Slow speeds

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So I do a reboot at home and it doesn't help. When I am tired of the battle I call and the tech runs a test and low and behold she has speed of 18....I run more speed test while she is on the line and I get 7 point something. So she tells me it is my computer.....omg! Maybe it is your old worn out equipment??? A Disappointed Customer!

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"
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Patty Vaughan

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Posted 2 years ago

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Patty Vaughan

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Also this was not because I was out of gb's and it was also during my free time when I ran these test. Nothing is ever solved with Exede...it's just a constant battle leaving me wondering if my internet will work as it should or not. PS: I don't care how many people are using your service!! I don't care that it is a popular time of day/night/morning causing lag! That is your problem and you should fix your problems. Now the tech says I need to call Tier Two .... Oh boy! I can't wait to do that :( :( :( 
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Tim Spake

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Same thing I have struggled with for 2 years now. Nothing will get done, period. You are getting "up to" and they will hide behind that while counting your money.
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les

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I feel your struggle [been there and done that] so keep strong.
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. :)
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Ron Frank

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Ive done my own research and finally understand the over crowding issue.  I have spoken many times about Exedes "handling" of it all.  It is not Exedes fault the new satellite has been delayed ... FOR 3 YEARS!  But as the consumer it is certainly NOT OURS!  We are paying for a service, a QUALITY of service that we are NOT receiving. and through it all Exede has done nothing but side step the issue and keep us in the dark, and certainly not offered any sort of apology, or discount for the sub standard service.  Ive been with them long enough to know it was good once.  I cant wait for the new satellite to finally go online in a few months, but the fact remains that I am concerned whether they will FINALLY make some heroic gesture of good faith to those of us who have stuck it out through these horrible times, or simply blow us off.  I went through exactly what you are going through 2 years ago.  Multiple calls per week to tech support, repair techs coming to my home one or more times a month because the "problem" was obviously "on my end".   Speeds that rarely are above "restricted", MANY times during peak hours we are below 1Mbps.  Rarely do we see over 4 or 5.  So we just dropped to the lowest plan and if we spend half the month restricted who cares, our speeds barely change.  We are simply "waiting it out"
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Bev, Champion

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Speeds during the free zone are often slow due to congestion. many people use download schedulers to download large files during the free zone.

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.
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les

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oh the "free zone"
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!
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Ron Frank

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I was LUCKY to be with Exede long enough to have the free zone and keep it during all this.  I would literally DIE without it!   We had Hughes and they SUCKED!  That is why we stay with Viasat.  Ive been told Gen 5 is "fast" but still has ridiculous data caps.  Your "tech" on the other hand .... sounds like he is just out for the $$$$$  He wants that commission off a Hughesnet sale, plus installation from them PLUS additional charges from you for digging that 140 trench to bury the wire and set another pole.  I have fallen into that "trap" a few times before.  Move into a house with dishes already mounted and get told it is "against policy" to use existing mounts, or to mount to a house etc.  When I bought this place it literally looked like NASA with dishes mounted everywhere on the house.  One "installer" said I cant mount where there is already a dish and wanted to set a pole in the middle of my yard.  I pulled the "dish" off the mount on the house myself and said PUT THE NEW DISH THERE!  But I cant mount to a house because it may damage siding etc  I said its already damaged MOUNT IT THERE!  He FINALLY did as I requested.
(Edited)
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les

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congratz to your incentive on the simple task of removing that dish.
 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
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Ron Frank

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I have been with Exede a while.  We still had about a year left under contract with Hnet when we got it so I not only have experience with both, but we ran both side by  side for almost a year.  The difference was like night and day!  Exede was lightning fast, and we never went over our data, the Hnet was almost daily since they count data daily.  You did not get your data restored daily, it comes back "gradually" and if you were online during this time it did not "restore" because you were using it as it was being allotted.  I guess Gen 5 is more on par regarding the speed issue we experienced, but the data caps are still there and Exedes reliability was MUCH better.  Even during foul weather the Hnet always went out first and was out longer.  There were even times we never lost Exede at all, but the Hnet went out.  As I said there was a time we were VERY, VERY happy with Exede, we even signed up for Exede voice when it became available, then things went downhill.  I would be happy to get our former "quality of service" back with the new satellite, but as many have stated so much has changed in the past 3 years.  Smart phones, smart TVs, Blu Ray players, appliances, gaming consoles its not the same "internet" it was 5 years ago, or even 6 months ago for that matter, and it will be interesting to see how the new satellite handles the new trend of "cutting the cord" and relying on internet access to handle everything, not just email and Facebook.
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wm4bama, Champion

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Speed tests can be deceptive...first, if you're running a speed test using your local router wifi signal you will more than likely get slower speeds, especially if your computer is near the edge of a quality signal from your router...I can run a speed test with my laptop, which is upstairs from the modem and my router and get 7-8Mbs and go immediately downstairs to the basement and run the same test from my desktop wired directly to the router and get 16-20Mbs.

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)...
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les

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 agree it is best to test your speeds with 1 machine wired to the modem.
 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.
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Diana, Viasat Employee

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Patty,  

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.

 
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les

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why oh why do ppl blame the computer every time?
that is placing the blame on the user and taking the easy way out.
 as I read the original post - it is about the Internet speed, which has nothing to do with the computer used to view it.

 yes all you mentioned will make the computer run slow, but the internet speed tests are done on the Internet at their sites.
 So are their computer servers bad too?

 the internet provider has computers on their side that might need fixing -
yes let us send the blame back where it belongs. :)
their machines are too full. perhaps they need some work?
it would be ok for them to admit they are working on this.
this would be a very good thing.
even their machines [servers] might be great?
then there are many problems that can be up there between them and the satellite and between us and the satellite.
 maybe weather we can not see? maybe too many users online?
there is only so much the systems can carry.
 maybe they are doing everything they know how to do and the simple thing is there are too many users for the system they have in place!?! [prolly so and it is perfectly ok to admit that and not put blame on the users] perhaps this is a reason they stop adding new users in areas? [a good idea for sure. it took a couple years before I was added] we all look forward to the new sat "bird" to be operational and that will free up some bandwidth for us all. :)

yes we the users are having slow and spotty internet connection speeds at this time. it is evidenced in folks around here that I talk with. it is evidenced also on forums like this.
there are other Internet review sites too that show multiple concerns from users.
and sadly there are too many ppl calling their machines a potato.
those my friends are just lazy ppl that are ignorant that place blame on the machine and tell you to go buy a new one.
 my "opinion" is if you have an I 5 or better machine? it should be ok.
but needs some maintenance [clear cache, delete (after backup to disc) of pictures,video and files you might actually want to save]
back up on disc those things you want as on disc they will not be lost nor degrade as they will on your machine. then clean up your machine and you will be happier. the machine will run faster and be happy too :)
 Learn how to do this yourself, do not ever trust ppl online to do it for you.
 I help friends on their machines (in person only) and tutor them on how to keep it clean and running smoothly. it works as they stop calling for machine repairs, they just call to chat. :)
I consider this a job well done.
you can not trust everyone to help you in this. So find the information on how to do this yourself. this will help you and your tech and your machine. :)

 I can not speak for all users, But my machines are maintained and even the tech from exede accessed my machine and gave it green lights and was surprised it was as I stated. [many folks do not know about clearing cache and that is great advice] but this only slows your machine not the internet tests done on other sites.
 I have tested this on both old and new machines and the test results on testmyspeed were similar on each machine - other speed test sites showed similar results on each of my machines. Proving the computer is a monitor and just viewing the Internet.
 it is true that not all machines are equal. a good machine will monitor and run faster, but still have no different results on reviewing speed test sites.
 when the speed test sites show your connection is good.
then it is the machine that needs cleaned up as it is slow.
oh boy so many files and so many pictures,video so much clutter in the cache [that should be deleted about 90 days for average users]
i clear my cache every 30 to 60 days and run the scans more often.
which helps everyone that does the same. [it can not hurt to toss your cookies] (clear the cache) as that really slows your machine. :)
but the internet is another matter as it is our connection to the World Wide Web.

 So yes clean up your machine and check your connections.
reboot your PC, reboot your modem and this will help the user.
 It is good for the ISP to do the same on their side as that will help their speedtests to improve.

 sadly there are too many on the support line that will take a page from the company book and place the slow speedtest and disconnects on the users machine. [sometimes it is the problem]
 but as I stated before - speedtests are don on the web and that is the proof from that site. sadly not all test sites are good, So check your speed on the few suggested sites (google is not a recommended test site]  
 if the reputable test sites show your internet is good?
that indicates it is your machine or router is slowing it down for you.
 and cable directly to your viasat modem for testing and to get the accurate results - wifi testing is going to be slower use that cable for the accurate results. yes your cable is very important as that is being wired into your modem, leaving less to speculation.

 then if the web tests are good?
begin checking your machine for it is running slow. [the molasses syndrom - that you can and must fix yourself] You can do it! :)
(Edited)
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Andy Schack

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I stopped reading this tripe as soon as I got to "it is about the Internet speed, which has nothing to do with the computer used to view it."

Anyone and I mean ANYONE who knows anything about computers knows that the processor and installed programs can make all the difference in the world in how fast web pages load and respond. I have pure lost COUNT of the times I've taken my laptop into a customer's house and show them that the page they are having issues with loads just fine on my computer.
Had a lady the other day who was complaining about how slow her internet was. I drove out and my laptop worked just fine. She was a nice lady so I installed CC Cleaner on her computer and ran the registry repair which found a ton of errors. After that, her computer worked just fine and her pages loaded just fine.

Andy
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les

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your problem was explained - too bad you didnt continue to read.
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.
(Edited)
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Bev, Champion

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Not true, my 4.0gHz, dual Titans gaming rig is almost always at or above the advertised 25Mbps for my plan. Meanwhile my little office computer with 1.2gHz and integrated Intel HD graphics chip is flying if it gets 15Mbps.

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.
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les

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speed test test the internet speed - not the computer.

 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
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Bev, Champion

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CPU speed is always going to make a difference - a 1.2 gHz cpu dual core simply can't process ANY data as fast as a 4.0 gHz eight core, no matter what the data is or, where it comes from (internet, removable media, hard drive, etc...) The computer can't tell the speed test server it got the data until it processes it and, returns the correct response.
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les

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agreed about the cpu speeds being different.
tired of explaining speed test is between provider and modem/dish.
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Ron Frank

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I am sorry folks although I respect your opinions, yes my computer is "older", yes it is probably "dirty", but I am on disability and spend much more time than average online, day and night.  I SEE my speeds drop 30 to 60 mins after the kiddoes get out of school and fire up computers and gaming consoles.  Christmas day I can hardly do anything with all the new devices being hooked up and logged in.  There is NO land based internet where I live and Exede has told me I am in what is probably "the most congested region in the country" due to that.  When I do show speeds in the teens and 20s (rarely, but it DOES happen) my computer responds accordingly, when they are below 5 its slower but still functions, when its below 1 ... forget it.  I may not be as "tech savvy" as some of you are, but when my old dirty PC operates perfectly fine one minute and an hour later wont load a web page I cant help but feel the problem is not on "my end".  I also cant figure out why my sub standard, inaccurate, unreliable "speed test" says 16Mbps when things are good but drops to 1.2Mbps when things wont load an hour later.  Maybe its "part time" dirt that only engages after it hears the school bus go by?
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les

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yup time of day causes congestion as you mentioned. :)
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VeteranSatUser, Champion

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Curious Ron...what area of the country do you live?  The OP is complaining about speeds around 17Mps?  I am not sure I ever have got speeds that good since the inception of the service!

testmy.net is the only speed test I trust on the internet with Exede.  Viasat might endorse something else, but I have been using testmy.net for over a decade and feel it is the best one to measure the performance of a satellite internet connection.

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Stephen Rice, Champion

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I'm confused.  Someone is complaining about 17Mbps?  That's fast.
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Bev, Champion

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Yes Stephen, that's great for Exede (except on Boost 25 plans). Advertised is up to 12 Mbps (15 Mbps for Business accounts and, 25 Mbps for Boost 25 plans.) so, 17 Mbps is above advertised on all but one set of plans, and, still fast for peak times especially.

To put that in perspective, 3 Mbps is enough to stream most HD videos without seeing a delay.
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Ron Frank

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I am in rural Southeast Ohio.  And yes under PERFECT conditions I have seen 25 Mbps.  I "once in a while" see teens, but my "norm" is usually in the 3 to 6 range.  During HEAVY usage times I regularly see 1 to 1.5 but often go below 1.  I agree 100% with Bev, my videos etc run just fine at 3 to 6 with some occasional buffering, getting down below 1.5 slows things a LOT.  That is why I say my equipment IS capable of receiving 16, 17, even 24, 25 Mbps then drops to 3 Mbps an hour later ... DUE TO CONGESTION, not my equipment.  I understand the congestion issue, I am waiting for Viasat 2 to fix that issue, but as I say Exedes "handling" of it all leaves a bad taste in my mouth, especially when a call to complain results in customer service constantly turning the blame on us and our equipment.  To me its like sitting in a traffic jam on the highway and complaining you havent gone over 10 MPH in the last 5 miles and getting asked;  Has your speedometer been calibrated?  How old is your car, and when was your last service?  Is your car capable of speeds over 10 MPH?
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Stephen Rice, Champion

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Are you getting 1mb speeds during your priority data or the liberty pass?
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VeteranSatUser, Champion

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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!

(Edited)
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Ron Frank

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I HONESTLY hope they dont gouge us to switch over.  I have been anxiously awaiting Viasat 2 since its original launch date!  However badly I feel they "owe" us a free transition for putting up with this, as you stated I will probably pay what they want. LOL  I was told by a tech they had a huge sales drive in anticipation of the new satellite 3 years ago.  It didnt go up and now the old one simply cant handle the load.  They put the cart in front of the horse, then they didnt STOP new subs in time.
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Ron Frank

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Stephen Rice ... I dont understand your question since I am not on the Liberty plan.  I get 10 Gig/month which usually lasts me around 2 1/2 -3 weeks, and the "free zone" midnight to 5 AM.  So pretty much the last 7 to 10 days of my cycle are in restriction.  I see speeds below 1 Mbps during normal operations and "sometimes" see higher speeds when restricted than not.  That is why I REFUSE to pay for a higher Gig plan at this time.
(Edited)
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wm4bama, Champion

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This thread contains confusion related to speed tests, how they work and what components are involved.

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.  ☺☺☺
(Edited)