After repeated attempts working with customer support and visits from technicians I still consistently experience poor performance. In many cases less than 10% of the advertised data rates for our plan. There is clearly a difference between daytime and evening performance which indicates to me it is not an issue of our at home equipment but rather and inability in Viasat’s bandwidth capabilities. How do you intend to resolve?
Hi @jimjessup2020,
Sorry about this experience.
We made a configuration change to your account - we hope this will allow you to be less impacted by congestion during the peak busy period (evening hours).
The change will be applied in about 1 hour, so please let us know if you perceive any improvement later today/tomorrow.
Thanks,
Nacho
Nacho,
Thanks for your email. I will test at various times the next couple of days and will share the results. I’m very hopeful that whatever you have changed will make a difference.
Best,
-Jim
Nacho,
I wanted to share what I’ve been seeing in terms of services. I know you will have the details for the plan we are subscribed to and I suspect you will also have access to the speed check results I am seeing. The results I’m sharing are an export from the Viasat browser.
I added a few columns, highlighted, in this attachment. While we periodically see something close to the service level we are subscribed to those results are infrequent and I am still experience major slow downs in the evening hours.
I should also point out that I tested with a direct connect (hardwired) connection to the router as well as wifi connection. The results are pretty consistent regardless of how I’m connecting.
We are able to occasionally receive performance close to the plan service level. After the testing your technician and I have performed I am confident this is not an issue with our on premises equipment.
I would hope that Viasat would agree that an average of 30% of the advertised service level is not acceptable. I’m not sure what corrective action Viasat is willing or able to make so I’m interested to hear what ideas you have.
Thanks.
-Jim
(Attachment Jessup speed-check-results-00a0bc9e12e8 (6).xls is missing)
Nacho,
I just received notice that my attachment was not accepted to to my attachment. Resending my note without the attachment but happy to share those details in whatever format is acceptable.
-Jim
Nacho,
I wanted to share what I’ve been seeing in terms of services. I know you will have the details for the plan we are subscribed to and I suspect you will also have access to the speed check results I am seeing. The results I’m sharing are an export from the Viasat browser.
I added a few columns, highlighted, in this attachment. While we periodically see something close to the service level we are subscribed to those results are infrequent and I am still experience major slow downs in the evening hours.
I should also point out that I tested with a direct connect (hardwired) connection to the router as well as wifi connection. The results are pretty consistent regardless of how I’m connecting.
We are able to occasionally receive performance close to the plan service level. After the testing your technician and I have performed I am confident this is not an issue with our on premises equipment.
I would hope that Viasat would agree that an average of 30% of the advertised service level is not acceptable. I’m not sure what corrective action Viasat is willing or able to make so I’m interested to hear what ideas you have.
Thanks.
-Jim
Hi, @jimjessup2020,
Please send the attachment to this email: support@viasatengineerchat.zendesk.com