Liberty Pass is only .29 Mbps down?

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  • Problem
  • Updated 1 year ago
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  • (Edited)
We have used up our data for the month with 7 more days left in the cycle, so we are on the liberty pass data. I was told and documentation on the site says it should be between 1 and 3 Mbps. I checked it last night at 4am and still, less the 1 Mbps. Considering 48 hours ago we were cruising along with speeds of 15 Mpbs + it appears we are being aggressively throttled beyond the scope of even what the plan promises. What do we do about this?


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Karl Wenn

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  • undecided

Posted 1 year ago

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Brad, Viasat Employee

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Hi Karl

Outside of Peak Hours (when it could drop below that range). This is something we might want to look at. Please call us at 855-463-9333 or email exedelistens@viasat.com
(Edited)
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Bev, Champion

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Karl, I would also suggest a different speed test, that one is not accurate. 49ms latency is WAY to low for satellite internet. It should be around 600 ms or more. That makes that test questionable at best.

The tests that are offered when you search for Speed Test on Google or Bing are not accurate, both fail to read the latency properly and, may also be giving incorrect readings on download and upload. The two linked below are better choices.


http://beta.speedtest.net/
http://testmy.net/
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Karl Wenn

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I called and spoke with Exede customer service and with a simple reboot of the modem, we are getting plenty of speed. Far above 3Mbps. Thanks for your help. =)
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ccar

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It always increases speed once you reboot. It will be back to slow soon enough.
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Karl Wenn

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You called it ccar. Now it is worse than earlier.
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Karl Wenn

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I am going to use this thread as a record going forward. Again, my internet dropped down to literally not being able to load a website. So I called again and found out that that the last person "added a gigabyte of data" to my plan to "kick start it". The guy I spoke with said I need to talk to tech support and they aren't there so he "added 2gb of data to my plan free of cost". I have a feeling I am going to be charged for this, but we will see. Anyways, the fact is my connection was never fixed, I was pacified by adding a gig to my plan. 
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xode0000, Champion

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For the record, I have no problem loading websites or otherwise functioning at 0.15 Mbps on both upload and download.  Then again, I keep very tight control over what runs on my computer and how, and what is and isn't allowed on the network I connect to Exede.

I know for certain that 0.15 Mbps is my speed for everyday internet activities since I keep a speed limit in place on my end, which I can lift at any time for things that I decide need the full speed of my internet connection.  I do this to prevent websites and such from burning up all of my data, so that I don't run out of priority data any sooner than absolutely necessary, if at all.

My point is this: if I can function at 0.15 Mbps, you should be able to function at 0.29 Mbps.  If you are not, then there could be a problem with the programs on your computer.
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Karl Wenn

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.15 Mbps was earlier in the day, when I called the second time I couldn't load a speed page enough to test it. But, considering the package is promoted as dropping down to between 1-3 Mbps, I expect to get 1-3 Mbps. Because I can function on it doesn't excuse the fact that I am not getting what I am paying for. 
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Brad, Viasat Employee

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Hi Karl, you won't be charged if we give you the data for troubleshooting. If you are just email me and I'll take care of it. If you're lingering in that Liberty Pass area speeds are going to drop quite a bit in the peak hours (usually 5pm-12am or so) but should be between the 1-5mbps range at the other times. Some stuff like streaming will certainly have issues as well but I'd like to maybe look into this myself. If you email us at exedelistens@viasat.com we'll look at it (if it's sent today it'll be me).
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Karl Wenn

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Ok, I will send the email now. Thanks Brad.
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Bev, Champion

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Karl, if you are out of Priority data for the month, speed is based on throughput availability on your beam. Speeds may be very slow during peak usage times. (about 2 PM through 2 AM with some variance depending on the habits of others on your beam) Using a media and ad blocker, such as UBlock or UBlock Origin (depending on which version your preferred browser supports) can greatly improve webpage loading at slowed speeds.

That sounds like what is happening here since adding a GB restores your speeds. If you believe this is not the case, please email your account and contact information and, a link to this thread to exedelistens@viasat.com so that they can investigate this for you.
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Karl Wenn

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I understand that speeds decrease during peak times, but am I not supposed to get at least 1 Mbps? 

I will setup a firewall that blocks adverts and caches if it will help, but I really don't think that is the issue. I would like to have it looked into.
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Karl Wenn

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And to be clear, the gentleman I spoke with in customer service said he saw that we were being throttled aggressively and wasn't sure why. Considering I can add priority data and it runs fine, how can this possibly be a tech issue? If it were, wouldn't it effect priority data too? This has all the appearances of forced throttling.
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Bev, Champion

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That would be a question only a Viasat employee could answer. Sending that email may get you at least an explanation.

It may be in error, or may be a result of being a heavy user of Liberty Pass.  
"Liberty Pass users who use the service more heavily than lighter users may experience slower speeds, depending on the level of internet traffic on our network in the customer’s geographic area."

http://help.exede.net/articles/General/What-you-need-to-know-about-Exede-Liberty-Plans
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Andy Schack

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If someone has a Windows 10 based computer then a slow connection is basically no connection unless they go into their computer and make some changes. I had a Century Link tech show me a Tech Bulletin he had gotten which informed them that if a customer has 3 or more computers running Windows 10 and their connection is 3mbps or less then they effectively had no internet and would be unable to surf....the bulletin informed techs that they should not perform service calls in these situations. Learn something new in this business each and every day.

Andy
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Bev, Champion

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Leave it to WinDOZE to cause a needless problem. Here is a couple of links to some possible solutions or, at least workarounds to that problem.

http://www.techkhoji.com/slow-internet-speed-on-windows-10-fix/
https://www.tecklyfe.com/windows-10-slow-internet-speed-fixes/
http://itechify.com/2016/03/25/slow-internet-windows-10-update-heres-fix/
(Edited)
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Karl Wenn

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We have no Windows machines on our network, we are all apple. Additionally, I disconnected all the devices from the net to see if that would help and it did not. 
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Karl Wenn

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I came home to this speed even after rebooting modem and without using wifi, I am wired in directly with ethernet and all devices disconnected.

Earlier today I emailed to start a ticket as Exede Brad but have not heard back.

.  
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Andy Schack

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That's usually what I see if a customer has gone over their data on a NON-Liberty plan. Should be between 1-3 on Liberty. Might be something strange going on in your beam. We have sold tons of systems under the Liberty plans and if my customers were experiencing the type of speeds you are.....my phone would be blowing up from open to close.

Andy
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VeteranSatUser, Champion

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A Classic plan running over the cap would be that slow or slower. But if you have a free zone it should be faster then.

I am sure Brad will follow-up with you.
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Karl Wenn

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I have the freedom 150 gb plan not the liberty plan, but I have been told by the person who sold the package to me and two support people that I shouldn't be getting under 1Mbps at any time. The last guy said that with me being less than a week away from the refresh of my data, they should be throttling me so aggressively.

Yeah, I am waiting to hear back from him. I just checked and now I am at 1.5Mbps.  Probably because it is late? It is 10pm.
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Andy Schack

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When a customer gets the Freedom plan from MY dealership we tell them to expect the super slow speeds you are seeing once they go over their data.

Andy
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Bev, Champion

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I agree, from what I have seen, they do throttle Freedom Plan customers aggressively when they exceed the 150 GB. It's also the only plan that tells you that you may be asked to reduce usage or change plans, or risk disconnection if you continually exceed the 150 GB limit.

"customers who do use greater than 150 GB of data during their monthly billing period will experience reduced speeds until the end of their monthly billing period, and may be contacted and asked to reduce their monthly usage below 150 GB or transition to another service plan. If a customer does neither, we may terminate service."

http://help.exede.net/articles/General/About-new-Exede-promos-and-the-Freedom-plan