Extreeeemely Slow

Julienbjoly · June 13, 2023, 2:18am

I got Viasat installed earlier this day with the 25mbps plan, but I am getting internet speed far below what I am paying for. I tried using my phone, the desktop, wifi, ethernet, with and without VPN, the result is the same. See the screenshot attached.

If I cannot get internet speed somewhere close to what I expect from my plan, I will have to cancel my service and look elsewhere.

Nacho · June 13, 2023, 5:29am

Hi @Julienbjoly,

Sorry about this experience. We will take a look at your account in the morning and see if we can identify the issue.

Thanks for your patience.

Nacho

Nacho · June 13, 2023, 4:14pm

Hi @Julienbjoly,

We requested our field services team to remotely assess the install details and see if everything was set up correctly. I will let you know once I have and update.

Thanks for your patience,

Nacho

Nacho · June 14, 2023, 3:32pm

Hello @Julienbjoly,

There was an issue affecting speeds in your service area that was resolved this morning by some of our engineers. Have you perceived an improvement in the speeds?

When you get a chance, could you please run a few speed tests using https://speedcheck.viasat.com/ and share the results with us?

Thanks,

Nacho

Julienbjoly · June 14, 2023, 4:43pm

This is from my phone as the only connected device, without VPN, no other apps running, right next to the modem. Admittedly, there has been an improvement, though it is still not the 25mbps download speed as per the plan.

Leo · June 15, 2023, 2:23pm

Hi @Julienbjoly ,

Thanks for that information. Could you kindly provide a screenshot of the test showing the speeds from the modem as well? The test from our side yielded good results:

This means we gotta figure out why these good results from our side aren’t consistent with your experience and how to fix that.

Thanks,
Leonardo