My communication with Exede regarding slow speeds

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  • Updated 1 year ago
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If you read this, please take a screenshot of it. I have a feeling it will be deleted at some point. This is a message I sent exede and I just wanted to document it here to see if they actually respond and help me out. After all their reps constantly ask us on the forums to send them emails for support and they almost never respond with a solution.

"I've been contacting you guys about slow speeds off-peak and during peak hours. The service I pay for advertises up to 25Mbps boost. I get less than 25% of that speed off peak and during peak hours I get 1Mbps or less. I have gone through the restarting modem process several times, but it never improves the issue. Today my modem disconnected from the service completely and I had to power cycle again. We take turns only allowing one device to actually use the Internet at any giving time, but it does not help. I would like a refund or credit for the last month of my service. It would be a gesture of good will and would, at least temporarily, retain me as a customer. The only answer I get in regards to the slow speeds are network congestion and that there is a network upgrade coming in the next few weeks. You've locked your customers in two year contracts and failed to provide the service you advertise. This is unethical (misrepresentation). Please give serious consideration to both my request for a refund or credit and providing a remedy for the inadequate delivery of your service."
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Pipe Pistoleer

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Posted 1 year ago

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HMC1940

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I hate to say this but does sound like congestion to me.  Before I got Exede I had Wildblue and that got congested. It was very slow and couldn't do very much. So went to Exede and so far really good. Have been on it for several years now.
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Carie Wynn

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exede is wildblue!
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Steve Frederick, Champion

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Wildblue was the original satellite provider. It was later purchased by ViaSat, and in 2012 ViaSat launched a new satellite, much faster and of higher capacity than the old Wildblue Satellites. The new service was branded Exede. There are still some areas of the USA being served by the original Wildblue satellites, but with much slower speeds than ViaSat1 provides. I was on Wildblue from April 2008 until April 2012 when I upgraded to Exede. On the Wildblue Legacy, my speeds were "Up to" 1 Mbps, but as Helen stated, in the last few years on Wildblue, my speeds rarely reached 500 Kbps due to heavy traffic on their network.
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Pipe Pistoleer

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Not my problem.
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Jim16, Champion

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"advertises up to 25Mbps boost".
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brella

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Have you checked into WISP? Wireless internet service provider. That might be the way to go if available in your area. The one here has no caps.
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Judy Gillispie

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We had Freedom plan and paid $109 for unlimited.  I wasn't using much of the data .  Dec. 26th Excede went out and they weren't going to send someone until Jan. 6.  I became angry and cancelled service.  I called dish who provides our tv service and who also have internet.  Now dish has Hughes ...very slow and you have to buy tokens.  I called Excede back and reactivated my service to find out that Freedom is no longer and now I pay $159 a month for almost a Hughes like service.  What a burn.  We live 15 miles north of Brookings Oregon and can't get cable yet.  This was a real awakening coming from San Diego where Cox provides everything to having to have dish for tv, Verizon for home phone and cell (AT&T) does work here, and Excede for internet....What a expense.  But the beauty of this area is worth it.

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Jim16, Champion

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"Now dish has Hughes ...very slow and you have to buy tokens."  Can you tells us more about the tokens Judy?
(Edited)
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GabeU, Champion

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Tokens are blocks of data.  They just call them tokens.  You can buy them in values from 500MB to 6GB.  You can buy them any time and bank them up for later, but most people buy them if and when they run out of data.  
(Edited)
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brella

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I just went from dish to exede. There were no tokens. I can't tell the difference. My exede speeds are what I got when I ran out of data on dishnet. I should have stayed. At least I wasn't under a contract.
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Diana, Viasat Employee

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Hello Pipe,  When did you send an email to us? If we received it, we will respond in 24-48 hours. Thanks
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Pipe Pistoleer

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Yep four days later sounds about right with irrelevant information or requesting me to call in. I sent the request today (again).
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Pipe Pistoleer

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Tonight I saw speeds of 2.48Mbps for a second before they dropped down to .5Mbps. Lovely.
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Pipe Pistoleer

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ggg rt

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.27 for me
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brella

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.8-1.5mbps today
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Don Anderson Sr.

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Yep! yep! yep! yep! etc.
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Deku, Champion

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this is what i usually get :3 yay for me :3





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GabeU, Champion

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Is that upload speed normal for you?  

BTW, no, you aren't losing your mind.  I deleted my other post as I decided it wasn't appropriate.   
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Deku, Champion

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well sometimes but it usually stays about... 8 mbps to 12 mbps and it usually stays like that :3 also its pretty normal for me :3 but usually when its at peek hours it goes from that to 4 to 5 mbps and also upload speed is like 1 to 2 mbps when its peek hours. then it returns to normal during the night like after... 10pm or 11pm or maybe 12pm :3
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Dan White

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Hi - Tirzy, I was wondering what beam you were on. I am on 305 with the Freedom 25/150 plan for about 3 weeks. My download speeds varies greatly from less then 1mbps to 29 mbps. Most of the time it is about 2 to 6. I see you have been posting for a while and wondering if this is in the norm for the Freedom plan as I was expecting at least 12 mbps.

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Deku, Champion

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ummm imma on beam 309 and i DONT have the wifi booster one with the router built in it. i have my modem AND my OWN router that i plug in via Ethernet cord. and also with the wifi booster one it goes to 25 mbps. BUT!!! since imma ONLY onto the regular 150gbs plan (again this is WITHOUT the wifi booster) and i only get about... 12mbps upload AND maybe 3 to 5 mbps download. BUT that is only an estimate. sometimes the highest itll go was about... close to 16mbps. but yeah imma onto the regular freedom plan NOT the freedom plan booster or whatever you call it... imma just onto the regular 12mbps :3
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Deku, Champion

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and this is what i usually get also. before it goes into peek hour and at night time also. and sometimes the weekend also :3
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ggg rt

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Lucky you,congrats. Send me some of that speed.
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Pipe Pistoleer

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I'm peaking at 1.8Mbps tonight.
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Pipe Pistoleer

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I actually was able to get through to a helpful rep today. They gave me a discount for the next 6-months and told me they were launching a satellite. Finally! Some sort of proactive response. Doesn't help my speeds, but definitely will cause me to give thought to waiting until this other satellite goes up to make any rash decisions. All I wanted was someone to recognize the issue was a real one and not, like some of these other people say, an expectation that was "too high". One crazy fella on this community forum told me that he limits his network adapter at 0.15Mbps and those speeds are "just fine" for what he does on the internet. He must be operating either in the past when pages were mostly text and low-res images, or in the future when they've somehow figured out how to provide more content using less storage and bandwidth. Or he's using the original Netscape browser and viewing the same cached version of pages from 1995 (that would be both sad and hilarious).
(Edited)
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Grumpyoldman

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I've been hearing about that bird for over a year now.  I'll believe it when I see it.
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brella

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brella

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My results from tonight.
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Grumpyoldman

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It's strange that the upload is ALWAYS faster than the download.  Also the upload is pretty much in the ball park (a couple low).
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Judge and Jury

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You don't think ViaSat would pinch their residential customers to make up for the shortfall of bandwidth on ViaSat-1....  would they??

Here is a short video of ViaSat telling us things couldn't be better.
https://www.youtube.com/watch?v=pIdn5RmUwWs&feature=youtu.be
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brella

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I'll watch it around 4 tomorrow morning. Right now my speed is too slow.
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Judge and Jury

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Connection too slow??  Then this is a real "must see" for you.
BTW for a really sobering experience for those with speed troubles,visit
https://www.viasat.com/ and look at the various links that will give you a warm fuzzy feeling inside (that would be you about to vomit).
Warning:  lots of videos, probably blocked for those with the Evolution plan. (Hey, can't have you see what you're missing eh?)

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