Slow speeds

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  • Problem
  • Updated 1 year ago
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  • (Edited)
Slow speeds...very very dissatisfied with this. Speeds up to 12 - 25 - what a joke. Am on the Liberty pass and and am only getting 0.25 ...I wanted and should have gone with Hughesnet
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Liz Thompson

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  • frustrated and angry

Posted 1 year ago

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Liz Thompson

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I called at one point and viola, speeds went up to 18,  thinking about this just really gets me mad. 
Had the Hughesnet dish in but couldn't get a signal so guy said go with Exede....STUPID me went with Exede. 
Hughesnet plan is so much better then Exedes. 
I am keeping a record of the speeds, the dates and times that I have checked and if things do not improve I will be removing this service from my home and will got to court if necessary. 
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Liz Thompson

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Couldn't agree with you more...whats advertised and what you get are two different things :(
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Greg Ritz

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Liz: Did you send the email and have you received a reply. I placed 2 calls with no success and sent an email. Still waiting for a reply.
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Liz Thompson

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Yes, I did send an email and they gave me 5GB of extra data but as soon as my plan kicked in it disappeared - emailed and asked where it went No Reply.
Myself and several others are very unhappy and are collecting data on this poor customer service and internet service.
 
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Mark

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The FCC. may get you some where.
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William Miller

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It looks like I should have done better research on what Exceed can give you.  They are almost as bad as our old Frontier.  I have run 3 different tests and the speeds ran from 0.6-1.09 download.   Extremely unhappy that I spend all this money and it takes 3-5 minutes to watch a video of my granddaughter on facebook. 
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Brad, Viasat Employee

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Hi Liz

We can review your speeds if you email us at exedelistens@viasat.com 
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Liz Thompson

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Email sent
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Judy

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Everyone is complaining about the speed. What is up with that? 
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Old Labs (VS1-329-L12FZ)

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Which speed test site are you using? Even under the best of circumstances the minimum latency in satellite communications is 550 ms. Not saying you don't have a speed issue, but the result you've posted is questionable at best.

Try testmy.net...  
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Liz Thompson

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I use three different ones including testmynet
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Greg Ritz

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So maybe there are only hundreds out of 650,000 people who are seeing bad service. Why won't they let us out of our contract. I am willing to eat $300 life time lease on the equipment to get out. It costs them nothing. My only other options are to put it on vacation for 6-8months until the new satellite comes out hoping that helps, or go cancel and pay $15 for 2 years. Why are they pushing a 150Gb package when I have only used 1.1GB in 5 days. I doesn't work for us. They have oversold. 

By the way, I use speedtest.net. That is what I found on the community that they recommend. Has anyone received another recommendation? My easiest test is to turn on the smart tv and see if I can watch it. Generally it just won't play.
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Old Labs (VS1-329-L12FZ)

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There's a general feeling that speed test sites that utilize HTML5 are more accurate than those using Flash. What's more important is knowing how to get relatively accurate results.

Lifewire's Tim Fisher has a pretty good set of articles on speed tests:

https://www.lifewire.com/how-to-test-your-internet-speed-2617987

and plenty of links from there especially the link for 5 rules for more accurate speed tests.

Testmy.net is my choice because it allows manually selecting a download/upload size - due to inherent satellite latency a larger download size yields better overall accuracy. But then again, I rarely test speeds when things are humming along nicely and tend only to test when things are slow - assuring a negative outcome ;)    

However, I don't really fret much about speed tests - the only true measure is whether it's fast enough for me to get things done in a reasonable amount of time. There's simply insufficient bandwidth (read that as capacity) on my spot beam to support reliable streaming 24 hours per day - fortunately I have the option to shift usage to times when capacity is available (day time hours is about it). And yes, while on Liberty Pass during peak hours my speeds are in the toilet - but I find browsing to be acceptable (largely because I've eliminated much of the bloat associated with today's web sites).    

The only reason I weighed in on this thread was that the original poster had included a screen capture of a speed test that showed latency well under the minimum 550 ms for satellite internet (thereby raising a question with regard to its accuracy) - apparently the moderators (possibly the original poster) are at work once again removing, editing posts so that context is once again lost unless you were there at the time...        
(Edited)
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Greg Ritz

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It would be nice if Exede would recommend a non-affiliated test site. My speed during peak hours is 1.0-2.7. My speed in off hours has been 11-19. My real test and need is to be able to stream during the evenings for a Church group I lead. It is interactive video. That is my test. I have yet to be able to use it. I also want to watch movies on a smart TV. That is why they recommended the Freedom plan.
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Diana, Viasat Employee

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Speedtest.net is not affiliated with ViaSat.  We recommend that site since it is one of the best for satellite customers. Speeds are slow with all carriers during certain times of the day due to the internet traffic, especially in the evenings when families are using it. 

Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather, at ViaSat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software. Because of these many variables, ViaSat cannot guarantee any particular speed to you.

 
(Edited)
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Dale Preston

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One thing you have to remember on speed tests is that they only measure network capability which has little to do with web page delivery speed.  Speed tests download a large file, usually a few hundred megabytes, to measure speed.  That allows them to measure speed of transfer rather than just latency.  But when you browse a web page, you have a totally different scenario.  On a speed test, there is one http get command but on a modern web page there may be literally hundreds of separate files, each yielding a separate http request and each of those requests suffering up to a half-second latency just to go to the satellite and back.  This can add, easily, 20 to 30 seconds, even more, before the entire page is loaded.

Even with that, once you get fast connection to the satellite, there's the question of the core network speed and performance on routers delivering your content inside of Exede.  I recently suffered a week-long "outage" because of some content accelerator.  The first person I got on the phone told me it would be fixed when they got it fixed.  After about an hour of fuming, I called back and got someone willing to help and she reset some stuff from her end and I was working.  All through this, speed tests were running at 20Mb or so during the whole time but I couldn't get a page downloaded.  Well, Exede pages worked because those are inside the Exede network.  Oddly, Bing worked and the speed test worked.  But nothing else at all. 

Whether I have 5Mb, 10Mb, or 30Mb doesn't usually matter; what matters is the delivery of the web pages and that can work with slower-than-promised network speeds and it can fail with faster-than-promised network speeds.

As others have said, it really depends on the luck of the pbx draw.  If you get a rep who wants to solve the problem, they can solve the problem.  If you get a rep who wants to get you off the phone, you get off the phone.  But never a survey option at the end of the call or by email.

I can only say, call back often and insist that they fix your service.

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