I just had this installed a little over a week. The very first day it didn’t work . That was a sat. Had to wsit for a tech till thur. It is know wed i have called multiple times a day. There is zero speed and they say i am completely out of data. I have used 100 in less then a week. I guess trying to get it to actually worked used it up. The dish ge installed it between treed and is pointed straight at my house with a tin roof
Hi @Andyeprobst ,
We’re very sorry for the situation and for the delay in getting back to you. Could you kindly run an advanced speed check? The advanced speed check shows modem speeds as well as the device speeds, and it can help us eliminate a few possibilities. Here’s an article with detailed steps on how to run it: How to run a speed test from my modem?
Regarding your data, if you consent to us looking into your detailed usage, we can investigate any possible problems there.
Thanks,
Leonardo
Hi, @Andyeprobst,
I saw that you created a new topic. If you don’t mind, please let’s continue the conversation in a single place, so we can better keep track of the case.
I’m going to close the other one and we continue using this thread, ok?
I’m investigating your case now, I’ll have some feedback shortly.
Thanks!
Hi, @Andyeprobst,
In order to better investigate what might be the cause of the bad speeds, I’ll provide you with some extra data (free of charge). I’ll let you know when it’s added.
Also, I recommend you sign up for the Data Saver feature.
That feature automatically decreases the usage caused by video streaming, therefore it might help you to keep the priority data for the entire billing cycle.
If you want to learn more about it, check this post: Announcing the Data Saver Feature Experiment!
To sign up for the Data Saver, you’ll have to do the following:
1 - Fill up this form: https://forms.gle/pdgvMoFk4iRkBGei8 *
2 - Once you complete the form, let us know.
*There are some questions in the form about a previous service, called Data Extender. If you have never used it, you can mark any answer in the inputs, and in the appropriate text box you can write that you never used it
I just added the extra data I mentioned above. You’ll probably receive an email about it. The respective credits will be in your next bill.
Once you have a chance, please run a modem speed test 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 follow those steps, so we can have access to some useful information and compare your devices’ speeds to your modem’s speeds.
Let us know when you run some tests. We can check the results remotely (if you follow the above steps).
Well I just got charged to my account for this. Know I am extremely unhappy
Hi, @Andyeprobst. I also added credits for those extra data (it will be in the next bill, so you won’t need to pay for that)
Hi, @Andyeprobst,
Do you mean you received a credit card charge today? Or are you referring to the email you received about the data?
Those extra data (along with the credit) were supposed to be included in your next bill, it should not be immediately charged. If you were immediately charged, we might need to investigate why that happened.
I just did some tests and speeds are looking better now:
Did you sign up for the Data Saver? I think it will help you a lot to save data.
If you want to learn more about it, check this post: Announcing the Data Saver Feature Experiment!
To sign up for the Data Saver, you’ll have to do the following:
1 - Fill up this form: https://forms.gle/pdgvMoFk4iRkBGei8 *
2 - Once you complete the form, let us know.
Hi, @Andyeprobst,
That’s OK, it’s just a confirmation email. The real charge will be added to the next billing:
When you have a chance, please try to sign up for the data saver. It’s free and it’s going to help you keep the priority data for longer.
It has helped a lot of customers already.
Thanks
I better not get charged for anything I didn’t ask u to put it in there
I dos not ask for extra data so I should not be charge for it all. And I have been checking the speeds throughout the day and it goes fron 89.7 then drops to .02. Sp the extra data had no effect on it at all. Take it Away. Out. You put something there that clearly does not work
Hi @Andyeprobst,
Sorry about this email you received, I know it’s confusing - we are working to improve our process so that customers don’t receive this email when we add free-of-charge data to their accounts for troubleshooting purposes.
I reassure you that you won’t see any charges in your next bill (I just double checked in our system).
Finally, like Anderson mentioned, we highly recommend joining the Data Saver experiment, we have many happy customers currently saving data with it.
Thanks,
Nacho
I want to know how I used 16 g of data today when I haven’t stream at all
Hi, @Andyeprobst,
We can check what happened, but we need your consent before taking a look at your usage details.
Please let me know if we have your permission to do that.
Yes u may. I purposely use my my mobile Hotspot to stream to see how many gigs it would use rather then using viasat
Hi, @Andyeprobst,
I just sent you a direct message with the usage details for the current billing cycle.
Let me know if that helps.
Most of the usage is video streaming (on multiple devices). I think you would benefit a lot by signing up for the Data Saver.
Just in case, I’m pasting here the details again:
If you want to learn more about it, check this post: Announcing the Data Saver Feature Experiment!
To sign up for the Data Saver, you’ll have to do the following:
1 - Fill up this form: https://forms.gle/pdgvMoFk4iRkBGei8 *
2 - Once you complete the form, let us know.