New Exede WiFi Modem Speed Is Very Slow

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  • Updated 2 years ago
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I received the new Exede wifi modem on the 20th and for 3 1/2 days my download speed has been well below the speed of my old modem.  I have tested the speed at various hours and the speed has been consistently below 10 Mbps on average and as low as 2 Mbps while rarely going above 20 Mbps.  With the old modem I was consistently above 12 Mbps.  For the first time in almost 3 years I am disappointed with Exede.

Does anyone else have the same problem with the new wifi modem download speed or have any suggestions?  I have tried everything I can think of.  I am starting to regret switching and messing up a good thing.

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Richard

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Posted 3 years ago

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Brad, Viasat Employee

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Hi Richard. We'd like to take a closer look at this for you to make sure there's nothing wrong with the setup or anything. Probably for the quickest way to do this, we'll have you call us at 855-463-9333 and we can test the modem speed and take a better look for you
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John Blount

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I have read something about the new exede router doing this. I am staying with my old modem and router! Never a problem with them. 
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Richard

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At this point (3 weeks today with the new Exede wifi modem/router) I would say "smart decision".
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Mindy Dunham Henkins

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I've had the same exact issues the last several months and I'm even paying more than I was before. I've mentioned this to customer service MANY times and they won't do anything about it.
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Leo George Jr

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Same issue here. I bought a new router and speeds tripled.
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Richard

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I contacted Exede this evening and they said they think there is something wrong with either my setup or equipment.  I explained that I have not had any problems for almost 3 years and had been 100 % satisfied until I connected the new wifi modem.  Switching back to the 12 Mbps Freedom plan and old modem was not an option even though that plan is still showing available on the Exede web site for my area.  They were gracious enough to waive the cost for a service technician to come out to look at my equipment and the CS rep was very courteous.  I just hope the service technician can come up with a solution to get me back to the great download speeds I had before switching plans. 
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Richard

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A service technician came out and installed a new wifi modem a week ago. Over the last week the speed at times will go up to 25 Mbps or more but also will go down to 15 Mbps or less to below 7 Mbps. The speeds on average are well below the 25 Mbps I'm supposed to be getting. So basically getting a second wifi modem installed made no difference in getting more consistent speeds in the 25 Mbps range.

See the post "Potential cause for wide variance with back to back speed tests??" by dcinia who is having the same problem as I am with speeds all over the place.

If anyone learns of a solution to solve this, please let me know. Otherwise, I need to call Exede CS again.


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JEP

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Yeah, I think the phrase "up to 25 Mbps" should not be interpreted as averaging 25 Mbps.  When the completion with other users is low, the modem is capable of that speed, and when congestion is in effect, I don't know if you can do better than the standard modem.
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dcinia

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Agree, I posted a similar question the other day in regards to back to back speed tests being far apart. I've got the same thing but range from 36Mps to 2Mps. Looking forward to your follow up.
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JEP

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If you are posting that large of variation in back to back speed tests using testmy.net and a test size of at least 12 MB, that seems a bit unusual.  I would suspect an equipment/configuration problem or that more than one device is sharing your Internet connection.  I have certainly seen variations of 22 Mbps to 0.5 Mbps during the course of a day, but not on back to back tests.
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Richard

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Speeds at various hours from 02/16 back to 02/13 1.95, 1.87, 9.05, 2.02, 16.54, 18.58, 1.92, 2.22, 2.45, 2.57, 2.51, 3.05, 4.28, 3.00, 3.52, 17.08, 5.72, 43.69, 29.02, 2.13
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Michael Peterson

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hell mine keeps asking to be installed   even with a tect on the phone   can get it done  why????
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Jerry Snow

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I have similar issues, didn't know we can't switch back.  I'll have a tech come out as well. 
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Bev, Champion

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Okay, now that I have one of the Wifi Modems, and just had a service call 2 weeks ago that replaced my dish, TRIA and, cables and, I just got the WiFi modem this morning, it's off peak hours here and, the speed difference staggers me. Something is up, it isn't just an isolated problem I don't think. (Just documenting this for Viasat, not bothered by it.)

My computer, hard wired to the modem - Fantastic.


Same computer a minute later on WiFi - UGH, kill me now.


Cell phone on WiFi - Ugh but passable.
(Edited)
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Old Labs (VS1-329-L12FZ)

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Lacking any substantive documentation that's available online for that WiFi modem, poke around in the settings and see if there's a way to disable QOS - just a guess as to why there's a difference. In the past I saw similar symptons when QOS was enabled on an older router.   
(Edited)
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Leo George Jr

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Same issue here. I bought a new router and speeds tripled.
We shouldn't be charged that extra $5/month if not getting the use of WIFI. How about a credit Exede for the last two months?
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Jim

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Seems there's a pattern here eh??? I've been bitching about his new modem since I got it and now we seem to have a critical mass of complaints and Exede is finally realizing it.
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Jason Meikrantz

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OK in my post Exede identifies that there is an issue with the newest WiFi modems.  Hard wired the speeds are fine but it broadcasts much slower speeds.  They suggest going to the store and buying another wifi router and using that to broadcast your signal.  I'm going to try it and see. 
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Andy Schack

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Jason. Take some time and read up on various routers, their capabilities and features. Do NOT buy one of those cheap 300 series routers. You want at LEAST a 1200 series. I also suggest staying away from Linksys, D-Link, or Belkin....virtually ALL my customers who have router issues owned one of these three.
Now if someone reading this owns one of these and it is working just fine for you then that's great, I'm NOT saying to run out and buy another one. I'm simply passing on years and years of experience.
Jason, I also wouldn't put too much stock in the reviews on routers you see on Amazon.....WAY too many times Amazon tosses reviews from different models AND new and used in the same basket. If you have a question about a certain router, especially if it is a Netgear or TP Link, feel free to ask. If your question is going to be about expected range, I'll need to know a little about your house's configuration.......one story or two, has it been added onto, is it L shaped, etc

Andy
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Jim

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Ok. So help me out here. There Is no way to bridge the WAN port. How do I take my old Linksys that worked great and hang it off of the wifi modem. AND will Exede in any way support this configuration?
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Leo George Jr

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I plugged my router into a port on the back of the Exede modem/router. Tripled my speeds.
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Old Labs (VS1-329-L12FZ)

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Jim,

As Leo George Jr states, simply connect your third party router's WAN port and one of the Exede WiFi Modem's LAN ports and things will work for routers that default to different IP addresses and DHCP server ranges than the Exede device.   

However, LinkSys as well as other popular routers use a default IP address (192.168.1.1) that conflicts with the Exede router's default IP address (192.168.1.1).

It's easiest to simply configure the third party router (using an ethernet cable) before connecting to the Exede device. I'd suggest using 192.168.2.1 as the router's IP address.

In addition it's also necessary to ensure the third party router's DHCP server configuration doesn't conflict with the Exede device's DHCP server configuration - in particular the IP pool range - again I'd suggest using 192.168.2.2 thru 192.168.2.254 to avoid conflicts.

Once configured attach to the Exede device and you may want to disable the Exede device's WiFi (assuming that's possible).

ViaSat has no responsibility for supporting any devices you connect to their equipment other than assuring standard protocols are used; so not sure what you mean, but attaching a router to another router in this fashion is commonplace allowing you to segment your home network. Bridging is something totally different.

Bridge mode is typically used to avoid double NAT (network address translation), this configuration does yield a double NAT but that usually isn't an issue for most; adding a few milliseconds to latency already in the 600+ millisecond range isn't fatal. Gamers and others who may need to use port forwarding are faced with an extra challenge but not an insurmountable one.    

Alternately, check to see if your third party router provides an Access Point mode - the difference here is that only the Exede device will provide DHCP server functionality (assigning local IP addresses and providing NAT).                 
(Edited)
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Jim

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Aware of all configuration items you mentioned. Issue becomes if I do need support at some point is Exede going to tell me they can't help me knowing full well they have started there is an issue with the wifi modem and a fix stated by them is to put a third party router in to solve the problem?

I have been following all of this since I upgraded earlier this year. I'm currently on my third modem because of wifi issues. Nice to see there is finally a critical mass of complaints for Exede to see there is a problem.
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Sam102

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After reading this whole thing I fill that I need to edit my post to say as follows

Trouble ( New modem slow speeds )
Fix ( Unknown )

My old modem had very good speeds. When the new modem came in, I installed it and now I'm not even getting 12 MBps down. I would like to say this. I know there are only two(2) computers using the satellite modem's connection. There is no one stealing my bandwidth. One is on wireless, the other is hard wired. The only one wireless is a R.D.S Server, so no one is ever on it. We just use it to connect via R.D.S. The other is my desktop and i'm on it all the time. It's hardwired. Hardwired with the same cable it was using from other modem. I don't know the speeds of the wireless R.D.S server. but, the speeds being hardwired are far below what the old modem speeds where.

PS
I do see a trend of this trouble.
(Edited)
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Bev, Champion

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Sam, you can email your account and contact details as well as a description fo your problem to exedelistens@viasat.com and, they can see if you need a new modem that doesn't have the slow wifi problem.
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Leo George Jr

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I did that and I got a "blow me off" letter back. They tell me every time it is the weather!

Sep 16 at 7:13 PM
 Hello Leo,
 
I'm following up on your recent request for help from our online support center. Please find a summary of your request and my response below:
 
Thank you for contacting us in regards to your Exede Internet service.  I am sorry to hear that you have poor connection and speeds..  I can assure you that we want you to enjoy the internet and will do all we can to get you back online. 

I have reviewed your account and your modem indicates it is online but there is some weather issues.  

I am sorry, I am unable to resolve this issue over the email platform.   I can, however, provide you with instructions that may help restore the connection.  I always recommend that you try restarting your modem, as this resolves many technical problems and it may save you some time!

Here is the correct way to restart your modem (and yes, the order really does make a difference!)
Power-down the computer connected to your modem.
Power-down the modem (unplug it).
If you have an Ethernet cable connecting your computer to the modem, disconnect it, then plug it back in. *If you are using the wireless feature of the modem you will not have an Ethernet cable connecting to the computer*
Plug in the modem. Wait until the indicator light on the modem is blue.
Power up your computer.
 

A guide to your Exede WiFi Modem

Connecting your devices to the Exede WiFi Modem

Troubleshooting No Connectivity


If you are still unable to connect after following these steps, or if you would like to speak directly with an agent, please contact one of our Technical Support agents at 1-855-627-2553 and select the Technical Support option.


I am including information on our service and some steps that you can do if the service is running slowly.  

Troubleshooting Slow Internet Speeds

A guide to your Exede WiFi Modem

Connecting your devices to the Exede WiFi Modem

     We recommend testing your speed at: 

speedtest.via-satellite.net

 
Description: 
Slow WIFI speeds with your modem/router. I bought a new router and speeds tripled, but I shouldn't have to buy my own router when I pay extra for yours.
I shouldn't be charged that extra $5/month if not getting the use of your promised WIFI. How about a credit Exede for the last two months? I think you have broken our contracted services agreement!
 
Thank you for choosing ViaSat, provider of Exede and Wildblue internet services, as your internet provider.   We appreciate your business.
 
If you need anything else, please create a new request from our  Contact Us page.  I hope this answers all your questions — thanks for giving us the opportunity to assist you.
 
Sincerely,
Ozzy C.
Exede Customer Care
 
 
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Jim

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Yes... yes you did.  It's the standard, "It's not our problem, it's yours."  Unfortunately, for them and fortunately for you, you can email them back and let them know that you know for a fact that there is a known issue with the WiFi router and it's been documented or confirmed by Exede.
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Brad, Viasat Employee

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That's a front line email. exedelistens@viasat.com is the only email that will come to the corporate office. We did have a software rollback on the built in router modems as we saw a trend of speeds slow on those, if this is still happening call us at 855-463-9333 or do an online chat at https://www.exede.com/contact-us-exede/ (both are the fastest ways to get help. Otherwise send an email to exedelistens@viasat.com
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Jim

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Interesting... things do seem better this morning...  Current FW on mine is UT2_3.7.3.9.2.  Care to share what the "bad" version was so folks can ping support and ask for a downgrade.
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Brad, Viasat Employee

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I have no idea but we started doing a rollback on all of them I believe
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Leo George Jr

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What is a roll back?
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Jim

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Downgrade of the firmware on your modem.  Happens when then push it out.  Sounds like there was a upgraded that hosed some stuff up and the "rolled back" to the previous version.

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