Liberty Pass Frustration

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I have been happy with liberty pass for my first few months of service. For the last two months the day my liberty pass starts I get a consistent .25 mbps MAXIMUM all day Saturday and Sunday then about 1:30 am the speeds improve. On Friday the .25 speeds start about 4pm until after 1 am. I call the help line and the only answer I get is network congestion. I GET IT!!!!!! In the past network congestion meant .85 mbps for an hour or two, usually well after 5 pm, then I'm running at the speeds I am happy with. April and May its been a frustratingly slow .25 mbps max for a majority of my liberty pass period If I hear network congestion one more time I'm sending your equipment back to you in little pieces.

What the help line representatives fail to explain to me is why my liberty pass speeds for the past couple of months are at such crippling speeds?. Minus the past two months my liberty pass speeds have been reasonable. All I want is for those those speeds be restored. These slows speeds are affecting my health. I'm going to blow a gasket if these slow liberty pass speeds continue.
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masovs127

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Posted 2 years ago

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Bev, Champion

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I haven't personally read or heard it from an Exede employee but, a few I trust here have and, the slow speeds are, according to some support reps at least, the result of DAP now being enforced properly when they weren't for a while after Liberty was introduced.

I personally have not see those super slow speeds but, my beam is not so congested, nor congested as often as the beams that seem t be having the unusable, slow speeds. I would like to get official, final word as, I'm sure you and many others would and, I'd like to know if this is 100% intentional or if it was an oversight or error and, will be corrected but, it's just taking time to do so.
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masovs127

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DAP makes sense. After all the speed tests I have done it seems I'm being throttled at .25 mbps.
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Bev, Champion

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Don't simply take it, that is unusable for most sites and applications. I am a huge Exede supporter, love my service but, that isn't right for anyone to have to suffer unusable speeds. I'm hoping they implemented a new DAP program and, it simply has an error in the bottom speed permitted that will be corrected in due time.

If it really does have to wait for the new satellite to be operational, I'd like to hear that officially. As it is those of here that try to help have to guess and, recommend equipment troubleshooting, which I'm sure you've read or done plenty of times. (standard drill, power cycle modem router and computer, connect directly to modem, eliminating the router unless you have a WiFi modem, etc...)

I do recommend Easy Care for everyone, it's only 5.99 per month and, will spare you having to pay a service call out all at once plus allow for one relocation at the same address of equipment per year. Never hurts to have a technician come check alignment and equipment every couple of years at least and, that saves having to pay the 95.00 all at once.

I wish I knew 100% what was going on and could help you more than just being a sounding board here. Sorry but, I will make sure you know if I hear or read first hand official answers for this problem.
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Brian Shackelford

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Bev is spot on in the reasoning. Read through the following thread. It has been closed and archived so it doesn't show in a search. In either the next to last or last page of the thread is my conversation with a Chat rep who got an answer from corp.

https://community.exede.com/exede/top...

If you read all of it, you will see the progression of things. On our Beam Priority users are getting 3 Mbps to 5 Mbps during Peak hours. While I hope Exede can find a common ground to help Liberty Pass users and still satisfy Priority users, I am not overly confident it will happen.

What Ibam very concerned about is what happens when all the kiddies are off for the summer on Liberty? During Christmas and Spring Break Prioirty was agonizingly slow. Imagine all summer with the kids having "no hard data cap". I am suspecting DAP enforcement to have to occur even during non peak hours if Exede wants to keep speeds up for Priority users.

If you want to get an official response for yourself, you need to email exedelistens@viasat.com with your account email and phone number and referencing this thread and basically just say the same thing you did in your initial post. You can also start an online chat after logging into my.Exede.net and probably get the same information.

I hope this helped.
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slowBill

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@Brian,   I have a standing question for you.  I think you are on beam 329 as I am. I just switched plans from liberty back to exede12-10 a couple days ago, and although my dap'd speed is still 256kbit, it is actually usable now, slow but reliable. the difference is when I was on the  liberty plan, the DNS, proxy and  accelerator would fail, and I would have intermittent connectivity, that was just unusable.  so from my experience there is something different going on between the 2 plans when DAP'd. I would like to hear from you if you ever see the liberty plan get their DAP fixed like the exede12 seems to be.  
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slowBill

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welcome to the forum Joe.  I do not agree with the idea of litigation, I actually think exede makes a good faith effort, they just don't have this DAP thing quite working yet.   
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joe hay

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thanks bill like I said I am just collecting logs now and will wait a month or two I am understanding of new ways of figuring out their DAP system but why wouldnt they just come out and make a statement saying they are tinkering with things and to be patient?

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slowBill

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yes, unfortunately most companies don't notify users of a problem, acknowledge it or in some cases don't know one exists. there are some out there that do notify of problems or pending outages for service/updates. network solutions and digital Ocean are a couple I deal with that come to mind.   
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Elizabeth Ecker

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Exede is a nothing more than a scam. They offer service don't and don't deliver. My speeds were constantly lower then 100 kps ... I was lucky to see a quarter meg. NY data would be used up in 2 or 3 days , which seems quite impossible when I cant download or stream anything BC the speeds are too slow.

Basically. We need yo come togethet and file a class action lawsuit. This is not fair to those who live in areas where this is the only option. They are thieves at exede. Bottom line, you try to cancel and all of a sudden they can speed your internet up and my data was lasting longer.

This is not an honorable company. Facts are they will be out of business by 2020, I hope, and they know it and are going to drain there victims(customers) until then.
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JEP

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Elizabeth - If your speeds are that slow 24/7 when you aren't capped then something is wrong with your install or your equipment configuration.  Sometimes it can be a struggle to get things figured out on your end or even to get service/support to correct the issue.  There are many many threads and suggestions on this forum to control data usage.  One can easily burn through 10 GB in a day if proper controls are not in place.  Fortunately, only a small percentage of ViaSat's 650,000 plus customers have significant problems and only a very small percentage of those are problems that can not be easily resolved.

My situation may be unusual, but I have had good service from WildBlue/Exede for over ten years.  (Although, not too happy with the recent throttling down of Liberty Pass.)
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Brad, Viasat Employee

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Hi Elizabeth

JEP is absolutely correct. If your speeds are that slow at all hours and you are not over your limit there's obviously a problem with your connection and not with the service in general and that would need to be addressed properly otherwise i'll just cause continued frustration. You can have us check for you by calling 855-463-9333 or emailing exedelistens@viasat.com

If you are going through data as hard as it may seem to believe it's EXTREMELY easy to go through a lot of data in a manner of days. Several things such as updates (smartphone updates and Windows updates alone can eat most or all data) or streaming or just a lot of devices alone can consume it. we can check this just as well.
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Brian Shackelford

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I am really disturbed at how quick everyone screams lawsuit when there are problems.  If it wasn't for Exede, I wouldn't have decent internet at the house - even at the slower speeds I am sometimes seeing.

Am I frustrated?  Yes.  Do I feel the Liberty Pass was marketed in such a way so as to lead users to believe that the 1 Mbps to 5 Mbps would be seen most of the time - including peak hours? Yes.  Do I believe that Exede has made a poor decision to just auto throttle users to 256 Kbps in the evenings? Yes.  Do I believe Exede may have misjudged the true data usage that would be seen under the Liberty Plan?  Absolutely.  The way it is marketed, it is viewed as a unlimited plan with slower speeds.  Anyone who knows anything about human nature would expect that users would go with the lower 10 GB plans and use as much as they want.  There is absolutely NO advantage for a user who uses 60 GB to 100 GB of data a month to go with the 30 GB plan as a significant portion of the month is still in Liberty Pass mode, so no one is going to pay the extra $100.00 / Month for the 30 GB over the 10 GB (in most cases).

All that being said, though do I think the FIRST thing to jump to is a lawsuit - no absolutely not.  In fact the ONLY thing Exede is responsible for and that is agreed to in the customer agreement is the cost of service.  The sole remedy for service interruption due to issues under Exede's control is to credit back the customer in an amount reflective of the interruption in service. So in reality there are no grounds to sue.  Even beyond that is that if you shutdown Exede, then who will provide internet?  If you are that frustrated with Exede, stop buying the service and you will end up with the same result.

I love the "If you don't run your business the way I want you to I am going to sue you..." to which the company says..."OK.  I am shutting down" or the company gets shutdown which in both cases ends up leaving the user without service.  Basically that is the same thing as just not purchasing the service.

No, the better avenue is to continue to pressure Exede in proper cordial dialogue with alleviating the issues customers are seeing regarding service.  I find working with companies to come to a resolution to which both customer and company can generally agree upon goes a much further distance than suing or threatening to sue.  So, no matter how flustered I get with Exede, I would never be in a place where I would advise suing.  I would drop the service and move on rather than do that.  No, I prefer to vocally, verbally, and repeatedly inform EVERY customer, client, business, and anyone else I run across to be very aware of what they are getting before signing up.

In fact, I have recommended many to Exede based on my experience with Liberty up until last month.  Now, I am regretting that as now the service is not functioning for them.  Fortunately I also told them that I can't be responsible if they change things up and that I could only speak to how the service was and has been.to that point.  As to people who ask me now, I would advise them that if the internet was needed in the evenings and they expect to be going over Priority Data, then it is not the right plan for them.  

As for me, I have ZERO alternatives other than the one other sat provider in the area which I refuse to work with.  So for me, it is Exede and I will continue to be vocal and factual about my criticisms and my praises for Exede when appropriate.  I prefer to see them work with us customers to fix issues and complaints and not go looking to the govt to fix it for me.  I have a choice to use their service or not.  If I get to the point I want to sue, I would just stop using the service.
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Adam Joseph Looze

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We were promised 1-5mbps. Now the peak hours of Liberty have been changed and I personally, have no internet connected at all in those times. I pay $170 per month for the 30gb plan. I work from home doing IT and computer programming. It is a requirement for Internet for me. So the company has basically eliminated access between 5pm and 2am. Sure I have no problem canceling this shady service, but the fee is $280. So we have every right to be disgruntled about this. This is a very good reason to get the blood boiling. Basically changing your service without notification to the customer, and if you want out, you pay the cancelation fee, or buy more data.

A class action lawsuit would open the eyes of corporate and possibly get our internet back. I don't care about the money. Hell, I would pay $500 a month for unlimited data. It's the thought behind it. The reasoning. This is so very wrong to do to your customers. The first two reps I spoke with didn't even know about the change, I didn't hear of this until I was elevated through management. Is that a way to run the company? If you don't see anything wrong with this, then God speed.
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Joshua

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Hi Dianne,

Is this for a new install or just changing your plan?

If you did sign up for new service you can cancel without paying an early termination fee up until your service is installed. After that point your have to pay the ETF.

If you were switching plans, you can only switch back to a plan that is still being offered and you may not be able to go back to the original plan you had.

The performance users experience vary depending on their region and so some of the issues users post about on the forum may or may not be applicable. So, you may be just fine but there is no guarantee.

Hope that helps and good luck!

Joshua
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masovs127

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I cycle down I cycle up cycle down cycle up modem router device up .25 speeds RUBBER DUCK!!!!!! Will Work for Internet!!!! This is not how I want to spend my weekends.
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Brad, Viasat Employee

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The Liberty Pass does throttle to the lower end of the speed range during prime-time hours and you could potentially see it at a near-DAPed speed during those hours (5pm-11pm typically) if you are a heavier user. More info is found here: http://www.exede.com/liberty/. Keep in mind that you can always purchase priority data as well but the Liberty pass does see a tremendous slow down in prime-time hours. 
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Bev, Champion

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Thank you Brad, that's what I wanted to hear. Well not exactly but, now I know it is DAP in action. That's all well and good, and needed but, is there a way you can keep it form becoming unusable for so many on the highly congested beams like 329? At least keep it at 96K (old fast dial up speed) I think that would at least be okay for browsing and email even today.
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masovs127

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Before using Exede I was using a 3g hotspot with 5gb of data a month. I avoided satellite internet because of the horror stories I read about DAP and FAP policies. When I ordered Exede the only DAP I found was placed on Priority Data. Once Priority Data was exhausted the customers were moved to the Liberty Pass. Heavier users will experience slower speeds during peak hours. Now a DAP is placed on the Liberty Pass. This is news to me and if I knew this policy was going to be enforced I would have never ordered Exede. Why arent existing customers not Grandfathered in like other carriers do when plans or policies change? Today I'm well aware of the speeds of your Liberty Pass DAP I'm just not sure of the times the DAP is enforced. Advertised Liberty Pass speeds of 1 to 5 mbps have been more of a fantasy than a reality for the last two months. I will remain an Exede customer for the time being and hopefully Exede will make things right.
(Edited)
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Brian Shackelford

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You know, I have posted over and over for folks to please go to www.wildblueworld.com/forum and post about what is going on in the Troubleshooting thread over there.  There is at least one person at Exede monitoring those forums and would look forward to the more technically minded of you who would be willing to post about your experiences and documenting what is going on.  I am convinced there is a common ground that can be met between Liberty and still giving Priority Users the service they expect.

Please go post into one or all of the following threads, which I know someone at Exede is monitoring:
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https://www.wildblueworld.com/forum/showthread.php?9852-Whats-up-with-Exede&p=82575#post82575

https://www.wildblueworld.com/forum/showthread.php?9851-After-6Months-Service-Getting-Worse-and-Wors...

https://www.wildblueworld.com/forum/showthread.php?9786-Liberty-Plan


On the other hand, as much as I would love to do whatever I wanted on the Liberty Pass, I recognize that it is simply not possible for Exede to deliver the speeds of 1 Mbps during peak usage times for Pass users.  How do I know this?  Because I get routinely slow 1 Mbps - 3 Mpbs when I still have Priority Data.  So as much as we want to scream and shout and get angry at Exede, we also have to recognize that there is a fine line they are trying to walk.  Personally I do feel Priority Users should get precedence over users that have gone over on their data.  I say that as one who routinely did so on the Libery Plan.  That being said, I also feel that even at the slowest speeds, at least web browsing should try to be usable for Pass users.

I begin to believe that Exede either grossly misjudged capacity or there is a bigger issue occurring that we are not yet aware of affecting things.  Maybe it is congestion, maybe it is a problem in the Accelnet or Network Management algorithm.  Heck, maybe it is sun spots, but the fact of the matter is that without anyone telling us, we don't know.  I also am frustrated at the time it takes to get to a level 3 person (do they really exist?  For all I know they are mystical beings that only appear when the planets align to causes some sort of cosmit disturbance) to get things looked at by someone who actually knows what is occurring at the network level.  I have 22 years of IT experience and definitely know that I have been told incorrect things by level 1 and level 2 support.  I also know they don't really know what is going on, they can only relay what they are allowed to and have been told about what is going on. 

It seems that at least once now an Exede representative has confirmed that the issues are due to DAP being in place during peak times, so I can accept that as being the issue.  What I don't understand is the sudden change.  Why offer a service like Liberty and leave it wide open letting people get used to the experience and then cut it off?  A study of human nature would show that to be a bad idea.


Before everyone goes and files a lawsuit, keep in mind as part of the customer agreement, you also agree to the Data Allowance Policy in which we find:
http://www.exede.com/documents/master/data-allowance-policy.pdf
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Exede Liberty. If you are a subscriber to an Exede Liberty Plan and your Priority Data usage reaches 100% or more of your Priority Data allowance, we will alert you of this fact, offer you the option to purchase additional increments of Priority Data to use during the remainder of your monthly measurement period and provide you with the Liberty Pass for the remainder of your monthly measurement period for use after you have exhausted any additional increments of 
Priority Data you elected to purchase. Liberty Pass speeds will be slower than Priority Data speeds, do not support video streaming on multiple devices and may not support streaming of high definition video. In addition, heavier users of Liberty Pass may experience slower speeds than lighter users. Liberty Pass speeds will vary based on the time of day and your geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:00 p.m.- 2:00 a.m. local time), which may greatly impair your ability to use the internet. Liberty Pass 
users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which will likely cause Liberty Pass users to experience slower speeds during periods of congestion than subscribers who have not exceeded their monthly data allowance or usage threshold. For further information regarding ViaSat’s network management practices, please see our Network Management Policy here. 

Which references this document in which we find:
http://www.exede.com/documents/master/network-management-policy.pdf
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In addition, Network traffic may be prioritized during periods of congestion based 
on subscribers’ data usage. Some ViaSat service plans (i.e., Liberty and Freedom Plans) provide 
subscribers with continued use of the internet even after exceeding the monthly data allowance 
or other usage threshold set forth in the Exede Terms of Service. In general, the Network traffic 
of Liberty Plan subscribers on Liberty Pass (“Liberty Pass Users”) and Freedom subscribers 
whose monthly data usage is greater than 150 GB (“Excess Freedom Users”) receive s a lower 
priority than the traffic of subscribers who have not exceeded their monthly data allowance or 
usage threshold. As a result, Liberty Pass Users and Excess Freedom Users will likely 
experience slower speeds during periods of congestion than subscribers who have not exceeded 
their monthly data allowance or usage threshold. 

In addition, if needed to address congestion in a spot beam, ViaSat may further 
reduce the speeds of the Network traffic of heavier users of Liberty Pass and of Excess Freedom Users through the end of their then-current billing period if deprioritization is not sufficient to adequately manage congestion. 

----------------------------------------

Now, instead of working to destroy Exede and leave us all without usable internet that have no other alternatives, how about working with Exede to come to a resolution of this issue.  Write letters to the corporate office, send emails, make phone calls, etc.. etc.. etc... (all with cordial and civil language and attitude) and make the case for working towards a solution.  If you have an idea on how to fix it, by all means pass it along.

Sorry for the long post, but it just seems that we as human beings have lost the ability to reason together and instead jump immediately to such extremes.  Yes a service was sold in such a way to give the impression it is something it is not. Yes, I feel some of the marketing was less than clear as to what to expect.  Yes, expectations were falsely set when service was first rolled out for our area.  Yes, I am frustrated.  No, I do not want Exede to go out of business, nor do I want to sue.  I want to help them get to a resolution as by helping them, it helps me (and anyone else in the same position).

Once Pass is made usable again I will gladly use up all my data and jump on the Liberty Pass again, for now I have chosen to consume less and remain on Priority Data. 
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joe hay

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If they can get their system to set the bar at no lower than .75 mbit I would survive to 11pm hell even the .25 they say it should be I would be able to browse/email/shop online but when the packets drop off to 0 and I am getting 11-50kbps then up to a quarter then 0 for a few min. I spend so much time resetting modem just to try to get a quarter mbit maybe if they really are putting another sat up this year we can bite our lip. We just want what really is going on.... to many customers signed up without the throughput to handle them?? they wouldnt ever say your area has a congested beam please wait or find another provider. THey are here to make money so they will say yes signal is there sign you up and then next thing you know everyone from your mom to grandpa is streaming and sucking data and you try to find something to run from 730-1030 and you get hit with this DAP Throttle.
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JEP

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I survived for a couple of years on WildBlue with an Up To 0.5 Mbps speed.
That would be just fine for me for Liberty Pass in Prime Time.
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Markgc, Champion

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There were times here during the Wildblue era when web pages loaded faster using dialup than with the Wildblue satellite.

We haven't really progressed much have we?
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Joshua

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Yeah, kind of a product of not enough regulation to keep companies inline... Only other thing I can recommend is filing a complaint with the FCC:

https://consumercomplaints.fcc.gov/hc...
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masovs127

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FWIW I'm on beam 338. When I was enjoying my liberty I averaged 2.5 gb a day. Is that considered heavy usage ? I don't know, but it was fun while it lasted. For now my TV cable cutting plans are on hold.Until things change I will go back to rationing my data like I did during my hotspot days.
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Bev, Champion

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Yes, 2.5 GB per day is heavy usage when the max plans have 30 GB and you are using 75 GB per month routinely without buying more. 2.5 GB per day is more than double the maximum data allowance in most areas for residential plans.

Exede is metered service, it doesn't make sense for them not to restrict heavy users who don't purchase the additional data they want to use.

Yes, if I had 100 GB or more a month, I'd use it more but, I pay for 30 GB so, if I use all of that, I expect to be slowed unless I buy more data.

I'm guessing that's why Exede is enforcing DAP on Liberty pans, too many people started treating it like unlimited internet. If it worked that way, no on would ever need more than Liberty 10 plans and, that wouldn't be smart business for Exede.
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Brian Shackelford

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I agree - but only to an extent Bev.  If you go to the website and look up your zip code and see the Liberty Plans listed.  They emphasize "No Hard Data Caps" which implies (at least to me) that there is no expectation on Exede's part for these users to stay within their Priority Data allotment.

Even in talking with support (well the ones that know a bit about the service, not the other ones that just read off of a scripted sheet of paper....) I have been told that 40 GB on a 10 GB plan isn't that much.  

There are people that have used 5000 percent of their 10 GB plan that still were working just fine (that is 500 GB BTW).  I don't think anyone here is arguing that speeds shouldn't be adjusted to accommodate Priority Data users, but I do believe that users that are on the Liberty Pass should have an expectation that the internet should be usable during Peak hours.

Now, the Network Management policy does dictate that heavy users may be slowed even further.  The problem is that nowhere in ANY of the legal documents is the term "heavy user" defined.  I have asked for this to be defined by Exede repeatedly and they have not, as of yet, given us examples or definitions of what a heavy user looks like.

Is a heavy user one that has gone over by a specific percentage of their paid for Priority Data?  Does not appear to be the case as users that just flip to the Pass see these issues immediately.  Cross that one of the list.

Is a heavy user one that uses a particular amount of data in a 24 hour period?  Not sure, since it isn't defined.

Is it a user that does specific things?  I don't know as that is not defined.

The problem here is in the expectation and definition.  While you might consider 2.5 GB of data per day "heavy usage",   While one person might consider 70 GB of data on a 10 GB plan a heavy user, I argue that is quite light considering the cumulative total a user could be gobbling up.

If Exede would simply define for us what the terms mean in real world scenarios, examples, or better yet numbers, it would help put a lot of this to rest.
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masovs127

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Since these slow speeds started I have been on the phone with Exede over a dozen times. Each time it was suggested I guy more Priority Data to improve my speeds. I pay each month when my account renews and that's the only time I will pay them. I pay for internet service and the amount of data I purchased was irrelevant. When I exhausted my data my speeds slowed down. I wasn't receiving unlimited data. I was receiving rarely limited data. Now my service is very limited. Why should I be punished because of Exedes poor planning?

I don't live in a residential area, I live in a rural area. If I lived in a residential area and had cable internet the price would be half of what I pay Exede for 75 gb of data. I doubt my 75 gb of data will put them out of business. What will put them out of business is my reluctance to refer Exede to others. HEY YOU GET OFF OF MY BEAM!!!
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Bev, Champion

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Hence I only refer friends or family who have no other option for an ISP except satellite. Tha is what it's intended for but, some dealers omit information or, otherwise mislead new customers in areas that do have other options and, thus sell them Exede and clog our beams with heavy users that cold have cable or DSL service instead.

I get they want to make a profit but, still they should contact these city folks that are getting the service and be honest about data caps, slow downs and such and, discourage them if the have cable or DSL available.
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Johnny

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Speeds are horrible this morning on Liberty Pass and MYesvt is site is down for me also.
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JEP

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Something funky is going on.  My Liberty Priority speeds have been about 4 Mbps since yesterday.  Also, Facebook not loading pictures.  Rebooted the modem and speeds were restored to ~19 Mbps.
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Brian Shackelford

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The reboot probably kicked you back out of Pass mode and back into Priority mode. I've had that happen once or twice myself previously.
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joe hay

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my priority renewed at midnight and it says I am now on liberty pass lol somehow i got an email at 3am saying my priority data is used up.... They have not even taken the monthly bill payment out yet and already stopped me. Whats funny I waited up till midnight and only got 2.9 mbit on priority. Also spent 830-10pm calling CS for no connection. All I want is .5mbit from 8-10pm and about 30-40Gb of data any other time even if its 1mbit out of that prime time. Thats not asking for much is it... not sure where to go from here. I live in rural northern Michigan and no towers around for internet
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Brian Shackelford

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Joe - 

If you burned through 10+ GB of data in 3 hours then you have something or multiple somethings sucking data.  

What do you have configured to the Exede connection (wireless or otherwise)?  If you list the device types we can probably help pinpoint where the data is going.  My guess part of your issue with speeds might be all these devices are still trying to suck data even when in peak times.  If they pulled 10 GB in 3 hours, then imagine what happens trying to work on a 256 Kbps or even a .5 Mbps connection with all those same devices hooked up.

I had the same thing happen when two android phones, an iPhone, and two laptops decided to update the day my priority data renewed.  
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phinneus

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I think there issue with liberty is there accidently double dipping themselfs.  They either need to raise the the minimum cap up or remove the forced low priority.  

What I think is happening is that when your in liberty you have the lowest priority on the network.  now if your only alloted even 56k max or say 100kbps then your figthing the slow speeds to get passed the bottom of the totem pole to the top.......and its really really tall :P

I think that if they either uncapped and kept priority it would work better.

Or they could just outright cap and remove the priority restriction and I guarantee that would work if the cap was around 112kbps  FOR SURFING.

Its also possible they could adjust the cap based on beam utilization dynamically without setting a priority on it.  Hell I can do that on my dd wrt router :P

My guess is there trying to figure out how to do the later and will be tested on higher load beams and spread if it works.  Pretty sure there aware of the problem though.
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Johnny

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Back on priority data and speeds are not any better then when I was on the liberty pass. I was told tonight by a very nice CS, that there is a problem/outage with the pass and they do not have a date for a fix. I was also told they are in the process of moving the beams around to help with the pass issues. Can someone explain how they move the beams?
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JEP

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While it is possible to nudge beam steering slightly, the logistics/impact on users would be quite significant.  There are however, multiple "channels" per beam composed of frequency and polarization.  Maybe they could distribute the customer loading better among the channels in a beam.  But this is tweaking that I would have thought they would have done already.

Try rebooting your modem and see if that restores your Liberty Priority speeds.
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masovs127

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Starting Sunday Night speeds have been good all week during non peak hours. I have been cautiously optimistic. It's 1 am Thursday Morning and I have hit the wall just in time for the weekend. Clocking at .25 mbps across the board. I guess it's typical for speeds to stay slow until late Monday Night. In the meantime I will double up on aspirin.
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Brian Shackelford

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Masovs -

So were speeds during Peak times still slow as well even though speeds outside of peak times were OK?  And based on your post it seems that speeds are back to slow all the time now?
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Brian Shackelford

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I am concerned what performance will be like now that kids are out of school. I put in a proxy filtering server at my house and have saved on almost 3 GB of data usage not that commonly accessed content is cached rather than redownloaded for every device.

It is dissappointing that corporate is basically telling customers to just expect to lose internet in Pass mode during Peak hours. That was NEVER discussed. Even at 256 Kbps the internet should be usable. If the issue is that Exede's system won't work properly with that low a speed then that is a problem Exede needs to fix!

In the meantime why the sudden and dramatic change in the implementation of Liberty DAP? Oversell a bit there?
(Edited)
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Johnny

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Right now I have no connection at all. I have rebooted everything and still no luck.
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Adam Joseph Looze

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I have no connection either. This has been a constant occurance since the beginning of the month. I was promised (yes promised) 1-5 mbps during Liberty pass , even peak hours, and I currently can't even send a single packet through via ping. I have had no issues with my liberty pass up until April. Now I literally have no internet in the evenings. I called excede and after a few transfers, I finally got an answer.

Corporate has changed the Liberty pass. The peak hours Liberty pass max bandwidth is 256kbps. Yes that's a k. Kilobytes per second. But they said it's likely to lose Internet access all together and the only option is to purchase more data.

I find it completely asinine that they are even legally able to change their contracts, let alone not informing their customers of the change. Even the first two agents I spoke with we're not aware of this change. The lady I spoke with said she got the documentation from corporate after having to escalate 2 customers before me for the same issues.

I will be paying the $285 cancelation fee at the end of the month and switching to mobile hot spot. It's a bit more pricey but it's reliable and much faster.

Excede tells you that you get 25 mbps (mega bits per second), which is an 8th of a megabyte. Make sure you know that. Anyways, yes that speed is true. However, your latency is terrible. You can't game, VoIP, transfer files to a server. I do computer programming and IT from home so I really see this as an issue. I get the latency is due to the data streaming into space and back down, but still. Att hotspot is seeming more worth it. Granted it's very expensive (30gb for $225. 40 for $300), but if this shitty excede continues their shadyness, I am resigning.

To conclude, their swift change of our contracts to null internet during peak hours is very evil. And since they monopolize the country customers, they can do this and people will stick around.

I am all about a class action lawsuit.
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masovs127

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We shouldn't have to pay a dime for early cancellation.
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JEP

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masovs127 - Then you would need to pay ~$300 for installation.  Someone has to cover the expense of installation.  You can think of it that way if you want.  You can cancel at any time, but have to pay the outstanding balance on the installation.  Most cell phone companies do the same thing.  You get a "free" or heavily discounted phone by signing a 2-year contract.  Terminate early and you have to pay a fee.
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masovs127

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The issues I am having with Exedes sudden change in policy and their failure to communicate them effectively is exactly why I don't have a smartphone. ATT is offering unlimited data, yeah right. I thought Exede set themselves apart from those practices but now they are doing the same thing. Exede didn't hold up their end of the deal when I signed up, why should I ? I'm not going to cancel but I should have to option to do so at any time without penalty.
(Edited)
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Bev, Champion

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Yeah unlimited form AT&T but ONLY ON THE PHONE ITSELF, not for use as a hot spot or tethered. I looked into that for my niece because she had good cell service at her house but, all of those UNLIMITED plans they have are on the PHONE ONLY, Sprint, ATT, Verizon, all on the phone only which is pretty limiting.
(Edited)
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Brian Shackelford

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Yes but a creative individual would buy and HDMI cable from phone to TV and stream to the phone but watch it on the TV......
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masovs127

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I work during peak times so i wasn't able to test speeds. Speeds improved last night around 2 am and at noon today speeds were fluctuating. I'm bracing for an inconstant weekend with slow speeds being the rule.
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Diana, Viasat Employee

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Hi masovs127,  I'm sorry your speeds have slowed. If you are in Liberty Pass status, you have the option to purchase Buy More.  This will take your account out of data restriction and speeds will return to normal. Buy More can be purchased through http://go.exede.net/ or you can call Exede Customer Service at 855-463-9333.
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Brian Shackelford

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Diana -

Can you please give us all a reason that the service completely fails to work when in Pass during Peak hours? The problem isn't he slow speeds as much as it is the fact it just doesnt work at all. What is the technical reason for this? Is it because something in your system fails to operate properly with speed that slow? The Liberty Plan was never sold with the expectation of losing the ability to use the internet for periods of time altogether.

Nowhere in the DAP, customer agreement, or network management do I see the statement regarding service becoming unusable during Peak hours for extended time. I see slowed yes, but not completely dropping traffic.

Has the DAP policy changes recently? I would advise users to check the policies daily to look for updates. If they are changed then as a subscriber you have a limited period of time to decide to stay with Exede or not as I believe there is a period of time after the agreement is modified that users can break their two year term without penalty. I could be wrong, but if memory serves me that is how it is in VA.

Now me, I want to see Exede fix or correct the issue not with the slow pass speeds, but with the dropping of traffic during Peak times in Pass. That would be much better for all involved.
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masovs127

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This is a big weekend for Auto Racing. For one of the races I'd like to stream in car video. Should I buy an addition 2 or 3 gb so I can ride along? Not gonna happen. I'll have to do without. I'm sorry Tony.
(Edited)
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Bev, Champion

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Yes, if you want to stream the ride along cam, then you should buy 2 or 3 GB to do that. That's the whole idea of metered internet service, you buy what you use. In this case you buy a base package with a certain amount, then, if you need more here and there you buy more a few times per year.
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masovs127

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It wasn't necessary to purchase additional Priority Data in February to stream so I wont purchase any data now. I'll just have to do without. Once my data renews I will have to reconsider my data usege and question if I want to use that much data in one day. Please understand when I ordered Exede I thought the days of throttling and data rationing were behind me. It took a while but here I am again. Purchasing additional data is out of the question.
(Edited)
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Diana, Viasat Employee

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Johnny,  I sorry you are having an issue with the internet.  Please send an email to exedelistens@viasat.com or call customer service at 855-463-9333 for immediate assistance. Thanks.
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Coy Soto

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February was good April was good now May is just Unbelievable. I wish i could have Charter back 50 up 50 down for a cheap price. Man Exede is junk can't wait until i get better service.. ONLY 3 MORE YEARS!!!! 
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Brian Shackelford

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Just a reminder to everyone who is blowing up these forums saying Exede violated their terms of service, unfortunately you agreed to this particular Gem in the Network Access Policy when agreeing the Customer Agreement:

In addition, if needed to address congestion in a spot beam, ViaSat may further reduce the speeds of the Network traffic of heavier users of Liberty Pass and of Excess Freedom Users through the end of their then-current billing period if deprioritization is not sufficient to adequately manage congestion. 
Also, unfortunately no where that I have found as of yet is the term "heavier users" defined in any real sense.  Based on what I have seen and am hearing, a "heavier" pass user is one that is simply on the Pass, period.

Additionally, no where do I find anything that would lead any reasonable person to ascertain that during peak times for nearly the totality of the the peak window of 5:00 PM to 2:00 AM would Pass users be totally unable to use the internet altogether.  The term reasonable is important here in establishing the way the Pass was marketed.

If the Pass was marketed in such a way as to say during Peak times you will see lots of problems with internet access when on the Liberty Pass, then I could say no one has a reason to complain.  I myself experienced great service on the Liberty Plan right up until April 21, 2016.  Again the very specific nature of the change of experience dictates that this issue is either a problem or failure of a system on Exede's end -OR- it was intentionally implemented.

What is most unfortunate is the fact that corporate has decided that instead of trying to get their systems to work at the 256 kbps speed, that they are just going to hang the customers out to dry in regards to the lack of service.  This is the same thing (yes I said it before and I will say it again) that happened with classic plans and DAP.  Around 2 years ago classic plans would still let you do things when in DAP at slower speeds and then suddenly in about August of 2014 (somewhere in that timeframe), after almost 2 years of using the service, things no longer worked in DAP.  We experienced the same exact problems.  For months and months we were told that Exede didn't do anything, Exede doesn't block trafic. etc... etc... etc.. (sound familiar?).

At least in this case it only took a few weeks of very vocal customers expressing extreme dissatisfaction for Exede to at least admit this is the new normal.  I believe that it is a two part problem - 1 - speeds are slowed down and 2 - data is prioritized.  This means that not only is the upper end of the speed throttled to 256 Kbps, but that it has to wait for an open slot to transmit that traffic in the pipeline.  Since it is sooooo slow, it cant through enough data through the pipeline when the packets can actually find space to go, which means that the traffic times out and is dropped.

If you watch the video about the Liberty Plan, you never see anything close to traffic ending up in chain action collision causing a complete stoppage of the slow lane, the impression it leaves is that the traffic will continue to flow, just more slowly.

Whether the issue is due to Exede's own system being unable to properly handle traffic at the slower speeds (that is my supposition that the Accelnet servers are not working well with the slower speeds) or if it is just a matter of too many users sold in a Beam (then why are they still selling the service if it is overloaded?), the bottom line is the service that Exede sold and what customers were allowed to experience prior to April 21, 2016 (at least in my Beam) is NOT the service that users are getting today.  I would give Exede a Pass on the speed issues, but simply have an impossible time finding an excuse for the continued dropping of traffic.  Now, the problem is that if Exede was to open it back up so users can work on Liberty, Priority users would have no speeds at all.

What really gets me is how did we go from 8 Mbps to 12 Mbps during peak times in our Beam on April 18 (ish) to now not working as of April 21 when in Pass mode in both cases.  Why are priority users now seeing speeds as slow as 1 Mbps to 3 Mbps during Peak times when just a month ago we were getting better speeds in Pass mode.

One of the following MUST be true:

1.  Big new commercial contract(s) requiring significant bandwidth is in place, leaving us second class residential customers to fight over the leftovers.

2.  Exede massively oversold the Liberty Plan and now is stuck with this as the only way to mitigate it and keep usable service for Priority Users.

3.  The problem isn't on the satellite itself at all or the beam, but is in fact equipment related or gateway related (i.e - Ground stations don't have enough bandwidth from level 3 or whatever provider they are getting service from).

4.  There is some issue occurring with the Satellite or other main system that is causing the service to run crippled.

5.  Any combination of the above.

I really, really, really, wish and desire for Exede to just come out and tell us what the deal is.  We have been trying to pull the facts out about this for over a month now and finally there begins to be an explanation, but the one question that no one has or perhaps can answer is....

Why was it working one day and the ever since the following day did these problems occur?  Wouldn't we have been seeing more and more problems leading up to that day?  Maybe I am silly, but logic dictates that if congestion is the issue requiring lowering the priority, wouldn't we have been seeing thing degrade over time - maybe they were and I just didn't notice??

Anyway - I hope to see a resolution that is different than "purchase more data" from Exede regarding these issues
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Brian Shackelford

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Don't worry - the federal government is going to help us rural folks.....sigh....

https://tech.slashdot.org/story/16/05/27/177211/gigabit-internet-with-no-data-caps-may-be-coming-to-...

Who wants to place wagers on if and how the money gets spent.  The interesting part I found is the baseline of 150 GB as the baseline monthly data usage at present.
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Bev, Champion

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Yeah and less rural customers will get it but, not ones like me with one or two homes, then  10 miles to the next closer in house. Nope, 10 miles away will be as close as it gets for folks like me, or for some at the end of a 5 mile long or more private road, therefor still over a grand if they want the cables ran up the private road.

"We got the money and now, people living 2 miles outside the city limits have high speed internet and, 150Gb data cap when they had NewWave with unlimited data but it relied on an antenna, this is wired so there won't be as many interruptions. We done good for our rural citizens." Will be what the politicians here will say.

Never mind those 15 or more miles from any town and for whom 200/week is a HUGE take home income, so 30/month is too much for internet never mind those folks ever being able to afford satellite service.
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Brian Shackelford

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For those following this thread, I believe that someone from Exede is working on this still and I am hopeful that within a couple of weeks they might be able to adjust things to work better.  That being said, I don't work for Exede and can only give you information based on what I have been able to find out.

Keep posting here though and keep showing your feelings towards the situation as it may increase the cooperative effort to alleviate the problems.  

In the meantime - get off the internet, enjoy the weekend, and have a safe and wonderful Memorial day!
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masovs127

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Appreciate ya Brian.