Whysuch slow speeds

Slow Speeds
1

Viasat browser and speed app. show my modem speeds are DL 28.63 UL 2.02. Viasat speeds DL 2.6 UP 2.5. Tested 8/8/23 at 2324 EST. Why so slow?

2

Hi, @rselby3,

Thanks for your message. I’m checking that now.

When you have a chance, please send us 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
5 - Download the results (or take a screenshot)
6 - Send me the results in a direct message

3

speed_test_attached.png

1 Like
5

Hi, @rselby3,

Given the results, there could be something wrong with the Wi-Fi.

Do you have other devices? Could you run the same test on one of them?

Another question: did you notice when that difference (modem speeds/device speeds) started to happen?

7

Yesterday 8/8 afternoon I noticed everything, and I mean everything slowed down. Could not stream movies so last night before I sent the complaint I ran the test several times. When I switched my plan a few months ago I ran it and got the results I was paying for. Sorry for my rant so next answer, I have nothing else on my network and the test always indicated the Wi fi was “GOOD to EXELENT”

8

Hi, @rselby3,

Let’s try a few things:

  • Try to run the test very close to the router
  • Try to change from 2.4 GHz to 5 GHz. You can check more details about it at this link: Viasat Residential Internet Help
  • Try to run the test using an Ethernet cable instead of the Wi-Fi.

Also, it would be nice if you could run a test using another device (a mobile phone, for instance), so we could confirm the quality of the Wi-Fi.

9

How about a different laptop?

10

Yes, that works too :+1:

11

I have to go back to work and pick up somebody’s shift they didn’t come in. I guess you want a screen shot of the tests when I compete them tomorrow afternoon?

12

Yes, please. Once you have the results please share them with us here in the forum.

13

Hi Mr. Anderson. Changed the modem to 5G and completed the speed. The modem is really different from the instructions on changing from 2G to 5G. The app. was completely different then the instructions on Viasat. Just by luck I found a nondescript drop down box to change it. Had problems with Viasat salesmen and “technicians”, I’ll explain. The 1st or 2nd technician originally wired the dish through the roof into the attic and down to my living room where the modem was placed. The 3rd or 4th technician told me it was wired all wrong and ran new wire on the house side of my house and he put the modem in my garage and said it would be OK there and the reception would be fine. Now a couple of years later I find that not to be so accurate. As you can see the Wifi is OK but the DL and UL are really poor as is the signal from the modem. It does not matter how you hook it up. How about a new modem and put it back in my living room. That should take care of the problems.

[…test results]

16

Hi, @rselby3,

Thanks for your message and for sending the results.

I will check the results with the team and look for the best solution for that case.

Those tests were taken during the evening, right?

In the rest of the day are the speeds the same?

20

Hi @rselby3 ,

We’re sorry about the delay. We are still investigating and as soon as we have any updates we’ll let you know.

Thanks,
Leonardo

21

Mr. Leonardo, thank you for the update and if you ever want to watch a slow movie, you are welcome anytime.

Richard

25

Hi, @rselby3,

I’ll send you a direct message with more details.