I purchased my ViaSat Plan a few weeks ago and called to cancel within 3 days of set up. Which is the time to cancel any contract in North Carolina without penalty. The person I spoke with in the cancellation department told me there was a lot of red and something was not right. So she said she would send a technician back out since there was obviously wrong with my services. After waiting 2 weeks for a technician, they arrived to only tell me there was nothing wrong with my service. He even pulled up the work order that was sent to him and everything showed fine.
So this only leads me to believe that there was nothing wrong at the time of the call and the person I spoke with only said there was an issue to get me to keep the service longer. The technician said an engineer would have to would have to do something because there was nothing else he could do.
When I try and use the internet for work, the upload is never what is advertised and the download is the same. When I speak on the phone using my computer the service is horrible and people can barely here me or constantly breaking up. Although I was assured at the time of purchasing the plan this service would be good for what I needed.
Thank you for your post. I am going to reach out to the accounts and billing team to see what we can do for you and I will get back to you soon with an update.
In the meantime, can you please run an advanced speed check and send me a screenshot of your results (including the speed from your modem)? This will help us troubleshoot the problem with slow speeds that you mentioned and rule out Wifi issues.
Do you find that upload speeds are good in the morning? We ran a test yesterday where we did 6 speedtests consecutively and saw good speeds (~5 Mbps upload) for all of them. It will help to know if you have observed any difference in performance based on time of day.
I have been able to test connection and it appears to be working much better now. Unfortunately, because of the issues I have been working from a different location and have not been able to test with work, which is what I need it for.
I also received an email that the price will be increasing soon due to new services which include higher speeds. WIll this increase in speed also include Upload speeds?
Once I have had a chance to test my connection for work I will provide an update.
I am still waiting until the end of the week to test my internet connection with my work computer, but I wanted to get some clarification on the speed test. In following the directions, I have been testing my speeds using the Viasat Internet browser as instructed. And as you have shown and I have seen the speeds have improved since I initially started the service. However, when I run the speed test using Google, the speeds are slower.
What I want to understand is this, it’s great the speed is much faster using your browser, but realistically your browser only works for your items. 99.9% of the internet usage would be within another browser or website. So what is the benefit of using your dedicated site to test my internet speed if usage will be in other browsers?
It feels to me your dedicated site will yield results that are perceptually beneficial to you but does nothing to show performance for practical use.
Our speedcheck.viasat.com embeds the Ookla widget so the “speedtest from your device” is the same as speedtest.net – feel free to test this out. The reason that we require the Viasat Browser is that a standard browser is not able to connect directly to the modem in order to trigger the “speedtest from the modem”. Does that make sense?
Hello Peter, I thought I responded to this, but yes the response you provided made sense. I did want to follow up on the upload speed, is there plans in the future that the upload speeds will be increased?
I am doing some speed tests and checking the overall condition of your equipment/service area.
In order to continue the investigation, please give me the following information:
Do you have other devices connected to your modem? Does the issue happen on other devices?
Are you using Wi-Fi or a wired connection?
I noticed you were using the internet for work, are you using VPN (or any other applications running in the background that might consume network bandwidth)?
For work i have to be connected to the modem and do not use wifi. But I see the issue seems to stem from my company’s VPN and security and viasat not working well with that. I will have to explore other options as this will be a problem for me.
Unfortunately, VPN tunnels cause the in-network optimization to be bypassed. If interested, you can see more details including a drawing here: VPN over Satellite - Project Faster. We are working on this problem on multiple fronts but it is still a problem.
