Slow speeds on Liberty Pass

  • 2
  • Problem
  • Updated 2 years ago
  • Acknowledged
  • (Edited)
Currently I'm typing this out on my phone, because my internet is topping out at a whopping 0.04 megabits per second download speed. You advertise that after you're on Liberty Pass, speeds usually range from 1-5 megabits, not megaBYTES!!! The second time I tried to run a simple speed test (absolutely NO graphics or HTML on the page at all), I couldn't even do it. So once again (just like EVERY OTHER DAY SINCE I'VE HAD THIS SERVICE), I'm basically without Internet. I either want the problem fixed, or I want you to disconnect my service, take your equipment back and eat the "early termination fee". This is a bunch of crap, and your company has nothing but NUMEROUS complaints about it, all OVER the Internet. This is the most worthless Internet service I have ever used in my life. Literally slower and worse than dial up!!!
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Richard Corder

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  • PISSED OFF!!!

Posted 2 years ago

  • 2
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Exede Sux 4 Real

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Bait and switch. They tell you all these great stories and in the end, after your data runs out, usually 2-4 days, then your service is useless. I have been trying to get resolution for 6 months now. New story from them every phone call. Welcome to Exede, where you pay 69.99 for 3 days of internet.
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Kathy Tracy

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w much is the early termination fee??? im doing the same
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Bev, Champion

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Once you use all of your Priority data, your speed is slowed and, how slow depends on the time of day and congestion on your beam.
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Justin

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This is simply untrue, my data was slowed to around .25mpbs CONSISTENTLY after hitting the Liberty Pass, and it stayed right at that .25mpbs telling me there was something in there system keeping it there.  
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Robert Spano

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I upgraded to more bandwidth and only use about 1/3 of what I am paying for.  Still have incredibly slow speed. 
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Laurel Treat

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seems to be the main "fix" they tell you, just upgrade your plan, spend more money, yada yada
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Eric Tigert

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Time for a class action suit. Just saying.
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Brad, Viasat Employee

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Hello Richard. Once you've gone over your Priority data on the Liberty Plan and enter Liberty Pass, you'll see the 1-5mbps during the daytime and late nights. During peak and prime time hours it will be lower than this range. During this time you can always add additional priority data to restore the priority speeds and you are able to change plans at any time. For more details our overview of the Liberty plan can be found here: http://www.exede.com/liberty/

If you see that speed during the daytime or early afternoon that's a issue we'll want to look at. Please email us at exedelistens@viasat.com
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Exede Sux 4 Real

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True Justin, but I record everything and I have their sales rep on tape telling me that it ould be 1-5mb and never have more people than the system can handle to keep it from lagging. I specifically asked worst case scenario and speed. He clearly says 1-5mb. So no matter what their contract fine print says, I have it on tape contrary to their contract. I also have at least 2 more recordings of their customer service saying it should never go below 1-5mb. I turned all this over for review by the State AG. They over charge for 2-3 days of fast internet then 25 days or so of slow internet below what they claim you get. My suggestion to everyone who contacts Exede, RECORD IT!!!!
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Rhonda Rose

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Yep, I have had Exede for 18-months, previously even with high usage I could get up to about 4 mbps. This month, I was getting <1 mbps...the Exede rep said "modem speed". Terrible, I couldn't even open up a web page. The rep also said she has seen this recently. So, Brad, please tell me why Exede is making their service worse not better??
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Justin

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Yes Ron I record the conversations now as well, its a shame a company can't clean up their own sales force.  Rhona, the service is getting worse because they are greedy and oversell their beams, IE put way too many people on their network so when too many people get on at the same time it brings the speed to its knees. 
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Richard Corder

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Brad, I can understand a little fluctuation in the "1-5 mpbs" range, but come on!!! 0.04??? I couldn't do ANYTHING. I had to post the original message on my phone! Why am I paying $110 a month to not have any internet when I want to use it. That's twice what I was paying before I switched to Exede, and 100 times WORSE. Huge downgrade.
(Edited)
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Lance Garrett Dean

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Yep....
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Exede Sux 4 Real

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Brad I must reply. I have your sales rep recorded saying speed WOULD BE 1-5mb after plan date runs out. No mention of slower speeds or peak times. I find it funny you try to charge people more money for priority data when your sales people say the speeds would be 1-5mb. We are over charged as it is and I think it is "Deplorable" that you would try to siphon more money for a service your sales reps said we should already have. Thank you for allowing me to respond with a little truth about the situation.
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Rhonda Rose

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They told me that too, Ron!
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James

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I also have recordings of them saying the same thing so not sure how they can call everyone lairs and get away with it.
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Justin

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Ron its all our fault as consumers that we didn't read every sentence of the contract prior to signing the dotted line.  I painted one of those red circles with a line through it on my dish, warning everyone that can see it never to get Exede.  
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Rhonda Rose

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Or they are just not being forthcoming about their actually policies.
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James

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as far as I know I never signed any contract the tech set all that up on my pc himself then left.
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Jim16

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So you scheduled a tech to come out to your house and bolt on a satellite dish, come into your home and install a Modem, set up an electronic monthly payment for your service, and you never agreed to this? .... Your actions agreed to the contract.
(Edited)
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J&J

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Complaints to your state AG are fine, but...  The first question asked will be "did you exhaust your available remedies with exede ?"  You must inform exede of their deficient service, in writing, (email has been accepted as notice) and, that they still advertise 1-5 Mb/sec ~most of the time~ on liberty pass.  You have a "reasonable expectation" to be supplied with that speed... most of the time.

You signed an arbitration clause in your service contract with exede, however, there is something called fraud that is never subject to arbitration and here is where the state AG will assist you, that they knowingly and willfully signed you up for, and charge you consideration (money) for a service they cannot (do not) deliver and continue signing up more customers under the same fraudulent premise.  Arbitration is not a legal remedy for criminal activities. Fraud is a crime in most states.

Me?  Of course I live in California, San Jose to be more accurate.  We have the best blood-sucking tech lawyers in the world here. 
 
 
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James

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well they do not have my signature anywhere, as I stated above the tech set all that up on my pc then left, nothing was ever signed. I hear this is the same for alot of others I know that have exede service.
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Justin

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I'm sure there is a clause in the contract stating something like allowing the technician to install the equipment is the equivilant of acceptance of the contract.  They are pretty good at back dooring you into a contract without telling you any of the specifics, experts in fact. 
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Exede Sux 4 Real

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My business partner is a former County attorney. We have exhausted our remedies and proper notification given. We are basing it on consumer fraud. A taped recording agreement with sales rep is astill good as written agreement. I think we have a great case for litigation
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Brad, Viasat Employee

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Ladies and Gentlemen,

Just want to hop in and weigh in on a few things:

1. Liberty Pass was always intended to provide you with speeds between 1-5mbps during non-peak hours. This means in the mornings, afternoons and late nights you should see speeds in that range if not LET US KNOW as there could be an issue!! During primetime/peak hours Liberty Pass is given a lower priority on the network and you'll see the speeds drop below this range. We post this clearly on our website at http://www.exede.com/liberty/. If something was wrongfully indicated at the point of sale by one of our sales agents, the only way we can see that this occurred is if you send us an email to exedelistens@viasat.com with your account information. We too record our calls and if wrong information was given we can work with you. For example if you wanted to leave without paying a termination fee based on the wrong information given at the point of sale we'll work with you on that. To say we're purposely trying to swindle people into doing a contract with us to rip them off couldn't be any further from the truth. A lot of times things like a wrong sale to a customer in an area that our service shouldn't have even been offered, wrong information given at the point of sale, ect all have been cases I personally worked with and did the appropriate measures with the customer. 

2. We will absolutely *NOT* install service at your home without you signing our electronic agreement. You can call us at 855-463-9333 or email us at exedelistens@viasat.com and we can mail you a copy at any time. If in the *EXTREMELY* rare event that the contract was not signed, or doesn't match the name on the account,  we won't hold you to the terms and conditions. 

3. TALK TO US!! I can't stress this enough! If you feel you were cheated at the point of sale, aren't seeing your Liberty Pass speeds at the level they should be, or whatever the case may be please let us know. Myself, Lindsey, and Diana are here 7 days a week to answer your concerns if you email us at exedelistens@viasat.com. Keep in mind if you use any other email address or use the "contact us" link on our website you're more or less going straight to the front line agents all over again. Exedelistens@viasat.com is the only email that will come to us directly and we are here to help. 
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Justin

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I'll take you up on that one Brad, as I'm fairly certian that 1. I didn't sign anything at installation, and 2.  I know 100% I was lied to during the sales conversation.  Your sales people absolutely do mislead people into contracts regularly, a casual cruising of this forum proves that pretty quickly.  3. I posted here regularly about the crappy Liberty Pass speeds, but basically get murky details about how if you use too much(no one knows how much this is) you will get slowed even further, my experience was we were on the Naughty List of data abusers and never got off of it, we ALWAYS had speeds right around .25 MBPS, regardless of time of day.  You can talk all you want, but with speeds that consistant at all times of the day common sense tells a person there is technology in place making that happen. 

I'll send an email to request a review of the sales phone call, and a copy of the contract with my signature so I can add that to my file.  

Last, I sent an email requesting my previous complaint email be escallated to your corporate office and it replied that my case had been closed, lol.  
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Lance Garrett Dean

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If your service that you offer every one can not handle the load then stop adding subscribers. Because frankly! My internet sucks after the bandwidth is gone. 
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Jim16

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Your internet should suck after you use your data allowance.  You want unlimited free internet?  Not going to happen.  You can post 10,000 times and that won't change anything.  stay within your data limit that you are paying for and everything works great.
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Lance Garrett Dean

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Yes, I am an American and I expect a lot. I like my women fat, my cars fast, and when paying over 100 bucks a month I expect my internet service lasting for more then 2 days. No, I do not expect unlimited free internet. I admit Exede is probably the best internet service provider is my area. Since there is only one other. But still, even after your data allowance is used up. We should still have basic functions with surfing webpages. I was at the point that I count not even purchase more data. The webpage would not even load it was so bad.
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Robert Spano

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I am at 40% of my data cap.  My speed is slower than when the limit is exceeded.  I am not asking for free internet, just something close to what the salesman promised.
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Lake Country Satellite, Champion

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As an Elite Dealer for Exede we do everything we can for our customers and are upfront about everything.  As a consumer, you also need to take some responsibility.  I can tell customers all day long, and we leave behind a sheet that explains about how to get the most out of their data and how to be a little conservative.  Yet I occasionally get calls from some customers asking where their data has gone and why they are using so much.  When I pull their usage up, a majority of the time it is over 75% video usage.  On our web site www.LakeCountrySat.com under Video Settings we have our recommendations for your playback settings.  Netflix default playback is set to Auto which will use 3 Gigs per hour or more.  By changing to their lowest setting of (point 3) .3 Gigs per hour, you will dramatically reduce your data usage, without really loosing much quality.  Most TV's up convert the signal to HD.  

Another high data use product that folks are not aware of is Apple.  Constantly communicating with Itunes, doing data backups, app updates, etc.  Also, phones and tablets connected to your home network, smart TV's, Dish, DTV, any device connected to your network, whether you are using it or not, it is using data to keep itself and the apps updated.  Example, you have all these devices plugged into the power outlets on your wall.  Even though they may not be turned on or you using them, they are using electricity.  No difference in the data world.

You can also go to myesvt.exede.net yourself and see how your data is being used.  Or send me your MAC address found on the bottom of your modem and I will do a data analysis for you.  Send to david@lakecountrysat.com.

Again, we are here to help, ViaSat is there to help, but again, you have to help as well by taking our advice and helping to conserve bandwidth.  Next year this time, once our next satellite is up, speeds and usage should not be an issue.  ViaSat is committed to building the best globally connected satellite network in the world!  So hang in there just a little longer, you will be glad you did.
(Edited)
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Justin

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What you explained was modern, normal, average, every day internet usage.  A family of 4 cannot get by with average usage on Exede, it just cannot be done.  

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