Reduced speed so slow things are not working

  • 3
  • Problem
  • Updated 2 years ago
  • Acknowledged
I have had Exede for almost 2 years, I always go over my limit, and accept the reduced speed. Even with the slower speed, I am still able to function.    However the last few days it is been so slow that a lot of pages won't load, games via facebook can't load, videos won't play. I know this is all because of slow speed. These issues are resolved during the "no limit" time frame early in the morning. Why has this issue just started??  Not happy!
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NickP

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  • extremely frustrated and irritated

Posted 2 years ago

  • 3
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shelley hearld

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I'm experiencing the same problem as I typically use up my 15gb 2-weeks into my cycle because I work from home but, I'm still able to access email and do basic web browsing; however, this month the speeds were throttled down so much that I too couldn't even get my emails and to top that off the Exede voice stopped working because of my internet speeds, which left me with no home phone for 2-days and I wasn't able to conduct a scheduled business telephone conference which cost me $400.00. The customer service representative advised me that once I use up all of my data Exede does not guarantee any internet access and that I may be denied access all together until my next billing cycle starts. He further stated, that if I hadn't experienced this slow speed before then I should consider myself lucky. I think this is something new they started to punish their customers for using the internet as if we're not punished enough by data caps in general.  If data caps are put in place to allow customers fair access then why will they continue to add data as long as you keep paying for extra?  Why is it my satellite tv doesn't have caps and allows me to watch unlimited tv without concern for the satellite getting overwhelmed by users?  How is it that cell phones offer unlimited calls and texting which rely on a satellite and aren't concerned with bogging down the system?  It doesn't make any sense why people in rural areas pay premium prices for unrealistic data caps all because of a bogus fair access policy.   I believe it is a money scheme to take advantage of those of us who don't have any options and live in rural areas.  A class action lawsuit should be considered for unfair business practices and social discrimination against those of us who live in the country! 
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Jim16

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Satellite TV is completely different from satellite internet, they can't be compared.  Cell phones use towers not satellites.   Exede is enforcing the data policy more than usual because they have not been able to launch their new satellite into orbit yet.  Several rocket explosions in the past years have cause a back up of launches and Exede has no control over that.  The new sat. should be launched by April, barring any further launch vehicle issues.
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Tanya Siejhi Gershon

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THis happens to me. So frustrated!
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Diana, Viasat Employee

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Hi Tanya,  If you are experiencing an issue with your speeds, please send an email to exedelistens@viasat.com or contact the chat line at  http://help.exede.net/articles/General/How-do-I-chat-with-a-customer-care-agent.   If you are on Facebook please try this option and as a new user, we will give you 1 GB of Buy More  https://www.messenger.com/ExedeEasyChat
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NickP

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Diana, seriously??  I'm the one who wrote the complaint , Tanya only commented that she is frustrated too!! So you will help her (which is nice) but how about me?
(Edited)
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J&J

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NickP,

Diana is reading and typing as as fast she can.  Diana is THE BEST employee exede has and if she didn't address you directly, get over it.  You can read the solution to whoever's name got placed on it.  Diana has read and answered many post this morning and has a totally thankless job that she is doing quite well.  You trying to make her feel bad is just not productive.  She deserves some understanding and a substantial raise from her employer.
 
If you give her any more grief I'll make an argument in every post you make forcing her to delete them (which is also part of her job).
 
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NickP

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Well aren't you  a sweetheart?  Glad Diana has you in her corner.  My issue is not with you.  
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Diana, Viasat Employee

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Nick,   There have been upgrades and if you are in data restriction. Certain internet content from web browsing to streaming video and many sites may not load all content such as advertisements and video. Is this what you are experiencing?  Is your account in data restriction?  If you are data restricted, the slower speeds are correct and there is no system issue. 


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NickP

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We are in data restriction, always are by mid-month without fail.  And we accept this.  However in the last 5 days our ability to go to some webpages, etc has been greatly interrupted.   We have experienced data restriction for the entire 2 years we have been with Exede, but never like the past 5 days.  We never try to stream movies, etc., because internet speed is too slow, and we know this. But normal viewing of a short 2 minute video, etc is not available in last 5 days. And we are normally able to view this type of videos during data restriction.  Is this going to be the new norm for Exede and data restriction?  And just curious,  what upgrades are you referring to, not aware of any.  
(Edited)
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Brad, Viasat Employee

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Hi Anna ,
We recently had a update to our system that affected Evolution plans. Over the years, content providers changed their delivery methods which made it difficult to to distinguish streaming when reporting usage.  For some customers prior to this upgrade our software incorrectly distinguished streaming media as web browsing. This update now better distinguishes it and if you've gone over your data you may have trouble visiting such sites as youtube, Facebook video and so on.
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Anna Bennett

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So, how is this worth $60 a month to me--to have five days of normal internet performance?
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NickP

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It appears that you (and other customers like us with Evolution plan) have 2 options:  pay a whole lot more money for a higher plan with Exede or go to a different company for internet service.  Thankfully we are at the end of our 2 year contract as of today, so we do have a choice.  And we live in an area with a couple of other providers.  We are rural so we will never have super fast internet, but the only thing slower than what we have now is to have NO internet! 
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Brent

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Nick - When you disconnect, they will ask you to send equipment back.  When you send your equipment back, take a picture of the contents of the box.  There have been many people charged after closing their account for "missing" equipment.  It ends up being your word against theirs.  I had that happen to me.  Now I am spending tons of my time disputing the $163 for the modem they said they never received but I put in the box.  I was with them for 10 years.  Always paid on time.  Never complained about the slow downs.  So it is nothing personal.  ALL ABOUT $.
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NickP

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Thanks Brent - I have now disconnected with Exede, and am waiting for the box to arrive to return the equipment.  The customer service rep I talked with was very nice and professional, which was appreciated.  Thanks for your suggestion; I will video putting the equipment in, and sealing the box.  I hope your situation will be resolved in your favor.  Sad that it has to be such an ordeal to do business with a company.  I will be glad when this process is completely finished.  
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Bruce Batty

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The problems discussed in this thread are likely caused by Exede’s decision to change the terms of service for the Evolution plan (and maybe others?). You can get more details at this thread which seems to have the most active discussion on the topic

https://community.exede.com/exede/top...

Other threads which appear to point to the same issue......

https://community.exede.com/exede/top...
https://community.exede.com/exede/top...
https://community.exede.com/exede/top...
https://community.exede.com/exede/top...
https://community.exede.com/exede/top...
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Amber Nicholson

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I get the slow speeds for data restriction, but so slow our email apps won't sync? I can get on ebay and shop, but my email won't download, really? Not happy about this at all.
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Kyle Peel

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Slowing the speed is one thing, these sites/services don't even work now!