Why can't they help me

  • 2
  • Problem
  • Updated 6 months ago
  • In Progress
Can't get over 1 Mbps. Noone seems to know what's wrong
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Chris Brewer

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  • frustrated

Posted 6 months ago

  • 2
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Andy Schack

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I'll tell you......but then I have to....well, you know LOL

The beams on VS1 were oversold AND....AND customer usage has increased and continues to dramatically increase day by day. So even as customers "fall off" it isn't doing anything to alleviate congestion. Personally I don't see a solution. 

Andy
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Chris Brewer

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This is so frustrating. I had this installed Thursday. Didn't work. They came out yesterday and reinstalled it. Still nothing. I call and they get to a certain point of helping me. Usually about 30 minutes in. And their system is rebooting and they can't look up my account. The latest reason is it's my modem and they cannot send a technician out because it's something they can fix. But he didn't know how. So they placed me on hold and left me out to dry. I've called several times each day. I agree with you tho. Seems like the bandwidth can't handle it.
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Chris Brewer

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My download is between 300kbps and 800 kbps. My upload is 0.02 - 0.58. roughly.
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Brad, Viasat Employee

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How is your usage Chris? Do you still have priority data?
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Chris Brewer

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My usage is practically unused. Haven't been able to since I got it installed.
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Brad, Viasat Employee

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I know you've already called in and I don't know if I'll be able to make much more of a difference but could you email me at viasatlistens@viasat.com? I can take a look, see if there's anything that can be done and offer a solution one way or another
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Chris Brewer

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I sent an email in
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Chris Brewer

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Any help you can offer is greatly appreciated. This whole experience has been a nightmare
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Andy Schack

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Are you on VS1 or VS2? Easy to tell, if you modem is white and triangular in shape you are on VS2. If you ARE on VS2, what speed are you supposed to have?

Andy
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Chris Brewer

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Vs2. 12 Mbps is what they said.
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VeteranSatUser, Champion

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But it happened to Sandra Bullock!
(Edited)
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Michael McDowell

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I'll have to watch it sometime!
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Andy Schack

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That'll be 1 hr 31 min you won't get back

Andy
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GabeU, Champion

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Really, Andy?  You didn't like it?  

Though I found some of it wildly inaccurate, as did many who watched it (she didn't need to let him go, in reality), I still thought it was a fun film.  
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Michael McDowell

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Not much else on tv  now except reruns.  At least I haven't seen it yet.  I think my son has it  on his Plex server and I have a copy of his stuff.
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VeteranSatUser, Champion

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But Viasat is advertising nationwide broadband. That would be 25Mbps.
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Chris Brewer

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That's what nabbed me in. I'm in an area that has to have satellite internet. They sounded better than hughesnet.. but now I'm reconsidering. The price in understandable considering .. and I wouldn't mind the price.. if I could use the service..LOL. my speed just spiked at 630kbps.
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Chris Brewer

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VeteranSatUser, Champion

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Why did you subscribe in the first place?
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Ivan Bludnik

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Perhaps because he assumed that there were enough regulatory safeguards in place to prevent a large American company from lying.
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VeteranSatUser, Champion

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Well, I was looking more for what he had BEFORE, and why he switched. 
(Edited)
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Chris Brewer

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I moved out into a remote area. I had uverse which was the best I have ever seen. There's no fiber-optic this far out. So satellite is pretty much my only option
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VeteranSatUser, Champion

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So there is Viasat and Hughesnet. Not a lot of difference between the two. I generally prefer Viasat, but both services get pretty low customer satisfaction ratings. Just have tempered expectations and you will be fine.
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chris

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My modem's built in WIFI was for some reason extremely slow.  <1mbps... when I plugged my laptop in via ethernet it was  >20mbps. Plugged in my own router and I now get 1 - 40 mbps depending on the time of day.
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Andy Schack

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VS1 wifi modem (black one with illuminated blue circle on the side when working) or VS2 wifi modem (white one that is triangular in shape)?

My first thought would be that it is the black wifi modem....my own experience is that the wifi on this modem has a lot to be desired. I sold MANY Netgear routers to customers when we were having to install those modems. 

Andy
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David

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This is what my speed has looked like for the last couple months (see screenshot below). I'm on the older freedom plan that offers 150 GB and promises 25 MB down...which at first it actually delivered. The irony is I pay an extra $10 a month to get 25 MB rather than only 12 MB. Seriously.

And now I get mailings every day encouraging me to upgrade so I get on the new satellite. Fool me once shame on you, fool me twice shame on me. If they actually delivered what they advertise upgrading would have been a total no-brainer, instead I have ZERO trust of the company, so why upgrade so I can get screwed worse?

The fact that the new plan does not advertise what approx speeds will be when they "prioritize data" also gives people on the older 150 GB limited reason to upgrade. Why the heck would I want to change plans to a 100 GB plan that "prioritizes data" when they won't give any clue what that means?

At this point I'm just relying on hot spots most of the time, which blow away exede and give me functioning internet.

BTW, the new browser, is that a joke? THAT is what they are spending company resources on?! This isn't 1995. AOL and Compuserve are gone. I know, I know, it's so they can set the landing page and make more money. But come on.


(Edited)
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David

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Point taken, but IMO they should switch us over to provide what they promise. Instead they want a commitment to another 2-year contract when they haven't even come close to providing what they promised with the first contract. So instead I ordered a hot spot with ethernet port and a huge amount of data. More expensive, but I need my Internet to work.

I may upgrade at some point, but I've been sufficiently turned off by my support experiences with Exede that I was motivated to pay for more to do business with someone else.

That said, I do have a few people who have helped me by email that have been responsive, it would be unfair not to acknowledge that. I refuse to ever call in. When i had to spend 30 minutes calling so I could have a woman lecture me that there was a difference when resetting the router by unplugging the power from the wall vs the back of the router (really :-D), that was the last time I was ever going to go through that freaking joke again.

Anyhow, I'm rather enjoying ranting tonight, but I suppose it's not accomplishing much :-D.
(Edited)
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VeteranSatUser, Champion

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There is a hotspot with an Ethernet port????
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Old Labs (VS1-329-L12FZ)

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Yes, Netgear makes one for AT&T - niche market.

P.S. However as I recall it's a WAN port only and allows creating a mobile WiFi hotspot with a wired Internet connection.

P.P.S Yeah... here we go and explains it all...

https://www.pcmag.com/review/358176/nighthawk-lte-mobile-hotspot-router-at-t

That doesn't appear to be David's intent however.
(Edited)
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Ivan Bludnik

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David,
My experience is similar to yours. I also have noticed that the periods of "congestion" bear no relationship to time of day or day of week.
So, even though many have blamed congestion as the cause of slow speed, there is something else taking place that has greater impact on speeds. One possibility is that Viasat is controlling speeds at their end for their own reasons, independent of the beam congestion.
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Old Labs (VS1-329-L12FZ)

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Have you ruled out the known slow WiFi performance on the original Viasat WiFi modem if that's what you have. This is a tough conversation to follow but appears that's the issue David is having; yes it's probably something other than congestion if you can't find a time slot where speeds are reasonable. If so test with a wired connection to isolate it as a WiFi issue; it appears from David's latest reply below there's a finally firmware fix available for the WiFi issue rather than the workaround of using ones own router.

Haven't really been following your specific issue if described elsewhere.

Just guessing and FWIW we've seen firmware updates where users claim it's fixed only to rear it's head a little later. 
(Edited)
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David

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"There is a hotspot with an Ethernet port?"
This is the one I ordered. Supports 250 devices. Have not received it yet, so I can't vouch for it yet, I've been using regular hotspots until now.
http://mofinetwork.com/index.php?main_page=product_info&products_id=189
(Edited)
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David

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OK, so the guys who are always very responsive to me via email and also know their stuff responded to me and upgraded my modem firmware today. This is the second time a firmware update has fixed connection/speed issues. What I don't understand is why these updates are not being pushed out automatically, which I am going to ask them.
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Old Labs (VS1-329-L12FZ)

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Well if it's like any software engineering group I've worked in, they're probably bound by process, up to their arses in alligators, fighting fires, following someone else's list of priorities and unable to find time to look at why the automated process for software updates is failing.

For the past two weeks, my modem's software update was repeated failing on a daily basis (at least once and sometimes more). The good news is the repeated download wasn't applicable to data usage. The modem was continuously displaying Software Download - Software download failed. For me it, was having no adverse impact and everything was working fine. I just reported it here hoping someone would take note and waited it out - yesterday it was finally sorted out and completed.

Pick and choose your spots to try and escalate - the squeaky wheel will sometimes get the grease. Sometime patience is the better option as in my case where it really wasn't broken so no rush to fix it.

Those who've worked in software development or engineering will know what I'm talking about ;)  
 
Not defending Viasat here, just pointing out the reality - when you do get thru to somebody who can actually do something treat them nicely - if going in person, bring pizza or donuts. 
(Edited)
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Ivan Bludnik

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VetSatUser,

You said "As Viasat continues to bleed subs, that is why they are no longer counting them as a measurable and have to continue to roll out plan changes costing more $$$$ to generate more revenue."

But there are some Viasat customers who can get internet from Verizon at $60/month for 10 gb/month. They stay with Viasat because at the moment Viasat is a little less expensive for a little more.

We are getting close to the point where that may no longer be true.