slow to non-existent internet speeds

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  • Updated 2 years ago
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We have had Excede Liberty Pass for about a month now and I am not sure if there is something wrong with our satellite or if this is just as good as it gets. It works only about half of the time and even then its so slow it takes forever for anything to pull up. Other times it just plain doesn't work. It says we have no internet connection. It won't work at all in my den even though the tech said it would reach all over the house. I just wonder if we need to have someone else come out to make sure everything is placed properly or if this is just as good as it gets.
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Kelley Rich

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  • frustrated

Posted 2 years ago

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Diana, Viasat Employee

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Hi Kelley,  I am sorry to hear your internet service is slow. I'd like to help out!  Please send an email to exedelistens@viasat.com when it is convenient for you with your account information. I will be glad to assist you with what may be causing your slow speed.  I have also included a link to help you understand the Liberty Plan and Liberty Pass.

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Jim16

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Sounds like a wi-fi issue when you say the tech told you it would reach all over the house. May need to move the router to another location or get a second router as an extender.
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Kelley Rich

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Thank you for your responses! :) I was pretty confused when the tech put the router in the very back room of the house. I assumed it would need to be in a central location so it would reach the whole house, but he assured me it would reach everywhere. But you can tell a huge difference when you go in the den. Would any of those things (moving the router or getting another one require a tech or is that something I could do myself? He had to drill a hole through the brick to place it in the back bedroom. Would that have to be done again to move it? Sorry, I am very low tech when it comes to wi-fi! Thanks for your help!
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Exede Lindsey

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Kelly, this appears like it may be related to your wireless router rather than your modem, especially if your signal quality improves with relocation of the router. As Diana has explained, please allow us to review your account and see what could be the problem. 
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Jim16

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It sounds like you may have the Exede modem with the built in Wi-Fi.  Your satellite cable comes thru the brick wall and plugs into the modem.  Is there another box, which is the Wi-Fi router, plugged into that modem?
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Phyllis Alexander Shafer

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Since I received my new modem, my internet is almost as slow as having dial-up!! Very unhappy with Exede/Wildblue service. Not what I was promised when I first signed up. Steaming mad And, I have only used 3.8 of my data at this point, so not because of overage. I don’t want to talk to anyone, as I will just get the run-around again!! Very weary of your B.S.! I try to discourage people from signing up for VISAT if possible, as I feel you falsely advertise speed and usage. Sincerely, Phyllis Shafer 
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