Exede Congestion

  • 2
  • Problem
  • Updated 3 years ago
  • In Progress
  • (Edited)
Continuation of a problem that was originally posted Mar 15, 2016. (But started much earlier)

Exede internet speeds continue to under perform.
I have jumped through all of Exede's hoops and am worse off now then when I started.
I used to get 1.5 M down in the evening and can now achieve 1.05 M down during the evening hours after 1 month of customer/technical support.

This is after allowing Exede to (the following list does not include modem reboots)
  
1. Optimize my computer.
2. Change the Tria. 
3. Finally got the issue escalated to Tier 2 and then to some anonymous "network guy" who used the  "tier 2 guy" to relay messages and requests from him to me. After 2 hours on the phone the "network guy" decided the modem was toast and a new one was ordered.

Waited 10 days for installation.
Got the new one today

This evening my speeds are 0.5 - 1.0 M down. Technical support disconnected my call once after 15 minutes on hold (I'm sure they're using Exede VOIP)

I was able to speak with them the second time and they basically told me to deal with it.
So here I am - and I suspect many of you are with me.
Paying high dollar for a sub standard service.
And Why?

Exede has over sold the beam in this area (probably other areas as well) and then hide behind the disclaimers in their contract that you need a magnifying glass to read.

Everything Exede puts out there claims high speed. Even at peak hours you should be able to achieve 3 - 5 M down. Bull#$!. 


  


Photo of Gerard Hall

Gerard Hall

  • 35 Posts
  • 1 Reply Like
  • PO'd

Posted 3 years ago

  • 2
Photo of Bev

Bev, Champion

  • 3077 Posts
  • 1292 Reply Likes
Gerard, what beam are you on? Some are really bad for congestion at what should be less congested times. Like mine, it acts like there is a school or five on it. (posted about it in another thread.)
Photo of bill nord

bill nord

  • 50 Posts
  • 23 Reply Likes
Posted this problem last month.  Same this month.  Speeds at 4am(EDT) in the 12-18Mbps range but only 1.5Mbps at 8pm(EDT) shows how overloaded the beam is. 
But when there's no oversight - they can do as they want.
Photo of Gerard Hall

Gerard Hall

  • 35 Posts
  • 1 Reply Like
Not sure what beam. 328 or 320
Photo of Bev

Bev, Champion

  • 3077 Posts
  • 1292 Reply Likes
If you have service direct from Viasat (not through Dish, DTV or anyone else) you can log in to ESVT and it will tell you what beam (area) and will show congestion status for peer subscribers as well. It's got a lot of other info too. Log in at the link below, accept the agreement that will open after logging in, wait for it to load the data. (Use your Exede account log in)

https://myesvt.exede.net/
Photo of Gerard Hall

Gerard Hall

  • 35 Posts
  • 1 Reply Like
Thanks. I wasn't aware of this site. However, it only confirms my suspicions but doesn't correct the problem
Photo of Gerard Hall

Gerard Hall

  • 35 Posts
  • 1 Reply Like
Beam 320
Photo of Bev

Bev, Champion

  • 3077 Posts
  • 1292 Reply Likes
Yeah, my beam is bad for congestion at certain times too. At least ESVT will tell me when NOT to do a larger download and, when the best (green on congestion) time is to run the speed test.

If it's very much slower than advertised on green congestion, then it's time to look at other possible reasons for it.
Photo of Diana

Diana, Viasat Employee

  • 2256 Posts
  • 428 Reply Likes
Hi Gerald,  We are sorry if you are experiencing congestion.  Please send your account and contact information  to exedelistens@viasat.com and we will take a look for you.   Thanks
Photo of Gerard Hall

Gerard Hall

  • 35 Posts
  • 1 Reply Like
You’ve got to be kidding me! 

The last time I went down this rabbit hole with “Exede Listens” it ended up with you telling me to call tech support in the evening when “Exede Listens” has gone home and is no longer listening. As I recall you tested the speed around 11AM EST and determined that everything is fine and wrapped it up with an email to me containing tech services toll free number. I already know that the speed in the morning  is satisfactory. However I need speed in the evening when I’m actually home. I'm not talking about downloading huge data files. I'm talking web pages. 0.5 - 1.5M down doesn't get it.

 You see...... apparently you guys work when the majority of others do. Then you go home when the majority of others do and get on the internet and, since Exede has over loaded their system with more customers than they can handle, cause congestion. It's so bad here that they initially started selling Wild Blue again but have now stopped taking on new customers entirely.

My purpose in these posts see how wide spread this problem is and let others know they're not alone.


 


Photo of Bev

Bev, Champion

  • 3077 Posts
  • 1292 Reply Likes
Unfortunately for you, me and others dealing with severe beam congestion at times, the only cure is a new satellite and, that isn't happening for several more months.

I get that Viasat want's as many subscribers as possible, they are out to make as big a profit as possible from every branch of services they provide, residential included. That's cool, that's good business goals but, I do hope they make a bit more allowance for quality service with the next satellites they launch and not sell the capacity so close to maximum this time because that's really the only way to eliminate or minimize congestion issues for us customers.
Photo of Gerard Hall

Gerard Hall

  • 35 Posts
  • 1 Reply Like
So with that logic it would be ok for a car dealership to sell a car to 3 different people and tell them to share the car. 
I was sold a product with particular specifications. They are not being met. Period.

Just achieved the following from http://testmy.net

Download :: 1.9 Mbps 235 kB/s - This is the fastest result this evening! 

"You might have a problem...Your connection scored only 18% of the Wildblue Communications average (82% 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."

Wow!
$90/month for this?
How many other people has Exede sold my 12M download speed to. 
This is NOT an OCCASIONAL problem with congestion
Photo of Bev

Bev, Champion

  • 3077 Posts
  • 1292 Reply Likes
The key word in the advertising for Exede are are speeds UP TO XXX. Read the agreement, they promise no minimum and only speeds UP TO whatever your plan states.

No it isn't like selling a car to three people, it's like selling every car on the lot and there not being enough room on the roads for all of those cars to drive at their maximum speed at all times. They sold everything they had to sell, that just means too much traffic for everyone to go as fast as they could if they were the only one driving (using the internet) very often.

It's sensible for the dealer to want to sell all they have to sell, that's how a company makes profits and stays in business. Yes with the next satellites launched, I do think Viasat needs to do a better job of balancing profits and the service provided to existing customers but, it's been long enough and, they have enough satellites up now that they should be able to give us more and remain profitable too.
Photo of Gerard Hall

Gerard Hall

  • 35 Posts
  • 1 Reply Like
Wow! This site seems to full of Exede fans. Do the Champions actually work for Exede?

It's very simple.  I understand UP TO XXX. I rarely see my 12M down, It's 7:11  AM EST and I'm getting 5M down. Hardly prime time.
They didn't sell everything they had - they sold more than they had.
It's not rocket science to match available bandwidth to the number of subscribers - Even with over sell to account for the fact that not everyone is on at the same time.

Greed is the answer and their realization that they've got a captive customer base.

My main source of aggravation is Exede's unwillingness to admit they've downgraded their service by creating the congestion problem.
  
Photo of Bev

Bev, Champion

  • 3077 Posts
  • 1292 Reply Likes
No we don't work for Viasat, some of us do however understand that priority ONE for any company that is not a non profit is to make a profit, and the bigger the better. That isn't going to change and, Viasat is no different on that than WalMart, JB Hunt, Dell, Electronic Arts, AT&T, Dish DTV, ANY for profit company.

My partner is a truck driver, he has FEDERALLY MANDATED hours he can drive. Still the small company he works for often asks him to violate those mandated hours of service to get a load to a customer on time because if they don't, they pay fines for being late and, loose a customer - thus loose profits. Why because they promised the customer  that a truck could haul their freight 1000 miles in one day. 825 miles is the maximum possible legal miles for a driver to drive a semi in one day. it would take a team to do more legally but, they gave the load to my partner because they did not have a team available - just over sold him a bit but, he does it because he understands that the company needs those profits to but more trucks and hire more drivers as well as to pay his paycheck.

I tolerate the congestion now because Viasat need profits to get more satellites launched but, with the next one , they've been doing residential long enough that a bit more focus on existing customers and fewer new customers should still be profitable for them to do.
Photo of Brian Shackelford

Brian Shackelford

  • 847 Posts
  • 243 Reply Likes
Gerard - 

I was having many similar issues and an engineer got in and checked things over and problems seemed resolved. Then things came back and I just assumed it was a problem with Exede again, but signed up for Easy Care and requested a service call.  They came out and did a few things including replacing a bad grounding block and re-pointed my dish and everything was working great again... until last week.  

Place another service call.  Tech came out and replaced the modem, part of the process was to point and peak the dish again and now things are running along smoothly again.

Some other things to check - 

Are you sure you are actually on a 12 Mbps Plan?  Exede was also offering a 5 Mbps plan for a while and the Liberty plan will limit it to 5 Mpbs at times  as well when you are over your Priority Data.   Login to my.exede.net and verify that you are on the plan you think you are and that you are not yet over your priority data.

You can run a speedtest from ESVT as  well.  Does it match what testmy.net does?  Also try a different testmy.net server.  The ones on the west coast always seem to yield slower results for me than the ones on the east coast.

Log into your modem at http://192.168.100.1 and click on the Modem - What is your Rx SNR level?  What is your cable resistance?  Click on the Tria icon (bottom of the list of 3 icons on left side of the screen).  At the bottom are all the items listed with green checks next to them?

In the MyEsvt tool does it show any issues with your connection (any of the circles Red or Yellow in ANY of the categories?  Mine for instance prior to the service calls showed Yellow indicators on the Cable and ODU category.  This went away after the service calls were completed.

Get the info together from above and use it to document the issues. 
Photo of Matt F

Matt F, Viasat Official Rep

  • 114 Posts
  • 30 Reply Likes
Hi Gerard, 

Please remember that getting personally unpleasant with other users violates the terms of this forum. I have removed one of your comments and will ask you to keep things civil moving forward. So far, it seems to me that everyone in this thread is just trying to help solve your issues.

If you have questions about the forum policies, or about your personal speeds and data, please contact us at exedelistens@viasat.com.

Thanks,

Exede Matt
(Edited)
Photo of Gerard Hall

Gerard Hall

  • 35 Posts
  • 1 Reply Like
It's your forum so you can delete anything you don't like.
I've been amused by your little fan club but will not be wasting my time with you or it anymore.
Photo of Jim16

Jim16

  • 2269 Posts
  • 1976 Reply Likes
Gerard , Please keep your promise.

"I've been amused by your little fan club but will not be wasting my time with you or it anymore."                                                                           
(Edited)
Photo of Gerard Hall

Gerard Hall

  • 35 Posts
  • 1 Reply Like
I guess Jane16's comments aren't unpleasant enough

"Please remember that getting personally unpleasant with other users violates the terms of this forum." Matt  
Photo of Gerard Hall

Gerard Hall

  • 35 Posts
  • 1 Reply Like
Here's my neighbor's result from last night around 22:30.

After 2 years of good service from Exede I actually recommended the service to him (and a couple of others). He's having serious buyers remorse. He's retired and sees the poor service all day.

You need to understand that these results are morning noon and night. They are not periodic but are persistent and last for hours, I've been able to measure these speeds consistently from 15:00 - to 23:00 hrs daily.

Not only will I never recommend them again I will actively discourage anyone from buying. 

For those waiting for the second satellite to clear this up....what will you do when they over sell that. If you all live with it, like good little drones, it will never stop. Customers need to demand proper service.
I can't do much by myself. They're laughing at us!
  
Photo of Gerard Hall

Gerard Hall

  • 35 Posts
  • 1 Reply Like
Here's mine @ 08:15 today
Exede is really exceeding!
Photo of Gerard Hall

Gerard Hall

  • 35 Posts
  • 1 Reply Like
Exede is still exceeding!

Note the note for the tier one support folks. Anyone heard that before. This result is repeatable all evening. I would love to hear Exede's definition of "intermittently"

Photo of Richard Zimmerman

Richard Zimmerman

  • 2 Posts
  • 0 Reply Likes
Normally I'd say Gerard is being a bit aggressive, but I'd have to agree with his sentiments. Every time I complain about speeds with Exede, I get some sad sob story about how it's not their fault they oversold and how I should simply just wait until new satellites are up. The fact is Exede caused this mess, and I'm frankly not going to give them any leeway. I don't oversell my services, most companies don't either. I get that I'm not GUARANTEED the speeds advertised......but when I log in every day and I can't load twitter 3/4ths of the time, it's just not acceptable.

The good news is I learned all of this before having to pitch this solution as a sure-fire, all-in-one solution to remote internet access. After dealing with Exede, I'd hands-down pay the THOUSANDS extra and have Covad pipe in internet through DSL lines. I've literally told several businesses in the Gilroy area to get ATT/Verizon and use this, while buying exede to use at night and totally sh#$ing on the satellite out of frustration. 

I guess what I'm saying is yeah, I understand you oversold your services and now want me to deal with it. I'll stick with you guys until my contract ends, and while I'm at it, I'll do you a solid and have all my customers download 10-100gb of surveillance footage from their facilities per night to their in-house databases. If you don't want to make the service work for normal users, expect me to find every way to get my moneys worth, or at least cost your business that amount.
(Edited)
Photo of Bev

Bev, Champion

  • 3077 Posts
  • 1292 Reply Likes
Wish I could afford the  tens of thousands running DSL 17 miles would cost. I'd pay it if I could but, like many of us, Exede is really my only option for internet.

I understand the overselling to this point, but now they have been doing residential long enough that it should be profitable to strike a better balance between service to existing customers and, new customer acquisition.

To me it's a bit like paying a non refundable deposit for a newborn or as yet unborn animal. Even if the animal dies before it's weaned, you don't get your money back. Well in our case, congestion means our little critter is in bad shape at certain times, and does better when it's not so busy around the critter (that being our service on our beam.) I don't like the slowdowns either but, calling, complaining and carrying on about it doesn't accomplish anything.

As long as I am seeing advertised or better speeds when congestion is low and, there are no weather issues here or at my gateway, and,all of the equipment here and on Viasat's end, is working properly then, I can't complain. If something is not optimal, I don't expect maximum speed, and if two or three things are off, yeah speeds drop to a crawl but, only for a few hours. If it's below 3mbps DL constantly, not in DAP restriction, not congestion, no weather, no maintenance then, I'd be looking for the reason.

This conversation is no longer open for comments or replies.