Extremely Slow Service: Online Gaming and Netflix not Possible

  • 1
  • Problem
  • Updated 3 months ago
  • Acknowledged
I've had major problems with my internet service since I first got it. It goes WAY too slow for the plan that I have. We like to use video streaming services like Netflix and Hulu but literally everything we select to watch stops to buffer very frequently, after which, it drops the picture quality significantly.
I also have been COMPLETELY unable to do any kind of online gaming with my Xbox. I have a Cat6 ethernet cable connected directly from my Xbox One to the router and still have an extremely poor connection. When doing a detailed network statistic. I had a 0.08Mbps speed showing and my latency at 6904ms. That is ridiculous. I tried running it again and then got a 1.09Mbps reading and a latency reading of 2108ms. The latency shouldn't be anything higher than maybe a couple hundred.
Also, trying to use a cell phone on the Wi-Fi isn't much better. I can't watch a video on YouTube at 360p without the video needing to buffer. This NEEDS to be fixed! I should NOT be having these problems for the plan that I chose and am now paying for.
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Zachary Mercado

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  • FRUSTRATED

Posted 3 months ago

  • 1
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Old Labs

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What steps have you taken to get the issue(s) resolved so far? Have you contacted customer support or is this your first attempt? I only ask becuase this is primarily a public customer-to-customer support forum although Viasat employees will weigh-in to offer some private assistance if you're not receiving satisfaction from direct customer support.
(Edited)
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Zachary Mercado

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Thank you for bringing this to my attention. This is my first attempt. I thought it was for customer support directly.
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Old Labs

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No problem - happens a lot for 1st time posters here - your frustration is mild compared to some others ;)

https://www.exede.com/contact-us/

Several options with phone and chat probably the best - beware some may lead right back here. But come back after that...
(Edited)
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wm4bama, Champion

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Also Zach, the physics of communicating through a satellite in a fixed geostationary orbit defines signal latency to be at best of ~600 to 700ms..you can't improve that unless you switch to a land based ISP or if, and when, a fleet of low orbiting satellites become a reality.

Everyone recognizes that real-time gaming that requires fast player reaction will not work on current satellite technology..
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Matt B, Viasat Employee

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Zachary,

Definitely sounds like somethings wrong.  If you haven't already contacted Care, send us an email.   ViasatListens@viasat.com  Be sure to include your account info.