Very slow speed

dowl load speed of 5M terrible

Hi, @Jeraus1006,

Thanks for your message. I’m investigating that now, once I have some feedback I’ll let you know.

Hi, @Jeraus1006,

It seems the sky was overcast today in your service area, which might have affected the speeds.

Did the drop in speed start today? If not, do you remember when it started?

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

1 - Open the Viasat browserthis 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)

By following those steps, we’ll have access to the results. If you can’t download the Viasat browser for some reason, then please send us a screenshot of the results.

Thanks!

I ran one test with the ethernet and one with wifi

any update on my issue?

Hi @Jeraus1006,

I’m taking another look now. Hope to have some insights soon.

Thanks,

Nacho

Could I have a defective modem?

Hi @Jeraus1006 ,

Sorry for the slow reply – we’re currently investigating your case.

Your equipment is working normally, but there looks to be a problem with signal quality at first glance. We escalated this topic yesterday to a team that deals directly with these issues and we had some theories, but still waiting on their conclusion.

We’ll inform you as soon as they have another update! :slight_smile:

Ok, thanks for the update.

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Hi @Jeraus1006 ,

I’m taking a look at your recent speed test results and they seem to have gotten much better after November 20, with the exception of that very low result in the early afternoon:

But the modem speeds are still a tad unstable (that’s why they show up often as “Not available”)… Have you noticed a difference in the service during the hours when you ran these speed tests?

From my end, the modem speeds look better too, even though unfortunately, they weren’t registering on the other tests:

Hi @Jeraus1006 ,

Sorry about the delay in getting back to you.

According to our analysis, your internet setup by itself doesn’t have any inherent issues.

We’ve been taking a look at other customers in the same region and network segment as you, and the speeds are consistent with yours – that is, sometimes up to 80 Mbps or 100 Mbps, and sometimes below 50 Mbps.

That speed fluctuation in the span of a few minutes indicates this network segment might be suffering from congestion at the peak busy period of the afternoon.

During this peak period, we’d recommend connecting fewer devices to your network, not using VPN, and connecting your device via Ethernet cable if possible.

:warning: If you run out of priority data, your traffic is not prioritized and you might see slower rates too, especially during those hours.

I am still experiencing issues. I can watch a streaming TV show and it hangs up and buffers, sometimes it will be good for 30 to 45 minutes, then the buffer. Time of the day doesn’t seem to make a difference. I watch more antenna than internet.
This system isn’t reliable enough for me. Can I cancel the service and look for a land connection?

Hi again @Jeraus1006 ,

Yes, it makes more sense in your case to acquire a fiber connection given your urban area.

I’m sorry that we couldn’t provide you with a better experience. :confused:

You can cancel your plan with the Customer Care Agents at 855-463-9333.

I’m currently investigating if you can get your Early Termination Fees waived, so if the agent in touch says they can’t do that, please let me know and I’ll inform the billing team.

Thank you for understanding my issue and my concerns. That’s good customer service.
I’ll try to get the cancelation request by Friday.

Jerry austin

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