Hardly any internet

I have only been a customer for about three weeks. I have an unlimited plan, and have used less than 400 GB for the month. We can watch nothing on tv without it buffering every few minutes, we cannot check emails, nor can I use my computer without it freezing or without being kicked off. I know nothing about checking speeds and all of that jazz. I find it ironic that I have to use my Verizon data on my phone to contact you or to fix my problem on my own, as I assume I will have to do? Please help.

Hi @cheryl_h ,

I’m sorry about your experience.

Currently, I can see your modem is receiving good speeds!

We will need more information to understand what can be causing the problems you mentioned.

When you get a chance can you please run a complete speed diagnosis using https://speedcheck.viasat.com? This will help us get a full reading on the speed situation and allow us to identify/rule out Wi-Fi issues.

You can find the complete instructions on how to run it here: How to run a speed test from my modem?

Thanks,
Isabela

Hi @cheryl_h

We haven’t heard back from you in a while. Are you still experiencing issues with your connection?

Were you able to run a few Speedchecks? If not, I’ll attach the instructions here.

Please, follow the guide below and let us know if you experience any issues while testing:

  • You can download the Viasat Browser here: https://browser.viasat.com/.
  • After you install the browser, you need to be logged in on speedcheck.viasat.com.
    • To do that, click “Login” in the upper right corner of the menu, as indicated in the picture below.
    • The credentials for this login are the same as the ones you use for MyViasat.

image


When you run the tests from the Viasat browser, we can see “Speed from your device” and most importantly “Speed from your modem”, which is greatly useful to identify discrepancies in the speeds, such as in this example below:

:exclamation: The Modem Speed Test is currently not compatible with iPhone/iOS devices. If you don’t have an Android mobile device, please run the test on a computer.

I know this is a bit more cumbersome than just running a normal test, but the complete diagnosis helps us eliminate other factors.

Thank you!

Hello! Yes we are still having issues. Last night, it buffered every few minutes my husband said. But, I haven’t had a chance to go through your steps yet. We just had a garage sale this past weekend, and now two dogs with health issues. :tired_face: I’ll let you know when I can run those tests. Thanks for checking with me!!

Cheryl

1 Like

Hi @cheryl_h

Sorry to hear that :frowning:

No problem, we’ll keep investigating your account in the background using our tools while we await your test results.

We hope your dogs get well soon. :pray:

Hi again @cheryl_h

Two points I’d like to go over with you:

  1. We’ve identified that your network region is currently undergoing an unplanned outage, which can drastically impact connectivity and speeds. Our engineers are working to have this resolved as soon as possible, but in case you notice the situation getting worse, this might be why.

  2. We found a few issues with your hardware, and escalated this to our Modem team. It’s very likely that an antenna mispoint, or a defective outside unit, are the main reason for your network issues. I can see that your modem is dropping frequently, and your signal quality is currently lower than expected. A service call is very recommended to fix these hardware problems.

We can request this tech visit, or you can request it with Customer Care at 855-463-9333. You have the Easy Care add-on, so this would be free of charge in any case.

Let us know what you’d like to do! :slight_smile: