SLOWWWWW SPEED - Please Help

1

I am paying for the 100 MBPS plan. I run the speed test and get ~50 MBPS and I am connected with ethernet cable… I call Viasat Help number and they claim by their speed test that I am getting ~190 MBPS. There is NO WAY that this is correct. It is WAY TOO SLOWWWW!!! I reboot my modem/router about 5 times with no improvement. Please send TECH to confirm and realign the antenna or replace the router or something. Dejavu is this AOL dial-up ? Please help.

1 Like
2

Hi, @Joseph100,

I’m checking that now. Once I have some feedback I let you know.

4

Hi, @Joseph100,

I’ll need your help to continue the investigation.

When you have a chance, please send us a speed test from your modem, 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
5 - Download the results (or take a screenshot)
6 - Send me the results in a direct message

Since you are using a wired connection, the speed test from your modem might not properly work.
If your modem is not identified during the test, please send us the result anyway.

Also, please run a speed test (as mentioned above) using the Wi-Fi connection.

I know that’s a lot of steps, but there are numerous things that might be affecting your speeds. Without those results, we can’t really grasp the problem.

Thanks for your cooperation

5

Hi Anderson. I am not at the location at the moment.
Is it OK to try that later and share the results on this same email thread.
Thank you.

6

Hi, @Joseph100,

Yes, sure. I’ll be waiting for it.

Thanks

7

Sorry - but I am now connected at our property. I am on the 100GB plan and my speed is near 50GB image.png

8

Hi, @Joseph100,

Thanks for sending the results.

Could you try other speed test apps? Somehow there is something wrong with this Google speed test.

It’s saying your latency is 22 ms. That’s not possible because Viasat uses geostationary satellites, which have around 500-700 ms of latency.

You can check some details here if you want: How does geostationary satellite internet work?

Please try these apps (or other ones you know):

9

So the earlier snip was with WiFi. This time I connect with ethernet cable. It is better but still not 100MBPS
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10

So I disconnect VPN and check with Viasat check and looks OK

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11

Hi, @Joseph100,

Yes, VPNs can spoil the results. In any case, the Google speed test is not right, because 20 ms (ping) is not possible. Since the latency is incorrect, there’s a chance the other values could be wrong too:
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12

OK so what do you think?
Do we need a Tech to confirm and realign the dish?
Do I need a new modem/router?
The speed seems not too bad right now but a few weeks ago it was TERRIBLE.
Thanks,
Mike

13

@Joseph100,

My suggestion is: let’s keep watching the speeds, and if you start to see some consistent issues let us know. But please don’t use the Google speed check only, since we noticed it has some inconsistency.

For the moment there is no indication you need a tech visit:
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I just double-checked the status of your equipment/service area, and everything looks good. Your antenna signal is good, so no need for realignment.

Please log in whenever you run a speed test at speedcheck.viasat.com, that way we can have access to the results and you don’t need to send screenshots.