Slow speeds

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  • Updated 7 months ago
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  • (Edited)
It seems that a company having so many problems and dissatisfied customers cannot thrive. I signed up with the Freedom plan, WITH BOOST, speeds supposed to be up to 25.  I usually get 0.9-3 download speed. Customer support was zero assistance. I wonder how Hughes Net is? I have an idea-change the name from Exede to Viasat and everything will be better.
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Tim Cotita

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Posted 8 months ago

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C0RR0SIVE

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I will tell you the same thing that I tell Hughesnet customers... The grass isn't always greener on the other side.  Congestion is a pain, and it will always exist at some point, or another.  Both companies suffer from the same basic problems.
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Grumpyoldman

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According to Netflix in October  Hughesnet averaged 1/2 the speed Viasat did when connected. And Viasat was trending up And Hughes was trending down.
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VeteranSatUser, Champion

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Hughesnet might be able to deliver better speeds overall, but there is no such thing as a Freedom Plan on Hughesnet. Their data plans are woefully low.
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Brad, Viasat Employee

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Did you go over your data limit? that might easily be the culprit. you can email us at viasatlistens@viasat.com and we'll be able to look into this
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Kevinmac2207

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I just got Excede/Viasat today. I was told i would get 25 mb/s I pay for 25 but when i did a speed test i only got 2.5 mb/s. I dont understand how you can advertise something that you are not capable to providing. Your ad dows not say 25 mb/s when no one else on earth is using internet. It says 25 mb/s. period. I can understand it dropping to maybe 15-17 but for it to be less that 3. Thats what is said the throttle down is once you exceed bandwidth. I dont even get 3. I am complaining to the BBB. I just signed a 2 year contract and literally am unhappy from the first few minutes i started using it. I want it fixed ASAP. Congestion is one thing, but it is Viasats responsibility to provide the service people pay alot of money for. If i wanted dial up speeds I would go back to the year 1990. Very upset and feel this could possibly be criminal and false advertising. Ill talk to my lawyer and see.. Because the ad says 25 mb/s. and its Viasats responsibility to try and get at least close to that. Its like a club that can hold 200 people, fire marshall will not allow 220 people in the building due to safety. Same here if you can only run will a million people on the network then you shouldnt accept 5 million. and expect to keep the ad saying 25mb/s.
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Timothy Apjok

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I had issues getting any download speeds with mine the day that it was hooked up. I called them and fussed with it for hours until I found out that if I hooked up directly it worked fine. I found with mine that it was my personal router that was the issue. I don't know why, but after I did a factory reset on my personal router and ran through the setup again, my speeds increased and I now get exactly what I am supposed to every time I test it. Obviously if you are using the built in router that that is probably not your issue, but they didn't recommend this to me on the phone, I found it on my own, so I figured I toss this at you in case you were having the issue I had.
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Jim16

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The built in Wi-Fi has been known to not work very well.  Use an Ethernet connection if you are not doing so.  And does EVERYONE that comes here and rants have a personal lawyer?   "Ill talk to my lawyer and see.."  that should tell you something about these people who seem to always have problems.
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Timothy Apjok

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Also, could be equipment failure?!? Call support, work with them to verify the issue. If I buy a new car and the motor blows up, I don't call my lawyer, I call the dealer first and try to work through it first. But if you are posting here, your issue can't be too bad. This is a FORUM, not tech support or customer service. I would bet that if you call them you will find your issue without calling a lawyer.
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Wendy Gilbert

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I have the same problem but I don't see how I could have gone over 150 gigs when all I do is buffer. I have already told them I know what the problem is. My dish is directly under the eve of my house pointed at the house and all I get told is you gotta wait til the next billing cycle and call back then and we might see what we can do. I guess I am paying $150 for a line of b.s.
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Jim16

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Wendy, click on this link    http://192.168.100.1/?page=modemStatus    and tell us what your Rx SNR  and Cable Attenuation is.
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Wendy Gilbert

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9.5 and 0
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Steve Frederick, Champion

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Wendy, those numbers are excellent. here is no problem with how your dish is mounted and aligned.
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Wendy Gilbert

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Then why is my internet so slow? A 30 minute show will take approx 4 hours(no lie) and that is just one person trying to use the internet and all other WiFi devices turned off
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Old Labs

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As fellow customers we really can't tell you that without further information; but have you actually exceeded your priority data allotment by checking your account online? That would yield slow speeds during peak hours (prime time) but they should be reasonable during non peak hours (assuming you're on an unlimited plan a hard capped plan).

Also have you tried Jim16's suggestion above?  Specifically try using a wired connection rather than a wireless connection. There have been some reports of poor WiFi performance on that device - verifying with a wired connection would help to rule out that possibility.  

Barring that an email to viasatlistens@viasat.com as noted by Brad (an actual employee) may yield some insight.
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Wendy Gilbert

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I have hard wired and still nothing different. Also between 3am and 6am when it is supposed to be normal fast speeds I get nothing. At my old house the service was perfect. But ever since day one it has been beyond bad here.
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Grumpyoldman

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Wendy, go back to 192.168.100.1 you should see a signal strength of somewhere in the area of -20 to -30 dbm. Low signal strength will cause poor speed too.  My system starts to slow down at about -32dbm and at -35dbm it dies. If you don't see a good signal that's more than likely the cause of the slow speed.
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Fred L

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When I established service with Excede last spring, I was informed that when I had used my available high speed data, I would still be given service that would not be slower than 2 meg/sec. (2 to 5 is what they claimed).

Now suddenly I am getting speeds as slow as dial up, and Excede customer service claims that no such guarantees were ever made.

Has anyone else encountered this problem?

It would seem that not only has Excede voided their contract, they are open to charges of fraud in court.


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Jim16

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Here we go again. Another wanabe laywer.
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J&J

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Maybe we should post a link showing what happened to the last lawyer that showed up here?
She played You Can't Win and sure enough, she lost.
 
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Timothy Apjok

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I've talked to many people on Hughes and have not found anyone who is "satisfied" with them (friends, relatives and customers.) I'm not saying they are better or worse, but it is the main reason I returned to Exede. I was with them when Wildblue first came out and was very happy with them and still today I like my service. I completely understand the 44k miles that everything I do has to travel just to reach it's destination, so I don't mind the slight delay I get. My only issue is the price and data caps, but again, the technology is amazing.
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J&J

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How refreshing to see someone here that doesn't have a bad word to say about Viasat.  Keep the faith...  Viasat-2 is in place and anticipated to start work in about 5 weeks.  Viasat is being tight-lipped about plans but has given hints about what we can expect, even so bold to say data caps will be so high the regular person won't reach it even when streaming... a lot, (only true download abusers will).

It only gets better from there.  The first 2 Viasat-3 satellites are being built now.  I've seen reports that all 3 are , but I'm not sure about the #3 one.  Ponder this:  in 2020, just 2 years from now Viasat will own 75% of the planet's orbital satellite delivery systems.  Can Viasat-2 combined with Viasat-1 get "booked to the max" in 2 years??  Not likely, so congestion is probably really a thing of the past in just over a month.  ;o)
 
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Dan White

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If people come to visat after having cable or have a really small data plans with visat they usually are not to happy.  But if you live out in the boonies and come from dial up or cell phone hot spot and upgrade to a freedom plan or unlimited plan most are quite happy.  I know I am.  As for service I only had to call once after a bad cable connection and the lady I talked to could not have been nicer and gave me a two week credit for the time I was without internet.
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Suzy Evans

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Well I’ve had Viastat for 1 month and it hasn’t worked right from the beginning! And I live in a very rural area! I’m about ready to not waste my money on another month of crappy service! Guess my area is not ready for streaming yet!
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Stephen Rice, Champion

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I'm pumping Viasat because I have stock in the company.
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J&J

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You're shameless, but honest.
 
I have to keep my investment status at Viasat a secret.  Can't have some lawyer coming here claiming I have a vested interest in bad-dogging posters that make outlandish accusations against Viasat.
 
 
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Stephen Rice, Champion

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My real money is tied up in a Fidelity mutual fund. I'm at 35% for the year.
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Stephen Rice, Champion

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Correction. I'm at 36% interest for the year.
Most of my money is tied up in FGCKX.