Exede speeds are slow in Free Zone

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  • Problem
  • Updated 2 years ago
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  • (Edited)
buffering at 3 in the morning on a 3 minute video on youtube?  And I have't even gone over my limit for the month.
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Tammy

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Posted 3 years ago

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Joshua

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Hi Tammy,

I can understand the frustration. I've noticed that in my area, during the time period of the late night free zone (midnight - 5am), things tend to be very congested. I hunch on this, is that there are quite a few people who have large downloads that kick in during this time period.

For now, things really won't improve much until more users switch over to the Liberty plans which should spread the usage out a bit more uniformly (someone correct me if I'm wrong on that one).

On another note, if you are experiencing poor performance consistently, you may have an issue with your installation (e.g. your dish could have become out of alignment). You can call customer support and they should be able to let you know if the issue is congestion or if something else might be amiss. You can find the support number here: https://www.exede.com/contact-us-exede/

Good luck and I hope the rest of your weekend goes well,

Joshua
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Brian Shackelford

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Call into customer service while the issue is occurring and request them to check your Beam and Gateway for congestion. If it repeatedly happens, call back each time and report the problem and request a supervisor to review the issue AND ask them to forward the issue on the the network operations folks. There may be a bigger issue in your area that front line support is not aware of at the time of the issue you are experiencing. You can also send your account info to exedelistens@viasat.com and request the same.
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Brad, Viasat Employee

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Hello Tammy. I'm going to have to agree with Joshua and Brian on this. The Free Zone does tend to see a lot of congestion in some areas as customers still on our Classic Plans wait until  that time to initiate monster-sized downloads (video games, torrents, software updates, ect) and as a result we do see reduced speeds. Unfortunately the best way to try to fix this for you is to have you call in as the issue is happening. The email is only during business hours so the phone support number  855-463-9333 is going to really be the best way to approach the issue.
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Josh

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its not congestion its called throttled. because my speed drops about 5-10mins before free zone starts and upload is always consistent.  magically gos normal 5-10min before free zone is over. they tell you "Call in when it is happening" but then DUH?  the reps give same story you need to call in duering daytime when tier 2 is working.
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Steve Frederick-VS1/Beam314, Champion

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Josh, what you are seeing is all those download managers kicking in and running until just before the end of the free zone. People are downloading Netflix and games by the thousands during the free zone every night.
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Josh

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I believe there would be spikes in the download speeds and uploads would definitely not be normal.if that were the case, its pretty consistant at whever it is set at, last nite is was 3mbps nite before it was at 4mbps. either way they can adjust for the congestion so its still there problem.
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Christopher S. Jannette

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I have a 20 minute video of it being throttled artificially during our liberty pass time and have contacted a law firm discussing a potential class action. Frontier Internet lost a 150 million dollar case for similar practices. 

Essentially the company is charging for data theyre not delivering which they then can save money on as they are clients to ViaSat as I understand it. This is anti consumer activity and at some point by legal means someone will put a stop to it. 
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JEP

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Yeah, I don't think you quite understand the problem.  The pipe is only so big and only so much data can fit through it.  I suspect ViaSat/Exede are doing their very best to distribute that data fairly and make the most customers happy.  If not, then much like Hillary Clinton, it is just incompetence and they had no intent to do anything wrong.
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Tammy

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I have had my installation checked several times. Would switching  to the liberty plans help? 
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Brad, Viasat Employee

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the speeds in the late night free zone will probably not see much difference but with Liberty you won't have to rely on using the Late Night Free Zone as it's not needed for the Liberty plans. So if you see better daytime speeds and during prime time hours and were only using the LNFZ to download, you may find it a more suitable solution. Keep in mind that the Classic plans with LNFZ are retired and you won't be able to switch back should you make that change. More info can be found here http://www.exede.com/liberty/
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Jared

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if u switch plans you will NEVER be able to get free zone back, and I have heard people on liberty plan complain about their speeds as well so in short no changing will not help you, only make you lose your free zone.
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JEP

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Tammy - I am reluctant to encourage anyone to change plans, but I have been very happy with the Liberty Plan for the short period of time I have had it.  I used about 15 to 20 GB of Liberty Pass data this cycle and speeds were pretty consistent at around 5 Mbps.  If you are a huge downloader you might have your speed reduced lower than what I am quoting.  And of course, Liberty Priority data probably won't be any faster than your Classic Plan after midnight.
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Patti Goodwin

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I also have had issues with free zone time.  More then not having it.  Called 2 diff reps.  first one told me something was def wrong but she was having pc issues her self and couldn't set up the insurance plan for $5 a month. But set me up with a case number to call back the next day.  Sweet lady  SSOOO the next day i called and the 2nd rep (witch) told me there was nothing wrong and kept arguing with about setting up the insurance plan.  Plus she hung up on me.   OHHH  and now I'm running outta gigs in 1  ONE Week
(Edited)
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Diana, Viasat Employee

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Hi Patti,  We want to make sure that we do everything possible to provide you with an amazing experience here at ViaSat. We would love to assist with this issue. Please send us an email to exedelistens@viasat.com with your account  and contact information.  We're her to help. 

We've seen our peak usage times extend well into the Late Night Free Zones as many customers while they may not be awake they have been utilizing that time period for large updates and downloads to take place. During the  summer, children are home from school and college which increases the internet traffic as well.