Only Android devices get unusable slow connections.

  • 3
  • Problem
  • Updated 2 years ago
  • Acknowledged
  • (Edited)

For the past three weeks my Android devices have been unable to use Exede for the internet. They had no problems before that. My other devices (Windows and Linux) do not have a problem.

I have replaced and/or bypassed every network device. New WiFi, new router,
latest firmware, bypassed switches. EVERYTHING but the Exede modem. I've
 done power cycles, with other devices, with no other devices. I can
take the Androids to all kinds of other service providers/WiFi and
connect just fine. I've checked that the Windows devices can use the
exact same WiFi without a problem.

I can connect to the modem's status page with no delays. Google's home page takes three minutes or never connects.

I tried Exede's chat and all they could give me is to use their "OFFICIAL POWER CYCLE" and if it didn't work to call in.

I  called in. All I got was to contact the Android manufactures and see if
 they had an update that caused it or could fix it. One of these devices
 is over two years old and Samsung has not and does not plan on updating
 it. I even dug out an old Motorola Xoom that hasn't been on for a year
(but worked on Exede fine then) and it has the same problem. All the
devices are different models. Why would they ALL start to have a problem
 at the same time?

Because my other devices work and they don't
see anything out of range from their end, Exede claims absolutely no
responsibility, yet their equipment is the only one not replaced. They
absolutely refuse to send a new modem to try.

Anybody have an idea on what to try next besides looking for a competitor?

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Roger

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Posted 2 years ago

  • 3
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Bev, Champion

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Contact the manufacturer of the device and, the creators of the operating system on the device. If one device works and another doesn't, logically, it's the device that is at fault.

I would not blame Exede if my custom rig connected but, my Dell did not, I'd blame the Dell and, set about finding out what was wrong with it's software or hardware.
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Dave Eicher

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Obviously if the device is working with other providers, as he stated, it is not the device. That said, my android devices are working fine with Exede at this point.


(Edited)
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Bev, Champion

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If it works on other networks then the settings for the Exede connection may need adjusting. I don't own anything Android so, can't tell you how to set it but Android or Samsung, Nextel whoever probably can.
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Dave Eicher

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Got a Samsung tablet and phone, but work fine with my Exede.


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Jill

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Roger, it could be a setting in your router that is blocking Android devices. My partner and I each have Android tablets and Android phones and we haven't had any problems with connecting to the internet using Exede. Our Android phone did have a system upgrade a few weeks ago, but we never noticed any difference with connecting.
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Christine Conrad, Champion

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My Android devices are using the wireless router and access the internet using Exede.
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Old Labs

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I'll agree with Jill on this one sounds like a router/android issue - share your router's brand and model # and someone might be able to offer a few suggestions to try.  
(Edited)
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John Blount

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As a Android user I would think it is a router/Android now talking to each other. If it were the modem nothing would work. Dig into the wifi settings on the Androids and router.
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Diana, Viasat Employee

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Hi Roger, If you are able to use Exede on your computer but not your Android device, I would look at the setting on your router and your Android.  If a new modem is needed, you will need to set up a service call. We do not mail the SB2 modems to our customers at this time.  Please feel free to send us an email with your account and contact information, we will work with you one-on-one. 
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Roger

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As I said before, I have swapped EVERYTHING between the Androids and the modem. Including the router. I use a Sonicwall TZ170 that hasn't had an update since well before the problem started. I tried a Sonicwall TZ190 in its place with no change.

It isn't the Android updates because I pulled out a Motorola Xoom that hasn't even be powered on for a year, when it last worked with everything else. It immediately had the same problem.
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Old Labs

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Sonicwall is the common factor and that's a different beast altogether from what I see - with a heavy emphasis on being a security appliance and VPN. Maybe coincidental but appears the Sonicwall mobile connect app for android was recently updated in the past several weeks and worth investigating. As noted by Diana send an email to exedelistens@viasat.com along with your account and contact information for investigation on their end.  
(Edited)
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Roger

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Actually, Exede is the common factor. On the Sonicwall forum there is another guy having the EXACT same problem except he was using iOS instead of Android. This makes one ISP, two OSs, four Sonicwall models, and five iOS/Android devices.

Old Labs was the only one to mention the mobile app, since that has nothing to do with this issue. This is about devices behind the Sonicwall, not devices outside trying to connect via VPN.
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Darrin Zimmerman

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I am seeing the same issue:

Exede Internet + SonicWall + Apple products == no Internet

It seems to be the combination of above that triggers the problem. My Windows based laptop worked fine when connected to the Exeded + SonicWall environment -- great speed tests, etc. but the Apple Mac's can't even load web pages.

iPhones / iPads seem to be affected too.

In the environment where I am seeing this issue, I can confirm that the SonicWall was completely UNTOUCHED and working great with Exede for almost 4 years.

I suspect that Exede changed something that triggered the issue (maybe pushed a FW update to their modem?).

Let the finger pointing begin.....
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Old Labs

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This isn't the type of problem that's going to be resolved in a peer-to-peer support forum. The moderators here are social media moderators not technical support folks; however, an email to them exedelistens@viasat.com (along with your account and contact info as well as a detailed description of the problem and supporting info)  might expedite getting through to level-3 technical support folks. Otherwise you need to contact customer support and patiently work your way through the level 1 and 2 processes.        
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Darrin Zimmerman

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Thanks...will open a case.
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Diana, Viasat Employee

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Hi Darrin, Please check with the manufacturer. ViaSat does update the modem
software so it may have affected how your router is working.
 The SonicWALL may need to be updated by the manufacturer. There may
have been an update to SonicWALL software and their security protocol.

Does Exede Internet work when directly connected
to the modem?

 Please send your account and contact
information to exedelistens@viasat.com and we will investigate further. Thanks
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Darrin Zimmerman

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Diana:

Thanks for you comments. As I noted in my original post, I can verify that the SonicWall was NEVER updated or had any config change since it was installed. It was configured to NOT download / install updates automatically -- they must be done manually (and they weren't). It was still running the same FW as the day it was installed.

Yes -- Exede works if an Apple Mac computer is directly connected to the modem. It also works with an Apple router and an Apple Mac computer connected to the router.

HOWEVER, Exede + SonicWALL + Windows PC works perfectly.

Also remember...I noted that: Exede + SonicWALL + Apple Mac had worked fine for several years.

Since I was troubleshooting the problem -- I did go ahead and download (downloaded using my Windows laptop connected to the SonicWALL) the latest SonicWALL firmware and install it -- no change in the problem.

I will get the Exede customer's account info and send info to the Email you provided. T
hanks for the suggestion.

Darrin
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Old Labs

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This isn't the type of problem that's going to be resolved in a peer-to-peer support forum. The moderators here are social media moderators not technical support folks; however, an email to them exedelistens@viasat.com (along with your account and contact info as well as a detailed description of the problem and supporting info)  might expedite getting through to level-3 technical support folks. Otherwise you need to contact customer support and patiently work your way through the level 1 and 2 processes.        
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Josh

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sure it can, never know who is on here watching. alot of times it is just security settings on the devices.
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Alan Van Loon

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This is a known issue with Exece Internet and Sonicwall devices. If you swap out EITHER your firewall (Sonicwall) or ISP (Exede), things work. Both Sonicwall and Exede have known about this issue for months, but have not resolved it.  I will not comment on whether they are making an effort to resolve it, because I frankly do not know.  

This affects not only Android devices, but also Apple and Unix/Linux devices. I have multiple Apple/Android/Linux (10+) devices that simply will not work at home with Exede, but when I bring them to my office(s) where I have Fiber/Cable they work fine. (We use Sonicwall Firewalls at my office).  When I swap out my business class Sonicwall firewall with a 10 year old consumer firewall, they work fine (but I lose the features of the Sonicwall).

So, the bottom line is, both Sonicwall and Exede know about this problem, have known about the problem for several months at this point, and have not fixed it.

http://en.community.dell.com/members/zimdog

That will get you started at following some of the history.