I too am a long time customer--actually 12 years dating back to the old Wildblue days. I too received the email about while my speed may be 25, I can expect it to be higher or lower. I didn't think much of it until I started seeing my speeds drop really low in the evening and decided to test. Like you, I am lucky to go over 1 mbps. So I contact them. Two separate chats. I've only posted some parts you might find interesting:
First, in response to the changes they made to throttle us down:
):You are right. It should not have been offered to everyone at the same time before it was tested. That is why the new Unlimited plans are only offered in limited areas while and your is one of them.
(8:34:01PM):You have the option to stay on your current plan, change to a new data plan, or we can disconnect the service.
And then when I started another chat because I thought about what they weren't telling me, read on. Basically, they are saying you can upgrade to the next plan and they won't guarantee anything will be better.
Bronze 14 has 40 GB
Silver 25 has 60 GB
Gold 50 100 GB
so what happens after those caps of "priority data"?
Platinum has 150 GB
You still have internet access just speeds will be slower
how much slower???
Usually during the evening between 5pm and 12am it will be slower the speeds can vary
come on. How much slower? I am getting less than 2mbps on a 25MB plan right now. Is that what I should expect?
THAT IS A LOT LOT LOT SLOWER
Sorry don't have the exact speeds depends on the usage patterns in your general area
We cannot guarantee the service performance will change.
It can vary it will be less the priority speeds
Will they drop to 2 MBPS OR LESS? Or will they be 15 or 10 or 25 or what?
You are an internet provider.You have this information.
Or who in your company can provide this information?
Sorry Nancy Like I said it can vary depends on the usage patterns in your general area.
Who can answer what my usage patterns are in my area?
Sorry we don't have the exact usage for your area Nancy.
No one in your company has this information? Beyond customer service?
No ma'am it can vary there is no set speeds
OK. I know someone must know this, but let's move on. Will my latency improve or decline when I am onpriority data?
Yes it can decline just according to how congested the network is.
so it can be worse than I am already receiving, even on a new premium plan even during my priority data period?
We cannot guarantee the service performance will change once you change your plan.
Most of our service plans support fast speeds across all hours of the day
So basically you will be charging $50 more and guaranteeing nothing better than I have right now if I go with your Gold or Platinum program.
If that is the plan you are looking to change to.
So that is a yes? I will pay$150 for gold or $200 for Platinum and you are saying I will be guaranteed nothing better if I change to one of those?
Sorry we cannot guarantee it will be better.
I was pretty irate following this chat. I asked repeatedly to escalate. They finally got on a supervisor who, like the other robots, pasted the same text over and over and over again. And to think I would not have even known this had I not reached back out with my big aha questions.
I thought I had a good plan with ViaSat and would have stayed on a long time. I don't really know what other options I have, but I am going to start looking all over again. It's sad. Why do technology companies have to be such <removed Profanity>
They admit to making an error and then they come back and screw us all over. Maybe they need some competency and accountability.