Customer Care said slow speeds across all customers right now? Are you experiencing?

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  • Updated 1 year ago
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Today my data reset and as expected, there was no increase in speed. So I contacted customer care through chat, which told me there is nothing they can do via chat and try to cycle the modem or call customer care. I called and was told that it is a network wide issue and they are "working on it". 

I am wondering, is anybody else experiencing this right now or being told there is a network issue? I just want to make sure I am not being pacified. 
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Karl Wenn

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Posted 1 year ago

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arthur davis

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Having the same problem.
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Old Labs (VS1-329-L12FZ)

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Narrow it down to your beam/gateway - everything's fine here in VA. Probably depends what beam/gateway/core node you are assigned to rather than all service areas. Each of us take different routes to/from the internet.

See: https://www.northlc.com/_images/beam_priority_map.png

  
(Edited)
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Karl Wenn

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Mine would be b369
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Old Labs (VS1-329-L12FZ)

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Now wait for someone to chime in on that beam or the HI gateway or a moderator may confirm ;)

You might also want to look at your modem status page:

http://192.168.100.1/?page=modemStatus 

If online, but showing a status of Disconnected under Client Side Proxy Statistics, I generally find that to be an indicator that problems are being experienced at your core node and for me at least things slow down tremendously when that happens.    
(Edited)
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Karl Wenn

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I would imagine it is unlikely anybody in my beam is going to be on here. Oh well. Hopefully we are back up and running normal soon.
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Bev, Champion

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Beam 332 is running a bit slow today but, there is moderate could cover as well so that may be all it is today. Stats look good here, just down to 8 Mbps when I would expect 15+ Mbps.

It doesn't look like a network wide issue, possible one or more beams, likely a SAN (gateway) issue that will be resolved in a few hours, if you are affected.
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Matt B, Viasat Employee

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Karl,

This sounds like a known issue that's already being worked on.  Send your account into to me at ExedeListens@viasat.com, I may be able to get your account escalated.  
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Karl Wenn

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I sent an email at 2:48pm. Haven't heard anything and still dealing with slow speeds. Just letting you know in case our email was missed.
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Karl Wenn

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It has been over 48 hours since the reset and still my internet is not close to where it should be. It is getting better but not there yet. http://beta.speedtest.net/result/6770249848.png

I just recieved the following email from support. 
Thank you for contacting us. I show that your speed has appeared to have returned. I got 16.21mbps at the modem. If you are still seeing the slow speeds please call us at 855-463-9333. 

I tested it right after I recieved this email and got this 
http://beta.speedtest.net/result/6770886690.png

I replied..
Not even close. I would appreciate you trouble shooting this until I am experience those speeds.


Does somebody have an explanation why they would see such a high availability while I am experiencing something totally different? By the way, I have gone through the whole "plug directly into the modem, try multiple computers" test. It's the same on 3 different computers, all of which are Macs. 
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Bev, Champion

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Lots of things might cause that. the first thing is to connect one computer to the modem, with an Ethernet cable, do a clean boot and, test that way a few times. Seeing 16Mbps or so then? Okay, now do a normal boot and test again. Drop in speed? it's other running processes causing the sow down. Still good, then it is likely your router, if that's the Exede Wifi Modems, contact them again, with this information, if it's your own router, it may be time for a new one.

If its software, that is trial and error until you find the culprits, antivirus and firewalls are a good place to start looking, then autoupdaters and Apple support services. Look fro things that run on boot up on all of your computers and disable those one by one until you find the culprit, then adjust settings or remove, replace that program if needed.

Id it does happen to be slow on a clean boot, then it is likely minor equipment issues which means a service call to have everything checked with a fine toothed comb.
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Karl Wenn

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Bev, do you work for exede? 
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Diana, Viasat Employee

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Karl,  No, Bev does not work for Exede.  She is a customer just like you. She has been a customer for a while and  likes helps resolve issues by responding to questions and issues she has experienced or is aware of.
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Bev, Champion

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Thanks Diana.

As Diana said, I am a customer like you. I've just been here (WildBlue or Exede service) since  2004, like many of our Champions here, I've encountered the majority of the problem my fellow customers may encounter and, worked through what's needed to resolve them.

I am also a volunteer tech support helper on a Gamming forum and, because of that, I've dealt with many software and security suite caused issues as well as some hardware issues and, connection issues that are not exclusive to Exede service. I jump in ans offer suggestions where I can, based on what has worked for me or, for other's I've helped work through problems with their computers and, internet connections.