Too Slow Download Speeds

My service is very slow today. I have ran 3 speed tests and the fastest is 18mbps. I am unable to work from home with this slow speed. I specifically paid for office hours so that I could work from home. Please advise.

Hi @Mrfrtner,

I’m sorry to hear about your bad experience with the Viasat Service.

Did you notice a change in your speeds recently? Also, do you experience bad speeds all day or at specific times during the day?

To help me troubleshoot your issue could you run a speed tests from your modem and share the results with me?

Please use the Viasat Browser and logged in to your MyViasat account as mentioned in the tutorial.

Thank you,
Avner

Hi @Mrfrtner,

After taking a better look at your case we found some faults in your physical
equipment that could be the potential reason for your bad experience.

I’m going to reach out to the field operations team to schedule a tech visit to check your equipment and find a solution to your problem. They will then reach out to you to find the best day for you to receive the service.

Thank you,
Avner

Hi @Mrfrtner ,

We’re checking back with you to see if the service has gotten better since late September.

I saw that you canceled the tech visit scheduled for September 30 – if you need us to reschedule or if you need more assistance regarding this issue, please let us know.

Thank you,

Nathalia

I pay for Office but am unable to connect to my work site. Please advise.


  • Problem description: None of the above
  • What were you doing?: Using work-related applications


This post was generated on SpeedCheckI ran numerous speed checks on both the 5g and the 24 g connections. The upload speed is 0.3mbps.

I just saw this post. Can we please schedule the tech to come by. I continuously struggle using Viasat and am unable to work from home. I specifically pay for “office” so that I can do this. I am very dissatisfied. Please call me on my phone number associated with this account to schedule a tech to come to the house.

Hi @Mrfrtner,

I’ll work on getting your tech visit rescheduled, I’ll also send you a private message in order to confirm the best contact number to reach you.

In the meantime, please run as many speed tests as you can throughout your day for us to get a better understanding of your connectivity behavior. Make sure to use the Viasat Browser and to be logged in to your account.

Thank you,
Avner

I will ask my husband to try to run them.

1 Like

Hi @Mrfrtner,

After some further investigation, we figured out that we could apply some
changes on your network configuration in order to improve your upload speeds.

I just applied those changes and they should be working in about an hour, we hope this improves your upload speeds. Please let us know if you notice that improvement.

Our field operation teams will still reach out to you to schedule the tech visit to make sure your equipment is working correctly.

Thank you,
Avner

Thank you. I will run some speed tests.

I’ve ran several speed tests and the speed is much worse. I realize I have used all my high speed data, but please look at my speeds. They are really slow.

Thanks,
Michele

Hi @Mrfrtner,

I just added a 30GB extra data do your account, free of charge,
so we can troubleshoot your connectivity at full speed.

Please make sure to keep running the speed tests at SpeedCheck while using the Viasat Browser and being logged in to your account.

Thank you,
Avner

Thank you.
I received a message to schedule an on-site visit but the call back phone number they provided does not go through. Can you please provide the correct number. I have 866-813-1511.

Hi @Mrfrtner,

I reached out to our field operations team
and it seems like the number 866-813-1511
is correct.

Avner

Hi @Mrfrtner ,

Were you able to return the call at 866-813-1511?

I just saw that the Field Operations team also sent you an email message to schedule your tech visit. It’s at the same email address associated with your Viasat account.

If you don’t see it in your inbox, please check if the Spam folder accidentally got the message instead.

Hello again @Mrfrtner ,

I see that your tech visit was completed on December 1st, and the technician replaced your tria.

My colleague previously informed you over private message of a network configuration he’d made that would also improve your speeds, but I don’t know if you saw that message.

Given that it’s been a while since the tech visit, we’d like to follow up with you.

How has your connection been since then?

The speed tests show it is worse.

Hi @Mrfrtner ,

Sorry for the slow reply.

I see that you ran some tests during the afternoon yesterday, can you also run some tests today but during different periods? Morning and evening, if possible, so we can check the behavior of your network segment after the change.

Thank you!

the speed seems better tonight-9pm. I will try to test in the day this week to see how it goes.

1 Like

Hi @Mrfrtner ,

True, the tests during the late evening seem much better!
However, it looks like your devices were not getting the full speeds from the modem, about 50% only…
Do you recall whether you were far away or very close to the modem when running these last 2 tests?

All right, thank you very much!