Slow Speeds Help Please

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  • Problem
  • Updated 3 years ago
I've had this internet for about 6 hours or so and I have had no more than 20 kb per second of download speed and it is not changing whatsoever. I can barely watch videos if I let them buffer at 144p for about 10 minutes. I was wondering if there is a fix or not because I'm paying for the best deal possible where I should be getting 25 MB per second. Help, please.
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Average Homeboy

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  • Confused and Frustrated

Posted 3 years ago

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xode0000, Champion

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What does http://192.168.100.1 look like and how fast do the pages there load?  Those pages show the specifications on your Exede modem.  If you post a screenshot, please remove all personal account information such as MAC address before doing so.  Specifically, what is the SNR reported by those pages and there any problems listed.  Another possibility: how hot is your Exede modem getting.
(Edited)
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ggg rt

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Wow I am only getting .12 at times..Just the throttled speed..
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Tim Spake

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Get ready to waste some time with customer service. Soon you will get the cure all "send me your info" message. You will also be told that you are getting up to 25Mbps. Just like I lost up to 40 pounds this morning. Good luck, I have given up on any video watching.
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xode0000, Champion

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Get ready to waste some time with customer service. Soon you will get the cure all "send me your info" message. You will also be told that you are getting up to 25Mbps. Just like I lost up to 40 pounds this morning. Good luck, I have given up on any video watching.
And exactly how does this help Average Homeboy solve his problem?  Not at all?  That's what I thought.
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ggg rt

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The secret is...the sats cannot handle the load.. but do not tell anyone..please
(Edited)
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xode0000, Champion

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Again, your response here does not at all help Average Homeboy solve his problem.  "The sats" handle the load for me just fine.  "The sats" handle the load for many other people all over the U.S. just fine.  Stated another way, my system works and yours doesn't.  So, what is it about your system that makes it not work.
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Tim Spake

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I don't think either of us work for Exede but as unsatisfied customers, we too can voice are displeasure of slow speeds here.
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ggg rt

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Now you are calling the techs that told me this a liar.. I spent many hours of issues and BS to finally be told this was the problem and nothing could be done. So please enlighten me
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ggg rt

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Please do.not make me have to play the recordings of conversations that I have had..
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xode0000, Champion

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I spent many hours of issues and BS to finally be told this was the problem and nothing could be done. So please enlighten me
Repeating most of what Gwalk900 stated on this forum at https://community.exede.com/exede/topics/slow-slow-slow-kg2kb2gy0fw17

"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 [on this forum] run remote diagnostics on your system to rule out modem, coax grounding and TRIA issues.

Respond to their request for email account info [to exedelistens@viasat.com]They can, if warranted, bump your issue direct to Engineering.  Engineers work with facts and data ... give them some.

Create an account at testmy.net. 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/downlink servers."

When downloading a file just 2 days ago at a time coming up on peak hours, I got 2.5 Mbytes a second.  If I can get that kind of speed, so can you.
(Edited)
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Tim Spake

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Seems to me most of get the Tier 1 & 2 responses when in fact they know it's not going to help. Now that's customer service. Thanks for letting us know about the upper level. My problem can't be corrected since it's due to numbers of users not my equipment.
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xode0000, Champion

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My problem can't be corrected since it's due to numbers of users not my equipment.
Did you not read my post above?: "They can, if warranted, bump your issue direct to Engineering.  There are things that can be done to your assigned uplink/downlink servers."
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Tim Spake

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So they choose not to fix a problem. Isn't that special? My bet is that I will fall in the "if warranted"  category since I have been given the catch all response "up to" when complaining about my speeds be very slow most times that I am at home. I guess I will try Tier 5 or 10 support now.
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ggg rt

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Tim regardless of all the"possibilties" my point is that for some users their is no fix other than changing your expectations.
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Tim Spake

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That is something I am NOT going to do since it was sold as 12Mbps and then upgraded to 25Mbps. I seldom get either.
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ggg rt

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I really do hope that you find a solution.Good luck
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Tim Spake

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Thanks, been a frustrating year. My highest usage has been 23 Gig and I have 150 in plan but can't use it for video.
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Deku (The #1 Hero Data Saver), Champion

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oh just to tell ya its mbps = megabits per-second NOT mb = megabytes... everyone tends to get confused a lil bit about that stuff... but also during peek hours are from 5pm to 2am. because everyone is online... also its summer break for the kiddies... so yeah... they will be on it alotta. also it can sometimes congestion onto your network... but also everyone has to share the bandwidith with everyone... not just one person can have it all...

also exede suggest that you use the internet during from 2am to 5pm. right before the peek hours... also for me i use it during the day time... and stuff... that is less people online... but yeah hope ive helped ya!!!
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Brad, Viasat Employee

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How's your data Average Homeboy? If you're over the data that will certainly slow things down. During our peak hours (5pm-12am or so) you may experience slower speeds and some activities may be limited due to the business of the network at that time but if you're not over your data you should be better than what you reported. You may already be trying some of this but this is some of the tips we have for streaming on our service: http://help.exede.net/articles/General/Tips-for-watching-video-on-Netflix-and-YouTube 

Feel free to email me at exedelistens@viasat.com and I can take a closer look.