My speed is super slow

  • 2
  • Problem
  • Updated 1 year ago
  • Acknowledged
I would like to submit a slow speed complaint. At 11:43am this morning my speeds were testing at 0.6mbps download and 0.71mbps upload. As of now, 8:17pm, my upload is at 0.24mbps and upload is 0.68. Some sites are loading slowly and others do not finish loading unless I refresh them multiple times.

I am aware of the basic troubleshooting such as clearing my cache, rebooting, etc, and this has not been improving my speeds. I have been experiencing extremely slow speeds for the past few weeks, and the speeds are only as advertised in the very early morning.

I am also aware that more priority data is available to purchase, however, I find it way too expensive for what little it provides. I am also aware that there are data plans with slightly more priority data available. I cannot justify the extra $20-$30 a month when not even the most expensive of these plans can meet my needs as an Exede customer, whether or not I could afford it.

Liberty pass speeds are advertised at 1-5mb download speed, however it's far from uncommon to not be able to reach 1. It falls on Exede to improve this service to meet the needs of your customers, and for the past few weeks, mine have not been met. I have received many tips, none of which are news to me, on how to extend my priority data, but even on the most expensive plan, this would not meet my needs as an Exede customer. I'm practically being asked to not use the internet I'm paying for. This is not a solution.

We need Exede to step up and provide a data plan that is fair and affordable, or to provide faster access on the liberty pass than I am currently getting.
Photo of Myst

Myst

  • 3 Posts
  • 1 Reply Like
  • frustrated

Posted 1 year ago

  • 2
Photo of Bev

Bev, Champion

  • 3076 Posts
  • 1291 Reply Likes
Hi Myst, first try some basic trouble shooting: http://help.exede.net/articles/General/Troubleshooting-connectivity-No-connection-to-Exede-network

Once you have done that, if your speeds are not a bit better during OFF PEAK (Morning to mid afternoon) please contact Exede for further assistance. https://www.exede.com/contact-us-exede/  You may also email your account information and, a brief description of your speed issues to exedelistens@viasat.com and, one of the moderators here will help you.
Photo of Janella Hendon

Janella Hendon

  • 17 Posts
  • 0 Reply Likes
Speed too slow to even contact excede!
Photo of Bev

Bev, Champion

  • 3076 Posts
  • 1291 Reply Likes
Janella, if there is no weather in your area that could cause that, you can reach support at 855-463-9333.
Photo of Myst

Myst

  • 3 Posts
  • 1 Reply Like
I have already tried contacting Exede about this for the past few weeks, and the only thing they've done apart from copy paste basic troubleshooting steps and data plans is send me here >.< I've done all I can from my end, now it's up to Exede to improve their service.
(Edited)
Photo of Bev

Bev, Champion

  • 3076 Posts
  • 1291 Reply Likes
Myst, improvements are in the works, Viasat-2  will bring improvements for all of us, even if we don't move to the new satellite, it will reduce the workload on Viasat-1 and, decongest the beams a good bit for those of us that stay here.


Sometime early next year, Viasat-2 should be providing service, if all goes well with it.
(Edited)
Photo of Myst

Myst

  • 3 Posts
  • 1 Reply Like
eesh that's a long way away, but that would be great. Looking forward to it.
Photo of Bev

Bev, Champion

  • 3076 Posts
  • 1291 Reply Likes
Yeah, Viasat-2 has been launched and, it is working it's way into it's final orbit, then it will have to be tested and, get everything online with it before it can provide service. That takes a few months. For any other ISP, adding capacity isn't rocket science but, in this case, it actually is rocket science.