Slow speeds

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  • Question
  • Updated 2 years ago
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  • (Edited)
Our data allowance runs out about six hours in. Then we're running on Liberty plus for the whole rest of the month. Our speeds are so slow words can't even describe it. Our bill runs us about 177 and some change every single month. It's constantly disconnecting 24/7. Even during the free hours. And get this. Even when nobody's using any. After paying that much a month we can't buy more nor would we. Exede is a total waste of money and rip off. Never in my life been so disgusted from an Internet service. One things for sure. Even paying for the most expensive plan they have available. It doesn't make one bit of a difference in the service. I wish to God there was a different services available where I live. I will keep an eye out for one often. All the say when you call them is restart and bla bla bla. Never fix it. It's not even fixable. Can't fix crappy service. They are a rip off.
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Sharee Harrison

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  • Done

Posted 2 years ago

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Danielle Brennan

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You must be heavy users of the internet. I have been with satellite internet for about 8 years, with both providers, and seldom have run out of data. One has to learn how to use the data wisely. Exede has provided me with many of the data conservation methods, and I must say that has been very helpful. It takes time to learn how to adjust if you are used to having an unrestricted ISP in the past.
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JoAnn Groeger

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We have been with them for almost 10 years and never had a problem until our dish needed repair, we were lied to by technician to get new dish and router.  That is when our problems with using too much data started.  Never had problem with old equipment.  It started with the new equipment.  
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Diana, Viasat Employee

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Hi Sharee,  We sorry to hear you are running out of data so quickly. There are so many reasons this may be occurring. Here is a link that may help you with data consumption.
At your convenience please review this link; http://help.exede.net/articles/General/Maximize-Your-Data.  I hope this helps.

You can also send us an email to exedelisens@viasat.com and we will review your account.
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Coy Soto

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Hey slow down the internetz there!!! :3 YOU BEST USE YO DATA WISEEELY!
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Angel Malone

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Sharee, I have the same problem! So frustrating!
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Old Labs

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There are numerous ways that data can be consumed without your knowledge far beyond Windows Updates (although they are often one of the more common culprits).

For example, I can point you to one page right now that will chew up 38 MB of data pre-loading videos depending on how your browser supports HTML5 media and despite the fact that they do not play automatically - they are buffered in anticipation that you'll play them - depending on your browser there may be an add-on that will eliminate that pre-load behavior. With that add-on enabled in my browser that same page only chews up 65 KB (i.e. 584% less data). HTML5 media is the new standard for Facebook, YouTube and nearly every other major site.

Ads also utilize a lot of data and can be minimized through the use of an appropriate ad blocker for your specific browser.

Other applications beyond Windows Update also often have automatic updates that must be disabled for each application.

Smart Phones behave differently when connected to a WIFI connection as opposed to a cellular connection. They are intentionally designed to utilize more data over a WIFI connection than when used over a cellular connection.

And the list goes on...

There are numerous threads here in the community that deal with data usage and how to minimize some of the unknown and unwanted usage. Most advice is offered by those who've already gone through the pain of managing data on a severely capped satellite internet plan only because we have no other viable internet options available. With other viable options, the solution is simple. 

However if anyone having data usage issues wants targeted recommendations and not have to root through numerous posts that match their specific environments, you'd need to provide some specifics about your own unique environment:

  • What router (brand and model) do you have, if any?
  • How many devices do you have accessing the internet via Exede?
  • What operating systems and versions on each?
  • What browsers are used on each?
  • Is DirecTV or Dish in the picture and accessing your Exede services?  
And those are just for starters, before getting into what web enable applications (not limited solely to browser) you may be using.

Provide some specifics and you'll likely receive recommendations from those having a similar environment while at the same time receiving some guidelines on how to verify the accuracy (or inaccuracy) of the Exede usage meter.

Getting a handle on how data is consumed without your knowledge is the key to avoiding speed restrictions imposed when you go over your monthly allotment.
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Steve Mason

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Thanks old lab. Your info is certainly helpful and thorough. The issue I am most puzzled about, however, is why I can be way over my data cap, and sometimes still have good speed (like last night) and other times be within my data limit and have poor or no speed. I still assume it is congestion, or lack thereof. And still I am concerned that Exede may get worse if ithey sell more of the apparently dwindling capacity.

Does anyone know if they can direct traffic to different beams, or otherwise level the load?
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Old Labs

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Largely depends on which plan you have regarding the network management policies in place. For Liberty plans the phrase "priority data" would seem to imply that once you go over, your speed is not only throttled to the arbitrary 1 - 5 Mbps but also served at lower priority than those not under restriction (otherwise there's no need to specify it as a range). During peak periods you're just stuck at the end of the queue with unusable speeds for most activities - during non-peak periods it would make sense that you're higher up in the queue and getting things in and off the wire as quick as possible would be the obvious goal. Probably the reason I often get up to 20 Mbps during non-peak hours (despite a 12 Mbps plan).         

ViaSat-1 had a total capacity of 140 Gbps at launch, presumably spread equally over its 72 spot beams (just under 2 Gbps per beam) and there was no method in place to shift excess capacity from one beam to another. Based on what I've read on ViaSat-2, it apparently will have the capability to shift excess capacity from one beam to another during peak usage.

But really just guessing on all of that... and doubt we'll ever get a definitive answer from ViaSat.
(Edited)
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JoAnn Groeger

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We didn't just switch to excede.  Have been with them for awhile.  The problem only started when we got our new dish and router.  Had no problems with the old equipment.
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Old Labs

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Then you and everyone else having this problem should simply start your own new posts describing your problem(s) and wait for a moderator to respond. You'll likely get the same response that Sharee, the original poster, got some 3 months ago and can then have it dealt with privately by ViaSat. Each of you are describing slightly different symptoms (some indicating poor speeds regardless of data used, some indicating poor speeds that are data related such as yours, and at least one indicating a billing problem).

FWIW, the moderators are going to look at and interpret basically the same information you already have direct access to if you subscribe directly to Exede and not through a wholesale channel. That information can be viewed by logging in with your Exede account credentials at:

https://myesvt.exede.net

Piggy-backing on an old post, marked as answered, will get you nowhere fast other than advice from fellow subscribers. Chances are good that the moderators aren't even actively monitoring this thread since it has already been tagged as answered. This isn't a direct support forum but rather a customer-to-customer self help forum - private direct support is available through customer service or contacting a moderator.  

Following the advice above would have allowed you to verify the accuracy or inaccuracy of the usage meter and document it using independent monitoring (see 4 posts or so above).       
(Edited)
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steve

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So I always overrun my data cap as well in about 5 days after which I am on the Liberty plan. I have read and followed Exedes advice but there is no way we won't overrun. The problem is that fairly often the speed on the liberty plan has not been any where near the 1-5 Mbps suggested in their polcy. I have measured 0.01 Mbps download that persists for hours. I have searched the forum and tried looking at the modem health, etc, and all is ok on this end. I don't know of any issues with our dish.

I have disabled wifi cameras and any other device, tested while nothing else was active, run repeated scans to block spy ware, oer other apps that maybe slowing us down, reset the modem, etc.

0.01 Mbps is not just slow, it's no internet. I contacted suppor via the websitet, got a form reply, tried to respond and got a message that the case is closed. !

I sent and email to excede listens on Sunday. It's now Tuesday. I did not get a response yet but I have noticed an improvement in internet speed to 1-2 Mbps. Hard not to think that someone 'adjusted' our priority, but it could just be coincidence.

My best guess is that Exede is over capacity (oversold?) and do what they can to keep as many people happy as possible and hoping the new satellite, whenever that is launched, will give relief. Meanwhile we will all be very dissatisfied with the crappy internet we pay good $ for due to congestion. I bet they will over sell the new capacity when it is launched and any relief we see will be short lived. I hope Exede can prove me wrong.

Like others, I am watching for an alternative and will take the next better one that comes along.
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Sonia Ramberger

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I agree, they probably can't handle the volume that they take in and blame it on the customer. I am so frustrated, only 9 days into the GB 12-25 liberty and it's already gone! 
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Guillermo Ocampo

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Sonia, I'm in the same boat. We went through 12 GB in one week. This is outrageous considering what they charge. Steve, your post was very helpful and I too am looking for a better alternative.  
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Ashley Brunston

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I'm on day 3 and it says I'm at 6.5 with my modem unplugged!
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JoAnn Groeger

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We have same problem.  Never did watch tv or movies, listen to music.  We keep trying to not do some stuff online but doesn't seem to help.  Still using data too fast.  My biggest complaint is that we didn't have this problem until we got a new dish and router in July.  With the old equipment there was no problems.  So to me that says its they're new equipment causing the problem.
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SAK

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Agreed.   We had the same problem.  The technician replaced parts on the dish and we are constantly over.  Each month the data usage gets higher.   I know that part of it is Windows 10 updates, and have tried to stop them, but it seems that the settings do not work, as the updates override everything.
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Steve Mason

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Its now Thursday.  Still no response from Exede. Speed is 0.07 mbps download tonite...........takes about 45 secs to open a webpage, again with nothing else running.
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Angel Malone

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At least yours opens. We can't even get anything to come up. I hate this service!
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Sharee Harrison

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I switched a couple weeks ago to Hughes. So far so good. Much better then Exede.
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Sonia Ramberger

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I will be looking into it, thanks.
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Old Labs

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Start here: https://community.myhughesnet.com/hughesnet

Each has its own demons and it may simply a matter of determining which has a plan better suited to your circumstances - choose wisely.
 
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Ashley Brunston

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Does Hughes run online games and Xbox?
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Angel Malone

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We switched from Hughes to Excede. They were bad too.
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steve heller

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As Exede representatives will tell you, no satellite service is going to be any good if you compare it to anything better than dial-up. I have heard that my area is going to be getting broadband wired service by the end of the year, but in the meantime I'm glad to have Exede.
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Steve Mason

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Well, I can't say Exede would say that because (1) when we signed up they thought 12 gb would be enough. Not even close. And their policy says "up to 1-5 Mbps". I hope we don't argue over the "up to" part because if that is the case you would have to accept zero Mbps for your money and (2) we used to have dial up and while I don't remember a speed test it seemed better than what we are getting (0.01 -0.07 Mbps). AND cost half as much.

So, no, I am not 'glad' to have Exede under these conditions.
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Justin

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They will blame this on the contract, which states that they will slow you even further if you use to much data while on Liberty Pass.  This translates in real world speak to we will basically turn your internet off once you hit LIberty pass. 
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KP

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yep they will blame on anything except that they have crappy service.

I switched from liberty 12 to freedom 150 and still got speeds of 0.20Mbps.

So I switched back. I was paying $40 more a month for the same crappy speeds


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Brad, Viasat Employee

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Exede doesn't compare to DSL or Cable as those are VERY different types of service. Exede and satellite internet is as a whole for those areas where only low quality DSL or dial up are the only options. While the 12 GB plan may not be suitable for some customers we do offer larger plans. In fact we just made Freedom Plan (150GB monthly) available in many areas. Check out exede.com and see if your area is eligible!
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david, Champion

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Have you tried to get your system fixed since it obviously has a problem?
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Matt Brown

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If his system "obviously has a problem", then everyone that has Exede has to get their system fixed, since this seems to be an almost universal problem.
(Edited)
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david, Champion

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If he's not been slowed from using up his primary data he has a problem and getting it fixed would be more constructive than just complaining on here.
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KP

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If by system you mean my computer, router and such, no I haven't  fixed it because there is absolutely NO problem with my system. The problem is Exede, they over sold

their system.

I got the freedom plan to keep from going over my data limit and getting these kind

of problems but it got worse. So I went back to the liberty 12,  why waste the extra money on the same unreliable service. 

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Matt Brown

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If everyone could just "get it fixed", it would be grand. But that requires that they acknowledge that something is broken in the first place. Instead, they blame the customer and refuse to admit any fault with their service or their equipment.
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Steve Mason

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Brad- first I am glad to see some kind of response. Second, I am NOT comparing Exede to DSL or cable, but to dial up! And the comparison even there is not good. Third, your policy suggests I might see 1-5 Mbps on The liberty pass, and 0.01-0.0 Mbps that we get is far from close to that. Fourth, I don't see any response to my suspicion that our service has degraded over time due to Exede overselling their capacity.

I said I was not interested in buying more data. We know that our video hunger will just eat it up like others have experienced. I am talking about what speed we should expect after consuming our purchased data. We believe we should see enough to load web pages and see emails, but we can't do that without a LOT of difficulty.

Our present service is like NO internet after the 5th day of our plan, when the data allowance runs out. Yes, we can persevere we can make an email go after 5-10 minutes, but there is very little value in your proposition if we have to pay $80 a month for 5 days of marginal internet and then 25 days of horrible 0.01-07 Mbps download/upload.

Maybe you will be kind enough to address the specific points above.

Thanks
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Old Labs

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Plans offered on other beams don't affect yours - totally capacity of ViaSat-1 appears spread equally across some 72 beams. ViaSat-2 will supposedly allow shifting capacity from lower utilized beams to those having higher utilization.     
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Justin

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Right, but they are making a point of telling everyone they are offering Freedom to a bunch more people as of late, why on God's green earth do you offer that when you can't provide the performance on the plans you already sell??  PS...I'm on Freedom now, as much as it pains me to give these crooks a dime more of my money I need workable service for work purposes.
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Old Labs

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To keep cash flowing and prevent attrition to the competitor while awaiting the next bird. the competition's bird is scheduled for a December launch.

My advice - wait until both launch before making any commitment (other than terrestial) and then it starts all over. Better service until the new ones become saturated. Just as it was when I upgraded from Wildblue to Exede.

The question everyone should really be asking is why haven't terrestrial services been expanded to the last mile yet. In some instances, you need to look no further than your local municipality which awards the local franchises and tamps down competition. In other cases, local municipalities that want to establish public broadband services are prevented from doing so by state regulation preventing them from competing with private services.

See https://muninetworks.org/communitymap for examples of the latter.
    
Real solutions lie at the local level, not the state level and certainly not the federal level. Satellite internet simply fills the voids.
(Edited)
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david, Champion

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If I didn't live in a low spot and the trees weren't in the way you could see the second largest university in Texas from where I live, Our only choice for internet was an ATT cell tower and sat internet and up until just recently ATT had us priced out. We don't even have the choice of dial up if we were stupid enough to want it as Verizon refused to fix our phone line the was messed up somewhere before it got to our place.
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Brad, Viasat Employee

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It's all about profitability for the DSL/Cable companies. In a previous job selling Cable to businesses, the only way they would expand cable into a location that didn't have it was if there was enough profit for them to do so (aka passings/potential customers in return) Those expansion costs had HUGE price tags attached to them, so more often than not they wouldn't bother with the expansion which was bad news for both the potential customer and for me since I didn't get the sale (One was a East Coast restaurant franchise which would've been a amazing commission check so I may or may not have cried over that one). 7 out of 10 times those rejected jobs were just to a building across the street. The connections that were a good 2-3 miles away easily had a 7 figure price tag. Those companies obviously can afford it but it didn't make business sense to them. Then on top of it you got the whole red tape issue for smaller towns and communities that Old Labs brings up
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Justin

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So riddle me this, how do DirecTV and Dish Network provide hundreds of channels of TV from a satellite to millions, maybe tens of millions of people with no problems and Exede/Hughes can't provide internet thats worth a hoot to a fraction of that number?  I assume its a technology difference of some kind, but this always strikes me as odd.
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steve heller

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Those TV channels are broadcast, that is, everyone gets the same signal even though not everyone is watching the same channel at the same time. So one broadcast stream can serve an unlimited number of people.

But the Internet doesn't work like that; the pages that you visit and email you want to read have to be fetched for you specifically, and the same is true for your outgoing traffic. This is especially "expensive" for video streams, each of which uses a pretty large amount of bandwidth to serve up. Even if we assume that video is only 1/10th of the bandwidth of a TV channel, 1000 people trying to watch video at the same time may take as much bandwidth as 100 TV channels going out to 10 million people.
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Justin

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Good explanation, thanks for the info Steve that makes sense to me now!
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steve heller

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Sure thing. Now for the next lesson: why are the ping times so slow on a satellite connection? :-)
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david, Champion

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Exede limits their data to the speed of light because they're a hateful, bad company. :-)
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Brad, Viasat Employee

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we got our top scientists on it! We'll show that Dr. Hawking a thing or two about faster than light travel!
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Steve Mason

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Quick update:  on Oct 18th, we were getting 0.82 Mbps, a great improvement over the 0.07 we had on Oct 13th.  Then today we get 5.49Mpbs (in the am). Amazing.  We are far, far over our 12 GB data cap.  We have already canceled almost all of our internet video options (Hulu, ABC, NBC, etc). Maybe there is hope yet.  I don't think they launched a satellite....I am going to start collecting regular speed test data. 
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Ken

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Completely agree.  Customers for 8+ years and we too exceed the data limit only hours after the month end.  But after several calls to customer service over the years asking about data details, they still can provide customers details on data usage.  I'd like to see hours when data usage is heavy along with data type, and URL(s).  But I'm always told, we can't provide that detail.  Can't want for cable in my area  
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Steve Frederick, Champion

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Data usage by the month, day and hour is available to all of those who subscribe directly through Exede at https://myesvt.exede.net sign in using your Exede Portal credentials.
(Edited)
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Matt Brown

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This service is truly awful. Consistently bad speeds, burn through data quickly even with everything unplugged. We were on the regular plan @25GB for the month, ran out of data on Thursday with 8 days left in our billing cycle. Switched over to the Liberty plan @30GB for the month. We were away yesterday and today, no device changes, new devices, etc. Yet it says we have now used up the extra 5GB and are on the Liberty Pass! LOL! We weren't even home, but somehow we used 5GB of data in 2 days, even though it took us 22 days to go through the other 25, and our usage is actually LESS than it had been since we weren't here? Laughable.
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James

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yet everything has to "catch up" ,you router was hacked ,and windows 10 updates done it!! same stories,same problems,same replys. even if you unplug if for 2 months straight and still have data used up it is somehow the customers fault everytime.
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Old Labs

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There are numerous threads here in this community that discuss how to determine the accuracy (or inaccuracy) of the Exede usage meter - simply search on data usage. But for my money, the most comprehensive explanation is found at:

https://community.exede.com/exede/topics/still-having-issues-after-a-year-getting-help-from-exede-cu...

Although the topic of this thread is slow speed, it's frequently exceeding your priority data that results in slow speeds coupled with not knowing how the data allowance policy actually works.

Nobody really trusts the Exede usage meter, and many of us rely upon a trust but verify approach using independent usage monitoring and hard documentation to resolve any discrepancies.   
(Edited)
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Warner Anderson

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I had this problem of rapid data use - data would actually be used within a couple days of the new billing cycle. I was very careful about devices connected etc. EXEDE Customer Service was just like, "Gee. Huh?" Finally I started turning stuff off and tracking on EXEDE's eSVT dashboard beta site, and found the data use was while I was asleep (mostly) and even when the computer was turned off. This really pissed me off - again, EXCEDE no help. SOLUTION: 1) buy new WiFi router, 2) allow only your specified MAC addresses to use the WiFi, 3) set strong password for administrator rights to the WiFi router, 4) Connect the EXEDE modem to the WiFi router with an Ethernet cord. 5) Turn off the EXEDE satellite modem overnight or when not in use for significant time. ** The problem appears to be a virus or other malware placed on the WiFi router, not detected by Kaspersky or Malwarebytes. This is the "Internet of Things" attack on the Internet this week. Since EXEDE is the pipeline for the bad actors to download the malware, they should take aggressive action against it.
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Brad, Viasat Employee

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Hi everyone. I'm closing this thread. This went from a thread about slow speed to a thread about data issues and  General complaints and it's all been tacked on a 3 month old post (OP is probably getting spammed with replies). I'm not avoiding addressing the issue but this really should be a new thread for discussion.

With that said, I know some of you are being very vocal about your data usage displeasure and honestly the best way to get an answer from us is to email us at exedelistens@viasat.com because this forum in no way tells us anything about who you are, what beam you're on, what set-up you have nor what's using up your data. I just have your names and that's it. Emailing us will allow Diana, Lindsey or myself to work with you directly to see if we can uncover what the issue is.

For those saying it hasn't been a problem until relatively recently, while you can have a technical issue (we'd need to look at your account to confirm or rule out), look at what all happened since summer: Windows 10 came out and has NOTORIOUSLY drained A LOT of data for many many customers (most aren't even aware of background updates) there's been some IOS updates and releases (so if you have an Apple product this could have updated in the background....even if you don't update Apps across the board tend to update following these IOS releases. Then you have the usual suspects: Streaming, autoplay videos and ads on websites, DirecTV, ect.  Point is I can't help figure out the issue unless you email us and while it could be a technical issue, there's also a good chance it could be one of the reasons I listed...again won't know unless you email us.

While I understand some may not want to talk to us, you're more than welcome to use our updated usage tool that will give detailed usage type breakdowns to self-help. You can use it at this link https://community.exede.com/exede/topics/give-our-new-usage-tool-a-test-drive


Thank you everyone.

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