Slow speeds

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  • Problem
  • Updated 1 year ago
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  • (Edited)
I have very slow speed like EVERYONE on your service and I would like to know how are you going to fix this problem because I'm about ready to cancel my service with you guys because you're NOT fulfilling the contract.

I'm paying for the Freedom 25MBs download package and I'm lucky to get 1MBs during the times of around 2pm until midnight, around midnight I maybe can get 5 to 10MBs.

HOW ARE YOU GOING TO FIX THIS ISSUE??
Can I point to another satellite and if there is not one I can change to, are you guys going to put up another one because of the congestion you're experiencing?
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Jakster Jammin

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  • VERY UNHAPPY

Posted 1 year ago

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Jakster Jammin

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Any response to how Exede is going to fix the slow speeds MANY of your customers are experiencing?  Are you going to give us a monthly discount while we are experiencing VERY SLOW speeds??? I'm not even getting 1MBs when I should be around 25MBs!
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Deku, Champion

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umnmmm just so ya know that they say the ESTIMATE of the speeds will be 25mbps. also its NOT 25 megabytes per second ITS 25 megabits per second. so above all else its 25mbps... also all speeds may vary through out the day. BUT!!! at peak hours from 5pm to 2am is very busy cause everyone is home and going onto youtube facebook ect ect ect. also could be your beam is congested also. BUT!!! i to experince this also during peak hours BUT!!! mine are like 4 to 6 mbps. BUT!!! during the day time i can get ALMOST close to 12mbps download :3 also 5mbps for upload :3 so yeah also you might want to check to see if your devices are connected to the network. if so then id recommend shutting them off the wifi when not in use. also not only that make sure you HAVE a wifi password. also i just have my own wireless router and the exede modem. i decided to buy the router sepratley since i didnt want to go with the boost one. BUT!!! imma just doing fine :3 ALSO they recommend you use the internet durning the early mornings OR late morning OR early afternoons. like before peak hours. remember peak hours are from 5pm to 2am. :3
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Jakster Jammin

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Well again if you're only getting ALMOST 12mbps (Quote; "during the day time i can get ALMOST close to 12mbps download") you're not getting what you should be getting....

I have a 25 Freedom package...
Again you may want to have your dish realigned..

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Jakster Jammin

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I work from 7am until 4pm and home at 5pm, when I eat then get online.
BUT how is that my fault that they sold me a 25mbps a second and I only get under 1mbps when I want to use what they sold me!

IS IT MY FAULT THEIR SYSTEM IS OVERLOADED????????

BUT if you're only getting "ALMOST close to 12mbps download> you may want to realign your dish correctly, because I had 2 tech's out, the second one said the first one didn't align the dish right, after he left I put the modem in install mode and the LMB was just beeping..

He was close BUT no cigar!
I re-aligned the dish until I got a solid tone (as it should have been), locked it down, still a solid tone all the way until I clicked the finish button to exit the install mode....

During non-peak times I'm getting over 25mbps.
BUT I'll bet if I check in the morning when I get up at 5am, it'll be close to 30mbps...
I'll post a screen shot if I do get close to 30mbps download...



BUT AGAIN, HOW'S IT MY FAULT THERE SYSTEM IS OVERLOADED WHEN I WANT TO USE WHAT I PAID FOR.....?????.......??????......??????.......??????


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Jakster Jammin

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@ Tirzy Rice,
BUT again, as I said, IF you're getting (I quote) "ALMOST close to 12mbps download" yoou may want check your dish alignment...

BUT this below is even during a rain storm BUT wait for a clear day and we'll see what the download is when it's clear out..

:-)~

:-)~
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Jakster Jammin

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@exede I SILL would like to know if you have ANY plans how to fix your overloaded system during peak usage hours! Anything??

Maybe as the more and more people get upset and dump your company because they're not happy it'll get better. Is that you plans to fix the Issue??

ANYTHING in the works????
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Diana, Viasat Employee

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Hi James,  I know your speed issue is frustrating. Speeds will vary based on the time of day and your geographic location, and maybe extremely slow when the network is busy, typically in the evening hours, about 3:00 p.m.- 2:00 a.m. local time, which may greatly impair your abilityto use the internet. We are always working on ways to improve our internet. 
Please send an email to exedelistens@viasat.com with your account information and we will take a look.
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Jakster Jammin

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Diana, I've called MANY times, I've had several service calls, they even this past month offered me a one time discount on my bill.

But that was not my question.
Can either you or someone from your company answer my two questions.

1.) Is there ANYTHING your company is planning to address this issue?
2.) If not will your company offer me a "monthly discount" until this issue is fixed?

I get up at 5am, to work by 7am, and not home until 5pm, so by 10pm I'm tired! I use the internet between 6pm and around 10pm and so it's like I'm paying $100 a month for speeds slower than 56K!

Do you or who ever answers this question think that's fair to me as a new customer?
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Deku, Champion

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exede treats ALL customers the same. there is NO special treament for ANYONE and yes that DOES include new customers... so just remember... exede HAS TO TREAT EVERYONE the same... NOT just the new customers... -.-