Slow speeds

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  • Problem
  • Updated 5 years ago
  • Acknowledged
  • (Edited)
Archived and Closed

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According to sales and Excede website I should be getting 14Mbs+ but I'm getting *far less*. The price for only 10Mbps and the actual speed make for a bad service.
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Moejj O'Raisin

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  • disappointed I signed up, now I'm stuck for 2 years

Posted 5 years ago

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Moejj O'Raisin

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Steve Frederick-VS1/Beam314, Champion

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Have you tried your speed test using http://testmy.net/  This is a much more accurate test site. Select the 12 MB test size for best results.

The ping time of 700 or so milliseconds is normal for satellite internet, the signal must travel to and from the satellite which is located 22,500 miles from earth. It is simply physics, and can't be changed.

Also, have you looked at the modem status page?  http://192.168.100.1/?page=modemStatus

The important ones are the Rx SNR should be at least 5, and the Cable Resistance less than 5 ohms
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Moejj O'Raisin

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If it's more accurate, then I'm get even LESS than than my quoted speed:

starstarstarstarstar   down arrow Download :: 2.5 Mbps 314 kB/s
gradientgradient  Your Speed :: 2.5 Mbps
gradientgradient 80% slower than your Host average 12.5 Mbps
gradientgradient 83% slower than your City average 14.8 Mbps
gradientgradient 86% slower than the US average 18 Mbps
gradientgradientTMN 68% slower than the Index 7.9 Mbps

X
You might have a problem...

Yeah, I have a problem alright -  I'm using exede.  Yes I've looked at the "modem" address already.  The Rx SNR is 9.2 dB, and the cable resistance is 3 ohms.  I wasn't expecting anything fantastic for the ping time, as the signal has to travel much further via satellite, however I WAS expecting a better speed rating.  I'm paying for 12Mbps, getting 2 - 3.5, I should be paying for that level of service instead..
(Edited)
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Steve Frederick-VS1/Beam314, Champion

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Moejj, with those results for speed tests using both websites, you do have a problem. Your modem stats do look very good, so there is a problem with the hardware, and you should send an email to the moderators at exedelistens@viasat.com explaining what you have posted here. They will be able to direct your situation to the technical department. They can look at much more information about your modem and tria from their end with diagnostic software. You certainly should be getting much more speed than you are, and the problem may also be the reason your data being consumed at a high rate. The Exede moderators are very helpful, unlike the CSD people you call on the phone.
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ExedeKarmin

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Moejj,

All speeds are up to.  Exede12:  12 Mbps downstream / 3 Mbps upstream.

I will be more than happy to view your account details and check the status of your modem.  If I detect a problem, I'll get you over to our Technical Department for further troubleshooting.  Please send me an email to exedelistens@viasat.com with your account and contact information.  
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Moejj O'Raisin

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I know what package of service I am paying for, thank you for the reminder.

Are you implying that 2.5 - 3 Mpbs d/l with 512Kbps u/l  is standard  or to be expected?  Really?  Allow me to not so humbly point out what the rate of expectation is.

Here's taken from Exede:

What is normal speed?>Exede–12 Mbps, Evolution and Business
·      Excluding the evening hours, you should see 12 Mbps per second download on at least one speed test.
·      During the evening hours, you should see 8-10 Mbps down/2 Mbps up or better on at least one speed test
·      Speed tests results showing less than 10 Mbps down/2 Mbps up outside of the evening hours is considered out of normal range. Less than 8 Mbps per second during evening hours is also considered out of the normal range. 
·      Less than 1 Mbps down indicates you may have exceeded your data allowance, if there are no other problems found with your service. 
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LorrieL, Champion

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Moejj, thanks for posting this...I had been looking for specific info indicating what range of speeds are considered normal at different times and hadn't seen this before.
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Starring Matter

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Moejj, what Karmin was referring to, in your initial post you said 14mbs, not 12mbs, presumably a type-o, but she was just correcting that, no need to be sarcastic.

There are countless issues, including, but not limited to, exede (or any ISP) that can result in slow speeds.  The only way to truly determine what is your cause is to call their technical support, if it's an issue with their equipment, they will address it, if it's not, you complaining here about issues with your own equipment is neither helpful nor productive.
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Moejj O'Raisin

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I'll break it down for you. This is a discussion board. I am a paying customer. I am not getting what I am paying a premium price for. I will sound off. If there are sooo many issues with this technology which are soo commonplace as you make it seem to appear, the customer needs to be made aware of this prior to being locked into a 2 year contract under a false pretense of adequate performance. If I agreed to pay 65 a month to be forced to use public wireless, which, if you misunderstand - I did NOT- I would have nothing to be upset about. If you don't like my complaint, you are welcome to cover my 65 dollar monthly bill, otherwise move along, and do not reply to my posts with worthless banter which does not assist anyone faced with paying for a broken product/service.
(Edited)
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LorrieL, Champion

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Sure sound off, but that doesn't have to include being rude to people.  You can get your point across better by calling attention to the PROBLEM, not to the rude way in which you choose to communicate.  Honestly, Moejj, sarcasm and putdowns don't help anything and just call attention to you in a negative way.
Yes, you definitely have a problem that needs to be fixed.  We got that.  I might be annoyed, but that is as far as it would go with me and then I'd focus all my energy on getting it fixed.
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Moejj O'Raisin

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I wasn't being rude. Misnterpretation does not equate reality.
(Edited)
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Starring Matter

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You are absolutely correct, this is a discussion board, and by definition, discussion is two (or more way).  Just as you are free to rant and pout as you see fit, others, like myself, are free to add our two cents, in a more balanced way.  I  was simply pointing out that you (and many many people) are very fast to blame exede for every issue, when it may very well be an issue or issues that have absolutely nothing to do with exede.  By simply placing blame, and refusing to look at other possibilities, you are only hurting yourself, as well as the others who come here, looking for ACTUAL solutions to their issues, solutions that are more than just finger pointing.  Feel free to continue to insult me, if that makes you feel better.
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Moejj O'Raisin

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Of course I am correct. Which is why I am posting on this board.

There is no insult from my end, strictly stating fact. I have had other ISPs, never had ANY issues accessing a simple webpage and / or login.

I do now.


With other ISPs I have always received 80 to 120% of rated speed.


I now enjoy below 25% of advertised rated speed.


To imply this is not an exede issue is ridiculous foolishness on your part. If you do not have any technical data or knowledge to demonstrate or troubleshoot where in the chain the issue lies, which is within the exede service , you need to keep you personal opinion to yourself.


If you feel insulted by any of this, as stated previously, do not respond to my posts concerning my lack of product. You are not part of the equation. I did not include you, you took it upon yourself to join in on this thread. There are plenty of other discussion boards on the internet you can troll without fear or worry of *mistakenly* believing that you are being insulted. I'm paying for this, my demand for receiving what I am paying for matters, as well as posting proof of the problem WITH the service is highly relevant to the issue.


Who or what are you to to say to any paying customer their service problem does not matter or deserve to be posted in the company discussion board problem area, or more ridiculously insinuate it's not a service problem - really? You need to rethink your hobbies. As of yet, your "contributions" have amounted to nothing more than a waste of time, with zero substance or contribution to the resolution of the matter at hand.


Empty opinions, snarky remarks (which I've seen you post to other paying customers) and empty banter offer nothing, beyond adding to the total number of your posts so you can see your profile on the website.


Attempt to contribute something constructive , or stop wasting everyone's time with empty comments. Find some other forum to troll, specifically somewhere people are not upset over wasting their hard earned money. Maybe your posts may have some level of value, and you won't falsely feel insulted.


Cheers.


M.
(Edited)
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Moejj O'Raisin

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X4, lastly with forum post in subject line. Check your spam folder.
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Exede Kimberly

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We do not have a spam folder with the system we work cases through..
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Moejj O'Raisin

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I've sent it AGAIN for the 5th time.  Seems as if this email option is pointless / fruitless.
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weaver SMITH

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Moejj, it looks as though your Cable Attenuation is WAY to high....how far away from your modem is your tria and dish? After 100 to 150 or so feet your speeds will start to degrade due to how the signal travels along the cable. If you are under 100 feet, I would begin to wonder if there is not a break in the Center conductor of your cable some where....This could cause the HIGH attenuation numbers your modem is displaying....causing your speeds to be low...Just a thought.
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Exede Kimberly

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Thanks for that input weaver! Any ideas or suggestions are always appreciated. Thanks again.

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