Slow speeds poor customer support

Slow Speeds
1

I run a home business using Internet for several hours a day. When I began this business about 8 weeks ago I had no difficulty with connection, speed, download. It now is so slow I have had to cancel and reschedule several clients in past 24 hours. I cannot afford download speeds at 12, 11 and 14 Mpbs. Please get your issues resolved or this long time customer will be long gone.

1 Like
3

Hi, @davemajors5,

Sorry for the bad experience. I am checking your equipment and service area status right now.

Please give us some more details:

  • Does the issue happen at any specific time of the day?
  • Does the issue occur for all of your devices or just for specific ones?
  • Are you using Wi-Fi or a wired connection?

Thanks,

Anderson

4

In reply to your request in that order
Happens throughout the day, no difference whether in AM or midnight.
All devices are slow when connecting to internet.
Wi_fi. Modem has been in same location with no changes in furniture place, environment or otherwise.

6

Hi @davemajors5,

We are seeing good speeds from your modem at the moment:

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Could you please run a full diagnosis on Speed Check and share a screenshot of your results with us? Seeing both the speeds from the device and the modem will help us identify/rule out Wi-Fi issues. You can find detailed instructions to run the test here: How to run a speed test from my modem?

Thanks,

Nacho

7

speedtest-result (4).png
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8

Hi @davemajors5,

Because there is a big difference between the speed from your device and the speed from your modem, this seems like it might be a Wifi issue. In order to test this, can you please try running the same speed test while standing directly next to the modem and send us a screenshot of your results?

Thank you,
Cat

9

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(Attachment Viasat Speed Check _ Home 6.22.html is missing)

10

speedtest-result (2).jpeg
speedtest-result (2).jpeg1000×618 91.9 KB

11

Hi @davemajors5,

What was your distance from the Viasat modem when you ran those last 2 tests? Were there any walls in between you and your Viasat modem?

Thanks,

Nacho

12

No walls about 8 to10 feet away

13

Hi Dave,

This appears to be a Wi-Fi signal issue. An external router such as this one (TP-Link AC1200 Gigabit WiFi Router - Archer A6) could improve the Wi-Fi coverage in your house.

If you get that router or a similar one, the Wi-Fi coverage in your house would improve and the speeds on your devices could be as good as the speeds on your modem.

Thanks,

Nacho

15

This appears to be a Viasat Dodge, sometimes referred to as a VD. You want me to spend more money on a service that is already overpriced and not working property in order to get me the service that previously was included. Something is not right here.

17

@davemajors5 sorry it seems this way. We are trying to help and will message you directly on how we can upgrade your router.