Archived and Closed
This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: tired
Now yes I am on Liberty Pass and I understand and know what that is like. That being said, I also know of at least two others that started to have problems around the same time I did yesterday and whose service was corrected about the same time I did yesterday so I do not think this is due to being on the Liberty Pass, nor do I believe it is due to the other issues I am experience as the other two users I know of did not have any equipment problems to my knowledge.
So here it is around 6:00 PM and Packet Loss and Throughput indicators are Red (checked as I noted performance - and by that I mean the way pages were working and loading - was not normal even for being on the Liberty Pass.
So I spoke to someone who seemed to indicate that it may be (and by may be, it seems that the indication was very much an indication or actually is) likely Exede is doing some upgrades and work on the system somewhere that is causing these problems.
So to make this shorter than my normal posts.
If you are on Beam 329 and sign into the MyEsvt site, do you see indications of problems or is it just me?
Are you experiencing problems this evening (and yesterday) with the service in the 329 Beam?
Has anyone called support and gotten any confirmation that there is work being performed or other problems?
Love to hear back from you.
Screenshot for your viewing pleasure (note this only started both yesterday and today in the evenings):
So, if you are having similar issues as described above, or see the same problems I am seeing this evening, please call customer care and go to support and report the issue. One person does not an escalation make. Three or more and the support will see there is an issue (if there is one). I may be the only one seeing this, however based on my conversations today and how things started yesterday and are once again progressing down the same avenue today it seems that others may have the same issues again this evening.
On another interesting note, I decided to test my theory that every time I see issues like this I also see different plans appear on our beam. So I checked the main site and still just see Liberty as the option may be available. Now though if I sign into my.exede.net I see all of the below as being options:
exede12 - 10 w/ LN Free Zone (12:00 AM to 5:00 AM)
exede12 - 15 w/ LN Free Zone (12:00 AM to 5:00 AM)
exede12 - 25 w/ LN Free Zone (12:00 AM to 5:00 AM)
Anyway - please post a response if you are having similar issues. Last time we went through the process it took several months and many others getting involved to get it resolved. In this instance I hope it is not affecting everyone, but if it is, let's get it documented sooner than later.
Initially I spoke with a Tier 1 representative and he did some basic troubleshooting and then passed me on to Tier 2. Tier 2 had me restart the modem again. Did a few things and presto amazo - internet started working.
Being the ever inquisitive person I was, I kept pushing for what he did and what was going on. He explained to me that once a user goes on Liberty Pass on occasion when the modem tries to enter the network, it can get stuck in some sort of Limbo that can cause these types of issues, The fix - add a GB to the account and reboot the modem. This seems to reset things and get it working again. The fix may not be the same for all situations, but it worked for mine.
Now the question is once the GB added runs out will I end back up in the same situation again? I don't know the answer to that question. Seems odd that the issue also seems to occur between 4:00 PM and 2:00 AM (at least for the last two days) which is the same time that Exede says to expect slow speeds.
Is exede trying to implement a new algorithm that ensures Pass users get place into lower priority queues (expected and understoon) during this time but the process is possibly causing users to get stuck in the situation I was in wherein instead of slow service, they get no service?
Only time will tell. Now hopefully between the service call on Monday and what was done by Tier 2 tonight this will get straightened out. He also told me that any service representative can perform this same procedure. I have spent at least 2 hours on the phone with support, disconnected twice, and finally on the non easy care number I get resolution.
At least now I know what to ask for. Another question is why I could get to Tier 2 support today at this hour, but could not yesterday?
Anyway - I appreciate Exede support getting this worked out, but I don't think the issue is fully resolved yet. That will be known once I used the new data and go back to the Pass and see if it occurs again. If so, then something is going on with Exede and the way they are handling Liberty Pass users during these problem times (my supposition, not a fact).
Please continue to post as you have problems. The more documented the better!
We are on Exede Business which means we don't slow down for data overages ever. So it's not a bandwidth usage issue for sure. We have different tech support as well. We haven't started a ticket yet, but we will soon once back in the office.
We thought this might be our router, but no question there's a problem ongoing at Exede after reading these threads.
Are the others that were having similar issues (Billy Flynn, slowBill) working better this evening? One question, how far over on the Priority Data are you? When they added GB to my plan via the support call, it reset my usage so I lost the used percentage I was over previously. I am wondering if you are still having problems what order of magnitude over your Priority Data are you? I don't think that would have much to do with this since we all seemed to start having problems around the same date / time, but it is worth a look. For instance if we were all say, 300 percent over our usage then maybe it is a combination of the changes Exede may or may not have made (no word yet on that) and the amount over priority data we are.
I hope good service continues through the evening. Also hope to hear back from Exede regarding any of the posts put up so far. Hopefully some point on Monday an Exede rep can chime in or I will get a reply back from my email to firstname.lastname@example.org.
Please post if you have gotten anything from your troubleshooting or contacts with Exede.
Had somewhere to be this evening. Just got back. Everything working fine still. Getting expected 1-5 Mbps (Actually about 1 - 2 Mbps but it is evening). For the purpose of trying to figure out what is going on I restarted the modem via ESVT (noted that the Brownout Mode Enabled was YES). Upon restart, I had connectivity, however throughput and packet loss were red. Throughput eventually went to Green and Packet Loss to Yellow. Started to test things out. Not working so good. So I power cycled the modem. Worse. Now I cannot get on the internet at all. Modem page shows connected, but getting DNS Resolution errors and pings timing out.
Call support. Unplugged modem. Disconnected router. Plugged modem back in. Hooked computer straight to the modem. Modem status page comes up. Watched it go through to the point of DHCP on the modem status page, then it started again Ranging, Ranged, Synced, started process again. Ranging, started process again, Ranging, Ranged, Synched, DCHP, started process again.
Now when I say it started the process again, it was always the modem doing this, not interaction on my part and modem did not appear to actually reboot, just kept trying to go through the initialization process over and over. Representative then proceeded to tell me that since I had used so much data it was causing the modem to have problems and I needed a higher data plan.
I explained that even if I did not get even the 1 Mpbs speeds I should be able to at least browse the internet no matter how much data I used - ESPECIALLY WHEN ONCE AGAIN NO CONGESTION ON THE NETWORK. She said I had used so much data that the modem was having issues.
I then requested Tier 2 support - who is closed. I thanked her and said I would call Tier 2 support tomorrow. Meanwhile I power cycled the modem once or twice more and wouldn't you know it. I am back online.
So now let me breakdown what I think is going on (note this is pure conjecture again as I still have not gotten a response on this thread or from my email to Exede).
Based on what I am seeing and experiencing along with the fact that after restarting over and over again I ended up with a working connection, If you restart your modem enough you probably end back up on a carrier in the Beam that is not having problems while some of the others are. I would take a guess it is a provisioning or programming issue and probably relates to something changed on the Beam (plan offerings again perhaps) on or around 4.20.2016 or 4.21.2016. I cannot say for certain this is the case, but I suspect that is what is going on.
I am hoping that someone from Exede is monitoring this thread and that one of the engineers can elaborate further on what might be going on. I would really love some explanation here for everyone who is seeing these same issues.
This morning, packet loss still showing red. Restarted the modem.and packet loss is still yellow - so something is still wrong. So now, we can again say every night for me since 4.21.2016 and Billy you say from 4.20.2016 we have seen our Liberty Pass service go from usable to not usable. Packet Loss and Throughput indicators show red or yellow and the congestion is usually green for me.
The explanation I received from Tier 2 on Friday night when I called and could actually get hold of someone was that when in Liberty Pass mode, sometimes the modem if restarted will get into some sort of Limbo and have problems.
The explanation I received from Tier 1 last night was that I had used 6x my Priority Data allocation and that was causing my modem to have problems. I tried to express that even if I was 12x my priority data allocation, I should still be able to browse the internet.
Additionally I am absolutely sick and tired of the Level 1 support trying to tell me I need a new data plan to fix this. When I was on the Classic Plan and had downloads scheduled between 12:00 AM and 5:00 AM every night I know I was using way more data than I am now. Keep in mind, I am not asking for super fast speeds, I am asking for being able to browse the internet and do "light" streaming of video at SD lowest quality on a single device. Heck, when the issues are occurring I cannot eve resolve a DNS name by typing "ping www.google.com". I literally have no internet at all. Enough reboots and I can kind of get a connection. Add prioirty data either by Tier 2 or by buying more as Billy did and magically it all works - which means this is an internal systems issue with the provisioning and traffic management at Exede that is cutting off or degrading the connection quality (note I am not saying speed, I am saying connection quality - i.e. - packet loss and no connectivity even though the modem says it is on). The problem is if I use 40 GB in two weeks and this issue occurs as soon as I am in Pass Mode, what does it matter if I have 10 GB or 30 GB plan? It doesn't. Once I am in pass mode it seems this occurs. I have seen instances for people using several hundred GB in Liberty Pass and still work just fine. So stop telling me I need a higher data plan, and stop telling me that using too much data will cause the modem to have issue.
Exede representatives over and over in these forums indicated that "heavier users of Liberty Pass may see slower speeds". I asked for a definition of what heavier users were and never got a good response. I asked at what point does the Liberty Pass users data usage cause them to get to a point where they are slowed to a point it won't work. I did not get a good response. The website seems to indicate the only limitation on the Liberty Pass is the speed of the data, not the amount of data. I find extremely interesting that in the policies the 5:00 PM to 2:00 AM (or something like that) is referenced - maybe it is 3:00 PM to 5:00 PM) for pass users to see slower speeds and now we are having issues on the Liberty Pass during those hours (and after until we restart our modems). The empirical evidence points to an implementation on Exede's end whether intentional or not of something that is causing Liberty Pass users (maybe others as well) problems with even getting basic connectivity during this time period.
I do have a service call on Monday - do I think these problems are directly related, well no. I do have a cabling / tria problem but that has been going on for quite a while. This just started and to further point this is more than just something on my equipment, others are having the same issue both those that post to this forum and those that do not that I have spoken with in real life. All seem ti indicate it starting about the same time.
Still no response from email@example.com and interestingly also no response to this thread from anyone at Exede yet.
Please, Exede tell us what is going on and why this is occurring. Also, telling us to call when this is occurring is not always a good option as three times I have called in while it was occurring, Tier 2 is closed. In the morning the issues are usually better, so we need to be able to reach Tier 2 during the problematic hours. Kind of a catch 22 situation going on here.
Users having issues may want to also check the https://www.wildblueworld.com/forum/showthread.php?9833-Beam-329-Echoes-of-Problems-Past-Returning as that forum also is monitored and usually has some rather good technical folks there.
Keep posting your issues, findings, discussions, thoughts, theories, etc. All of this will hopefully either get us an explanation or help Exede track down the problem.
Packet Loss stats:
Ping statistics for 188.8.131.52: Packets: Sent = 332, Received = 318, Lost = 14 (4% loss),
Approximate round trip times in milli-seconds:
Minimum = 564ms, Maximum = 3929ms, Average = 823ms
This is from just a second ago. While this may not seem like a lot, it is enough to cause downloads to time out and other issues.
I'd be fuming if this were me and a tech would be here to test and correct it ASAP. If the tech claimed all was well, I'd first want a second, more experienced, more thorough tech to come, then if still okay, time to discuss the gateway and my beam.
Ping statistics for 184.108.40.206:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 627ms, Maximum = 705ms, Average = 651ms
I am not fuming and a tech is scheduled to be here tomorrow evening. The reason for not fuming is that I know it is more than just me having this problem with service. I know from others posting on the forum and from speaking with others IRL who use the same Beam I doband are having the same problems. So the connectivity issue in and of itself is not limited to me ab d therefore it is unlikely an equipment problem causing the 5 PM to 2 AM issues.
W also go through the SLC gateway whcih has been consistently having problems the last few months. That being said so far in my support calls that is not supposedly an issue.
This issue we are seeing started and a rather specific and pinpoitable date and I suspect it was a change or a new problem on the Beam or gateway or something affecting not just our Beam but seems some others as well It seems to only affect those over Priority data. I cannot say it only affects Pass users but so far it seems that way except for one other that has posted as a business user he is seeing the same type symptoms.
I have this going on this morning but will be calling into Tier 2 again after lunch. I am still having these issues now which is outside of the 5 PM to 2 AM window.
I wish more folks with service were on this forum as I think it would help Exede recognize issues affecting more users than maybe are reported since Exede only considers it an issue if enough calls get escalated. That is why it is so important when you are having problems to call in and request an escalation if the TIER 1 can't help or if it is a repeated problem. I will be calling every night this occurs and posting results. Also now I know I have to call in before 8 PM MST to get to Tier 2. Unfortunately not everyone is able to do that.
I will keep this updated.
Honestly the only time we've ever gotten results is by calling the corporate offices of ViaSat in California. Once we did that the results were almost immediate. - Biz tech support is different than residential which is light years ahead. But I do remember the tech support on residential was like an endless black hole. Sadly.
For a bit over a week we get dropped every night, not just from streaming but everything. Unplug router and/or modem occasionally works. Exede stated we weren't getting a beam at all and scheduled a tech visit to realign the dish. Next day services was fine, that evening it was completely out again.
Tech guy came yesterday, put a new radio part in the dish, but he says we need to cut down 2 trees now as wind may cause a problem.
I have scheduled that but am leary it's the issue. The wind doesn't blow just in the evenings and the problem only tends to occur then. In fact I can generally connect no problem while watching the breeze in the trees during the day. If the issue is wind blowing the trees than unplugging the router and modem would rarely work.
However, I know exede and they won't look further than the trees if we don't top them. Although if it's not fixed soon I'll be canceling service.
I wanted to add that the tree issue is annoying as we already topped the one they told us too, when fully leafed. Now they are saying 2 others are interfering with the extra 10 degrees on the sides, although it's a big opening. Trees just don't stop blocking the beam when you unplug the modem...
Then we bought a new home a mile down the same road and Exede refused to let me keep the plan as they had discontinued it. I never knew they had discontinued it so had no way of knowing I would lose it.
I ended up with the liberty plan. I've had it less than a month and it's worse than when I had hughes.net! They assured me it was a better plan and like my previous one I'd be able to check email and Web pages.
So first it's that the dish needs alignment, then it's that we need to top more trees, except that if I don't use the router (purchases from their installer) I connected fine. If I restart modems and router it's often fine, for a short time.
At this point I'm about to cancel and they can eat their contract because they are not providing me with the consistent service I was promised. I have zero problem paying for additional data, but I won't do so when I'm being jerked around about what's causing the issue. Truth be told we're honestly discussing selling this house and moving so we don't have to deal with exede anymore because my work requires that I have access. I can guarantee I am no longer referring them.
So you can be as ticked as you want to be, it's irrelevant because that ability is *exactly* what Exede is using to sell the plan!
That we can't even view Web pages becomes a huge issue when promised streaming abilities.
This conversation is no longer open for comments or replies.
This conversation is no longer open for comments or replies.