I changed from DSL over the landline to Viasat on April 23 2014. I made this decision after looking at other satellite internet providers and decided Viasat was right to me. I have the Unlimited data plan. The installer did his job and connected me quickly and I was off and running. As soon as I began using the service it became obvious that it was much slower than I was expecting. I had purchased the modem from Centurylink and it surpasses recommended modems so I was able to pair it with my Viasat modem. It was only
A slight improvement. A few days later it was so slow I couldn’t load any apps. After calling and rebooting my modems the found something off and sent the installer out again. The installer was insisting that he was only an installer and could do nothing about speeds. After checking he found my antenna was off beam and he readjusted the dish and said everything was working perfectly.
Speed check was good but in real use it is still slow.
After calling tech support they said my dish receiver had been unusually hot and scheduled another visit from the same installer who does nothing about speeds. It just so happened he was in the area and called me this morning and said that he checked my system and it was perfect.
That he would come back out on the scheduled day but there was nothing he could do as he never heard of overheating as a problem before.
The slow speed continues.
If I cannot get the speeds and service as expected or if the engineers can not troubleshoot and fix this then they can come back out and get this crap off my roof.
Hi @John.wilson20 ,
We are sorry for the issues and the delay in getting back to you. I’ve sent you a direct message asking for pieces of information we need before we can proceed with your support.
Thanks,
Leonardo
Speed test shows 18 gigabytes download and 8 gigabytes upload. I have only used 35 gigabytes in my unlimited plan. Are you throttling my service because I have to wait for a page to load. Reminds me of the dial up days. Click
On a page. Go mow the lawn and come back to see if page is loaded yet. Go run some errands and come back and see if the page is loaded yet. Wash the car and come back to see if the page has downloaded. My customer number is [redacted]
Acct number [redacted]
Sorry for the delay in replying.
Please be careful of posting your account number or other private information here on the public topic.
We’ve received your account number on the private thread, so you don’t need to post it again. I’ll have a look at your setup to identify what’s going on, and let you know what we find 
PS - you can identify if a topic is public (everyone can see it) or private (between us Engineers and you) by watching out for this envelope icon at the top of the page, and usually the subject starts with “RE:…”:
I ran a few tests on your modem while investigating, and the speeds seem to fluctuate a tad, but they are mostly high (over 60Mbps):
Could you please run a few speed tests for us? I’ll attach the full guide below.
Please, follow these instructions and let us know if you experience any issues while testing:
- You can download the Viasat Browser here: https://browser.viasat.com/.
- After you install the browser, you need to be logged in on speedcheck.viasat.com.
- To do that, click “Login” in the upper right corner of the menu, as indicated in the picture below.
- The credentials for this login are the same as the ones you use for MyViasat.
When you run the tests from the Viasat browser, we can see “Speed from your device” and most importantly “Speed from your modem”, which is greatly useful to identify discrepancies in the speeds, such as in this example below:
The Modem Speed Test is currently not compatible with iPhone/iOS devices. If you don’t have an Android mobile device, please run the test on a computer.
I know this is a bit more cumbersome than just running a normal test, but the complete diagnosis helps us eliminate other factors.
Thank you!
Sorry I didn’t get this message.
I was not aware that the speed test from the Viasat browser speed test is not compatible with my iPhone.
Yes, unfortunately speedcheck.viasat.com doesn’t support Apple/iOS devices yet.
Do you have any laptop or Android devices in which you could try the test?
Yes I have installed the Viasat browser. Logged in and ran speed tests for device. A pc running windows 10 and the Viasat modem. I hope it can see you results. I will change router settings and repeat the test
What year see on your speed tests was using my Zytel C4000LZ modem at determine which channel was faster. It then used the Viasat modem and checked 5g vs 24g and was able to determine 24g was fastest but not as fast as the Zytel 24g which is fastest of them all. Can you determine why I’m having speed issue from these tests.
Hi @John.wilson20 ,
This appears to be a Wi-Fi signal issue. You have tests using the Viasat 2.4G:
Using Viasat 5G:
And with the Century Link:
Most of your tests presents device speeds significantly lower than the modem speeds. That means that you are receiving the expected speeds for your plan, but your individual devices are not.
An external router such as this one – TP-Link AC1200 Gigabit WiFi Router Archer A6 – could improve the Wi-Fi coverage in your house.
If you acquire that router or a similar one, the Wi-Fi coverage in your house would improve and the speeds on your devices could be as good as the speeds on your modem.
Thanks,
Isabela
OK. I’m having trouble seeing your reply s. Is this router better or the Zyrtec CL4000 LG that I bought from Centurylink. I don’t want to buy another router if I don’t have to.
Hi @John.wilson20 ,
I understand your frustration, I listed some other options on your new topic:
For public knowledge, this topic is being worked on: Ping Rate slowing me down