Speed issues on 100GB service

Slow Speeds
1

I am on the Viasat 100 GB service, I run the speed the test from my device and modem, my device usually runs 37 download, and 4 Upload, the Modem gets 61 download, and 5 upload. If I am paying for 100 GB service, should my speeds be much closer to 100 ?

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5

Hello, @walleye_49329 ,

thanks for contacting us and sending those test results. I’ve investigated our system and see that there is currently a pointing issue with your antenna, which is a very likely cause of you not receiving full speeds.

I’ll be reaching out to our department that handles scheduling of service calls and you will be contacted by them to schedule a technician visit to repoint your antenna.

Once that service call has been completed, could you please check your speeds again and get back to us? That way, if you keep experiencing less throughput than expected, well be happy to reinvestigate and see if there is a different issue that was being masked by the antenna issue.

Thanks,
Gregório

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Hi Gregorio,
I am waiting on the call you said you were going to initiate to have the dish repointed, tonight I did 3 more speed test and they are worse. No storms anywhere south of here, skies are clear. Thank You

7

Hi @walleye_49329,

I see that Gregorio made the request for the technician visit, and the work order was created. I estimate that you will receive a call tomorrow before noon to schedule the tech visit.

Please let us know if you don’t and we can follow-up.

Thanks for your patience.

Nacho

9

Hi Nacho,
It is now 1:40 PM, I have not received a call from Viasat today, please help, I really need the speed to be where it is supposed to be, I work from home.
Thank You

10

@walleye_49329 is your antenna ground mounted? If so, you may want to try a DIY antenna repoint while you await the call to setup the technician visit. Let us know if you are interested in considering it.

thanks,

Peter

11

Hi Peter,
Yes I would like to try it, right now it looks like the dish is at 103.5 elevation, and 38 Azimuth. Please let me what to do
Thank You

12

Hi @walleye_49329,

Here you can find some video instructions to repoint your antenna - https://eguide.field.viasat.com/video-category/viasat-2-point-and-peak/

The only tools you will need are a 13 mm socket wrench and a regular 13 mm wrench (it could be an adjustable one). You will also need an install key, which I will send over a direct message.

Please only attempt this if your antenna is installed at a safe location. If your antenna is installed in a high-risk location, such as a roof, please refrain from attempting to repoint it on your own. In such cases, we strongly advise waiting for the professional technician assistance to avoid potential accidents or injuries.

Thanks,

Nacho

13

Hi Nacho,
My dish is located on a short pole in my yard, very easy to work on, where are you sending the direct message to?
Thank You, Tom

14

Hi @walleye_49329,

I sent it through the forum. You can find it by clicking on your account avatar (top right corner of your desktop screen) and then clicking on the envelope icon:
image

The private message should also send you an email notification, so you should be able to find the message on your email inbox too.

Thanks,

Nacho

16

@walleye_49329 any luck with this?

17

Hi Peter,
The local Dish install company finally reached out to me yesterday, they will have a tech here on site on Tuesday, so I decided not to mess with it, I don’t want to make it worse, thank you for reaching out to me.
Tom

18

Hi, @walleye_49329,

Thanks for letting us know.

If you have any other issues/questions, do not hesitate to contact us.

Thanks,

Anderson

19

Hi Peter,
The technician was supposed to be here yesterday, He never showed up, and never called me, what am I supposed to do now?

20

Hello @walleye_49329 ,

Sorry to hear that. We’re going to investigate this internally and give you some news on this technician visit ASAP.

Thanks,
Gregório

21

Hi Gregorio,
I was given the number of our local tech, it is (989) 799-2000, they are located in Saginaw, Michigan. I called them on 06/01/2023, they said they would be at my home on 06/06/2023 between Noon and 6PM, I called them yesterday at 3:45 PM, I was told the Tech will be here in 45 Minutes, he never showed or called

22

Hi @walleye_49329,

Thanks for sending those details. We have followed-up with our field services team and they will contact the partner company that deals with technician visits in your area.

Thank you for your patience.

Nacho

23

Hi,
I have been waiting and waiting for someone to reach out to me about my issue. I am trying to use the internet but the speeds are terrible, this is not good, you had me call a local tech to fix the problem, I did, they never showed up or called, how much longer do I have to wait to have this fixed?

24

Hi @walleye_49329,

I just sent another email to follow-up, I hope we can have an update soon. Sorry for the slowness.

Nacho