slow speed, cannot load some websites for 2 days now

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  • Updated 4 years ago
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I have had a slow connection and difficulty loading websites for 2 days now.  I have shut down/unplugged everything, restarted and nothing.  I have contacted customer service via chat, but the only solution they offered was what I had already done.  I've actually even system restored my computer, thinking something might have been downloaded onto my laptop.  I have the virtually unlimited plan, and am only at 20.4 with two days remaining, so slowing it down purposely shouldn't be an issue.  How can I resolve this?
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Chris

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  • Frustrated

Posted 4 years ago

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Emory Griffis

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I have been having this same issue every night for the past week; at first, I thought it was my computer but a system check came back 100% for the computer but identified a connectivity issue with the modem. Not the router, the modem and three separate platforms identified the modem as the cause. I've checked and the modem has the latest update. The only temporary solution I've found is to unplug it for an hour and then power it back up. I'm 95gb into the 150 plan so it's not a data throttle and it happens during the evening hours when I'm only browsing the web. I've had Excede for almost one year and have always been more than satisfied until this issue came up. Anyone?
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ExedeEmerald

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Hi Emory, I can take a look at your account and see what is going on to see what is causing you this issue. Please send me an email to exedelistens@viasat.com and I can get started. 
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ExedeEmerald

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Hi Chris, I would be happy to look at your account to see what could be causing you this issue. We have had a outage in some areas and I can look at your account to see if you were affected by it. Please send me an email to exedelistens@viasat.com and I will be happy to assist on getting this resolved for you. 
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Chris

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I sent it over last night, thanks
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Anne L.

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I am having the same problem. I work from home and depend on a reliable internet connection for my income. We've had our contract since late August or early September. This has been an increasing problem since the first of the year. I missed two deadlines for turning in work this past week due to connectivity problems, and one project I turned in was so hopelessly garbled that the client refused to pay me. I have not been able to accept jobs for 24 hours now because the service is so spotty.  This has happened off and on since we got Excede, but since the first of the year it has become so serious that I am looking at our contract to see if we can cancel it due to unreliable service. When we call Excede, they say there is a problem in our "area", whether that's the state or the entire midwest or our zip code, they can't say -and they are going to "put up another satellite". I can't wait that long - I need to pay my bills!
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david, Champion

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With these symptoms you more than likely have an install, dish pointing or modem problem or if you are using a router it might be your router if you haven't eliminated it as a problem by connecting direct to the modem.  I would be willing to bet it is something on your end of the satellite link. Mine started doing something similar last winter and spring and I found the idiot that installed my system used non weather sealed connectors out at the dish and they were getting water in them when it rained. The more often the rain once winter came the more often it dropped out.

I'd send a message to one of the Exede people here at  exedelistens@viasat.com to see if you can get it fixed.
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Steve Frederick-VS1/Beam314, Champion

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Hello Anne L., you should not be experiencing connectivity problem like you are. My suggestion is that you send an email to the Exede Social Media moderators on this forum at exedelistens@viasat.com. In the subject line put Exede Kim and in the body of the email explain your concerns. Also, include you account number or telephone number, since they cannot determine your account from your forum profile. You will get much better information, and assistance, from the email than you will by calling Customer Service, or even through the Exede help website. 

I  hoe this helps you out so you can  get reliable internet service.

Steve
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Exede Amber, Employee

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Hello Anne, I can take a look at your account to see what is causing this issue for you. So I can get started, can you please send me your account information to exedelistens@viasat.com.

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