slow speeds again

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  • Updated 1 year ago
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for the past week or so been getting crap speeds.

I know you guys claim you don't cap speeds but your shapper sure does.

anyway here is what I experienced tonight with clear weather over my location, my gateway, and my core node.

12-1am 2mbits/s
1-2am 4mbit/s
2-3am 6mbit/s
4-4:40am(now) 8mbit/s
you see the pattern here?

kinda ridiculous my free-zone almost over and still not getting my rated speeds

Im sure I run a speed test at 5:01am and im getting 12mbps though.........please remove the stupid throttling you added in past week.  Thanks!
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phinneus

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Posted 1 year ago

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phinneus

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update 5:25 and getting 14mbps! as predicted.........remove the dumb caps
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Steve Frederick, Champion

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What you are seeing is the slow speeds due to the large number of subscribers downloading large files, streaming and game downloads during the Late Night Free Zone, and not throttling by ViaSat.
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phinneus

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do you work for exede?  If not......not sure how you seem to know how there data managment policies work and are obviously speculating the same as me. I woudn't call speculation advice and is not needed.

Ive heard it all before...........and like I said unless they added a ton of subscribers at some point in past week or magically all subscribers on my beam magically decided to use free zone.....((not to mention most people moving to liberty) which would free up traffic during free zone).....This is a configuration change on there end......which is making the freezone pretty much worthless.

I can see the cap for first 2 hours during freezone they use to impose but this new change is over the top.  Old system was 6mbps for first 2 hours(if congested) uncapped last 3 hours.

With this new configurations im averaging 5mbps for the full 5 hours of freezone . I even posted hourly speeds at the top.

If I call in they want me to sign up for easy care and have tech come out..........just a money grab and no help........next your gonna tell me they don't make a commissions of easycare......that just push it every call for the sake of there customers?  You believe that I got some ocean front property to sell you!
(Edited)
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Brad, Viasat Employee

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Hi Phinneus,

What plan are you on? A lot of times in those late night free zone periods is when some of the largest files are being downloaded and we see something of a second Peak hour time frame where speeds may slow depending on the beam you are in. Feel free to email us at exedelistens@viasat.com and we'll take a look at your account for you.
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phinneus

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classic 10.......and liek I said this literly just started in past week

IP Layer DFW
Gateway YWG
Service Area 314

ill attach router snapshow of speeds......though this looks liek it fluctuats......but it reality it dont really that much.........average I stated was 10 min average in original post between the hours specified



green down and blue is upload btw

my upload was actually faster then my download for first 3 hours of freezone :/
(Edited)
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Old Labs

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FWIW and if this is a screen capture from your router, this isn't a graphical measure of speed but rather throughput. Speed, bandwidth and throughput despite similar units of measure (and some correlation to one another) are actually quite different. Too much to detail here, but a Google search on "speed vs bandwidth vs throughput" should yield greater detail - even then you'll find some disagreement over the terms.

Suffice it to say that throughput represents the actual amount of data transferred during a period of time. To approach 12 Mbps throughput would require a continuous/sustained transfer of data at that rate and it takes two to tango...

All ISPs play fast and loose with the term speed - in fact what they are really referring to is bandwidth (a measure of capacity not speed).

But overall, yes during free zone and the summer months there has historically been a greater demand placed on an already limited capacity. With the recent introduction of the 0300 - 0600 free zone for Liberty plans, that demand is now even greater. While it's typical to think peak usage is limited to the evening hours, there are any number of factors that can cause a spike in demand at any point in time.      

The demand for "free stuff" never ebbs ;) 
(Edited)
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Bev, Champion

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Looks typical of a congested beam to me. Speeds increasing as people finish whatever they are doing, or have scheduled to happen during the free zone.

With schools out for the summer, more youth are staying up later to do game updates, download music, post videos, etc... It is possible that the last day of school for your are was this past week, thus more people using the LNFZ.
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Barry Paepcke

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I did not relize congestion during lnfz would affect the speed I was under the assumption the speed would stay at 12mbs 
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Bev, Champion

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I wish that were true Barry as, I'm sure Exede does as well. Unfortunately for all of us, that is not possible. Each beam on each satellite has a finite capacity to handle data transfers.

The more data transfers happening at any given moment, the less of the total capacity of the beam each transfer can be allowed to use. For you and me, that translates to slower speeds due to congestion.

For Exede, that translates to "We need to build and launch more satellites." And they are doing just that. :)
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phinneus

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I just cant understand it..........almost 4:00am and I been at 2mbit since free zone started.........this is ridiculous.........been with exede for 4 years.......and NEVER have a seen speeds this slow for so long.  Honestly thinking about going back to hughes at this point........I don't think I can survive another 6 months before new satellite is ready(Not with speeds like this.).......hughes is already in the sky.

gonna call in and ask if my beam is congested now.........ill update when I get a response......

so no congestion the rep tells me reference call #29576288
(Edited)
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Bev, Champion

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You have been told why this is happening and, presented with very likely reasons it may have started recently. If you choose not to accept the reason for the slow speeds or not to consider the suggestions as to why, that is your choice but, we have explained the issue as best we can here.
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Steve Frederick, Champion

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phinneus, I don't think that your beam is very highly subscribed. You and I are on the same beam, 314, with the same gateway. I am on the Liberty 50GB, 12 Mbps plan, and during the daytime, I typically am getting 18 to 20 Mbps, during the evening prime time, I still get between 9 and 12 Mbps, this with my priority data. I do not use the free zone, so I can't tell you what speeds I might get during that time period.

I am talking about  the speeds that I measure using Speedtest.net, testmy.net and the speed test app in the eSVT tool. As Old Labs pointed out, you have posted the results of the actual downloading of files, which will never reach the same speed indications of the speed tests, for the reasons that Old Labs outlined.
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Bev, Champion

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Exactly, Right now my speed test shows 14.6 Mbps, a file downloading from Origin Games runs at 758 kbps and. one from Glyph at 10.7 Mbps. (note that Origin is typically very slow compared to other download servers - 1 Mbps is screaming fast for Origin downloads most of the time.)

Actual file downloads are rarely as fast as your actual speed and, actual speed (via a speed test) is what Exede sells. They have no control over the external servers nor the hops outside of the Viasat network that your connection may use for file downloads.
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Todd Burnett

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I can turn off my computer and my dada use still goes down and its slow when I use it!!
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Bev, Champion

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Todd, the modem does not report usage in real time, it reports several times per day and, generally usage will update in 15 minutes or less but, it can take as long as 24 hours for usage to update. That is why you may see usage being posted after you stop using the internet.
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Diana, Viasat Employee

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Todd,   Bes is correct.  The modem does not measure data real-time. If you would like more details, please send an email to exedelistens@viasat.com. Thanks.
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phinneus

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Im cluesless why im getting these responses.........my speedtests are crap.........my throughput is crap........and my actual speeds are crap...........I call in and am told there is NO CONGESTION.......I even provide reference for the call that has documented speed tests.

This worked fine for 4 years for the most part.  as of a week or so speeds only during the freezone have tanked.

Also my speed tests match the speed my router is showing in graphs........usually slightly higher......but not much +1mbp/s at most.

So what your presenting bev is not a actual cause to my problem.  As I stated,  I called into support and asked about congestion.  I was told there was NO congestion on my beam.

and traffic in my graphs ia s mix of different sources.  Netflix, Cloud, FTP, and web traffic.......you notice how its all the same speed?

anyway here is graph from last night........dont expect any help but you have ticket # from previous post



not to mention by 5:15am I am gettign 14mbps speeds

I ran prolly at least 10 speed tests via myesvt along with speetest.net during the hours of 12am-4am and all stated 2-3mbps which is same speeds I was actually seeing!
(Edited)
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James E Besser

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If you don't like exede why don't you move on your getting yourself all worked up we are all in the same boat
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phinneus

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slowest speeds ive seen in 4 years on an uncontested beam........you cant group everyone using exede together.  Some beams have more available capacity then others due to less subscribers.
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phinneus

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Waiting to hear back from 1 more wireless company before making call to hughesnet.........there literly my last resort.(I came from there to exede)
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Todd Burnett

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This is the worst internet I have EVER had. They wont last much longer if they dont do something!!!
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Bev, Champion

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8.9 Mbps is not terrible, that's more than enough to stream anything you want, 4 is a bit slow but, again fine for most things, I just don't see a major problem here. Slowed but nothing congestion, (even if rep says no because beam is not 100% at capacity at the moment he/she checks it.) possibly due to the host server, any one of the up to 30 hops along the way, a storm at your home or gateway, or simply more than one device connected to your wifi or, you doing more than one thing online at the time.
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phinneus

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weather clear over core node, gateway, and home location at time of call in.  First thing I look for.

If I was seeing 4,8.9, or hell even 6 I would not be bitching...........im seeing 2mbps from 12am-4:30am!!!!!!!!!!!!

4:30am it went up to 6mb-8mb/s
5am it went up to 10-12mb/s

anyways called in again.........talked to supervisor in T2.......he spoke to noc and they belive they found the issue and reverted change in my modem back to original settings before issues.  Fingers crossed for tonight!

btw I Was told it was a gitch on there end.......not congestion!
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Bev, Champion

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Well, run a few tests and see how it's doing, even the Google test is good. Just search "Internet Speed Test" from Google.com and, it pops right up.
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phinneus

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I cant do any testing outside of free zones(issue was only during freezone).......but supervisor I spoke with felt very confident they found the issue and fixed it............must wait 2 more hours to see though
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phinneus

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well the optimism was thwarted........ill wait till 3am though to make sure not just early freezone congestion before jumping the gun.  I kinda feel like there working on it though cause my modem has restarted about 3 times so far........will also check weather
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phinneus

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Called in tonight to talk to tier 2 and guess they closed early..........lol

Thought viasat was a corporation not a mom and pop shop :P
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phinneus

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lol tier 1 finally got ahold of tier 2 and they said too bad we closing in 2 minutes..........after being on the phone for 45 min with tier 1 lol (I called in asking to speak to Tier 2 as instructed by brian from a few nights ago)

such a joke...........getting transferred to tier 1 supervisor but highly doubt that will help anything.

Another night of crap speeds it looks like
(Edited)
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phinneus

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Tier 1 supervisor........."call tommorow"...........way to jerk around your customers exede
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Bev, Champion

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I'm sorry everyone in the world doesn't like to work 24/7 with no rest as you must if quitting time upsets you. Do try to call at a better time tomorrow. They will see if there is a problem that can be fixed, just have to call when the tier two people are at work.
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phinneus

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lol wish you would just butt out if you have nothing prodcutive to say.......honestly.

maybe you just cant read properly.......ill try and spell it out for you

"Called in tonight to talk to tier 2 and guess they closed early..........lol"
That means I called in during normal tier 2 business hours and rep said no answer they must of closed early?  Is that clear.......be sure to stop me if you have any questions!

"lol tier 1 finally got ahold of tier 2 and they said too bad we closing in 2 minutes..........after being on the phone for 45 min with tier 1 lol"

What im explaining here is the fact that I was on the phone for 45 min with tier 1 and she tried 1 last ditch effort to get tier 2 on phone.  (Not sure if I can clear that up anymore) At that point they were closing in like 3 minutes and said to call back tommorow.

I specifically called in to talk to tier 2 with a little under an hour left of business hours given. I honestly dont see why you would lash at me over that.  Not everyone can call of work etc to speak to tech support.  Guessing that is what your expecting me to do?

Also at no point in any of my messages did I say I expected them to work 24/7........again not sure why your attacking me.  I called with almost an hour left of tier 2 stated business time.......after normal hold time etc getting to tier one plus automated menus.......I had roughly 45 min left when I reached tier 1.

And whole point of all this is I DID CALL during tier 2 business hours.  TIER 1 told me "they must of went home early". She tried 3 times total due to me telling her to try again. 

When I initially got Tier 1 on the phone I told her "I was told to call back in if my problem persisted and ask to speak with tier 2"

Thats exactly what I did during Tier 2 Business hours.
(Edited)
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Jim16

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Wow, I can see why no one wants to help you.
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phinneus

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why cause bev chooses not to ready what I type?............I thought I Was pretty clear that I called in during business hours.
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Bev, Champion

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"Called tonight" around here (my home town area) means after dinner, after dark so, 8:30 PM or later. I wouldn't expect  anyone to be at any business except the night shift - lowest paid, no managers, no college or, security guards. In Excede's case, call center reps who read scripts.

I'd be pleased with a rep that informed me that the higher ups had gone for the day and, would return tomorrow (or Monday as the case may be) rather than wasting my time with scripts.
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phinneus

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even if said department has business hours on day I called in till 9pm CST and you called in at 8:15pm CST?
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rick.deyoung

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Phinneus......I think you might be running up against an Exede employee masquerading as a "Champion"..... (check her badge image and see if you don't find a reference to an avatar...just my $0.02)

I ran into the same Tier2/3 issues that you did and after much frustration, decided to dump Exede's services.

BTW, (ref: Bev's comment above ).......
I'm sorry everyone in the world doesn't like to work 24/7 with no rest as you must if quitting time upsets you.  
I've worked for the 5 major Telcos here in the U.S. and having worked with ISPs, understand that most ISPs (even the "mom and pop shops" out here in the boonies) have 24x7 technical engineering support.....but that seems to be an "internal option" only (i.e., only upstream providers can speak with Exede Tech Engr support after normal business hours).

if that's not the case, then I'm wondering what part of Internet Service Provider Exede emphasizes in their advertising because it sure isn't the "S".
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Diana, Viasat Employee

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Hi phinneus,  I'm sorry to hear you given that message. An agent, regardless of the time, should have worked with you.  Please send an email to exedelistens@viasat.com so we can investigate this and resolve your issues.  Thanks
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Toygod

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the more you use of your data plan the slower the free zone becomes 
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phinneus

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thats honestly kinda what im seeing also.......exactly what you mentioned.........I thought it was just me though.........you get a nice burst at start for like 5 min then instantly tanks for remainder of freezone..........funny thing is though they dont want to admit its a change on there end so im prolly heading back to hughes net(calling a few wireless prividers to see if they cover my area........hughesnet will be my last resort but they have fresh tech atm)...........no way I can deal with these speeds for 6 more months till viasat2 is operational.

right now since free zone started little over an hour ago ive gotten 1mb/s rock solid........service is a joke and a half

btw I speed test around 10pm and reached 14mbit/s

11pm 12mbit/s
12am 1.5mbit/s

lol
(Edited)