IP_ADDRESS,TEST_DATE,TIME_ZONE,DOWNLOAD_MEGABITS,UPLOAD_MEGABITS,LATENCY_MS,SERVER_NAME,DISTANCE_MILES "-----------zzzz"
9/5/2017 4:31 AM","GMT","7.86","1.04","729","Stanton, MI","50" "172.243.117.56"
9/5/2017 4:32 AM","GMT","7.10","0.92","816","Stanton, MI "50" "172.243.117.56"
9/5/2017 4:34 AM","GMT","7.49","1.03","731","Stanton, MI","50" "172.243.117.56"
9/5/2017 4:35 AM","GMT","2.07","0.83","1049","Stanton, MI","50"
- 25 Posts
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Posted 2 years ago
- 25 Posts
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- 87 Posts
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you need to call again and do so until you reach the right person there that knows how to help you.
yes the right one will instruct you on running the same tests at the same site they do.
I have had the same road that had to be run with several calls.
I knew my machines were just fine. I have a couple different machines [computers]
that I tested with to be sure it was not my machines - as each one had the same results.
speedtest.com is a good one to test with [excede instructed me to use this site]
the techs onsite used the same site on their visits here.
keep after them and you will reach a resolution when you find the person that will help you and they will work with the tech department there to be certain your service is as it should be.
sadly there seems to be no one magic number to reach the right person.
just call tech 2 and that should help you.
they can even access your PC [with your permission] to better help them in finding if your machine has problems you might be unaware of.
I granted them access to my PC and the guy found it was fine with no problems there - so they searched on and eventually sent a tech onsite to realign the dish.
that helped, but the real problem was between my dish and their end - - and for now it is working.
it seems you have to call them now and then when the service degrades.
but after many calls, it will be fixed.
Don't give up. :)
- 320 Posts
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Bev, Champion
- 3287 Posts
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If you have slow speeds at all hours, even off peak (about 5 AM until 2 PM) with data remaining for the month, that needs to be investigated. Call when your speed is slow off peak for help with that.
Since the tech did see a faster speed, one of two things is in error. Either the speed test you are using is off a bit or, there is something about your computer or network causing speeds to be slower than they are off the modem alone. That might be your router, your computer, other devices using your LAN.
- 87 Posts
- 20 Reply Likes
sure wish it existed after I bought it.
it was there before I upgraded to the new plan.
then the day after committing to it - the free zone no longer existed.
yup I called and got no where.
normally the internet disconnects about 11 am until 1145 or 12 AM
[give or take 20 minutes on each side] this happened a few times a week before I upgraded. now its dced once in the last 3 months.
a tech also came out and realigned the dish.
It was my hope to get the dish moved closer than the 140+ feet away, but he wouldnt do that as it was optimal in his opinion.
he explained that is the way it is with viasat at this time they are overloaded - and he told me he would be glad to set me up with hughsnet gen5 as it is better.
my reply was that I had seen hughsnet and it has been very poor in our area at homes I did PC tutoring and repairs at.
He assured me that gen5 is better - - -
I replied I will believe it when I can see it.
after many round abouts - he offered no place that I could see it for myself without me buying into it at my home - - -
So I remain with viasat as I know even with the bad stuff it is better than the hughsnet,direct and dishnet that I have seen and used.
their latency is worse and the ppl around here are often disconnected and running slow - even early and late -
so yes excede has its problems and the plan changes as they see fit. [that is in the contract we agree to]
(all outfits both ISP, computer, software have contracts that favor them) and we the consumer are left out as our choice is to pay and pray we get something in return. [wah, whine, rant & complaining gets us nothing except a nice venting to make us feel better] lol
I do look forward to the new sat being operational. :)
perhaps the folks of Englewood CA will jump on the new sat and free us in the far North West that are aimed at their so far away bird?
maybe that will improve our service?
maybe. . .
we can be hopeful as we wait and see how this turns out.
I remain hopeful that they will get that bird in position and they are able to connect ppl to it and everything will be super great!
Go Viasat
Go!
- 317 Posts
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- 87 Posts
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yeah I ran into that too with the original installer that got it wrong.
[according to 3 other techs that came out later to fix those errors the original direct guy did. [sliced wires, poor ground, no connection at all]
sadly I agree about the last guy just wanting some extra cash,
but that should not be presented when you are being paid by one company that is already there.
some things he helped me with. but left me feeling like dirt for being stuck with excede. . . shucks - I will wait as the connection is ok for now.
I am patiently waiting and hoping it will be better in the future.
as for H net? I will continue to avoid that
- 317 Posts
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wm4bama, Champion
- 427 Posts
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Data packets often get dropped from a router and that requires the data to be sent again, which causes slower overall speeds.
An easy way to determine if your dish is properly aligned is to perform your speed tests early in the day, like 7 or 8am M-F, which will have less congestion than most other times, and use a computer that's hardwired to the router or modem...also bypass the router to verify you're not suffering slower speeds because of a minor router problem. Use testmy.net for your download test and select the 12MB file size.
When Exede runs a speed test from their end they do it directly to your modem, bypassing all your local hardware and software, so their tests will always be faster than yours unless the problem is with your dish or modem. If you have access to myesvt.exede.net you can execute their speed test and get the same results that Exede would get if you're calling them and asking for help. (The esvt site is scheduled to end about the 9th of September and replaced by another method)...
- 87 Posts
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the right techs asked me to do this and our results did agree.
the last person testing got varied results, which helped her see there was a problem.
it is nice that they are able to review earlier connection speeds and disconnects. :) she found problems that I was unaware of and they sent a guy out to move the dish.
he just realigned it, but was here a couple hours as he was training another guy on the system.
Diana, Viasat Employee
- 2409 Posts
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Slow speeds can be caused by many things. Your computer, the router, weather, internet traffic, just to name a few.
If your computer is near it's storage capacity, it will run slower. I have an older computer and this is what is happening to me. Clear your cache, cookies and history often on all your devices, and reboot your entire system.
- 87 Posts
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too many ppl just stop learning.
sometimes the machine needs cleaned -
but sppedtests are run online - this has nothing to do with the users computer.
yes I read your post - and yes the machine can be over loaded.
but after my personal tests with various machines - the speedtest online site showed slow results - which has nothing to do with the users machine.
Bev, Champion
- 3287 Posts
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Of course the 1.2 machine loads webpage slower, it loads graphics slower, it struggles with HD streaming compared to my 4.0 gaming rig. Still it runs circles around my old laptop that won't run anything later than Windows 7 - that thing is a glorified word processor now and, good for grandkids to play kiddy games on offline is all.
- 87 Posts
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there are other tests that will bench mark your computer.
yes some machines are slower than others - that is a fact
internet speed test is done on line at a site on line on other servers.
some folks might never understand this fact.
but it [internet speed tests] is just testing the internet connection. true
Bev, Champion
- 3287 Posts
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- 87 Posts
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tired of explaining speed test is between provider and modem/dish.
- 320 Posts
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Stephen Rice, Champion
- 2815 Posts
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VeteranSatUser, Champion
- 5133 Posts
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Ron. I am on the same beam. It is what it is. It isn't our equipment. We are on a VERY congested beam, and by very congested, I am not sure there are any more congested beams than the one we are on. In fact, they quit selling subs on it about 6 months after it was first in service. Now, they have opened it up from time to time, but it never had an Evolution Plan option, certainly would never have a Freedom Plan option, and only recently had the Liberty Plan as an option.
At this point we have to hope Viasat2 will offer us relief, either in offloading some of the subs to it or we will have better options with Viasat2. I can tell you now, whatever it takes and whatever it costs to get me off my current beam and on to the new satellite, I am doing it!
- 320 Posts
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- 320 Posts
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wm4bama, Champion
- 427 Posts
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First, look at Les' statement "speed test test the internet speed - not the computer." This is wrong on several points.
Consider the two types of speed tests used by Exede customers:
First method, and the one most used by customers, consists of a customer initiating a speed test from a web site, like testmy.net (and many other similar sites) from his local computer. These type of tests encompass all the elements of many variables including local computer/router speed, software installed on the computer (mainly a browser, firewall and security software), the fixed amount of time for customer's request to make a round trip through the satellite to/from Exede's server, and the real internet backbone speed to/from the website to the Exede server. All these components add up to provide the customer of his real-world speed. The variable that has many confused is their computer and the software they have installed. Running the same speed test with different browsers will yield different speeds, booting computer into safe mode with internet support and running the same speed test will provide a different result since security software and other similar software are not loaded that adds delay to the computer/browser providing a response that the packet was received OK or needs to be re-transmitted. The longest delay may be caused by the congestion at the time on the customer's beam.
The second speed test (and the one closer to Les's statement) involves Exede initiating the speed test directly from their server...this eliminates all the customer's hardware and software and does not involve the actual internet backbone since Exede does not connect to a remote speed test server...the test is strictly between the Exede server to/from the customer's modem. This type of speed test will yield the fastest results. And, as mentioned above, the customer can also initiate this type of test from eSVT web site, and when initiated all his equipment and software are not involved...and again, the customer's beam congestion may cause the longest delay.
Excuse the lengthy discussion and I hope it makes sense of running speed tests. ☺☺☺
Tim Spake