How to run a complete speed diagnosis

[Leo]

What do we mean by complete speed diagnosis?

Any regular speed test only measures the speeds that you receive on your device (phone, laptop, etc.), unlike the Viasat Speed Check which can measure the speeds that are received on your device AND the speeds that are received on your modem.

Additionally, a complete Speed Check gathers lots of metrics that contextualize your results, enabling the best possible troubleshooting actions. See this example below of a customer’s results, where Speed Check identifies a potential Wi-Fi issue that couldn’t be tracked by a regular test:

How does the Viasat Speed Check work?

There are 2 requirements to run a complete speed diagnosis:

1. Being on the Viasat Browser, which talks to your modem, powering the diagnostics
2. Logging in with your My Viasat credentials, to secure your results

See this diagram below to learn more about how Speed Check works:

Instructions for Desktop (Windows and Mac) devices

Click here to expand instructions

1 – Download the Viasat Browser here: https://browser.viasat.com

2 – Using the Viasat Browser visit the SpeedCheck website here: https://speedcheck.viasat.com

3 - Log in to your MyViasat account following these steps:

      3.1 – Click on the “LOG IN” button on the top right corner:

      3.2 – Click on “Log in with My Viasat” button:

      3.3 – Log in with your MyViasat credentials; you will be redirected back to SpeedCheck afterwards:

4 - Run the speed test by clicking on the “GO” button:

5 – Wait a moment before your Device speed test is completed, the modem speed test will run automatically:

6 – Share your result following these steps:

      6.1 – Once both your tests have run you will be able to see a green button to share your result:

      6.2 – After clicking on it you can click again on the blue button to copy the link to that specific test:

      6.3 – You will see a message saying that the link was copied to your clipboard, now you can paste it anywhere using the “Ctrl + V” command on your keyboard to paste it wherever you like:

Instructions for Mobile (only Android supported)

Click here to expand instructions

1 – Download the Viasat Browser App here: https://browser.viasat.com

2 – Using the Viasat Browser App visit the SpeedCheck website here: https://speedcheck.viasat.com

3 - Log in to your MyViasat account following these steps:

      3.1 – Click on the Menu icon on the top left corner:

      3.2 – Click on “LOGIN OPTIONS” button:

      3.3 –Click on "CUSTOMER LOGIN”:

      3.4 – Log in with your MyViasat credentials; you will be redirected back to SpeedCheck afterwards:

4 - Run the speed test by clicking on the “GO” button:

5 – Wait a moment before your Device speed test is completed, a countdown will appear to start the full diagnosis:

6 - After the countdown the speed tests from your modem will start running, wait until it is completed:

7 – Share your result following these steps:

      7.1 – Once both your tests have run you will be able to see a green button to share your result:

      7.2 – After clicking on it you can click again on the blue button to copy the link to that specific test:

      7.3 – You will see a message saying that the link was copied to your clipboard, now you can paste it anywhere you like:

[Rbrooks2112]

Trying to trouble shoot some slow web page loading and high Ping. Followed the steps above to run a test via the viasat web browser, however it is not list or showing my modem and i connected to the Viasat wifi and logged in. Please Help

[Leo]

Hi @Rbrooks2112 ,

Did you also use the Viasat browser when running the test? That is another requirement to show speeds from your modem.

Thanks,
Leonardo

[Rbrooks2112]

thanks for the reply. -!: yes I did

[Leo]

Hi @Rbrooks2112 ,

I’ve just consulted our specialists and your modem is a Viasat Gateway with a firmware version of 4.2.0.5.12. This firmware version currently has an incompatibility with the speed check which is why the modem speeds are not being shown. This is already acknowledged internally and a fix is currently being worked on. We are very sorry for this inconvenience!

Thanks,
Leonardo

[Rbrooks2112]

Thank you for this info without this is there anything you can suggest or look into for high ping rates? I am currently getting great speed however ping stays between 600-700ms making some things impossible to do

[Nacho]

Hi @Rbrooks2112,

600-700 ping values unfortunately are typical of geostationary satellite internet. Are you having trouble with any particular app?

Thanks,

Nacho

[Peter]

@Rbrooks2112

making some things impossible to do

Can you be specific about which things you are unable to do? Or, at least one that we can validate/debug?

Thanks,

Peter

[Rbrooks2112]

Well 100% anytime of online games even non FOS which can be understandable due to the ping. However , even different stream services (discovery + / amazon prime) they constantly load over and over throughout a show it makes it unbearable. I even restart the modem every evening before settling down to watch tv , Netflix will work fine after reboot and others work intermittently. And I’m no where near my data cap. Even loading web pages at times take 3-5seconds sometime even longer. Is random low speeds and daily modem reboots a necessity?

[Peter]

The online games might be tough but the rest of your experience is unusually bad. I will take a look at your modem tomorrow but this might take some harder debugging. The fact that restart seems to help suggests a very fixable problem. I’ll suggest a plan of action tomorrow and hopefully we can make some real improvements on your experience of the service.

[Rbrooks2112]

Thank you I fully understand the online games , I have mobile hotspot can use for that. But very much appreciate the help with the rest thank you Peter!

[Leo]

Hi @Rbrooks2112 ,

we are very sorry for having missed your case for so long! We’ll resume investigations immediately and we’ll get back to you as soon as we have any updates. Again, we greatly apologize for the long time you had to wait!

Thanks,
Leonardo