Anyone else having trouble connecting to a server based game such as World of Warcraft?

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Every time I try to connect to World of Warcraft, I can log in then after a few minutes I get disconnected. I have talked to Blizzard and its not on their end, and I have only had this problem sense Monday. When I called tech support or used the live chat, the both say that the modem is working fine, and by the looks of things when I go to the TRIA Status, and Modem/IFL Cable status pages, they show everything is fine, but the only time a problem is noticed is when I run a trace to the server I am trying to connect to. As of a few minutes ago, I tryed to connect to League of Legends game client as well and it just fails to start up.

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Logan Wilcox

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Posted 5 years ago

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A. Everett Neuman

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Hi Logan,
My wife use to play WOW and my son still does when he is over for a visit. The lag/ ping is noticeable, but no other issues.

Have you added any other security programs (malware, virus, firewall)?

So, the games did load OK before and just started messing up on Monday? Are you using Windows? If so, look under the "Event Viewer" in the admin tools and see if something pops up at the same time your games are loading.

Have you tried to do a "safe start-up w/ network access"? When you load the games, is there anything else running in the background? Microphone game connected software?

Are you paid and up to snuff for the server you use for WOW? Can you flush and re-install the server connecting software.

Does it need certain ports open for it's use? Is it on the "allow" list for your Firewall program?

Just some ideas, several other forum members are more game related than I and might have some better ideas.

Hop it helps,
Everett
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ExedeEmerald

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Thank you Everett for sharing those ideas! Hopefully one of those is able to help Logan with playing WOW. =) 
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ExedeEmerald

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Hi Logan Wilcox, I can definitely double check your connectivity for you to make sure everything is running okay on our end. Please send me an email to exedelistens@viasat.com and I will be happy to assist. =) 
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Jeremy

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Just wait for the LNFZ and you can play again. Exede said they know about it and are working on a fix. If you ask me they are blocking the sites again like they did a few months ago.
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A. Everett Neuman

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Hi Jeremy,
I do think you are wrong about Exede blocking the WOW servers/ sites. Why would they do that? Let alone it would have ramification towards freedom of usage on the internet.

What is likely happening, is the WoW game server is kicking high ping players so the lag does not effect the other players.

Exede states clearly on their website and signup information pages, that World of Warcraft DOES have issues during game play. They suggest, that if you are a avid player of WoW, then Exede might NOT be for you.

There are many different servers for WoW. I suggest you look for one that offers high ping player options.

Everett
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Jeremy

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I have hade exede for 2 years now and have never had a problem with wow or any other site until about 4-5 months ago when a lot of people who went over there cap couldnt go to high data sites. All exede said was it was are routers but when your LNFZ hit it work just fine for that time. Now it is happening again.

You do know that caping words in the middle of a sentence makes you look like a jerk and not smart? Because of that it makes me think you dont really want to help people and just want to be a jerk to them. maybe next time you will be nicer.
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Diane Dail

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iam having the same problem as Jeremy,just started last week.never had a problem logging into wow until now,even when my data was gone I could still log in,lagging like crazy,but could still log on.only can access game play now by having data added or wait for lnfz.
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Tim Jones

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I totally agree with Jeremy on the online gaming issues, Been with exede/wildblue for several years now and have never experienced this major of a problem with latency/lag issues playing several different online games until the past month or so playing SWTOR and it is exactally identical to your issue with WOW. I have made sure on every online game I play to enter it into my firewall settings and also open the ports in my router to the online game so I know that its fine connection wise on my end. So it does make me wonder if exede is locking out online games isp's when you are connected to them more than just regular website surfing. If they are (locking out online games or sites that use constant data)  it's probably a security issue on data usage for customers to help out, if true then that is not the way to help costumers out! I have been looking into finding a different internet provider because of all the down time and excuses I get when I call. Just tonight they are telling me there is a problem in my area and they are working on it and it should be resovled in the next hour or two, but like I told them its been like this for a couple of weeks now, so what is an hour or two going to resolve??? When I ran a trace route to SWTOR I was like OMG wow its defiantly not on the games end its the internet connection itself =( I run speed checks all the time and for the past few weeks it has been horrible 2-4mbs dl and 1-2 upload speeds sometimes the upload is faster than the download, I should be getting 9-12mbs like i used to so what does that tell you? Tells me that I am very unhappy with the internet service! And I am starting to agree with Corey and his topic in the conversations Data Usage without Usage sad to say but it makes you think because I have tested and done the same things he has and sad to say I have found out the same issues with the extra data usage!  Tim Jones in Missouri
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Inthesky

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It was a known issue they were throttling specific traffic to certain sites by those of us savvy enough to track it.(under the DAP) They fessed up to it, and fixed it. Now it is back again, and we can start the dance again until it is fixed.
(Edited)
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Tim Jones

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So if Exede is wanting to make a bad name for themselves (aka word of mouth = good for business or "bad" for business)  in doing the throttling of certain websites that '"they think'" might be using all the data up for the customer < just my thought for their reasoning. Then maybe they ought to send those certain customers an e-mail or maybe the forgotten telephone call and ask before throttling anything that would potentially make the consumer upset! This is not a good business practice especially when it has happened to be a known issue in the past. If it is a software bot that is doing the throttling of the certain ip's  with consumers then maybe they should either stop those bot's and try a different route in preventing consumers from constant traffic to certain  ip's. Also if customers want to play online games then just let them (and don't throttle anything, ummm they are paying for the internet service right? The trace routes that I have been running are telling me more than I really would like to have seen (wasn't happy at all), especially when I have all the required forwarded ports open (and checked with PFConfig software to make sure they worked properly) to the ip that I am paying for. And from what I have seen in these forums I might not be the only one that is thinking of getting in contact with the BBB and present my evidence that I have gathered. When a person spends over $1000-1200 (which is a joke) a year for internet service because they have no other options, it kinda gets under your skin!  Oh almost forgot to mention my wife and I are having the same exact issues that Jeremy and Logan are having but mine is with SWTOR and it is listed in the exede games that are ""suppose"" to work fine  http://help.exede.net/articles/General/Exede-Games 
(Edited)
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A. Everett Neuman

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Here is some possible new information about WoW play and issues:
http://www.wildblueworld.com/forum/showthread.php?9114-World-of-Warcraft-DC-issues(started-last-week...
Hope it helps,
Everett
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Devin Rovell

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yes. this was my post. it seems alot of WoW users are having this issue. for me it happens in 1 other game aswell. called archeage. completely different company and the problems began at the exact same time which would suggest an IP issue.
to be fair the archeage servers were down for 3 entire days during the same period of time that WoW was patching thier servers which is when all this began for everyone.... this is very frustrating as many of us have thousands of dollars invested in these games...

after further investigation these dissconnects are happening in minecraft as well.

this has to be an issue with the IP killing our ability to play these games. regardless of what we are told by the screen readers in customer support. most the time i end up waitinig for an escalated team that knows little more about anything than the people that are hired to read a monitor to you...  
(Edited)
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Inthesky

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There isn't an issue playing online games with Exede save for lag (see my above post) The issue occurs when Exede throttles usage, and then blocks traffic to certain sites and ports ONLY under DAP. (WoW, YouTube, Steam, Twitch etc) This happened a few months ago. Then those of us that were actually tracking the traffic noticed and called Exede on their BS, and it got fixed. Now it is happening again. Hopefully they won't resort to such low tactics, but you never can tell with this company.
(Edited)
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Inthesky

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But yes, Exede was blocking traffic to numerous sites and games for DAP'd people, just to be, well you know. 
(Edited)
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Wayne Woodle

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12.129.206.130 seems to be the recurring problem when you go into your WoW folder and check Logs/connection.
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Devin Rovell

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what is DAP? im not throttled and the issues are still there
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Exede Kimberly

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Devin, DAP stands for Data Allowance Policy. We use the term to describe the status of having reached your data limit. If you can send me your information to exedelistens@viasat.com, I can take a look into the issues you're having. Thanks.
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Tim Jones

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Devin, the term throttled (in earlier comments) doesn't mean that you have used up your data allowance. It means that sites & ip addresses that your connection stays on streaming data on a regular bases (which usually isn't much with online gaming unless you are downloading the updates each week or when they have a maintenance patch) gets throttled ie like online games. My wife and I are going through the same issue that you are "and many other customers esp. the ones that don't know that much about computers and don't respond to the real issue they just think its the game itself" but ours is with SWTOR. We can't even play longer than 3-10 minutes before getting kicked & lol I know its throttled from the trace routes that I have been running along with other programs that I run also. I could start a new online game right now and would be fine for the 1st month maybe two and then bam brick wall again with the throttling, and yes I have plenty of data remaining for the month so I definitely know that isn't the issue and when I run several different speed tests sometimes its up to snuff & sometimes its not so good and the problem is still there =(  I am a valued customer and have been with wildblue/exede for several years now and all I want is for this issue to be resolved....pleeeeease 
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Devin Rovell

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yup ill make a list of games that im currently having issues with. and i know that they all starting having issues at the same moment... i remember when it happened. my modem reset itself and then bam i cant stay connected to any games what so ever with the exception of a few not well known games the rely on more bandwidth than the MMO's i play. 

the games i connot play anymore are listed here.

World of warcraft
Archeage <can stay connected for 10 minutes before DC begins
Minecraft
Star wars the old republic

other affected things if noticed

Paltalk < a chat program i use regularly to talk to family and friends. everything works for the most part minus the ability to publish my cam without it dissconnecting. i can view others cams and stay connected to the program fgine otherwise. but this issue started occuring precisely atthe same time of the other issues.

^all of these games worked fabulous before and now thay all DC within a minute fo connecting. im not even recieving lag at all it just DC's alll of a sudden.

i do not wish to list the games that still work for fear of those being blocked too.

i do not feel like calling in or getting "Help" with my issue on a personal basis because i know for a fact that this is not on my end. this is something specifically happening on our ISP's end and is being lied to us about.

im gettnig very good speeds and have been almost the entire time of these issues.
please fix this ISP or you will lose my service for good as i am no longer under contract with exede.

http://testmy.net/compID/1819889930191
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Jason Morris

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I am having the same problem. games i am having the problem with are:
WoW
SWTOR
GW2

i tried running through a vpn so that they couldn't track where i was connecting to. It worked but the vpn slowed the ping down and being that it isnt great to begin with it was unplayable.
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Devin Rovell

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also tried through a VPN and i did not get disconnected once. but the lag was unbearable. which tells me this is an ISP issue. please fix this
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William Pabon

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Same problem here, can't loggin to WOW. Yes the lag has always been there but t i can't even loggin. Contacted wow ticket says they are good on their end..../sigh 
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Exede Kimberly

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Hey Devin, didn't know if you had seen it yet but I responded to your email this morning regarding these issues you've been experiencing. If you need anything else or have additional questions, I will be in the office today until around 5:30pm CST.
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Devin Rovell

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yes i saw your response and it was the exact response i expected.  i can assure nothing is wrong with my cables. i can install the modem on a shorter cable with much less resistence and still have the same issue. ping times unaffected and the latter. believe me when i tell you ive done everything! including rewireing my entire network with brandnew cables! you cant narrow this problem down to a problem on my end when my ping times and speeds are always normal and several hundreds more are having the same issues as me.

Edit: they might need to get all the scientists building the 9 billion dollar satellight to fix this issue.
(Edited)
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Exede Kimberly

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I am not trying to blame anything on you and I apologize if my email came off that way. I can only speak for what I can see on your account's connectivity diagnostics system and the issue is with your equipments connection to the ODU. Please call the number I provided for your dealer so we can get this resolved for you as quick as possible.
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Devin Rovell

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correct i see that on my end aswell. but i dont need to call a number to fix it as i can and have done that myself. it does not fix the issue. so id rather have a longer cable to my house so i can monitor my modem easier than keep it closer to the dish so i dont have to run back and forth when im on the phone with exede. yes the modem may be repoting an issue. yes i see that issue. ive already put the modem back in its original spot on the shorter cable and the issue we are all having was not resolved. that being said my ping times and speeds are not affected in the slightest when it comes to the extra cable resistence. infact my pings tims are rarely over 700ms and my speeds are normally almost double the advertised limit. even in the modems current state.
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Exede Kimberly

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I can understand where you're coming from with this information. If your issue persists after you've made your adjustments, calling the tech would be the route to take. If you need anything else, I can always be reached at exedelistens@viasat.com. I hope you enjoy the rest of your day.
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Devin Rovell

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i almost feel like these responses are automated and you are not reading anything... im done here. these issues are clearly beyond your level of expertise.
im not calling a tech so they can squeeze another hundred bucks out of me to tell me something ive already heard about a thousand times on the phone with exede.

give me 10 minutes and check my modem again and see if you see a problem on your end

ive rerun my cables again and you will see no issues on your nd. yet... my issues persist
(Edited)
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Exede Kimberly

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I will check again. One minute please.
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Exede Kimberly

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The same issue is still registering on your account. I stand by the diagnosis of requiring a service call. I'd be happy to make an adjustment on your account to help with the charge for the service call. I'd like to get your service back up and running asap.
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Devin Rovell

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so everyone needs service calls? thats the big fix huh? everyone started having these issues at the same exact problem. im looking at my modem now on the viasat status page and see 0 issues. i could make a service call and wait for them to show up in 2 weeks or more.... but i know for a fact it will not fix this issue. as i could connect to the servers thru a VPN but the lag of the VPN makes the game unplayable. still it does not disconnect untill i stop using the VPN and try connecting directly to the servers over the isp. it connects plays well while its connected then it disconnects. a minute later. no lag warning or anything just drops. all my favorite MMO's started doing this at the same time. along with hundreds of other players... 
(Edited)
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Exede Kimberly

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I cannot speak for anyone else and their issues without looking at their account. I have looked at your account and see the issue is still persisting. If you change your mind and would like assistance with your service call charge, please send me a new email. Thanks for you time.
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Jeremy

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Kimberly you posted a week ago in this topic https://community.exede.com/exede/topics/steam-being-throttled. saying it was a known issue and you will keep checking with your engineers. Now you are saying its something else. So to me it looks like exede is just going to keep making up stuff up. Its a shame that a company has to do this. Just so you know last month when I hit my cap I could still go to youtube twitch play wow d3 steam listen to spotify pandora but this month I can't. Its the same for a lot of other people and you are going to say its on are end.
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Exede Kimberly

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I am speaking only for this specific account that I have personally looked at. If you'd like me to take a look at yours to see if you have anything out of order, aside from this known issue with DAP, I would be happy to take a gander. Just shoot me an email to exedelistens@viasat.com with your info. I will be out of the office today at 5:30pm CST but will respond as soon as I arrive tomorrow at 9:00am. Have a good one.
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Jeremy

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Nothing is wrong with my account. How do I know that because right when I hit the LNFZ guess what everything works again. I know is not because look around here there are more then just me have the same problem. Its not a problem with are accounts its exede blocking the stuff we want to do. The same thing happened a few months and guess what is was not my account. Sorry to sound like this but its just really frustrating that i pay for internet that I could only do what exede wants me to do.
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Jason Morris

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anyone still having this issue? i thought after the reset it might go away. I guess they are still hell bent on not letting us use our data we pay for for what we want.
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Jeremy

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Me. Its been a week for me know and I know its been longer for some. You should keep a recorder of all this. Thats what I am doing. The only way to win is to have proof.
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Exede Kimberly

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We are still working towards resolution of this issue. Please bear with us as it's taking a little more time to fix.  Here is a good post from one of our Admins that may help clear things up as far as the process goes:  http://www.wildblueworld.com/forum/showthread.php?9127-DAP-troubles.
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Jeremy

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Good to hear there working on a fix.
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Michael Salmons

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When I went over the data cap this time, a few sites were now blocked, like League of Legends website and when I tried to update Adobe Flash Player, the download part of the site was blocked.  Even when I tried Windows Update, that was blocked as well.  I finally waited til LNFZ and all sites and games were unblocked. 

Before this when went over the cap, I could still access games and websites.  I sincerely hope this is a bug.  I don't mind being throttled to slow speeds, having websites and games blocked is a little much. Especially if I need to use Windows Update.

Hope this gets sorted soon.
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Jason Morris

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This is like day 11 of not being able to play, At this point i absolutely hate exede. God forbid i ever get a better option i will flush this internet service down the toilet.
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Ben

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This Issue 1st began 12/2/14 for me i cannot play WoW, StarTrekOnline, or Guildwars2 without getting DCd anywhere from instantly to 3mins. i haven't gone over my usage in a very long time! Heck i even upgraded my internet not too logn ago to make sure i didn't, so what is the deal? My steam account also downloads stuff alot slower now as well. I run internet speed tests and everything seems normal. I have done everything i can possibly  do on my end short of
 (╯°□°)╯( ┻━┻. 
WOULD LIKE SOME FEED BACK! thanks.

Edit:i tried calling in and the tech that i got was excessively rude, interrupting me in the middle of trying to explain my issues and unwilling to help because it was a "gaming problem". I did nothing or said nothing to the representative to even have them act that way...
(Edited)
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Devin Rovell

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glad to see im not the only one.
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Matt Kunes

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I have been having a problem close to the same that some of you are having.  I dont play WoW anymore, however, about 2 weeks ago, my PS4 disconnected, all videos wont load on my computer, and a site that I use for at home work no longer.  I know that the answer will be that I have used all my data, but the issue with that is, I have nothing connected to wifi, other than my PS4, which is off when I am not playing.                                                                                               
The other thing about this, is that I set up my account last month, I had never had an issue with any of this with my little rinky dink internet company in my hometown, but I went with exede due to the cost, and within a month of having the service, I am already regretting it.  Within 3 days of setting up, I had somehow used 8 GB of my 20 that I was allotted.  With only my computer and a PS4 that is up about 2 hours per day, I used 40% of my service?  as soon as this 6 months that I signed up for is up, I am gone from them, absolutely terrible service
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Tim Jones

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This was an E-mail that I sent back on 12/8/14 and I received this in return,

-------------------------------------------------------------------------------------------------------

customercare@viasat.comTome




Dec 9 at 7:28 PM

Tim Jones,


This email is to let you know we’ve received your inquiry about your WildBlue account and we’ll get right on it. We’ll let you know within 24 hours how we can help with your issue. 


Description: 
Wondering if the traffic police lol was throttling back data again on high traffic area's like ip's for online games. have been having issues with Starwars the Old Republic aka SWTOR. The Ip is 159.153.92.28 I have the pf ports all open to the game and the trace route that I have ran for the past few weeks has gotten a lot worse and we can not stay on the game any longer than a few minutes without getting disconnected back to the log in screen because of the latency / lag issues. If this ip has been throttled back to save us on data please fix it and Thank You, Tim Jones


Sincerely,
ViaSat Customer Care

------------------------------------------------------------------------------------------------------------------
its now 12/15/14 6 days later with still no response aka e-mail back from them on the issue. So I guess being a valued customer doesn't really matter =/ Well I guess I'm back on the phone again tomorrow looking for a new internet provider.
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Exede Kimberly

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The email address provided to send your information to is exedelistens@viasat.com. The address listed in your email goes to our eCare team. We have a much smaller team here so our response time is much quicker.
(Edited)
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Jason Morris

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I think the hamster that runs the part of their satellite that deals with mmo ports must have died on the wheel up in space. This is what you get EXEDE... invest in more than just one freaking hamster, evidently the poor little guy couldn't even keep up with the load he had on him. And i am betting you are trying to put more and more on him. Animal cruelty i say. ANIMAL CRUELTY.
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Devin Rovell

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by using 3rd party software to change my IP i can still play my games! i will not reveal the name of said software! so HA Exede i beat you!
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Alex, Viasat Corporate Communications

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Games are tricky. Some gaming sites actually block satellite because the latency can make the playing field uneven (e.g., in some instances, you can actually have an advantage with satellite as your character jumps around).
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Michael Salmons

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During LNFZ all the Websites, Games, Windows Update, PS3, and SmartTV were unblocked.  And like Adobe's download part of the site was unblocked during LNFZ.

Satellites latency is not high enough to do those kind of effects like rubberband effects with character.  Would need around 3000ms to do that kind of stuff.   On mine , I range around 600-700ms, I get is that .5 second delay which is signal travel, which is normal for playing games on Satellite.
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Alex, Viasat Corporate Communications

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We did some testing on games on our system a year or so ago and you can see the results here: http://help.exede.net/articles/General/Exede-Games
World of Warcraft was one of the games we ID'd as NOT working well on our network. I've asked one of our engineers if anything has changed that would cause that to be more or less true but generally speaking you should not expect this game to perform well on Exede. 
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Jeremy

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For 2 years I never had a problem with world of warcraft. So why is it happening now and only when at the DAP. And look at the list starwars is on the list of games that appear to work yet they are having the same problem. Now what about windows update adobe spotify pandora youtube twitch.  When you try and update it says i am not connected to the internet but if i am not on the internet how am I posting this. Why don't you just says exede is blocking the sites again so we can all move on.
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Michael Salmons

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Any update on if the blocking sites, dowload part of websites, Windows Update, is a mistake or intentional?
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Michael Salmons

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Update on mine.  I was on my Belkin routers webpage the other day, just looking through... and the time and date it said something like November 16, 1970... that was very bizarre, it would let changed the time zone but nothing else.   So I just reset to factory default and the date was correct date.  A day later websites and games were unblocked.  Not sure if this fixed the problem or Exede did something in the past day to fix their problem.

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