Same speed using high data or when high is exceeded

Slow Speeds
1

My internet has been slow since it was installed. I used all my high speed data and I have not noticed a difference in the speed. So I’m I really getting the high speed I paid for? Everything stops and buffers every few seconds- using the internet to upload is terrible. Can someone help please.

1 Like
3

Hi @Acar4him

I’m taking a deeper look at your account but so far your setup doesn’t seem to have any inherent issues.

Your modem speeds on our end look good, even without high-speed data (considering your max speed is 50 Mbps):

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This might not be reflected in your experience, so it would be very useful to run a Full Speed Diagnosis – that way we can verify if there’s any Wi-Fi/distance problem between the modem and your devices.

When you have time, can you please run a few tests using the guide below?

  • 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.

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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:

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I know this is a bit more cumbersome than just running a normal test, but the complete diagnosis helps us eliminate other factors.

: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.

Thanks,

Nathalia

4

I sit 8 ft from the router and there are no walls in between.
I have not noticed improvement as yet and inpurchased more mb about 1 1/2 hr ago.

5

Hi @Acar4him

Did you manage to run any Speed Checks so we can cross-check your modem VS device speeds? You may be receiving less on your devices.

Last time we spoke your modem speeds were higher than your plan’s average, and today they seem even higher:

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These are very good speeds (twice your plan’s max), so if you’re experiencing slowness, you may have Wi-Fi or device issues.

6

I will try to run it after I get off work. But my device runs great on other networks even my hot spot.
Angela

1 Like
7

Understood, please make sure to run the Speed Check using the Viasat Browser (you can uninstall it afterwards if you’d like), so we can see both your device and your modem speeds. :slight_smile:

Thanks!

Nathalia

8

Hi @Acar4him,

Did you ever get a chance to run the complete speed diagnosis?

Seeing both your speed results from your device and from your modem would be useful to identify or rule-out a Wi-Fi issue.

Thanks,

Nacho