Am I complete idiot and made a horrible mistake?

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  • Updated 3 months ago
First day of service and I can't get over 800kbs? I signed up for the 100Mbs Platinum plan and had my install this morning. Was raining fairly heavy, but even after the install was complete I could get 25-30Mbps. Came back home tonight and I cannot get over 1.5 Mbps. I'm a Electrical Engineer so I figured I might be able to track this down. Ran a traceroute and the first hop to my router/modem perfect, next hop up to the satellite - decent. But after that hop I would lose packets every 2-3 hops with awful ping times (2500-2900) and finally just timed out. Reboot (yes, unplugged coax and power for 3-4 mins) and pretty much the exact same results. 

Call tech support - told there was a 15 minute wait. 52!!! Minutes later I finally get through. Very pleasant support person, but absolutely ZERO technical knowledge. She ran her diags from her side and everything looked great. Another reboot of the router/modem. She runs a speedtest from her side and got 2.0Mbps. She said that was awful and no idea why it was so slow. She then says it must be weather related and would clear up sometime tonight. 

So (finally, huh?) my questions are: 1. With the 100Mbps plan, what would be my expected speed time during peak evening hours? 2. If my skies are perfectly clear from my dish to the satellite, how could weather play a part? 3. Do you guys run into the same type of speed issues (1/100th of the optimal speed being paid for?) on a regular basis? 

Thanks in advance for your feedback and suggestions. 
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TX_User

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Posted 3 months ago

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Andy Schack

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Hi TX, you can take a look at your signal numbers by typing in 192.168.100.1

Report back what the RX SNR figure is....also the cable resistance. I'll check back later. 

Andy
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TX_User

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Thanks for the reply Andy. Here are the signal numbers:

Signal to Noise= 10,7
Cable Rest= 2.5 Ohm
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Andy Schack

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Those numbers are good....resistance might seem a little high to some but I've run 100% new coax and seen 2.0-3.0. 

Not sure in your case but a while back I did an install and the system simply didn't work like it was supposed to. Super slow test results. 

Could be a bad modem. Could just be a glitch. Be SURE to leave your modem powered up overnight and see what results you get in the morning. 

Andy
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TX_User

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Thanks Andy, 

I guess what doesn't make since was the decent numbers right after the install and now super slow ones. Electronics are typically on or off, a bit weird for a modem/router to send/receive slower due to an internal issue. Plus, the packet losses are all after the signal comes back down off of the sat to the other hops. 

But I'll leave it on all night and see if it clears up. 
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TX_User

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Andy, one more quick question. What temp does your modem run at? Mine is at 212F and that sure seems high to me. The fan does kick on and off, but does not run continually.
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fmj77

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Those ping numbers are way too high. Something is definitely not right. Sounds like a service call to me.
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VeteranSatUser, Champion

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You bought the most expensive plan Viasat offers, so you should get the best it can deliver.  Your speeds are atypical for what high density Viasat-2 beams should offer.

As for me, tonight I am running at a blazing 160kbps with priority data on Viasat-1.  Yea. 
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Stephen Rice, Champion

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Under normal circumstances your speed should be a lot faster since you are on the Platinum plan.

Keep in mind, your gateway probably isn't in the same part of the country as you. You might have perfect weather where you are and the weather could be bad at the gateway that actually connects you yo the internet. Heavy rain will cause satellite internet to slow down or stop completely.

I would wait and see what your speeds are tomorrow during the day. If things don't speed up then you have an equipment problem that needs to be addressed by Viasat.
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TX_User

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Thanks Stephen - and excellent point regarding the gateway. If the IP's are correct on my trace route, the gateway is in San Diego and the weather there is clear tonight. But that's a big assumption on my part on the locale. 
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VeteranSatUser, Champion

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Not sure the same gateway placement design applies with Viasat-2.

Viasat-2 was going to be revolutionary and change a lot of what we know with satellite internet. That being said, how much the issues with the satellite have changed those original plans I doubt we the consumer will never know.
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Andy Schack

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TX, 212F is high. Normally hangs out around 198. 

The thing that sparked my interest in your post was the super high ping.....should never be over 800ms. 

Andy
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TX_User

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I've been running a fan over the unit for the past hour. Ive got the temp down to 135F. But even with a couple reboots, the results haven't changed. So most likely not a heat issue. 

I just can't explain the packet loss after the second hop. And then timed out connections after that. Sure makes me think that it isn't on my side and more on the sat side. 
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Bev, Champion

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Wow, those pings sound like the old Anik Satellite, Wildblue days back almost 15 years ago. Something is amiss with that kind of ping today.
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VeteranSatUser, Champion

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What internet did you have before the Platinum Plan?
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TX_User

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I had Hughes Net previously. And I used to think there could not be a worse service EVER. But here I am. 
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VeteranSatUser, Champion

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I have had both services. Overall I have been more satisfied with Viasat. Now, if I had another internet alternative, I might change, but for now Viasat is the best internet I got.
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Andy Schack

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Well TX, did things improve today?

Andy
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TX_User

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Well.....if going from 800kps to 10Mbps on a 100Mbps plan is improvement, then a very sad yes. Talked to tech support twice today and CANNOT get a damn straight answer on why! 

The first tech call it took 48 mins to talk to a rep, 1 HOUR and 46 minutes later the only answer they could provide is Network Congestion. Which is probably true, but how does congestion degrade my service by 90%?

Second call - it too 56 minutes to get to a rep. Same routine, Very friendly & professional tech support staff. But they honestly have no clue what is going on or the technical background to truly debug the issues. So they then open a chat window with their 2nd tier, but again no honest answers that make any sense. 

I know with the lost packets, slow ping times and the trace route time outs that the root cause is NOT within my 4 walls. But the tech support keeps thinking a reboot of the modem and my WiFi is somehow the cause. Yeah, just a tiny bit frustrated LOL

Nest step - new coax cable install on Friday. How that is going to change a ping hop outside of my home I'll never know. But jumping through another hoop. 
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J&J

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Just make sure it is absolutely, positively, not on your end (your computer).

Since you have some time, un-install the network interface card and re-install it with default settings.  If you have other NIC's, try them, USB dongle, etc.

If you have another computer, try it too, making sure there's no "oops..." on your end.

ViaSat-2 should have no congestion at all this early in it's service and anyone at ViaSat that says that's the problem is stuffing a pacifier in your mouth.

There is no doubt a hardware problem there and to know it's not anything to do with your system gives you a concrete platform to stand on to argue.  The next tech that comes out should have a new modem and TRIA and if the new coax isn't damaged by an ignorant installer, all should work great. Coax is more easily damaged than most people would think....  or as they say and think... "It's not going to hurt it to do this"... as they bend it to a harder radius than it can stand or crush it with staples or a multitude of things that ruins coax.  The coax is the spinal cord from the TRIA to the modem... protect it.  If you see an installer mess up, DEMAND a new run or accept that you saw damage done and were intimidated or embarrassed and didn't force the issue of a PERFECT coax run, and live with whatever deficiencies come as a result.  
Your system can and should work perfectly....  it all depends on the install.