I work 100% remote and pay for 150 gb to accommodate that. We also don’t have satellite tv, we use on-air channels or stream via Roku. The Office Hours option has given me enough data at the current package that I don’t have to worry about running out of data.
HOWEVER, speeds are incredibly slow. When I am in a Teams meeting I am unable to share my screen due to slow speeds and must use my phone hotspot in order to do so. I could knit socks while waiting for files to load! Any help would be appreciated.
Sorry for the bad experience and for taking some time to reply.
Could provide us with some more details on the problem?
- Do the bad speeds happen throughout the entire day? or just at some times?
- Does the issue affect all apps/devices equally?
At this time I can see good speeds:
Could you run a speed test from your modem and send us the results?
Here are the instructions:
1 - Open the Viasat browser – this test won’t work on other browsers;
2 - Go to this website: Viasat Speed Check | Home
3 - Log in using your My Viasat account
4 - Run the test (wait for both tests - modem and device - to complete)
The slow speeds occur at all times and on all devices. I performed the speed test as requested and took a screenshot of the results. Please let me know what we can do to help this.
See the difference between the speeds from your modem and the speeds from your device?
This could indicate a Wi-Fi signal issue. How far from your modem were you at the time you ran the test?
In order to validate this Wi-Fi issue, could you please run another one of these but this time standing next to your modem?
Regarding this comment above, we do have a known issue with MS Teams videoconferencing which is experiencing much higher delays than the standard ~600ms due to geostationary satellite distance delay. We measured delays that were more than twice that and our engineers are working on optimizations to fix this.
You also mentioned that you experience slowness when waiting for files to load - could you possibly tell us more about that? What apps is this affecting? What kinds of files are these?
Finally - For work, do you use a VPN of any kind?
Hi! I was only 10 feet from the modem.
I performed another speed test standing right next to my modem.
Let me know! Thanks.
Hi! I work primarily in Excel using a VPN and pulling files from a shared drive. These are large files with many formulas and links. At times these files may take upward if 5 minutes to open.
Those speeds from the device are very slow. But this could be due to a momentary fluctuation in the network.
Could you please run 1 or 2 more tests next to the modem? Just to verify these results are representative of the average experience.
Thanks for running all these tests, it’s very useful to get the “Speed from the Device” since it’s a better reading of your experience than the “Speed from the Modem” which is the only one we can run with our tools.
The following two tests were run 10 minutes apart right next to the modem.
Thanks for running those extra tests - they help us validate a Wi-Fi issue.
It is very strange to see that the speeds from the device and modem are so different when standing next to the modem. I did notice that your results reveal that there are other Wi-Fi networks around (see below). Sometimes other networks can cause interference, do you happen to have any other modems/routers from other providers around your Viasat modem?
We do have a WiFi extender in another area of the house. Would this be causing issues?
If it’s not next to the Viasat modem then I don’t think that would be an issue. I’ll escalate the issue to our modem experts.
I hope to have a recommendation later today or tomorrow morning. The good news are that Wi-Fi issues are solvable so I think we can improve the speeds on your device (at least when not on a VPN - which unfortunately does slow down speeds).
I appreciate all your help. The good news is that we used to be a HughesNet customer and even with the issues we have experienced Viasat is far superior and far more helpful and supportive!
Thanks for the positive comment
When you get a chance could you please send us a screenshot of you Wi-Fi properties?
- To get there please click the “properties” button on the Wi-Fi network you are using (which I believe is vsat-5g-99CF84)
- Then scroll down to the “properties” section and take a screenshot of the values of the top 6 metrics - like in this example below
Sorry about the slow reply.
Have you tried using the 2.4 GHz network instead? It should be available for your device to connect to and should be called something like vsat-2g-99CF84 or similar. If you notice the same speed discrepancy (between device and modem) on that one, then the next step is to try an external router.
Hi! Following us the speed test using the 2.4gb network.
I did have a thought. We have a wireless security system which sits just next to the Viasat modem. Is this impacting performance?
The Viasat Spock Modem you have is known for having good Wi-Fi, so it does seem odd that you are getting such a big difference in the device and modem speeds when standing next to the modem. So I would say it is worth a shot to try unplugging the security system and running 2 tests standing next to the modem:
- 1 test on the 5 GHz Wi-Fi
- 1 test on the 2.4 GHz Wi-Fi
Thanks for your patience and help with the troubleshooting process,
Hi! I ran a speed test of the 5g network with the security unplugged, then plugged in. I also did the same with the 2.4g network. I kept getting an error message from the 2.4g (tried it 4 times) on Speed from Modem with the security system unplugged, but did get it with the system plugged in. Pics follow:
5g w/security system unplugged
5g w/ security system plugged in
2.4g w/security system unplugged
2.4g w/security system plugged in
Thanks for your help!
For public knowledge, the issue with the customer’s speeds was solved over a private message thread.