Slow internet speeds

  • 2
  • Problem
  • Updated 8 months ago
  • Acknowledged
  • (Edited)
Refund for slow speeds.
How much would it cost to buy out  my contract?
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Becky Czimskey Wilson

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  • frustrated and sad

Posted 8 months ago

  • 2
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Bev, Champion

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Becky, you can call Customer Care at 855-463-9333 and, they can give you that information. However there are many reasons for slow speeds, most of them can be fixed so, before you decide to cancel your service, email your account and contact information to exedelistens@viasat.com and, ask them to investigate your slow speeds. They may be able to fix it for you.
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xode0000, Champion

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I routinely get as fast as 2.2 Mbytes a second when I have my internet connection wide open, such as when I am downloading a very large file.  If I can get that kind of speed, there is no reason why you shouldn't be able to.  If I were to hazard a wild guess as to why your speeds are slow, I would guess that your dish is not pointed correctly, a problem easily fixed.
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Brian, Champion

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And I think I should get a discount anytime the card readers are down at the grocery store.

After all, I have expectations!
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mike barber

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Yes Brian, sarcasm. Thank you for explaining that.

 xode0000..... very presumptuous of you to interpret Becky's motives and then to chastise her for expressing her opinion. Your interpretation is just that and is your opinion which does not give you the right to be rude or degrading. The "original poster" has the option to report her problem if she wants to. She also has the option to express her feelings here without being harassed because certain people disagree with her approach. If you are truly concerned, then provide some productive feedback to the "original poster" in a good faith effort to help. I assume that's why you are here.

If you are not part of the solution, then you are part of the problem.
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Brian, Champion

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<snip>
If you are truly concerned, then provide some productive feedback to the "original poster" in a good faith effort to help.
</snip>

Thank you Mike. Your response is substantially productive feedback and undoubtedly the original poster now has a much clearer path forward.  

<snip>
If you are not part of the solution, then you are part of the problem.
</snip>

And yes, sarcasm. But it's not funny if it has to be explained. 
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xode0000, Champion

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xode0000..... very presumptuous of you to interpret Becky's motives and then to chastise her for expressing her opinion.
I'm not chastising her, I'm chastising you.

If you are truly concerned, then provide some productive feedback to the "original poster" in a good faith effort to help. I assume that's why you are here.
I did.  It's the first posting I made in this thread.
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mike barber

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the original poster is taking the attitude towards Exede of "you're used up, now I want to throw you away and take from you what I can in the process," an attitude that is both unfair and dishonest.  Did I miss something? This appears to be directed at Becky.
 Having said that, I have broad shoulders and can handle being chastised. I will take it as an opportunity to reflect and improve.
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xode0000, Champion

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Having said that, I have broad shoulders and can handle being chastised. I will take it as an opportunity to reflect and improve.
Then, perhaps you can encourage the original poster to work on finding and getting her problem fixed.
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Jeff Northway

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20170929:  
I called tech support yesterday at 4:45am about slow speed—see below (I do have two years of history saved). Here is the conversation:
  • They had me do the normal power everything down, unplug, etc., which I had already done.
  • Their speed test showed I was getting 35 Mbps download. (Note: When she said her test results was 35Mbps, I asked how can that be? This is another conversation, but do not let that be the final in a tech support conversation. )
  • I told them I would hard wire direct into the modem to bypass my Airport Extreme that I was currently hard-wired through—I had WIFI turned off.
  • I was getting the same speed as shown below.
  • The customer service rep then ran some more test on the modem.
  • She then asked to put me on hold
  • She came back and told me the problem is that the satellite is contested because it is peek time (understood, but to this degree? Look below.), but also that the new satellite was recently launched  https://www.viasat.com/news/viasat-2-successfully-launched  and should be online in a couple of weeks, and that service will be back up to speed. (Fine, I understand growth pains)
  • So I asked for a credit and she did, $25, which is more than a day's subscription.
  • They very kindly gave it. Thank you.
20170930:
I go up this morning and ran a Speed Test. The speed was slower (see below), so I called Exude to see if I could get credit for today:
  • Support said I had to go through all the hoops I jumped through yesterday
  • I asked if she would just read the notes instead since nothing has changed on my side.
  • She said it does not work like that.
  • I told her my wife asleep and would not wake here up since the modem is in the next room.
  • I mentioned the new satellite and what the support person told me yesterday about it being congested, and also that it is known news that ViaSat1 is congested. 
  • She said she cannot give me credit without running the test, and that she does not watch the news. (I would think Exceed would train their people a little better. Do they not have a company newsletter?)
  • So, I will call back at 9:30 and jump through the hoops. I might be doing this scenario daily until the satellite comes on line. We'll see.
I did put in a request to give a little concession to Exceed customers, at least at this span of time before the satellite goes live:

I asked that once a preliminary hoop jumping tech support call is made and tests are run,  a customer could then simply call tech support or email their Speed Test results and receive credit without the half hour tech call plus hold time.

For Exceed to run the tier one tests is reasonable, but once that is done on a known issue, give us customers a break. That is Customer Service. 

When the satellite is turned on and functioning, go back business as usual.

(Edited)
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Bev, Champion

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Mike, you can go to 192.168.100.1 to see your modem stats. just type that IP address into the address bar of your browser - even if the modem is offline, so long as it's powered on and, your device is connected to it, that will show you the stats of the modem.
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xode0000, Champion

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@ Jeff Northway:

Exede Matt B gave you an excellent troubleshooting guide.  The only thing I would like to add is: periodically check the cable resistance reading and see if it changes over time.
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xode0000, Champion

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@ Jeff Northway:

Exede Matt B gave you an excellent troubleshooting guide.  The only thing I would like to add is: periodically check the cable resistance reading and see if it changes over time.
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xode0000, Champion

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Great response. I have gone to the http://192.168.100.1 but don't understand much of what is there. Is there an explanation of what the various measurements mean or at least something that explains what to do if they are out of "normal range"?
The main ones are SNR and "Cable resistance."  SNR is signal to noise ratio and is a measure of how much stronger the data signal coming from the satellite is than the ever present background noise.  Ideally, you want as close to 10 as possible under optimal conditions.  The less it is under optimal conditions, the less margin you have before your service goes out when conditions are not optimal such as rain in your area.  Cable resistance is the electrical resistance of the cable between your modem and the tria (the box on your dish).  It should always be more than 1.0 ohm, no greater than 3.0 ohm, and should not change with time.
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xode0000, Champion

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Great response. I have gone to the http://192.168.100.1 but don't understand much of what is there. Is there an explanation of what the various measurements mean or at least something that explains what to do if they are out of "normal range"?
The main ones are SNR and "Cable resistance."  SNR is signal to noise ratio and is a measure of how much stronger the data signal coming from the satellite is than the ever present background noise.  Ideally, you want as close to 10 as possible under optimal conditions.  The less it is under optimal conditions, the less margin you have before your service goes out when conditions are not optimal such as rain in your area.  Cable resistance is the electrical resistance of the cable between your modem and the tria (the box on your dish).  It should always be more than 1.0 ohm, no greater than 3.0 ohm, and should not change with time.
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VeteranSatUser, Champion

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Reading some of these posts it is laughable to think if one person can get 2.2Mbps then anybody should. Many factors can impact performance , from the installation, the time of day, the beam you are on, etc. Often during primetime I can drop to 0.5Mbps or less. But I know I am on one of the most congested beams Exede has.


My advice to the OP is to contact customer service and have them analyze your modem stats, run speed tests, and look at everything. There might be a problem, there might not. If you are still not happy with the performance, then cancel your account.
(Edited)
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xode0000, Champion

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Reading some of these posts it is laughable to think if one person can get 2.2Mbps then anybody should.
Why shouldn't they be able to?  Every Exede customer uses the same satellite, is assigned to a gateway that has to no doubt meet a minimum standard, and leases basically the same equipment for use at their location.  Further, Exede does limit how many customers it will put on a beam in order to mitigate the congestion.  That being said, I don't get 2.2 Mbytes a second all of the time.  My speed fluctuates as well and has at times dropped below 300 Kbytes a second.  But, it doesn't stay there very long.  As I stated, it fluctuates and routinely and regularly hits 2.2 Mbytes a second.