Unhappy with speeds

  • 1
  • Problem
  • Updated 2 years ago
  • In Progress
  • (Edited)
How slow do speeds need to be before internet service is no longer a service. I had this conversation with an exceed representative today. He basically said it does not matter how slow the speeds are, exceed is not responsible for slow speeds, look at the contract.
Photo of Mark

Mark

  • 2 Posts
  • 0 Reply Likes

Posted 2 years ago

  • 1
Photo of Diana

Diana, Viasat Employee

  • 2244 Posts
  • 424 Reply Likes
Hello Mark,  Dueto the nature of satellite-based internet service, there are many variablesthat can affect speeds, including, weather at ViaSat’s facilities or at thecustomer’s home, network congestion, a misconfigured home network or outdatedcomputer equipment and software.  Because of these many other variables, ViaSat cannot guarantee any particularspeed to you.

Based on the time of day, it may be congestion.  Congestion does occur with all internetproviders, especially when school is not is session. Modernnetworks are built to handle a high number of connections, but a drop in speedcan still occur during peak hours of internet usage when almost every serviceon the network is being used.

When the new satellite is launched and operational, our speeds will be greatly enhanced as congestion should be reduced.