Extremly disappointed in service

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  • Updated 10 months ago
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I've only been a customer for a few months, but man, this is bad, really really bad.  My service on my original plan was only giving me 2MB download on a good day.  I spoke with a customer rep and decided to upgrade to an unlimited Silver 25MB plan. I work from home some times and was hitting that data cap in a couple days.  Self installed the hardware last night and my download speeds are .6M The only thing I upgraded was the amount of money I am paying Exede.  Cant be the weather since we had clear skies last night.  Spent a bit of time in a chat today trying to get my email address corrected (rep didn't do it) and trying to figure out why I took a speed hit.  My signal is right around 4 and the rep says that everything is fine and that I need to reboot my modem till the speed goes up.  Well, I did that at least 4 times last night with no results  At this point $300 to cancel out of my contract is looking like a bargain.  Sadly where I live, I only have Hughesnet and Century Link as options.  I will call their technical support group when I get home tonight, but at this point I have 0% confidence in getting anything better than dialup speeds from Exede. 
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jjkroch

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Posted 10 months ago

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Mike Moffat

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I'm also contemplating the cancel penalty as my best option.  My 'primetime' speed is just above functional, and I hit my datacap in about 5-7 days.  I asked for an hourly report of data use, but they flat refuse to give me one, even though the modem reports every 15 minutes.  They've given me a daily report, stating that on weekends I will use 1.25 - 2.4 Gb/day.  Strangely, when I tethered my cell phone out to my same devices the next weekend, my data use was about .8GB/day.

I think exede has their proverbial thumb on the scale, and keeps me from getting the data to be able to prove it.
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James

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remember if yall are not getting the service yall were promised then yall do not owe them anything, they depend on people like yalls $300. they will not give you information that can be used aginst them that is why they will not give us breakdowns (because they cant) and yes my data is used up agin with 23 days left  till rese and that is with no streaming and the video data extender turned to on (which obvesly does not help)
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Bev, Champion

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jjkroch, .6 MBps is 4.8Mbps and, for peak hours or, if you were streaming video at the time on the Silver plan, that isn't bad on some of the more congested beams.

If however you mean .6Mbps then there may be an issue that could be resolved. Send an email to exedelistens@viasat.com with your account and contact information and, ask them to investigate the cause of your slow speeds.
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James

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do yall realize how much data that overhead useage takes when all other equipment is unplugged and the Ethernet cable removed?
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Bev, Champion

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Yes James, none unless the modem needs a firmware update, then, even if it is inadvertently counted in our total for the month, it would be under 100 MB. Or if wifi devices are connected and, use data, then no Ethernet cable but, we can still use data.

No Ethernet and Wifi disabled, no usage, it's that simple.
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Jim16

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Now, now Bev.  Did you forget?  James is privy to a top secret FBI operation that involves a little old lady and an unplugged.... well, let me refresh everyone's memory on what James posted a little while ago....

"I know an elderly lady rite now that has plenty of proof. her modem has been unplugged for 6months and when it is checked from the dashboard every month the data is still being used. more people have solid proof than you might think. and her installer is also helping her prove this and the modem is in custodey of the local fbi so that there is no way it can be being used at her residence .and yes they check her dashboard also and see her data has been gone every month even while they had the modem at the local office."

Now, why wouldn't everyone believe what James tells us, right?
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Bev, Champion

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Oh, I didn't forget. I figure if we tell him the truth often enough, he might start to believe it and, maybe just maybe tell us what is connected by means other than an Ethernet cable. :P
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jjkroch

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There is a . before that 6 so the download speed is 600Kbps  We do not stream video and this was prior to connecting any devices to the new wifi modem provided.  This was doing a speed test with one laptop hardwired to the back of the device using the Ethernet cable provided by Exede.  I was told by support that Exede does not support phones or tablets connecting via WIFI to their network and that any speed tests need to be done by a physical device hardwired in.  I guess now I will find out that they do not support laptops running Windows 10 and using IE as a browser.   If there is no issue and my throughput is .6, then I'll pay the penalty and go to Century Link or a mobile hot spot.  I have never gotten any download speeds greater than 2.5Mbps regardless of the modem
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James

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why would you pay for something that does not work as advertised? they depend on people like you lol
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VeteranSatUser, Champion

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If you can get Century Link, what made you decide on satellite internet in the first place.
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David Rust

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My Centurylink started at $39.95 a month after two years ot went to $128.  Not worth it, but I found out Exede is not worth .10 cents a month either.
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jjkroch

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For Century Link in my area, they would only guarantee speed up to 1.5Mbs and due to the length of my drive (1500') I would have to pay to have the service run up to my house and terminated. The cost of this was quoted out at 5,000.00 for materials and labor.  I could trench in my own cable, however any issues with service would have then been because of my cable and my work.  Not wanting to pay this for extremely slow speeds, I went with satellite.
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Diana, Viasat Employee

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Hi jjkroch,  Please,please call Customer Care at 855.463.9333.  We should be able to improve your speeds. There are many factory to consider and we will need to troubleshoot with you to determine what is causing the slow speed. It should definitely be over .6Kpbs. 

You can also send and email to exedelistens@viasat.com with your account and contact information.
(Edited)
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Lisa Wood

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Tried that and they told me that night time internet will mess up thats not right i pay 150 a month for unlimited and don't get it. My name is judy champion just incase exede wants to plz fix my internet . Maybe the service people can come fix it maybe move my dish some where else where i can get internet.
(Edited)
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VeteranSatUser, Champion

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What is your location Lisa?  You could very well be on a beam that is more congested than others.  Exede's performance can vary widely, and location is a big factor in that.  Check with other people that may have Exede in your neighborhood.  Are they seeing similar speeds?

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Matt B, Viasat Employee

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Lisa/Judy,

Send us an email, and we'll take a look and see what can be done!

ExedeListens@viasat.com

Please be sure to include your account info, or a phone number attached to the account.
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jjkroch

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Thank you for the response.  I will get with them this evening after work.  I was unable to do so last night due to another obligation
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Dave Powell

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I also am very disappointed in speeds and reliability.  Evenings are when we use Netflix or Amazon Video.  I thought my previous ADSL Centurylink performance was not good and unreliable (only 2.6 MB available where I live).  But my experience with Exede is frequent pauses, trouble connecting, etc. I went to Exede because of comments I heard from wireless carriers to not get from HughesNet.
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Dave Powell

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I forgot to mention that I am on the unlimited plan and expected to get close to 25 MB download, but am only getting 6-12 MB during the day and worse in the evening.
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VeteranSatUser, Champion

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Well the speeds are "up to" 25Mbps. That is going to more of the exception than the norm.

Honestly, if of had good, reliable service with your cable internet, even if it was a tad slow, i am not sure how happy you are going to be with satellite internet. And you are correct, Hughesnet wouldn't be any better at all.
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jjkroch

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I spent a couple hours on the phone with support last Friday.  Exede was able to see speeds average around 19Mbs down and 5Mbs up, however my speeds continued to be in the 100Kbs down and 130Kbs up.  Additional problems were devices would not talk across the integrated ports or via wireless.  The long and short of it is that they believe I received a defective modem and have a tech coming out Tuesday to replace the device.  The people I worked with at their support were all top notch.  Great personality and very helpful.  Hopefully Tuesday's visit fixes things
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jjkroch

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Support came out today and worked on my system.  They realigned the dish and replaced the modem.  Speeds are now 19.6Mbps. Much better than 130Kbps.  I also found an issue with the new device wifi where the signal drastically decreases when you get over 8' away from it.  30' away, I am down to 1Mbps.  Resolved by taking my TP-Link router and setting it up to bridge via hardwire to the Exede device.  The system is very usable now.
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CP

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I have spoken to customer service several times and was told the advertised data speeds mean nothing, its only "up to" speeds.  I do not think they have any intention of getting near the advertised speed (maybe once the new satellite is on line all will be well!).  I upgraded from 12-25 Mbps and get no additional speed.  The only thing I got was less video resolution for $30 more per month (I previously has the 150GB plan at 12Mbps). Oh, by the way...the customer support person said the problem regarding resolution was with my 65 inch TV-the DVD quality claim is only up to 44 inch TVs.  Doesn't really imply your resolution will be fairly poor with large TVs in their "DVD quality" claim.

I also was on the phone today with a supervisor who said I could change my video resolution by toggling off my "video data extender".  Only problem is that is no longer available on the new plans as far as I can find.  I could be wrong but I think the supervisors in customer support don't even know what the new plan is all about.  Really disappointed with the change so far.

Overall since my switch my max down is about 12.8 and it frequently goes down to 0.8, up is usually fine at 4-5.  Seems similar to others.
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VeteranSatUser, Champion

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You can only turn the extender off on non-unlimited plans. Unfortunately you gave up your Freedom and now you can't get it back. Liberty 50 going to be the best data plan you can get where you can turn off the extender.