Is there an outage in Texas?

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Is there some sort of outage? I'm a Freedom 150 Gb customer and the fastest download speed has been 32 kbps. I've logged into the modem and compared my RX Power, SNR and other readings with other Exede customers and mine are good. I have bypassed the router and plugged directly into the modem. The coax connection to the modem was not installed properly by the technician during the install but I have since replaced the connection with a high dollar gold compression connector. I have checked the connection outside and it is fine but still have horrible service. Speedtest.net shows me with my ping times at 661 ms and download speed at 0.44 mbps. Upload at 0.72 mbps. I'm about to be hung by my wife and kids, please help.
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mjdj1999

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  • frustrated

Posted 1 year ago

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Bev, Champion

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Donald, that is about right for ping. Satellite latency averages 500 to 800 MS. However your speeds are very slow. I would suggest you call 855-463-9333 for technical assistance, or send an email with your account and contact information to exedelistens@viasat.com and, ask them to investigate your slow speeds.

There can be many issues that affect speed. Those range form congestion on your beam to problems with your equipment. You may need a service call to isolate the exact problem.
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mjdj1999

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Thank you for replying Bev. I've done my research before posting and have never had a good experience with the 8xx number. Exede and their local contractors were calling me 3-4 times a day telling me that my dish was out of alignment and that a tech would need to come out and align it again at no charge. My speeds at that time were okay. I agreed to them coming out because they were persistent and wouldn't quit calling. They said it would only take about 30 min and would not have to go inside. When he showed up he drove in my yard and slopped it up, got out with no tools and wanted to go to the modem. I explained to him that I was told he would not have to go inside and that I had bad dogs in there because he was coming. He said he still needed in. I am well aware of how call centers are and that they know nothing about the field side because I am an installer for high speed internet myself with nearly 15 years of experience. I did not have any issues until they upgraded my speeds and sent me a new modem. I swore that if I had to ever call their support again, I would go directly to customer care and disconnect. From midnight last night until 8:30 AM this morning, Exede showed that I used 1.1 gigs of data. Every device in the house was off except 1 PC and it had a 25 MB update that capped out at a whopping 32 kbps speed. I spent $100 in extra data this month thinking it would help but didn't. Sorry for the rant. It's just long over due...
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Bev, Champion

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I would send that email, that goes to the corporate office in Denver and, to the moderators here. They will get your service investigated.
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Diana, Viasat Employee

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Hi mjdj,  Thanks for reaching out.  We do not have an outage at this time in Texas. I was able to locate your account.  There is an issue that we need to address. Your antenna   needs alignment and your outdoor equipment needs to be checked as well.  Please call Exede Customer Care to schedule a service call at 855.463.9333.  Thanks
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Grumpyoldman

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If your SNR  etc was good doesn't that kind of indicate that the dish was pointed correctly and the  head was working fine too? Doesn't make sense to me to mess with it because as far as I know a beam is a beam no matter the modem speed. If I'm wrong please let me know why!
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Bev, Champion

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No, my SNR was well within normal ranges for my area but, I was having problems. Turned out that there was a tiny cut in my cable that I hadn't noticed, there was corrosion on the TRIA connections, and, a previous installer had installed a used, slightly warped dish.

Yes it worked and, I often saw great speeds but, there were problems and, correcting those made a huge difference in speeds and, a decent difference in how badly rain fade affects my connection.

When it's right and, the beam isn't super busy, I see speeds well in excess of advertised speeds since my service call and, at worst during peak hours, just a few Mbps below advertised.

Before I saw advertised or slightly above off peak and 8-10 Mbps below advertised at peak times and, though it held decently in storms, I did get rain fade disconnects at 2.5 SNR. Now it doesn't disconnect until below 1.2 SNR in a storm. That might just buy me the connection time I need to power up my generator and, report the power outage one of these days.

All of those things can play into your SNR, resistance and, attenuation and, any one of those being off can reduce the quality of your service. When Viasat sees an alignment issue, that definitely needs attention and, there may be other things causing readings to present like an alignment issues that can only be checked, and corrected on site, by a technician.
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Grumpyoldman

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Bev, I understand what you're saying and because you use your internet for business I can see why you want things better. But he is saying he was ok before the upgrade. He also said he replaced the cable from the dish and I'm pretty sure he cleaned the connectors too. Since they came in and re-pointed the antenna he's got squat. Draw your own conclusions.
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mjdj1999

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The tech came out twice but never did anything because he needed to the modem. He didn't even have tools with him. Everyone keeps saying that my dish is out but when they come out they want to go to the modem and not even bother with the dish.

I did check the connections inside and out. Outside was okay and inside was bad. The connector at the modem was getting so hot that it melted the black insulation on the coax. I have cleaned that up and replaced it with a good connector. It wasn't until after Diana replied that my service started working again. My speed capped out at 1.5 mbps which is where our 12 meg gets to. Prior to this issue I was downloading at 2.1 mbps.

Thank you guys for the positive feedback.
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Steve Frederick, Champion

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In order for the technician to check the dish alignment, he or she will have to have access to your  modem so it can be put in the "setup" mode, which enables them to do a proper alignment, and check the other components.
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Bev, Champion

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Those speeds are very slow. If they say the dish is out of alignment, it probably is. Yes the technician will need to check the modem as well. If you are unwilling to allow that, there is nothing anyone can do to improve your speeds until we know your equipment is all working properly and, your dish is aligned properly.