Slowed too much?

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  • Problem
  • Updated 2 years ago
  • In Progress
  • (Edited)
I am thinking that Exede's automated system for managing the speeds of customers over limit is acting up (perhaps). I occasionally go over my limit towards the end of my billing cycle (I game a lot online); but I have been reading posts on the forums of ppl unable to do even small things or being slowed to speeds lower than dial up. I have noticed this past week that the speeds have been EXTREMELY reduced and even an hour into my free zone my speeds don't return to normal unless I do a manual reboot of my modem (it should be doing this automatically). It took about 20 minutes in total to download a 3.3 MB file! And I tried to do a 6 MB update on a program and was so slowed that the program couldn't update itself... Perhaps Excede can look into the settings on the system that handles this. Below is an example of the speeds (was taken with a phone camera at screen so don't adjust your glasses/screen it's just the image :D ). This is the file that took me about 20 minutes to download (normally takes me a few seconds).
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Deathgod, Champion

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Posted 2 years ago

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Brian Shackelford

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So this is Christmas and expect it to get worse and be bad until kids and college students go back after the New Years.  Been with Exede 4 years.  Happens every Holiday.
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Chris

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Sadly, this is totally "normal" with Exede.  I need thruput of only 8KB/sec (about 60kb/sec) for my Verizon Wireless Network Extender to give me decent quality phone calls, and Excede cannot even give me that speed when in data restriction mode.  I've called them dozens of times, and they always just tell me 'too bad, buy more data' as the only solution to this issue.

I would be totally fine if they slowed me to dial up speeds, but even slow dial-up speeds are 128kb/sec which should be twice as much as I need to make a phone call.

I would happily pay another $20 or $30/month to have a 'guaranteed' minimum speed; but that seems to not be an option.

I tried moving to the liberty plan, and I got NO service at all (forum pages fail to load at all) in the evenings.  That's not at all acceptable.

Unfortunately, my only other option is to pay Charter $7,315 to run a line to my house, which will take months, and they will not guarantee/promise any minimum speed since they have already run out as far as they can from the last node; and they have as many nodes on that line as they can have.

Oh the joys of living in the mountains!
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Diana, Viasat Employee

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Hi Deathgod,  Please send your account and contact information to exedelistens@viasat.com.  We will take a look to check if there are any issues in your area other than congestion on the internet.  Thanks.
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Deathgod, Champion

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I have been with Wildblue/Exede since 2008, so, I'm aware of how it goes; but I think slowing this much is WAY too much! Just seems over kill. I'm back at full data limit now- so am good. But these over slowed times is ridiculous and i feel for customers that have to deal with this for more than a few days or over a week. I just disagree with a "high speed" company slowing a customer to slower than dial-up" is all. Just seems odd and thought I would point it out to see if anyone noticed.
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Dave

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Mine is very slow tonight as it has been for a few days now. I logged in and looked at the stats and it says that my web acceleration is off. Wonder what's up with that? First time I have seen that. After doing about 8 speed tests my average was around 8-9 mbs. That's a far cry from 25 that's for sure. Here is the last one done from the modem.
(Edited)
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Brian Shackelford

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Dave - 

If you are over your priority data allowance for the month, then the controls that effect the data limiting on Exede's system can sometimes limit the bandwidth available when under heavy usage to such an extent that the web acceleration cannot function properly.  Well documented in a very old thread here.  Bottom line is if you are over your priority data on Liberty, if the system is busy, you will lose the ability to use the system until traffic subsides.  If you are not on liberty and over your data, you are just out of luck until the Late Night Free Zone or Early Bird Free Zone kick in (depending on the plan you are on currently).

Hope this helps a bit.
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Diana, Viasat Employee

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Dave, I'm sorry your speeds are slow. It is the time of year where everyone is on the internet. Schools are out and purchases are happening over the internet. It is congested and speeds will be slower due to this issue. 

Also, if your speed improved when you did a direct connect, it may be a router issue. Here are some steps to take with all of your devices from our link; http://help.exede.net/articles/General/Troubleshooting-connectivity-No-connection-to-Exede-network

Oftentimes, simply restarting everything can clear up the problem, so let’s take you through the correct steps to do that before we try anything else: Restarting your systemHere is the correct way to restart your wireless router and Exede modem (and yes, the order really does make a difference!)
  1. Power-down the computer connected to your Exede modem
  2. Power-down the router (unplug it)
  3. Power-down the modem (unplug it) (Wait 2 minutes)
  4. If you have an Ethernet cable connecting your computer to the modem, disconnect it. Wait a moment, then plug it back in.
  5. Make sure the Ethernet cable from the router is plugged securely into the back of the modem.  *Note: Wireless routers do not require a cable connection to the computers they support
  6. Plug in the modem. Wait until all LED lights on the modem are solid
  7. Power-up the router
  8. Power up your computer
If you need additional support, please send an email to exedelistens@viasat.com or call customer service at 855.463.9333 for immediate assistance with technical support.
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Floyd Back

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Exede charges a lot and delivers very little.  I wish I had an alternative, I would switch in a heartbeat.
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zanne

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I'm not even over my limit and my internet is so slow that I'm having trouble loading Facebook, Images only load partway, and most of the time I can't get videos to load. I don't know what the problem is, but ever since I switched to the Freedom plan, my internet has been drastically slower.