When will a Satellite be up and running for USA after the one you sent last year would not work. Our speed is slower than ever although we are paying the top price for the fastest service. I think I was changed to another satellite or something because this past year the speed and dependability has been TERRIBLE… I pay for speed and there is none. What does ViaSat depend on doing about their botched up satellite situation?
Hi @Steph_and_Bill,
Sorry about this experience. I noticed that your modem is experiencing a daily 6-hour long offline event roughly between 10pm and 5am PT. Are you unplugging it?
Thanks,
Nacho
Hello Nacho
WOW! You are good! Thank you for checking into our ViaSat service. Yes, for 8 or 9 years we have been shutting off all the electricity into our home with “kill switches”. We do not have WiFi. Everything is connected with Ethernet cables. I am EMF sensitive. That is why we have ViaSat Satelite instead of faster and cheaper WiFi internet. We’ve been with ViaSat for over 10 years, starting when it was Exede. My priority is FAST speed. The downloads are about as slow as the cheapest plan we got 10 years ago! Also, not too long ago every evening for several weeks we would lose internet service totally. I could shut off the computer and turn it back on and usually it would reboot and come back on. I was hoping VisSat was working on a Satelite. I know the new Satelite that customers in the USA were suppose to get never did work and apparently never will work. It was around that time that ViaSat contacted me with a great offer which I stupidly took. My speed and service has been worse since then. I called ViaSat saying I want to be put back on the old plan and other Satelite I was on. I was basically told: “Too Bad, So Sad…Cannot do”, that I am on same Satelite as I always was on.
Depending on the time of day, we now get 5mbps to 100mbps. Before the change last summer I got 150 to 200mbps and more. Upload is usually 3-5mbps. 300 GB’s are more than enough. We pay $226.00 per month. My business is at home and I use my computer and iPad exclusively. I haven’t learned patience yet. I like, “click, click, click, and there it is….not wait, wait, wait……and wait….
Nacho, can you please figure it out and help me? I would really, really appreciate it. What can I do for faster service?
Thank you very much,
Stephanie
I noticed that your upload speeds weren’t great, could you please run one or two https://speedcheck.viasat.com/ tests and send us the screenshots? If you could run these at a couple of different times of day, that would be best.
The peak busy period is usually during the evening hours, when speeds might slow down a bit due to congestion in the network. Is this when the experience gets slower?
Thanks,
Nacho
Hi Nacho,
I hope you received all my emails I sent you. Yesterday I sent you a bunch of pictures (copy and paste) to show you the slow speed. I did not have time to do anything earlier today. I just sent you one about 6:00pm…
Do you need any more proof that the speed is unacceptable for paying $226 per month?
Do you have any idea when ViaSat can get their Satellite situation figured out.
Thank You.
Stephanie Mills
Hi @Steph_and_Bill,
Sorry about the slow reply. Are you seeing similar bad speeds in the morning? Could you run a few tests in the morning so that we can confirm or rule out the congestion issue in the evenings?
Regarding the pricing of your plan: we have a new plan called Unleashed that provides great speeds and lots of data. You can check in the My Viasat app if it’s already available in your area. It should be cheaper than what you currently have.
Thanks,
Nacho
Hi Nacho,
This weekend I can send you speed test results from morning times. They are not as bad as evening with 20-40 downloads and 1.0-2.0 uploads. (I just took it, but no since sending you more of the same ol’-same ol’).
We do have the Unleashed plan in my area. I talked with customer service about it, but she only read to me what I can read. I hesitate to change thinking it will get worse. Last summer I was happy with our plan and the speed, but I changed the plan because I got more GB’s for same price, which I did not need, and the speed has been worse since then.
Can you have a technician come out and check everything here? Is there anything that can be done.? Can you guarantee that if I change plans I will get better speed? Does ViaSat have any idea when they can get a satellite for the USA up and running? I really hate to change to another company. I’ve been with ViaSat for many years. But cost has risen and service has fallen. Are you an engineer Nacho?
I’ll wait till tomorrow to send you more speeds. I hope you received all the ones sent.
Thank You. Please know I do appreciate your help. At least ViaSat has good people working for them.
Stephanie
Hi @Steph_and_Bill ,
We’re very sorry for the delay. I’ve been looking into your network and we might need a bit more time to figure out what is the issue. We’ll escalate to some other internal teams and see what they have to say. We hope to have an answer soon!
Thanks,
Leonardo
We’ve noticed that your modem is suffering some offline events, and we’re not sure if they’re related to the downtime during the night.
Are you able to check if the bad weather around April 12th–13th has shifted your satellite dish or antenna out of place? It’s also possible your PTRIA might have rainwater stuck to it.
I’m waiting to hear from the escalation, in the meantime.
Hello, Thank you for trying to help me. We have had no severe weather. I live in California. There is no rainwater on or by the satellite dish. As I explained previously to Nacho, we shut all the electricity coming into the house off every night. I am EMF sensitive. That is why I have Satellite and everything connected with ethernet cables. I do not have, or want, WiFi in the house.
The speeds seem slow in morning and night. I don’t know how changing to another plan can increase the speed. Paying $226 per month should give me the fastest and best speed. Paying $99 for the new plan called Unleashed promises good speed as does the one I am on. I do not need more GB’s. I need connection and speed.
Yesterday I was late on 2 meetings due to the slow speed, and one time the meeting totally stopped due to the slow or no speed. The internet just totally goes out.
Please let me know if there is anything we can do before I make any changes. I have been with Via Sat for over 10 years when they first came into our area. I would appreciate any and all help.
Thank You,
Stephanie
Your network region is not always tied directly to your physical region, so the bad weather could be in the gateway (in which the traffic for your network region comes through).
We’re also investigating the possibility of a mispoint, but I thought you should know that your account has the add-on “EasyCare” – with that, you can have service calls free of charge. 
As there is already a possibility of an equipment issue in your account, may I go ahead and request a tech visit for you?
YES, PLEASE! I previously asked for a technician that could come out and check things. That would be absolutely wonderful if someone can come out and check everything and explain to me why the speed is so slow now. Thank you so much.
Stephanie
I’ve requested a service call for you.
The Field Team will get in touch as soon as possible to schedule this visit.
They’ll contact you using the phone number and/or email address associated with the account, so please keep an eye out for any calls or texts.
We’ll keep track of this service call and check back in with you as soon as it’s complete.
Let us know if you need any additional assistance in the meantime!
Thank you so much!!!
May I please ask a couple more questions?
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How can changing the plan I’m on to the new plan Unleashed give me more speed? Or is speed the same, but cost is cheaper?
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Does ViaSat plan to do anything about their Satellite situation for the USA?
Thank You Again,
Stephanie
You’re welcome!
Our Forum team only deals with technical problems, so I believe both questions can be better answered by the agents at Customer Care (#855-463-9333), as they’re more knowledgeable about Account & Billing queries.
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PING
613
ms
JITTER
35
ms
DOWNLOAD
11.5
Mbps
UPLOAD
2.2
Mbps
Viasat
75.104.116.7
Cox - Wichita
Wichita, KS
I WAS TOLD THAT IF I SWITCH PLANS FROM THE $226. PER MONTH TO THE NEW NEW
NEW PLAN FOR $99 PER MONTH I WOULD GET BETTER SPEED AND
UNLIMITED GB’S, I DO NOT NEED MORE GB’S. I NEED SPEED.
AS YOU CAN SEE THE SPEED IS STILL LOUSY, TOTALLY UNACCEPTABLE.
I HAVE BEEN WITH VIASAT FOR OVER 10 YEARS, BUT I AM LOOKING AT
OTHER COMPANIES. I NEED GOOD DEPENDABLE SERVICE. I NEED
GOOD SPEED. VIA SAT HAS CONTINUED TO GET WORSE AND WORSE.