Generally around 6-8pm is when our internet slows WAYYYY down and we cannot watch movies or do anything on the internet. It has been a continuous thing since we started with Viasat even when we had our “fast internet” it seemed the same as our “standard internet”. I just feel like it should be fast or not buffer at any time of the day like it has been. Which has been impossible to do any work from home, we would like the issue fixed for the price that we pay to have service through here.
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Hi @bpischke01 I’m sorry about this experience. I was able to find your account based on your email address, I ran a test from your modem and I’m seeing good speeds:
When you get a chance could you please run a full diagnosis using https://speedcheck.viasat.com? You will need to be on the Viasat Browser and logged in with your My Viasat credentials, here are some detailed instructions: How to run a speed test from my modem?
Also, could you please give us more details about this part below? Is this happening outside of the evening hours that you mentioned?
Thanks,
Nacho
Done, and no it is primarily evening when my bf tries to work
Got it. Could you please share a screenshot of your results summary with us? (see example below). Thanks!
Ok that’s not good thank you for documenting. We will take a deeper look and try to figure out what’s going on.
Similar to this user – Slow speed cant connect – it looks like you are out of priority data. Before we dig into the reasons for that, let’s check to make sure the problem goes away when you have priority data. To do this, we will credit your account some GBs of priority data. Can you then run the same speedtest between 6-9 tonight to verify that the problem does not happen when you have priority data remaining?
I will be working at this time tonight but I could try it tomorrow
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Hi @bpischke01 ,
You have already been provided extra data so we can properly troubleshoot. This extra data will be reflected in your next bill, but a credit of the same value has been issued so you will not be charged at all.
Once you are able to run a new speed test during that period you can get back to us. If possible, please download the Viasat Browser and run the speed test from there while logged on so that the detailed speed test will be shown. For more instructions on the detailed speed test, please refer to this article: How to run a speed test from my modem?
Thanks,
Leonardo
Hi @bpischke01 ,
Those speeds are better than before, how has your usage been? Did you notice improvements?
Thanks,
Leonardo
It seems to be okay, I will keep you updated if it doesn’t seem to work again
That’s good news! If your speeds get worse again please let us know!
Thanks,
Leonardo
It started buffering again. I did the speed test and this is what it is now during the usual slow time
Hi @bpischke01 we are looking into this buffering issue and will get back to you with an update today!
hey @bpischke01, I took a look and we’d like to make sure to compare the difference between the speeds you’re getting from your device and what your modem might be getting.
Could you please download the Viasat Browser and run the speed test from there while logged on so that the detailed speed test will be shown? For more instructions on the detailed speed test, please refer to this article: How to run a speed test from my modem?.
Thanks!