Went to 25 Mbps Dec 17, OK for awhile now get less than 12Mbps but pay for 25. said testing new sat, will check hughes soon if not fixed

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switched to 25 Mbps and 25 Gigs data 1 Dec 2017, was good for a while but now I regularly get slower speeds than when I had 12Mbps. Now I see they don't even offer 25Mbps in my area but they keep charging me for it. rarely do I get even close to 12Mbps. Tech says they are testing a new satellite solution and it would be about a month, that was well over a month ago, getting worse. Hughes.net neighbors are getting better than 25Mbs sometimes. One more month and if they don't fix it I am checking with Hughes.net but switching is a pain.
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Roger Winters

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Posted 5 months ago

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Bev, Champion

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Roger, I don't know what's going on with Viasat 2 but, if you send your account and contact information and, a link to this post or a description of the issue you are having with speed to Viasatlistens@viasat.com, someone will be able to take a look and see what might be wrong.

It may not be Viasat in general, it could be an alignment or equipment issue at your home and, they can see if that might be the problem.
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Roger Winters

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Well I sent an email to viasatlistens and that was a big waste of time.  I asked about the new satellite I was told was coming months ago, why I am paying for 25Mbps and getting far less than what I got when I had 12Mbps package.  Often I get lower single digit speeds.  What was there answer?  read below, terrible customer service and internet service.  Am looking at other options.  There response:

 Roger,

Thank you for the information and I apologize in the delay in replying.  With those speeds you should still be able to use the internet. No, they are not near 25 Mbps but are are at acceptable speeds to access the internet.
 
Sincerely,
Diana
Viasat Corporate Social Media  
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Old Labs

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Yep, pretty poor response taken at face value assuming it's the entire exchange although technically accurate. No indication that eSVT was used to determine if you had an equipment or install issue, no suggestions as to what to check for possible problems, no explanation of prioritization and possibly throttling if Liberty, not even a mention of one commonly encountered problem that impacts speed dramatically for some.

With a touted 25 Mbps plan going back to December I assume you have the Viasat/Exede Wifi Modem pictured below - possibly a Liberty Plan from the GB allowance. If you're using it wirelessly (via WiFi) have you attempted a wired connection to one of the LAN ports to see if it improves the situation dramatically (not simply a 10% improvement as Bev suggests below)?

   
If not that, I've got nuthin' - if so the workaround if you need WiFI is to invest in a better WiFi router attach it to the Viasat device, enable Bridge Mode on the Viasat device and eliminate the need to use WiFi on the Viasat device. If a wired test shows no improvement sounds like you know what you need to do and it all really depends on how much lower into the single digits you're talking about.  Good luck.
(Edited)
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Tim Spake

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But you are getting "up to" 25Mbps so no problem
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Gary

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Technically, Viasat is providing you the service you are paying for ... "up to" 25Mbps.

I regret so badly getting Viasat. I have only had it for around 5 months (seems like 5 years). It is without a doubt the worst consumer decision I have ever made. 

The service is so bad that I do not even bother using it (or tying to). I just disconnected the modem and stored it in the box it came in. I use my cell phone connection for internet access now. I would have been better off paying for a hotspot each month. 

What kills me is that there is no way of opting out of the "contract" without incurring excessive fees. 

Now, any chance I get, I tell people to avoid doing business with Viasat because it will most likely be one that you regret. 
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Old Labs

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Wouldn't it be more cost effective to simply cancel, pay the $15 penalty for the remaining 19 months rather than keep the modem in a box for the remaining 19 months while paying your monthly plan price and the modem lease??? Either way it appears you're not going to use it so I'd opt for the cheaper route of canceling - cut your loss.     
(Edited)
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Gary

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Isn't it more like $50 x the number of months left on your contract?
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VeteranSatUser, Champion

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No. $15/month for each remaining month. Old Labs is correct. Pay the early cancellation fee and move on. It will save you $$$$$.
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Old Labs

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VeteranSatUser, Champion

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Maybe he was using new math?

The early cancellation fee is basically there to "recoup" the "free" installation.

Nothing is free people!
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johnny c

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I'm on the Silver 25, 150 plan, and i normally get 1.5, prime time, to 28, 29 other times.
Now even when i get 29 + i still only stream 3.6, and just checking it now i'm at 4 mbps, and still streaming at 3.2.  So everything still works ok at less than the 25 mbps.
Too bad V2 is screwed up because it hasn't relieved any V1 demand, and i think what your seeing now is what you are going to continue get.  The V2 plans are just too small to make people jump.
V2 folks, enjoy your non congestion because i think it will last awhile.
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Bev, Champion

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Yep, just hope they force new customers on to V2 in my area. My beam on V1 is good, 25-45 Mbps off peak and 12-17 Mbps peak hours, 5-7 Mbps peak during moderate to heave storms here or at the gateway.

I'm a happy customer with that. Unlimited Silver 25 Mbps plan but, I often see higher speeds off peak.

Only minor issue is that Wifi on the SB2+ modem is a bit slower than wired to it (about a 10% speed loss on average - Except my gaming rig which actually gets the same or faster speeds on the wifi as it does wired. I know strange, but might be a distance or hardware in the other devices thing. Gaming rig and modem share a desk.
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Tim Spake

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Omg it's Saturaday night and the best company in the world Viasat is giving great service of up to 880Kbps. This has to be the best internet service in the world. Maybe I should post some upbeat gibberish or symbols !!:3 <//. I can't believe anyone can defend this but every day the defenders of Viasat say I should not be pissed, send an email they say. They hint that Viasat coukd do something but since i am an a$$ and call them out for poor service that they won't do anything to address my poor speeds. Sugar coat it all you want We all know they can not.
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John Postizzi

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@tim spake
You are entitled to voice your complaints no matter what the Viasat defenders say.
Keep in mind that there really are not many Viasat defenders on this forum. There numbers appear to be much larger than they really are because these defenders post more often than the complainers do. A few defenders are quite vitriolic, personally insulting complainers, but the forum moderators tolerate personal insults when the insulter is a defender and the insultee is a complainer.
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Tim Spake

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Thanks. What gets me is they think it's ok to sell a service and not live up to what is advertised. Hiding behind 2Mbps is good enough to surf or you are getting up to 25Mbps isntbthe point. Look at the number of unhappy people and poor service yet they think it's our fault. I can do nothing else, I pay my bill, have service plan and eat crap
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Old Labs

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Tim, you do yourself no favors targeting Deku through mockery... if anything you make yourself a target when doing that:

https://community.viasat.com/viasat/topics/more-data-shenanigans

You can disagree with her without the snark...
 
But feel free to have at with Judge and Jury, Jim16, others or even me if that's what you want though.
(Edited)
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Andy Schack

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In our VS1 beam, I'm actually starting to see speeds rise during peak hours. This is because our VS1 beam is closed to new sales so each and every day there are fewer and fewer customers sharing the bandwidth. I know that in my area I'm seeing a lot of the gamer customer cancel service and since they tend to be the biggest users, this will help uncongest things for the rest of us. 
If I were the CEO of Viasat, would I have handled thing differently? Yes. Am I the CEO of Viasat? No. Therefore it is what it is. 
The only alternative around here is Hughes. There IS a guy who has started a WISP but I've been/there done/that....the terrain is too hilly and we are heavily forested. How is this guy handling the height issue? He's using a boom lift and is putting antennas in the tops of the highest pine tree on the customer's property. You know what type of tree has the highest occurrence of lightning strikes in N FL? Do you know HOW to make sure a particular tree is the victim? That's right. 

Andy
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Old Labs

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I attended a scuba  instructor training course somewhere out in the middle of nowhere in Florida back in the early 90s. At one point I was having lunch at one of the picnic tables with a guy who was an electrician from OH. There were electrical cables coming into the property off of trees - he causally remarked, "you see that's why hurricane recovery takes so long down here - they have to wait for the trees to grow back."        
(Edited)
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Stephen Rice, Champion

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My speed is almost 8 mbps tonight.
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Old Labs

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Click Install - it won't hurt a bit and it's free.
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J&J

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 My speed is almost 8 mbps tonight.

Can you watch THIS VIDEO from start to finish at 1080p, full screen, without a single millisecond of delay?  If there is the slightest pause, your head will spin and you'll get mad instantly and then throw your modem out the nearest window.  So don't try this unless you are sure things are working perfectly.  Oh... The music has a sort of Dixieland flavor.  Did I read somewhere you're in Louisiana?  You might even like this.

Chao
 
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TheCatWillStrike

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Hughesnet caps are also much smaller than Viasat. Making many scared to use the internet for anything.
(Edited)