Snail Mail is faster

Twcat64 · September 28, 2023, 1:41am

Just changed plans and got a new router today. What a mistake.

Seriously! .2 upload and download speed? There’s gotta be something better. And I’m really tired of hearing “I understand how frustrating this can be.” Why can’t Viasat get this right the first time. I don’t have hours and hours at my disposal to hang out on the phone with the Viasat Customer Service person.

TC

Leo · September 28, 2023, 9:55pm

Hi @Twcat64 ,

We’re sorry for the situation, there seems to be an outage in your area which is affecting your network. We’ll relay the situation to the relevant personnel and once the outage is resolved speeds should improve. We’ll let you know once there are any updates.

Thanks,
Leonardo

zapzidzone · September 29, 2023, 1:10pm

What Router did you get? I got a TP-Link AX21, with CAT8 cables but also my Computer has 2 Ethernet
connections and WiFi and Bluetooth, but one is usually down because of Windows 11. The speed test mid the slowest time and I lost 2 of my connections.

Nacho · September 30, 2023, 8:08pm

Hi @Twcat64,

I took a second look at your account and noticed that you are out of priority data. I added an extra 30 GBs of data (free-of-charge) to your account to check if the speeds improved with additional priority data. I noticed a slight improvement, but unfortunately it looks like this network impairment is still affecting your service area.

Our engineers are already working to solve this issue.

Sorry about this experience and thanks for your patience,

Nacho

Twcat64 · September 30, 2023, 11:22pm

Hey Nacho,

Thanks for working the issue, however, I did receive an email indicating that I was being charged $39.99 for the extra data. Hopefully, that is in error?

Thanks, Terry

Leo · October 1, 2023, 6:15pm

Hi @Twcat64 ,

You can rest assured since you will receive a credit in the same amount in your bill, so there won’t be any extra charges for that data.

Thanks,
Leonardo

avnerjose · October 2, 2023, 7:20pm

Hi @Twcat64,

Upon running a speed test from your modem today I see good results:

This makes me believe that the outage that was affecting your area seems to be fixed.

Can you run a few speed tests to check if you are able to reproduce the same experience on your side?

Thank you,
Avner

Twcat64 · October 3, 2023, 7:20pm

Avner,

This is from 3:15 p.m. Oct. 3^rd.

As you see, a significant drop in performance. The problem comes and goes. Things work fine for a while and then falls apart at other times. This is definitely an improvement over other times where I’ve been down to 0.2 MBPS download speeds or just plain nothing.

Thanks, Terry

avnerjose · October 4, 2023, 6:40pm

Hi @Twcat64,

I ran a few tests on my side and still couldn’t reproduce bad speeds.

I also couldn’t find any result you ran on SpeedCheck on our system which means that you probably weren’t logged in to your MyViasat account while running those.

Can you go back to SpeedCheck and log in to your MyViasat account? Take a screenshot of your history if possible.

Also, I noticed that you didn’t use the ViasatBrowser to run those tests, I’d like to ask you to download it and run a few tests again so we can get important metrics to troubleshoot your issue. You can follow this tutorial: How to run a speed test from my modem?

Thank you,
Avner