Every night my download speed drops to .3 to at a high, 3.5 mbs. I try the rebooting of the modem but doesn’t help. Tech support says it’s because of the traffic. If that is the reason, Viasat has oversold their capabilities. These speeds are ridiculous. I pay for 25-125 mbs. I would like to receive that
Hi @Jay.johnson2 ,
When you get a chance, can you please use a laptop or Android phone to run a complete speed diagnosis on https://speedcheck.viasat.com, with the Viasat Browser?
This will help us get a full reading on the speed situation and allow us to identify/rule out Wi-Fi issues.
You can find the guide here: How to run a complete speed diagnosis.
Thanks,
Leonardo
Hi @Jay.johnson2 ,
I can see from your tests that you could be having a bit of signal degradation because of poor Wi-Fi. Have you used Wi-Fi do run these tests?
If so, please run new ones while standing right beside the router, and if possible run new tests using an ethernet cable connected directly to the router as well.
Thanks,
Leonardo
I was standing within 3 feet of the router
No. It is the Viasat provided router.
Hi @Jay.johnson2 ,
From what I can see, your issue comes from Wi-Fi signal degradation and data usage combined.
Your current data usage is now within the top 3% of usage. This means you are using more data than 97% of customers in your area. With consistent data usage at this level, you can expect to experience significantly slower speeds during times of network congestion. Additionally, you will see significantly reduced performance for applications and video streaming during times of network congestion.
As I mentioned, another factor that might be worsening your experience is a bad Wi-Fi signal, as seen on many of the following tests:
Within the Forum, we often recommend these 2 Router alternatives to use along Viasat SB2+ Modems (the one your setup uses):
These are both very good Routers and help amplify the Wi-Fi range and quality throughout an average-sized house.
- Instructions to set up TP-Link AC1200 Archer A6
- Instructions to set up NETGEAR NightHawk R6700 AC1750
Please note that we cannot guarantee that improving the Wi-Fi will completely improve your service.
Thanks,
Leonardo
I pay for 25-150. To get single digits from your company is not acceptable. My wife and I both work from home and require internet service. We are both on the computer 8 hours and then have to stream our entertainment. That is why I purchase your top tier package. So you are telling me that during busy times you slow our speed so much that we get single digit download? You sell your package as 25-150. I should get a minimum of 25. My tv is connected to YOUR router via an Ethernet cord. Still does not help. Now you suggest I purchase aftermarket equipment to make your service possibly acceptable. I would suggest your company fix the bad WiFi signal since that is what is being paid for. You are just setting the company up for a class action suit.
I feel you have falsely advertised your capabilities.
Hi @Jay.johnson2,
We’re very sorry for your experience. Unfortunately, as Leonardo said, your data usage is consistently more than a typical residential user on our network, so your speeds will be slower during times of network congestion until your data usage is reduced.
The built-in router in your modem is limited in terms of Wi-Fi range especially if your devices are far away from it, so using a separate router with better range will help to bridge the gap between the speeds on your device and your modem.
I have an Eero extender, so that is not an issue. That fact that I pay for 25-150 download speeds, mean I should get at least 25 download speed. How is it fair that I pay for your highest usage amount but am throttled down so a lower package person gets better speeds than me. I pay for unlimited 25-150. This seems to me that you have oversold your capacity and justify it by saying I use too much unlimited data. To me this clearly a bait and switch.
Hi @Jay.johnson2 ,
Would you be able to confirm that you were connected to your Eero Extender when you’ve performed the speed tests instead of the modem’s built-in router?
I see in your results that the network’s name is the same as the one used by the modem’s built-in router. Does your Eero use the same network name?
That’s correct. And I was literally sitting 2 feet away from the router. Plus, my tv is connected via Ethernet cord directly to your router and buffers watching standard television shows.
I find it laughable that you say this acceptable to provide this type of service when you advertise 25-150 and I pay for 25-150 UNLIMITED data
Sorry about this experience you’re having with Viasat.
Regarding the advertisement for the speeds:
I believe you can check on the terms of service and also on https://buy.viasat.com/en-US that the new Unleashed plan offers “Download speeds of up to 25-150 Mbps, and Upload speeds of up to 3 Mbps”.
This plan is not hard set to a specific range, and variations are to be expected – especially with the de-prioritization of speeds that comes from the heavy data usage.
Also, it looks like all of your tests with bad speeds were run during the night, and the one with good speeds was run during the morning:
Could you please run another few tests during different periods of the day, so we can test whether the issue is also happening due to a peak period of evening congestion?
Thanks!
That is exactly when the issue is happening. During evening hours when we are trying to watch network shows. As I stated, my wife and I both work from home using computers and video conference/meetings. We also must leave our computers on all night in case of emergency emails.
That fact that you degrade our service to single digit download speeds is ridiculous. The speeds 25-150 tell me that you have a low of 25. But you seem to think it’s acceptable to throttle down to below 5. That’s less than 20% of the advertised minimum download speed. Very misleading promise of service.
I apologize for this experience you’re having with Viasat.
You currently have slow speeds due to a combination of factors: peak period congestion (evenings) and heavy data usage.
I can see both good and bad speed results in your tests, which can be explained by the time of the day they were run. However, with heavy data usage, your traffic is not prioritized and you might see slower rates during this peak period – as shown by your evening tests.
This is why we recommend trying to lower your data usage as much as possible.
During only the days of July 28 to August 19, your account has used up 900 GBs of data.
If you’re not sure what apps are using so much, we can also have a look at your usage history.
That is why we always purchase the unlimited packages. But you see fit to penalize someone that uses what they pay for.
Hi @Jay.johnson2 ,
As explained on the plan description:
If your data usage is trending to exceed the “typical usage” of a residential user on our network, you may have reduced priority during times of network congestion resulting in slower speeds. Typical usage currently means usage trending to not exceed 850 GBs in any 30-day period. The typical usage amount will vary based on network demands.
Nathalia mentioned that you have already exceeded 900 GBs in less than a month. To avoid being deprioritized during network congestion, please reduce your data usage.
If you’re not sure what apps are using so much, we can also have a look at your usage history.