • 53 Posts
  • 25 Reply Likes
Yes, we know that.

As Ian and I both said, neither of us is out of priority data.
Photo of Ian

Ian

  • 8 Posts
  • 2 Reply Likes
@VeteranSatUser, to be fair, Deliverance was Georgia... a few hours away. 

@fmj77, 9 miles into the woods from where I-26 crosses into Tenn. Technically the town of Marshall, north of Asheville. I'm in the back of a 200 acre cove, a 20 minute drive to civilization. I go to Avery county somewhat frequently. That's the true high country up your way.
Photo of fmj77

fmj77

  • 629 Posts
  • 386 Reply Likes
Your area is pretty nice as well, although I tend to avoid Asheville these days. It's become a little too "progressive" for my taste.
Photo of Ian

Ian

  • 8 Posts
  • 2 Reply Likes
Lol, fmj, I thought you liked freedom! But for real, the new age hippy thing is out of hand and part of the reason I moved from Asheville 45 minutes into the country.
(Edited)
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5062 Posts
  • 3123 Reply Likes
Boone is nothing like it use to be either. But I agree about Asheville.

Beautiful country though. In another month there will be fantastic scenery.
Photo of fmj77

fmj77

  • 629 Posts
  • 386 Reply Likes
Yeah. Boone has lost that small town atmosphere in the last 20 years or so. The growth of ASU is mostly to blame for that. But you can still drive a few miles from town and be in some pretty backwoods country.
Photo of DavidBrowserGuy

DavidBrowserGuy, Browser Expert

  • 123 Posts
  • 82 Reply Likes
Hi Ian, Glad to hear that you are happy with the web browsing speeds.  Are you using the Viasat Browser?  If not, give it a go.  Your web browsing will be even faster and it will be more private and use less data.  You can download it here:  https://browser.viasat.com 
Photo of Diana

Diana, Viasat Employee

  • 2327 Posts
  • 455 Reply Likes
Hello Elizabeth,  Gabe is correct about the DSS as being your account number.   I have removed that post as this is a public forum.  Have you resolved your issue? 
Photo of GabeU

GabeU, Champion

  • 1669 Posts
  • 1014 Reply Likes
Thanks, Diana.  :)   
Photo of Anniem05

Anniem05

  • 24 Posts
  • 3 Reply Likes
Thank you, forgot all about that in the heat of this situation. I’m having both computers wiped as we speak. Down to base factory and reloaded. Viasat is being installed Monday afternoon. Funny when I got to Best Buy I told them Office 365 hadn’t been installed correctly either and gave samples of what it was doing. They opened the software on their WiFi and it worked perfectly. Features were blocked here at house for me. This has been happening for a while as well. I would like to add that with Gen 5 the routers, 2 to be exact, are built into the box a 2 ghz and a 5 ghz. My PCs have a WiFi ready card or board in them that enable them to talk to the hughesnet router. When we upgraded to Gen5 we packed our router away. It was all hughesnet until you try to get their support because someone hacked or is using your time etc.....the guy last night needs to remember several things that he is in no position to make assumptions about someone’s financial status, he shouldn’t assume he is smarter than everyone else he might learn something sometimes, that the public he deals with are people’s spouses, mothers, fathers, grandparents, etc I would never go back to Hughesnet just because of his treatment of me. I would go dialup first. That bad. I was a loyal customer for a long time. Hughesnet has many fine employees they do not need that to represent them.
Photo of Kelly Warczinsky

Kelly Warczinsky

  • 1 Post
  • 0 Reply Likes
Hughes net before running out... Never above 4 Mbps download I've never seen even 1 Mbps upload always kbps
Photo of GabeU

GabeU, Champion

  • 1603 Posts
  • 951 Reply Likes
That's not really a speed test.  For a speed test you should try speedtest.net or testmy.net.  
Photo of Skip Bouvette

Skip Bouvette

  • 1 Post
  • 0 Reply Likes
Does anyone know it viastats wifi router has a open port to run an ethernet cable  for a extended wifi antenna. 
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5062 Posts
  • 3123 Reply Likes
Which one you asking about? Each has at least one port.