Slow speeds can't watch TV

Slow Speeds
1

Making this post to track @Wayne_Ratliff 's speed issues.

3

Hi @Wayne_Ratliff ,

We’re seeing a wide variety of speeds that might be associated with both different devices and different periods of the day. If possible, could you please share with us your results history page? You can access it this way:
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This will provide us with some more insight into the situation of your network and help us pinpoint where the problem might be.

Thanks,
Leonardo

4

Hi Leonardo,
We just returned from vacation. Here is your request. results history page: All other speed checks from 3 different speed checkers are still showing about 6 to 7 Mbps. I’m seriously considering canceling my service. We cannot watch TV, family is ready for a change.
Wayne

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Hi @Wayne_Ratliff ,

This is puzzling to me because the speeds in your history indicate good conditions for your internet. Can you post screenshots of the results from other speed checkers as well? Also, have you had problems only when watching TV or in general usage as well?

Lastly, I’ve sent you a direct message with some other details.

Thanks,
Leonardo

7

Hi Leonardo,

Here are the requested speed checks from Viasat, Ookla, Google & SpeedCheck at 8:16pm Eastern. During the day, average is 6.0Mbps. In the evenings, about 3Mbps. This is why we can’t watch TV. I’ll give you a couple days to give me the 30Mpbs I was offered during purchase. Then I’ll have to request cancelation of service.

Thank you for working with me. But I think you understand my dilemma.

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Wayne

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Hi @Wayne_Ratliff,

thank you very much for those tests, I appreciate your patience and understanding, and of course, I understand your position, having slow speeds is a very frustrating problem. We’re investigating to the best of our abilities to understand what is causing those.

Once we have any updates we’ll let you know. Please keep an eye on your direct messages here in the forum as well, since private information will usually be discussed over there.

Thanks,
Leonardo

10

Hi @Wayne_Ratliff ,

We’re very sorry for the long delay. Our team is still studying what would be the best solution for your case and ensuring that everything is correct. I understand this must be frustrating and I really appreciate your patience on this matter.

Best,
Leonardo

11

Hi Leonardo,

First I want to thank you for your involvement & help concerning my ViaSat internet speed issue since beginning of service. I do believe you’ve done your best.

However, I purchased ViaSat service under the pretense of receiving 30Mbps. Not only do we rely on our ViaSat for entertainment, we also rely on ViaSat for our work from home computers.

The speed issue has been a problem since the beginning of service, rarely receiving up to 10Mbps and a average speed of less than 6Mbps. Below is the most current speed test from viaSat & Google, hard wired into ViaSat modem.
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I am officially requesting to cancel my ViaSat service as of today.

I ask that this email be forwarded to the proper authorities to accept and respond to my request; that it has been initiated and confirmed by email.

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Hi @Wayne_Ratliff ,

We are very sorry that the service hasn’t matched your expectations and it’s completely understandable that you are frustrated with it.

We’re specialized in technical help and we’d be happy to keep investigating to improve your situation, but if you’re certain about canceling your service you’ll have to call this number: 855-463-9333, since we don’t handle cancellation services here.

We apologize for not being able to resolve your issues and we hope we can improve in the future.

Best,
Leonardo