Just signed up with viasat 2 days ago. Performance was pretty good until today. Buffering every 30 seconds. Speeds when checked under 2 mbps, at best. Please tell me I’m not the victim of some nasty bait and switch scam. Very disappointed.
Hi, @Greg_Johnson,
Thanks for your message. I will investigate that and let you know once I have some feedback.
Speeds on your modem look good at this moment:
Are you still seeing the speeds issues on your device?
Please, when you have a chance run a complete speed diagnosis as follows:
1 - Open the Viasat browser – this test won’t work on other browsers;
2 - Go to this website: Viasat Speed Check | Home
3 - Log in using your My Viasat account
4 - Run the test (wait for both tests - modem and device - to finish)
That test will help us understand the issue.
Sorry for the inconvenience, and thanks for your cooperation!
I ran the test. It shows as ok. But the problem is that my speeds fluctuate radically during the day. Low is under 2 mbps and highs around 50. When it’s good everything is fine but those 5 or 6 occasions during the day it dips below 2 and nothing works. This is really annoying and had I know this is how your service works I would not have signed up. Is this just your norm system wide?
It looks like your modem is having a few offline events, so this may be related. Have you noticed moments in which the connection seems to have dropped completely?
(Also, do you currently use an external Router? I noticed that your modem is set to Bridge Mode)
Yes I do lose signal completely many times during the day. I do have an External router. It is an eero+ and I have 2 extenders so I have full mesh coverage for my entire home.
Got it, thanks for the information!
I’ll escalate your issue to our Modem team, as your account is healthy and shouldn’t be experiencing low speeds like your Speedchecks show.
Your modem has been suffering the drops mentioned, and we also found a few more issues with it that could indicate a mispointed antenna. Are you able to tell if there’s anything blocking the antenna’s line of sight?
Oh by the way @Greg_Johnson
I see that you ran the speedchecks at around the same hour.
Could you please run a few more in different periods of the day?
Thank you!
Nothing blocking the antenna. Absolutely clear view as far as I can tell.
I also noticed that my ping and jitter speeds are unusually high. What us that due to?
Satellite internet has extremely high latency, due to the distance between satellites and the surface of the Earth. It’s normal to see a ping of 500-700ms in speed tests when you have a satellite connection.
Please read more here regarding high ping in satellite connection:
Satellite internet latency: What’s the big deal? - Viasat
My internet has now been out thus evening for an extended period. This is beyond unacceptable. My dsl was far more reliable than the service xou sold me. Promises of investigate and get back to me but so far nothing. Looks like bad product, bad internet service and bad customer service.
I understand your frustration, and I apologize that this situation isn’t being resolved sooner.
As I mentioned, it’s possible you’re suffering from a slight antenna mispoint or faults in the PTRIA (could even be rainwater stuck inside it).
I double-checked, and your modem had a few more of those connection drops last night. I am still awaiting word from the internal escalation regarding your equipment issues, as that team only works on business days.
However, as we still haven’t confirmed any technical issues with your equipment, we need this confirmation to request a service call for you, as your account does not have the “Easy Care” add-on. Usually, service calls requested without confirmation of a technical issue are $95.
We can go ahead and request this if you’d like, but as your modem is still online 99% of the time and has good speeds, despite the frequent drops, it would be helpful to confirm the root cause of this situation first.
Please figure out what the root cause is before I am required to throw mire money at this fiasco. It would seem appropriate that I not be charged if your techs misaligned the antenna or failed to fo something else to ensure proper performance. No?
The most common cause for issues with the antenna is bad weather, as weather in general affects all satellite services. You’ve been having a lot of rain in your region, from what I could tell by weather apps.
However, it’s worth nothing that your Speedchecks show good speeds on average:
So while we suspect something is wrong with your antenna, it isn’t heavily affecting your service (hence why our tools have not yet identified any problems with your account).
I will let you know right away when I have any updates from our internal escalation, so we can proceed with next steps as soon as possible.
Actually been very little rain despite what your reports say. But most troubling is that I experience outages when it’s perfectly clear. Implying there is nothing wrong with the equipment or install while suggesting I’m experiencing “normal” outages is nit advancing the ball here and is doing nothing to tamp down my fears over having trusted you guys with my internet requirements. Without internet I can’t work. Simple as that.
Any conclusions from the tech folks on what is causing my performance issues. How long does this typically take?
Any update on what the techs have concluded from their investigation? A status report today would be appreciated. Thanks.
Hi @Greg_Johnson,
I’m very sorry for the delay.
Our internal modem team are still investigating the issue. We’ll let you know of any updates as soon as we hear from them.