Hello. I am a new Viasat customer currently having problems with very slow connection speeds. My satellite antenna & modem were only installed 1 week ago and I’m pretty disappointed with my connection thus far. After running a speed test with the recommended Viasat web-browser, I am topping out at 11 mbps consistently. Sometimes I can register a speed of appx. 50 mbps, but it never stays very long. This is unacceptable and I’m hoping to resolve the issue as promptly as possible. Based upon other comments in the Viasat Forums, I’m thinking that my satellite antenna might need some fine-tuning?
Engineers, please help!
THANK YOU
Hi @rc.constrn,
Sorry about this experience.
I’ll take a look at your account and hope to have an update soon.
Thanks,
Nacho
Hi @rc.constrn,
At this time I’m seeing good speeds (given that you are on a plan that offers download speeds of up to 30 Mbps) from your modem:
However, I do see that you ran some full speed diagnosis tests in the last 2 days in the late afternoon, where the speeds are not as good:
During the peak busy period (around evening hours) there can be congestion in the network which explains the slower speeds you are seeing around those times. Doing some additional analysis, I noticed that there might be a possibility to make a small tweak in your account configuration to move you to a slightly less congested network segment.
I will let you know once the adjustment is made.
Hi @rc.constrn,
I applied the change, it should be processed in about an hour. Hopefully this helps improve the experience during the evening hours.
Thanks,
Nacho
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Hi, @rc.constrn,
As Nacho said, we made some changes in order to improve your speeds.
When you have a chance, please let us know if you see any difference.
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Thank you, Nacho and the Engineers Team. This has definitely helped our situation immensely. Our speed is now consistently in the 30s Mbps, and our streaming TV quality is much, much better.
Side Note for any other users reading this thread: Upon initially signing up for Viasat service, I underestimated the amount of High-Speed data the household would be consuming. If you are a customer who will be using your Viasat connection for streaming television & especially Live TV, you may want to consider upgrading your service plan to account for additional High-Speed access. This was a learning experience for us.
Thanks again to the Viasat Support Teams for prompt response time.
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Hi, @rc.constrn,
Thanks for the feedback, we’re glad that things are better now.
About unexpected usage, I suggest you sign up for the Data Saver experimental feature. You can learn more about it here: Announcing the Data Saver Feature Experiment!
The goal of the feature is to decrease the usage caused by video downloads.
Although the feature is experimental, it has helped a lot of customers save data.
If you want to give it a try, let us know.
Thanks!
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