Slow speeds on the West Coast

  • 2
  • Problem
  • Updated 10 months ago
  • In Progress
  • (Edited)
In my 63 years as a professional man, I have NEVER felt so cheated, so ripped off, so exasperated. Long & Short of it: Equipment triple checked: fine. Speeds every night of the week from 6 to 10 pm, .012 Mbps. .004, etc. My son is an installer for Charter (not available here), and we both have hundreds of tests like this that corroborate each other (no internet) speed. As I understand it, they are oversold on the Band width on the West Coast. I’ve opened tickets and sent many dual test confirmed to Exede CS. They sent back the same GTH message they send everybody, “We don’t Guarentee speeds.” We’ll I have their Florida Sales rep on recording telling me no less than 15mbps. So, I’m going to sue. I’m so aggravated. No service every night for $80/mo. I’ll blow a few hundred in this case just to see what the judge says here in GP. How DTV could ever partner with such charlatans is beyond me. But, that’s ATT for you. ThxBob R.
Photo of Bob Richards

Bob Richards

  • 4 Posts
  • 1 Reply Like
  • Aggravated beyond description

Posted 10 months ago

  • 2
Photo of johnny c

johnny c

  • 293 Posts
  • 115 Reply Likes
I would request a tech to come out and check your system.  You have nothing to lose.  They come out find an issue, fix it, and your will be back in service.  They come out and can't fix it then this is more evidence for you to make your case.
Photo of Bob Richards

Bob Richards

  • 4 Posts
  • 1 Reply Like
Thx Johnny. Went down that road. The proof is in the variation. I was very honest that the service (albeit much less than verbally promised), is typically acceptable in the mornings (4-7mbps), when we’re all typically at work. Like clockwork tho, as the traffic increases in the afternoon and into the evening, inversely proportional, is the ever decreasing speed, (ultimately down to near zero).

Even a DTV installer told two of my son’s, that Exede, in the NW, is highway robbery as they simply do not have the capability.
I had to go back to a 40 year old twisted pair out here in rural OR, but it’s a solid 4.5-5.0 Mbps 24/7.

I use two tests, and both are used by professionals.
I have an example attached, (Century Link Service.)
I used the same test, with Exede. And with some Exede tests, the signal was so poor, the test would faultout. I also did side by side tests on my iPhone with the WIFI shut off, just illustrate the validity of the test; as shown by the 8-12 Mbps I would typically get from USCellular through the airwaves.
Thx

Bob

Last attachment is typical 7pm Exede Speed, every single day of every week.
(Edited)
Photo of Bev

Bev, Champion

  • 3063 Posts
  • 1283 Reply Likes
Hi Bob, as Johnny C alluded to, there can be many cause for chronically slow speeds. Pleas send an email with your account and contact information as well as a description of tour slow speeds to exedelistens@viasat.com and, allow people in the corporate office to look into this and, try to correct the problem(s) that are causing such slow speeds for you.
Photo of Diana

Diana, Viasat Employee

  • 2215 Posts
  • 417 Reply Likes
Bob, Johnny and Bev has given you some great advice.  Please send an email to exedelistens@viasat.com with your account and contact information.  There are so many reasons that can cause slow speeds and we will need to troubleshoot to figure out what exactly causing yours.  It can be anything from the number of devices in your home, your equipment, network capacity,  to software issues.
(Edited)
Photo of Ron D Stricklin

Ron D Stricklin

  • 75 Posts
  • 20 Reply Likes
Bob if you have the will and the money sue them then do it and also consider contacting your states AG so the state can review if much broader action should be taken. I've experienced just this and it's astounding, if you call in they will treat you poorly and completely ignore your complaint. The sales team will make promises they can't uphold. But if you come to the forum they suddenly hear you and have an email ready to talk to you and help you breakthru this slow speed madness. It's a bipolar company. As far as directv the were actually partnered with exede before this. You want to really get your mind blown you should see how bad dishnet powered by exede is.
Photo of Bob Richards

Bob Richards

  • 4 Posts
  • 1 Reply Like
Thank you Ron. Very interesting information. And will follow up on the States AG. Again, I greatly appreciate your reply. Based on many internet searches, it’s clear there are thousands to commiserate with. Hence, Your inference that this is a more far reaching, widespread issue, must be completely accurate.
Thx again Ron.

Bob
Photo of Bradley

Bradley

  • 1083 Posts
  • 352 Reply Likes
I don’t understand having a ping over 2000. That doesn’t make sense. Anyone else know why a ping could be so high?

BYW you posted a screenshot with semi racy pics on the bottom in your album lol.
(Edited)
Photo of Bev

Bev, Champion

  • 3063 Posts
  • 1283 Reply Likes
On Exede 12 or better, no, ping should top out at around 900, at most and, be around 600-800 mostly. On the augmented beams, yes. With WildBlue service that was not uncommon to see pings in excess of 2000 ms to many game servers especially.

Some of that does depend on hops which are out of Viasat's control after your signal leaves the gateway but, on the augmented beams, that kind of ping is possible and, on some likely common.

This conversation is no longer open for comments or replies.