Problems

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  • Problem
  • Updated 4 years ago
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After using this "wonderful" service for a few years now, ever since Wildblue and Exede wasn't a thing this has been our go to internet company! Fine and dandy compared to the rough 4.2Kbps compared to dial-up! Yes I will admit I do quite frankly go over my monthly data allowance every month but that is not the problem...

I know on the plans it says "speeds are not guaranteed," I can understand when you have millions of customers but it is disappointing to see other people say they are getting roughly around 5Mbps to 8Mbps and yet I only get around 2.2Mbps when I am not capped. I do remember an agent once saying over phone support "The fair access policy states that if you go over your monthly allowance then your speed would be reduced to 20% of its normal speed until the next billing cycle" So by going with that 1Mbps is roughly equal to 1024Kbps so 2*1024+(1024*0.2)=2252.8Kbps so now lets take this number in actuality of the speeds I get when I am not capped and multiply it by 0.2 to find the speed that I am supposed to get when capped! 2252.8*0.2=450.56KBps, so roughly about 0.4Mbps. My problem is that in actuality when I am capped I get no where near those speeds, in actuality I get maybe around 12Kbps... I would really like to try to download something to prove that I don't but I can not (that will be coming up shortly ☺). The speed reduction I am not complaining about but it is the fact (unless our policy has changed recently) that I am supposed to get 20% of normal speeds so by doing the math earlier I should get about 0.4Mbps I would at least like to see those speeds if you do not mind me requesting!

The second problem I have is as soon as I am capped (which I am guilty of going over, I know) it seems that certain websites, and even web addresses with "/download(s)/ becomes instantly blocked and will not even make an attempt to load. Yes I have rebooted my modem and router several times to see if that was the issue and it was not. After I am capped some websites such as Steam, CNET, YouTube fail to load. Once the clock strikes 00:01 all of a sudden they load and work perfectly as if a miracle happened. What that looks like is that you all are blocking websites from me accessing when I am capped. I am sorry to say but I pay $80 per month to you all and I would at least like to access some media and not what you think I should when I am capped ☺. Even most to all applications that require a server connection such as XBOX Live fail to connect. I could safely assume it might be the internet speeds that I receive when I am capped, but by previous uses it would sometimes connect to it and sometimes it wouldn't so I shall leave it to your server staff to figure which one that is :)

Otherwise than these complaints you offer a good service and I'm glad I have you all as my ISP but I would really like to see these problems resolved! (Yes, I have called the customer service department. No, they did not resolve my problem at all.)
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Christopher Koster

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  • Fustrated

Posted 4 years ago

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Bobbie Blackman

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I was told before signing that when I was capped or failed to pay there would be just enough to open their page so I could pay my payment or buy more data, '' supposed ''  No one can ever pin down a steady speed so all the math in the world won't help here, if needed I just spend $10 and buy another gig.
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Christopher Koster

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Just enough to open their page! Yikes! Thanks for the information Bobbie :) (and I at least figured some math might help, idk where but hopefully somewhere xD)
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Bobbie Blackman

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You know I think what we learn here is the fact that some installers are honest with us like mine was and then there are others that are trying to make the sale, Kimberly will be able to help if anyone can. Give her a shout or she will see this. Take care and thanks for being so nice. I like exede to.
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Christopher Koster

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If you do not mind me asking, I am sure you can tell but I am new to the community here and I do not know how shout out someone lol :) That is also a sad reality in some cases some salesmen just want the commission and nothing else, while there are others who truly care about the customers! 
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Exede Kimberly

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Shout out=send an email to exedelistens@viasat.com with your info. (:
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Bobbie Blackman

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See there Chris  how easy it was. :) I   had a really good installer that said to ''please'' call him first if I had a problem, I did but this forum is really good to. Your in good hands now with Kim.
(Edited)
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Lake Country Satellite, Champion

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The actual official throttled speed is 256kps.  What the 20% is, when your allotted data gets down to that, they send you and email warning that you only have 20% of your allotted data  at full speed left.  If you are not receiving these alerts, you need to login to your my.exede.net account and update your email address.

As more and more customers are added, some areas are experiencing slower speeds at peak times.  Our service uses a spot beam technology so that is why some areas of the country may be faster.  There are less customers in the 8 lane highway up and back from the satellite.

Measures have been put in place to help keep the traffic flowing.  No one wants our customers to have speeds less than 12Mbs.  And I can assure you there is work being done behind the scenes that will help to alleviate this.  

As an Elite Dealer and one of the top Exede Dealers nationwide for 3 years running, I firmly stand behind this company.  They are committed to being the fastest satellite internet provider out there!  The simple fact that VIASAT1, our current satellite has more data capacity than ALL of the other satellites in space, combined, should blow you away at the brilliant minds working behind the scenes!

Hang in there!  Remember just a few years back 1Mbps was considered high speed.  I wonder what the future will bring, possibly 100 times that or more?  You never know.....anything is possible when you strive for excellence!

David R Varner is an Elite Dealer on the Dealer Advisory Council to ViaSat, the owner of Lake Country Satellite, LLC and not an employee of Exede or ViaSat.  www.LakeCountrySat.com

As a side note about striving for excellence and pushing for a change, I also have founded a 501(c)3 non profit helping to change lives of children and families in Guatemala.  Check it out, help us out if you would like.  www.hishands.org  (I don't post this to boast, but to show you that anything is possible when you have an idea and a willingness to step forward in faith).

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