First, we need to ensure that two conditions are met:
You are using the Viasat Browser to run this test. You can find more about the Browser and download it here: https://browser.viasat.com/
You need to be logged in. 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 My Viasat.
Wait for the test from the device to be completed, then the “Speed From Your Modem” test will start. Three blue dots will appear in that section while the test is running, please wait until you see the results.
Once the test is done, you will find a screen like the one below. If you wish to share your test results, click the share button (the green one with an arrow, as indicated below)
A summary like the one below will pop-up on your screen. Click the download button and a picture of it will be saved. After you’ve downloaded it, just share it with your support agent.
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
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!
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
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?
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.
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!
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 for the reply. -!: yes I did