Unhappy with service

  • 1
  • Problem
  • Updated 2 years ago
  • Acknowledged
  • (Edited)
I just did a speed test before calling and got .90 Mbps download and .30Mbps upload.  Customer service said they  got 3.22  MBps download and 1.5 MBps upload. When I ran a speed test to verify what customer service told me, I got  2.36 Mbps not MBps download and .26 Mbps not MBps upload. I was told this is a normal good speed. For those of us who know, this is not a normal speed and is only  1/20  of what it should be. Even if the the customer service representative is confused  over the units these speeds are so slow it should never be considered normal or high speed. It is impossible to stream anything at that speed. Every time I call the representative is confused over the units and speeds that are normal . Why do I get exactly 1/8 of the speed customer service tells me every time I call? 
Photo of CJ

CJ

  • 3 Posts
  • 0 Reply Likes

Posted 2 years ago

  • 1
Photo of bill nord

bill nord

  • 47 Posts
  • 22 Reply Likes
Not defending Exede -- heaven knows they don't care--but most of the time low download speeds can be traced back to the quality  of the installation.  More than likely your dish is not properly aligned.  I have to adjust my alignment every couple of month because of the way my dish is attached to its mounting structure. You can check the alignment if you have a key to enter at http://192.168.100.1/install/.  Then listen to the tones coming from the LNB.  Beeps = bad, Solid=good.  Better yet, have the installer return and check it.

 
Photo of CJ

CJ

  • 3 Posts
  • 0 Reply Likes
Thanks for the reply I'll look into that link but I have been down that road before and paid for a service call and had everything replaced. Was told my signal was "in the red". When the tech checked it here it was perfectly aligned but tech support would still see it "in the red". When service is congested you will get that error along with the bad network cable.
Photo of Steve Frederick

Steve Frederick, Champion

  • 2573 Posts
  • 1584 Reply Likes
CJ, you will get much better answers if you send an email to exedelistens@viasat.com. Along with your questions about your speeds, include your account number and a phone number so they can get to your account.

Have you tried checking your speeds with your computer hooked up directly to your modem with an Ethernet cable, bypassing the router? This will give you the actual speed on the Exede network. Routers can sometimes cause slow speed problems, depending on the settings.

I don't know what beam you are on, or how congested it may be, but here on beam 314, central and western NY, I typically am getting speeds of 18.0 to 21.0 Mbps down, 2.5 to 3.0 bps up, during the high traffic periods during the evenings, it sometimes drops down to 10 to 14 Mbps. It could well be that you have equipment problems, or an installation issue, cable issue, etc.

Self alignment of your dish is really not recommended, it should only be done by a certified technician.

If you can go to the modem status page and post the numbers here, some of the others on the board can offer their suggestions.

http://192.168.100.1/?page=modemStatus

The important numbers are the Rx SNR, Cable Resistance and Cable Attenuation. Also, are there any red checkmarks on the Tria page?