Slow, Slow, Slow

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  • Problem
  • Updated 2 years ago
  • In Progress
After reading many of the conversations, a couple things seem to be consistent. One, I am not the only customer that is continually experiencing extremely slow internet connection on a daily basis. Two, it doesn't appear many customer issues are getting the solutions that the original contract agreement offered. This slow process needs immediate attention.                   
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Patricia Niemann

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  • Frustrated

Posted 2 years ago

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Melitta Maria Powers

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Exede will do nothing about this you have to live with this cheating company,I just payed my bill today and I lost already 4 GB ,yesterday I had still over 10 GB left exede is stealing your GB for someone else
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Deku (The #1 Hero Data Saver), Champion

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NOT TRUE!!! cause if ya unplug your modem and stuff and plug it back in itll have to do updates if ya unplug it and trying to use  your gbs but yet also it updates the data usage... and it could be the devices that are connected to your network or maybe your network is congested right now as it is peek hours right now...
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Tim Spake

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Don't believe a word of what the Tizzy says. She is a cheerleader for Exede. I don't really give a crap what she says she gets. What I care about is the lack of customer service a the pathetic speeds I get each night when I get home. I can not watch a streaming video most nights until very late. That does me no good.Last night it was so slow even newspaper was slow to load.
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Gwalk900, Champion

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Tim,

Personal attacks are not permitted per the Community guidelines.

Rather than "Cheerleading" I take Tirzy's comments to serve as a counterpoint to your own apparently poor experience.

Her comments support the fact that the system can  run well which then begs the question: Why doesn't yours?

While the answer in your case may  be the result of beam/gateway overcrowding it could also be the result of something else.

One positive aspect of this Community is that it is being monitored by corporate level employees. Its amazing what a little corporate oversight can do in cutting red tape and driving to the heart of a problem.

You, nor anyone else knows the true root cause of your issue until proper troubleshooting has been performed.

I have seen issues related to poor installation/grounding where wind induced a static charge on the reflector and or TRIA body that would affect service. I have seen cases where an installer failed to apply dielectric grease to a outdoor connector that would result in a drop of moisture condensing within a connector when temp/humidity conditions were just right and taking time to 'burn off'.

Sour Grapes is fine ... to a point.

If its broke, troubleshoot it, find the cause and fix it.

To whine just to hear the sound of one's own voice does nothing to fix the problem.


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Tim Spake

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It was not a personal attack, just a statement of truth. My system works fine in other hours so it is not in my equipment it is in Exede delivery. I stand by my comments that she gets good service but I don't care about that as do other that have terrible customer service and poor speeds. I cant watch movies on most providers during peak hours. I guess you are fine with that but I am not. I pay for 25Mbps and 150 gig but rarely go over 18 since I can't watch anything.
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xode0000, Champion

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"Don't believe a word of what the Tizzy says. She is a cheerleader for Exede. I don't really give a crap what she says she gets..." is definitely a personal attack, on her.  That was not a civilized and rational statement that disagrees with the statements she made but is a direct insulting statement about her.  It is also not a statement of truth but a subjective statement of yours about her.
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Tim Spake

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And calling me a whiner is not, get real
I still don't care if you or she get good speeds, I don't
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Gwalk900, Champion

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Tim,
My point is this:
Hers works yours doesn't what are the differences between hers and yours?

Tier 1&2 phone support are script driven filters and may not provide the needed focus.

Rather than post rant type comments in the topics of others, start a new topic of your own.
In that topic outline clearly and concisely your issue.

Ask that the corporate level Mods run remote diagnostics on your system to rule out modem, coax grounding and TRIA issues.

Respond to their request for email account info

They can, if warranted, bump your issue direct to Engineering.

Engineers work with facts and data ... give them some.

Create an account at testmynet. While logged in run a series of three speed tests . Do the tests three times in 24 hours

Post a link to your saved results here in the Community so that the Engineers can access your data.
There are things that can be done to your assigned uplink/down link servers.
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xode0000, Champion

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I would like to add:

My system works fine in other hours
What specifically are the other hours and are they the same each day?
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Tim Spake

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Every night and weekends. I work most days but when home I check speeds and they are between 10-22Mbps, same for 2:00AM but that is normal sleep time most humans.. I have all other devices turned off along with no updating unless I do it from wifi at work. It's in Exede and they know it as stated on so many posts to others here. It could be the beam the oh so eloquent Tizzy is on compared to mine.
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xode0000, Champion

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So, for only a few hours each day, your internet is slow, but they happen to be just the hours right after you get home from work?
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Tim Spake

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Here is Exede response: "We make every effort to fair share the bandwidth amongst our customers and are continuing to work to improve the speeds at peak times. During about 15 hours of the day – roughly from 2 a.m. to 5 p.m. – it’s likely that your speeds will be pretty good. Throughout our “peak” hours when the network is busiest – roughly 5 p.m. to 2 a.m. – there is less bandwidth available, causing speeds to be much slower. You may also want to try disabling your wireless devices except for the one you’re using."  This basically says I can expect this most every night which doesn't help me.
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Tim Spake

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10:50pm speed 830, less than 1Mbps, oh joy
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Tim Spake

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26Mbps at 7:07AM but I have to go to work
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Deku (The #1 Hero Data Saver), Champion

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well it varies for people... also exede ALWAYS says estimates... as my estimates are above 12mbps or sometimes lower onto congestion network... but yet i always tend to play my xbox one or ps4 when its slow... i only play in single player... also i dont have no slow speeds... EXEPCT when its the peek hours... and also peek hours are from 5pm to 2am... they suggest you use the internet during the day time cause the speeds are much faster that way. :3
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Diana, Viasat Employee

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Hello Patricia, Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at ViaSat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software.  Because of these many variables, ViaSat cannot guarantee any particular speed to you.  Send your account information to exedelistens@viasat.com and we can look at your account to figure out what may be causing your slow speeds.
(Edited)
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Patricia Niemann

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While I clearly understand that "periodically" there will be interference, we have found that even early in the billing cycle, good weather, evening time, new router, we continually experience extremely slow connections and sometimes no connection at all. I will send my account information to the listed email.
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xode0000, Champion

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What does http://192.168.100.1 look like?  If you post the screenshot, please make sure that you first remove all personal and account information such as MAC address.  In particular, what does SNR and IFL look like?  Gwalk900 stated above some possible physical causes that could affect service.  Here are other possibilities: your Exede modem and/or other router might be getting too hot; your satellite dish might not be pointed correctly.
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Dexter Lumen

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This past month has been one of the slowest I've ever had. Currently an estimated 1 hour to download a 170MB file. Exede is a complete joke.
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Tim Spake

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Apparently You and I must escalate to get what we paid for.
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xode0000, Champion

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And that is a problem?  How?  At least Exede makes it relatively easy for you to escalate when you need to, unlike, for example, Verizon.
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Tim Spake

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It hasn't worked for me and I still have slow speeds even after several attempts to "escalate" . I know that "up to" means they are going to hide behind legalese. Thank you for your concern