just got installed and Speeds are slow

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  • Problem
  • Updated 9 months ago
  • Acknowledged
I Just got installed today with the Unlimited Silver 25 Mbps and my speeds are at best 2.5mps down and the upload does'nt get to 1mps what gives I was promised 25-30
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Eugene

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Posted 9 months ago

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david, Champion

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Look at the time. It's prime time. That's probably as good as you're going to get in prime time and better than some get. Try it in the morning. If you get a lot better speeds then, it's congestion and there's nothing you can do. If it's about the same speed then you need to call Viasat to get it fixed.
(Edited)
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James

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mine has been below dialup speeds for the past month and all they say is "congestion"  no matter what time or day it is I get around 1.2mbps highest I have seen in months
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Stephen Rice, Champion

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What he said.
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Eugene

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The install was completed at 1:30 PM if that's the best I'm going to get I probably should stick with my DSL where Im getting a consistent 10 Mbps (I guess it's a good thing that I did not jump the gun and cancel my DSL)
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Old Labs (VS1-329)

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Or you can always try eating more during non-peak usage periods which are typically between meal times on your beam. 
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Eugene

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Lol great  Nice to see we have a bunch of comedians.My speed experience was between the hours of 1:30 PM and 12 AM. So I got Internet that is useless to me during the times that I am home nice! The reason I come here asking questions was to see if maybe I had a problem and what you guys are telling me is I do not have a problem. This is what I can expect. As far as the contract goes coming from a "Law" background there is no contract that would hold up by a company saying there is a contract I did not verbally commit to a contract nor did I commit to a contract by signing something.   
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Eugene

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Lol great  Nice to see we have a bunch of comedians.My speed experience was between the hours of 1:30 PM and 12 AM. So I got Internet that is useless to me during the times that I am home nice! The reason I come here asking questions was to see if maybe I had a problem and what you guys are telling me is I do not have a problem. This is what I can expect. As far as the contract goes coming from a "Law" background there is no contract that would hold up by a company saying there is a contract I did not verbally commit to a contract nor did I commit to a contract by signing something.   
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Michael McDowell

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OK, I'm confused.  I don't understand how your system could have been installed and provisioned without someone being home for the installation.  Someone had to sign the usage agreement when the system was installed!  (unless things have changed since my system was installed!)
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Old Labs (VS1-329)

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No what we're saying is this isn't a direct support forum despite the inter-customer banter not directed at you; however, a moderator will be by shortly with the standard reply that you'll find elsewhere - send an email to viasatlistens or contact customer care by phone. They can determine whther there is a potential install issue.

That being said there are some things that you can check including variance of speed at different times (as suggested above), determining whether it is limited to wireless connectivity (i.e. is better with a wired connection). Knowing those things will yield some suggestions from a customer-to-customer perspective that may improve your experience (or not as the case may be if you're on an oversold beam).

Judge and Jury will be by shortly to debate law...   
(Edited)
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Eugene

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( Michael ) I did not receive anything the installer was supposed to call when he was an hour away he called when he was 10 minutes away I was 45 when I got there the dish was already on roof he was waiting to come inside after modem was hooked up he left there wasnt any paperwork at all everything transpired from a phone call
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Old Labs (VS1-329)

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That's not the way it's supposed to work - in fact, Viasat has very specific standards for installations (as well as service calls). Google "ViaSat Installation and Service Call Standards". Not even supposed to begin work until reviewing it with you, get your approval, etc. including post-install responsibilities and you may be the victim of a shoddy install.

You're best bet is to contact viasatlistens with your account and contact information.

 
(Edited)
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Matt B, Viasat Employee

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I agree with Old Labs.  Send us an email with a full account of your experience, as well as your account info (so we can find you!)
ViasatListens@viasat.com
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J&J

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Include the installer's information.  They may have forged your electronic signature to get the install done.  Some of them are that unscrupulous.
 
 
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VeteranSatUser, Champion

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I am still stuck on why, or who said, the OP would never get under 12Mbps???
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Eugene

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When I called for the install that's when I was told I would get 25 and if I went over 150 GB it would go down to no lower than 12 now I did talk to the company that I called yesterday and they said the modem has to be hooked up and running for about 24 hours I had unplug it when I left home when I got home yesterday I plugged it back up and I was getting 7 megabytes but it quickly went back down to 1.5 and eventually only .98 and no I did not do a Google search call me gullible but I generally take a man for his word so I was going by what I was told. And that's why I chose to go with satellite although I was getting 10 megabytes I could not stream TV and be on the computer at the same time... they did tell me that everything looked great on my end as far as the signal and they even ran a speed test and said something wasn't right and they had been having problems with the modems and for me to call Exede and they would put in a trouble ticket....
(Edited)
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Steve Frederick, Champion

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Who did you order your install from? From Viasat directly, a local dealer, Directv or some other wholesaler?
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Eugene

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It was a sign put on the end of my road with a number on it it said Exede
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Old Labs (VS1-329)

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Sounds like you were talking to a local dealer (not Viasat) and got hosed from everything you've said. Do what Matt B said if you haven't already done so:

Send us an email with a full account of your experience, as well as your account info (so we can find you!) ViasatListens@viasat.com
(Edited)
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Stephen Rice, Champion

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I hate those signs.  I see them all over the place in Baton Rouge and it makes me sick.  I live out in the country where AT&T is my only option for landline internet.  People who live in the city have the option of AT&T, Charter, and some areas even get fiber through Eatel.  There is no need for someone in the city to select satellite internet other than the redundancy it offers during a natural disaster.