Unhappy with evening speeds

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  • Problem
  • Updated 3 years ago
  • (Edited)
I have 9 months and 18 days until I can cancel my Exede account and I can't wait!! I pay $140 a month for 25 gb of internet service that is almost non-existent during the evenings when most people are home. I've had a technician come out and re-adjust the dish, check the modem, I've gone through the steps of unplugging, etc. with customer service. The problem is they are advertising "up to 12mbps" it's not a guarantee which is the way they get around it. I have done speed tests nightly and I'm lucky if I get 5 during the evenings. Forget about trying to stream any shows! There is so much buffering it just eats my data. This is FALSE ADVERTISING. We should all get together and do a class action suit like they did with Windstream!! STAY AWAY FROM EXEDE is what I tell everyone.
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Joanne Chaluisan Luchkowec

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  • Fed Up!!!!

Posted 3 years ago

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HMC1940

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You may have congestion on the beam your on. If that is the case not much can be done.
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Joanne Chaluisan Luchkowec

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I'm sure that's the case but then Exede should give me a large price break as they are unable to provide to me the service they are advertising. This company has absolutely no customer service!! They should view accounts on a case by case basis when they receive monthly phone calls from the same customer who is frustrated beyond belief. 
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Knight Rider

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They will not give a price break because they have done nothing wrong.  Their speeds are UP TO 12 down and 3 up.  Now you do have the option of sending exedelistens@viasat.com an email with your account number and contact information and they will be have to research it and call you back and work with you to see if they can fix the issue.  When I first signed up my speeds were slower then slow and I called to the tech line multiple times and they didnt have a good answer for me.  So I came here and posted my issue and Beau called me back next day and was able to work with me and get my speeds fixed.  So I know Lindsey, Brad, and Diana would by happy to help and get you fixed.
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Joanne Chaluisan Luchkowec

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The fact that my speeds during the day can reach up to 20 but barely 5 in the evenings shows me there is nothing wrong with the equipment. I have called the tech line at least once every month for help. The way they are getting around "not doing anything wrong" is by advertising "up to" speeds. The problem is I never get their "up to" speeds when I'm home at night. 

I have not emailed them just made calls to the tech line. Perhaps something can be done to satisfy me for the next 9 months I am stuck with them. Thank you.
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Knight Rider

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If you get speeds of 20Mbps down during the day but 5 during prime-time that says to me that you are on a congested gateway server.  If you email them they might be able to look at it in the evenings and possibly get you switched and help that problem.
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Steve Frederick-VS1/Beam314, Champion

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No internet provider will guarantee speeds, because it is always a matter of how many users are using the service at any given time. Those on the more congested beams will have slower speeds during prime time when so many people are using their internet.