Slow speed today

  • 2
  • Problem
  • Updated 1 year ago
  • Solved
  • (Edited)
Why is the connection speed and customer service so terrible today (maybe lately)?
Photo of Jason

Jason

  • 9 Posts
  • 3 Reply Likes
  • pissed

Posted 1 year ago

  • 2
Photo of Jason

Jason

  • 9 Posts
  • 3 Reply Likes
I've been a customer for over 2 years and had the freedom service for the last few months. For some reason exede removed my freedom plan at the end of nov and I'm back to liberty. I had a liberty plan from literally the moment they were available up to the release of freedom and NEVER experienced the low quality of service i have over the last couple weeks. I've called and chatted online in an attempt to fix however customer service has been very terrible lately as well (they at least used to try to help me). The other day I escalated to "Corporate" to try to get broadband service back only to talk to another person reading from a script and unwillingly to help even a little.

musk save us!

/rant over
Photo of Amelia Bosley

Amelia Bosley

  • 6 Posts
  • 0 Reply Likes
I have nothing to offer but sympathy. I'm with you. I have the "free zone" from 3am-8am. The last several days have been downright terrible. I have tested 3 times in the 5am hour and my speeds were .32, .58, and .04 (megabits per second). Terrible! This needs to be resolved, and quick. I also called in several times and had a case escalated, and nothing! Out of the 6 times I called, there was only one person who did anything beyond saying "Sorry, I can't help you." Very bad service.

Looking into Hughes Net as we speak.
(Edited)
Photo of Ets Stanford

Ets Stanford

  • 6 Posts
  • 1 Reply Like
They are ripping people off, plain and simple... it doesn't matter if you have 30 gigs or 12... they are all gone almost immediately and you are left with painfully slow service which Is way over priced...
(Edited)
Photo of Amelia Bosley

Amelia Bosley

  • 6 Posts
  • 0 Reply Likes
Hey Jason, Try checking your coaxial cable. Unscrew it from your modem and then screw it back in again after a few minutes. This fixed the problem for me... for now at least.
Photo of Brad

Brad, Viasat Employee

  • 2812 Posts
  • 917 Reply Likes
Did you go on a vacation plan or did your service get interrupted? Or was the Freedom Plan just a promo? You should stay on your plan unless you initiate a change personally or if your service is interrupted, I know there was a promo that had Freedom and then it switched to a Liberty Plan once finished. If you were fully on Freedom plan you'd be grandfathered in. That's why we have people with a Late Night Free Zone as opposed to putting them all on a Liberty Plan. Feel free to email us at exedelistens@viasat.com
Photo of Jason

Jason

  • 9 Posts
  • 3 Reply Likes
Thanks! Emailed a request to be put back on the freedom plan. I had a couple really snarky voice mails from the customer service/support managers from over the weekend. Wow! I would have assume they would escalate internally before calling the customer to complain.

My strategy is to engage through the web portal every time my service is slow until the freedom plan is available. It also gives me a document path to possibly engage the FCC, not sure there is any path there but hey.
Photo of Brad

Brad, Viasat Employee

  • 2812 Posts
  • 917 Reply Likes
I'll take a look at it. I can't guarantee I can switch you because if it's not in your area we won't be able to put you on it. But I'll give it a full review
Photo of Jason

Jason

  • 9 Posts
  • 3 Reply Likes
Any update Brad? I've been trying to deal with your customer service however the condescension and threats should be criminal.

I'm asking to be placed back on my freedom plan that i was literally just on a couple weeks ago. If I can not be placed back on that plan (as the scripted response keeps telling me), what are my other options to get back to an acceptable data cap of ~150GB. Is there a package deal for more data I can leverage? I saw something about business class services as well.

I would expect a company to attempt to solve an issue and at least propose reasonable solutions. The service I have today is very close unusable. 

Thanks in advance!