No service during peak!

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  • Updated 3 years ago
When I first switched to Exede I was assured they would not oversell an area but now I might as well have dial up during peak times and my brand new laptop will freeze and mess up.
I travel in my RV a lot and when on the road I use my phone as a hot spot and my computer works fast and perfect till I come back home and use Exede.
Also I am using Exede voice and it will drop calls on occasion and all my friends hate the lag, it is so bad that I try not to use it for business calls!
Come on Exede you were supposed to be better then Hughes!
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Piet Gulden

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Posted 3 years ago

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Starring Matter

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If you are on a liberty plan, and over your data, that's exactly what you agreed to.  If you are on a non-liberty plan, and over your data, be glad you are only getting that experience during peak hours.  If you are not over your data, then send an email to the mods here, and they will see what's up.
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Ben Jumper

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I signed up for the Liberty 12 plan and was told that once I exceed my data limit that it WOULD NOT slow down to modem speeds (like the competitor) but would be 1-3 MB speed.

You replied to Piet "If you are on a liberty plan, and over your data, that's exactly what you agreed to."

Please explain because that does not agree with what I was told.

My service has not been installed yet and I want to be SURE of what I am getting my self into before I switch from HN!
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Old Labs (VS1-329-L12FZ)

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Ben,

I'd suggest reading the legal documents at http://www.exede.com/legal/

In particular, the customer agreement and data allowance policy. 
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Starring Matter

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from what I understand, on the liberty plan if you exceed your priority data, you get 1-5 mbs service OUTSIDE of peak hours, during peak hours, it's possible you get nothing.


from the website:


What’s the Liberty Pass?

If you go over your Priority Data limit, the Liberty Pass kicks in to give you 1 to 5 Mbps download speeds. The speed and experience you get has to do with the time of day, your geographic location and the type of activity you’re engaging in online:

During morning/daytime hours (usually from about 2 a.m. to 5pm), Liberty Pass speeds should allow you to do most of the things you want to do online. For example, you should still be able to stream video, but not on multiple devices and you may not be able to stream high definition video.

During evening hours (usually from about 5 p.m. to 2 a.m.) when we typically have heavy traffic on the network, or you are engaging in activities that use a lot of data (such as video streaming), your speeds will be slower. Even so, Liberty Pass lets you avoid the restrictions automatically imposed when you use up your data allowance under our other internet plans.
Remember: If you don’t go over your Priority Data limit, you won’t need the Liberty Pass. It’s just good to know it’s there if you do go over!

While the Liberty Pass is a better experience than the data allowance restrictions imposed under our older plans, keep in mind that it’s not unlimited. As described in our Data Allowance Policy, Liberty Pass users who use the service more heavily than lighter users may experience slower speeds, depending on the level of internet traffic on our network in the customer’s geographic area. Liberty Pass customers will receive lower priority on the network than subscribers who have not used their data allowance, which may result in slower speeds when the network is busy.

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Ben Jumper

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VERY good answer, Starring Matter, Champion. Thank-you!

So a light user than happens to exceed the allowance, might get better speeds than someone who is blowing through data?

I plan on getting the 18GB plan to help with that matter...
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Piet Gulden

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I guess I need to get with the mods and  yes I have had satellite internet for 4 years so know how it works and the limitations!
I certainly know when I am out of data and throttled and would not complain, I also know why people loose performance during peak!
Thanks anyway for trying to answer.
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Piet Gulden

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Since I cant find were to contact one of the mods and they read these please contact me so we can look for a answer or solution, Thanks in advance
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Steve Frederick-VS1/Beam314, Champion

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Please send an email to exedelistens@viasat.com with your account and contact information.
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Piet Gulden

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Thank you Steve that was helpful!