Exede overselling capacity

  • 1
  • Problem
  • Updated 2 years ago
  • In Progress
  • (Edited)
Thread to only discuss whether Exede is overselling capacity. If you have issues with using your priority data too quickly, please us another thread. Exede will close down threads that become catch all complaint buckets. There is a LOT of information in the forums on what to do to minimize data consumption.

In my case, my priority data limit doesn't seem to matter. I am on Liberty plan. I can get 12mbps on Liberty Pass (non priority data) and less than 0.1 Mbps download when on priority and vice versa. I am not ruling out malware infecting my router tho I have used security precautions. But if that were the case I would expect more routine problems.

What I believe is that Exede has sold to capacity and is still selling. They are hoping to hold on until the next satellite is launched, maybe mid 2017. After that, I suspect they will sell agressively and the honeymoon will be short.

I have asked Exede to respond and hopefully tell me there is a solution I am not aware of. I have not had a response that I can find in my email (inbox or junk folder). I did not get a response to my specific questions from posts on this forum. This of course make my suspicions deepen.

Again I want to stress that if we start complaining about everything here they will shut the thread down. They already have once. I hope that we can get a real response about their selling practices by focusing on that issue or some kind of assurance that I am wrong (with evidence). And I hope to avoid being sold more data as there is plenty of evidence in the forums that will solve nothing.

So Brad, et all, are you at or over capacity on one or more beams, meaning are you unable to routinely deliver 1-5 Mbps to your customers that your policy suggests, after they have consumed their priority data allowances, on all beams?

If you believe that my set up is faulty, feel free to invite me to write you again but be advised that I need to have high confidence there is a problem resulting in the gradual decline we have noted before we allow anyone to touch our dish. Why? Because others have noted problems only after their equipment was 'repaired'. I am in the pan but don't want to be in the fire.

If you believe that my various devices are consuming too much bandwidth, then remember that I have shut down all known devices, secured my wireless, ensured that Windows 10/ other apps are not updating while I am testing and taken other suggested steps. And remember that I do NOT see a correlation to my data cap. I am taking speed test data to try to verify that. I welcome other constructive suggestions.
Photo of Steve Mason

Steve Mason

  • 11 Posts
  • 6 Reply Likes

Posted 2 years ago

  • 1
Photo of Brad

Brad, Viasat Employee

  • 3048 Posts
  • 1069 Reply Likes
Hello Steve

Honestly I'd have to look at your account or have you talk to our Tier 2 support team to look into your speeds. We do have some full beams, we aren't keeping any of that secret and have closed them to new customers and have been working to maintain satisfactory speeds. the 0.1mbps outside of Liberty Pass is a strong indication something is going on. You'll see that on Liberty Pass in Peak hours but not while on priority data. again this will require us to work with you directly or have you talk to our tier 2 team or Exede Experts team to pinpoint the issue (honestly the latter might be more appropriate in your situation). 

As for closing threads (such as the case for one this morning) as a moderator of this forum when a thread strays too far away from the point I close it. The reason is we want this forum to become a self-help resource for issues so if someone was to look up like data issues they will see a thread about that and not one that branches into many other directions. We're fine with stuff like that just have an appropriate thread for it. We also strongly encourage this to be a place for help. If there's problems with the business or something that's account specific, or a distaste for an answer given by us this isn't the place for it (hence why we more often than not ask people to email us...everything to do with helping people and nothing to do with silencing them on here).  If there's any questions about the forum or the guidelines please visit this thread. https://community.exede.com/exede/topics/exede-and-wildblue-forum-policies-update 
Photo of Nikki Gregerson

Nikki Gregerson

  • 6 Posts
  • 5 Reply Likes
I've been with Wildblue since they started and have always exeded my data limit within days.. I've heard all the scripted things they have to say about the issue. They even gave me the script and after I asked them how I could possibly go over my data even though I was gone for over a month and had unplugged everything including my modem. When I explained to them that I couldn't have used all my data within 2 days of a new billing cycle even though I hadn't been home in weeks the guy asked me if my router was password protected. I'm just over the whole thing. I should also mention that in the last 9 days I haven't had email. I really wish I could find another provider because they know that for rural people they are almost the only game in town they can pretty much do what they want and get away with it.
Photo of KP

KP

  • 4 Posts
  • 1 Reply Like

I have the problem of super slow speeds whether I was over my data limit or not.  I changed from liberty 12 to freedom 150 and it got worse. I called 3 times and on the last call got to tier 2 and they told me that it was congestion and even though I was nowhere my 150Gb limit the slow speeds I'm getting (0.20-0.26dl) is all I'm going to get.  Nothing he could. So yes they have over sold there service

Photo of Brad

Brad, Viasat Employee

  • 3048 Posts
  • 1069 Reply Likes
I'd want to look at that KP. That's a very low speed. Unless the router is causing an issue even in our congested areas you shouldn't see that. Now the million dollar question: what time are you seeing this? I know some times like the Late Night Free Zone hours are slow due to all the activity but during the day and afternoons for example that shouldn't be the case. Email me. Exedelistens@viasat.com
Photo of Steve Mason

Steve Mason

  • 11 Posts
  • 6 Reply Likes
Thanks for replying Brad.   I understand why you closed the other thread but I am hopeful others will join this topic discussion, so that is why I am asking others to stay on the topic and not add in every other complaint they may have in this thread. 

I understand that the policy states "The purpose of the Exede forum is to give our current and future customers a place to talk about Exede (and WildBlue, our legacy service). This includes praise, problems, and everything in between"?  Seems like difficult questions would be part of that so please try to help me with mine.

My goal has only to been to get Exede to discuss overselling and how customer expectations for their $80 a month (or whatever) may not be met by Exede, and to get responsiveness to repeated customer concerns about the resulting slow speeds.

I appreciate your statement that some beams are at capacity.  I guess we differ on what customer expectations should be.   Exede believes that 0.01 mbps is acceptable, in this case, outside of the priority data time (yes?).  We find that that speed does not allow basic internet functions anymore.  Not when it takes 20 tries to send an email.  Or a minute or more to open a webpage (even without embedded video, scripts, etc). 

Can I really expect "up to 1-5 mbps" when on Liberty Pass?  Or just 0.01-0.07 mbps??  (What I do get on Liberty Pass varies greatly but my question is about expectations).

Others have just shared that talking to Tier 2 simply confirmed it was congestion.  So I am not sure that will be very helpful path for me to take.   Maybe you will be good enough to discuss the customer expectation question before I spend a lot of time with Tier 2.  If you feel I should be happy with 0.01 mbps download on Liberty Pass, then there's not much point.

Thank you for listening......
Photo of Brad

Brad, Viasat Employee

  • 3048 Posts
  • 1069 Reply Likes
Completely fair! Also thank you for being civil on here! To clarify statements on Liberty pass you're going to see 1-5mbps throughout the daytime, afternoons and early evenings. It will likely differ but should be in that range. During peak and prime-time hours (generally 5pm-12am or so) it will drop below 1mbps as Liberty Pass is given a lower priority on the network. Granted that's when most people DO go online I fully understand the frustration with that aspect but it's how the plan was designed and once we see the perks of doubling our total bandwidth with ViaSat 2 I'm hoping that will be a thing of the past. Most of the time it's easier to diagnose an issue as it's happening hence why I suggest Tier 2 because my coworkers and I are here during business hours so if this is something that's happening at certain times it's more effective to call in while the issue is going on rather than something I'd see like 7am the next morning when the issue may have passed. 

Liberty Pass in peak hours is a lot like the Classic Plan that had a DAP in my opinion. You can purchase some data to get out of pass and be back to priority speeds but otherwise that below 1mbps speed isn't going to be useful but can be expected if you're on Liberty Pass during peak hours.

Where the problem would be if you get this speed during times you should be 1-5mbps. Or if you're getting that on priority data. I think it'll be very hard to disagree that a speed like that is completely unacceptable and I would be able to work with you if you chose to end an agreement with us if this were the case. 
Photo of Chris _v

Chris _v

  • 8 Posts
  • 1 Reply Like
my issue with exede internet is this , after I use my 10 gig plan , i then get switched over to the liberty pass..fine i get it , i went over the data plan .. great , ok .. But here is the Deal !!  my speeds drop to old dial up Phone lines .. i only get speeds like 0.15 0.25 .018 so on and so on ..  That is ridiculous .. If your going to tell me as a paying customer that im going to get 1 to 5 megabits .. then Give it to me ... Be a company that delivers internet like verizon, Fios , Direct Tv , and other providers ... If your going to Cut my bandwidth thats fine I have no problem with it , But Guaranty me 1 MEGABIT... a solid 1 Meg speed .. not 0.18  ...
  provide me with a 1 Meg ..im paying 80.00 a month for internet I cant use ..
   
Photo of Jim16

Jim16

  • 2125 Posts
  • 1855 Reply Likes
"Be a company that delivers internet like verizon".  I had Verizon and when you went over your 6 gigs, you got charged for another gig at $15.  Even if you only went over 1mb before your month was up.  Not charging you when you go over and giving you the option to buy more data when you decide, at one of the cheapest rates I have seen, $10 a gig, I think is pretty darn good.
Photo of Jim16

Jim16

  • 2125 Posts
  • 1855 Reply Likes
The only way Verizon gives you constant speed and data when you go over your limit is if you buy more data, just like Exede does, only Exede doesn't automatically charge you for that extra data.
Photo of Chris _v

Chris _v

  • 8 Posts
  • 1 Reply Like
Many people have 150 gig plans here , and dont get the speeds ecede sells , mabey you should read these forums and customer complaints for the last 5 years..  ..  Have you ?  your verizon debate is null , the issue once again is .. if your going to sell and provide internet .. then make sure your listening to the customers  " US " how we pay every month to keep exede alive , and working , paying lots of money 
(Edited)
Photo of Jim16

Jim16

  • 2125 Posts
  • 1855 Reply Likes
I have the Freedom plan and have always had more than the 12MBS they advertise.
Many people do.  This is another case of thinking EVERYONE is having problems because of the few people with issues on this forum.  Sprint boasts they have the highest customer satisfaction, 97%.  Which means they have 1.7 million unhappy customers.  I wonder what their forums sound like.
Photo of Chris _v

Chris _v

  • 8 Posts
  • 1 Reply Like
well arnt you special JIM !!! i am here to find working solutions , to a Major issue..  not to debate .. so unless Jim you work for exede and your a paid employee looking to solve my 80.00 a month issue .. this conversation is over .
Photo of Tim Young

Tim Young

  • 8 Posts
  • 2 Reply Likes
Sure, I've been super slow for days and under my data limit. I'm "normally" at 15-20 mbps, but for two days have been less than 1.
(Edited)
Photo of Steve Frederick

Steve Frederick, Champion

  • 2743 Posts
  • 1725 Reply Likes
Chris_v, , You really need to take a look at the Liberty Plan data conditions in the legal section the Exede website. Basically it points out that when under the Pass, speeds will be slowed to 1 to 5 Mbps during the daytime hours, 2 a.m. to 5 p.m., and during the evening hours, prime time, due to network loads, speeds may be much slower, and at times the internet will not be usable. This has also been discussed many times in this forum.

I have been on the Liberty Plan for the past year. While under the pass, I see speeds of between 4 and 5 Mbps during the day, but after 6 p.m. they drop considerably, averaging in the 250 kbps to 750 kbps. It all depends on how much other traffic is going through the network in the beam you are on. I try to limit my internet usage to the daytime hours, but that is convenient for me, since I am home during the day. For others, who have only the evening hours to get on the internet, it can be painful with speeds so slow. If you have the need for more than 10 GB during the month, you should consider going to a higher data plan.
Photo of steve

steve

  • 3 Posts
  • 3 Reply Likes
Steve, what I see Chris saying is that he is not getting 1-5 Mbps BEFORE 6 pm. He is getting much less speed He will correct me if I am wrong
Photo of steve

steve

  • 3 Posts
  • 3 Reply Likes
Brad- thanks again for your reply. (this is the original poster, Steve M) I could not respond yesterday because I simply could not load the Exede forum page. I had 0.01 Mbps download speed at 1:47 pm. Couldn't do anything most of the day.

So my point of this thread is to highlight that some (most?)of us are not getting the advertised 1-5 Mbps during the day, leading to a lot of frustration. (For those just viewing this, I have done my research on data consumption and minimized it- as Chris indicated the issue is we don't have useable speed not a data cap problem) The most likely reason is "congestion" which I equate to overselling available capacity.

Again, I may be wrong, and I will continue to look for suggestions that might correct this. Meanwhile I am hopeful Exede will not continue to sell capacity and make matters worse. I am hopeful Exede will provide evidence that they have ways to avoid selling so much that the speed, on some average basis, is useable for most of the day (e.g. 1-5 Mbps). I get that it may be worse after 5 pm ( tho I wish that were better), can we have enough to reliably use the net during the day?

Interestingly, for two days I had decent speed - even got 12.91 Mbps at 9:18 am Oct 24th. Then back to nothing.
Photo of Steve Mason

Steve Mason

  • 11 Posts
  • 6 Reply Likes
Hello again.  Im hoping for a better response from Exede.  I see that the Freedom and other plans are still being promoted in this forum to people who complain of low speed.  I see that Liberty 10, 18, and 30 GB plans are being offered in my zip code.  Meanwhile, on many days I don't get usable internet during the day (e.g. 9 am or 2 pm). 0.1 Mbps is unusable in my opinion.  As I said before, we frequently don't get the advertised speeds of "up to" 1-5 mbps (and, again, my bandwidth sinks are off during the tests - no updating, secure wifi, extra devices turned off).  So where are we with this? Apparently we are being ignored, sorry to say. 

If Exede is continuing to sell into what is by all appearances an overcapacity beam here, there is no confidence they won't keep doing it up until and after Viasat2 is someday launched. I invite Exede to show me I am wrong. 

I also invite others to post their experiences with unusable internet speed during the daytime. Thank you.

This conversation is no longer open for comments or replies.