Worst company I have dealt with

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This is the worst company I have ever dealt with. I explained before I got the service that I wanted it for my grandson to play games on his PS4 and for them to watch Netflix. I was told this plan would be good for it and you could watch like 75 hours of Netflix a month. I agreed and got the internet installed the end of April. Within 5 hours of being installed I received an email saying that we had used 100% of our usage.
I called them the next day and was told to try it for one month. It reset on May 1st and on May 9th 100% has been used. It is not going to work and I have been fighting with them all month to get early termination fees waived since I was given incorrect information to get me to buy this service. They won’t let me tak to someone in the corporate office and thats not right. What can I do to get this solved?
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Cheryl Ann Scallorn Branton

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  • mad

Posted 2 years ago

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VeteranSatUser, Champion

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Email a moderator on this board at viasatlistens@viasat.com. That will be talking to the corporate office directly. They will be able to research your situation and get back with you.
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Stephen Rice, Champion

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Did you sign up with Viasat directly at www.viasat.com or did you go through a third party dealer?  Third party dealers like to tell lies so they can sign people up and make a commision.
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Cheryl Ann Scallorn Branton

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I called Viasat directly
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Dontrellz Page

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What plan are u on is that the liberty plans
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Stephen Rice, Champion

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Why are you complaining? The Liberty plans have a free zone from 3 am to 6 am. Just have your kid download his games during those hours.

As far as daytime use goes, even after he uses all of your data, you still get speeds up to 5 mbps during the day, Monday through Friday. Speeds are not significantly reduced until the evenings and on weekends.

I'm on a Liberty 12 plan and routinely use over 150 gb a month thanks to the free zone. I rarely use all of my 12 gb of priority data, but on months that I do, I still get awesome speeds until prime time and weekends.
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Bev, Champion

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Play games, assuming they are not FPS yes, download games or use cloud storage, not so much. One game can be in excess of 80 GB could saves upload and download a good bit every time the game is opened or closed and, save, thus upload every couple of minutes while playing, that uses a lot of data.

Streaming video in HD uses about 1 GB per hour, lower resolution uses less data. That's why there is the video data extender on Liberty Plans.

I'm guessing with those estimates, you got Liberty 50. So yes with the video data extender enabled that's about 75 hours of video if that's the only thing you use your data for. Games should only be downloaded during the free zone and, cloud usage on any device should be disabled. Automatic updates need to be disabled on everything. Games should only be updated if the updated is less that 1 GB during the day, otherwise, do it during the free zone.

That way your data will last longer before you get slowed.

More data management tips here: https://help.viasat.com/articles/General/Maximize-Your-Data?_ga=2.93634141.1550483079.1526570746-880...
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Cheryl Ann Scallorn Branton

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He only downloaded one game the first day it was installed. Now he just plays it. I understand and if I had been told that in the beginning I would have never gotten the Internet with y’all because it doesn’t work for what I need. It would be different if I hadn’t told them in the beginning what I wanted it for. All I was told was it’ll be fine.
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Bev, Champion

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Send that email to Viasatlistens@viasat.com. That's the best way to contact corporate. See what they can do.
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Stephen Rice, Champion

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There is a big difference between just playing a game and downloading a 60 GB game.  It still boggles my mind that games don't simply come on a disk anymore.

It sounds like there was some sort of miscommunication.  Like Bev said, the video estimates were correct.  Someone at Viasat just didn't understand that playing a PS4 game consists of downloading 60 GB worth of data.  I am one of those people that has trouble understanding such things.
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Jim16

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I would agree.  Playing games and downloading games are two completely different things, to me anyway.
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Bev, Champion

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Agreed, I can play a game and use ZERO GB data. I can play an MMO game and use a few MB. I can update a game and use 1-10 GB or I can download a game and use 80 - 100 GB or more.

Now being the question was about internet, I'd assume that meant MMO and, yes, you can play hours of that for a GB if you already have the game installed on the device you will be playing the game on.

Downloading games and playing games are two different activities. As I told my stepson who recently got Viasat Service - you won't want to play first person shooter, fast twitch type games and, you'll want to take your laptop to Danielle's (relative in the city that has land based service) or a public hot spot to download big name games. Little games like Wild Tangent, cool, download at home but the big ones like Origin, Steam, Gameforge and so on, go elsewhere to download a new game.
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Stephen Rice, Champion

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What the heck is MMO?
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Bev, Champion

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MMO = Massive Multiplayer Online, shorthand for MMORPG (Massive Multiplayer Online Roleplaying Game.) That's games like World Of Warcraft, Eve Online and such.
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Stephen Rice, Champion

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Sounds like Everquest. Back in my day, that game fit on a CD and you only needed dialup internet to play it.
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Bev, Champion

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Yeah, Everquest is still around, 1 GB base game but then there are the expansion. I don't play that one anymore but, last I knew it was up to 30 GB. Ten there is Everquest 2 at about 10 GB. All digital downloads now. Still only needs a 28.8 Kbps connection though. :)
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Cheryl Ann Scallorn Branton

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No it’s not that game it’s another one.
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Cheryl Ann Scallorn Branton

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Bev. I did send it to that email and they said the early termination fee waived had been denied by someone in the corporate office and it can’t be reversed. I want to talk the person in the corporate office but they won’t let you.
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VeteranSatUser, Champion

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I could see Cheryl how people reading off a script could lead you to believe certain things. Make sure to contact a moderator on here like I said so they can research your situation.
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Cheryl Ann Scallorn Branton

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I ask her several times was she sure it would work for what I needed and she replied yes every time
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Bev, Champion

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Say you asked me "How much Netflix can I watch on Liberty 50?" I'd reply between 50 and 80 hours depending on the video resolution you choose.

"Can my kids play PS4 games?" Sure, a PS4 should connect to the router and let them play online games.

Now ask "Can my kids DOWNLOAD Games?" Be very careful to only allow that during the free zone. One game download can use 80 GB or more and, you have 50 GB of priority data.

Big difference between playing and downloading a game and, yes one game download could easily have taken all of your priority data and then some.

Yes Liberty plans are good for watching video, within limits and, for playing games. Downloading games, not so much except in the free zone, that's why it's there to allow you to do larger downloads.

As much as you don't want to hear it, what happened to you is common, it's part of the learning curve with Viasat service. We all had to learn how to manage our usage and, stay within the Priority data our plans include. Over the years I've gone from 7 GB to 10 to 25 to 50 and now 150 GB Priority data on my account for the month.

 I am a gamer and, I do download games but, I before I got an unlimited plan, I either did the downloads during my free zone or, on the last day of my billing cycle to avoid having slower speeds for very long, if at all.

You can't let kids download games whenever they want, they need to do it during the free zone or, on the last day of your billing cycle where using excess data won't affect your speed for long. Or you can let them download whenever and simply purchase more data.
(Edited)
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Cheryl Ann Scallorn Branton

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I understand and he has not downloaded any games since April 30th and all usage was gone on May 9th just playing game
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Stephen Rice, Champion

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Are you sure about that? When I was a kid I rang up a $200 phone bill. Mom though there was a mistake when she got the phone bill until I admitted what I did.
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VeteranSatUser, Champion

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Contact Viasat. They will be able to look at your data usage and get an idea how it was used (i.e. streaming, gaming, etc.)
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Bev, Champion

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Assuming no uploaded saves, no game updates, no uploaded videos or live streams of gameplay, on average a PS 4 will us 150 MB per hour for online gameplay. Now add in any of those other things and that goes up.

For example if he's saving to a cloud so that he can play his games at multiple locations or on multiple devices. one save can easily be 300-300 MB and, if the game auto saves during play that can add up to a GB an hour or more. Saves need to be local, on the device ONLY, not to a cloud. No video uploads, etc...

If he uses Team Speak or another in game voice chat system, that also adds usage - don't do it - use text chat if needed instead.

Yes, I understand some raids and dungeon groups need voice, save it for those times ONLY if you must. 30 mins to a hour a week okay, 2-4 hours everyday, not okay.
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Cheryl Ann Scallorn Branton

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To Stephen Rice.
Yes I am sure he only has downloaded one game. He downloaded it before the first of the month. It is Fortnite Battle Royal. It saves the game on the PS4 when he finishes. That’s the only game he plays on it.
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Bev, Champion

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That game is initially 10.4 GB on PS4 but, it's 32 GB on PC so, my guess is that it only downloads enough to start playing initially, then more as you play. I'd call it a 32 GB download and, if it can't be played with the PS4 offline, it's probably downloading every time it's played.
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Stephen Rice, Champion

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I'd give the kid a Sega Genesis and be done with it.  It is 16 bit and you don't have to worry about all of these updates using your data.
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Cheryl Ann Scallorn Branton

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No they shouldn’t have told me it would work.
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TQ

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My kids play Fortnite and their updates are about 10 GB. They just had an update 2 days ago and it was right under 10GB. The problem with Fortnite (the most popular game on the planet right now) is if you don't do the updates, you cannot play the game. Once your updates are done, it uses very little bandwidth to play. My kids blew out our allotment of data and they had absolutely, no issues playing. I suggest that when an update comes, download it at 3:00AM when you have no restrictions. It is a pain, but very doable.
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Bev, Champion

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Yes, TQ. As I did when I had a Liberty plan. I play 3 games regularly that each have 10-30 GB updates every week. Now if I'm beta testing on one, I might let the others go unplayed and, un updated for a time.

As you say, the updates can burn through the data but, playing should be fine, even at dial up speeds. Sure the latency (ping) but, that's the nature of satellite internet and, that bit of lag is easy to adapt to in a non fast twitch (non FPS) game.
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Brad, Viasat Employee

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Hi Cheryl,

Gaming can be a bit tricky with how much space modern games can consume. First person shooter/combat games typically do not work well on satellite internet due to the ping rate. Plus that game if I'm not too out of the loop  just added a Thanos add-on so that adds even more space.

We can take a look for you if you email viasatlistens@viasat.com
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Cheryl Ann Scallorn Branton

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I have emailed them several times and got nothing back
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Brad, Viasat Employee

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Hi Cheryl. 

Are you emailing viasatlistens@viasat.com? that is the ONLY email that goes to our team. Everything else goes to the frontline or other parts of the company. I did not find any open or past cases with your name and those are typically answered within 24 hours. With that said, if the corporate office already denied a waiver that's usually a final ruling as that's from the Corporate Care team within our office (aka who you work with if you want to talk to someone in Corporate)

 I can at least review the concerns if you email me (put ATTN: Brad). I can't promise your request will be overruled but I can see their reasoning. If I feel something might have been lost on the approving agent I can talk to them and make a mutual approach *if* there's a reason to do so after reviewing. Otherwise they have final say just as I would if I handled this directly. 
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Cheryl Ann Scallorn Branton

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Yes I sent email to that email address. I’ll email again with your attention. Thanks
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Stephen Rice, Champion

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Brad's mention of shooter games suddenly made me think of Mad Dog McCree.  Now that was an amazing shooter game!  At first you could only play it at the arcade, but eventually it made its was to CD-ROM.
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VeteranSatUser, Champion

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I remember that.