I am a new customer and can’t even get 24 hours of internet without disruption in service, or just a complete fail.
I was very specific about my needs when requesting service. I was assured that the 30 mbps was the best option…but even on days when there are no other devices connected and I am alone in the house, I still can’t download or watch a whole movie! This is unbelievable to me.
Our last provider only offered 10 mbps and we were using 2-3 cells phones, a tablet, laptop, ps4, and streaming movies!!!
Before my service was even connected I was receiving instructions via email to plan on having better service through a separate router or internet extender. Unbelievable…worst part, I have two extenders connected and STILL NO DEPENDABLE INTERNET.
This is not what I’m paying for, or getting the service I was told we would receive.
I’m sorry about this experience you’re having with Viasat.
Regarding your service disruptions, I can see that your modem has been having some offline events/drops during the week.
I’ll investigate your setup and let you know if there might be any underlying issue going on.
Just as a heads-up, your plan is not 30 Mbps, but rather “Unleashed” – which offers download speeds up to 25–100 Mbps. If you have any questions regarding the speeds or the Unleashed plan in general, please contact the agents at Customer Care (855-463-9333).
Hi again @algarrett444
Do you recall any weather events around May 9th – 10th? I found some offline events happening on your modem, but haven’t confirmed the cause yet.
As you’ve also mentioned slow speeds, could you please run a few tests for us? This way we can rule out some issues like Wi-Fi, a bad modem, etc.
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.
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:
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 just ran a speed check. What do you think? I will add that this is a “good” connection so far today. It is early morning…
Hi @algarrett444 ,
Unfortunately it seems that your advanced speedcheck was either not completed or not stored. Could you please run it again and ensure that the detailed test concludes? This test will also show modem speeds besides the device speeds.
Thanks,
Leonardo
Hi again @algarrett444
As mentioned above, your test was actually not run to its completion.
Do you see at the bottom where it says “advanced diagnostics in 3…” ?
This means that the modem test was still waiting to complete (3 seconds).
As the test didn’t finish running, we can’t see your results, and we also can’t cross-check Modem vs Device speeds.
Please try to run another Speedcheck to its completion, whenever you have some time.
Thanks!