Internet performance is not as promised.

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  • Updated 3 years ago
My internet works sporadically and when it does work, it's slow. Download (according to http://www.speedtest.net/isp/viasat-exede) is 10.07 Mb/s and upload is 2.11 Mb/s. Someone recently came out  to work on the problem, but problems persist. 
I'm a writer and need internet service for work. 
I may have to actually move due to internet problems. 
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Colleen Browning

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Posted 3 years ago

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Knight Rider

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What do you mean its sporadic? And speeds of 10&2 are normal speeds.. They only advertise 12&3 so you're right there with what they advertise. Can you be more specific as to what's going on?
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Colleen Browning

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Sporadic means it sometimes doesn't work at all. And the speeds I got from speedtest.net are less than what are promised and are not normal. They are far less than normal. I don't mean normal for exede, I mean normal for people with reliable internet service.
(Edited)
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Knight Rider

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I know what the definition is, I meant more specifically in your case is it a spefic time of day it dont work or is it weather related that you loose connection?  Just trying to get more detail to try to help.  Now as far as you saying 10&2 is not normal, then what speeds do you consider normal?  If you are talking about the 37 by 12 number under your speed results, those are not exede numbers, those are the avg speeds buy ALL users that use speedtest.net from all the different ISP out there.  Only way you would see those speeds on exede would be to have full unrestricted access to the full bandwidth capacity of a beam.
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Colleen Browning

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Do you work for exede? Yesterday I had no connection in the early afternoon. The sky was clear. Later in the day I had a connection. A slow connection. Compared to all other users of speedtest 12 & 3 is slow. But that's what I was promised and I accept it. But I don't accept spotty service and 10 & 2. I don't feel I should have to. exede is not inexpensive so why should they not be held to the meager standard that they themselves set ?
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Knight Rider

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No, the only ones here that work for ViaSat are the ones with the green badge or say employee or official rep.  Us "Champions" as they call us are just end users like your self but have a little more exp with Sat internet and are here voluntarily to try to help others.

Now as far as speeds their advertised speeds are 12/3, yes some get better (in less congested areas) and some get slower, but in all honesty 10 and 2 is most people have for speeds and 90% of the users here would say those are good speeds compared to some they have seen.

Sporadic issues I agree are an issue and hopefully Lindsey or Diana can work with you to figure out what is the issue with your service.  It could be something on the exede side or it could be an install issue but wont know until they look in to it for you.
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Old Labs

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The link you've provided appears to be the average performance for all ViaSat users who've run that particular test over some unspecified period of time (I wouldn't be surprised if it includes both Exede and Wildblue users also - Wildblue users experience lower speeds which would skew the ISP wide-results you're seeing - not to mention Exede 5 results).

What are you're results when you actually run the test itself from http://www.speedtest.net/?

Regardless, speeds are going to be sporadic based on current network conditions and the only times you'll see speeds approach those advertised are when doing lengthy, sustained downloads/uploads such as those performed by the speed test sites or actual large file downloads. Normal web surfing is chatty and data occurs in small bursts  by nature - the overhead of inherent latency of satellite coupled with inherent network latency causes small amounts of data to appear slower.

P.S. It does appear these are only Exede results, since there's a separate page for Wildblue at http://www.speedtest.net/isp/wildblue-communications but I'm skeptical.   
(Edited)
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Colleen Browning

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I did run the test from speedtest.net. What are you skeptical about?
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Old Labs

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Only skeptical that Wildblue's average performance for all users would be nearly that of Exede's average performance for all users.

Again you've only provided a link to all users' average not your individual speed test(s). Your individual speed test result would look something like this:

http://www.speedtest.net/my-result/4485154292

That same test for me ran 16/4 earlier today - averaging the two yields 12/3 or pretty close to it without bring up the calculator app - but hardly enough of a sample size to be considered conclusive. But then I'm not a big fan of speed tests other than a general indication of network health at a particular point in time.  

FWIW, ViaSat only advertises speeds as being up to 12/3 (frequently higher) and they will vary depending on current overall network conditions. Comparison to other wire-line based ISPs isn't really valid - they don't incur the 88000 mile round trip that satellite incurs nor are their resources limited to what was put into orbit at launch.    
(Edited)
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Knight Rider

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Ok so looking back at the link you posted Colleen and Labs, that bottom blue line is the avg speeds for users on the 12mb exede service and the green line is the over all avg nation wide. So if you hover your mouse over the line it ranges from like 9.5 to like 11.8 at the highest point. 
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Old Labs

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Aware of that and there's only one certainty: speed gets down, gets funky, gets back up again... now rationalize the WildBlue link, last I checked it was a max 3/1 (or 5/1 if you want to include the Exede augmented beams on that satellite ;)

My only point is I'm skeptical of the ViaSat/Wildblue/Exede averages since they fail to account for the sample size or its characteristics - statistics lie. But if nothing else they should show why satellite internet is considered a last resort when comparing green to blue on either.  
(Edited)
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Jim, Champion

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It is generally agreed that the best test for satellite internet is www.testmy.net. Do the manual test using 12 mb for download and 3 for upload. Most of the other speed tests are not reliable for satellite.
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Colleen Browning

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I'll try test my.net tonight. I used Speedtest.net because that's what I thought exede went by.
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Exede Lindsey

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Hello Colleen, I would be more than happy to review your account to see what exactly may be going on with your speeds. Have you run any speed tests recently? Are you using a router? Please feel free to send your account and contact info to exedelistens@viasat.com so we can get this resolved for you. Thank you. 
(Edited)
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Colleen Browning

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I ran the speed test I referred to last night. I do have a wireless router but my computer is actually connected to it with a cable so it's not relying on the wireless function. I'll forward my info to the address you provided tonight. Thank you for your message.
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Kaotic Technologies

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Folks have a askew view on thd internet. Not every web site is blazing fast...... your internet can only go as fast as the slowest computer in the group of hops..... this is what i am saying.

You go to nfl.com, your getting a better service then, lets say...your general home college site.....

You may be getting 10 mbps down.....but not all sites support that through put.

Im guessing the sites you say are slow are lower level sites kr hugely resource heavy with tons of flash and banners and junk to load.

My 2 cents