Service is slow after using up Priority Data

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  • Updated 2 years ago
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  • (Edited)
I had Liberty Pass 12, and even though Exede advertises and sells that service as providing 1-5mbps on the Liberty Pass, real world actuality is they bring you to a screeching halt, making your service unuseable, OK not unuseable so you might be able to run a google search at 11am on a tuesday when everyone else is at work, but it was dang slow usuall .25ish mbps.  

Sooooo, I thought well if that is the case I might as well switch to their smallest package, I mean it can't be any slower than this after i run out of data WRONG I WAS!!  We were already out of data when i switched, which meant I was already out of data on the new Essential 10 plan, BAMMMO, ping spikes from 600-700 all the way to 1800-1900 instantly and the speeds slow to .10mbps or slower!!  Thanks Exede, you all are AWESOME!!  I can't believe they are allowed to sell this "service".  The frustrating thing is I know there are ways for them to limit your speed/downloads according to packet size, IE keep you from watching videos, streaming music/movies, etc, but right now i can't even click an article link on Facebook or run a google search without it taking 45 seconds plus to load.  

I have about a year and a half on my contract, I've turned at least 3 people in our neighborhood away from this service, think I'll put a sign up in my yard warning people about it as well.
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Justin

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Posted 2 years ago

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Christine Conrad, Champion

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I don't understand what you are upset about. You pay for a given number of GB per month, and when you use that up, you shouldn't be expecting getting free data at high speeds. Those still with priority data left are granted a higher priority on the network, those who are over their limit are at the lower priorities, thus things will take longer to load. This will be the worst during the evening hours when the network has its highest usage.

Just like when you fill up your car's gas tank, when you use that gas up, the car will go so slow.
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Justin

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I'm irritated because Exede LIES, repeatedly, about how the service works.  I explicitly explained that we ALWAYS run out of data because we are a family of 4 with multiple devices, they said on the Liberty Pass after you run out of data you will always have 1-5mbps, trust me I asked repeatedly if that was true because I've had all of these horrible satellite companies, and they reassured me over and over oh yes you will really like Liberty Pass in your situation.  

You can NOT, as a family of four, use this service, it is absolutely worthless after your priority data is gone and if their sales people had honestly explained the service we wouldnt be having this conversation because i never, ever would have signed up for it.

I fully expect to be slowed, even drastically slowed after I use the priority data but i do not expect to be completely shut down, which is absolutely the case you can't even look at the weather after the priority data is gone.  I've been given your speech above ad nauseum, i understand how it works now, problem is I've been lied into a 2 year contract, if thats the way Exede wants it thats the way they will get it.  
(Edited)
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Christine Conrad, Champion

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Justin, had you taken the time to actually read the Exede data policy relating to the Liberty Plan, you would have also seen the part about the speed, during the pass, might be slowed to very slow speeds during the prime times in the evening, to speeds that may make the internet unusable. Unfortunately, the sales folks on the telephone lines don't tell the whole story when they are trying to make a sale, and their bonus for signing customers up for the service.

I agree that a family of four would be hard put to try to survive on the limited plans available on satellite internet without severely crimping their time on the internet. However, living in the country has its advantages, and disadvantages also. We choose to live in the country, and have managed to live within the 10 GB limits each month, but there are only two of us, and we don't stream music or video. I fully understand your frustrations.
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Justin

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Yeah, yeah, I know its all my fault for not reading the fine print, no responsibility on Exede to behave in an ethical manner, I get it, I get it. I wonder what would happen if I lied to someone about say a rental contract?  99.99999% chance I would get sued and lose, but in this case the Exede legal team is banking on people not spending the money to sue them for a relatively small amount of $$.  

The way they set up their plans is quite frankly just silly.   The faster speeds are COMPLETELY pointless when you have the extreme data limitations, it would be much better if they just offerd a 1.5mbps speed cap for everyone and either raised or eliminated the data caps.  As is the high speed is good for about 3 days, then your out of data, then non-working service for the remaining 27 days of the cycle!
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Steve Frederick, Champion

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Justin, Exede was never "hiding" anything about their data plans. They are in plain English on their website. You as a consumer have the responsibility to do the research before committing to a 2 year contract, which comes with certain restrictions. You are just not happy because you can't get unlimited data. For that, you will have to move to an area that is served by a ground based internet service. I  have two choices for internet service, Hughesnet and Exede. Both companies have similar service plans, with minor variations. Both have customers not happy with the data limitations. In my opinion, Exede has the better service, at least to suit my data needs.

I like the 12 Mbps speed. I have no interest in them lowering the speed to 1.5 Mbps for everyone. I had Wildblue's original satellite internet for years, prior to the  new satellite that offered Exede with a higher data speed. I suffered through the slow loading of pages, and pages loading minus any pictures or graphics because of the low speed.

The internet has changed over the years, and web designers have no regard for those of us on limited data plans, and have just filled every page with very high data needs. Some improvement is coming, with the launching of a new satellite, with higher data capacity early next year, and another following a few years later. I am very happy to have a service like Exede available to those of us who live in the country setting, where  the ground based suppliers just don't wish to invest the money to lay cable or fiber over miles to pick up a few customers.
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Diana, Viasat Employee

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Hi Justin, Steve is correct. DSL and Cable offer great plans but you need to live in their area to get it. Exede does its best to distribute the data to all of our customers and will be looking at enlarging  our plans when the new satellite is launched in 2017.
(Edited)

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