Slow internet speed for the past three month's.

  • 1
  • Problem
  • Updated 3 years ago
  • Acknowledged
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

First of all Happy New Year to everyone.  I just begrudgingly paid for another month of dial up high speed internet and I am very frustrated.  I got on the forum three months ago venting about my speed not exceeding 2MBPS and Kimberly help me find out what was wrong and scheduled me an appointment really fast to get my internet fixed.  The technician came out November 4 adjusted my satellite and told me my signal strength was back up to a 10 so my internet speed should increase; however, it did not increase at all still no more than 2mg.  I waited two weeks to report the problem still existed because we had a several of weeks of overcast and rainy weather which could have affected speed.  I spoke to Kimberly she told me to talk to someone in technical escalation to see if they can figure out what was wrong and they said that the original technician that came out did not fix the problem so they would send somebody out for free since the first technician did not correct problem.  What makes me beyond frustrated now is that they original set me an appointment for December 20 and then called me to reschedule until the following week.  They gave me the choices of Dec 22-24 and since I was already off I picked the 24th and waited for technician that never showed up or called to say he was not coming which is very unprofessional.  The technician was suppose to be there no later than 12:00, so when it got to be almost 11:00 and I had not heard from him to tell me he was on the way I called customer service and they told me tat they would try to contact him to see what was going on; however, they was not able to reach him.  The customer service person told me that he would leave his manager a message to call me within two hours to let me know what was going on, which also did not happen.  I need some help here guys please if anyone has any suggestions please let me know because the only thing I can come up with is to stop paying for the horrible service I am getting until they come fix it,  but they will only turn it off until I pay.  I cannot cancel because I still  am under contract for three more months so that is out, I just do not know what else to do.

Photo of rekina smith

rekina smith

  • 6 Posts
  • 1 Reply Like
  • angry and frustrated

Posted 4 years ago

  • 1
Photo of Bobbie Blackman

Bobbie Blackman

  • 392 Posts
  • 304 Reply Likes
I feel safe to say ifg it wasn't for Kimberly I wouldn't be here now, I understand your frustrations but give the folks here another chance. I went threw what you are going thru with hughsnet so I have been down the runaround board. If it worked right once it should again, thats my theory. I'm sure someone here will pick up on this and help you. 
Photo of Starring Matter

Starring Matter

  • 290 Posts
  • 221 Reply Likes
Rekina, if the dish is aligned properly, you may have to accept the fact that the slow speeds are on your side.  Have to done an accurate speed test (testmy.net speedtest.net speakeasy.net) on multiple computers? With and without your router?  Wait until Monday, when everyone is back to work, back to school, so holiday congestion is back in check, and do some speed tests from one of those sites, again, on multiple computers, with and without your router.  If, wired or wireless, on each device, you still get 2mbs speeds, then, yes, it's exede's equipment.  If, when a router or a computer is changed, you suddenly jump to 10+ mbs, well, you know the issue lies with you.
Photo of A. Everett Neuman

A. Everett Neuman

  • 430 Posts
  • 303 Reply Likes
Hi Rekina,
Check your modem status here: http://192.168.100.1/?page=modemStatus 
Under the Rx SNR bar, does it still read 10 +- for your signal strength?
On the TRIA page, do you see any red check marks?

Starring Matter offers some good advice for test you can do at home. Let us know what you find. The real good test is hooking the modem directly to your computer, then do a speed test.

Of course, have you unplugged the modem for a while (10 min) and then reboot. I know this sounds redundant, but maybe. Is the modem running hot?

And I would add as Bobbie said above, Kimberly is very sincerer about trying to help people, she will be upset once she hears about you delay's in getting help. She will help you.

Hope it helps,
Everett
Photo of Michelle

Michelle

  • 4 Posts
  • 1 Reply Like
My internet has also been abysmal through the holidays (<1 mbps download and <0.05 mbps upload just checked now), and just did a search to see if others were having the same problem and found this. I checked the link Everett shared (thanks for that!) and my signal strength shows as 7.8. No red check marks. Everything looks pretty good. Definitely not bad enough to warrant such low speeds. Any suggestions? Could it still be the holiday buildup? Maybe need to wait until next week when all the kids are back in school? Or are they already back in school? Sigh... I can't even check my email much because most emails don't open correctly because of the slow speeds. We should get a discount when internet sucks to this extent =P
Photo of Michelle

Michelle

  • 4 Posts
  • 1 Reply Like
Yes, it started at some point in the last month or so with the holidays. But if it is just holiday rush, it sucks to pay so much money for unusable speeds =( Or they could offer a rebate for using less GBs during the rush period in order to encourage more responsible usage during times when more people are rushing the internet... (but then I guess people would want it all year round - could call it the holiday special or something). I have only used 6 out of 10 gbs I have for the month so far (with nine days to go), so I don't have much trouble staying within my limits.

Thanks for the link, but I'm already doing just about all that. I've had Exede for years now and have gone through all the processes to limit my usage =)
Photo of Michelle

Michelle

  • 4 Posts
  • 1 Reply Like
I've even gotten in to the habit of turning off my wifi whenever I'm not actively on the internet to reduce passive use, and definitely not leaving any Facebook tabs open anymore =P
Photo of Exede Amber

Exede Amber, Employee

  • 135 Posts
  • 23 Reply Likes
Hello Michelle, I have just received an email with similar information to your post from another "Michelle". If that email was from you, I have responded and look forward to helping you out. If it wasn't from you, please send an email in to exedelistens@viasat.com and I would be more than happy to assist you as well! 
Photo of Michelle

Michelle

  • 4 Posts
  • 1 Reply Like
Yes, that was me. Thanks. I'm heading out for more holiday family festivities, so will get back to the email later =)
Photo of Exede Amber

Exede Amber, Employee

  • 135 Posts
  • 23 Reply Likes
Okay sure thing. I just want to let you know that I will be leaving the office today at 3:30 CST and will be back Monday at 7:00am. Should you respond to my email during that time, I will make sure to it that you are my number one priority once I arrive back. One of my teammates, Exede Karmin, is available on Sunday as well if you'd like to speak to someone sooner. (: 
Photo of ExedeEmerald

ExedeEmerald

  • 204 Posts
  • 44 Reply Likes
Hi Rekina, I would be happy to get you scheduled for a service call and make sure that the issue with the other tech not showing up is addressed. Please send me an email to exedelistens@viasat.com with your account verification and I will be happy to further assist. =)  
Photo of rekina smith

rekina smith

  • 6 Posts
  • 1 Reply Like
Hi guys it has been a month ago since I posted because I finally got an appointment scheduled and they came out and tightened my satellite and got my signal back up to ten.  Unfortunately the problem is still not solved, my speeds are still slow and the technician tried several times to get speed up but it would never go up above 3mb download. But guys the visit was not totally for nothing, I did get some truth from a excede employee and here is what he told me.  That Exede can not do anything about the slow speed of your modem because they use a shared network and you just have to get on the internet at a time when the system is not as congested.  I asked him if excede has all of a sudden doubled there customer base because four months ago my speed was always over 10mb no matter what time of day I got on.  Which means that they must have not had that many customers four months ago in order for that statement he made to make since to me.  He told me he could not answer that question he does not know how many customers Exede has.  So everybody that has slow internet speeds just have to deal with it or leave and find another internet company if you are lucky enough to have several choices which I do not.  The bottom line here guys is you have to just live with the dial up speeds of exede because they cannot do anything to speed them up if your modem is functioning like it is suppose to.  To use the tech's term that if you have blue lights across their screen when they look at your modem on their system then there is no problem with it, even though it is very slow.
(Edited)
Photo of Old Labs (VS1-329-L12FZ)

Old Labs (VS1-329-L12FZ)

  • 3923 Posts
  • 4011 Reply Likes
Rekina,

Rather than my speculating, how are you determining what your speed is?
(Edited)
Photo of fmj77

fmj77

  • 367 Posts
  • 199 Reply Likes
Rekina, if you are subscribed to an Exede Classic 12 plan then your speeds should be pretty good during non-peak times. I usually get between 9-15 Mbps during times of less congestion. If you're still getting lousy speeds during that time then there is definitely a problem.
Photo of Ron Reynolds

Ron Reynolds

  • 4 Posts
  • 2 Reply Likes
Rekina 
where are you located?   i am an exede retailer and tech  if I am in your area I would like the opportunity to help  reply to ronlreynolds@frontier.com or text me 812 593 4296
Photo of David Christian

David Christian

  • 25 Posts
  • 3 Reply Likes
Have the same problem here very slow speeds during peak hours, neighbor also has same problem, when  he called customer services he was told by tect guy they had over sold there services and too many people where using up the Band Width.  Makes since, since I can do a speed test early morning here in GA say 5:00am and have download speeds over 12mbps,  and 4mbps up    Do speed test around 8:00pm and I am lucky if I can get 5.0mbps down and .99mbps up.  If they have over sold as it appears since this problem is nation wide then they should offer some reduced bills.  I am paying $80.00 per month for 12gigs and I expect to receive it at the promised speeds.
Photo of Larry Byars

Larry Byars

  • 41 Posts
  • 16 Reply Likes
I have been a tech for 0 years. There are several things that could cause this problem. Most cases it is a cable issue. Copper clad cable,bad ground block or connectors. I would have tech check this first. 
Photo of Larry Byars

Larry Byars

  • 41 Posts
  • 16 Reply Likes
I have been a tech for 10 years. There are several things that could cause this problem. Most cases it is a cable issue. Copper clad cable,bad ground block or connectors. I would have tech check this first. 
(Edited)

This conversation is no longer open for comments or replies.