3 weeks unable to stream videos without problems

For the past three weeks, I have been unable to stream video without the video crashing or never starting. In addition, my smart TV and tablet are unable to maintain a connection with the internet. When I ran a speed check tonight (because I couldn’t stream a video), this is what I had:



Speeds less than 4 when they should be close to 100…

Hi @jhfeducation,

Sorry to hear about your bad experience with the Viasat service.

I just ran a speed test from your modem and I see good results:

To help me troubleshoot your experience can you please do the following?

1 - Download the ViasatBrowser
2 - Access Viasat SpeedCheck again
3 - Log in using your MyViasat account
4 - Run a speed test once again and share the results

I’m asking these because, with the Viasat Browser, you’ll be able to run other important diagnostics like speed tests from your modem and Wi-Fi metrics that can help me address your issue.

Thank you,

I downloaded the Viasat Browser, accessed the speed check, logged into MY VIASAT account and ran the speed test a couple of times. Here is the result:

Hi @jhfeducation,

Upon analyzing your screenshot it seems like you’re not logged in with your account inside SpeedCheck.

You can see the message that says you should log in using your My Viasat account to be able to access the speed from your modem (red rectangle).

To log in you should click on the “LOG IN” button on the top right corner (yellow rectangle), you should be redirected to a login page, and then, after filling out the form you I’ll be redirected back to SpeedCheck.

Can you please try to run the test again and share the new results?

Thank you,


I hope that I was able to capture all of the information you need this time.

Hi @jhfeducation,

Yes, that is what I was asking for! Thank you.

I see a big difference between your modem speeds (64Mbps) to your device speeds (3Mbps).

Can you explain to me how are the devices distributed in your house?
What device did you run the test with? Is it using a Wi-Fi connection? If so, is it far from your modem?

These questions will help me understand your issue.

Thank you,

I have two smart plugs, 2 Alexa devices, a phone (that sometimes uses wifi) a wireless printer, 2 computers, and a smart television. I usually the only person at home so usually only one device is being used at a time. I live in a small 700 square foot house. The longest distance from my wifi modem to any device is approximately 20 feet.

I ran the test on my laptop computer using a wi-fi connection. I was sitting about 15 feet from the modem at the time of the test.

I have been able to stream movies fairly easily in the past. The slower speeds started occurring about 3 weeks ago. There have not been any changes in the position of the modem, the structure of the house, or the position of the exterior dish.

Thanks for your help.

Hi @jhfeducation,

Thank you for the reply.

I’ll keep investigating the issue. In the meantime could you run some speed tests during the day? I want to see if that speed difference is constant.

Please make sure to be logged in and to use the ViasatBrowser while running those tests for us to have the modem speed test.

Thank you,

Hi, @jhfeducation,

Could you try running the same speed test using an Ethernet cable? If you don’t have a cable, please try the same test with your device right beside the router.

We’re considering that this could be a router issue.

I did some tests now and I saw good speeds on the modem:

Thanks for your cooperation!

Thanks for all of your help. I appreciate it. It looks like the problem has been solved. Thank you!

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Hi, @jhfeducation,

Thanks for your feedback. So, is the Wi-Fi working better now? Or have you installed a new router?

I switched to a new Internet provider. Thanks!

Hi, @jhfeducation,

Ok, I see.

Have a great day!