Slow speeds

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  • Problem
  • Updated 3 years ago
  • Acknowledged
  • (Edited)
After 3 help desk tickets, 2 (very long) phone calls 1 computer optimization my network speed is sub standard. 3 to 4 down with 0.9 up early in the day with 1 to 2 down and 0.6 up later in the day. These speeds are are not sporadic but consistently slow. Only 1 specialist I spoke with was honest and admitted that my speeds were slow and stated that my problem was my traffic is routed to their most used gateway which experiences congestion. The other specialists stated that I wasn't having a problem. The conversation would go like this... "Yes I am - No you're not - I'm looking at the results of a speed test - The results aren't right - You directed me to this site to perform the test - Your speeds aren't slow" and so on.
That's it! No  recourse. No fix! No re-rout! I'm stuck. I was told to review the fine print of the 11 page contract. I guess it's time to look for a new provider.
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Gerard Hall

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  • PO'd

Posted 3 years ago

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Steve Frederick, Champion

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Gerald, before you get too excited, why don't you send an email to exedelistens@viasat.com. The moderators here will take a look at your modem with their tools and see what is going on. Please be sure to tell them your problem and be sure to include your account number and a contact phone number. You will get a good answer as to what is going on with your internet connection.
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Exede Lindsey

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Hello Gerald, thanks for reaching out and bringing this to our attention. We're very concerned that you're experiencing service speed issues we would like to review your account and see how we can further assist.  Please send us your account and contact info to exedelistens@viasat.com. Thank you

-Please understand that a router can have a significant effect on the performance of your service. Since all devices in your home connect through the router, it can be the bottleneck that hampers your service -- especially if you have more than one user on your network simultaneously.
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Gerard Hall

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So... Here we go again. Back to square one. Why is it that Exede blames my equipment first? There is nothing wrong with my equipment! 
I don't complain about speeds during thunder or rain storms either! 
I achieve comparable results whether I’m connected via my router  (wired or wireless) or directly to Exede’s modem while the sky is clear.
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Brian Shackelford

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Gerald - 

Please give this a go:

1.  Go to www.testmy.net and run a download speed test from there from your computer (I would advise manually setting the size of the download test to around 16 to 18 MB to avoid using too much data).

2.  Now plug your computer directly into the Exede modem and run the test again

Are the results similar?

Rinse and repeat a couple of times if they are different.

Exede reps can run a speed test directly from the modem which in the cases they have done so in working with issues I have had matches what I get running the tests from the site above.

Let us know how those turn out.
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Gerard Hall

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17:32 Hrs - I get the following from www.testmy.net

"You might have a problem...Your connection scored only 23% of the Wildblue Communications average (77% slower). This does not always mean that you're in bad shape. If the Internet package you subscribe to is slower than most people using your ISP you'll see this message."

I get the pretty much the same result from 2 devices either through router or directly connected to Exede modem. 
 2.1M down. 
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Brian Shackelford

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Gerard - 

1.  Are you still in your Priority Data for the Month?

2.  What Exede Plan Do you Have?

3.  Has your speed ever been faster?  If so what has changed since then?

Send an email to exedelistens@viasat.com as suggested with your account number and let them look into this as well.
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Gerard Hall

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1. yes - 6G used
2. Liberty 10
3. This speed issue used to be intermittent and short in duration. For the last 2-3 weeks in has gone from bad to worse. Nothing has changed on my end.

I've sent an email. I'm not hopeful. The last time I spoke to them they changed their story from my equipment and local weather being at fault to congestion on the internet as a whole. They must be used to dealing with gullible people.
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Gerard Hall

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As expected - Exede listened - Exede managed to get a good result in the AM - and Exede passed the buck.

They only work during business hours and since it's mainly an evening problem I should call 855-463-9333 and allow them to troubleshoot.
It's a vicious circle. 
Refer back to my original post about 2 very long phone calls, 1 computer optimization ......

It's still business hours, 16:30 Hrs EST to be exact. Just got home and speeds are
2.2M down and 0.8M Up
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Gerard Hall

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21:16 Hrs EST
1.3M D - 0.7M U

Exede has a fantastic service!
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Brian Shackelford

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Can you log into your modem (192.168.100.1) and click on the modem icon and share what the RX SNR is showing? I had very slow speeds like yours when my dish go ever so slightly out of alignment and my SNR dropped into the 5 range. Also share if there are any red indicator s on the modem or tria page.
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Gerard Hall

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RX SNR = 8.7 - 8.9

Everything is green 

The problem is not here. 

I will repeat it again. The Exede help desk told me that everything with the modem and cabling checks out with their tests. The problem was the routing of my traffic. It's routed through a gateway in Wyoming that is heavily used by Exede. 

21:49 Hrs EST  - 3 Down 0.8 Up
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Brian Shackelford

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Well that is at least as good as what I have right now.  I would suggest continuing to call when this occurring each day.  Document the date, time, get the representative's name and upon sharing the reason you are calling, nicely explain that you need to speak to a supervisor.  Request the supervisor check the account over.

A couple things they have done for me over the years when I had issues:

1.  Re-Provisioned the account.  This fixed an issue similar to this a couple years ago, not sure it would apply today, but it is worth a try.

2.  Power cycle the modem - do it a couple times.  There are multiple carriers in each beam and they are supposed to load balance. A power cycle should trigger the balance algorithm based on my understanding of how it works.  You can also request to see if they can switch you to a different carrier, although customer support may not know how to do this or what you are talking about.  A supervisor may.

3.  Request to have the ticket escalated.  This may be difficult until you have the history carefully documented from several calls.  If you already have this, then go ahead and make the call tonight and request this.

That would be my starting point.  After doing the above every day, say for a week I would think they would have this resolved or escalated to someone who can fix it.  If the gateway is the problem, then there are a LOT of people in that area having problems and you cannot possibly be the only one.

Do you know your my.exede.net login?  You can try going to the other forum (www.wildblueworld.com) and looking at the MyESVT tool and see some of what the customer reps are seeing as well as run a speed test from the modem to the gateway to see what kind of performance that is giving you.  Not sure if that tool will be available to you yet.
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Gerard Hall

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Home early
15:26 EST
3.6D / 0.9U

Wow! Exede is exceeding!
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Gerard Hall

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16:03 Hrs EST

3.4 Up .9 Down

Typical. Exede is still exceeding!
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Gerard Hall

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16:03 Hrs EST

Correction

3.4 Down .9 Up

Typical. Exede is still exceeding!
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Gerard Hall

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16:09 Hrs EST

3.2 Down .8 Up

Exede is still exceeding!

Wait until 16:30
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Brian Shackelford

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Gerard - 

What Geographical area are you located in?  What did the customer care say when you called in and requested a supervisor / escalation of your case?
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Gerard Hall

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16:15 Hrs EST

2.7 Down .9 Up

Exede is still exceeding!
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Gerard Hall

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WV
No point in calling until it's really bad. This is stellar performance for EXCEED right now
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Gerard Hall

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16:20 Hrs EST

1.69 Down .8 Up

Exede is still exceeding!
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Gerard Hall

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16:23 Hrs EST

2.1 Down .9 Up

Exede is still exceeding!
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Gerard Hall

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16:30 Hrs EST

1.7 Down (Peak) .7 Up

I wonder if Exede is listening. It is still business hours!
Exede is still exceeding!
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Gerard Hall

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16:37 Hrs EST

4.4 Down (Peak) .9 Up

Exede might be listening. It is still business hours!
Exede is still exceeding!

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