Slow speeds

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  • Question
  • Updated 3 years ago
  • (Edited)
I am a new customer and needed higher speed than 1.6 Mbps that Frontier is giving me. I might as well opt out if Exede is the same.
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Carl Lass

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Posted 3 years ago

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Old Labs

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It will depend upon a number of factors: the beam you're on, number of subscribers on your beam, peak periods, etc.

For example, right now I'm showing 18.8 download speed on my beam. Later today after 5:00 PM it will drop substantially until around 2:00 AM and steadily rise after that.

If in doubt and steady, it may be an equipment related problem.
  
(Edited)
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Steve Frederick, Champion

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Carl, my suggestion to find out the typical speeds Exede will provide you is to talk to a local dealer and see if he or she can give you an idea what speed their customers are getting. As Labs said, it will vary in different areas depending on how many users are on the beam that provides Exede internet to your area. In central New York, I typically get around 18 Mbps, although during the afternoon and evenings it sometimes slows to the 8 to 10 Mbps. Slowest times are usually during the Thanksgiving and Christmas holidays as the kids are home from school and many other folks are not at work.
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JEP

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Like Steve & Labs said, it depends on the beam you are in and the current loading which tends to vary with the time of day.  I typically get 12-15 Mbps, but during the evening prime time this can drop to 5 Mbps or so.  Curious why you "need" greater than 1.6 Mbps.  Remember the data caps that come with Exede.  You can't do high speeds for extended periods of time without chewing up a lot of data.  Also, remember the satellite transit delay.  Not very good for twitch type games.
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Thomas Black

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Mine are no where near that, I am lucky to see 2 Mbps on most days. Videos buffer constantly.
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JEP

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Thomas - While Exede doesn't guarantee certain speeds, it sure sounds like you have an equipment or configuration problem.  Have your tried getting someone at ExedeListens to look at your system?
(Edited)
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Kurt Menking

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I've been with exede for about 2 months now.  True that during the day I get 12 and sometimes 16.  I'm on the Liberty 12.  But come 5 - 10 pm I drop to 5.5 - 7.5.  Still better than what I had but not what I was told I was buying.  I understand that they have scheduled to get a new satellite in orbit next August and speeds should get better.  Some type of discount should be extended until then.
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Old Labs

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Kurt,

Your speeds are pretty much the new normal as utilization on a beam by beam basis increases. ViaSat has always advertised its Exede speeds as up to 12 mbps down and 3 mbps up. Sometimes we hear what we want to hear and sometimes sales people stretch the truth (either intentionally or unintentionally). Although Viasat should probably put sales people through a refresher course starting with having them actually read the customer agreement before making oral promises based on the number of "I was told complaints" to be found. The same holds for all of the other legal documents that can be found at:

http://www.exede.com/legal/

Similarly, customers should review them both before and after the sale since they're subject to changes.      

Viasat 2 has already been delayed to a non-specific late 2016 date due to the SpaceX launch failure back in June - SpaceX hasn't even resumed flights yet at last check although is expected to do so in a few weeks. The demo flight of the Falcon Heavy, which will be later used to launch ViaSat 2 is tentatively (and rumored) to be May 2016. Keep an eye on that actually happening to gauge when ViaSat 2 will be actually launched. At the same time, there is a delay after launching in placing any satellite into service - getting it there is one thing, using it once there is another. At the same time, ViaSat has made no firm commitments regarding any plan changes other than things will get better (despite any rumors heard).

All others experiencing lower than the "new normal" speeds should do a number of things:


  • First and foremost determine whether you're in data restriction by checking your account page(s) and then understand the policies in place for your plan should you be restricted.
  • Secondly, bypass your router (if you have one) and connect directly to your modem before running your speed test (testmy.net is popular here and ensure you use a minimum 12 MB download size - but beware you're using your data obviously). This will help determine if your router is the culprit and knowing the brand an model # may yield some specific advice to tweak the router if speeds are acceptable with the router out of the picture.
  • Finally, send an email to exedelistens@viasat.com and include your contact and account information (do not post here), explain your issue and they have the capability to remotely determine whether it's an equipment related problem requiring a service call or provide a better explanation.

Discounts? Fahgettaaboutit - maybe a data usage credit if found to be an equipment problem . They need to pay for ViaSat-2 somehow and ViaSat-3 is already in the talking stage.

        
(Edited)