Constant Slow Speeds with Connection Disruption

  • 4
  • Problem
  • Updated 1 year ago
  • Acknowledged
Internet service is slow or drops connection all the time. The Speed Test was highest at 4mbps. After that initial test, I have been lucky to get over 2mbps. I am getting slower speeds now than I was with dsl. I keep losing connection too. Might be able to have an hour long connection, or 3 minute connection. It's like that the entire time I'm on the internet. All I'm doing is restarting my system and I end up not getting anything done and getting frustrated trying all the time. I have replaced my modem with a new one, replaced all of the cords, reset the system, and even check all connections to make sure they weren't loose. What else can I do? I've troubleshoot every thing I can think of. I Iooked at other satellite internet providers, however there is only one other available in my area, and it's the same package and price. With high installation costs it's just not worth it. Stuck for a solution.
Photo of Kathleen Clevenger

Kathleen Clevenger

  • 5 Posts
  • 1 Reply Like
  • frustrated

Posted 3 years ago

  • 4
Photo of Exede Lindsey

Exede Lindsey

  • 1827 Posts
  • 163 Reply Likes
Hello Kathleen, we definitely understand your concerns; I would be more than happy to review your account and see how we can get this issue resolved  with your speeds as soon as possible, we want to make sure you can enjoy your services during all times of the day. Please send your account and contact info to exedelistens@viasat.com. Thank you
Photo of Paul Buchanan

Paul Buchanan

  • 1 Post
  • 2 Reply Likes
I have the same problem. I contacted tech support and they said my system was working ok. No matter what time in log in, I do good to have 4-5 mbps. The only suggestion they could offer was it was due to congestion. With the plan I am paying for I should receive twice that amount. The only conclusion left to me was they over sold my area ! I hope no one else is sold a plan, Excede can not provide, it's a trap that not fun to be in when you need a certain level of service from you internet service. For the first 13 months of service Excede provided everything  I was sold, things changed after that.
Photo of Exede Lindsey

Exede Lindsey

  • 1827 Posts
  • 163 Reply Likes
Hello Paul, I can certainly understand your frustration for ongoing slow speeds. This is not the type of experience we want our customers to have. Please send us your account and contact information to exedelistens@viasat.com so we can further address and thoroughly review this matter. Thank you 
Photo of Kathleen Clevenger

Kathleen Clevenger

  • 5 Posts
  • 1 Reply Like
Paul, it was the same for me, the first year or so the service was great, it went down hill from there.
Photo of David Lisa Weaver

David Lisa Weaver

  • 27 Posts
  • 6 Reply Likes
Paul I'd give anything to have 4 to 5 mbps. I've been dealing with 2 to 3 mbps for almost 3 weeks - for the past 2 days I'm lucky to get 1.5 mbps. Right now I'm between 0.96 & 1.3 mbps. Haven't gone over my limit. I call Exede, send emails - they're telling me they can't do anything because of "weekend traffic" & "beam congestion".

Welcome to the new normal for Exede - snail pace speed & internet that randomly cuts out several times a day. Just love my 12 mbps service. *sarcasm*
Photo of wesley davis

wesley davis

  • 1 Post
  • 0 Reply Likes
I am having the problem with my service and it is very frustrating . To the point where I want to go back to DSL. This sucks paying 79.00 a month and you cant even use the service.
Photo of Brian Shackelford

Brian Shackelford

  • 847 Posts
  • 243 Reply Likes
David and Wesley - 

I am on one of (or at least used to be and believe I still am) the most congested Beams Exede has and I see those lower speeds somtimes in the evening when I still have priority data left, but it is definitely not the norm.  I would call in and ask for a supervisor to review your account (give the initial support representative a chance to check things over first) and see if they can give you any insight into things.  I believe they can (based on what I just read about the tools they have access to) check your history too and see what the signal of your modem has been as well.   I would also advise to get names, time you called, and any reference numbers and keep those logged.  Call in every day.  If it is slow all the time, call in twice a day and ask to confirm it is still congested.  Also ask if it is the beam you are on (get the beam number if possible) or is it the gateway you are connected to that is seeing the congestion.  On top of that, you can ask them to double check your account is setup properly.  I know once they went through the process of re-provisioning my modem and service and it helped in a similar situation.  Not sure if that is still a solution they try, but it may be.

Good Luck.