Slow and intermittent speeds

1

Also it will be playing a netflix movie and then drop to no connection. We have rebooted wifi modem to no avail.

2

??? HELLO why was I skipped???

4

Hi @Sharon_Brown ,

We are very sorry for the delay in getting back to you. Has this been happening frequently? When it does happen, does your modem turn off or is it only the connection that drops?

Thanks,
Leonardo

5

Yes it has been happening for the last week or so. The modem does not turn off or show red lines. It will have blue lines but still drop service intermittently and be incredibly slow speeds.

Sharon Sent from my iPhone

7

Hi @Sharon_Brown,

Sorry about the slow reply.

If your modem light is solid blue it means that it is connected. We can’t see any offline events on your modem in the last few days.

What device where you using to steam Netflix? When the connection drops on that device, does it also drop on other devices? We did notice that you have more than 20 devices connected to your modem, so this could be overloading your Wi-Fi network.

Thanks,

Nacho

8

Why would it overload? Then you need to update this modem. I pay enough a month I should have as many devices as I need to have on there. It intermittently drops all devices at the same time. I stream Netflix on a smart tv but the alexa’s and vacuum will drop service as well. Please advise asap thank you Nacho

9

And I already stated that when this happens the lights on the modem remain blue.

10

Hi @Sharon_Brown,

Let’s try to verify that the issue is Wi-Fi related. Could you please run a complete speed diagnosis using https://speedcheck.viasat.com/ and share the results with us?

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It would be best if you run it from an Android phone or laptop that is located somewhere near the Smart TV you use to stream Netflix. This complete speed diagnosis might help us identify Wi-Fi issues. Here are some additional instructions: How to run a speed test from my modem?

Thank you,

Nacho

12

I ran the test 3 times from my laptop. The first result said " Couldn’t connect to the server. Please try again". The second result said DL 7.8 and UL 1.13 and the modem result said not available. the third is 10 DL and .88 UL and the modem is 21/.75

13

Have you seen the results???

15

Hi @Sharon_Brown,

Sorry for the slow reply. We see that your tests were run in the evening (which is the peak busy period, when the network is most prone to congestion). Could you kindly run a few more, preferably at different times of the day so we can compare the network in different situations?

Do you see that there is a difference in the download speeds that your device (10 Mbps) and modem (21 Mbps) are getting? If we continue to see that, then we can confirm a Wi-Fi issue.

Thanks,
Leonardo

16

Ok Leo
I just performed a check. Results were dl 20 ul 4 and from modem 141 dl and 5 ul. I would say that this shows an issue with the wifi router. We need someone to come out and replace/ update.
Thank you

Sharon Sent from my iPhone

17

Hi @Sharon_Brown ,

Thank you for the prompt response and for the test. We’ll proceed with the investigation and once we have any updates we’ll let you know.

Thanks,
Leonardo

18

Hi @Sharon_Brown ,

Since this appears to be a Wi-Fi signal issue. An external router such as this one (TP-Link AC1200 Gigabit WiFi Router - Archer A6) could improve the Wi-Fi coverage in your house.

If you get that router or a similar one, the Wi-Fi coverage in your house would improve and the speeds on your devices could be as good as the speeds on your modem.

Thanks,
Leonardo