My download speed with ViaSat Unleased Plan is 2.1 Mbps and unload speed is 0.3 Mbps with a Ping of 590ms and Jitter of 375ms. The speed was tested with Viasat Speed Check; Viasat Browser. The Wi-Fi signal strength was said to be Excellent (51dBm); with Forward Link Signal Strength of 9.2. Under “Speed From Your Modem” - the message “An unexpected error occurred. Error description: Request failed with status code 400.”
The download speed is completely unacceptable at 2.1 Mbps; download speed is billed as ranging between 25 to 100 Mbps. Upload speed is also unacceptable. I pay $199.99 a month for “Unlimited GB high-speed data each month.”
I am the only user in my home as I live alone. So, there should not be a problem with “too much traffic” on my network. I live in a rural country area; so, there should not be a problem with an “overloaded system.”
My modem is suppose to be a 5 gig modem that was a replacement for a 2 gig modem. The replacement occurred in 2023. I’m not sure they actually placed a 5 gig modem in my home.
So, what now?
Hi @Alton.Davis
Sorry about this experience you’re having with Viasat.
I see that your Speedcheck had a pretty bad device speed result, but the tool wasn’t able to capture your modem metrics to understand if we are seeing a Wi-Fi issue.
The weather could be affecting your speeds and causing a time-out on the modem test.
Could you try running a few more tests, when you have time?
In the meantime, I’m having a look at your account and modem to better understand this issue, and I’ll let you know what we find 
Just as a heads-up, the Unleashed download speed is not ranging between 25 to 100Mbps. The terms of service read: “Download speeds up to 25 - 100 Mbps”.
Thanks for the prompt replay. Much appreciated. I will run another test. We have excellent weather here today. Blue sky. So, not problem there.
Yes, the terms read “up to 25-100 Mbps.” That said, no one would pay $199.99 a month for 2.1 ish download speed.
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I have run several additional speed tests. The result remains essentially the same; with download speeds at the modem varying somewhat from the initial test. Have you analyzed my modem and account to better understand this issue? Can you tell me if I am on Satellite 1 or Satellite 2? Can I utilize 5 GHz with my ViaSat Modem/Router? If so, how do I set the Modem/Router up to utilize 5 GHz? Many thanks for helping resole the issue. Bye the way, I didn’t have this issue until I switched to the “Unleased Plan.”
Hi @Alton.Davis
It looks like you are suffering from a Wi-Fi issue.
Are your devices far away from your modem? Do you happen to have an external Router/Mesh etc. you could attach to this setup?
All your results with good modem speeds have terrible device speeds, and your Wi-Fi signal seems very weak:
Could you try running another speedcheck, but connected directly via Ethernet cable? If your device speed is close to your modem speed while connected directly, then the distance between your devices or your Modem’s Wi-Fi is the root issue of the slow speeds.
PS – Did you recently have any equipment replaced after switching plans?
By the way, @Alton.Davis
Whenever you have some time, could you run more speedchecks during different periods of the day?
It looks like all of your previous tests were run around 4-5 PM EDT, so it would help us to understand if that’s the only period of the day when you are experiencing slower speeds.
For reference, I ran a few tests on your modem right now (10 AM EDT), and the speeds are much higher:
PS: You can utilize 5ghz with your modem/router, but if your devices are far away, this will make your device speed even lower. We recommend using the 2.4ghz networks whenever there is too much distance or physical obstacles (doors, walls) between the modem and devices.
I will run test tonight when I am having the most problem.
How do I switch between 2.4 GHz and 5 GHz?
Thanks.
Hi @Alton.Davis
Thanks!
Are you able to check your device’s list of Wi-Fi connections? It should have 2 networks called: “vsat-24” for 2.4 Ghz, and “vsat-50” for 5.0 Ghz.
PS @Alton.Davis
We’ve detected some possible issues with your cabling or TRIA, so I’ve put in a request for a service call. This is free of charge as you have the “Easy Care” add-on.
The Field Team will get in touch as soon as possible to schedule this visit.
They’ll contact you using the phone number and/or email address associated with the account, so please keep an eye out for any calls or texts.
Many thanks. I’ll listen for them.
Good morning. It has been a week since Nathalie requested a service call for my address. I have not heard from the Field Team. Please update date me on when the issues will be resolved.
Thank you.
Hi @Alton.Davis
The request we opened for your service call was canceled due to not being able to contact you to schedule the tech visit – sometimes the number used by Field Operations team is categorized as “Spam” and it’s possible that it got blocked and they were unable to reach you.
However, your account no longer shows the equipment error we had been worried about, so that’s one bit of good news!
Were you able to run the additional Speedchecks in the meantime?
I have not received a call; spam or otherwise-not unlike previous service requests that went unanswered for months.
I still have the same problem I called about. I need service techs to find and correct the problem.
Regards,
Alton Ray
Hi @Alton.Davis
Sorry about the slow reply.
As your account no longer shows the equipment issue, and we couldn’t find any other inherent problem with your setup, I can’t request the tech visit internally (as we have no technical issue to tie it to).
Whenever you have time, please call Customer Care for Residential Customers at 855-463-9333, to request a tech visit directly. You have the add-on “Easy Care”, so this is free of charge.
Tech came Saturday. They replaced the pole that the dish was attached to as it was falling down.
Hi @Alton.Davis
That’s great news! That would explain why the equipment issue would show up for a few hours and then disappear again.
How has your connection been since then?
