IVE HAD EXEDE FOR 2 HOURS AND ......... LET THE PROBLEMS BEGIN ...

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  • Updated 7 months ago
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 I MIGHT HAVE MADE THE WRONG CHOICE COMING TO EXEDE . SLOW SPEED RIGHT OFF THE BAT . I have had exede for 2 hours and i have slow speeds only 4 mbps. I called and talked to tech support and they have no idea why i would be getting that slow of speed . so i let them take over my computer so they can see for them self's . so now tech support level 2 is sending it to the engineers and im being told to wait 24-48 hour for a possible solution . i know we dont get the exact speeds that we pay for but if im paying for 25mbps i would like it to be kinda close to that speed not 4mbps . And to add to injury Im NEW like brand NEW to this service and already having problems ....... 
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Ryan

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  • FRUSTRATED

Posted 7 months ago

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gypsyrace

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Same thing happen to me. We never got the first page to come up. If and when you cancel be prepared to pay the early termination fees or be subjected to collections. We were called by collections within 7 days. I am feeling your pain. In the end this forum will try to convince you it is your fault. Don’t get discouraged
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Ryan

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i hope it dosnt get to that point . i have had ATT DSL for 2 years and i got tired of only 6mbps (the only thing they offer in my area) so when exede came out with the 25mbps unlimited plan i though it was the answer . but deff not if im only going to get 4mbps out of it . 
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Ryan

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i just want it to work thats all................
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Mr.Anderson

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just for fun, what are your modem stats.
 usually can be accessed through address 192.168.100.1
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Ryan

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They are all good , 3 difrent techs looked at that as well
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Mr.Anderson

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I ask because I trust no-body. and within specs can be on the edge of acceptable.
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VeteranSatUser, Champion

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I hate to tell you, but if you expect close to 25Mbps speed 7 x 24, that is not going to happen, at least not with the current satellite. You will get that speed at times, but not all the time. During primetime on my beam, 1.5Mbps is quite common. 4Mbps would be great speed for me!
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Ryan

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Exede said I should be getting 17mbps with the current load on the beam . ( At the time of the phone call and all the testing ) I'll give it a few days and see what the engineers come back with
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VeteranSatUser, Champion

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The Company is Viasat. 17Mbps is certainly probable on a beam that isn't too loaded. But you are going to find there are a lot of variables with satellite internet that can impact performance at at given time (weather, load at the gateway, quality of your installation, etc.). Like you said, give it a few days and see what happens.
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Bradley

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Honestly it could be a million things. While Exede is far from perfect, it does tend to give the speeds it claims more often than not. Speedtests can vary widely as can Exede during certain hours. Things like a Windows update will have a massive impact on speedtest readings. I’d give it a day or two for Exede to diagnose before passing judgement. I’ve had Wildblue/ Exede for years. Every once in a while I’ll run a speedtest that ends in disappointment only to find the Xbox is updating or a kid was streaming video. I’ve been on the 12mbps plan for several years and often read 17mbps when other devices are off.
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Ryan

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Thank you for your input . I will give it a few days
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gypsyrace

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Do not be taken in by these fluffers. It will be a long haul. They (Excede) does not have competent phone staff to help you. You will end up frustrated.
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Rique

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If Ryan contacts exedelistens@viasat.com, they should be able to help. Phone calls can be hit or miss, but the folk at the other end of that email address know their stuff and are helpful. Turnaround might take a day or two, but it's a better user experience in the long run. My .02
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Stephen Rice

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I'm curious to see what your speeds are outside of prime time.  Do a speed test before you leave for work int he morning and let us know the result.

Exede just started offering unlimited internet to most of its customers.  Until Viasat 2 goes live, its going to be impossible for Exede to deliver a full 25 mbps to all of its customers during prime time.

4 mbps is very usable, even if it wasn't what you were expecting.  I am on the Liberty Pass and right now and my speed is only .17 mbps. Its just the reality of satelite when  everyone gets home and tries to use the internet all at once.
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Ryan

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1.42 download and 0.60 upload at 6:39 this morning 
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VeteranSatUser, Champion

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What program are you running for your speed tests? Upload speed is not impacted by congestion and should be pretty consistent around 3. That upload speed is way too slow. Try a test with testmy.net and report your findings.
(Edited)
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VeteranSatUser, Champion

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Just wait until the holidays at the end of December. That is when speeds really can take a dive. But yes, i agree 4Mbps is quite usable.
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david, Champion

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Yep, once school is out for Christmas the speed gets BAD. This year with all the new unlimited plans is going to be interesting. The current sat couldn't support the usage like it was on most of the beams before but now with all the unlimited plans......

Even not counting Christmas I think in a few weeks there's going to be more unhappy customers speed wise.
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Old Labs

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Ryan,

I'll assume you have the  Exede WiFi Modem (i.e. combination modem/router) since you mention25 Mbps expectations.

Are you running those speed tests on a wireless connection? If so, try using a wired (ethernet) connection to one of the LAN ports on the modem/router if possible. There have been numerous reports that the combination modem/router's WiFi (wireless) capability is sub par - many have opted to attach their own wireless router's to boost their wireless performance.

P.S. Regardless, you'll want to run speed tests a various times throughout the day. Your "speeds" will vary depending on current utilization (load) on your specific beam. The time stamp on your original post indicates your were in the prime time peak usage period, while this AM's (0639) would have typically been outside of peak usage periods. But since introduction of these "unlimited" plans on my beam the normal peak usage periods aren't as easily predicted as savvy users are now able to shift their "unlimited" use into what once were non-peak usage periods.       
    
(Edited)
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Stephen Rice

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I think he has some sort of hardware problem. Either a bad modem or dish issue. I'm pulling over 9 mbps this morning on Liberty Pass.

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Old Labs

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I'm still not on Liberty Pass yet and I'm pulling 4 Mbps just now at 0800, in another hour or so it'll be 14 Mbps if early experience since the introduction of "unlimited data" hold true as all the early risers head off to work or school (getting up at 0600 or so is much better than getting up at 0300). Results are going to carry vary wildly by beam, since capacity can't be shifted between beams on Viasat-1 (something supposedly addressed with ViaSat-2).

With "unlimited data" people are likely just shifting their usage (either attended or unattended) to better performing periods -  just as many shifted their usage to free zones in the past until that got bogged down with over use. Peak vs. non-peak periods are not so easy to identify now.

Some 15 minutes later it's already climbing to 9 Mbps as the school buses circle the neighborhoods of Virginia ;) Naturally I'm in favor of early starts and late finishes to the school day.

Needless to say, things will start to deteriorate sometime around 1500 as school lets out...

Finally like clockwork nearly an hour later - pulling 15 Mbps where it'll stay for the most part until school's out and begins it's steady decline. Previously I could count on a longer non-peak period starting at 0600 with fuller speeds. No real mystery, give people more data and they'll figure out a way to use it to thier advantage. 
(Edited)
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Mr.Anderson

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17.63 Mbps download right now...

There is a strange thing I have noticed though.  On the evolution plan, even though you are supposed to have unlimited web browsing, it gets throttled after my "everything else" GB are used up.  I say this because I can run a speed test and my speed will be fast, but the browsing speed does not match the speed that is on tap.  (The first week every month is usually normal) It is almost like the speedtest is allowed to operate like normal to give the illusion that everything is working fine.  This is what happens though when you have an internet company ran by aliens.  A Conspiracy!
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Matt B, Viasat Employee

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Ryan,

I'd like to take a look at your modem values.  This could be something I can fix (or have fixed) on our side.  Please send your account info, or phone number attached to your account to ExedeListens@viasat.com.  One of my team members or I will take a look!
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Matt B, Viasat Employee

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Ryan, I have your email, expect a response soon!
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Ryan

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Great ! Thank you