Bad service last 7-10 days

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  • Updated 1 year ago
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  • (Edited)
My service is normally SLOW and I REFUSE to pay for more data at these speeds so I "suffer" the last week or so of my cycle in restriction.  Ive been through this for almost a year now since my restricted speeds arent much slower than "normal" and its never really made a difference or been that much of a problem.

Now I cant do ANYTHING online!  NOTHING!  Pages load, partially then "freeze" and connection is lost.   I sit here on Facebook and my chat keeps going in and out, in and out.  I scroll through 7 or 8 posts on my FB news feed to find nothing beyond that has loaded and its all blank posts.

My "free zone" 12AM to 5AM doesnt get much faster IF I have internet at all!  I still have difficulty online.  I mix myself a drink after midnight and relax to jam some Youtube videos on my home theater and within minutes I am getting messages that connection is lost and I am "signed out" of Youtube and PSN.  Sometimes for the rest of the night.  A few nights ago I watched ONE VIDEO and that was it!  No more internet the rest of the night.

I am not new to satellite, or Exede.  I am quite familiar with weather and maintenance outages.  However displeased I may be, I am sadly accustomed to the normally slow speeds and going into restriction. but so far this month has been RIDICULOUS!   I have never, ever, EVER seen it this bad!

It was "abnormally" slow before my restriction.  Under restriction it is almost completely unusable, many times even in my "free zone".  THIS IS NOT NORMAL!   My data resets in 41  hours and I SERIOUSLY HOPE this problem does not persist!

WHATS THE DEAL?

Note to Exede:  Quit pressuring me to purchase more data!  I dropped to the lowest plan ON PURPOSE just to "have internet".  I REFUSE to pay for more data at these ridiculously slow speeds!  I could care less about your "up to" disclaimer, but Im sorry if I feel 1Mbps and below during peak usage is not "providing me with internet access" that I am paying you for.   Forget all your "claims" and "disclaimers" when you can provide me USABLE internet access, when I choose to use it I will gladly pay for a higher data package.
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Ron Frank

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Posted 1 year ago

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Bev, Champion

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Sorry Ron but if you are unwilling to troubleshoot, or make sure you are NOT in data restriction there is nothing we can do. Now if you would like to troubleshoot slow speeds when you are not is restriction and, those slow speeds are more than just during peak hours, which is due to congestion. You may call 855-463-9333 or email your request, account and, contact information to exedelistens@viasat.com.
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Diana, Viasat Employee

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Hi Ron,  We would love to work with you to determine what is causing your slow speed. If this is not due to congestion, we have several options available to try to isolate your issue.  There are so many issues that can cause slow speeds. Thanks.
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Ron Frank

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PLEASE!  I said I am not new to this!  I went through almost 2 YEARS of "troubleshooting" and it was the SAME THING every time.  Call Exede and be told its on MY end and they are sending a tech out.  Tech comes out and finds NOTHING WRONG on my end and blames it on "congestion".  This was almost EVERY MONTH sometimes multiple times a month.  I have already been told I am in the most congested region, on the most congested beam, and "things will improve when Viasat 2 is operational"  Thats why I gave up and dropped to the lowest data package.   IM STILL HERE!   IM STILL WAITING!  IM STILL A  PAYING CUSTOMER ... FOR NOW!

The point is restricted or not I have NEVER not been able to access the internet like I have this month.  I know "slow" and I know "REAL SLOW" but when pages that once took a long time to load are now not loading fully or loading at all it is not "typical".  Combined with my internet going in and out at random the way it is has me puzzled.  As I stated I HOPE this problem doesnt persist Thursday when my data restores, but if it does I WILL be on the phone, and I will NOT be happy.

I was just curious if others were experiencing a similar issue.

BTW ... I probably would have dumped the service if I hadnt had a few years of service I was VERY pleased with!  I even installed Exede voice right before things went downhill.  It was good once, and I was very happy once.  I keep hanging on waiting for those days to return.
(Edited)
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Diana, Viasat Employee

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Ron,  If you decide you want some assistance. please email us. As I said before, we will be glad to try to identify what your issue. 
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VeteranSatUser, Champion

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Being over the cap on our beam has to be a killer, as even uncapped I don't see the greatest speeds during primetime. I think the lowest uncapped speed I ever recorded on our beam was 53Kbps. Think about that one!
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Ron Frank

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Dont need to think about it.  Last night restricted we were 0.3 Mbps  The lowest we have seen and still had connection was 0.18 Mbps   Unrestricted we regularly see speeds below 1 Mbps during "peak" hours.  Its so bad here I can tell when the kids get home from school.  No school FORGET IT!  At least in summer they are outside, but cold or rain they are all indoors online.   FORGET Christmas!  We gave up even trying to compete with all the new devices Santa brought!

THAT is why I dropped to the lowest plan.  I cant see paying for more data when "restricted speeds" are our norm.   Wife and I are night owls so our plan with the "free zone" 12AM to 5AM is a life saver  But this month even that is very slow and spotty.

My biggest peeve is that they "claim" our SPEED drops during restriction.  I cant help but feel they are actually choking our data.  Its awful funny I can watch a Youtube video at 0.3 Mbps unrestricted, but at the same speed when restricted I have trouble opening an email.
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VeteranSatUser, Champion

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53Kbps is 6 times slower than 0.3Mbps. Yes I have seen uncapped speeds often around 0.3. I just deal with it because until the new satellite not a lot can change.

And you are right about the holidays. Speeds becone even worse that time of year. Unfortunately, Viasat-2 won't hit in time for this Christmas.
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Ron Frank

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Sorry dont know what I was thinking.  I KNOW SLOW!  We have also seen readings in the Kb range, thats when we simply walk away from the computer.  As for my internet problem ... it is now 12PM on Thursday, my data has reset.  The change is unreal!  Things are loading ... fast.   Waiting on the wife to run diagnostics etc.

I must say I am a tad bit IRATE.  They restrict speed and data but this time my connection literally was going in and out like a pendulum.  Some programs were alerting me regularly "connection lost" every few minutes then "signing in" a couple minutes later.  Try to open a page and it would simply "freeze", go back to Facebook and watch for chat to connect again and attempt to open the page again.  Sometimes it took up to 4 or 5 attempts.

They insist a "restriction" will not affect Exede Voice, yet this time my phone was also going in and out.

I will see how the day goes.  So far, so good, but in a couple hours when school lets out I will see if my connection starts fluctuating again.

Getting so freakin sick of this!  Viasat 2 cant come fast enough!  I swear the ONLY reason I am still with Exede is the years I was extremely happy with them before this congestion issue became what it is.  Oh, and my utter disgust for the "other" satellite internet provider we had before Exede.
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Bev, Champion

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Ron, I suspect there might have been a minor system glitch about the 10th of this month. I was in Liberty Pass then, and for one day, I believe the 10th, my Exede voice was malfunctioning. Internet was fine but, even though I had dial tone and could receive calls and, people could hear me, I could not hear them. That corrected itself about 6 PM the same day (Central time) so, I assume something was going on with at least slowed accounts and, Exede Voice that got fixed that day. Might be what got you.

NOTE: I did not report any problem that day, I checked everything I could and all looked well here so, I waited to see if it got resolved in a few hours and, it did.
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Colleen Carr

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I've had the same problem but I don't have time or energy to research it. I'm just trying to hang on for Via 2 and pray I don't lose my job since I can't load web pages in a timely manner
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Brad, Viasat Employee

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well that sounds like something certainly worth putting the time and energy into looking at since it's job-related but all the same you can email us at exedelistens@viasat.com  and we can see if we can find anything on our end