Great connectivity... not so great speed

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  • Updated 8 months ago
  • Acknowledged
  • (Edited)
Although we are very satisfied with connectivity... much better than our previous Verizon service in that Exede service very rarely ever goes out except during severe storms... we are disappointed with speed. We started with 12GB 12Mbs and upgraded to the 25GB 25 Mbs service. We are still using the original modem. Speed tends to be less than 1Mbs most of the time. Most Wi-Fi usage is done with our phones... a Samsung S7 and a Huawei Honor 8. Can anything be done to enhance speed? You can contact me at#######.Thanks,EllenSue Jahn
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Dr Noah Tall

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Posted 8 months ago

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Jim16

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I'm not sure you are on your new plan yet.  My understanding is that a new modem is required to run the 25mbs speeds.  If you just signed up for the new plan, it will take some time for them to send you the new modem. Do you have the new Wi-Fi/modem combo?
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Matt B, Viasat Employee

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Noah,

I've removed your personal information, as this is a public forum. 

Jim is right, if you're on a 25Mbps data plan, it's required that you have a wifi-enabled modem.  When you upgrade, you are sent a replacement modem (which are currently on backorder)

Please email us at ViasatListens@viasat.com, be sure to include your account number, or the phone number attached to the account.
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Michael McDowell

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Dr Noah Tall:

Have you gotten any help from Viasat yet?
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Jim16

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Umm, see Matt B. post above?
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Michael McDowell

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Just wondering if they had resolved anything yet.
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Ken

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Haha, getting help and getting it resolved are 2 entirely different beasts. ;)