We have used Viasat for some time and it seems that the speeds have gotten slower and slower. We cant tell any difference when the data reloads and when its been used up. We have had a number of severe storms in our area causing power outages, etc from strong winds and wonder if our satellite needs to be reset. I would purchase more data but don’t want to spend more money if it will not change anything.
Hi @ARMg1975,
I’m really sorry to hear about your bad experience with the Viasat service.
I’ll be taking a look at your case, to help me troubleshoot your scenario please run a
speed test from your modem and share the results with me. To do that you can follow this tutorial: How to run a speed test from my modem?
I’ll keep you updated through this post.
Thank you,
Avner
Hi @ARMg1975,
Just to give you a quick update on your case.
I just added 30GB of extra priority data (free of charge) to your account for me to troubleshoot your internet connection at full speed. We are still investigating your issue.
Thank you,
Avner
Thank you for the data.
I just ran a speed test and results were upload - 5.11 & download 2.59. I have been trying to use the computer today and it has still been extremely slow loading documents & getting on websites.
Hi @ARMg1975,
I’ve been running speed tests from your modem and I see good results:
Could you run a speed test from your modem and send me your results?
You can follow this tutorial: How to run a speed test from my modem?
Make sure you are following these conditions:
1 - You are using the Viasat Browser
2 - You are using Viasat SpeedCheck
3 - You are logged
Whenever you run the tests you can share your results here on this post.
Thank you,
Avner
I ran speed test as instructed and results were: Download - 4.8 and upload 5.0. I have not been getting much more than that for some time now. We are very disappointed with our service but really have no other options at this time. The service has been better in the past. Thank you for your assistance.
Hi, @ARMg1975,
The speeds were the same in the device and in the modem? The standard data speeds in night hours can be below than the regular speeds, but there could be additional issues with the router, for instance.
Could you check if you got the results from the modem in that last test?
Also, did you notice if the speeds were better when you had priority data? We are currently running an experimental feature called data saver. It prevents excessive data usage in streaming apps.
That feature can help you keep for longer the priority data, thus keeping your speeds at higher levels. See details on how to activate the data saver feature in this link: Announcing the Data Saver Feature Experiment!
Yes the test results are from the modem and we can tell very little difference when running with priority data.
Hi, @ARMg1975,
After consuming all priority data the speeds are not the same.
If you allow me the ask, do you usually use your data with streaming?
If that’s the case, would you like to try enabling the data saver feature?
That will help you extend your priority data, thus improving the overall speeds.
We really need to check not just the speed values but some other information in the speed tests results.
So, when you have a chance, please take the following steps:
1 - Open the Viasat browser – this test won’t work on other browsers;
2 - Go to this website: Viasat Speed Check | Home
3 - Log in using your My Viasat account
4 - Run the test
5 - Download the results (or take a screenshot)
6 - Send me the results in a direct message
Thanks for your cooperation!
| Download (Device) | Upload (Device) | Ping | Jitter | Download (Modem) | Upload (Modem) |
|---|---|---|---|---|---|
| 32.75 | 4.86 | 634 | 244.33 | 40.20 | 5.10 |
I don't know what happened but I have never gotten such good results before today. This is pretty good.
This post was generated on SpeedCheck
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I’m seeing the same on my end, and that’s not priority data:
We don’t do streaming. We try to watch movies occasionally but get frustrated because they are very slow to load and freeze frequently while trying to watch.
Hi @ARMg1975 ,
Would you like us to make an analysis of your data usage to verify if there are any abnormalities or issues with your usage? If so, just express your consent and we can verify.
Thanks,
Leonardo
Yes that would be good.
Thank you. I understand that the downloading & gaming , etc uses up a lot of data but even when we have optimum data the system is still very slow. I have college students in the home who are trying to do school work on the computer and they are having a hard time because it is so slow. I need to try and find a solution for this. I’m not sure that buying more data would help.
Hi @ARMg1975 ,
Unfortunately, your service area appears to be affected by network congestion beyond the usual peak busy period (evening hours), which explains the speed fluctuations you have observed. While we don’t have an immediate solution, our Viasat Engineers are continuously working to relieve congestion within our network, so you can expect improvements in the long term.
However, when using high-speed data your speeds will generally be better than with regular data. Therefore, saving data could help keep the speeds as fast as possible throughout the day, but please note that even with high-speed data your experience can be impacted by network congestion.
We understand how frustrating this situation can be and we’re doing our best in order to solve this kind of issue. We deeply apologize for this experience.
Thanks,
Leonardo
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Do you have any other suggestions for us? My granddaughter has been trying to do her school work today and is unable to do an exam because it says our internet is not sufficient to support it. This is very frustrating and I don’t know what to do about it. We really don’t have any other options for internet in our specific area except Hughes Net and they are not any better.
Hi @ARMg1975 ,
We greatly apologize for the bad experience you are having. The only suggestions we have for this type of situation would be to save high-speed data - When you’re out of high-speed data your speeds will worsen depending on how many people are using the internet in the same region as you are at that time - and to use the internet during periods that are not very busy, which in your case would be from midnight to roughly 1 pm.
We’re exceptionally adding some high-speed data free of charge to your account at this time, but we do recommend cautious usage of data in the future.
Thanks,
Leonardo