Slow speeds

  • 5
  • Problem
  • Updated 2 years ago
  • (Edited)
Very slow speeds for months now, and I've had almost as much as I can take.  I've figured out what the problem is.  Exede has over sold  their product,  I've been doing speed test at different times of the day for the last few days and here's what I've found.  1st I am located in GA, Eastern Standard Time Zone.   This morning I ran a speed test 7:27 am   Great speed 17.83mbps down 4.5mbps up   no complains.  I ran another speed test at 11:12 am    6.3mbps down and 1.3mbps up   just ran another test at 2:47 PM   5.5mbps down  and i just retested again  5.3mbps down haven't even fooled with the uplate test since I know they are going to be very slow   all these test have been ran on Testmy.net    In the evening around 7:00pm My service sometimes gets so slow until you can't do anything on the web due to connections timing out.  
To my point this isn't a problem on my end this isn't rain since it's blue skies all day long. this is very simple supply and demand problem,  My contract doesn't say I will receive 12mbps  when everyone  is asleep.   I am paying premium rates for this lack of service.  Over $80.00 per month for 12Gigs under the Liberty plan.  I currently have over 11Gigs of my allotted 12 gigs no used for this month. So I should be receiving much higher speeds,  Understand I'm not expecting 12mbps, but come on I do expect 9.5- 11 during the peak hours.

By random testing I've already proved its not trees, rain and any other excuses Exede wants to say it may be.  Signal Strength is excellent..    
Photo of David Christian

David Christian

  • 25 Posts
  • 3 Reply Likes

Posted 2 years ago

  • 5
Photo of JEP

JEP

  • 986 Posts
  • 718 Reply Likes
Welcome to the congested beam club.  I am in central Virginia and my speeds vary from +18 Mbps in the morning to 1-3 Mbps during prime time while within my data cap.  I think the only relief will come from users migrating to land based systems as the infrastructure grows and/or when ViaSat 2 comes on line, maybe in 2017.  I am only 40 miles from the White House and am amazed that so many people are on satellite Internet in this area.
Photo of Gregory Davis

Gregory Davis

  • 27 Posts
  • 14 Reply Likes
Central Virginia - I thought I lived in Central Virginia living between Charlottesville and Lynchburg. I was originally on Widlblue's first satellite and have heard that they had stopped selling in certain areas due to congestoin (i.e. you can read that as being oversold). Having a minor in economics this can be simplified as SUPPLY & DEMAND. With Viasat and other providers trying to meet DEMAND (and of course make a profit) we can hope for more options in the future. Where I live it's either Viasat or Hughesnet. Another option that I have in the area - MiFi, which is point-to-point system with a max throughput of 25 Mbps. Unfortunately topography is preventing us from getting an adequate enough signal to work for us. Verizon is also laying fiber - but not close enough yet....
Photo of LorrieL

LorrieL, Champion

  • 635 Posts
  • 214 Reply Likes
Gregory, you live where I do--I think "central va" covers a lot....and where you and I are is part of central va...I thought I was in beam 329--looked like it on a map I saw...but when I asked exede recently, found out I am actually in beam 328--but the congestion problems I have are pretty exactly the same as reported by folks in the 329 beam adjacent to mine.

anyway, I have the exact same options, or lack thereof, that you have.  I used to have hughesnet--when I switched to exede, it was because I could get the most for my money via a classic plan with excede which had the LNFZ that hughes no longer has...only looks like Exede may be phasing out the LNFZ as well--since newer Liberty plans have no LNFZ.

With the speeds during prime time going down, I may at some point have to reconsider Hughes, esp if Lnfz stops being an option with EXEDE.  Unless some  land based options turn up.
Photo of Ann Ketchum Kuehnel

Ann Ketchum Kuehnel

  • 22 Posts
  • 3 Reply Likes
It doesn't get any better! We need a class action suit.
Photo of Gregory Davis

Gregory Davis

  • 27 Posts
  • 14 Reply Likes
Not sure a class action suit is the right approach. I'd prefer to work with our government representatives to seek a solution - I know this has been done already - some poloticians have even campaigned to provide "good" internet service to ALL households. As a side note our county had received government grant (not sure if it was STATE or FEDERAL $) to provide better internet service to ALL county schools. They were running FIOS to all the schools - they ran out of money so one elementary school was left out. Their solution was to run a T1 line to that last elementary school. We are so lucky that that is where our kids go to school. Talking with the school's principal "It's OK if your using a computer that is directly wired to their T1 modem" - their wireless devices/speeds suffer. Note that T1 is like 25+ years old technology.

Our national highway system was proposed by President IKE during the 1950's - just looking at what it did to our country's ability to TRAVEL, move merchandise, expand areas of commerce, ...

We now have three Satelite Internet providers (Exede, Hughesnet, Dishnet) - maybe a fourth if DirecTV decides to join in. Other options are slowly moving out into the rural areas - but those are being privately funded (mostly). I feel that a FEDERAL solution should be explored and that a one solution fits all will not work because of several factors: technology, topography, politics (local, state, federal,...), and mostly cost.

I know that both Exede and Hughesnet have plans to launch satelites so they must see that the demand is there. Dish has also entered the internet market so they must think that the customers/demand is there as well. As I mentioned in an earlier post we live in a rural area which has limited Internet choices (dial-up, Satelite, or MiFi). Some of our neighbors have MiFi which is a radio system - need line of sight - up to 25 megabits/sec speeds. The nearest node is less than 2 miles (as the crow flies) from our house - but topography is preventing us from getting a reliable connection. So for the forseeable future I will be a (happy) Exede customer always looking for something better (may not be cheaper).
Photo of Steve Frederick

Steve Frederick, Champion

  • 2520 Posts
  • 1550 Reply Likes
Gregory, one comment about the number of satellite internet providers. There are really only two, Exede(ViaSat) and HughesNet. Dishnet provides its internet service through either Exede or HughesNet contracts, and AT&T(DirecTV) provides its satellite internet service through Exede. This is information from AT&T's website for satellite internet.

I am very happy with my Exede internet, have been with Wildblue from 2008 to April 2012, and with Exede since April 2012. As with most of us rural dwellers, if a ground based system were to become available to us, we would naturally make the switch.
Photo of LorrieL

LorrieL, Champion

  • 634 Posts
  • 214 Reply Likes
Gregory, I could not agree more with everything you said.  People so often make the mistake of blaming the ISP provider, rather than looking at the big picture, which is that options for people living in rural areas are very limited, for a number of different reasons.  The government, as you point out, has said it is going to address this problem, but I haven't seen this happening in any way where I live.

As to there not being one or two solutions, again you are right on the mark.  My brother, who lives in nice, flat, Florida (no offense meant) was telling me how great his "line of sight" internet service is...and I immediately knew that wasn't going to be an easy simple solution where I live, where all is mountainous and hilly.  This line of sight technology has begun to be offered in some areas around here, in a limited way, but it won't work where I happen to live because of the topography.  Heck, I still can't get reliable cell phone service where I live, whereas, if I lived a mile or 2 in another direction, I'd have wonderful cell service.  I can't figure out who to blame for that.

As for blaming an ISP provider for "overselling", well that is a terribly complicated issue that involves so much more than the idea that a company would be so short sighted as to deliberately oversell and denigrate the quality of their service.   I sometimes seems to me that people (like me) who are not involved in business for a living may not understand the numerous factors involved in making decisions about "selling".  

which is why I am glad there are people posting here who have a better idea about how such things work.  Would hate to waste my time and energy on class action suits applied where it really isn't going to help.
Photo of Gregory Davis

Gregory Davis

  • 27 Posts
  • 14 Reply Likes
Steve, thanks for setting me straight on Dishnet's internet offering. I had heard several years ago, talking with a Wildblue installation service tech (a sub-contractor) that Wildblue was not selling in certain areas due to beam congestion and that they we're getting some extra satelite capacilty from some of the DIsh satelites? Not sure how that technology would work . My thinking is that Satelite TV is designed more as a one way path, maybe Dish has some bi-directional capability built in as well.

Go Viasat2 - even though it may not , in the near term, alter what is being offered to us East Coast customers, it's success my lead to a Viasat3.
Photo of Steve Frederick

Steve Frederick, Champion

  • 2520 Posts
  • 1550 Reply Likes
Gregory, there is no special magic with Dishnet internet. When you contract through Dishnet, a separate dish will be installed for the internet. Depending on the area, and the desire of the installer, it will either be Exede or HughesNet. I understand that some of the installers will let you choose which one, but it also depends on how loaded the area of installation actually is, like customer loading in that area. Dishnet has their own data plans, but the services are contracted through the two satellite operators. My feeling is that getting the internet service directly from either Exede or HughesNet, from a local dealer, is the better choice since problems will be resolved much quicker through the dealer with a local interest. Just my opinion, nothing else.
Photo of LorrieL

LorrieL, Champion

  • 635 Posts
  • 214 Reply Likes
I don't know that we can assume the entire problem is due to exede "overselling"--how much and in what ways people use the internet has changed in a huge way in recent years, resulting in the average internet user gobbling up tons more data than they used to.  I doubt that anyone, including ISP's can project into the future some of the things that are happening and have happened...and I don't know whether they could legally be expected to.  Maybe, but I just don't know.

People don't look at the internet as being a limited resource, but particularly with satellite internet, internet usage is a limited resource because the capacity isn't unlimited.  This wasn't a big problem until the amounts of data individuals use began to increase exponentially.  

What we are seeing all over is that companies, including cable companies, are now finding it necessary to limit the amount of data/bandwith customers can use.  But those companies don't have the same finite limits of capacity that satellite internet has.

I am not happy about what is happening, but I am just not sure that this is "Exede's fault".  
Photo of johnny c

johnny c

  • 265 Posts
  • 109 Reply Likes
All systems slow down during hours of max use.   The problem is FIOS and cable slow down does not adversely affect the users normal surfing/downloading etc. experience.

Sat technology suffers much more noticeably.  So that is why there are so many unhappy customers.

So 95 percent of the Exede customers have no other choice, ( other than another Sat company, which will be no better). 

So who is at fault for the slow speeds.  Exede is, they know their capability based on simulations run, computed on their infrastructure/system.  They aren't going into this blindly, oh i didn't know customers would spend so much time on face book uploading etc., shows on demand, you tube, other social networks, gaming,  Of course they understand the demand side of the equation.

So what can they do to give their current customers a good/satisfactory experience.

Put another sat up, they are in the process of doing this.

Devising strategies to get the most out of what they have, they have, Liberty plan, LNFZ, whatever the names of the other plans are, so they can service their customers demand to the best of their abilities, within limited resources..

What they haven't done is to stop selling the system to new users.  As long as they continue to sell to new customers than the congestion will only get worse.

Exede like other companies sell a service/product and they are not likely to stop selling to insure that the current customers get reliable, adequate service around the clock..

So again i say it is what it is: and i will add it is going to get worse, (new customers) before it gets better (viasat II)

We just have to deal with it, because we really don't have an alternative. :(



.
Photo of David Christian

David Christian

  • 25 Posts
  • 3 Reply Likes
I just did a speed test, and this is what I am raising hell about I am on Priority Data it's 9:47 pm   and my test speed is a super fast  741kbps   this is ridiculous.  I switch to the Liberty Pass due to exede  promoting it. there salesman was  saying you will still have the High Speeds on Priority and will have a throttled speed once the priority is used.  I had no problem before I switch to pay for extra data when and if I used all my priority data.  At these slow speeds I want have a data problem. I do have a problem  when I have to wait when I click to go to almost any site, and sometimes the sites time out.    As for the speed test I use Testmy.net   

 I do blame Exede for the slow speeds they should not be adding new customers if the system is overloaded. If existing customers are blowing through Data then why not do a daily data limit with super high speed say 500mb our something after you use up your 500mb then your speed starts slowing.  down even in priority for that day.  Next Day you have another 500mb of fast speed,  Once again I am talking only if you have priority data available.  

Has anyone every used Dish Net and if so how was it.  Dish is offering me 50Gigs 20 Gigs anytime at 4G Speeds for $60.00 a month..  I am already a dish customer for my TV..     Just weary of a 24 month contract.   

Photo of LorrieL

LorrieL, Champion

  • 635 Posts
  • 214 Reply Likes
as I suggested above, 
If you keep seeing consistent download speeds of only 1 Mbps while in your priority data stage, then I think something is wrong and you need to contact Exede and discuss this with them directly

If you want to know "how dishnet is" you could try their forum -- I googled to look for an address and found:

https://support.dish.com
(Edited)
Photo of David Christian

David Christian

  • 25 Posts
  • 3 Reply Likes
Thanks Lorriet for the Info.

They are consistent in the evenings  very slow speeds.  Did another Speed test this evening and once again 1.3Mbps down  I don't even fool with the up load since its less than 1Mbps.     Early morning's  are consistent super fast.  16-24 mbps on average.  Only problem is I don't have time to just surf the net, Go to ebay, and Email.   Excede is wanting to send someone out,  Not on my DIme. If they want to send someone out then they pay the bill for the service call.  My signal strength is 7.8,   I've done the test, I do know alittle about how the system works and once again during the Non peak hours it runs great, which clearly shows there's nothing wrong on my end.   I hate to leave them I do have some choices

I can have 1-3 mbps download for $20.00 a month Unlimited through Windstream.  

My slow speed problems started when they started offering the Liberty Plans and then talked me into switching to it.  Basically Its like being on the Liberty Pass at all times even on Priority.
Photo of David Christian

David Christian

  • 25 Posts
  • 3 Reply Likes
Lorriet
Just send your post about your cell service, Ours use to be the same way, Dropped calls and so forth one minute you have service next you don't.  We purchased a Wilson Repeater for Our house and One for my truck.  No more dropped calls always have signal with it. 
Photo of Brian Shackelford

Brian Shackelford

  • 847 Posts
  • 243 Reply Likes
I would encourage anyone experiencing these types of slow speeds to do a few things (remaining nice and polite the entire time):

1. Run a couple of speed tests and document the speeds and the exact time you ran them.

2. Reboot your modem and test again.  Rinse and repeat a couple of times and see if the speeds improve at some point in that process.

3. Once you have the the results of 1 -3, call customer care and document the issues.  Ask for a supervisor if you feel the first person you speak with is not quite getting what you are talking about.

4.  On the phone with customer ask them to check the network conditions at the time you call and run a test while on the phone with them.  

4. Repeat steps 1-4 several times as needed if the problem continues and the next time request customer care to escalate the issue.

5. Exede may offer to schedule a service call.  Since there is typically a charge for a service call, request them to escalate the issue first to ensure there isn't something else causing the issue prior to you paying for the service call.

There may be more issues in the area that Exede simply is not aware of as people are not bothering to do the above and call in.  Just like anything else, can't expect someone to fix what they don't know about.
Photo of David Christian

David Christian

  • 25 Posts
  • 3 Reply Likes
Just did another speed test here's the result  it was taken at 8:32am  This is why I say they have over sold their services.  Great super speeds in the mornings,  speeds so slow you can't do anything in the evenings.  Equipment issues, do not come and go on a daily basis. 

I have called customer service, and they do want to send out a service man, My question is for what, The speed test in the mornings proves everything is running great.   My dish is fine and doesn't need adjustment.  Look at my download speed in the mornings. Its above their advertise speed of 12mpbs.  no complaints when it works.

 If their service man show up right now and check the alignment and moved my dish 1/32" of an inch.  and then preformed a speed test.  He would report back I fixed the problem Speed test shows 16.1 Mbps and Exede would use those numbers to sell more service.  I would be charged for a service call, and nothing really got fixed.  I will be adding a speed test for this evening later today.


this result
(Edited)
Photo of JEP

JEP

  • 986 Posts
  • 718 Reply Likes
David - There are a lot of variables in what determines your speed on satellite Internet.  I was convinced that where I am in Virginia, Beam 329, that congestion was the main culprit since my speeds followed an obvious pattern of slowing down in the evenings and weekend mornings were slower than weekday mornings and LNFZ was a major slowdown until 2-1/2 hours in. I still think congestion is the main issue, but there are other things going on.  After several weeks of periods of slowing down, my speeds are getting more uniform. I'm now getting +10Mbps some evenings and really don't check speeds so much since it is becoming a non-issue.  I have to wonder if things are being tweaked on the ground system to improve throughput during the congestion periods. I think Brian had the right idea, but I would ask them why do they want to send out a service guy.  What do they see/measure that would indicate that there is an equipment/alignment problem on your end?
Photo of Brian Shackelford

Brian Shackelford

  • 847 Posts
  • 243 Reply Likes
David -

I suspected the same thing you did, however if you refer to the other thread here about my experiences in Beam 329, you can see that Exede is working to implement some improvements - some of which I believe JEP has already seen the effects of according to the most recent post made in that thread.  As far as a service person coming out, I would ask two things:

1.  Why would it be an equipment problem if it works fine in the morning and then does not in the evening

2.  If the service call does NOT resolve the issue, will Exede commit to covering the cost of the call?

I have no problem paying for a service call if the problem is resolved.  What I do have a problem with is paying for a service call and then the person coming out and the problem still remaining after they left.
Photo of Brian Shackelford

Brian Shackelford

  • 847 Posts
  • 243 Reply Likes
Just to add to this.  I used the test at www.testmy.net and used the autotest set at around 18 Mbps for either 30 minute or 15 minute increments for 2 to 3 hours to give a good record of what was going on.  I also started a constant ping test during that time so that I could measure any packet loss. 

While these things are stuff a customer has to do when the problem is occurring and it can take some effort to setup and measure and does use some of your priority data, if it provides Exede the empirical data they need and the problem gets resolved it is well worth the effort.
Photo of David Christian

David Christian

  • 25 Posts
  • 3 Reply Likes
Steve,
I am on Beam 350  I live in the Southwest Corner of GA next to the FL Line about 45 miles NW of Jacksonville Fl 
Photo of David Christian

David Christian

  • 25 Posts
  • 3 Reply Likes
Had a service tech call me this evening he was from Jacksonville Fl and wanted to come out to the house and check my equipment, We talked for a few minutes and he agreed, nothing is wrong with my equipment with it performing above advertised speeds in the mornings, And stated there's only so much bandwidth to be shared in the evenings.  He still offered to come out, but I told him it would probably be a waste of time.  So as of now he's not coming out. 

Just did a Speed test and as usual in the evenings.  SLOOOOW  SPEEDS 

 this result