I switched to Unlimited recently, and since then download speeds have decreased and there is frequent freezing of the screen. Please help with this problem. It is not technical because I just cleared trees and had a new dish put in. This is a service/delivery issue on VIASAT’s part. Please fix it ASAP. My usage is lower than average but it is not benefiting my speeds or viewing. I am not receiving the service that was promised.
I see that this is your first time posting on the Forum – thanks for reaching out to us!
Just to clarify, did this issue of freezing and slow download speeds begin around the date when you switched to Unleashed (06/06), or did it start a few days/weeks after that?
I ran a few tests on your modem, and the equipment is currently receiving good speeds:
… So it’s possible there is some discrepancy between the speeds on your modem and the speeds on your device(s). To confirm this, could you please run for us a few advanced Speedchecks? I’ll leave the full instructions below.
Please let us know if you experience any issues while following this guide:
Click Here for Instructions.
- You can download the Viasat Browser here: https://browser.viasat.com/.
- After you install the browser, you need to be logged in on speedcheck.viasat.com.
- To do that, click “Login” in the upper right corner of the menu, as indicated in the picture below.
- The credentials for this login are the same as the ones you use for MyViasat.
When you run the tests from the Viasat browser, we can see “Speed from your device” and most importantly “Speed from your modem”, which is greatly useful to identify discrepancies in the speeds, such as in this example below:
PS: The Modem Speed Test is currently not compatible with iPhones. If you don’t have an Android mobile device, please run the test on a computer.
I know this is a bit more cumbersome than just running a normal test, but the complete diagnosis helps us eliminate other factors.
Thank you!
Hi Nathalie,
The issue started after switching to Unleashed, but has been getting worse.
You show the Modem download speed at 57.83 and 47.53. Apparently there is a discrepancy between the modem speed and device speed because after running the speed checks as directed (on the PC which I stream shows on), it shows Download of 17.0 Mbps and Upload of 9.8 Mbps.
WiFi signal strength is excellent (53dBm).
I don’t understand the “Speed from your Modem” section. You were able to assess it, but on the Viasat Speed Check page it says “We couldn’t detect a Viasat Modem. To run this feature please connect to a Viasat modem. If you are connected to a Viasat modem and are seeing this error message, check if you are using a VPN and disconnect from it.”
I don’t know about “VPN” (virtual private network?) or how to disconnect, etc.
Thanks for your help.
Matt
Hi, @stickmanfrick,
Sorry for the slow response. I escalated that issue with the speed test to the appropriate team, they’re looking into that now, sorry for the inconvenience.
Indeed there could be a difference between modem and device speeds, especially when using Wi-Fi. Is it possible for you to use a wired connection? That could help you maintain a more stable connection.
Another option is to use an external router, like the ones recommended here: What router do you use with your Viasat service?