Terrible speeds, loss of connection, tech support no help!

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  • Problem
  • Updated 2 weeks ago
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  • (Edited)
We are on month 4 with Viasat.  We started with their 25mbps plan (Silver) and for the first 2 months had no issues.  Starting in September we have had nothing but problems!  We get major outages several times a week.  Our speeds don't even push 1mbps.  After several calls to customer support, we took their suggestion and changed our plan to 100mbps in the middle of September.  Literally NO change from the previous plan.  Still get consistant outages and our speeds are terrible.  Even after the monthly reset to data, we still don't get speeds over 40mbps.  Our typical speeds during congestion times are less than 2mbps.  We continue to get the run around from tech support and customer support.  We have been told numerous times a supervisor would contact us with no avail.  Credit to our account for outages never came (as promised we would see it Oct. 1).  Very frustrated!!!!
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Shanna Blue Morgan

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  • frustrated

Posted 2 weeks ago

  • 2
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Tim Spake

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Just think, only 20 more months of broken promices
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VeteranSatUser, Champion

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"Still dont get speeds over 40Mbps."

Okay then.
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Old Labs (VS1-329-L12FZ)

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If you're on a Platinum 100 plan as suggested you should probably be doing better speed wise - in an earlier post you indicated 9 Mbps at 8:00 AM EST. Consensus around here seems to be that the beams supporting 100 Mbps aren't overly congested just yet, especially if Viasat is continuing to offer 100 Mbps plans in your service area - what is your Zip Code?

Some other things that might be worth checking...

  • Determine whether it may be attributed to substandard WiFi performance on the Viasat WiFi Gateway - i.e. run a speed test using a wired connection rather than WiFi if possible.
  • Determine your data usage threshold status (but again you should probably be doing better during daytime hours regardless of status)
  • Ensure that one and only one device is using the internet connection when running the speed test. also ensure that the speed test is the only application using the connection. Remember that 100 Mbps is shared by all of your devices/applications currently active.
(Edited)
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Diana, Viasat Employee

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Hello Shanna,  Please send an email to viasatlistens@viasat.com with your account and contact information and allow us to review your account. Thanks  
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Ron Frank

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Terrible speeds of?   You claim up to 40, AND less than 1? Are you over data?  Im confused!  As for the loss of connection, that sounds more like an equipment, weather, or signal blockage issue.

Regardless, if you were so unhappy with the performance and broken promises on your original plan why on earth did you sign up for a higher priced plan that promised more????

I am so disgusted with you people!  I am so disgusted with this service!  I am so sick of the lies!  But by all means, PLEASE take more of my money!

SMH
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VeteranSatUser, Champion

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Based on where some high density beams are located, how could they!
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Shanna Blue Morgan

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I'm in north central florida.  Does that make a difference?
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Shanna Blue Morgan

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I'm in north central florida.  Does that make a difference?
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Stephen Rice, Champion

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Makes a huge difference. I’m on a magical beam that covers Baton Rouge. I pay $60 a month for service and it rarely slows down unless I’ve used my priority data. Even at that, it only slows down for me during prime time and that’s after I’ve used up my 12 gb of priority data.
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VeteranSatUser, Champion

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Not too far from Andy.

Too bad he is no longer here. He perhaps could provide some insight and how that beam (and Viasat-2) is performing.
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Ronald Stricklin

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outside of peak hours what speeds do you get?
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Shanna Blue Morgan

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never more than 40mbps.  Typically between 6 and 20mbps
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Oliver

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are you testing via a wired connection or the wireless connection?
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Bill Ross

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You guys be a bit easier on her considering she doesn’t know much about how bad and limited Viasat can be When you look at a normal internet and it says you can get 100mbps but you only 6mbps to 20 you might be concerned. But Viasat ain’t normal and she don’t get that yet.
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VeteranSatUser, Champion

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She will. Just takes some time.