I have noticed a significant decrease in response speed on my Viasat internet service in the last/recent 3 to 4 months. Prior to this time my service was not as fast as fiber broadband service, but was usable and I could work with it. I now often times will not get a response to requests such as to open a commonly used website, and frequently have to disconnect from the Viasat service (on my Apple Mac Book Pro) and then reconnect so that I can get a response. I feel that something in your system has changed recently, as there has been no damage or movement of my satellite antenna. This problem is not just for my computer, my wife also complains of very slow responses when trying to access various sites on the internet. Both of our computers are Apple brand, and we both use the Viasat web browser. I have tried resetting the satellite modem (by powering it off and back on), but that does not seem to help. Is there anything you can do to restore/improve my service? Things have gotten so annoying that I am contemplating canceling my Viasat service and just using the hotspot feature on my iphone to access the internet.
Thank you for any help you can provide.
Hi @campbell2j,
Sorry about this experience. I took a look at your account but couldn’t find any issue right away.
If you could please run a few complete speed diagnosis tests using https://speedcheck.viasat.com, across a couple of different times throughout the day, that might help us rule-out/identify certain issues.
Here are some instructions to run the test: How to run a speed test from my modem? I recommend using an Android device or Windows/Mac laptop.
Thanks,
Nacho
Thanks for your response Nacho, and for the information. I have tried doing the speed test several times, and frequently encounter an error wherein the speed test cannot connect to the server. I finally got one that connected, and there was an error when the speed test tried to create the modem speed results. I kept trying and finally got a speed test that seemed to work, and the numbers look pretty bad to me. I tried to create the copy of the speed test results (per the instructions in the area you provided the link to) and will try to attach it for you. Thanks again, and please see what you can do to help us with this issue.
https://speedcheck.viasat.com//result/YZS45M3ofIUFGg6BocLI
Regards
Jack
Hi @campbell2j,
Thanks for running these tests.
I noticed that there is a big discrepancy between the speeds on your modem and the speeds on your device. How far were you from your Viasat modem when you ran this test?
These discrepancies sometimes indicate Wi-Fi issues, so in order to confirm/rule-out this, could you please run a test standing next to your modem?
Thanks,
Nacho
Nacho
The modem is located in bedroom number 2 about 45 feet from where I was sitting in the living room when I ran the first speed test. I just ran another speed test standing right beside the modem, the result is attached. Thank you so very much for your work in helping us figure out and resolve this issue. FYI, my wife and I cannot come up with any changes in the electronics used in our house that might be interfering with the modem signal, and in the past that signal has worked very well in every part of the house and outside within about 20 feet of the house, usually on the front porch.
Regards
Jack
[
Viasat Speed Check | Home
Test and diagnose your satellite internet speed with Viasat Speed Check
](Viasat Speed Check | Home)
https://speedcheck.viasat.com//result/q9ShAp6B9nqlOy7sZwNV
Hi, @campbell2j,
Thanks very much for the tests. As a final request, could you run 2 or 3 more tests (close to the modem) before 4 PM?
Sorry about all of those tests. The idea of taking those final tests before 4 PM is just to isolate as much as possible the behavior of the router, to confirm if it is malfunctioning. We’ll replace it after confirming the issue.
Thanks for your cooperation!
No problem doing the additional tests, I am happy to do whatever I can to get this issue resolved. You didn’t say if you wanted the tests spread out during the day until 4 PM, so I did the first test at approximately 10 AM. I’ll wait for a few minutes and do another test, and so forth until I get the 3 that you need.
Thank you very much for your work in getting our service restored to previous performance levels.
Regards
Jack
Test number 1:
[
Viasat Speed Check | Home
Test and diagnose your satellite internet speed with Viasat Speed Check
](https://speedcheck.viasat.com//result/0P3488qmjcGOWgrdCJlI)
Test number 2:
https://speedcheck.viasat.com//result/Xd3SraeGrFPZ97Hqq9wo
Test number 3:
That’s perfect, thanks. I’ll be waiting for the results.
Anderson
I attached the results of the 3 tests to my last response, did you not receive them?
Oh, that’s right, I can see them now.
Thanks for sending the results, I’ll reply as soon as possible.