I just had new service installed and I’m having trouble with download speeds. Around most of my house the speed tests are in the 10-15 Mbps range. Even standing right next to my router and modem, the speed is around only 30 Mbps. When I do all of these tests, they indicate a modem speed of 60-70 Mbps.
I can see why some parts of the house might be slow, but standing right next to the router?
I would appreciate some help on this. Many thanks!
Hi @4bbritton,
The discrepancy in speeds between your modem and device (even when standing next to it) could indicate a Wi-Fi issue. Are you using any additional third-party router or just the Wi-Fi on the Viasat Gateway?
Could you please try this one more test (described below) to validate this Wi-Fi issue?
- Run a complete speed diagnosis using https://speedcheck.viasat.com/ with your laptop connected directly to the modem using an ethernet cable and with the Wi-Fi OFF. Please share the results with us.
Thanks,
Nacho
I did discover that the previous owners still had an active router running in another room, so I disconnected that and repeated the speed tests. They were still terrible. I just want to verify the test you want me to run. I connect directly to the modem with my laptop and an Ethernet cable. Either Ethernet port on the modem? I turn the WiFi off on my computer? Then run a speed test with the Viasat browser? Thanks
Bruce
I did run some speed tests this morning. Testing over the Wifi network from the room on the floor directly over the modem, my download speed was 28.96 Mbps with an upload speed of 1.17. Interestingly, when I moved to a spot right next to the modem, the speeds were significantly slower with a download speed of 8.98 and upload of 1.94. I then connected my laptop directly to the modem with an ethernet cable and the wifi off. The modem speed was 60.04 mbps with an upload speed of 2.36. Still well under the 75 Mbps I’m paying for.
I would appreciate any help you can offer. Thanks!
Bruce
Any thoughts on the test results I posted?
Hi @4bbritton,
I have been running some tests on my side and noticed that the speeds that your modem gets fluctuate a lot, which make me think that this isn’t a Wi-Fi issue.
I will continue to look into the root cause and hope to provide an update soon.
Thanks,
Nacho
That would make sense as we see marked fluctuation in speeds throughout the day.
Hi @4bbritton,
It looks like your antenna might be mispointed. I can’t fully verify this because the weather at the moment (according to my tools) is not great either.
Anyway, I can request a technician visit for you. You can expect a call from our Field Operations team later today.
Thanks,
Nacho
The technician came to our house yesterday and noted that our line of sight was partially obstructed to Sattelite 1, which was likely causing the problems. He thought that switching to Satellite 2 would provide better service and he said he documented this in his service notes. Would it be possible to try satellite 2?
Hi @4bbritton,
Just to clarify, you are currently being serviced by the Viasat-2 satellite, so the technician probably meant that there was a better line of sight for the Viasat-1 satellite?
If that is the case, then yes, it looks like you are within Viasat-1 coverage, but I will need to double check with our customer support team to see if what plans are available, any costs related to it, etc. Also we usually migrate customers the other way (from Viasat-1 to Viasat-2), so I need to look into the viability of that process.
Thanks,
Nacho
You might want to check the technicians notes to be sure. I got this info second hand from my wife who was there and spoke with him.
Unfortunately the technician’s notes only say that the current line of sight is bad, and don’t confirm good line of sight for Viasat-1.
However, if you have an iPhone, I can send some easy instructions to check the line of sight yourself using a Viasat app called MITe.
Thanks,
Nacho
I do not have an IPhone but my wife does. Can you send it to her? I am out of town and won’t be home until Sunday. Her email is: ****************. Thanks
Bruce