Slow Speed for several days!

Slow Speeds
1

Hello Support
I have rebooted my Modem 2 several times with all devices turned off.
Download Speed is 1.0 Mbps - Upload Speed is 4.2 Mbps
Ping 660 ms.
Jitter 46 ms.
I suspect antenna misdirected.

Please know: The modem I am using is not the one shipped to me for self-install after upgrading service. That one was defective. ViaSat service persons swapped that one for one he had in his truck.
Can you be so kind as to check for misdirection. Also, I would need the Key Code for the particular Modem 2 I am using.
Thank you for your consideration.
Regards

3

Hi @philiplorito

I’m investigating your setup right now, but in the meantime, could you please run a full speed diagnosis so we can cross-check your modem vs device speeds?

Please, follow the guide below and let us know if you experience any issues while testing:

  • You can download the Viasat Browser here: https://browser.viasat.com/.
  • After you install the browser, you need to be logged in on speedcheck.viasat.com.
    • To do that, click “Login” in the upper right corner of the menu, as indicated in the picture below.
    • The credentials for this login are the same as the ones you use for MyViasat.

image

When you run the tests from the Viasat browser, we can see “Speed from your device” and most importantly “Speed from your modem”, which is greatly useful to identify discrepancies in the speeds, such as in this example below:

image
image1474Ă—285 46.2 KB

:exclamation: The Modem Speed Test is currently not compatible with iPhone/iOS devices. If you don’t have an Android mobile device, please run the test on a computer.

I know this is a bit more cumbersome than just running a normal test, but the complete diagnosis helps us eliminate other factors.

Thank you!

4

Hi Nathalia,

Thank you very much for helping me.

I am working on this right now.

Regards,
Phil

1 Like
7

Hi Nathalia,

I ran the speed test from the ViaSat Browser.

Download was: 5.30 Mbps
Upload was: 3.18 Mbps

Regards,
Phil

1 Like
8

Hi again @philiplorito

I was investigating your setup, and I believe there’s a fix we can try for your speeds.

I’ve made some changes to your network configuration, and they will go into full effect 1 hour from now.

After that, could you please run a few Speed Checks, during different periods of the day?

Also, your modem suffered a drop in signal quality on April 16th. It’s back to normal now, but could you check if there has been any change in placement of your satellite dish and antenna?

There were a few weather events around your area, so it’s always best to verify that we have no mispoints. :slight_smile:

Thanks!

11

Hi Nathalia,

Thank you very much for your time and energy. It’s really very appreciated.

I will follow your directions exactly and report my findings to you!

Again, thank you very much!

Regards,
Phil

12

Hi @philiplorito

You’re welcome! :wink:

I’ve also sent you the modem install key via private message.

13

Hi Nathalia,

I did a speed check using the ViaSat browser today at 12:30 p.m. EDST (16:30 UTC) - The Download Speed from the Modem was 71 Mbps and the Upload was 7 Mbps. I inadvertently closed the Browser and don’t recall any of the other readouts. I decided to create a screenshot of further readings.

image

This is a Screenshot was taken April 22nd at 3:17 p.m. (1917 UTC)

image

This is a Screenshot was taken April 22nd at 6:18 p.m. (2218 UTC)

image
image1123Ă—423 67.1 KB

This is a Screenshot was taken April 22nd at 11:48 p.m. (April 23rd at 0348 UTC)

image

This is a Screenshot was taken April 23rd at 3:51 a.m. (0751 UTC)

Nathalia, I believe these speeds over the last 15 hours are within the parameters of my ViaSat Plan. The Wi-Fi signal Strength of “Excellent 54 dbm” is very stable and does not necessarily indicate “to me” an antenna mis-direction. I hope you agree.

In conclusion, I am totally satisfied with the current ViaSat speed performance which very much conforms to my Plan. I want to sincerely thank you for your very professional and diligent assistance in solving this issue. Working with you on this problem has been one of the better Support experiences I have had. Again, thank you.

Regards,
Phil

[admin’s notes: post edited to hide private data]
1 Like
14

Hi again @philiplorito

Those are good speeds indeed, I’m glad the network changes made a difference!

You’re welcome. :wink:

I’m going to mark your last reply as the :white_check_mark: Solution to this topic, but if you ever need additional assistance with this or any other issues, let us know.

Thank you! :smiley:

15

Hi Nathalia,

Thank you very much and yes the speeds are great! Wonder if you can help with one other thing - I stupidly screenshot my MAC address when sending you the speed images. Is there a way you can delete the images from the Forum. Yes… Absolutely mark the issue SOLVED!

Is there any way or a person I can report to ViaSat what a GREAT job you did in helping me? You deserve a lot of credit… You are very knowledgeable and professional. You’re a credit to ViaSat!

Regards,
Phil

1 Like
16

Hi @philiplorito

Not a problem! I saw your screenshots earlier and already edited the MACs, IPs and network name out of them :wink:

Thanks for the kind words! :blush:

Our Forum team has an internal Testimonials page, with your permission I can display your comment there.

17

Hi Nathalia,

Thank you very much for deleting the info I was so negligent in displaying publicly. I should have known better - but at 78 years old, you miss things! :smile:

As for the Testimonial page. YES, absolutely you can publish my comments - BUT please allow me to write a more complete Statement as opposed to my earlier remarks. I’ll provide you with these comments by the end of the day. OK?

Regards,
Phil

18

Hi @philiplorito

Haha it’s no problem!
I’m always on the lookout for screenshots where MACs and IPs might be showing up :sweat_smile:

Got it! Thanks a lot :wink:

19

Hi Nathalia,

Thank you very much for helping to get my ViaSat Modem working at the proper speed. You were very polite and courteous at all times. I greatly appreciated your patience and paying such close attention to the details of my problem. Your level of professionalism and knowledge was impressive and you are a great credit to ViaSat. I have been dealing with Computer and Internet Support personnel for a number of decades. I must tell you that your diligence and assitance with my Speed issue was one of the very best Computer/Internet Support experiences I have ever had. Again, thank you so much!

Regards,
Phil

1 Like