Sloooow speeds daily

Slow Speeds
1

I was a customer of Hughesnet for 17 years and left them because of their crappy speeds of 10-15 mbps. Now I’m stuck in this 2 year contract with the same crappy speeds with Viasat even after performing reboots and multiple speed checks daily. FORTUNATELY, they just ran fiberoptic cable down our street so I can switch to a real internet service for a third of the price in 6 months.

2

Hi @cuandme60,

Sorry about this experience, we will try our best to find the root-cause for these slow speeds. If you could please run a full diagnosis on our Speed Check app that could be very useful. You can find some instructions here - How to run a speed test from my modem?

In the meantime I will start taking a look at your account to see if I can identify the problem.

Thanks,

Nacho

6

Hi @cuandme60 ,

We’ve run several tests and we’ve confirmed consistently slow speeds, and as we’ve also encountered some possible modem errors that we’re still characterizing, it will take a bit longer for us to provide you with a reply. Our apologies for the wait!

Once we have verified these errors we’ll know if they’re related to your bad speeds, or if they’re something else, and we’ll get back to you, which we hope will be very soon.

Thanks,
Leonardo

8

Thank you. I appreciate the update…

10

Hello @cuandme60,

Sorry for the delay.

I went ahead and requested a technician visit, someone from our Field Operations Team should give you a call later today or tomorrow morning to schedule the visit.

Thanks for your patience.

Nacho

11

Thank you. They called, an appointment is scheduled for this Saturday. I appreciate your support ( I’m not accustomed to getting this kind of technical support, greatly appreciated).

1 Like
13

Thanks for the update! We will check back once the technician visit is complete.

14

Hello @cuandme60,

I see that the technician visit was completed on Saturday, and now I am seeing better speeds from your modem:

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image835×263 2.89 KB

Would you say the experience has improved since the tech visit?

Thanks,

Nacho

15

do we know what the technician did to fix it? Any root cause information learned?

17

Yes, exponentially! Thank you. It turned out the dish was out of alignment…

2 Likes
19

Hi @cuandme60,

Thank you for letting us know!

Note for moderators: we noticed pTria errors and requested a technician visit.

Best,
Cat

21

Hello, @cuandme60,

Could you please give us an update on your internet experience since the tech visit?

Today we noticed that your speeds might not be great, so we decided to reach out.

Thanks,

Anderson

22

I tested them yesterday, they were around 16MBPS in the morning…

23

Hi @cuandme60,

We are reopening your case to root-cause the issue.

Just to double check, the technician did not replace any of the equipment? Just repointed the antenna and checked the speeds?

Thanks,

Nacho

24

Hi @cuandme60,

It looks like your ptria (part of your antenna that transmits the signal) needs to be replaced. So our Field Services Team will likely contact you today to schedule a new technician visit.

Hopefully we can get this issue resolved as soon as possible.

Thanks for your patience.

25

Thank you. I greatly appreciate the communication.

1 Like
28

Hi @cuandme60,

Was a technician able to come and swap your pTria? Has it improved your experience?

Best,
Cat

29

Yes. The system appears to be working flawlessly at this time. Thank you for all the support and quick execution from you and your team…

1 Like
31

Thanks for the update @cuandme60, we are marking this one as solved. Replacing the ptria seemed to remedy the issue.

32

Speeds were incredible, until today. Getting the slowest speeds I’ve ever had. Slower than Hughesnet , 8 Mbps uploads. The app won’t even report a system health report, usually takes approximately 10 seconds, it just continuously runs.