Unacceptable Slow speed

Slow Speeds
1

I’m currently getting less than 5MB/a download while my plan should be getting up to 150MB/s. I have not used all my high speed data for the month.

3

Hi, @Kmck,

Thanks for posting, and sorry for the inconvenience.

I’m checking that now. Once I have some feedback I let you know.

4

Hi, @Kmck,

I’ll need your help to verify your internet.

When you have a chance, please run a speed test from your modem, as follows:

1 - Open the Viasat browser – this test won’t work on other browsers;
2 - Go to this website: Viasat Speed Check | Home
3 - Log in using your My Viasat account
4 - Run the test (wait for both tests - modem and device - to complete)

It’s important to use the Viasat browser and to be logged in before running the test, this way we can check the results remotely (and you don’t need to send us screenshots)

6

You can run 2-3 tests and then let us know, so I can check the results.

Thanks!

7

Hi, @Kmck,

Just an update on your case.

There is an issue in your service area, which is affecting your speeds. The team is working to fix it.

Sorry for the inconvenience. As soon as we have more news we’ll post here.

9

I ran the test even though your later message indicated there is a known issue. You never know when the extra data will help.

10

Hi @Kmck ,

Thank you for running those tests. According to our personnel, the known issue should be fixed soon. We apologize for the inconvenience.

Thanks,
Leonardo

11

I just saw an update that the sounds like the issue will extend into tomorrow. This could be a huge issue as I work from home as a cloud architect for a large company. We have systems going live in our production environment tomorrow which may mean I have to travel to a location that enables me to have reliable internet connections.

12

Just ran some tests and am getting much better speed. Not the 100+ that I would expect, but in the 40s. If this stays or improves, then I should be good for work tomorrow.

13

Hi @kmck,

Thanks for the report. Our team is actively working to improve the signal once more, but in case you face more issues with your speeds, please let us know and we’ll be more than happy to investigate.

Thanks,
Leonardo

14

Hi @Kmck ,

Have you had any issues with your speeds since our last contact?

Thanks,
Leonardo

15

No. All is working well.

16

@Kmck ,

Thank you very much for letting us know. If you face any other issues please don’t hesitate to let us know and we’ll be more than happy to help.

Thanks,
Leonardo