Viasat as one of the key satellite internet service providers in the United States delivers broadband internet connection for rural customers. As it is a relatively young company, it has more than 700,000 customers across the United States of America, and its goal is to deliver high-speed internet to locations that are not accessible with cable or DSL services.
That part makes sense but how satisfied are these Viasat customers with the service being offered by the company? That is why getting a high-speed and consistent internet connection is crucial for work, streaming videos, gaming, etc. With knowledge of how customers perceive and engage with Viasat, prospective subscribers can determine whether the company meets their connectivity needs.
Viasat Internet Speeds
Among all the aspects that can affect customer satisfaction the most important one is delivering the advertised Internet speed. As of now, Viasat has various packages that it provides where the download speeds can go up to 100 Mbps in some areas. The Bronze 12 is the starting package with a maximum speed of 12 Mbps.
As per the Viasat broadband subscriber’s peak usage hours, it has been noted that the basic speed of broadband is around 45 Mbps according to the 2022 FCC data. This means that the majority of customers receive speeds below the maximum that Internet Service Providers advertise. Some of the conditions that can slow down speeds include weather conditions, topography, traffic, and distance to satellites.
Dependability of the Viasat Network
The network uptime percentage of Viasat is exceptionally high because it uses satellites in orbit to relay signals to customer premises. Satellites are designed to have backup systems, and the chances of a satellite getting out of order at a particular moment are not as high as for ground-based cables and other structures. In terms of reliability, Viasat claims to achieve a 99.9% network availability most of the time but not during conditions such as storms.
There is a sense that the Viasat network is generally dependable, with steady pings for gaming as well as streaming. Interferences are less expected to be from the satellite source since other factors may hinder the reception of the satellite dish such as rainy or snowy weather.
Viasat Data Caps
Many a reviewer has cited data limits as one of the biggest downsides to Viasat, as these are quickly depleted when doing data-hogging tasks. They offer only as much as 12-40GB for entry plans with extra charges incurred for additional use. Even the higher plans go up to 150GB.
This can be detrimental to data usage as heavy streaming, gaming or downloading can use up the caps within the month thus setting back the speeds and or incurring overage charges. Many customers complain that they need to limit the use of the internet to avoid going over the limits set by their ISP. Therefore satisfaction is slightly lower among the power user segment that requires more data.
Viasat Customer Support
The positive reviews highlight that the company has effectively replied to customer support inquiries and that the specialists are friendly. They provide phone, online chat, and e-mail accessibility for customers throughout the year, day and night. Simple problems such as changing the direction of satellite dishes get solved quickly with service calls or through self-service web pages.
Concerning billing, there is also good management as is seen by most reviewers. This may not be the lowest churn rate that could have been achieved, given the nature of Viasat’s technology and the satellite installations, but it is decent enough when measured against major cable providers, especially in terms of customer service.
Conclusion
Despite this, Viasat has a good rating from its users who have accepted the limitations in the speed and data allowance. As for dependability, Viasat offers acceptable reliability among the satellite broadband services limited by line-of-sight conditions. Customer support is also considered satisfactory regarding the subscriber base according to the comments. But for data-centric users, caps could be restrictive compared to unlimited fiber or cable internet. The trick to ensuring that your usage needs are met is balancing your usage needs against the plans available.
In short, identifying the key areas of customer experience such as speed, reliability, data, and service support paints a true picture. For those living in rural areas where there are no options, Viasat is still a good thing to have with some drawbacks.
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