Slow speefs for 4 months now, no help from customers service

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  • Updated 2 years ago
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After spending 20 minutes on hold with but silence, my issue is still unresolved. I have called every month for the past 4 or 5 months when my data had flipped and today my download speed is 1.72 and my upload is .53. WTF? The fastest I have gotten in the previous months was 3.78/1.53 and tbis is suspiciously after i placed a formal complaint. I used to get almost 20 mbps for download through my router. I also get get routed to severs in Louisiana, Alabama, Mississippi, any where but Texas even though I was on servers here before my complaint. I have pictutes to prove all of this . It was verified to me by the rep that left me on hold for 20 minutes that their system controls the speeds of their customers. I have been throttled to the point of not even being able to open an email when my Linerty Pass package clearly states that even when I go over my data, I should be able to do every day things. This company is comprised of liars and thieves who have absolutely no care for anything but how much money they can make with a subpar service at best.
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Waterpixe70

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  • Furious!

Posted 2 years ago

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Brad, Viasat Employee

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Hi Waterpixe70,

Unless you are on Liberty Pass, this is something that we need to take a look at. Send an email over to us at exedelistens@viasat.com
 
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Waterpixe70

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Sent an email yesterday morning, waiting on a response. Speeds still slow, getting documents together to seek outside assistance with this issue.
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Waterpixe70

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This is a screen shot of the modem page with loss of sync and please note the almost 70 seconds it took to load a web page.
(Edited)
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Waterpixe70

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This is a screen shot of the modem page with loss of sync and please note the almost 70 seconds it took to load a web page.
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Steve Frederick, Champion

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Waterpixe70, I don't think that your speeds are in any way related to those Loss of Sync Count or Page Load times. For the past 3 or 4 weeks, my modem status is showing Loss of Sync Counts of between 950 and currently 398, with the last page load tome of 10.22 seconds, while my speed is averaging 18 Mbps. I have never had any faith in just what that page load time really means, because I have never had pages take more than a second or two to load, except for some of those with way too many pieces of junk included.
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Waterpixe70

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It's well over a second or 2 to load, almost 70 and my speeds, if you looked at the first picture I posted are well below 12 mbps and I am on priority data. 1.34 download is unacceptable during priority data. And yes, I have reset the modem several times and called tech support to be pretty much blown off. Got an explanation for this or are you going to insinuate I'm stupid?
(Edited)
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Waterpixe70

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Waterpixe70

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This is from 3 minutes ago. Again, you got some suggestions?
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Steve Frederick, Champion

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Waterpixe, I way in no way trying to insult you in any way. What I will suggest you do is to send an email to the moderators at exedelistens@viasat.com with an explanation of your speed and page loading issues, along with your account number and a phone number so they can look into your connection. The  moderators are corporate employees, and have access to many tools, as well as direct contact to the network engineers at their Denver location. I am confident that they will find out what is going on and get you back to the speeds you should be getting.
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Waterpixe70

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I have emailed them again. I hope they do help because the call center is useless. This has been going on for months and I have the pictures, screen shots and cell records to back me up.
(Edited)
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Old Labs

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P.S. And since I didn't point it out, reverse the process to get back to where you were obviously. But more importantly, power off devices when connecting reconnecting any cables. Waiting after powering the modem off will minimize the potential for caching related issues and different MAC addresses associated with the device connected directly to the modem.    
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Waterpixe70

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You are awesome and have helped far me than you know. Do yoi happen to know what beam/core node some one 40 minutes outside of Houston TX shoild be on? And no, no one has contscted me yet. Why some one at the tech center couldn't/wouldn't adjust the setting is suspect and smacks of being deliberate. My router is a Belkin N450 DB wireless N router that has actually given me speeds of 19+ mbps with my service.I am one IP Layer SEA snd gateway BOI Drvice area 347.
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Steve Frederick, Champion

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Waterpixe70, The core node(IP Layer) is Seattle, WA, the gateway you listed is Boise, Idaho. The gateways and core  node locations are not necessarily located nearest you, but chosen by ViaSat by the beam/network requirements. You can look at the beam map at http://www.northlc.com/_images/beam_priority_map.png 
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Waterpixe70

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I don't understand why I would have a gate way in Idaho when I live on the Gulf Coast of Texas but ok. Does this affect speeds?
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Old Labs

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You're Beam 347 (also called service area), Gateway is in or around Boise, ID and the core node (also called IP Layer) is in or around Seattle, WA - so everything your doing is going through Seattle. For all intents and purposes you live in Seattle as far as the internet is concerned.

Looking at the user manual for the Belkin N450 DB see:

http://cache-www.belkin.com/support/dl/MAN_F9K1105v3_N450_Router.pdf

some things I would try in order noting improvements as you go, are:

  • Check for and apply the latest firmware
  • Disable the Intellistream QoS feature if enabled.
  • Since it's a dual band router determine whether it allows establishing separate and distinctly named wireless networks for each band (2.4Ghz vs 5 Ghz) - that way you can choose to connect wirelessly to one or the other to determine if one performs better than the other (provide your device supports selection and sees both).
All of these can be accomplished through the administrative utility accessed as  described in the manual. Briefly looking, it appears a little bit light on detail like most and often requires rooting around in the interface to a certain extent. When doing those things be sure to use a wired connection to the router.

Of course only do it based on your comfort level (but note the ability to reset to defaults in the manual if you get into trouble) - otherwise seek professional hands on assistance ;)

I was hoping you'd come back at me with an ASUS router but perhaps someone can weigh in who has hands on experience with the Belkin routers. For the last two bullets, carefully note what if anything was changed so you can restore the original settings as needed.

Appears there may have been some break though in the other thread mentioned above, FWIW.

Core node location doesn't measurably affect speeds - the land based routes taken to get to a site are chump change when compared to the roughly 88,000 mile round trip between gateway, satellite and modem. Core node also explains why whenever I go to Home Depot's site to order for pickup they want me to go to the a Salt Lake City store when I'm in Virginia. Lowe's does a better job of geo-tracking. Exede's Gateways are mostly in the west often chosen for reliable access to the Internet backbone or in some cases even climate so the much bigger dish there isn't subject to as many weather outages.        
 
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