Poor performance, need to check alignment

Connectivity
1

Hi @PAK,

I created this new topic to keep track of your case.

Your antenna does not seem to be misaligned, so repointing it won’t help with your performance.

I see that you have already ran some complete speed diagnosis using our https://speedcheck.viasat.com tool in the past. When you get a chance can you please run a new one?

You can find the instructions on how to run it here: How to run a complete speed diagnosis

Thanks,
Isabela

3

Thank you Isabela - I was out there earlier today and ran some speed tests - was very bad, in fact, none were good enough to then run the modem speed test part of the speed test. To eliminate any issues related to my home’s wifi points, I directly connected via wifi from my mac desktop to the exede wifi. Whether there was sunny and clear. When initially installed, that same configuration was getting me at least 25Mb down and 7.5Mb up. So something has changed. I’ve power-cycled the modem several times. I have noticed that the “blue” circle sometimes goes white then back to blue. Please advise what I can try to get back to my original performance?

4

Hello - no improvement today with my Mac connected directly to the modem via wifi —

5

viasat6aug.pdf (101.2 KB)

1.8 down/ 0.0 up

please advise how I can make an appt for a technician to correct this for me.

6

Hi @PAK

We’re currently checking with our internal teams about a possible network configuration to fix your speed issues. Sorry about the delay!

As there is no technical issue with your account, a service call would not help with this problem.

10

Hi again @PAK

We’ve identified a possible fix for your issue, and made some changes to your network configuration.

These changes will be in full effect exactly 1 hour from now.

After that, could you please run more advanced speed checks, whenever possible?

Thank you!

11

Hi Nathalia - I just ran a couple speed tests - much better tho I think it was better a couple months ago. Certainly more usable again - so thank you for whatever configuration changes were made! I will periodically run the viasat Speedtest to keep an eye on it. Thank you again! Regards, Peter

1 Like
12

Hi @PAK

Thanks for the feedback!

I’ll mark your last reply as the Solution to this topic for now, but if you need any more assistance, please let us know. :wink: