Slow speeds connectivty

Connectivity
1

Having trouble for most of the past few weeks with slow speeds and connectivity since changing plans to ViaSat unleashed the end of March 2024.

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Hi @Cindy_G ,

are you experiencing slowness in your service even with 63.3Mbps of download? That shouldn’t be a slow speed at all, and it is within your plan’s range.

Could you describe in more detail which activities you’re having trouble with when using your internet?

Thanks,
Leonardo

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Problem viewing picture from websites, seems they don’t download.

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When browsing pictures don’t download … a lot of time when I check internet connection in my settings it will say there is no connection. When our family is together things really slow down. In the evenings we will get the wheel of death and just give up. Buffering quite often when streaming Netflix etc. We had Verizon Fios when we lived in So cal and never experienced any of this. We have had slow internet since moving here in 2020 Just seems as something is not quite right with our service in this semi rural area.

7

Hi @Cindy_G

Sorry about the slow reply.

Are you currently still experiencing a slow connection? Is the issue happening on one specific website/application, or in general?

I saw your results and they show high speeds, so there could be an underlying issue (such as a bad Wi-Fi signal). Whenever you have time, could you run for us a few full speed diagnosis? :slight_smile:

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.

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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:

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: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!

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Hi @Cindy_G

I noticed that your last tests were not run over the Viasat network, but rather “iCloud Private Relay” and “Cloudflare Inc”.

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Please verify under your phone’s Settings → Wi-Fi and Network if you’re connected to the Viasat network.

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You are my WiFi provider and the reason I’m contacting ViaSat.

12

Hi @Cindy_G

I totally understand. It’s just that your last result was not over the Viasat network, but rather what looks like an iCloud Virtual Private Network:

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Those usually have very low speeds.

For comparison, your first result which was run over the Viasat network had very high speeds:

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Are you running these tests from the same phone?

Could you try running another test from a laptop or another device, just to make sure that your low results are not coming from this “iCloud Private Relay” from CloudFlare?

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You can see that even the location of the tests doesn’t match. This is another reason why I think they are not the same networks.

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Your first result (the Viasat one) showed an LA locale:

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