When we signed up for internet we told you what we needed it for and I was told by the gentleman that installed the equipment and set us up said the plan we signed up for would would do everything we needed. Streaming and working from home. Now for the last two months we have run out of data in the first week and had to pay more money. After looking at the other plans I find out that I would have to pay in the ballpark of $369 a month to stream TV and music. WHY? Why are you so expensive?
Hi James,
Sorry to hear about your frustration with price and speed. Here’s what I’d like to propose:
- I will direct message you to troubleshoot the usage issue since you may not want to discuss that in a public channel. At minimum we can make sure that you are aware of all the usage that we are seeing – sometimes subscribers are surprised to learn about devices consuming more data than expected, etc.
- In this public forum thread, can we work on the speed issue? If we can troubleshoot that and find an underlying root cause of the problem that we can fix then other subscribers may benefit from what we learn.
So, to that end, can you say more about your slow speeds? What is slow? Is it a specific application like video or web browsing? Any particular times of day? Do speed tests show you speeds lower than your expected plan speed?
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We have had these slow speeds since the beginning. I have chatted with tech support and they tell me to reboot the modem. We do that and run speed tests. When we are not using the laptop and I try to get online with a phone it literally takes 2-5 min to load a page.
Ok so a web page should absolutely not take 2-5 minutes to load.
“When we are not using the laptop and I try to get online with a phone it literally takes 2-5 min to load a page.”
Let’s focus on that problem first since it is such a clear one. Is it correct to say that you do not have the super slow web pages when you go to the same page on your laptop? Meaning, is the 2-5 minute web page slowness a phone only thing?
By the way, I just ran a speedtest from your modem and saw these speeds:
Can you run a speedtest and see if you see something different? I’m not doubting you at all – just trying to root cause the issue you are experiencing.
Thanks,
Peter
Unfortunately no, my wife is working and this is what my laptop looks like. I am emailing from my phone on data. I tried through my phone on Wi-Fi and it loaded 90% of the page and has been sitting like that until I went on data
Jim Hall
General Manager
Summers PHC
Peru/Logansport
Office: 765-460-2660
Mobile: 765-469-2816
8 min later
Jim Hall
General Manager
Summers PHC
Peru/Logansport
Office: 765-460-2660
Mobile: 765-469-2816
I finally loaded it through my phone after my wife shut down her laptop
Jim Hall
General Manager
Summers PHC
Peru/Logansport
Office: 765-460-2660
Mobile: 765-469-2816
Any chance you can go through steps outlined here and run a Speedtest from your modem?
And share the results?
Thanks,
Peter
How many speed test do I need to run? If it’s slow on the device how will it make a difference? I’m not a computer guy but this seems like a lot to do to check speed. I can’t do it tonight
Jim Hall
General Manager
Summers PHC
Peru/Logansport
Office: 765-460-2660
Mobile: 765-469-2816
Agree it’s a lot. But I’m confused by some things you sent. For instance the last screenshot seems to be AT&T and not Viasat. The benefit of the test I sent you is that it is comprehensive when run on Viasat. Does that make sense?
note that this says AT&T Internet. Looks like this is using LTE and not Wifi.
I also noticed that in the laptop photo the Wifi signal looks a little weak.
To rule out Wifi as a contributor to the speeds, could you try running your test very close to the Wifi router?
Thanks,
Peter
I will try to get this done tonight. I don’t know why it says AT&T because we can’t get any other provider where we are. The only thing I can think of is my work phone has AT&T as the provider. The signal is usually weak throughout the house. My wife’s laptop sits 2’ from the router and has issues. We tried plugging it in with a CAT6 ethernet cable and she couldn’t access half of the things she needed for work.
“The signal is usually weak throughout the house. My wife’s laptop sits 2’ from the router and has issues. We tried plugging it in with a CAT6 ethernet cable and she couldn’t access half of the things she needed for work.”
This is something we need to try to resolve as it really makes it difficult to distinguish between Wifi and ISP (Viasat) problems. It worries me that the ethernet cable had problems. If you are able to do this – How to run speedtest From My Modem? – it will likely help us rule out a bunch of possible issues.
Let us know if you run into any problems.
I just ran the speed like instructed and I am on the viastat wifi and my laptop is 2’ away from the router. Attached are the results
The screenshot we need looks like this:
I think you just need to run the same test but from the “Advanced” tab.
Sorry this is such a hassle.
Peter
The plan pricing is very clear if you just look at it. I do agree that they hype the performance of their lower tier packages. I am enrolled with their top of the line plan. It works great but yes, it is ridiculously expensive. I am about to sign up for 4g wireless internet. one third the price and supposed to be just as good or better than Viasat’s premium plan and it isn’t affected by the weather. I have been with Viasat for years and I am a fan of the service and customer service, but it is just too expensive. Now I have other options I did not used to have. Anyway…good luck.
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Hi @jayoss91, thanks for your post, we appreciate your feedback! Our team of engineers usually focuses on technical troubleshooting so please give me some time to send an inquiry to our marketing team.
I hope to have an update soon, I will post it here when I do.
Thanks,
Nacho