Internet speed problem

We’ve had Viasat for about 5 years. The service has always been slow, but 2-3 years ago we paid to upgrade to your highest -speed plan. Initially, it seemed to make a difference. Lately, however, streaming has become impossible and even simple web pages load slowly. When I run the Viasat speed test, results seem mediocre but fast enough that we shouldn’t be having these problems - download speeds around 24Mbps, upload speeds around 4Mbps. But any other speed test I run shows far more concerning numbers that align with our user experience of barely having internet at all Google, for example, currently reports download speed of 0.58 Mbps and upload of 1.04 Mbps. Nothing has changed in our setup since the initial installation. I’ve double checked all the connections - they’re tight. I’ve rebooted the modem (several times). Nothing seems to help. I’m nowhere close to using up my data allowance (at these speeds, I’d have to work pretty hard to get there!) I don’t know why I’m paying all this extra money for higher speed - I can’t even achieve the lower speed I used to have. Suggestions?

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Hi @kalt104

Sorry about this experience you’re having with Viasat.

I had a quick look at your setup, and it seems you have a cabling issue, which needs a service call. As this influences your signal and your modem, it’s possible this has been causing your low speeds.

May I go ahead and request a technician visit for you?

Sure. But it’s the same cabling your technician installed a few years ago why would it suddenly be a problem?

Hi @kalt104

I see that your original installation was on February 2019.

While I can’t tell how long your cabling has been an issue, it’s not uncommon for faults to be detected in the connection between the indoor modem and the ODU/TRIA after such a long time, especially if your region has suffered bad weather during the last 5 years.

I’ve requested a service call to be created.
The Field Operations team will get in touch using the phone number associated with your account as soon as possible to schedule this tech visit with you. :slight_smile:

I can help with this, After periods of time it will get a build up of Dew from rain/snow ext, That could wear on it after long periods making the cabling less able to conduct, Also due to heavy winds with it whipping it around can place wear and tear on it damaging the inner parts of it…

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Thanks for the explanation, Jason.

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We have been experiencing the same issue as kalt104. Twice in the past 2 days we had “no connection to the internet” error messages. And my current speed test indicates 17.5 download and .69 upload, and like kalt104 yet are paying for a plan that is so much higher than this.

Hi @Kathiepowell

I’ve created a new topic for your issue, so we can track it separately :slight_smile:

I just started my Viasat services about 2 weeks ago and have been doing several daily speed tests during the day and night time. I have seen speeds as high as 75mps on the downstream and up to 9.5mps on the upstream.

That is pretty much at late night to very early morning hours.

During peak times around 5 to 9 pm my results vary a great deal from a low of 1.5mps on the down to generally 30mps on the down…

Of course as more and more users USE the system, the less and less bandwidth is available for users online. THAT is a law of physics and can not be changed!

As an ISP myself years back those physics remain. What NO ISP will tell you however is that under LAW, they MUST only subscribe xx number of customers to their services based upon the SPEED and capacity of that service to provide to a certain percentage of those customers being online at the same time.

That number for a hard wired internet service is generally around 20%. This just means that during a disaster type event, holidays, etc where that service may have 30% of their customers all online at the same time - NONE of them will get the speed or bandwidth they EXPECT…

With that all said, Satellites have switches, computers, and such just like a hard wired service has and the sat is basically a two way antenna which directs the radio waves down to earth which of course GETS YOU online.

BIG HUGE difference here is that RADIO WAVES are subject to all sorts of interference including other radio waves, the SUN and sun spots or CME’s (Big one here), Electrical storms of course, Even passerby older CANS running non resister type spark plugs CAN interfere with your signal…

I have 3 ham radios on my desk for example and when I transmit on any of them, they DO interfere a bit with my Viasat speeds of course…

The thing is however with all this in mind, On a CLEAR day with an average UV rating for that area, you should get close to the SAME speeds say at 2pm from one such clear day to the next (unless something else MAJOR is going on of course)…

IF it is found that this is NOT true and speeds are greatly scattered, it tells ME that the sat Viasat uses MAY very well be at the oversaturation point and it is time to launch another bird…

Hi again @kalt104

I see that your tech visit is pending cancel as of April 5th, due to lack of contact. They’ve tried both phone numbers and also the email address associated with your account, to no luck.

Unfortunately, your account still has that cabling issue, which needs to be fixed manually. May I request that another service call be created?

Do you have any forms of contact besides that alternative phone number and the email associated with your account (begins with “michele”) that the Field Team can use to reach you?

Thank you.

Hi, Nathalia -

Please do put in another order! Please direct all calls to [redacted] and all email to this address. I promise to respond! (The other contact number is my wife’s and she just ignores all calls - same with her email.)

I did call the number provided but there were no appointments that worked within a two week window and they couldn’t schedule farther out than that. They said they would call in a week when new slots opened up but they didn’t.

Konrad Alt

Hi @kalt104

We’ve requested another service call for you, and I’ve let the Field team know to only contact you via the alternative phone number and this email address associated with your Forum account.

Whenever possible, could you get in touch with Customer Care to ask them to try and replace your original contact number and email address on MyViasat? That would help immensely in all future contact from the Field Operations team :slight_smile:

Sometimes extra instructions with alternative forms of contact get lost and the Team tries the default forms (which would be your partner’s phone/email), entering a loop of not being able to reach you.

Sorry about all the confusion, and thank you for your patience!

Thank you so much. I will do that for sure.

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Hi @kalt104

I see that your service call was completed a while ago.
How has your connection been since then?

Hi, Nathalia -

First of all, I think it’s amazing that you’re actually checking in. That is a real departure from what I’m used to in dealing with telecom utilities. Thank you.

The short answer to your question is that the connection has clearly improved. This morning, before your technician arrived, I was registering download speeds in the range of 0.5 - 2 mbps. When he left, to be honest, I wasn’t confident he’d fixed anything - speeds were highly variable, maybe in the 0.5 - 10 mbps range.

But things have continued to improve since he left. I’ve run a couple tests just while writing this note - one came in at 54 mbps, the other at 92. That’s still a lot of variability but even the low end of that range is solidly into the zone I need for my business, and roughly 100x faster than I noted first thing this morning.

One thing I did want to ask you about - when we were in touch before, you were pretty clear that the problem was with my cable, presumably because you’re able to test it remotely somehow. But the Directv technician (John) thought the cable was fine and focused instead on a variety of connections and on the modem, which he replaced. So my question for you is whether I should still be expecting to need to replace the cable sometime soon?

Many thanks for your help!

Konrad

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Hi @kalt104

First of all, I think it’s amazing that you’re actually checking in. That is a real departure from what I’m used to in dealing with telecom utilities. Thank you.

You’re welcome! :smiley:

But things have continued to improve since he left. I’ve run a couple tests just while writing this note - one came in at 54 mbps, the other at 92. That’s still a lot of variability but even the low end of that range is solidly into the zone I need for my business, and roughly 100x faster than I noted first thing this morning.

I’m very happy to hear that!
I just ran a speed test on your modem from my side and the results seem good:


One thing I did want to ask you about - when we were in touch before, you were pretty clear that the problem was with my cable, presumably because you’re able to test it remotely somehow. But the Directv technician (John) thought the cable was fine and focused instead on a variety of connections and on the modem, which he replaced. So my question for you is whether I should still be expecting to need to replace the cable sometime soon?

Yeah, that’s something I’m worried about, too… On your account, the warning for the cabling issue still shows up (the cable’s resistance is 5.5 Ohms, higher than the target of 5.0 Ohms).

Sometimes this is a bug on our side which resolves itself after a modem reboot, but this is a brand-new modem now that you’re using, right? I don’t know why he replaced the modem (which seemed fine), but if you’re getting better speeds, maybe that was also at fault. :sweat_smile:

I’ll check with the Field Operations team if they know why the service call ended up replacing something else, and I’ll confirm with them whether the cable is still a problem.

Hi @kalt104

I’ve sent you a private message. :slight_smile:
Let me know if you don’t receive it!