Slow speed trouble

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  • Problem
  • Updated 2 years ago
  • In Progress
  • (Edited)
Iam on the Freedom 12Mbps Package and I understand in the area I live there islimited internet service.  HOWEVER when a company advertises speeds up to12Mbps and the customer service advisor states "If we advertise thatspeed, that's what we expect you'll get."  That is the speed (orpretty close to it) I expect I'll get.  I'm pretty level headed and figure"It's a satellite service, when a lot of people are on it might dip downto 9-10 Mbps during extreme circumstance..."  BUT I was VERY wrong!
I have tested my speeds randomly over the pastmonth...
Jan 29th... 1.14
Jan 29th...  .99
Jan 26th... 1.67
Jan 25th... .69
Jan 25th... .81
Jan 25th... 1.08
Jan 19th... 1.34
Jan 16th... .02
Jan 16th...  1.14
Jan 16th... .56
Jan 14th... 1.82

I think you get the point...  

I just got off the phone with a customer servicerep (after waiting on hold for 35 min) who spoke to a Tier 2 tech.  Shesaid the Tier 2 tech told her that Exede advertises 12 Mbps but they onlyexpect to get 5 Mbps at the most.  

I think if Exede know they will not get more than5Mbps and advertise 12 Mbps that would be false advertisement... 

The Customer service rep did a system reboot on mysystem and ran a speed test while we are on the phone and she saw my whopping1.02 Mbps speeds.

The Customer service rep told me they are workingon a network upgrade and it should be done in 2 weeks.  I guess we'll see. 

Sincerely,
Slo-Mo in IL
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Jason E.

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Posted 2 years ago

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brella

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I have had Exede freedom for almost a week. I get speeds less than 1Mbps every evening. One rep says congestion. Another said that is too low to be congestion and sent me to tier 2 and he bumped it up to 1.5 but it didn't stay there. Exede says should get at least 8 when congested. I'm getting what you would expect when you run out of data but I still have 90c/o. I filed FCC complaint and they have sent it to Exede. Maybe something will happen. I'm definitely not getting what I am paying for. BTW...Running .62 right now.
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Diana, Viasat Employee

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Hi brella,  When are you experiencing slow speeds?   How are your speeds currently?  
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Jason E.

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Is Excede doing anything to correct this?

It's Horrible!  
It took me almost 6 hrs to download a 2 Gig file for school the other day!  Seriously?  
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brella

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Hi Diana, I am not home so I am not sure. Usually they are anywhere from .2-.9 Mbps. I see this when I get home from work around 4:30. They stay that slow until I go to bed, 10:30-11:00ish. It has been like this since install. According to your website, this is the type of speed I would get when I run out of data. Thanks for your reply!

I would also like to say, I called a couple of different times and the rep was getting an error trying to run speed test. Diana, I just want what I signed up for and paying for. Thanks again.
(Edited)
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J&J

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Maybe a letter your State Attorney General can  do some good.
https://www.nytimes.com/aponline/2017/02/01/us/ap-us-internet-speed-lawsuit.html
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brella

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Welp, I got an email saying my speeds were tested and they were fine right now. It also said, and I am paraphrasing, "I'll have to live with the sucky speed I'll get when I get home and your not going to get what you paid for because there is congestion". Thanks for nothing exede. Should have stayed with dish. I have 8-9 neighbors that were waiting to see how this turned out. At least they won't get screwed. Just wished I wasn't the guinea pig.
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Pipe Pistoleer

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I'm getting the same treatment. Speeds right now attached. It's been like this for a few weeks.
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brella

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They act like we should be fine with this.