The Data Extender doesn’t seem to be staying on when I enable it. If I turn the extender on, close and reopen the app, the extender is off again. Because of this issue, I could not extend the life of my data. The Data Usage section of the app is also not working for me. It’s only showing a message that says “Sorry, something went wrong. We’re having trouble retrieving your daily usage information right now. Please refresh the page or check back later.”
Ok we will take a look. Thank you for posting.
Hi @ShanPetey I just wanted to give you an update on our progress:
- A fix is being pushed tomorrow to fix the Data Extender issue you pointed out.
- Can you still not access the Data Usage section?
Thank you for reaching out. Yes, I can access the Data Usage section and it’s working properly now. Thanks!
By the way, I’ve noticed that my service becomes very slow at night around 8 p.m. or so. Is that normal?
Hi @ShanPetey we can look into it. I hope to have an update soon.
@ShanPetey can you share your speedtest results with us at 8 pm? Also, how are they different from other times of the day?
You can also use the Results History tab within the Viasat Speed Check to document your speeds.
Hi @ShanPetey I will take a look into your account. Since it has been a month since the last time, are there any new symptoms apart from the slow speeds at night (around 8pm)?
No new symptoms except the speed beginning around 8 p.m. I need to run a check in the morning so you can see the difference. I will try to remember to run one in the morning and send it to you. The speed slows down so much at night that I can’t get texts to even go through on my phone and if someone sends me a message, it comes in as needing to download but I can’t download it until the next day when my speeds are stronger. Thanks for checking on this and I’m sorry for my delay.
Hi @ShanPetey, yes another full diagnostic test when the speeds are good could be useful, just to rule out any Wi-Fi problems.
Thank you very much for sending the tests! We’ll keep monitoring and investigating and once we have an update we’ll get back to you. Sorry for the wait!
Your chat feature is currently down on your website and my signal is not strong enough for a phone call. I would like to cancel the Easy Care service on my account please. Let me know what other information you need.
Hi @ShanPetey ,
Sorry for the bad experience with the signal and the chat. We’ll contact the relevant personnel and get back to you once we have an update.
We heard back from the team we escalated to, they removed EasyCare from your account, this change became effective today May 1, 2023.
Thank you! Sorry to be such a pain but I don’t feel that I am getting the service that I’m paying for. It’s somewhat decent in the morning and during the day but after around 8pm, I can’t even download a simple text message. I am starting online classes in 2 weeks and will have to do my homework at night. I need consistent service. Please help.
Hi @ShanPetey, sorry about the bad experience in the evenings. Your equipment looks healthy, I will try to do a bit more research on the performance of the service area you are in.
In the meantime you could help us by running a few full diagnosis tests on the Viasat Speed Check. I would recommend running these at a few different times and sharing the results with us. Here are the instructions to run these: How to run a speed test from my modem?
Thanks for your patience.
Hi @ShanPetey ,
Are you still having trouble with your internet service? If so, please don’t hesitate to reply here and we’ll be more than happy to help.