Fast vs all other speed test

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I did this can I am sure others are tired of that thread, I know I am..  

I will be contacting support, cause Viasat Listens can not pass a ticket on, about the fact that I am only at 1.1 to 1.2 on Fast.com and all other speedtest I am between 8 and 20 mbps based on time of day.. 

Just to try it again so I am 100% sure, I got another trial to a VPN and my speed jumped up on Fast.com, not to the same speeds but I was at 6mbps on Fast.com..  

So 100% this is Viasat...  and listens cannot help.. and I do not want to pay for something else, aka vpn, to get what I should be getting..  at least 3 mbps worth..
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Ricky Dean

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Posted 3 months ago

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Ricky Dean

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Old Labs, Jab, Jim, Diana, Brad...

Does anyone have some suggestions of what I need to communicated to be proactive in helping breaking the log jam in a positive way and helping them help me..

A lot of this really does seem to be making sure that the communication is what they need to hear to assist me..  
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Old Labs

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Yes, that's viasatlistens@viasat.com which is monitored by Brad, Matt B and Diana.

Based on the post below, looks like you've made at least some progress punching through that 1st level of support.

I wouldn't buy the congestion explanation unless speed tests elsewhere other than Fast.com are similarly tanking to those levels. As the unlimited policy states:
 
Q: Will my video quality be affected when the network is congested?
A: Typically no, unless the network is so congested that Viasat is unable to deliver you the minimum speeds necessary to watch video at the video quality available with your service plan.
In other words you're not going to get better video "speeds" than what other speed tests are showing, as I interpret it.
   
Monday during the day might be a better test... or even early AM or overnight during the weekend.

You don't mention what was cleared and put back below... on your end or their end?  
(Edited)
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Ricky Dean

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Oh, I am sorry,,   

They removed the tool the speeds up web browsing,, and he added it back after we tested it..
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Old Labs

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Was he referring to the web accelerator by any chance?
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Ricky Dean

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I think so
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Old Labs

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OK, that actually starts to make some sense to me if that's the case - i.e. that disabling it for you and then re-enabling would make some difference and it's definitely not you IMHO. Hopefully, you've got a direct or better route for communicating with "Steve" going forward on this issue.   
(Edited)
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Ricky Dean

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I was on the phone with tech support, and the first guy was nice, but said it was network congestion,,  I pushed and got teir two and Steve who was a great person, listened a lot and seemed to really want to dig and get me some help..  they did try several things and was ruling out Browser vs app and other things..  then they did some other changes and cleared out my setting and put them back.. that did get me up to 2.2 and 2.3 so that is an improvment..  and he said from there he has to send it to the app department and they are likely not able to look at it until Monday..  He really was great and I believe he did the best he could, and I will see what they find Monday.. 

It will not help me tonight with friend here, but hey, he is trying and I can just through in some blue rays for tonight if I need....  

As to the Mod here..  I am not sure where the line is for them, and while I may disagree or even misunderstand..  Steve is a rep I will clearly write a letter to them to praise him, that was great customer service..  Effort means the world to me..
(Edited)
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VeteranSatUser, Champion

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That's great! Progress anyhow.
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Brad, Viasat Employee

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I think I answered the old thread first and didn't see this. What Steve did might actually be the best route honestly. Unfortunately the wizards are usually gone on weekends but I do see some stuff was worked on yesterday and the ticket Steve submitted is still being worked. 
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Brad, Viasat Employee

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I will also pass your comments on to give him the proper kudos! Thanks
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YOOO!!! what kinda vpn do ya use??? :3 id might want to try it for my computer :3 !!! thanks!!! :3 also!!! do i need to buy a license key??? if so i will try next month!!! :3 also!!! i tend to use okayfreedom since its a free application you can download BUT!!! you do get the free 500mbps but i tend to use the british one cause its in english :3 BUT!!! imma planning on buying the license key so i wont get no ads PLUS!!! ill get unlimited traffic on it :3 (meaning i WONT be limited to the 500mbps anymore :3  ) BUT!!! i need to buy the license key first @>@ ill let ya know how it goes :3 !!! :3
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Jab

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RE: kinda vpn do ya use???

Try Opera browser...I've sustained 1080p via Vimeo during LNFZ...full speed ahead, no buffering.
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Ricky Dean

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I have done the Vypr and HideIP
(Edited)
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Deku, Champion

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OK THANK YOU!!! :3
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Jab

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RE: "get me up to 2.2 and 2.3"

I perceived something needed to be reset...good so far.  I have Video Saver off, but last time with it on, around 3.2-Mbps tops during off-peaks for my Exede-5 Classic, but 11Mbps max speed is my record with video saver off during off peak time. 

Is around 3Mbps suppose to be normal for your plan?  2.4Mbps to 3Mbps for Netflix represents 1280x720 vid resolution.



Your IP address may be related to this equation.  Below, is only way I know to change it, with VS-1 WiFi Modem.  I don't have a WiFi modem, and don't want one, unless its an Afterburner...Afterburner is a higher "horsepower" modem.  If you know a higher Mbps is suppose to exist for your plan, this might be tried, to change IP address.

SB2+ WiFi Bridge Mode (Use one Ethernet Port on SB2+ for this test, with WiFi SSID Broadcast Off)

Enable/Disable Bridge on SB2+ WiFi Modem

192.168.100.1 Login
Scroll Down to Advance Settings
Scroll Down to Bridge Settings

If your VS-1 WiFi modem had its firmware upgraded, the above should be seen.  So equipment is powered down, hook desktop direct to Ethernet Port, Power Up Modem/Desktop, make configuration changes.  Either IP will change then, when set to Bridge Mode, or a reboot will be required of both devices.  This should change your IP address...its work for years on bridged modems.
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Ricky Dean

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Well, I tested this afternoon a couple of times,, I am back at 1.3 mbps so I am guessing they have not have a chance yet..  
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Jab

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What beam do you use?  Did you try bridge mode...changing IP?
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Ricky Dean

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I will try that, after they finish taking a look..  so, stay tuned, lol
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Ricky Dean

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Well it is Thursday, and I have not heard from the level 3 support nor has my speeds changed..

I am testing at 1.5 now which I believe is supposed to be 480p,, and while Steve was awesome, I guess I have to get back on the phone for another couple of hours to try to get someone to help me.. 

I just can not fathom that they can not fix me..  Completely delete me out or something and create a new account,, something,,  this is ridiculous..
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Judge and Jury

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Set DNS in the Netflix app to 8.8.8.8

He hasn't heard that Viasat hijacks all DNS to their own unless you are using a VPN to get around it. 
 
But if it makes people feel better, go for it.  Nothing to gain, nanoseconds delay to loose while Viasat subs in their own DNS.
 
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I'm gonna make some popcorn.
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At least he didn't ask him to do a tracert command.... small wonders.
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Jab

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RE: "...Viasat hijacks all DNS..."

For a number of years, this was true...for Windows users, this NSLOOKUP command will sniff out which DNS server is being used

nslookup -type=A -debug rackspace.co.uk

Note - Computer and Router configurations affect result above.

On Exede-5, WB-1:163, last time I checked, Google's public DNS server was still being used on my setup.

RE: "He hasn't heard"

An installer has said:

Set static DNS in the Netflix app to 8.8.8.8
Bingo!

You like Bingo?
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I like Jim16's post above.
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I don't have Viasat so I'm not familiar with how it works, nor it's throttling of the speed when one is streaming, but I can tell you that the one thing about Fast.com that makes it different from other speed tests is that it mimics streaming, which it's designed to do.  Because of this, if the system automatically throttles when streaming, it may automatically throttle when checking speeds at fast.com.  It does this with Viasat's competition, which is what I have.  My speed will be great, but checking it on fast.com will cause it to throttle due to my ISP throttling my speed when streaming.  I see that Viasat states certain resolutions when streaming with specific plans so it may be doing the same, and fast.com will show it.  

When I check my speed at fast.com under normal circumstances it's never higher than about 2.5Mbps to 3Mbps.  When I turn the data saver off (the competition's data saving tool for streaming), the result at fast.com is then full speed.  

Again, I don't know how Viasat's streaming resolution doohickey works, but if it's similar to what happens for me, fast.com may be causing it to kick in and lower your speed.  Again, fast.com mimics streaming, and it's designed to do so.  

Good luck.  
(Edited)
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Are there any free, easy to use VPNs out there?  I'm game to try, just for the heck of it.  Boredom makes you game for just about anything.  LOL.  
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Old Labs

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You can actually get a feel for it from where you sit by browsing to fast.com using:

https://hide.me/en/proxy

Be sure to select the USA proxy (while slower through the proxy noticeably faster than typical video throttled speed directly - at least by a factor of 2 in those times I've tried it). Not sure I'd try it on real confidential traffic though. Fast.com, meh who cares?   

Then compare vs directly going to fast.com.

Others have mentioned the GoldenFrog VyprVPN trial in their tests (and seems to work well with satellite). 

If really bored, try determining where Netflix content is actually coming from - it's an education in itself on Viasat providing some further insight.  
    
(Edited)
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Well, you're spot on.  

I first tried it with Windscribe, which is a free VPN.  It absolutely killed my speed at fast.com, giving me a speed of 100Kbps.  Just over twice the average dialup, so that was a bust from the start.  

Anyway, using no VPN and with the Video Data Saver on, I got a speed of 2.4Mbps.  With it paused (off), it was much higher.  With it turned back on I got a speed of 2.9Mbps.  

I then tried it through your proxy hider, and sure enough, the speed was much higher, and high enough that I could tell that the Video Data Saver was not kicking in.

Very interesting.     
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Ricky Dean

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WOW,,,  Old Labs, with that one (hide.me) I am getting like 9 mbps and still only 1.5 without it,, I have gotten no where..
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Jab

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RE: " easy to use VPNs out there? "

Use Opera...I did a Testmy at 18Mbps...Vimeo HD (1080) played fine...no buffering
Click, turn on
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Ricky Dean

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Well, I am back in town again, but it is the weekend, so most likely I will not get to much help, but I will be calling them today, again,  maybe I will get Steve, at least I would see he is telling me what can or cannot be done..
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Jab

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Ricky

Give them this coming week, if no success by end of week, then consider my suggestions.
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Jab

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Ricky

Check to see if your dynamic IP address has changed over the weekend.
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Jab

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RE: "doohickey works"

As this article noted, "Video is basically eating the internet......Video traffic exploded in the mid-2000s. It made up 12% of all traffic in 2006 (pdf), but by 2010 it became the largest category of internet traffic, according to Cisco (pdf). That’s because video pre-2005 wasn’t a very good experience. It was grainy, there wasn’t much of it to watch, and it was always buffering—..."

So, companies like Cisco developed means to deal with a finite bandwidth via traffic shaping equipment.  As such, there is a hook (IP or MAC) that informs Cisco's equipment what a given user's QOS will be, as defined in bit rates and data types, which can vary, depending upon total traffic's load condition.  Additionally, Viasat's DOSCIS based modems also has a config file when it goes thru its bootup.

In Ricky Dean's situation, it's rather doubtful Cisco's equipment is defective, but its programming or other equipment in this loop needs to be reconfigured.

If his modem was in bridge mode, a different IP address would exist.  So, if Cisco's equipment acts upon an "IP to QOS " table, then a change might be seen.

I would not think using Google's public DNS server in Netflix's config would make a difference, but using this DNS would rule out or confirm.  I would assume Netflix's equipment is independent of Viasat's, and Cisco's equipment is the traffic cop.

In short, logic would suggest the modem's DOCSIS config file might be related (small might), and/or their programming of other equipment is not in sync (most likely).

As OP stated in another thread, "On my plan, I have three devices my PC, Roku and PS4, on these devices if I use Hulu, CBS Online, and any other service OTHER, than Netflix, the resolution is ok, in fact at times of none action it looks good..  But on Netflix it is always grainy and pixalated and just really really bad."  Needless to say, without knowing his equipment setup/etc., this does not assist...I don't recall how he connects to Netflix...six different ways.  Wireless or Wired?

Hence, by changing IP address and DNS server, on different test runs with rebooting of all equipment, we can learn something...either two dead end results, or a solution.
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Yea...okay.
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And he forgot to tell him to do a tracert
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Wouldn't know. I lost focus after the author's name was listed.
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"WOW,,,  Old Labs, with that one (hide.me) I am getting like 9 mbps and still only 1.5 without it,, I have gotten no where.."

This issue has got to be fixed, or at least explained why it is happening.  Are we going to tell people that the Gold Plan streams at less than the Silver Plan?  I just can't understand why this hasn't been dealt with yet, and dealt with in a matter of hours, not weeks.  Can any Mods explain why this is still going on?  Are we missing the other side of this?
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Old Labs

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Personally if it were me on the other end as an engineer/developer (from past personal experience and regardless of what "business" process is in place), one of the first things I'd check is how Ricky's account in particular is being mapped to his throttled tier and a possible case of garbage in and garbage out - it would help if others on the Gold plan would weigh in to determine if it's applicable to Gold in general, limited to Viasat-1 or unique to Ricky. The mods only know what they are told after kicking something up the food chain.

You just have to keep pushing it until you find someone who gives a rip... or a moderator can identify one who does and will grab on to it like a pitbull and not let go until fixed.  
(Edited)
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Yeah, I know we are missing something.  Must be a lot harder than it seems.  I guess.
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Old Labs

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Or not - any time information is passed through tiered levels of support, something is lost or even added in translation ;) 
(Edited)
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Ricky Dean

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UPDATE::::

I stayed home and tried what someone suggested..  I placed the Viasat Modem in Bridged Mode..

Well, everything but port one shut down..  well that was what should happen.. and if I am connected to port one, I have 6.5 on Fast.com while there.. However,, I could not get the Netgear Nighthawk connect to the Viasat modem..  So I got on the phone and worked to Tier 3 Support..  The guy was really nice, but he could not get it to connect either..  He said that there was a compatablity issue with the Nighthawk as it is a Router too.. then he had me take it out of bridged mode and the Nighthawk worked fine.. Perfect..  BUT  WAIT FOR IT...

Fast.com was back to 1.1 to 1.5..  He tested it with Googles Speedtest and it came back at 19.2..

So, I asked, why in bridged mode do I get the speed I should be getting, and out of it I get only 1.1 to 1.5 and he first said well there is matters of network congestion..  I reeled and told him that that was not the case and we just proved it.. (Please keep in mind, I was trying to be as nice, cause he was good and I believe he was trying to help) and I further said it makes no since I get connection speeds from fast.com when it is bridged..

So he has sent a ticket to the Network Engineers.. and hopes I will hear back in 24 hours..

So,  Labs, Brad, Jim..  someone..  

Could it be this $250 Nighthawk is not compatible and I just need to get another and bridge this thing and be done..   It is over two weeks, and I feel like I have more proof now, but not really closer to a solution, well except me taking into my hand and paying more money and bridging the dang thing..
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Old Labs

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Sorry missed this before going off on tangents below...

OK hopefully they get back with and answer this time - it does suggest to me that it's a Viasat issue based on you description here.

As far as the Netgear router is concerned, I too was a bit concerned that it may only be compatible with DSL only - once DSL was mentioned below; however, after reviewing the manual and Netgear support it appears that's not the case at least for the D7000 V2 since you can connect the Netgear to cable or fiber modems via it's red Ethernet port (i.e. WAN). 

It may indeed be incompatible, but I'd probably check its default configuration to determine whether there may be an IP address or DHCP configuration conflict. I would think that with the Viasat device in Bridge mode it wouldn't make a difference, but worth checking I suppose.

I personally would probably go so far with the Viasat device in Bridge mode to even force the Lan IP address on the Netgear to 192.168.1.1 and DHCP range to 192.168.1.2 –192.168.1.254 just for grins to see if it made a difference (those would normally conflict with the Viasat settings but may not in bridge mode). Maybe something on Viasat's end is expecting those. 

What's the worst it can do break it? But obviously try at your own risk since that's my own personal attitude when stuff happens ; )

I can feel your frustration... just some guesses above.
(Edited)
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Ricky Dean

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I have the 

Netgear Nighthawk D7000 - Wireless Router - Dsl Modem
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Jab

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RE: Netgear Nighthawk D7000 - Wireless Router - Dsl Modem

*IMPORTANT* DSL Internet Only.
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Jab

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Ricky

Another Experiment.

1.  Put WiFi Modem in its default settings (brand new);  I don't have one, nor know if there is a reset button on it.

2.  Use one WiFi device (laptop, chromebook...) and one Ethernet connected device (desktop).  

3.  Use this URL to determine your IP address...are they the same on each device?
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Old Labs

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Thanks that's all I wanted to know - there was alot of unnecessary static in the air and wanted to verify what you were saying earlier.
(Edited)
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Ricky Dean

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Thanks Labs
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The static fades to the background if you just ignore what the good doctor writes
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Happy to see your streaming speed is up to what it should be Ricky.  It was dicey there with all the "static", but it all ended well.
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Jab

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RE: all the "static",

Much better S/N ratio over here, due to moderator keeping topic focused.  Since Viasat has introduced EasyChat, SMS text, and their Internet app, I suspect this forum, like Wildblue.cc and Wildblue World forum, will become history within several years.
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If all else fails... go to Best Buy (or Wal- mart or ?) and purchase a different router to try.  You can always return it if it doesn't help!
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Jab

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RE: If all else fails

Send a computer nerd over, and charge $200.00
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John

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I rarely get more than 1.1 or 1.2 mbps on fast.com.  I thought it was because it was measuring for Netflix and that is the speed used to stream 480p. On speedtest.net I can run anywhere from 3.0 to 29.0, according to the time of day. I have the Silver 25 plan.
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The Silver Plan DOES stream at 1-1.5Mbps.  Your Fast.com test is correct.
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Ricky Dean

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Yah, when I was on the Silver, that was about right.. but that to slow for HD..
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Ricky Dean

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OK,,,  Pissed   Really

Friends and I watch some Netflix last night and all was well..  but this morning..  

I am right back to 1.5 on Fast.com and 28.7 on Speedtest.com and Googles..  

So, they found me and took my speed on netfix down again..

Oh, and I never received my Call from Tier 2 support,, it is about 48 hours now, certainly not within the 24 I was promised.
(Edited)
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Matt B, Viasat Employee

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Ricky,

If you haven't already, please send an email to us at ViasatListens@viasat.com.  
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Ricky Dean

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Actually I started with Exede listens and Diana told me that y'all cannot help me and I still have not heard from tier 3 who said I'd hear back within 24 hours
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Ricky Dean

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I am calling, and on the phone with them currently..

They are stating now that I have to give them my account password to continue.. I have always confirmed my account information and it has been fine.. but now to even talk to me, this agent says he has to have me password or I can call back when I can give my password..

I do not give out my account password.. it is not a safe practice..  I am sure there are difference of opinions on this, but I do not think a company should ever ask you for your password..

I to the best of my knowledge have ever set up another password for support..  

I have to say,, viasatlistens..  I am trying to remain cool..   

I have done as you asked Matt, I have sent a third email to Viasat Listens..  and we are at the 72 hour mark..

Really, this has gone beyond customer quality support,, like low.. Sorry,,  but for three weeks this has been an issue.. I have been on the phone, on chat, in this forum, and on viasatlistens..  I taking matters in my own hands I got my 4.5 speed on Netflix.. I has it for 2 days and you dropped it right back down to 1.5..    Enough is Enough..

My Talk with Steve, I was to get help by Wed..  Two complete Weeks ago.. Never Fixed, NEVER received a call back.. Not even an email.. Thursday of this week, I talked to Teir 3, Sherwin and was told I hear back after your Engineers assisted.. Now.. 72 hours later No calls, no Emails, and NO SPEED...

I will copy all of this in to a 4th Viasat Listens..  

I am sorry for anyone that does not think I have a right to be angry.. but yah,, I am very.. Angry..


UPDATE.. Here is the notice that you received this..

Case # 01789091 regarding your Exede Account has been received
(Edited)
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No, you have every right to be pissed about this.  If the Unlimited Plans are going to have the streaming "optimized"  then they should work right.  Gold shouldn't be streaming at the Silver or Bronze level.  Somebody should at least tell you that something is very wrong with your optimizing and that they are working on it.  This is very disappointing to me that you aren't being told that you have a glitch on your plan.
And you are correct in that there is no reason to give your password out to service.  Your acc. # and phone# is all you need.
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Matt B, Viasat Employee

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Ricky,

I responded to your email a short time ago! :-)

As for the password, the only password we will ever ask for is a verbal password, used to authenticate you, and allow you access to your account.  It is not the password for your email, or the customer dashboard, and is used only for this purpose.  

If you're uncomfortable using this password, we have other methods of authenticating you over the phone.  The agent will usually ask several questions about your account, as long as you answer all the questions correctly, they will consider you authenticated.  
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Ricky Dean

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Matt B. responded and to be fair, I really did not believe there was anything that he can do..  so it was nice of him to take the time..  It is all in the Tech side to assist, but that is not happening..  I am yet again on the phone with them,, aka tier One.. and Matt if you read this..  This is the 4th or 5th time I having to EXPLAIN from the very beginning to Tier 1, because while I am being told they have all the information on the account and in the tickets, it seem that when the Support picks it up, there is not anything there, or they can not read..  

So, I have been on the phone for about 20 minute again, just trying to get someone to assist and I am still at tier one..

Ok,, Laniqua is telling me that a ticket from Steve Case is closed,,  CLOSED..  

GEEZE,,, I am typing this while on the phone.. She is so Nice,, but is telling me that Viasat cannot Network congestion...  I just tested with her and it was 31.2 at Speedtest.net and Fast.com is 1.5 and she says that there is no one that is limiting my speed..   

My hands are shaking I am getting so mad.   I begged her to listen can I do not think we are communicating.. and finally now being sent to Tier 2..   


At the 35 minute mark, Tier three is telling her that she has to do some tech support before they will even allow her to put me through...  So we are rebooting my Modem, just so they will allow her to transfer me..   

What is this,, Matt??  Brad??  if you there is anyone you can call, anything that can PING to say,,  YO.. Someone is dropping the ball...

I have spoke more to her while waiting,, and I honestly feel your higher Tier are giving her the runaround.     This is stupid.. I am 45 mins now and she still working to get a Tier to talk to me.. not even tier 3..

WHY the HECK am I even with Viasat any more.. if this is the way future service is going to continue.. 
(Edited)
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Ricky Dean

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At near 70 minutes have Tier 2 and she says he has to go through all the steps over again..

Now she want me to change Netflix to Standard so it will stream in HD...

Update to come
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Ricky Dean

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At near 70 minutes have Tier 2 and she says he has to go through all the steps over again..

Now she want me to change Netflix to Standard so it will stream in HD...

Update to come

ok,, we are near the 90 mark..  I am just about ready to throw it all out the back door..  your tier 2 is just an nice as can be, but is explain that Fast.com is likely just compatible with Viasat..  I had to melt down a little..  I explained that on the same Viasat internet I have seen good results, and it is only when my plan have a Video restraint that this is occuring..  and that no matter what, if 1.1 to 1.5 is never going to get me 720p.
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DavidBrowserGuy, Browser Expert

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Ricky,
I'm a member of the engineering team.  Please send an email to browser@viasat.com, including the phone number associated with your account.  Thanks!
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Ricky Dean

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Thank you, I will happily do that.. thank you..
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Ricky Dean

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I was just told that they are submitting a Ticket to the Network Engineer, it was never submitted and or submitted wrong.. and that it will be anywhere from 7 to 14 business days before they even review the Ticket.

**Bangs Head on Desk**

I work for the State of Alabama,, and we all know that the state government is slow..  if I did not contact a customer for days or told them I would talk to you in about 2 weeks on your network issue..
I would be written up and spoken to behind closed doors in a manner that is unacceptable to post here...  

I really am just tired...
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Old Labs

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That was my experience in communicating with him directly also on another matter - someone who actually does listen.

P.S. FWIW, there was somebody here just yesterday or the day before in another conversation reporting the same symptoms on the Gold plan.
(Edited)
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VeteranSatUser, Champion

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I wouldn't doubt there are some bugs somewhere in the video downgrade technology. They are basically throttling speed in attempts to make the provider of videos give you lower resolution. That of course goes on the assumption that providers use certain internet speeds to determine what resolution to transmit. But what if the provider changes their algorithm or doesn't determine resolution that way? Not sure how everything will work in the long run.
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Jab

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RE: "Except of course...you missed (or left out) the part where Ricky is saying

Unconfirmed....OP's words here are not precise...we know nothing about what he actually did.

RE: " (using the only the Viasat device)  and the issue remains.."

But, did Netgear's "DSL coding" trigger the issue...unconfirmed.  I believe he also stated there were digital picture errors even when Netflix was configured to auto.

Maybe his SB2+ modem, maybe DSL router triggers issue, maybe on Viasat's side...

We known nothing for sure, at this time...
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Ricky Dean

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lol.. just lol
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Jab

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Ricky...Dylan said it would happen:-)
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johnny c

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The goal is seamless transparency so that the customer can view, surf and have a good experience on the internet.

Meaning that regardless of hardware (various devices) operating systems, browsers, virus protection software, video viewing software etc., ISP interfaces etc. the system will work and provide an expected result/output.

However even with standardized protocols, there are still, based on the myriad of possibilities due to the items listed above and continuous updates to firmware, software etc.daily challenges to make it all happen.

All of the above leads me to hypothesize that:



""Everything will never work with everything and everything is always changing.""



I know we expect it to, and for the most part we can get adequate to good results, but not always do to updates, device issues, etc.(listed above).

Our responsibility:   keep our software up to date, recognize when an issue occurred, what happened just prior to our problem (any new updates, software installations, new hardware installation, environmental, high winds possibly causing a dish alignment issue, be knowledgeable, situationally aware of our system so that when we do contact customer service we can give them some details.

Viasat responsibility, employ knowledgeable customer service reps to provide assistance, follow up,  take all of the above in to consideration and design, update a system that takes all of the above variables and attempt to deliver a system that:

Is seamless/ transparent so that the customer can view, surf and have a good experience on the internet. (at a reasonable price of course)

Timely follow up on customer issues to insure issues have been resolved.

Review your design, when your system is based on data caps and streaming limitations you must make sure that your system is proactive by sampling providers to insure that your streaming restrictive algorithms can identify an issue.and take appropriate action, via report to the customer, provider etc.

From time to time Interface issues will develop resulting in slow or no service however we expect an  "All hands on deck attitude" until the issues are resolved.

 A definite challenge.
(Edited)