Hello! I’m a new customer and did a speed check to discover I am only receiving half my contracted speeds. I have 100mbps plan and my report is indicating I’m only receiving 50 mbps speeds. Any help would be appreciated!
Hi @kjkonczal,
Thank you for reaching out to us!
I’ll take a look at your case and come shortly with an update regarding your
situation.
Thank you,
Avner
Hi @kjkonczal,
To help me better understand your experience can you run a Modem speed test and share the result with me?
You can follow this tutorial: How to run a speed test from your modem?
Please note that for us to have the most information about your speed tests you’ll have to use the Viasat Browser and be logged in with your MyViasat account.
Thank you,
Avner
1 Like
Hi @kjkonczal,
I can see from your screenshot only the result of your device speed test,
if you ran it using the Viasat Browser you should have also the result for the
speed from your modem.
Can you share that with me too?
Thank you,
Avner
Hi @kjkonczal,
I still can’t see your modem speeds.
Here is what I mean:
The modem speeds are in the bottom, with the green graphs, you should be able to see them only if you’re logged in.
Can you verify that and try again, please?
Thank you,
Avner
I am not seeing that metric or anywhere I can expand the metrics beyond what I’ve sent. Although today the speeds seem to be more aligned with my contracted services.
Hi @kjkonczal,
If you’re not seeing those results you’re probably not connected to your account.
If you click on this icon on the navbar you should see a menu, on the bottom there is a button to open the Login Options, if you select “Customer Login” you should be able to use your MyViasat credentials to sign in to the application.
Once signed in you should be able to see the other metrics I showed you, and you should keep using the Viasat Browser for that.
Can you try that and give me some feedback on how it goes?
Thank you,
Avner