Archived and Closed
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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.