Slow down load speeds with Evolution plan.

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  • Updated 3 years ago
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Have been Excede customer for two years and have paid major $$$ for data when my usage went over my data cap. Late 2014 I was offered the Evolution plan with 10 gig a month and unlimited web and email. First month was fantastic. We saw virtually no data usage and had great download and upload speeds. Now on my second month on the new plan my data has all been used up with no changes in our browsing habits and my speeds have become shit. 1.5 download while no change in upload speed. CSR has been no help, tell me it is congestion, BS they have over sold the system. They tell me to power everything off, bypass my router and nothing changes. Now I read about how they won't let you out of the two year contract, this is all BS. Feel like I am stuck in hell and all the CSR don't give a shit. I know it is not my equipment, it is the shity ass company.

Ookla Speedtest

MY SPEEDTEST RESULT
DOWNLOAD
0.04Mb/s
UPLOAD
0.90Mb/s
PING
1432 ms
VIASAT (EXEDE)
SERVER
TYLER, TX
2/22/2015 at 4:40 AM GMT
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Sfordt

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  • taken to the cleaners

Posted 3 years ago

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Danielbo

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I would like to agree with you on the speed, it has became a issue with me also. I am getting just about the same speed as you. Last night the upload speed was so bad it would not even show, it just came up dashes. But, this is a community post and many people read what is posted, and the Exede Customer Service Reps that Monitor these posting are always grateful and overly happy to assist us in getting the problem fixed and making any inconvenience that you have had good. So please, hold back on the use of fowl language, I know you can get you point across to them without using such language. They are hear to help us and they do a great job doing it. They do have a hard job and adding a temper to it doesn't help to get the issue fixed any faster. I am upset to, but i just wrote a kind letter to customercare@viasat.com, If at that point you are not getting any satisfaction your best deal is to talk with a supervisor which gets paid to take abuse, Think of where you are employed and is someone came at you with that attitude you would not appreciate it, You would rather some one who gets paid the big buck hear it, but remember one thing. With any company, If they asked you to please do not use that language and you continue, they then will remind you that the asked you not to use that type of language. Then they also should tell you if you use it again I will have to release this call and you got nothing accomplished. I do not work for exede, but I have work customer service most of my work life and also a customer service manager. And no company will expect their employee to be abused. So I know if you work with the customer service people on here or use the email I gave you and try to be level headed about it, you will get help. But three time you out rule, you will never get your problem fixed. So just asking to calm down and they will help you. Then when they get the issue fixed, do forget to get on here and say thank you, just as you would to complain.
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Bobbie Blackman

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This bad time has been going on 2 days now so I figure they will fix it soon. Or hope so.
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Sfordt

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Danielbo, you do not know what I have been told or what the CRS have told me so don't try to tell me what not to say. There is no excuse for the bad customer service I have gotten from the company for the money we spend there is no reason for them to waste out time doing things the obviously will NOT fix the issues. After all why is it called Customer Service.
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Danielbo

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Sfordt, I am dealing with the same issue, so I am asking you not to be upset with me. I was just trying to help us get this resolved. I agree with you about when you call they say "well lets try this" then you tell them " We have all ready tried this" then they seem not to want to work with you if you do not do what they want you to do, even though you have done it 15 times. I have never worked with Exede with this yet, but I now how companies are. I just have been in customer service most of my life and I am just trying to help us get help. I know what happens when you call and start having a fit with them. They are just making fun of you on the other side of the phone or even laying the headset down. I agree we pay good money and you should get good help. But this is the 2000 and customer service is not like it use to be. So you can be upset with me, if you want, or allow me to try to help us get this resolved or get our money back for not getting the service we are paying for. I agree with everything you say, but did it get anything fixed or you any where? Lets try it another way and see what happens, then the next thing is our group will get in tough with the people a little higher up. I know how to find CEO's, Presidents and Vice Presidents emails. Even calling and asking for a supervisor, you could just end up with the person in the next cubical, But there is ways to know you are going to the supervisor. Take my suggestion if you want, and if you don't that's ok with me, its just I know what goes on. 
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Don Anderson Sr.

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The best way to handle this is send an Email to the FCC with your complaint. Things are going to change now that the new Net Neutrality Rules have been passed and are being put in place. I have a year and a half left before we can cancel our plan and we will.
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Bobbie Blackman

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Yep Don but your contract will be out before a human gets your complaint.
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Brian Shackelford

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I am on beam 329 in VA and had really bad speeds last two nights as well.  In fact during the LNFZ I rarely get more that 3.5 to 5.0 Mpbs Down and about 0.75 Upload.  This lasts from about 12:00 AM to 2:00 AM and starts to improve.  During the Metered hours I always get full speed, so I know that this must be all of the night owls out there doing things to congest the network.

That being said, last two nights were very different.  I suspect it may have something to do with the weather, the cold, or perhaps they were just doing some sort of maintenance on the system.  Things seem back to normal for me at the moment.

Hopefully spring will get here and everything will speed up.

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Exede Kimberly

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Hello Sfordt, definitely send me an email to exedelistens@viasat.com and I will see what I can do for you. Thanks!
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Sfordt

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What gets me more than anything else is that the CSR wont be honest with us. They run you though there pre-programed responses and its all for nothing. Then when you ask to talk to a supervisor they usually put you on hold and then the call gets dropped. This is NO WAY to treat customers who pay a premium like we do. This is the most expensive ISP in the country, but for some of us we have no other choice and they know that. But it does not give them the right to do some of the things that they do to their customers.
(Edited)
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Danielbo

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Be careful what you say, they will just delete you post. I didnt know they would do such a thing when you are making a statement or asking for help. I have always had high thoughts, but I am not getting any answers at all about my speed issues and I even sent the results to them. You can keep a log, but going to speedtest.com and they will give you a link that you can give the ISP to show the your speed. I proved what I was getting, but not getting any help or suggestions.
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Bobbie Blackman

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Did you get back to Kimberly Sfordt? This is 3 days my service has been really bad, but I saw Kim answer you this afternoon.
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Sfordt

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Sent a email to the address listed.
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Brian Shackelford

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Interestingly I just tested at 8:31 PM at both www.speedtest.net and www.testmy.net and am only getting around 5 Mbps download and between 0.25 and .50 Mbps upload right now.  Not sure what is going on, but this is definitely not the norm for me.  Now I am wondering if our area is significantly congested or if there is something else going on right now.

Now for what I am doing it is certainly adequate, but will keep an eye on it for the next few days and if it does not improve will open a case with Exceed.

Let me know what any of you find out as well.  Interested to see what others are experiencing.


(Edited)
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Danielbo

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"it appears to be congestion" should be no excuse. This issue needs to be taken care of. When I had cable, we didn't have that issue and I am paying for 12 not 2mps. Is it ok if your car only goes 70 mph for a few hours a day, the rest of the time it will only go 2 mph. Are you going to say that is ok? This is crap and needs fixed, we deserve what we pay for.
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Bobbie Blackman

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Congestion has a pattern, there is no pattern to that. 4 days a maintenance or something.
(Edited)
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Danielbo

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Do you think they would be upset if we just payed them for the speed we are getting while we are using it, I bet they would be upset and shut us off, well that works to ways. We can also shut them off. Think about it Excede!! Where are the great customer service? They can chime in when stuff is going fine or there way. Not getting any response when its not. I am not even saying The "B" word that is worse then what others of said and their post wasnt deleted. I was even saying it about myself.
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Brian Shackelford

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Daniel - 

I am going to offer you the best advice I can from a long time working in the service industry and suffering from high blood pressure.  Take a few minutes to reflect as to whether or not it is worth the pent up frustration you are seeming to display regarding the problems you are having.

If you are truly unhappy then cancel the service, pay the termination fees and move on with whatever other things are going on in life.  Internet is nice, but your life does not depend on it (well in most cases at least).  If you are using Satellite then you are most likely in the country.  Be the laid back country bumpkin you moved out there to be.  I understand the frustration, but life is too short to spend this much time harping over something that is clearly within the terms of a contract we all signed.

Relax, work with Amber and Kimberly and whoever else at Exede you need to work with.  Call support and ask for a supervisor and calmly explain the situation.  If none of that is helping then ask for another supervisor or call again later and do the same.  They may or may not be able to fix the problem, but at least Exede should be able to explain why it is occurring.  Call every day until you get the required explanation.  Do what they ask even if it makes no sense just so you can let them eliminate the issues and document the case.  Get a reference number or case number.  Keep track of the names of who you speak to, the times you call, and the specifics of the problems that were occurring, as well as what you were told to expect for a resolution.  Who knows maybe you have stumbled upon a blip in the system that is just now surfacing.  With the information tracked in the method above, you may be the one to provide the information Exede needs to solve it.

Bottom line in is don't spend negative energy on something like this.  Focus on the good things in life and relax.  Life is too short :)
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Danielbo

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First of all no one involved you in this issue Brian, Wait till it happens to you and let me see how you act, let them tell you grandmother she has to get up on the roof to remove her equipment and Exede tell her that if she was on a different list the $400.00 the poor lady has to pay. Lets see how you act when you pay for 12 mps service and get 2. I am happy that you have money like that to give away, if you do pay for my service and I will not complain because I am not getting what I am paying for. 
As for you acting like you know it all, I have been a Customer Service Manager most of my work life, and yes I do know what goes on and I also know they get paid for this, if they do not like what is said then they need to get a new job and move on. Plus this was with Broadband service for the most part of working with the public. I have many awards, would you like to see them? 
I posted an apology last night to a lady that misunderstood what I had said. Plus, did not understand what the statement meant about some people gets the price of remove of equipment waived. I had a issue why some people are chosen. As a CSR this should not be said to a elderly lady who is probably on a fixed income, that to bad for you. 
So Brian, understand what is going on before you make a statement, I am sure I know more about customer service then you would ever know. I don't have to disconnect and pay a early termination fee, now that was a stupid statement. As for working with Kimberly and them is another statement you made that you know nothing about. I have been and still getting 2 or 3 mps, to get you updated on what is going on. I am happy you don't mind to pay for something you don't get. I have property that I want to sell you, just send me you money and i will tell you where it is, if you are that understanding about paying for stuff that you don't get. 
So you need not pass judgement on something you know nothing about. I have been a big supporter for Exede  for a long time. I have been her to help others, I have stood up for Kimberly when people was cutting her down, I have stood up for Exede, So Brian you should do you homework before you make such a ridiculous comment. I just want what I pay for the same as you do, and this issue would not have even came up until the uncalled for statement was made to the elderly lady. It was something I would have never had thought Kimberly would ever do. Then I get a email from her because I called myself the "B" word in a post telling a person that I was sorry that I didn't really understand the issue, the post was deleted for offensive language, when just above it a guy uses a dirty word in almost every other word and it was left. I use one and it was towards myself. So before you past judgement, stop and look at the likes for my comments and my posts compared to yours. So Brain if you do not like my post, why don't you just pay the fee to leave since you have on since of money. Or just don't use it and keep paying for it, that is what they are wanting some of us to do.This is a community post, this is where you post you oppion. But compare my like's to yours and see who is right and who isn't of knowing what they are talking about. 
(Edited)
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Brian Shackelford

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Daniel - 

Obviously I did not convey the meaning in my post that I meant towards your situation as I certainly did not mean to further inflame things. As to being involved, for better or worse anyone who reads this forum is involved when people post here.  I was certainly NOT trying to upset you, simply wanted to offer a different viewpoint about life being too short to be overly worked up concerning this issue and offering suggestions towards a solution.

This problem does and is and has happened to me.  I do not get full speeds in the evenings just like many others, so I am in the same boat.  At work I have a 150 Mbps Down / 30 Mbps Up connection that doesn't always get the full speed.  These services are best effort and I believe Exede is making their best effort.  

I work hard for my money too, but I also am a realist when it comes to this technology.  I live where I do because I prefer the privacy it offers and I like the fact I can go walk around my acreage or on the 70 or so acres that are used for lumber behind me by just walking out my front door.  The price I pay is a bit more expensive internet and data caps.  It could be worse, I could still be paying $30.00 / month for two phone lines and $20.00 for AOL.  I'll take Exede over that - congestion and all - any time :)

The internet to me is a utility for work and luxury for non-work.  I understand if it is not the same for others.  My apologies for offending, as none was intended.

I truly do hope you get your issues squared away.
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Danielbo

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Thank you Brian, I want to send my apologize also. There is a lot of other issue that has happened that has led up to me being upset. I am disappointed with a company that I have stood up for during my time on here, to tell a elderly lady that she has to pay to for equipment she is unable to take down. I have paid good money for my service, just as you and have not been getting close to full speed and they can not help this lady, that I do not even know. I just found this to be wrong. I to have chose to live out. I am too use to high speed internet. I retired from being a broadband internet with one of the largest cable company. I was a customer service manager and I have hear it all. I am not trying to be the person that nothing can be said will make me happy. My issue right now on top of the rest is nothing is being said from Exede on resolving this issue or any apologize for the inconvenience to their customers. It hurts me, a company I have back and worked with so hard and stood up for because I know what is going on at their end, that they are not showing any concern of the issue. As the bottom line is, the poor lady that is being charged $400.00 and I have been paying for my service and never getting for what I paid for, but they can not help this lady resolve her issue. I am getting the feeling that Exede is not caring for its customers and this seem to have just started. Thank you for you concern and I to understand and send my apology to you too. There is to much hate in this world today and for some reason I had in my mind that the year of 2015 was going to be the year of smiles, and I was going to do my part hep make this happen. lately I have not done this and I feel badly. But Exede also needs to do their part and work with us and start showing more interest in their costumers. I am not talking about Kimberly and the others, they are only employees. They can only do so much, but we need them to be our voice to the right people to let them know how the customers are feeling out here, or there will not be a Exede. Its not a threat from me, I am reading it everyday of people leaving. I do wish all a great day, and I am gong to back off and cool off. I have not been myself, and I always said no matter how you feel psychically, dont take it out mentally and that is what I am doing. I am sorry to all that I have upset. 
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Sfordt

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Update, CS hasn't been much help, they reset my modem and still slow speeds in evening hours. So they set up a service call, this morning and late afternoon speed were all normal, as of this post they have started to slow down AGAIN! Don't think I need a service call, have been through all of the power offs and direct connect to pc from modem. They just need to admit that they are having a problem and start issuing credits to our accounts.
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Bobbie Blackman

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I thought we had it fixed Sfordt, the sun came out about 1;30 and my dl speed was about 20 mbs and now its cloudy and around 5 mbs. I don't know but Tyler should be about the same. I can get by on 5 mbs or higher but much lower and my phone quits. I'm still happy compared to hughesnet.
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Sfordt

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Well went to dinner at our favorite place came back to, DL 1.02 & UL 3.93.
See for your selves;http://www.speedtest.net/my-result/i/...
As I said earlier, when will they admit that they have over sold their system to the detriment of others...............again I do not need a service tech on Saturday my day off.
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Rene Moreno

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Have an issue with your ISP

File a Formal Complaint with the FCC

http://apps.fcc.gov/ecfs/upload/display

New rules of Net Neutrality!!!!

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Exede Kimberly

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Hello Rene, I have reviewed and responded to your comments on Facebook
and look forward to helping you out of your DAP status. Look forward to
hearing from you.

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