What am I paying for?

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  • Problem
  • Updated 2 years ago
  • Acknowledged
It’s laughable to see the new High Speed Internet service commercial from Viasat at download speeds of 100mbps. I’m on the New Bronze Unlimited plan and at night only get .78 mbps at best. That’s 780kbps folks. I’m so tired of calling support and hear that my beam is congested. Nobody at Viasat seems to care that this is unacceptable! And I’m nowhere near the cap to be considered to be throttled on service because of going over my allowance per month. What gives Viasat, can anyone out there help me?
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Troy Carter

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Posted 2 years ago

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Charles Crocker

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I'm right there with you.  I'm trying to "be patient" for them to follow thru with expectations for much better service now that Viasat 2 is in service but my pm speeds are similar... to the point that I don't really even try to use it much at night most of the time... certainly not for streaming a movie.  The new plans on Viasat 2 are available to me now but the 2 offered are for $150 and $200 per month...I don't think so.  They are offering only the Cadillac plans now, if enough people don't bite, they will be forced to offer the "common man" plans on this satellite also. If people don't switch from Viasat 1,the service won't improve. 
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Crystal Ruiz

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Viasat Customer service is the worst!
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Mark here

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Well now that it has been revealed that Viasat 2 is only operating with 2 of 4 antennas I don't have much hope for seeing ANY improvement for the present situation ;-(
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Jab

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RE: "Viasat 2 is only operating with 2 of 4 antennas"

All beams are operational, but two beams have an irregular beam pattern.
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BBwithdrawls

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have they identified which two beams ?
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Old Labs (VS1-329-L12FZ)

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Yours and mine ;)

The most recent public acknowledgement/discussion that I can find is at:

https://www.spaceintelreport.com/viasats-mark-dankberg-cause-of-defect-on-two-viasat-2-antennas-rema...

It only mentions that two of the four antennas (not beams) failed to fully deploy with an estimated overall capacity loss of 13%. Total capacity had been previously estimated at 300 Gbps and is now estimated at 260 Gbps. Outside of the addition of 2 of 4 antennas detail and further clarification by Dankberg,  that statement is pretty much consistent with what's been stated publicly since January.

I can find no support for Jab's two beam claim - perhaps he can. The only mention of spot beams I find is some aren't performing as expected and certainly two or more would qualify as some ;)
(Edited)
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Jab

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RE: "Jab's two beam claim"

The other day, I stated "I think issue is related to two beams," which represents an opinion....speculation.

From article,

1.  13% drop in capacity....company’s business model for it has not been modified.
2.  Yes, it is working well and it’s pretty exciting.
3. We are going to want to buy insurance for future satellites and they are going to want to sell us more insurance on future satellites.
4. We can tell what the [coverage] patterns are on the ground...more data on the ground that will confirm what those patterns are.

RE: " two of the four antennas (not beams) failed to fully deploy"

Since business model has not been modified, since it is working well, since insurance option is moot (save it for another day), this suggests four antennas are pointing downward.  A loss of two antennas would represent about a 50% loss, not 13% drop in capacity, if all antennas are equal (here's VS-1 photo, and I assume it would be similar to VS-2 since sketches of VS-2 look similar to actual photo of VS-1).

VS-2 uses a dedicated set of frequencies, but it can use another set of frequencies-which only Afterburner modem/Tria can use-for additional bandwidth capacity.  This additional frequency set is in the LEO freq band, so it can only be used when a LEO-bird's footprint is not being used...hence, the "Afterburner" name connoting on/off usage.

Thus, 13% drop means what in beam terms...in dedicated frequency set, and/or in LEO frequency set, or in beams' ground pattern.  Like is stated, "more data on the ground that will confirm what those patterns are."  Again, "company’s business model for it has not been modified," which suggests some beams might be messed up, not two antenna.
(Edited)
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Old Labs (VS1-329-L12FZ)

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So you admit you're just guessing like the rest of us ;)

Nowhere has anybody said full loss of the two antennas.
(Edited)
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Jab

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RE: " you're just guessing "

Guessing vs reasoning, there is a difference...news print does not always reflect specifics.  Hint: "company’s business model for it has not been modified,"
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Jab

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RE: "Guess, deduce, induce, reason, or whatever you wish..."

From your cite,

"That issue caused some spot beams to perform differently than they did during ground testing..."

Like I said, via reasoning, "which suggests some beams might be messed up, not two antenna."
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Old Labs (VS1-329-L12FZ)

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Nice try,  

Explain your last post over here just a few days ago:

https://www.dslreports.com/forum/r31782263-Antenna-glitch-on-ViaSat-2-satellite

Or was that just another one of your cites without forming anything that resembles an opinion? Your contradicting yourself now. 
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Old Labs (VS1-329-L12FZ)

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Again the claim is that two antenna did not fully deploy (i.e. partially deployed), not that they failed to deploy or are fully messed up.    
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Jab

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RE: Nice try

When a person scans many news articles, which I do including national news, one does not retain every bit.  In this case, there were conflicting accounts...a fact.

RE: Your contradicting yourself now.

News articles are implicitly spreading "fake news," you didn't know?  They are contradictions in news reporting.

In any event, apparently, you missed the beam issue, that you cited above...and suggested two antennas were the issue, instead of several beams.
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Old Labs (VS1-329-L12FZ)

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The only conflict is that which you've created - each and every article I've seen has stated that it's an antenna issue (the most recent being a specific mention of two) and that it has impacted beam performance (no indication of how many beams).

My original reply was that the article mentioned two of four beams antennas, not me suggesting that two beams antennas were the issue but rather the article

The only individual here suggesting "Viasat 2 is only operating with 2 of 4 antennas" was "Mark here" above.

You are the only source that has unconditionally stated it's two beams by stating in your reply to him:

"All beams are operational, but two beams have an irregular beam pattern."

but when asked to clarify that you offered: "I think issue is related to two beams," 

leading us right back to where we started from as is so often the case with your circular logic, doctor. One iteration is enough for me. I'll let you have the final word.
(Edited)
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Jab

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RE: circular logic

I used reason to sort the chaff from the wheat...news accounts can not be held as absolute.  Further, the above reasoning given shows how I arrived to a beam issue, as based upon your original cite.

Judge upon what was stated, your comment/cite to what I stated here.  The chief issue, from an economic viewpoint, is about several beams...two antennas is an abstraction, which may or may not be the issue

As Dankberg stated, "We are just in an information-gathering mode now. It’s too soon to say anything definitive."  But, your comment, "It only mentions that two of the four antennas (not beams) failed to fully deploy," is suggesting/pointing "its  two antennas."

My socks are white...as based upon what has been said.
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Jab

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Old Labs states: "each and every article I've seen has stated"

As Dankberg stated, "We are just in an information-gathering mode now. It’s too soon to say anything definitive."

Hence, based upon most recent opinion, Dankberg's, previous articles represent "speculation" at this point in time.

RE: "Jab's two beam claim"

The other day, I stated "I think issue is related to two beams," which represents an opinion....speculation.

My socks, are white....
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Old Labs (VS1-329-L12FZ)

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That was two final words so... so since you can't let it go...

Everyone is free to choose Dankberg's speculation or yours.

Yes, on March 18 @ 3:36 PM UTC you stated "I think" which is indeed an opinion.

On March 19 @ 5:46 PM UTC, you stated: "All beams are operational, but two beams have an irregular beam pattern." That is not an opinion nor speculative, it is an assertion upon which you were called.

But I'll take your word on the socks.

Let it go... 


 
(Edited)
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Jab

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RE: Dankberg's speculation or yours.

1. Excuse me, "We are just in an information-gathering mode now. It’s too soon to say anything definitive."

2. Excuse me," On March 19 @ 5:46 PM UTC, you stated:"

On forums, it is an implicit understanding that opinions are quite common, and may change with time.  In fact, I believe this topic has come up at least once on this forum.

3. RE: "It has consistently been described as an antenna deployment issue...Again the claim is that two antenna did not fully deploy"

Irrelevant...see item one above.  Further, its a misleading generalization, with respect to Dankberg's vantage point, and it shows your comprehension of the article you cited neglected this fine point. ...pot calling the kettle black
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Stephen Rice, Champion

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I had spaghetti for dinner.
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wm4bama, Champion

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As Mac points out..."Oh Lord it's hard to be humble when you're perfect in every way"..☺☺☺☺
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Brad, Viasat Employee

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Stephen Rice: Would you like some Bisgetti? (What We Do in the Shadows....one of my favorites in the last few years)...couldn't resist.



everyone else...I'm also getting information on the more topical subject. 
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GabeU, Champion

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What We Do in the Shadows is absolutely hilarious.  Definitely one of the funniest movies in a long time, right up there with Trollhunter.  

Gotta love mockumentaries.  
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Jab

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Don't over look Weird Al" Yankovic
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VeteranSatUser, Champion

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He is so 80's! Last I looked it was 2018.
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Leo George Jr

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Sorry Troy, they are a sorry bunch. I keep getting instructions how to reboot my modem every time I complain. I will just take my chances in court when they sue me...........
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DavidBrowserGuy, Browser Expert

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Hi Leo, Sorry you are running into problems.  Please send an email to browser@viasat.com describing in more detail the problems that you have been having and I will take a look.  Please include the phone number associated with your account.
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Troy Carter

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It’s interesting how Viasat won’t fix current issues but their all about getting new business!
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David Ramos

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Im on the unlimited silver 12 plan . It gets so bad I couldnt reply to this earlier.
I've called support and recieved the same excuse. Congestion! So I called to upgrade to the new satellite viasat 2! That is what I wanted when I signed on 3 1/2
Weeks ago! But the modems are not available in my area ???? Im trying to be patient also. Im willing to pay for good internet . I live in the country. But they don't
Seem to think my money is good enough. Im going to give them a little more time
But paying to get out of a contract seems to be the only option. See what american business has turned into! Good luck people!
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DavidBrowserGuy, Browser Expert

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Please keep checking back.  We are still in the process of opening up beams on Viasat-2.
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Troy Carter

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And they continue to sell “high speed” internet. I waited for Viasat-2 satellite to come on line hoping that would solve the issue. But they’re more interested in selling that to the military, airlines and the maritime applications. Won’t wven use the new satellite to fix the problems their existing customers are experiencing. That’s great customer service for you
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Jtwes

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I posted a thread couple weeks ago that we should all make complaints to the fcc. Most all the post back were how there so happy with via sat. I guess there were afraid to admit the truth. My point in the whole thread was to get the point out that if via sat and all other company’s were forced to advertise what the actually can produce there would not be a need for a two page fine print backstroke, saying in a legal way . Yeah about are advertisements we can’t actually do what we say....I’m telling you guys FCC....I hope I don’t get kicked out for saying what I’ve said but I’m sorry via sat sometimes the truth hurts a little.
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Jab

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RE: "Most all the post back were how there so happy with via sat."

Been around since 1995, in dialup days.  As a generalization since then, if your internet habits are in sync with the pilgrims, your speeds will be lower during primetime.

Primetime slowdowns exist, on many ISPs.   During primetimes, I mostly do web browsing, and after midnight, videos/ftp.  No complaints here about speeds, but if vids were attempted during primetime, I would suspect buffering would happen at higher resolutions.  During non peak usage, speeds are fine for my needs.

Would I prefer HD movies/clips during primetime, sure.  Terms of service do indicate during peak usage traffic will be slowed down, but their VOIP and web browsing gets a higher priority.

Oh, there are thousands of users who don't know how to turn down vid rate on sites like Youtube and Vimeo...whose problem is that, not mine.   And thousands more who don't know when program updates are happening, which chokes their speeds.  Lots of these stories get turned into complaints...loss of bytes, slow speeds, and buffering.

Satellite ISPs have a limited bandwidth for each user.
(Edited)
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Brad B

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Higher resolutions?!? I'm getting buffering every 5 minutes at 140p. My speed test comes back at 0.2Mb. This "service" is garbage.
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Jab

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RE: "back at 0.2Mb. This "service" is garbage."

200kbps, that was once defined by FCC as broadband.


Mostly, I don't watch vids "live," but I download them, and watch.

As indicated, their VOIP and web browsing gets top priority when congestion hits...I adapt my scheduling, and service works OK.
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Brad B

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That was 10 years ago! Times change. I remember with having a 1Gb hard drive was a ridiculous amount of space. Expecting to pay for this level of "broadband" is absurd.
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WoodyStrokerCat .

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Brad B...Viasat has become a joke.
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Stephen Rice, Champion

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I just watched two Netflix shows. I'm perfectly happy with Viasat and won't be joining any lawsuits or complaints to the FCC.
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Jtwes

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You keep saying lawsuits. Nobody needs to sue anyone. That’s what your local congressman for. Your state senator and the fcc. There all getting paid by your good old tax money. On a lighter note when I seen that you mention you were happy with your service again I kinda chuckled cause I thought to my self I’m pretty sure there were a hand full of people that liked there Ford Pintos too.
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Stephen Rice, Champion

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I own a 2014 Mitsubishi Mirage which is the modern day equivalent of a Ford Pinto. It has almost 200k miles on it and does its job well. I don't expect it to perform like a Corvette.

When I want to drive something with a little performance, I leave the Mitsubishi at home and drive the DeLorean instead.
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Stephen Rice, Champion

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Just finished watching Full Metal Jacket. Time for bed.
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VeteranSatUser, Champion

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Another awesome 80's movie! The first part of that movie is some of the best in the history of cinema.
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GabeU, Champion

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DeLorean and Performance?  The two words don't go together. Well, you did say "little" performance, and that's actually a better description.  That was one of the major complaints about DeLoreans....they had no power, especially considering that it was supposed to be a sports car.  

With that said, I understand your point.  
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Mark here

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Lol, exactly! My grandfather had one, he said it made him feel "young and cool"
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Brad, Viasat Employee

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Hi Troy

While some areas may see that offer it is ultimately based on location and what beam you are in. Unfortunately those beams aren't the same coverage area as what is known as a Designated Market Area (DMA in the broadcast world) which covers several hundred miles which in itself can contain several of Viasat's beams. The best way to see if that plan is open to you is to visit account.viasat.com or viasat.com/internet. 

Regarding speeds, each of these plans have a inflection point at which you MAY be de-prioritized after a certain amount of data is used. www.exede.com/unlimited has an overview of the plans. If you are de-prioritized you will see slow speeds during peak hours (5pm-12am) but should restore outside of that range. We are working on traffic management to better manage speeds and measures are being taken including ViaSat-2 openings in some areas. 

IF you are seeing slow speeds and haven't exceeded the data allowed before being de-prioritized please call us at 855-463-9333 so we can troubleshoot this for you live
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Troy Carter

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Brad I can appreciate your comments and do appreciate your response. I have not exceeded my plan’s data. I will call the number you suggested calling.
When you talk about the DMA, when changing plans does that affect the DMA? The service only got bad when I started changing plans. And when you talk about beams, can several beams cover the same area or same address.
As a side note, I work 90 miles from where I live and have Viasat service at work and during the evening hours have 4-5Mbps service which is terrific. It wasn’t too long ago that at work I was Experiencing the same slow speed of less than 1 Mbps and it got fixed over a few months after repeated phone calls to Viasat. I think the consumer just gets aggravated that it takes so long to get a “proper” immediate response from Viasat!
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Brad, Viasat Employee

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I was just explaining why you may see commercials for a plan that may not be in your beam. Our marketing team probably paid for an ad with your local stations (TV/Print/Radio) to advertise for that plan but not all of our beams in that station's coverage area may not have that option at this time.

Usually speeds are best handled if you call us live at 855-463-9333 or do a live chat  because you'll have an agent live seeing the same thing as you. You can email us at viasatlistens@viasat.com but it won't be a live realtime troubleshoot with us. It may be several hours and during business hours so we may not see the same issue but if something on our end with the modem or dish is causing it we'll see it but most of the time as frustrating as it may be, live troubleshooting is really the best approach but I will be more than happy to look into it if you email us at viasatlistens@viasat.com
(Edited)
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Mark here

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Troy, I hope you keep us posted here....seems much of the time after someone contacts the powers that be, privately, we never hear the outcome as if they fell into a black hole or something  ;-)
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Troy Carter

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Mark, glad to note that the issue of slow speed has been resolved. Did exactly what Brad suggested by emailing viasatlistens@viasat.com and reaching out by calling 855-463-9333. Viasat resolved the slow speed issue!!!
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wm4bama, Champion

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There are some DMA's that VS-1 beams slightly overlap, but your modem is assigned to a specific beam and that does not change when you select different plans on VS-1.

VS-2 will have different beams assigned to DMA's, I've not seen a reliable spot beam map for VS-2...perhaps some other posters here can point to that map when it's available..but VS-2 beam antennas are programmable so Viasat can easily provide more coverage if some DMA's become congested.
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Jab

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RE: "VS-2 will have different beams"

In Wildblue days, they discovered their beams were not in sync with actual subscriber numbers.

13 February 2006 - Unexpected Demand Takes WildBlue, Telesat by Surprise

VS-1 was "mapped" to concentrate on where the money is...expected areas of demand, per beam.  This is why areas in western US missed out on VS-1.

VS-2 I suspect, was mapped for airline and consumer usage....in short, where the most bang for the buck exists.  I would not be surprised with fewer beams where VS-1 didn't shine, and more beams where VS-1 shines.  Hence, each beam shines where the most money can be made. Logic 101.
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Russtytrucker

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I just downloaded a 6 GB file in about 20 min. speed was about 42 Mbit/s. Fastest by far for me on Viasat. However, It was about 3:30 in the afternoon, if I tried that at 6 or 7 it probably would not be that fast. I'm on VS-1. Maybe some load on my beam is shifting to VS-2. Viasat has been marketing here for a week or so.
(Edited)