Need help with slow speeds

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  • Updated 2 years ago
  • (Edited)
I had a what I thought was a simple problem. My computer speed is very slow. I called a Exede Rep. He starts asking me technical questions which I can not answer. So I ask to talk to a supervisor. I wait another ten minutes and he comes back on the line, realizing that I am not just going to go away. Now I have been waiting another ten minutes. I have now been on the phone for more than an hour.
I am assuming that who is ever on the other end of the line figures that I will just hang up and get out of there hair.
Then I get on line thinking that maybe I can get some customer service online. It sends me to three areas where I suppose to state my problem and get some help.
I refuse to pay someone for service only to waste my valuable time trying to get the service that I am paying for.
Yet there seems to be nothing for me to do, except grin and bare it. My intranet speed is extremely slow and I guess I am just stuck. I am so tired of hearing the waiting music and knowing that the fellow that I am help paying wages for is probably sitting at his desk laughing waiting for me to hang up.
Exede Please let me know how to handle this
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Bryan Chance

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Posted 2 years ago

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Bryan Chance

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Well my phone has been on your rep site for over one hour, the first thirty minutes trying to explain to your rep that I am and older guy that is not very technically strong. So I then as for a supervisor and I get put on hold until my cell phone finally die.
Why in the world would I be asked to pay for this type of service?
I am so frustrated.
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Brad, Viasat Employee

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Hi Bryan,

Sorry this isn't a live way to reach Exede. I can look into your internet speeds and maybe figure out what's causing the slow speeds for you. please email me at exedelistens@viasat.com and include your account information or a phone number tied to your account and I will be able to help you out. There could be a great deal of reasons why the speed is slow but some of the most common are: going over data, a router issue, a problem at the modem. Either way I can look at this for you
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Randall Clements

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My internet is extremely slow as well, I actually have to use t wait until I find a better solution.
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Todd Gardenhire

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So its plain and simple EXEDE LIES about the actual download speeds after you are on liberty pass. 
I was flat out told, after numerous questions about the fact, that i would indeed never see speeds slower than 1-5 mbps. 
EXEDE LIES to its customers to get them into a two year contract that you must pay to be released from.
Care to give a explanation exede?
I would have to figure your sales people would know what is going on and deliberately tell the customer these things...I SURE WAS!
Exede, how do you respond to this? I was lied to about the service you provide and i expect results!
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Pool Man

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 Yes Todd,

When I purchased this product 14 months ago, I was told that I would receive 150gb per month, and would never see speeds lower than .1 - 5 mps. Until 3 weeks ago, I never had speeds lower than .1 mps even on Liberty Pass, and it was tolerable.

Since Friday, I have been having speeds at .3 mps continuously. I have talked with at least 8 representatives over the last 2 weeks.
 
They told me everything from faulty equipment, to outages in my area. These liars talked me into buying the service program for $5.99 month for 3 months so a technician can come out, rather than paying $95 for a service call. That turned out to be a scam as well.

 The technician just came out Saturday, and changed the modem. When he left, I was at .3 mps still! He stated that it is not right and they are having problems with the server. I have had .3 speeds since Friday, and cannot even connect at times. He told me to call back Monday if the problem does not resolve.

I just got off the phone with supervisor, and they said it is because I went over my original plan, and that I have data restriction now that I am using Liberty Pass.  Until 3 weeks ago, I never had a problem. Why am I having a problem now???

 Answer:

Because they changed my plan in midstream, or more likely they overbooked their product, with the lies myself and other were told, overburdened the servers, and are too cheap to upgrade, and now we are stuck with dial up speed at $80 a month.

I am calling corporate tomorrow. These liars should not be able to get a way with this old "bait and switch" technique.

Todd, please keep me posted what you are going to do as well please.

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Christine Conrad, Champion

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The data policy clearly states that speeds on Liberty Pass may be slow, and during prime time, evenings, that they may be so slow that the use of the internet may be impeded. Exede is not trying to hide anything, before committing you should have done your research as to what you were signing up for.

http://www.exede.com/documents/master/data-allowance-policy.pdf

Exede Liberty.  If you are a subscriber to an Exede Liberty Plan and your Priority Data usage reaches 100% or more of your Priority Data allowance, we will alert you of this fact, offer you the option to purchase additional increments of Priority Data to use during the remainder of your monthly measurement period and provide you with the Liberty Pass for the remainder of your monthly measurement period for use after you have exhausted any additional increments of Priority Data you elected to purchase. Liberty Pass speeds will be slower than Priority Data speeds, do not support video streaming on multiple devices and may not support streaming of high definition video. In addition, heavier users of Liberty Pass may experience slower speeds than lighter users.  Liberty Pass speeds will vary based on the time of day and your geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:00 p.m.- 2:00 a.m. local time), which may greatly impair your ability to use the internet. Liberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which will likely cause Liberty Pass users to experience slower speeds during periods of congestion than subscribers who have not exceeded their monthly data allowance or usage threshold. For further information regarding ViaSat’s network management practices, please see our Network Management Policy here.
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Todd Gardenhire

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Well Christine, glad you got information from exede...I on the other hand did not receive anything from them at all, besides a bill and a 2 year contract!
And as far as that goes like i said above i was told i would never have speeds slower than 1-5mbps.
I had to call in just to even get the account number and the only way i found this sight was from doing a history search.
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Christine Conrad, Champion

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Todd, I didn't "receive" the information from Exede, but did the research by going to the Exede.com website.
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Pool Man

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Christine, I was lied to. No matter how much research one does when they're like to it doesn't matter
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Pool Man

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Christine

This is what I typed to Brad, Excede "troubleshooter" today. I am typing this to you so can see what the actual problem is. Please read if you will.

I just got off the phone with the Corporate office in Carlsbad. She states that "they are now reinforcing the Liberty Pass rule as of now, and to expect speeds as low as .2. The only good thing is that I had a decent product for over a year, until they "reinforced the new rule."

As I stated before, I was told that I would get 150 gb between 1 - 5 mps on Liberty Pass. Plain and simple, I was lied to by the salesman, and have nothing but headaches for the last 2 weeks, and from what corporate told me, this will be the norm.

She stated that best she an do is let me out of my contract.
I am not prepared to do that as of now, since we don't have a back up internet
company at this time. At least I got a decent product for about 14 months,
rather than the horror stories that I read previously on various
complaint websites about Excede internet. One website had over 560 complaints on your product.

Now Christine, what more than likely happened is they oversold their product out of greed, and now they have back pedaled saying that 'slower speeds will be the norm." Even if you watch the video, and look at their advertisements, it says 1 to 5 mps even during Liberty Pass. I remind you again that I have been with the company for over a year, and have recently had this problem.

Still frustrated,

Poolman









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Brad, Viasat Employee

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Hi Pool man,

 I'm glad that one of my colleagues here in the corporate office helped you and came to a resolution. Some customers may not have seen the enforcement immediately like you (It's a HUGE network and sometimes things like that happen until an update on our end fixes it) but it's always how Liberty was designed to work unfortunately. I understand the frustration but we're doing nothing wrong on our end. The product is doing as it should and works just as we clearly state on our website. The offer the agent made is all that can be done especially since yours sounded like a point of sale issue (had you emailed me I'd probably had come to the same resolution after talking about this with the agent you worked with).While it's not super-helpful now, we do anticipate big things with the launch of ViaSat 2 and then Viasat 3 shortly after that. We think the new satellites and major expansion of bandwidth will end a lot of grief with speeds, data, streaming but until it's in space and servicing our customers Liberty is one of our best plans we can offer. 

As for unhappy customers with bad reviews, of course online you're going to find a wealth of negative reviews on pretty much ANY TV/Internet/Phone provider as most people upset about a product will be more than happy to express frustration online (I've done it a handful of times myself, more recently with a travel agency that left me stranded abroad...I ended up coming home but I really let them have it online) Meanwhile most people satisfied with their service are less inclined to do so (guilty of that too). With 600,000 subscribers and growing plus several years of having our service available, it's impossible to not see negative reviews, just the nature of being an internet company. That's 100% why myself, Diana and Lindsey have a job here because we spend all day trying to reach out to those people to try to assist them in any way we can. 
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Rich Butler

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I finally have the option of terminating my contract without an early termination fee. Exede wasn't able to get my speeds up past 1-2 Gbps even when I still had plenty of priority data left. Exede claims that my beam is congested. When I joined Exede about a year ago, this was the selling point that Exede would NOT overload a beam. How can Exede still advertise 12 GBps?!? There's no truth in their advertising. Shame on Exede!
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Danielle Brennan

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The advertisements and the Exede website only say "up to 12 Mbps". It depends on the beam loading and network usage at any given point in time.