Unleashed - Unacceptable

I have been a Viasat customer for a little over 5 years and to be honest I have not been over impressed with the performance at any time. However, due to the fact I live in a rural area there are very few options, especially if you have Direct TV. For years I was being, in my opinion, over charged for the level of service and consequently having to upgrading several times in order to get adequate speeds i am fed up. I was excited to hear that Viasat was offering an unlimited data plan for a reasonable rate. As the old cliché goes, if it seems to good to be true, it probably is. That is so accurate. I was not happy about paying $200 a month for 300 Gbs of data at least i had speeds that could handle the demand. WIth Unleashed i expected the same or similar speeds, however what i have experienced is nothing close to that. When i was paying for the second highest plan available i was getting close to 100Mbs speeds, since I transitioned to “Unleashed” according to my most recent test, I am back at below 15Mbs. Simply ridiculous. Hey Viasat there are several other providers offering much better performance at the same cost, maybe you should do some research on how they can accomplish this. As i read through this forum all i see are customers being disappointed in your service. Open you ears and get a solution. I will seriously be thinking about finding alternatives even if that means getting rid of my satellite. I work from home and need to be able to connect to video calls etc without having signal issues. How embarrassing is to loose connection while presenting to your Sr Director. I need solutions, not more surveys about what I think about your service. It appears to me that there are several voices telling you the same thing.

Hi @MKruer1 ,

I’m sorry about your experience.

Currently, I can see good speeds on your modem:

I noticed that you have performed some complete speeds diagnosis using https://speedcheck.viasat.com when you were on your previous plan. Could you please run again? This will help us get a full reading on the speed situation and allow us to identify/rule out Wi-Fi issues.

You can find the complete instructions on how to run it here: How to run a speed test from my modem?

Thanks,
Isabela

I ran a speed test this morning that is why I was frustrated. When I ran it it said 8.9mbs download and between 2-4 mbs upload. I ran it on WiFi which is the whole purpose of WiFi. To be able to use the computer without a direct connection.

Hi @MKruer1 ,

Yes, but sometimes the WiFi connection might not be optimal, which can result in lower speeds due to factors like distance. This is why running a complete speed diagnosis is important—it helps us determine if your modem is receiving the expected speeds.

The speed test I ran was from the ViaSat browser. The laptop is approximately 50ft from the modem.

Hi @MKruer1 ,

There is no record of your recent speed test. Could you log in using your Viasat account and try again?

Also, is your modem being recognized by Speed Check?

Do I physically have to be connected to the modem via Ethernet cable?

And I am getting a message that the modem is not being detected

i connected to the modem with ethernet cable and ran another test. you should have the results now.

Hi @MKruer1 ,

You don’t have to physically connect them.

When you enter your modem page, using 192.168.100.1 on a browser, do you get a error message about connection not being safe?

Hi @MKruer1

Do you happen to be running these Speedchecks from an Apple Device?

I recall on our last conversation, before you switched to Unleashed, that your results wouldn’t show up until you used an Android or Windows device.

I believe the same scenario applies here, as your results still don’t show up for us. :frowning: