Extremely slow speeds and dropped connectivity

Dreadful speed and lack of consistent connectivity.
Viasat speed test:
Ping 679
jitter 45
Download 3.9
upload 0
Restarted modem already.

Hi @MD1384

I apologize for the bad experience you’re having with Viasat.

I ran a few speed tests on your modem and they were also not up to your plan’s expected speeds.

It looks as though your antenna is mispointed, and that can cause slow speeds and bad connectivity.
Do you remember any recent bad weather events that could have shifted the satellite dish or antenna out of alignment?

You might want to consider attempting a self-repoint following this guide:

If a self-repoint doesn’t sound viable, then we can request a tech visit to repoint your antenna and improve your experience.

A tech sounds good as it is on the roof. How do we arrange for this?

Hi @MD1384

I’ve requested a service call for you free of charge so that the technician can properly repoint your antenna.

The Field Operations team will get in touch later to schedule this visit with you.

Thank you.
Will they be in touch via email?

Hi @MD1384

They will contact you using the phone number associated with your Viasat account. :slight_smile:

Hi again @MD1384

I see that your tech visit was completed successfully on January 8, and the technician repointed your antenna!

How has your connection been since then?