Unhappy with service

  • 1
  • Problem
  • Updated 8 months ago
  • Acknowledged
  • (Edited)
I’ve had Exede for three weeks and I will be canceling the service.
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Sheryl Deanna

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  • Ripped off

Posted 8 months ago

  • 1
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Stephen Rice, Champion

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Why?
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Sheryl Deanna

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Because we’re not getting any use out of it. We only watch Netflix and that’s after we’re home from work which is around 7pm. It takes three hours to watch a movie that’s only an hour and twenty five minutes long. It’s just constant buffering every five to ten seconds. There’s a difference between the speed slowing down or being reduced and just practically stopping. The cost far outweighes the quality of the service. No offense
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Tim Spake

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I wish you all the best in cancelling. They will try to make you buy out the contract.
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VeteranSatUser, Champion

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No offense taken.  What general location are you living at?  What plan are you on?  It would be helpful to understand more why you are having so many issues.
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Sheryl Deanna

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I live in AL and I’m on the unlimited plan. That was the largest plan offered so I went with it thinking it was the best choice.
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VeteranSatUser, Champion

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A way to tell how congested the beam you are on.  Did you have an option for the Gold plan?  If it was Silver for $150, then you have a more congested beam.

It is not very scientific, but the Viasat plans and pricing for your area basically reveal the type of experience you may have with internet performance.

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Tim Spake

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Are you saying if I move up to a Gold plan from Silver that my speeds will increase? Is this even with congestion on my beam?
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Old Labs

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No, he's suggesting the presence of Gold plans  being offered implies a less congested beam. Buying a higher speed plan doesn't gurantee higher speed, only that it's capable of higher speed - and of course "up to" ;)
(Edited)
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Tim Spake

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That's what I thought. I also noticed my usage has shot up when I went to unlimited silver but we don't do anything different in our daily use. Seems fishy to me, kind of like the fox in charge of the hen house
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VeteranSatUser, Champion

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Old Labs is correct. Gold won't necessarily give you more speeds, but it is only offered on less congested beams.

If you are on a beam the offers Gold and you are not happy with your internet performance, regardless of the plan you are on, not much more you can do other than check and see if something off on your installation.
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Stephen Rice, Champion

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What video quality setting do you have your Netflix account setup for?

Also, which unlimited plan do you have and how much are you paying for it?

There are three different unlimited plans. Knowing what plan you have and how much you are paying for it will give us an idea kf you are on a congested beam or not.

The gold plan isn't even available on the congested beams.
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Sheryl Deanna

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I pay $126 for the plan. I can’t afford to buy extra
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Stephen Rice, Champion

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Which plan are you on?
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Sheryl Deanna

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I am on the gold unlimited plan. They said I have 150 of high speed gb then it slows down. The thing is , the 150 gb seems to vanish in les than a week and we’re only watching Netflix plus we’re gone most of the day. It doesn’t just slow down, it practically stops. I know you guys are frustrated with all the complaints but please understand that this is too much money to just give away every month. The only thing that seems logical at this point is to cancel the service.
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Stephen Rice, Champion

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What video quality is your netflix account setup for?
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Bradley

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Math doesn’t add up. At 720 resolution you would have to watch about 150hrs of Netflix in a week.

Edited. First I figured for 480p.
(Edited)
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Stephen Rice, Champion

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It makes sense to me. A full house with kids watching HD Netflix on multiple TV's will use lots of data. Add a couple of computers with windows 10 doing updates and its even worse.

Best solution would be to turn off Windows 10 updates, turn off HD for Netflix and get rid of the kids.
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Bradley

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720 isn’t HD.
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VeteranSatUser, Champion

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That's true. But it is certainly better than the Standard Definition most people are getting.
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Tony Hurt

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720 is too Hd. I think you need to read up on that
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Bradley

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Over a decade ago maybe.
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VeteranSatUser, Champion

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As Bradley correctly states, it was a standard popular around 2006.

720 is like the "go between". Sort of in the middle. While it might be sold as HD, and I do find it acceptable, true HD is 1080.

If you read up on video resolution standards, that is what you will find.
(Edited)
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Grumpyoldman

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480/720/1080P ONLY specifies the lines/frame. If you have crap data on each line, you have crap video. So what actually defines "definition" is bit rate of the video frame AND the lines/frame. Std tv, (analog), lines/frame was 525 and it seems to me
somewhere in the 2-3 mhz video + audio combined although I'm not quite sure about the video + audio bandwidth.
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Stephen Rice, Champion

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Okay, does 720 use more data than a lower definition of video?
(Edited)
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Bradley

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True this. Netflix has a max of 4 screens. 5 hrs a day with four concurrent streams (which would take around 10Mbps steady or more), is around 140GB.

If they stream that much a week, they should have known 150GB wouldn’t work.