Service cuts in & out

1

Our ViaSat internet drop, is there a issue?

3

Hi @Wayne_Ratliff,

Sorry about this experience. It looks like there was an outage in your service location.

However, we are now seeing better speeds from your modem. Has the experience improved?

image
image1215×291 4.69 KB

We’ll take a closer look at your account and see if we find any other issues.

Thanks,

Nacho

8

Hi @Wayne_Ratliff ,

Just wanted to confirm with you if your issue has continued since. Did you have any problems with your network usage since you last posted?

Thanks,
Leonardo

9

Hi Leonardo,
The cutting in and out has subsided. However the speed is so slow, we cannot watch TV. Not very happy.
Wayne

11

Hi @Wayne_Ratliff,

Sorry about the slow reply.

When you get a chance could you please run a full diagnosis test using https://speedcheck.viasat.com/? This test will help us rule out/identify Wi-Fi issues because it lets us compare the speeds on your device to the speeds on your modem. You can find some instructions to run this test here: How to run a speed test from my modem?

Thanks for your patience.

13

Hi, @Wayne_Ratliff,

When you get a chance, please try running the speed test as Nacho mentioned above.

It’s going to help us a lot to troubleshoot the issue.

15

Hi Nacho,
OK, I ran the test through Viasat speed check as you requested. I also did a speed check through 5 other different speed check services. Below is Viasat speed check. Below that is the highest speed of the other 5 I also tried. My real speed is about 6Mbps. That is not the speed I was promised when Viasat was sold me their service.
Inline image

Inline image
Inline image475×575 19.8 KB

16

Hi, @Wayne_Ratliff,

Thanks for the screenshots. We actually need to see the speeds from the modem, so we can check if there is something wrong with your modem/router/wi-fi.

image
image982×498 89.6 KB

In this link, you’ll find instructions for that: How to run a speed test from my modem?

Basically, you need to use the Viasat browser and login into the speed check app using your “My Viasat” credentials.

Also, if you have other devices, it is better to test not just one of them, so we can see if the issue is due to one of them or to the Wi-Fi

17

OK, I log in, ran test again. This computer is directly connected (hot wired) into the modem, not wifi.

No where close to the 30Mbps I’m suppost to be getting. Only two work computers are using ViaSat.

I also checked two other speed test services. Both showed a speed of a little over 5.5Mbps See ViaSat speed check below:

Inline image
Inline image608×544 30.5 KB

Wayne

18

Hi @Wayne_Ratliff ,

From what we can see, the cutting in and out has stopped and was due to some weather factors, so that’s solved. We are now tracking the new problem, which are your speeds, so I’ve created a new post for us to keep troubleshooting that part of your problem: Slow speeds can't watch TV

I hope that is not an issue.

Thanks,
Leonardo