We’ve experienced consistent slooooooooooooooooow speeds in recent weeeks. Speedtests this morning have ranged from 0.74 mbps to 9.5 mbps. This is common with most tests in the 7.1mbps range. I’m on the Viasat Unleashed 25-100 mbps plan. Today is a clear and sunny day across most of the southeast. I have power cycled my excede modem multiple times and rebooted each of my computers as well - so far no improvement. HELP!
Can a technician come out and check my antenna alignment? SOON?
Hi @rayredd,
Sorry for your recent experience.
We’ve identified a possible fix for your issue, and made some changes to your network configuration.
These changes will be in full effect exactly 1 hour from now.
After that, could you please use a laptop or Android phone to run a complete speed diagnosis on https://speedcheck.viasat.com, with the Viasat Browser?
This will help you verify if your speeds have improved and allow our team to identify any further issues.
Thank you!
Today’s service call (Direct TV technician) was a total waste of time. The technician was unprepared to log directly into the exede SB2+ modem (which I was able to do with a 10 year old laptop, an ethernet cable and 5 minutes of research). He told me that my satellite view was blocked by a nearby tree, but he was checking alignment for ViaSat-3. I now see from the Viasat Tech Tools app that I am on VIASAT 1 - which according to the Satellite Finder tool is completely open and unobstructed sky. Technician, while highly professional acting exhibited a total lack of knowledge, customer care and, apparently, competency! A speedtest conducted via the Viasat Tech Tools, just now (17:10 ET) showed speed of 19.8 / 7.48. Something remains wrong with the system / configuration / installation. We’ve paying for 100mbps (though I see that you deefine the 100mbps plan actually as 25-100mbps.
I can’t consistently get 25 mbps! Somebody HELP!
Hi @rayredd
I’m very sorry about this situation, I will check right away with the Field Operations team what happened with this service call.
Just so I understand correctly, the technician repointed your antenna and dish?
Please keep in mind that the “Unleashed” terms of service is “Download speeds of up to 25 – 100 Mbps”, not 100Mbps as a fixed range.
PS @rayredd
When you get a chance, can you please use a laptop or Android phone to run a complete speed diagnosis on https://speedcheck.viasat.com, with the Viasat Browser?
Sometimes we see good speeds on our side from your modem, but this doesn’t reflect your devices’ speeds; so with this tool we have a way of knowing both at the same time.
This will help us get a full reading on the speed situation and allow us to identify/rule out Wi-Fi issues.
You can follow our guide: How to run a complete speed diagnosis – and please let us know if you face any problems while running the tests.
Thanks!