Facebook page slow and pics won't load

  • 3
  • Problem
  • Updated 3 years ago
I'm a new Exede customer (6 days ago). I have noticed that my Facebook page doesn't want to load, pics won't open, etc. I have isolated this to the Exede service. I have tried multiple devices and browsers on more than 1 Facebook account with same result. I can use the same devices and browsers with a different internet provider and Facebook works fine. I saw where others have had a similar problem so I was hoping someone could share a solution. Thanks
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Susan Jones Mott

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  • frustrated

Posted 3 years ago

  • 3
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Diana, Viasat Employee

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Hi Susan, I am sorry to hear you have having issues logging into Facebook. We always suggest you clear cache and cookies on all your browsers and reboot your devices. Have you done those troubleshooting steps? Also try to type the Facebook address in the browser. If these steps don't help please call our customer service line at 855-463-9333 or send an email to exedelistens@viasat.com.

Here is a link from Facebook to help you clear cache and cookies  https://www.facebook.com/help/1416643995215690

How to Reboot Your Modem, Computer, and Router   (It is important to follow the steps as outlined)
1) Power-down the computer connected to your modem. 
2) Power-down the router (unplug it).

3) Power-down the modem (unplug it).

4) If you have an Ethernet cable connecting your computer to the
modem, disconnect it.

5) Make sure the Ethernet cable from the router is plugged into
the back of the modem

   *Note: Wireless routers do
not require a cable connection to the computers they support.

6) Plug in the modem.

7) Wait until all LED lights on the modem are solid

8) Power-up the router.

9) Power up your computer
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Susan Rose

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We have done all of those things and still having the same issues as this person listed! And it's not just us. We have a community forum and ALL of the Excede customers (MANY HUNDREDS OF THEM) are experiencing the same thing. Every night at 5:30 until sometimes 11:00 we ARE NOT ABLE to load ANY Facebook images or Instagram images. This is unacceptable. I've called and have received no answers. This IS AN EXCEDE ISSUE and must be fixed! We pay too much money for a service that isn't given to us. Seriously, it's like throwing money away when the only site we want to use is limited EVERY SINGLE NIGHT!
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Kaotic Technologies

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I agree
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Luc

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Hi, I'm a Exede customer and a computer programmer. In Google Chrome, try right-clicking (anywhere on in Facebook) and choose the "Inspect" or "Inspect Element" option. A window will pop-up from the bottom of the screen. At the top of that newly opened window, there is a tab bar. Switch to the "Console" tab. Please take a screenshot or tell me what you see there. Particularly, look for any RED errors.

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Susan Rose

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There were no messages at all.  No...the pictures load during the day.  They shut down right about 6p.m.
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Luc

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Ok, so what you're saying is that around 6pm Facebook starts acting slow and sometimes pictures won't load/open? Does this happen to other websites or only Facebook.com?
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Luc

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(I have an idea of what the problem might be, but I'm not 100% sure yet.)
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Susan Rose

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It only happens to Facebook and Instagram.  All other sites have no problems at all.
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Susan Rose

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And it's my understanding that Facebook and Instagram are owned by the same company now.  This only happens at home while on the Excede connection.  If we go up town during the hours that the images won't load at home, it works perfectly fine up town while on our data plan.  I wonder if Facebook has changed something in the background that isn't talking right with the Exede during these high peak times. I hope you can figure it out because I'm beyond frustrated that this happens every evening.
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Diana, Viasat Employee

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Hi Susan,  Please send your account and contact information to exedelistens@viasat.com.  i would like to troubleshoot this issue with you. Thank you so much.