If you have very slow speeds in the Evening - It is probably Congestion

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  • Updated 3 years ago
  • Not a Problem
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First off, let me be clear - THIS IS NOT A COMPLAINT!  This post is to simply document the situation and encourage others having similar problems to actually call customer care and let them know if you are experience slow speeds.

It would seem in the VA area (I believe that this is Beam 329) many folks have been experiencing slow speeds in the evenings.  This, for me has now been ongoing for a week and up until now has not been overly noticeable as mostly I just do light web browsing and do not need a whole lot of bandwidth.

Tonight was different.  From about 8:30 PM to 10:53 PM (the time I am writing this post) pages were not loading, pings were dropping, and all was not working well in the world of 1's and 0's traversing the internet.  I did go ahead and call customer care and let them know just so it is documented since I believe that they need to know if there may be an issue.

Went through the steps of power cycling and plugging directly to the Viasaat modem from a single system.  During the course of the call download speeds improved on the speedtest from the 1.86 Mbps I was getting earlier (that is when I could get the page to actually load) to somewhere between 2.19 Mbps - 2.8ish Mpbs download and from .56 Mbps to 1.04 Mbps upload.

My guess is that we just had too much traffic for a couple of hours on our particular beam and performance suffered.  If you are experiencing the same problems, please do take the time to call customer care, not to yell and be angry, but just so they know what is going on.  If only a couple of people complain, then it can be written off as isolated incidents.  If enough people call to document it, then the company can confirm there may be an issue and determine how to move forward.

I realize this technology has its limitations and I do not have a problem with that.  I am not even that worried about the speed not being what it used to be.  I am more concerned that there may be another underlying issue that is not being addressed simply because not enough people are taking the time to constructively inform Exede of the issues they are experiencing. 

Just to be clear this post is not to encourage unconstructive rants and angry comments, but to simply inform others that might be having the same problem of what I have seen happening.

Exede customer service team - thank you for your efforts to continue to address user's concerns and for assisting us within the best of your abilities.  Perhaps you too can take a look and perhaps Exede can even provide some details on the performance that the company would be willing to share with those in the affected service areas. 

I will say the customer care representative I spoke with tonight was very professional and did ensure me he would forward the ticket internally to a group that monitors the service levels.  I hope this post helps some others by answering questions and perhaps even helps Exede by allowing others to document their issues as well.

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Brian Shackelford

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Posted 3 years ago

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Dontazz2003

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Thank you yes I am in VA and have the same problem, and if more call in the better it would be. I never yell at the customer care folks as they are just call centers not really sitting at exede.
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JEP

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Ditto.

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Brian Shackelford

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I am hoping it is just the cloud cover from the winter storm, but here is this morning's results.  Last storm we received I did not see this slowdown.

On top of the speed shown below from testmy.net, speedtest would not even run and showed me having a 10ms ping time.  I am guessing this may have to do with the accelnet servers?  Perhaps many of the issues we are all having are related to the caching on Exede's network?  Just conjecture, hoping folks join here and perhaps assist Exede in finding and fixing the issues.


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HMC1940

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When I was on Wildblue at first it was really good. But then speed kept gettting slower and slower. I had got Wildblue through DirectV. Anyway it was that the beam I was on had to much congestion. So went to Exede through Exede and so far good. But as things get more and more so people have to have internet connection people like me who live where you don't have any choice but dial-up UGH!! or satellite are going with satellite.So on some beams getting over crowded. Just a thought.
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Brian Shackelford

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I am nearly positive it is congestion, but really am hoping it is not.  If it is then the formulae used to balance number of customers per beam may need to be re-evaluated.  I know that they were showing the Evolution plan available for our area and then dropped it - I missed out on it by only a day or so.  I know of new customers that signed up for the service while it was offered.  It may be these "unlimited browsing" users are putting a strain on the system.

It is also possible that there is something else going on (hoping, hoping, hoping) that simply needs to be looked at and corrected.  My goal with the thread is to document a problem in the hopes of Exede finding the solution.

Crossing fingers, toes, and anything else that I may...
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Timothy James

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It's really slow in NC too. 
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Brian Shackelford

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It is probably worth reading the following document as well, not that it gives a lot of insight, but it is a start.  I would like to know a bit more about what equipment and software they are using to do deep packet inspection, yesterday when I was dropping and unable to do things I was trying to arrange a phone replacement via asurion.  I don't believe their page was very heavy graphics wise.  Anway maybe an interesting read to some, maybe not to others.

http://www.exede.com/documents/master/network-management-policy.pdf
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Sfordt

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Hey Brian been going on here for a month or better. I love in rial east Texas, don't know what beam I am on, would like to find out. How did you find out?
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Steve Frederick, Champion

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Sfordt, here is a link to the beam map. http://www.northlc.com/_images/beam_priority_map.png
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Bobbie Blackman

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Brian??
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Sfordt

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Thanks Steve Fredrick!
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Brian Shackelford

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Even worse tonight at 7:55 PM. For viewing pleasure latest results here.  Just documenting the issue for posterity.

Speedtest.net

testmy.net

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Brian Shackelford

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Just called Customer Care again and the wonderful service person I spoke with reset my service plan, which based on what I could garner resyncs all the pieces of my account and ensures everything is properly configured to deliver the plan I am on at the speed I am supposed to be configured for.

Afterwards we still had low speeds.  She did confirm the beam I am on and did say that it is a pretty busy gateway we are on.  Another thing she mentioned is that the problem could be at the gateway end and not on my end.  She is escalating the call to their Networking folks to let them know as well.

Still crossing fingers - this time with my eyes closed wishing...........


(Edited)
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Brian Shackelford

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Well Holy Internet Speed Batman - this morning's test yielded some very interesting results show below.  Note the ping time on the speedtest.net test.  I really believe the accelnet servers must be doing something with flash since that is what the speedtest.net relies on.

The testmy.net result is about as fast as I think I have ever seen.  Hopefully they have found and fixed a problem or completed some work or the weather has finally cleared to correct whatever was occurring.  We will have to do some checking tonight to see.  Only downside is burning data each day to run these tests to track it.  Today it burned a 100 MB just between these tests. Small price if it helps get the problem resolved!

Speedtest.net result:

Testmy.net result:

Hopefully others see this same improvement this morning!

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Bobbie Blackman

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Sfordt

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With that ping I think the satellite may be burning up in the lower atmosphere........
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Bobbie Blackman

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Is yours slow right now Sfordt?  mine is dl 18.
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Danielbo

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I know why I am so slow right now I am slow mode. But why can I not get onto Amazon, does it take that much data for it to load in? Seems like all the other websites is working fine. I would think Ebay would take more to load in, but its doing fine. 
Then I  was checking my usage to see if I was in slow mode. I saw exede email and thought I have never checked it, so I thought I would. Every time I go to put my information in it flips to something on U-Tube. I think it going to a help screen, I kill it before it goes there. But to check my email, it wont let me. Its crazy, I click on it and off we go to utube.
Plus my own email will not send email out. I have been in slow mode before and never had any issues like this. I tried it with Chrome and explorer, and the same on both.
(Edited)
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Timothy James

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The speeds are slow again. They were fine this morning, but they've slowed down again. 
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Brian Shackelford

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Same here. Some pages not loading completely and slow speeds tonight. Lets hope they can find a way to straighten it out.
(Edited)
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Timothy James

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I'm running at around 3 megabits per second now. Early today I was running at 19, which was great. But, it's hard to download stuff during the late night free zone, I download like 12 gigabytes of stuff every week. It gets annoying when I can't because of such slow speeds at night. 
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Brian Shackelford

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It is 2:21 AM and now getting around 5 Mbps.  So it would appear that it is still the evening slow down that was causing problems earlier.  My worst times are from arund 6:00 PM to 2:00 AM.  Before and after that I normally see regular or even faster speeds. 

Maybe a whole bunch of people around here have plans that all renew around this time so they are using up the last of their data allotment while they can :)

I am giving it until the first of the month before I call customer care again.  Just keep calling in to let them know so that they at least are aware of each individual's situation.

(Edited)
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Bobbie Blackman

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This was taken @ 2;30 am  It happens at all times of the day, there is no consistency so I don't feel  it is congestion more like weather.
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bourgm

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It isn't just happening in your area..  I am in east texas (B339)..  I don't even get 1 meg download in the evening hours this last two weeks.  Right now I am over 10 meg..  but by this afternoon I will be shut down again.  When you call in they say they are "red" or 98% congested.  They say they can't send the calls up because of the congestion..  I have been on wildblue then exede for a long time and this is getting BAD...  Hate to say it, but the Hughes Net might be better at this point..
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Bobbie Blackman

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I had hughesnet ITS HORRIBLE!  I'm in east texas to and this at it's worst is better than hughesnet at it's best.
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mferner

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It's saturday night and 8:53PM EST and my download speed is 1.09 MBPS and upload is 0.24 MBPS Its been like this for awhile in the evening time!
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Brian Shackelford

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m -

I would advise calling Customer Care and just make sure they are aware.  You can reference this thread if you like.  I just call and let them know I am calling because my speed slows each night to nearly unusable speeds so they can document the problem.  As I said before, if people don't call they may not know.

Hopefully a fix is in the works for these issues.
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mferner

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Im on the phone now
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Brian Shackelford

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Just tested mine again and got 4.6 Mbps down on one test and 12.05 Mpbs down on another.  That's pretty good for me.  Will keep checking over the next few days and see if they stay up.
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mferner

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I just tested again and it's 1MBPS download speed! Im on hold waiting to talk to someone
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mferner

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Well they couldnt do anything to help me, They said my modem was fine and all that stuff! they said it's probably congested and if it keeps being slow over the next few days to call them back!
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Brian Shackelford

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That is the same I have been told.  As I said, I am not sure if there is anything to be done about it or not, but at least we can keep ensuring they know it is still a problem.
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Nicholas Wilson

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I'm on the west coast in far northern California. At 7:15PM local time I got the following results from Ookla Speed Test:  Ping 715, Download 18.45, Upload 4.81. I'm well within my data cap and not on data restriction. I'm on the Evolution 10 plan.
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mferner

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Thats about my speed during late morning and early afternoon! Then my speeds go down!

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