not getting 360p streaming with Bronze Unlimited during prime time

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  • Updated 9 months ago
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While I'm here, I should let you know about this problem, too.  There's nothing wrong with my equipment.  Bronze Unlimited is often not able to stream at 360p as advertised, for example on YouTube.  I went through this during the World Cup soccer games.  One thing I found out is that the wifi that's built into the Viasat modem limits speed to a degree, so by using an ethernet cable I was able to solve this and it helped.  But even then I found that 360p would sometimes buffer.  I called Viasat customer support and the tech was able to clear/reset the "Web Accelerator" on my account and poof! the problem was gone.  Well, the problem is back!  Download speed during peak hours on weekday evening is very, very poor.  Thanks for your help - obviously I'm trying to reach Viasat staff.
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crystal3tech .

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Posted 9 months ago

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yourguytim

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Does your speed look like this yet?
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crystal3tech .

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8:30pm Hawaii Time


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Jim16

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Crystaltech, make sure you have youtube set on AUTO, not 360p..  That should help.
Also, run this speed test below and let us know what you get.  It tells you what your streaming speed is.   www.fast.com
(Edited)
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crystal3tech .

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Sure it will help stream the video but at lower quality.
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Jim16

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More than that, it will VARY the streaming quality to match what you have.  You can't get more than you have.  What speed did you get from www.fast.com
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crystal3tech .

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The point is Bronze Unlimited is not performing up to expectation.  If I want to bypass streaming and get high-quality, I can download the video from YouTube.  My download speeds during prime time are horrible, and YouTube will not stream (or barely stream) at 360p during prime time.  It appears there are too many people on the beam.
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Jim16

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O.K,   Sorry I couldn't help you.
(Edited)
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Old Labs (VS1-329-L12FZ)

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Unfortunately it's performing exactly as expected per the Viasat Unlimited Data Policy which states for Bronze 12,  "Small screen quality, typically up to 360p".

Q: Will my video quality be affected when the network is congested?
A: Potentially, depending on the level of congestion in your area, Viasat may need to lower your video quality during periods of network congestion to be able to continue to allow you to watch video without interruption.

See: https://www.exede.com/documents/master/unlimited-data-policy.pdf

Actually they don't lower your video quality. Instead, detected video streams are throttled to a bit rate that is minimally needed to support the plan's "typical" resolution. If the connection is insufficient to support even that lowered rate, the content provider will use adaptive streaming to deliver a lower quality if available, if a lower quality isn't available you'll be unable to view the video without pauses during buffering.

Not defending the Viasat policy just pointing out the facts - we're fairly unbalanced, we report, you decipher.

The reason Jim recommended fast.com is because that would give you a good idea of what your detected video streams are being throttled to regardless of what plan you may choose.

Sounds like you're in Hawaii, in which case you're covered by a single beam on Vasat-1 and it wouldn't surprise me in the least to find that the beam is overcrowded (i.e. congested) during prime time or peak utilization periods.

(Edited)
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Jim16

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Again, put your youtube playback on AUTO.  That's the only advice I can give you.  Also do that for Netflix.
(Edited)
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crystal3tech .

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This page states "Video streaming at small screen quality, typically 360p."  There is no mention of reduced quality during the time that everyone wants to stream, which is weekday evenings.  So it is very misleading.  Silver must be suffering from the same issue – not actually streaming at 480p.  Now, if the beam wasn't overcrowded (over-sold), then the issue would not be happening.  So, it's actually not a "given" technical issue.  It's a marketing issue on the part of Viasat.  My work-around for the moment is just to download from YouTube.  I don't use Netflix.  I use Google Play, rent the movie, then go over to YouTube to watch it, setting the playback quality on 360p.  If we use the ethernet cable and watch during off-peak (after say 9:30-10pm) it works.  As I said before, there's also something going on with Viasat's "Web Accelerator" – when I called customer support, they were stumped as to why I was not able to stream at 360p, so they eventually tried "resetting" the Web Accelerator on my account, which fixed the problem.
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Old Labs (VS1-329-L12FZ)

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The link I provided is from the legal documents page:

https://www.exede.com/legal/

FWIW, those are the only documents ones that really matter and Viasat can change them at any time  - marketing is always "misleading", legal documents aren't - but yes if you're still relying on the Viasat WiFi modem for WiFi access that can be a contributing factor also. Many have already found out that their own quality router can eliminate performance problems. That's been discussed ad nauseam here also. Wouldn't be the first time customer support was stumped by something. We're just providing you with info... you''ll get no direct support from Viasat here.

(Edited)
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crystal3tech .

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Marketing by Viasat is always misleading?  OK.  I am providing you with information, too.  I know perfectly well that this is a user forum.  Sometimes actual staff reply here as well.
(Edited)
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Old Labs (VS1-329-L12FZ)

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I didn't qualify it with Viasat for the record and it's the nature of marketing in general - you know the drill then send an email to viasatlistens. You got your reply when a moderator (employee) marked your original post as acknowledged ;)
(Edited)
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Ronald Stricklin

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The staff gives you an email to contact and they follow it up by blowing smoke up your posterior. In the case were resetting the web accelerator worked last time then calling in and trying that again may be your fastest option.