slow internet speeds

  • 11
  • Problem
  • Updated 10 months ago
  • Acknowledged
I have been having slow internet speed for more than two weeks now and finally got tired of it and talked to someone in customer care. The person in customer care told me that my internet speed was fine to try it again in 15 minutes because it seems like my signal is weak right now. I explained to the person it has been slow for atleast two weeks each time I get on it whether the weather is clear or cloudy. I have Exede 12 and my download spead is suppose to be between 8 and 12mbps and my download speed is usually between 1.43 and 2.00mbps. The upload speed is worst than that it never gets to 1mbps it is always between .43 and .53mbps. The person from customer care gave me the technical support number to call 1-855-463-3333 and I get a busy signal everytime I call it like the line is not working. If anyone have another number I can call or advice I would really appreciate it because I am paying a lot for high speed internet so I would like to be getting high speed internet. I know it is possible because my speed use to be constantly between 10 and 12mbps all the time.
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rekina smith

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Posted 4 years ago

  • 11
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Exede Kimberly

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Hello rekina, I'd be more than happy to take a look into this issue for you and see what's going on with your speeds. The email address is exedelistens@viasat.com. Thanks so much.
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Linda Nursement

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We have the same problems as rekina.  When we first switched from Wild Blue to Exede, there was a noticeable difference in speed (quite a bit faster).  I think it was just a teaser to get people to sign-up.  For the last couple of months, the speeds have been, and are, VERY slow especially in the evenings, and it's getting worse.  I have called Technical Support and they have had me re-boot, etc., etc., but the speeds remain extremely slow. Often, I think I am on dial-up----it is that slow.  I am very frustrated. Most months we reach 15GB, and most of the time I'm not sure why----think it's because it takes so long to do any web browsing or download anything.  I am very frustrated, and, if I could get anything other than satellite internet, at this time, I would be through w/ Exede.  It's a rip-off at $79.99/month. 
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Brian Shackelford

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Sarah - 

The fact you are getting a message regarding a proxy server may mean that there is something else going on.  Please do go ahead and send an email to the address he gave, but also if you have another device (phone, tablet, etc) that you can connect to your system and see if it gets out to the internet OK or if it gets the same message, that may help greatly to pinpoint the problem.  If all devices get that message I would be inclined to agree it is a problem with your Exede service -OR- possible your firewall / router (if you use one).

If you find the other devices work, I would highly advise getting a good commercial Anti-Malware / Anti-Virus and running on your system to make sure your system is running clean from these bugs which can cause the same type issue as what you are seeing.
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Exede Beau

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Thanks Brian. It does seem likely it's a setting on that particular device, nothing in our network would reply with a proxy message ordinarily. Either way, should be an easy fix.
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Aaron Albano

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Exede is a joke. The internet is absolutely worthless and I pay so much for it. The WORST internet possible. Even McDonald's wifi is better.
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Andrea O'Donnell

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My speeds have been super slow lately. Like 2-7 mbps and I pay over 100 a month for 25. I called and the lady told me it was slow because of all the devices running off it, but I turned the WiFi off every single device but the one I'm using and it's still testing at 2.5 mbps right now!! I'm so pissed that I'm paying for crap!!!! If I could get any other service out here I would! This is robbery.
(Edited)
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ccar

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Slow internet and cannot connect more than 25% for Netflix. Why am I paying $70.00 per month? When I first joined, it was fast, now I think they are just trying to get me to upgrade and they have slowed me way down.
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rekina smith

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Okay unfortunately I am back on the forum.  Three weeks ago I said that my problem with my slow internet was solved because Kimberly told me what the problem was and scheduled me an appointment for November 4th to have someone come out and get my satellite signal back where it should be.  It is now three weeks since that appointment and my speed has only  increased by 1megabyte so right now my download speed is 2.00-2.14 mbps.  The upload speed has not changed at all it is still less than 1mbps between .43 and .53.  I am not blaming the technician he came out and told me exactly what Kimberly said that the satellite was off course and he went on roof fixed it and came back in and said my signal was up to 10.  He said that most people in my area get signal strengths of 8 or 9; however, when I got on the internet later that night my speed was know better.  I thought maybe the speed was still slow because of the storm clouds we had been having and rain so I did not complain about it until now because I have tried to use it several times on clear sky days and speeds still slow.  I am not very happy because I am getting ready to pay $65 service call fee even though  my internet is not working and I think if I pay for a service call that my service should be fixed.  I feel like I am wasting my money each month because I hardly get online because the speed is slow as dial up, I get 10G a month I have used only 2.2 and most of this  amount of use is due to me using my cell phone.  Kimberly, if you are working today I need your help again please.
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Jessica

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Rekina, Did they charge you to have the serviceman come out?  I think my satellite my have gotten tapped a little and needs to be adjusted, but not sure.
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Bobbie Blackman

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They adjusted mine and no one ever mentioned anything about a charge, That might have just been the installer but It wouldn't go over very well if they did beings they still own the equipment.
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JK

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I terminated my internet service with them early as they don't provide what they promised. It is very normal when you call technical support that you wait or being put on hold and then they hang up not to mentioned when you do get a hold of them they don't know anything. First they told me that my speed was normal, then they said the satellite dish is of and someone has to come out to check it and their fees was about $65.00. At one time they told me that my computer doesn't have an IP address, that tells everything....hahaha......Look for a radio station in your area and most likely they have a router for much less money with unlimited access. Good luck.
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Bobbie Blackman

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I went threw everything you have with hughesnet, the waiting then dial tone. It was so frustrating. But here you can talk to a rep and will be able to get the same person if needed. This is a pretty good place with good rep's. Kim will help you.
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JK

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hughesnet was half as bad. I am very happy for you.
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rekina smith

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They bill you on your  bill, after the service is completed and the fee is $65.
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Bobbie Blackman

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Do you mean $65.00 for a service call?
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Herbert Kuehn

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I think the comments I read are spot on compared to my issues. Sadly, it appears we complain, but no one from excede really gives a rats behind.
Anyone approached the FCC on this? Just curious, for I think this might be one of the only solutions.
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Donkey

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Are you having currently having speed issues? If so tell me what is going on I might be able to help rule out if it's on your side. I've been a customer for over two years and have been pretty happy with my speeds. No one from excede really gives a rats behind isn't true and if you want my last thread you see that. https://community.exede.com/exede/topics/constmer-service-misleading-lying-to-me By the why did you posted on a thread that over a year old?

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