Super slow speeds

ramarshall2017 · August 20, 2023, 2:48am

I know we used up our high speed. But the standard data is so slow that it’s even hit or miss that the page will load. Can’t even look through the Amazon app and using it for Wi-Fi calling works intermittently. Please help my wife wants me to cancel cause this is so expensive but I don’t have a lot of options

Leo · August 20, 2023, 7:50pm

Hi @ramarshall2017 ,

We’re sorry for that situation and we’ll do our best to help you with it. Could you kindly run an advanced speed check? This speed check shows both the modem and device speeds, you can find detailed instructions here: How to run a speed test from my modem?

Secondly, are you having these bad speeds during the whole day or only during specific periods of the day?

Thanks,
Leonardo

ramarshall2017 · August 21, 2023, 1:34am

It is the whole day. When we don’t have high speed it takes forever to do anything over the internet. I will run the speed test

ramarshall2017 · August 21, 2023, 1:40am

Leo · August 21, 2023, 6:37pm

Hi @ramarshall2017,

Thank you for sharing your results. I’ve added to your account more high-speed data, free of charge. You will see an extra value added on your next bill, but there’ll be a credit of equal value, so this won’t cost you any extra.

While you still have this high-speed data, could you kindly run a new speed check in the same manner as before, roughly at the same time, and share the results?

Thanks,
Leonardo

ramarshall2017 · August 21, 2023, 6:46pm

Thank you, I will do that.

ramarshall2017 · August 22, 2023, 12:48am

This is with the high speed data

Leo · August 22, 2023, 7:19pm

Hi @ramarshall2017 ,

I can see that the modem speeds aren’t being shown in your test. Did you log in to your “My Viasat” account when running this test? Having the speeds from the modem would help in identifying where the problem might be.

Thanks,
Leonardo

ramarshall2017 · August 22, 2023, 9:28pm

Yes, I did and that’s what it kept giving my. Never gave me the option to do the modem and that was with the viasat browser

Nacho · August 23, 2023, 9:05pm

Hi @ramarshall2017,

A few customers have noticed this bug where Speed Check doesn’t detect the Viasat Browser. If you could let us know what kind of phone you have, that could really help us fix this issue with the Speed Check app.

Thanks,

Nacho

ramarshall2017 · August 23, 2023, 10:06pm

I have an iPhone. I’ll try it again tonight when I unpack the wife’s laptop

Leo · August 24, 2023, 7:30pm

Hi @ramarshall2017 ,

Thank you, please test with the laptop as soon as possible and share the result with us, since we’d like to see how the speeds fare with high-speed data.

Thanks,
Leonardo

ramarshall2017 · August 25, 2023, 12:47am

Ok I tested it twice one is while the tv was on and one with nothing else pulling signal besides back ground stuff.

Anderson · August 25, 2023, 7:13pm

Hi, @ramarshall2017,

Thanks for sending the results.

We’ll have to do some more investigation in that case, sorry for the inconvenience.

By tomorrow I’ll have some feedback

ramarshall2017 · August 25, 2023, 10:15pm

Thank you it is very much appreciated. Please let me know if you need anything else

Anderson · August 26, 2023, 2:30pm

Hi, @ramarshall2017,

I’ll send more details in a direct message.

Anderson · August 30, 2023, 9:04pm

Hi, @ramarshall2017,

So, today we remotely checked your modem and did some updates/reboot.

I’d like to try the following:

I added for you some extra data (20GB), free of charge, so we can troubleshoot that issue. You may receive an email about that data, but you’ll see the corresponding credits in your bill.
I’d like you to enroll in the Data Saver Experience. That feature is basically going to automatically decrease the amount of data used in streaming apps.

To signup for the DSE please fill up this form (and let me know when it’s done): https://forms.gle/pdgvMoFk4iRkBGei8

You can learn more about the DSE here: Announcing the Data Saver Feature Experiment!

The idea is to check if your speeds are now better and to keep your priority data for longer.

ramarshall2017 · August 30, 2023, 9:11pm

Thank you so much. I have filled out the form. I will also perform a speed test when I get home.

ramarshall2017 · August 31, 2023, 1:21am

This is the speed check when I got home this evening

Anderson · August 31, 2023, 2:02pm

Hi, @ramarshall2017,

Thanks for sending the test result.

I just activated the data saver feature for you.

Here are some common recommendations:

Your video download speed was set to 2.6 Mbps. You can run a speed test on fast.com and check if that’s your current speed.

Please let us know if you find any issues (e.g., buffering, etc). We can adjust the speeds up to 5.5Mbps if necessary.

If you use Amazon Prime, you’ll still have to adjust the video quality manually (we have been working on that, so that won’t be necessary in the future). To change the Prime video quality, please follow the instructions in this video: How To Adjust Streaming Quality On Amazon Prime Video - YouTube

Any feedback is very welcome. This is still experimental, so your comments can help us improve the feature.

Please let me know if you notice any improvements.