Slow WIFI Speeds

  • 3
  • Problem
  • Updated 1 year ago
  • Acknowledged
  • (Edited)
WIFI speeds are very slow. I bought a new router and speeds tripled, but I pay you to supply my services. I shouldn't be charged that extra $5/month if not getting the use of WIFI from your modem/router. How about a credit Exede for the past three months of poor service? I believe you have broken our service contract, can I have a release? I'll go back to Hughesnet, at least they delivered what they promised.
Photo of Leo George Jr

Leo George Jr

  • 39 Posts
  • 28 Reply Likes
  • Frustrated

Posted 1 year ago

  • 3
Photo of Andy Schack

Andy Schack

  • 854 Posts
  • 753 Reply Likes
Never expect much out of a built-in router. My cable modem at the store has wifi built-in, don't use it. I installed a real router that had the range and bells and whistles I wanted.

Andy
Photo of Leo George Jr

Leo George Jr

  • 39 Posts
  • 28 Reply Likes
They shouldn't charge for it then.......
Photo of Andy Schack

Andy Schack

  • 854 Posts
  • 753 Reply Likes
Show me a law that makes things not fair illegal and I'll have my brother in law arrested by morning.

Andy
Photo of Barry Paepcke

Barry Paepcke

  • 94 Posts
  • 12 Reply Likes
I had the same experiance with my wifi modem I have an ethernet cable connected to my modem it more than doublled my speed the wifi portion of these modems are junk
Photo of s skye

s skye

  • 2 Posts
  • 0 Reply Likes
I have to agree......we had "ok" service for a year and then a month ago we started getting 1.1 on our wireless download speeds!!  UHG!  When the kids use chromebooks and iPads for school work and they don't have Ethernet ports, it gets VERY frustrating!  After being on the phone three or four times with a tech, they finally told me that the wireless hardware in these modem/routers are bad.  That's all fine and dandy, but they have no replacement at the moment so now I have to pay the same monthly fee AND go buy a wireless router......yup.....a bit frustrated.  I guess that what the trade off is for living in the country.  I was more frustrated that it worked for a year and then now it's awful.  Thanks for the vent.
Photo of Brad

Brad, Viasat Employee

  • 3081 Posts
  • 1085 Reply Likes
Are you in Liberty Pass by chance? I think we've pushed a rollback update to fix slow wifi speeds. In the meantime if you do a direct connection is there a major change in speed? 
Photo of CDub

CDub

  • 2 Posts
  • 0 Reply Likes
I'm seeing slow speeds with wifi too with the Freedom 150 plan.  All of my devices lock up and can't download anything until I restart the modem.  It works for a few hours and then I have to power cycle again.  If this is a known issue with the built in WiFi, is there a fix on the horizon?  Paying extra for this is LAME to say the least!
Photo of Matt B

Matt B, Viasat Employee

  • 826 Posts
  • 412 Reply Likes
Chris,

That sounds like a different issue.  Please send your account info to us at ExedeListens@viasat.com, and we'll take a look!
Photo of weperk

weperk

  • 8 Posts
  • 5 Reply Likes
Yeah, Chris, I'm having same issues. Got the Freedom 150 and so-called upgraded modem/router. EVERY DAY -- sometimes several times a day -- I have to reboot the stupid modem to get the speeds back up (before I do the speeds are somewhere between .5 and 5). I have been on the phone/chat with tier 1, 2, & 3, and still experience the same problems. Not looking forward to resetting my modem every day/several times a day for the next 2 years of my contract; tired of calling every week also with no resolve apparent. Of course, I was told that this is an issue they're aware of with the WiFi...uh, so, why not find a fix? Oh, because they have you locked into a contract and could care less. I mean, if they KNOW this is an issue, one would think that they intentionally fraudulently misled on the reliability of service. Don't get me wrong, when the thing works, it works great...but, its a bit inconvenient to have to shut everything down and reboot the stupid modem every day/several times a day.
Photo of CDub

CDub

  • 2 Posts
  • 0 Reply Likes
Yup. Sounds exactly what I've been doing. I also went up to tier 3 help but they couldn't figure it out. Sent a guy out to replace the router with the same result. The technician admitted it was a known problem. Really all I want to do is to disable the wifi functionality and use my own router so that I don't have to power cycle it 2-3 times a day. Maybe some new hardware is coming with the new satellite??? I don't think I'll hold my breath.
Photo of mferner

mferner

  • 249 Posts
  • 53 Reply Likes
I agree if u use your own router Like I do and have the boost modem they should charge you $5 or $6 or $7 more a month for the faster download speeds instead of $10 
Photo of Barbara

Barbara

  • 13 Posts
  • 4 Reply Likes
Ok so what is the boost modem?  This service is the most horrible thing i have ever seen. How is Hughesnet?  I am thinking of going to them at least as you say that they might deliver what they promise right?  I cant get the 150 plan and i am just a mile from getting TRUE broadband and cant get that either.  I cant get ATT broadband.  I am surprised that i even have electricity out here.  My bill with Exede this month was $843.00 and charges on it that I didnt make but they suspended my internet because I was two days late paying the bill.  I have never seen such bad service.  All in All it has to be the worse i have ever had or experienced
Photo of Matt B

Matt B, Viasat Employee

  • 826 Posts
  • 412 Reply Likes
Hi Barbara,

$843 sounds very excessive!  Did you buy a bunch of data?  I'd be happy to take a look at your bill for you.

Send your info to ExedeListens@viasat.com, and I'll see what can be seen!
Photo of Bev

Bev, Champion

  • 3067 Posts
  • 1285 Reply Likes
Barbara, you can't compare satellite internet service to lad based service like DSL, Fiber and, Cellular. All of that operates within the confines of earth. Satellite does not, it relies on a round trip to and from a satellite, in orbit, out in space. Totally different capabilities and limitations.

As for HughesNet, remember that Gen 5 is still 10 year old technology and, their speeds are UP TO 25 Mbps, same as the boost plans with Exede. Same latency, same slow downs due to congestion.

Now HughsNet doesn't have newer satellite technology but, Viasat does and, launched a more advanced satellite back in June of this year. Soon Viasat 2 will be in its final orbit and, they can test it, then bring it online for service early next year. Leaving HughesNet a decade behind technologically.
Photo of Barbara

Barbara

  • 13 Posts
  • 4 Reply Likes
Does anyone except me think that Exede is taking advantage of the rural peeps?  All i ever see here are bad reviews but we have no other recourse but to stay with them if we want internet at home.  And if we want faster speed or more data it cost an arm and a leg.  Why Exede, do you not get as close to Broadband speed as you can so everyone can have good things to say instead of bad.  Is it because you know you have us where you want us??  with no competition we are STUCK!
Photo of Bev

Bev, Champion

  • 3067 Posts
  • 1285 Reply Likes
No Viasat is not taking advantage of us. The bottom line is that, despite what many think, internet is a WANT, not a need. It's optional, you can live without it. We CHOOSE to have it and, we choose Exede/Viasat over the competition in our location. We choose to live where we do. We could move to the city if fiber internet is that big a deal to us but, we CHOOSE to live where we live and, choose to have internet access.

We could choose not to have internet, cell phones, cars or anything that is not food, water or, shelter - anything else is a WANT, not a need and, we choose which wants we will satisfy and, which we won't.

Personally I choose Exede/Viasat for internet and home phone. I choose to have a cell phone that doesn't work well at home, I choose satellite television service and, I choose to live in the country. I don't expect the same conveniences as those living in town have. I don't want a mini mart around the corner, a police station a block away, the fire station behind my house, the school down the block, the grocery store 2 blocks away and, gas stations on every corner near my house.

I want to be able to raise livestock, build whatever house or sheds and barns I want, keep a garden, have outside cats, have my wolfdogs, chickens, hogs, rabbits, etc... That comes with lack of a few modern services like cable and land based internet. I could rely on spotty cellular data, HughesNet or, not have internet at all. I choose Exede so, that makes it impossible for them to take advantage of me.

I read the contract and plan details before ordering,  I wasn't sure how much data I would want, but, I knew it would be a fair amount. Over the years I have learned how to control usage and, make the most of metered service. Someday that will come to an end with Viasat, I won't have to watch my usage but, I will still have Viasat internet service. I'm willing to be patient and wait for that day to come and, enjoy the internet service I have in the meantime.
Photo of David Vanos

David Vanos

  • 2 Posts
  • 0 Reply Likes
Internet is not a want.  As an engineer I rely on the internet for cloud storage, and access to very bulky cad files.  Not only this but being unable to get regular software updates means I cannot do anything at all half of the time.  Prior to this nonsense capped/slow data I was using 350+GB a month on all WORK RELATED data usage. I do not stream, game, or do random browsing.  Being unable to utilize even half of that means I have to stay at the office later than ever before, because our internet is so horrible that I cannot rely on it to finish up work at home. 

Not only that, but the ridiculous speed and data cap also means vital security updates are never implemented until weeks after they've been pushed out by the publishers. 

Furthermore I cannot even hope to use my cloud based home security system, because the internet is running at 0.1Mbps half the time. 

In this day and age you cannot seriously expect people to keep a straight face when you state that the internet isn't a need.  Perhaps its a want for my mothers generation...  

I remember the days when we thought dial up was fast, even back then I never had to wait five minutes for a search engine to load.

The fact that these clowns are charging for data as though they really think it is a finite resource just says it all.  If they really wanted to clear up bandwidth they would have speed based pricing tiers, not quantity based.  And sure I could pay extra for a few more GB every time I really need a file downloaded, but due to the spotty connection that "resets" during almost all downloads, I blow right through that extra ten GB before I've even finished downloading a measly 2GB file.

They are taking advantage because there is no other option.  Its them or the other crappy satellite service.  Big choice there, get screwed from the left or get screwed from the right...  And for twice the price that I was paying for 150Mbp/s unlimited data before I moved...  And that is the kicker.  This service in its current unreliable state is worth, at most 20 bucks a month. 
Photo of Bev

Bev, Champion

  • 3067 Posts
  • 1285 Reply Likes
It is a limited quantity, the satellite has a limited throughput capacity, it can only handle so much data per second. That's limited bandwidth so, we have limited data plans. Imagine what would happen if everyone were allowed to use all the wanted at max speed - no one would ever see anything close to advertised speeds because the satellite could not handle everyone blazing through 20, 30, 40, 60 or more GB per day as many would if they could.

That would be the equivalent of trying to fill the bathtub but, the pipe in broken and, you can only get one droplet of water every second. You won't get there fast and, that's where we would all be if Viasat did not limit usage.
Photo of David Vanos

David Vanos

  • 2 Posts
  • 0 Reply Likes
Unless you limited the amount of bandwidth per person via pricing tiers.  There are those who don't need super fast speeds and those who cannot afford it.  There are those who, like me, would pay three times what we pay now to get a steady faster speed.  

Instead they give everyone pretty much the same thing all at once and limit it.  Its like throwing a loaf of bread at a flock of seagulls.  

Bandwidth is the limitation, not the quantity of data.  You have to address that in order to fix it.  If bandwidth is congested they need to create "alternate lanes."  We are all riding on the same proverbial one lane highway right now, the solution is not to limit the cars on the highway, but to add more lanes.  You don't defeat the problem by adding a vaguely connected limitation, you address the problem directly.

Say ten people are using a 50Mbps connection simultaneously.  They are slowing down the network.  You don't boot them off one by one as they reach an arbitrary limit, instead you throttle them.  Person 1 and 2 are only updating spreadsheets and can do that on 5Mbps so you set their bandwidth limit accordingly.  Person 3 and 4 are uploading images at about 10Mbps, adjust accordingly, and so on.  Eventually you don't have slow downs because everyone isn't using the maximum bandwidth, they are rationed out to what they require.  This is a basic networking principle, I don't have a per device data limit option on my router, but I do have the option to set a bandwidth limit per device...  Because that's the route you take to free up bandwidth...  Just as you wouldn't fix clogged sink by shutting off your water, or fix a broken arm by means of amputation, etc.  You have to address the actual cause of the problem.

I appreciate your analogy, but there is no limit in quantity of data, only in bandwidth.  These are two very different things.  They can not run out of data, but they can run out of bandwidth.  So why on earth would they limit data instead of bandwidth?  Not everyone needs max speed, not everyone needs even half of that.  

If they were to offer speed based tiers without data caps, as most isps do these days, then they would reduce congestion and increase profits, because this sort of tactic would allow them to scale the service in both directions.  People like me would be paying a lot more, and people like you would likely be paying a bit less.  

Seriously imagine if there were monthly mile limits on your car rather than speed limits on the road.  Its completely ludicrous, but that is exactly what is happening here.
(Edited)
Photo of Steve Frederick

Steve Frederick, Champion

  • 2779 Posts
  • 1750 Reply Likes
Barbara, for those of us who choose to live in the country, many of us have two choices for internet service, Hughesnet and Exede. There are around 2 million subscribers between the two providers, including those companies that are under contract with those two, reselling under their own names. Most of us are thankful to be able to get fast internet through them. The ones you see on this forum, and the Hughesnet forum, are those who are either having problems with their service, or haven't yet understood that satellite internet has data restrictions, and learn how to use their internet within those limitations.

I don't understand how you could have a bill for over $800.00 for one month, unless you have bought large mounts of additional data at $10.00 per GB. I have a large data plan, on my monthly cost is $106.00 which includes the EasyCare service contract to cover service calls.

The Boost modem is offered for subscribers who desire speeds up to 25 Mbps instead of the standard up to 12 Mbps. It costs $10.00 extra per month, and includes the WiFi modem/router combination. It is only available in certain beams.

Is Hughesnet any better or worse than Exede? That answer will vary with different users, but I think Exede is the better of the two. Exede has some data plans which are better than Hughesnet, although not yet available in all the areas of coverage, but in early 2018 the newest ViaSat 2 satellite will be operational, with data plans with much larger data amounts, and possibly higher data speeds too.