Well I have had my service since Saturday watched 12 hrs Netflix & my data is gone. Im very upset

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Well I have had my service since Saturday my daughter has watched 12 hrs of Netflix cartoons and my data is gone. This is bunch of crap crap especially since the installer and I talked alot about how how thats all I wanted the service for and that he said I would be extremly happy. I am very upset.
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Maria

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  • frustrated

Posted 8 months ago

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J&J

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I didn't like it when my car ran out of gas after going only 410 miles either.
 
I guess there's an established limit to everything, including priority data.
 
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Aut DC

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But when you claim that you offer unlimited internet, but you have a cap on said unlimited internet, that is NOT unlimited internet!!!  If you offer unlimited internet it should be, just that, UNLIMITED!!!!!  Considering I am paying almost 2 times what I would pay if I lived in the city and getting speeds that are CONSIDERABLY less, at least make it truly unlimited if you are boasting that! 
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yourguytim

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STOP WITH THE RUNNING OUT OF GAS BS. THIS SERCICE IS FULL OF GREEDY SCAMMERS.
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GabeU, Champion

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But when you claim that you offer unlimited internet, but you have a cap on said unlimited internet, that is NOT unlimited internet!!!
The service is not cut off when one reaches their plan's data threshold.  Therefore, the service is unlimited.  
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Al Santayos

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Seriously? I know we all have to read the fine print, but the service isn't unlimited if it slows to the point of being useless when the speeds are cut. I rarely go over my data, but when I do I basically have no service.
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Jim16

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Will there ever be a day when people will understand what "unlimited" means?
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Old Labs (VS1-329-L12FZ)

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Yes; however, it's also considered to be the often overlooked 8th Sign of the Apocalypse.

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Brian, Champion

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I too was surprised that after watching only seven episodes of Masters and Johnson I was out of data.

If you got 12 hours, it seems like it's working pretty well. Did you know you had a data cap? 
(Edited)
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Jim16

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What else were you out of.....
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FRED

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YES EVEN UNLIMITED DATA PLANS ARE LIMITED
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Vernon

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The data cap , is that per day ?
Thanks
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Old Labs (VS1-329-L12FZ)

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Monthly

Unlimited plans have a data usage threshold after which:
...we may prioritize your data behind other customers during network congestion.
Liberty Plans have a priority data threshold after which your speeds will be both throttled and your data is prioritized behind other customers during network congestion.


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Aut DC

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My experience is there is no unlimited, it is basically the exact same as it was before they started boasting unlimited. Once we hit 150 GB, our internet is basically non-existent until the next month!!!  Less than dial-up speeds!!! Sorry, but that is NOT unlimited internet, no matter how you toss it, you can maybe check email, that is all at less than dial-up speeds. Half the time, I can't even do that, I have to tether my cell phone the rest of the month to do anything.
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yourguytim

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It should be unlimited if these guys wanted to be a good service.
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GabeU, Champion

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It should be unlimited if these guys wanted to be a good service.
Should, and what's possible, are entirely different things.  ViaSat won't offer what they can't support, and unlimited service without any restrictions of any sort is an impossibility.   The infrastructure can't support it.  

If ViaSat, or their direct competition, could offer service that directly competes with ground based service, they would.   But, while ground based services like cable and fiber have multiple 20 lane super highways for traffic, ViaSat has a two lane country road.  Their road can't support the traffic of the former, so they can't offer service that supports the digital traffic of those ground based services.  
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GabeU, Champion

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It should be unlimited if these guys wanted to be a good service.
Should, and what's possible, are entirely different things.  ViaSat won't offer what they can't support, and unlimited service without any restrictions of any sort is an impossibility.   The infrastructure can't support it.  

If ViaSat, or their direct competition, could offer service that directly competes with ground based service, they would.   But, while ground based services like cable and fiber have multiple 20 lane super highways for traffic, ViaSat has a two lane country road.  Their road can't support the traffic of the former, so they can't offer service that supports the digital traffic of those ground based services.  
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Diana, Viasat Employee

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Hello Maria,  Please send your account and contact information to viasatlistens@viasat.com with your account and contact information.  I'd like to see what plan you are on.
Here are some tips regarding data usage -

Streaming and downloading video consumes more data than almost any other online activity. Pass that fact along to other users on your home network, then go one step further and install a Flash blocker on your browser to prevent the video from loading automatically. 
(Edited)
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Tim Spake

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Two more years, 2 more years
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Jim16

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We can't wait.

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Jim16

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Tim, 6 months ago you posted:   "They have I counted my money for 2 years now and not provided a service that was advertised."  And now you just posted  "2 more years".

You hate Viasat  so much that you are going to  stay with them for over 4.5 years. 

(Edited)
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yourguytim

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He speaking for Maria dipstick
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Annette Irving

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I have been with them for years and i have gotten tired of not having data. Three days after my service renewed its gone i pay $140.59 a month that's to much to not have data after 2 or 3 days. Soon as i find something better I'm done with them.
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David Ramos

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I understand your being upset, netflix streams at ultra high definition by default

Go into netflix setting and change that to 480p it saves a lot of data. As I found out sat. Internet is very different from broadband , I wish you luck in fixing your problem
(Edited)
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Stephen Rice, Champion

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Unfortunately this sounds like another case of an uninformed customer. The customer probably didn't understand how data caps work, and the seller probably told a bunch of lies to get a commission.

This is why I can't stand seeing dealers advertise on Facebook. They tell all sorts of lies and even bribe people with $20 Wal-Mart gift cards to sign up.

Viasat is an amazing company with amazing technology however it isn't the same as land based DSL or cable internet. If you understand how the plans work, and have a little technical know how you can really do some amazing stuff. I used 280 GB last month and only 10.5 gb of that was from my 12 gb priority data. Unfortunately, most customers aren't technical enough to adjust their usage like I do.

I miss the good old days when you had to be a nerd to even know how to use a computer. Long gone are the good old days of DOS based Prodigy, bulletin board systems and dial-up modems.

My dad is showing the early signs of going senile (no disrespect, he is 78 and has all sorts of health problems) and even he uses technology, and is far from being a nerd. He just got one of those super computers that fits in his pocket, and amazingly it's so simple even he can use it. He checks email, plays on YouTube and he is happy.

Back in the day you had to know DOS or basic just to load a program.

Consumers like my dad (I'm not saying that is the original posters situation) really have no way of understanding all this stuff when it comes to data usage. They just want to turn it on and see it work.

Fortunately Viasat 2 is slowly rolling out. Hopefully we will see more unlimited plans and less congestion as it goes live.
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Brian, Champion

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Sometimes I miss the control and access DOS allowed.
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Stephen Rice, Champion

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The ability to boot up a Windows 9x computer with a DOS based floppy was sometimes the only way to repair a computer.
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wm4bama, Champion

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"I miss the good old days when you had to be a nerd to even know how to use a computer. Long gone are the good old days of DOS based Prodigy, bulletin board systems and dial-up modems. "

Well, you struck a history lesson for many of us "old pharts" ☺☺☺  Back then we were known as Sysops.

In the late 70's and early 80's I had built my own DOS computer using S-100 bus and the CP/M operating system...I lived in San Jose, Ca. and ran my BBS called "Potpourri"..using dial-up modems first at 300 baud and over time it was using 9600 baud modems..  Along with Irv Hoff and Ward Christenson we developed BBS software and released it into the public domain...never charged a dime...programs like "BYE" and "Modem-7" were the basic tools needed to run a BBS or for users to access them..

Everyone was invited to improve the software (source code was always released along with the compiled/assembled run-time programs) and return it to us for a review and formal release...in other words, we invited folks to take a "hack" at improving or adding new features to the software...that was back in the day when a "hacker" was a good person simply honing their skills at programming...Our programs were written mostly in assembly language to reduce the size of the running module...we did later on use a little bit of Microsoft Basic to compile some programs..

Totally different world now with large corporations owning most of the software we use and we are charged $$'s to use most of those programs, although there is a lot of useful "free" programs to choose from..

OK, History lesson is now over...☺☺☺☺
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James Besser

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I had WEBTV liked it then msn took it over wasn't the same had it from day one also had a pc the good old days
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Aut DC

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The unlimited plans are not unlimited. They, too, have data caps!!!!  
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yourguytim

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Aut DC unlimited doesn’t mean unlimited? So does that mean an item from Safeway can say it’s $4 but its actually $20? Why do they call it unlimited If it ain’t unlimited.
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James Besser

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Be 71 soon but have all my marbles still 78 not that old
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yourguytim

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Huh?
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James Besser

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Somebody was talking about there 78 old dad
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VeteranSatUser, Champion

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There is no reason to berate and make fun of a new customer that didn't understand. Buying the wrong plan and not understanding how data gets ate up is most likely the cause, but be a little courteous.
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Stephen Rice, Champion

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I'm not making fun of the new customer.  I was simply saying most people aren't technical and it doesn't make things any better when dealers tell lies to make a commission.
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VeteranSatUser, Champion

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My comment wasn't directed at you Stephen. You were actually very courteous and I agree with what you said.

Some others though...it gets old.
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Stephen Rice, Champion

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I'd be willing to bet the average consumer doesn't even know what ram or a hard drive is. Yet, we are all guilty of assuming they should know all these terms.

There really needs to be some sort of tutorial for people to go through before they sign up for service so they know how things work and what to expect.  

I know it sounds ridiculous, but it could really save a lot of frustration for less technical customers.

A tutorial would be something official from Viasat that wouldn't tell any lies.  Unlike these sellers who will promise you the world just to make a commission.
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VeteranSatUser, Champion

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That is why selling "unlimited" plans is so misleading. I don't blame Viasat, because all the providers are doing it, but that still doesn't make it right!
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Stephen Rice, Champion

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I couldn't agree more.  I've got four phones with "unlimited" data from Cricket (AT&T subsidiary) for $100 a month.  The fine print mentions that speeds "may" slow down after using 22 gb per line. 

From what I've read online, speeds are pretty hit or miss after using 22 gb.  I don't use that much in a month on my phone, so I should be good.  Regardless, 22 gb a month, for $25 per line is an amazing bargain.
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VeteranSatUser, Champion

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It's no different than a Viasat beam. If you are banging off a tower with little activity, you should get good speeds even over 22GB of usage. But if the tower is busy, watch out! I mean I have been in arenas and stadiums where the local tower is overloaded and 4G won't even work.
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Stephen Rice, Champion

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Stadiums were a joke for me with T Mobile (Metro PCS).

I'm curious to see if things are any better with Cricket (AT&T). Of course, real AT&T customers get priority and then Cricket customers get whatever is left over.

I'm paying for up to 3 mbps and so far speeds have been very close to that every time I run a speed test.
(Edited)
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johnny c

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Those that have cable, Fios etc., don't really have a learning curve.  They click on their browser and then they do what they want to, when they want to, and for as long as they want to without data or speed concerns

The have no data caps, speeds that are off the chart, they look at Amazon Prime, Netflex, Apple TV, etc, naturally using the internet for all of their social, business needs and as their source for viewing TV, movies etc.

Next time you talk to one of your friends that has cable or FIOS, ask them how much data they used last month.   Or ask them what is their resolution on Net flicks, 320, 480, 720. They'll probably look at you like you have two heads, they have no idea and could care less. What they do know it is HD, on demand, and operates without any delay (buffering) etc.

So new Sat subscribers are entering a new world, VPN's, flash blockers, Free Zones, slow speeds, Gigabytes, Mbps, weather related outages etc.

Few new subscribers really understand the world of SAT internet etc.

Yes buyer beware, do your homework etc, are all catch phrases that apply, but with a good, honest broker, sales person their expectations can be adjusted and they should understand the limitations of SAT prior to signing on the dotted line.

But i don't think that the reality and limitations are discussed in enough detail.  The broker wants to sell the service and while i think it would show integrity, good stewardship towards others to discuss these limitations, I'm afraid these things are not discussed or explained very well and a somewhat naive new customer, with no other real choice, becomes disenchanted, frustrated and upset.


The broker/installer/seller should take the time to really explain sat ISP service before the customer signs up, because it is the right thing to do and remember the potential customer really has no alternative anyway.

We all see the signs around, Super Fast Sat Internet service call .............., not really super fast, but at least we have a basic service.  

Upfront honesty, should help adjust a new customer's expectations and somewhat prepare them for Sat ISP..

Will they be satisfied, probably not. :(
(Edited)
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VinylHanger

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This post is probably the best one to explain the major difference between the two services.  I know when we had dsl at 12 mbps, we never even gave a thought to our usage, or if we left it streaming while we went to the store, etc.  We just clicked on Netflix and watched it.

Maria, there are ways around your problem.  Download the shows you want to watch during the free pass at night while you sleep, then she can watch them during the day if you plug your tablet into the TV.  There are also wireless ways to cast it to your TV that work fairly well.

We have 150 gigs of data and I still do this when I have access to unlimited wi-fi around town or on a jobsite.  We are capped at 480p, which also saves a ton of data.  I stream maybe 3-4 hours a night for 4-5 days a week, while my wife does the same and we usually have just enough data to get through.

I realize that 150 is a lot more than 12, but the point is you can save a ton of data with the extender and downloading ahead of time.  I've had 15 or 20 shows on my phone at a time.  The bonus is they can be downloaded in HD, so I get to watch it on the big screen in HD and use zero data.

One question I have is I don't understand how you pay 140 dollars for such little data?  Our installs have been free and 140 bucks should be a large(ish) data cap.   What plan are you one.  This might let us help you a bit more.

You also said you had two options.  If those were two options for service, to be honest, and I am sure i speak for nearly all of us here, Viasat is the last resort for service.  It is a great service, with a few issues that would drive a city dweller mad.  We all live with it and personally I am pretty satisfied most of the time.  Compared to 4 or 5 years ago, it has gotten light years better. Bad, disconnected pun intended.

Anyway, what was the other option you had?
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Maria

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in the other option was Hughes net and I have friends who locked into Hughes Net and said the service is terrible. I don't pay $140 that was someone else commenting I believe I think my bill will be about $50 month. Funny thing is the kids listened to Pandora on the tv all weekend while we painted and such. Your downloading idea is kind of what I did this weekend. I downloaded 8-10 of her shows while I was in town and she watched them on her IPAD. Im meeting direct tv today at noon so some of the problem will be solved she will get her tv.

  Thanks for your advise it much appreciated

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John

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Maria - This is all good advice here.  By the way, you made the best choice with ViaSat.
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Stephen Rice, Champion

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New customers understand things like, save $10 a month.
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Maria

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No I was trying to get service for my little girl and the installer and the tech on the phone straight up lied telling me Oh well you just need it to stream Netflix well you will probably save on Gb per month if only using for that bunch of lies. So maybe I didn't understand what 12GB meant I asked questions when ordering and was lied to. I didn't just get on there and say hey I might save $10 going with them no Im not a wifi junky I don't play on computers I don't game I do what I need to at work and home life is free of all that junk but my 4 year old enjoys Netflix and living in a rural area I had 2 option these people and one other it was a toss up but if they hadn't lied by telling me that since I was only going to stream Netflix that I would have plenty of GB I never would have went thru it. Not sure Stephen if you are in a rural area but if you ever do maybe you will understand better. When in the country you dont have all the choices the rest have!


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Steve Frederick-VS1/Beam314, Champion

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Maria, streaming in HD will consume 2 to 3 GB per hour. That 12 GB will allow about 6 hours at best. If you can change the Netflix resolution to SD, 480P, that will let your daughter to watch closer to 24 hours of streaming. If your plan has the Video Extender option, you should turn that to the ON position, it will limit streaming to 480P. The other option might be to switch to a higher GB plan, if that will fit within your budget.
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Stephen Rice, Champion

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I understand the limited options for rural customers. I am in the same boat. I wasn't saying you switched to save $10 but you would be surprised at how many people live in big cities that switch to Viasat yo save a few dollars because a dealer lied to them.

Ultimately, complaints like this happen because dealers lie to make a commission.

It sounds like you are on a Liberty 12 plan. It is a great value if you are home during the day. After using all of your priority data you should still get speeds from 1 to 5 mbps during the day. Those speeds are perfect for Netflix.

Unfortunately speeds slow to 256k around 5 pm and stay that way until midnight. Those speeds will not work with Netflix. If you are trying to do video during those times, Liberty 12 isn't for you. The dealer should have told you that.

Liberty 12 has a video optimizer feature that conserves bandwidth. You can sign into your account and turn it in if it isn't already enabled. This will help save data when your plan restarts next month.

I would also send an email to Viasatlistens@viasat.com explaining what went on between you and the dealer. They need to know about a dealer who is telling lies. Also, they may be able to switch you to am unlimited plan that would be better for Netflix.
(Edited)
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VinylHanger

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Maria, I commented about your situation in a post above this.  We all understand your frustration.
(Edited)
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Virgil Teffeteller

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Back in the day unlimited meant unlimited,I am not sure what it means now.
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J&J

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It's like an "all you can eat" smorgasboard but when too many people show at dinner time the restaurant runs out of food and they have to say "well, that's all you can eat."
 
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Vernon

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Is there a Trial period (30days? etc.) for viasat ?
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Steve Frederick-VS1/Beam314, Champion

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No, there is no trial period. Contract is for 24 months, with early termination fees of $15 per month of unused contract.
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VeteranSatUser, Champion

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I believe it takes $700 or $800 to install and commission a new account.  I guess if they charged that up front they could allow free cancellation with no penalty.  Of course, who is going to pay that much up front for internet???
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Oliver

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And the contracted installer gets $80 of that......
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Dio Brando

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actually i get 135 for residential / 185 commercial
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Aut DC

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Well we got rid of Viasat, best thing we ever did. Bought equipment for cellular, paid almost $500 for the equipment, but we only pay $85 a month for TRULY unlimited internet. Suros for those wondering! We get almost 30Mbps up and about 5 down so much better than Viasat ever got!!!!!
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GabeU, Champion

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What cell company is it?  I've never seen any unlimited cell plans that don't possibly prioritize after a certain amount of data.  
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Steve Frederick-VS1/Beam314, Champion

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Suros is a reseller of other wireless company services. Their website is https://wirelessinternet-suros.com/

From the coverage map on their website, it appears to only offer service in the state of Texas, but it is hard to tell if they service other areas of the country.

From the Suros Wireless internet site's Q&A page, their interpretation of "truly unlimited" is defined as follows: 

Is the plan unlimited?

It Is in fact unlimited data. All network activity is subject to prioritization to 3g speeds during peak congestion periods after 50 gigs of use for the remainder of the billing cycle.
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VeteranSatUser, Champion

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So it is no more "unlimited" than Viasat is "unlimited".
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Jim16

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"Once we hit 150 GB, our internet is basically non-existent until the next month!!!"

She gave up her 150 gig plan for this?  Wait until she hits the 50 gig "unlimited" mark.
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VeteranSatUser, Champion

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3G speed stinks!

But it is "unlimited".
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Jim16

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I remember when I went from dialup to 3G.  It was awesome!
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barg_

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Depends on how "good"the 3G is. What I have now is 3G and I have no complaints. I had Verizon 3g with Millenicom about a year before 4g was turned on. Averaged almost 3 meg all times of day, good enough.
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VeteranSatUser, Champion

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3G is to have a minimum of 144Kbps. It can go as fast perhaps as 4Mbps from what I read. But when they say they drop you down to 3G speeds, I bet it will be closer to the 144Kbps than 3Mbps.

In my area. 3G is basically unusable with today's internet needs.
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GabeU, Champion

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3G speeds.  I suppose it wouldn't be awful if it was at the higher end of 3G speed, but it's what I figured, as in the "TRULY unlimited internet" connotation, which seems, at least to me, like it was meant to suggest that there is no throttling or prioritization, isn't the case.  It's unlimited in the same way as ViaSat.  You aren't cut off. 

And just like ViaSat, and pretty much all others that prioritize after a certain data threshold, the user experience will vary.  

Edit:  I missed that Aut DC said it was Suros in her post.  I have to pay better attention.  
(Edited)
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VeteranSatUser, Champion

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Every plan Viasat has ever offered has been "unlimited". The only difference is how much priority data you get and how slow your speeds will be reduced.

The only TRULY unlimited plans offered by Viasat are the ones that offer a free zone. During that free zone, you can download all you want, day after day, with no penalty.
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Stephen Rice, Champion

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Amen
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Brian, Champion

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I want to be handsome and young.

But that's not the contract I agreed to. 

You should read contracts before you agree to them
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GabeU, Champion

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I want to be handsome and young.  But that's not the contract I agreed to. 
Hey, wait.  I never agreed to that contract.  My parents did, and without my consent!   

I'm calling Amal Clooney!