We are new to our area and new to Viasat, in our first month, but we are getting terrible service. We do the speed tests and within 3 weeks we were told that we were out of data…how?? There is only 1 person at the house!! The speed test on their websit shows different numbers than other site…anyone else having the same issue?
Hi @lminesin ,
I’m sorry about this bad experience. I see on your account that you have the Add-On for Office Hours activated, so the data usage should have been lowered significantly.
I’ve added 30 GBs of priority data to your account so we can properly troubleshoot – if you receive an email saying you have ‘purchased’ this data, please ignore it. A credit has been added also, to cover the exact amount.
As you were out of priority data, the speeds can fluctuate a lot and show different numbers even in between tests.
When you get a chance, can you please run a complete speed diagnosis on https://speedcheck.viasat.com using the Viasat Browser? This will help us get a full reading on the speed situation and allow us to identify/rule out Wi-Fi issues.
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:
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 My Viasat.
I know this is a bit more cumbersome than just running a normal test, but the complete diagnosis helps us eliminate other factors.
I actually just called and asked to cancel my service. I have already had a technician out and the service is just as bad.
That is the normal Speed Check in which we can only see the Device Speed. But as the max download speed on your plan is 75 Mbps, a result of 67 Mbps on your device is actually quite good.
The lower speeds usually happen because of the loss of priority data – if you’d like I can check what exactly caused so much data usage during those past few days.
I would like to see what it was that used it all within a couple of days.
I can see that the techinician visited on November 09 but found no current issue with the equipment, unfortunately. You had been out of priority data since November 08, but the techs can’t really fix that from their side. If your usage is mostly from streaming, we do have the free Data Saver Add-On, which usually lowers the data usage by quite lot.
You can find out more about that feature here: Announcing the Data Saver Feature Experiment!
No problem, if you need any additional assistance, let us know!
Understood, I’ll run a report for you with the data usage from those days.
For public knowledge, the customer was sent the detailed data usage report via Private Message .