Low speeds since install

My speeds are extremely slow since day of install. My plan is unlimited and I’ve used 7 Gb. WHY? I was told I would have speeds of 100+ mbps. Have yet to see this.

Hi @Markimharry2000

Apologies for this experience you’re having with Viasat. As stated in the Unleashed terms, you have download speeds of up to 25 – 100 Mbps at any given time.

I couldn’t run a speed test on your modem from our side, as the system believe it’s currently offline. Have you recently rebooted or unplugged the modem?

We usually test your modem to check if you’re receiving speeds in that range of Unleashed, but as it’s offline, I’ll need your help with troubleshooting. We have to verify whether your slow speeds come from a Wi-Fi issue, or simply distance to the modem – or something else.

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!

Hi again @Markimharry2000

Were you able to run the advanced Speedcheck?

Please let us know if you still need assistance with this issue,
Thanks! :slight_smile:

Yes I’ve run multiple speed test and I have yet to see 10 mbps. Very disappointed in the service so far. Speeds were supposed to be at least 20 mbps. Still haven’t seen it.

Hi @Markimharry2000

Sorry about that. :confused:

I tried to access your results, but the system couldn’t find any advanced (modem + device) Speedcheck from your account.

Are you certain that you used the Viasat Browser (while logged in), and that you waited until the modem test finished? After the device test is finished, a message shows up saying “advanced diagnostics in 3…2…1” – that’s how you know the modem test is about to run :slight_smile:

The modem test is currently not compatible with iPhones, so that may also be the reason why your results are not showing up. Are you currently running the tests from an Android device, or a computer?

The test claims im getting 25mbps. Thats just impossible with only one tv on i get the spinning circle constantly or no signal at all. As far as download speeds on PC… well thats even worse and its directly connected to modem not wifi. There has got to be a better way to provide your customer with the speeds you promise with the amount of devices connected as asked during sign up. I picked the 7-10 devices knowing i would never have that many but wanted stable service to the few devices that are on the network. Im running out of patients at the price your charging. Changes need to happen quickly or i will shop for someone who fulfills their promises or at least within reason. less than 1mbps all the time is not reasonable. Please fix, thank you.

P.s. Your fancy test doesnt show the speeds to the devices on the network so im letting you know now so you dont come back with the answer of your getting 25mbps cause thats not the case at all or i would not have any issues at all running a tv and computer should not slow down the speed s to 1mbps. Some of my computer software doesnt work at all cause the speeds are to slow. Even when i shut off all devices except computer which is unacceptable to me. im asking to please look into this or just be honest and let me know theres nothing you can do so i can decide what to do. Thanks again.

Hi @Markimharry2000

Would you be able to recall which one of these tests was done via cabled connection, and not Wi-Fi?
It’s possible that your modem has a bad Wi-Fi signal.

Your first test didn’t have a big discrepancy between Modem vs Device speeds:

However, on the second test, the device running the Speedcheck was only able to receive about half of the modem’s speeds (this indicates that this specific device was receiving 23Mbps at that exact moment, not all your devices).

When you ran these tests, were you very close to the modem, or in another room/floor?
Is your modem located close to all the devices and TVs?

Both were done using direct cable connect to modem

Modem is located on first floor along with televisions. Computer is connected directly via cable.

Hi @Markimharry2000,

Were the tests performed on a desktop PC or a laptop? If it’s the latter, did you ensure that the laptop’s wi-fi was turned off while you had the cable connected to the modem?

As for the televisions, do you connect to those through the network provided by the built-in router of your modem or do you have an external router?