Slow downloads on Liberty plan

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  • Problem
  • Updated 12 months ago
  • Acknowledged
  • (Edited)
I've called Exede so many times with no real fixes to the issue I'm having. The speed just plain sucks. I'm getting download speeds of less than .50 mb every night on the liberty plan. Normally starts getting that slow around 6 or 7 every night. I'm so tired of wasting time on the phone with Exede. Occasionally the issue is fixed. Very temporarily.
I was told the speeds should be between 1 to 5 mb in the liberty plan and not even getting 1. On clear nights! It's not the every time you call they just ask if you've restarted the router and modem and if so assume it's the router. It's not the router! The speeds are the same on wifi and direct. I would never recommend Exede to anyone.
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Lio Rodriguez

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Posted 3 years ago

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Brian Shackelford

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Unofrunately, that is the representation often made when it comes to the speeds.  In reality during Peak usage times speeds can drop to as far as 256 Kbps.  They should not stay there, however from 5:00 PM to 2:00 AM it seems that speeds regularly drop sub 1 Mbps.

Web browsing, while slow continues to work OK during these times.  
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angela brooks

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I agree with Brian everyone is home around this timeframe doing homework being on facebook etc....
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leann fulton

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I'm having .20 mbps all the time it doesnt matter if the network is congested or not occasionally I'll get 2 mbps the thing is i know it's not my location because when i had it first installed (last month) it was running at like 5 or 6 I'm totally happy with 5 or even 2 but .20 is not what I paid for in my unlimited silver pack and I'm supposed to have some priority until I hit 60 GB I'm only at 20 so I know it's not throttling
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Bev, Champion

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What size of file did you use for the test? Because of the latency you need to do at least a 12MB download. I would also suggest using Testmy.net rather than a flash or java based test as those are not as accurate.
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G. Costanza

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Same deal here. Like this most every night on Liberty.
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Lio Rodriguez

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I've tried it on a laptop without a flash player and it can't even get an accurate reading because it's too slow. The flash speed check has been working perfectly for me on my phone. But the whole point is when signing that contract we were promised 1 to 5mb. How can this company try to boast amazing high speed Internet when it can drop below half a megabyte download speed??
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Brian Shackelford

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Try using http://speedof.me to run a test. It is HTML 5 based so no flash needed.

My only assumption is that Exede is trying to squeeze as many subscribers as possible. Many Liberty Users were higher plan users prior to switching to Liberty. The fault in the Liberty Plan is that with any regular use you will Exede whatever cap it is. So many feel it isn't worth the extra money to pay for the higher Priority Data when you end up in Pass mode anyway for a significant portion of the 30 days and therefore just got the basic plan. I wouldn't be surprised to see revenues dropped in Beams in ially when this occurred. Now hopefully that is offset by new installs, but now it feels like Exede is forcing speeds at peak times to be so slow as to:

A. Keep people from utilizing it during the day to keep from going over the Prioirty Data so they can actually do things in the evening. This is counter intuitive to how the Pass is designed to work. If I have to keep within Priority Data on the Pass just so I can use the internet for basic browsing and lightwieght tasks in the evening then the Pass is useless.

B. Force users to buy more data or subscribe to a higher plan. No reason for a higher plan though if the very second you go over speeds drop to 256 Kbps for the majority of Peak usages times, as during the day when they work people will go over.

If I were to review the Pass now I would say if you did not need any internet from 5 PM to 2 AM then the Pass will work great for you, but if you need to even perform the most basic of tasks during that time Period then the Pass is useless right now as it barely allows you to browse.

I am not saying it should never go below the 1 Mbps during peak hours, but it really feels like speeds are being artificially limited during the Peak hours. Now it may be more of a limit on the number of concurrent TCP/UDP sessions or some other meausure, but something is being done to severely restricted traffic when at least in my Calls to support and in eSVT there is not a congestion issue shown.

These are just my observations. Eventually a rep will hopefully post another update. The more people post their frustrations and details of their experiences, the better for Exede to determine how to move forward.

On 4.21.2016 changes were made from what I can see and we went from working to totally dropping in the evenings. The past 2 days have seen some improvements. What I want more than anything is for an official to post what precisely users should expect going forward. For that we have to wait until the engineers make their adjustments.
(Edited)
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Lio Rodriguez

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I have had that happen to me on occasion too! Where the Internet just completely goes out it's so slow. The only thing that they did that fixed the issue was giving me another gig of high speed data but when you don't pay for cable, a gig of Internet is nothing. It almost seems like they are just being greedy and forcing you to get the highest plan they have which is highway robbery at nearly $200. Just for Internet. I will try your speed test link when I get back to my house tonight.
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Kevin

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I've had bad performance all week too.

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Brian Shackelford

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This is the new normal. Exede has just recently started to enforce the Liberty Pass users DAP. Confirmed it tonight in a chat with customer service.
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G. Costanza

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Goodnight Exede, thank you for letting .20 mb squeeze by tonight. Did you get my $70 i sent you?

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JEP

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Flash based speed tests are notoriously inaccurate with satellite Internet because they don't allow for latency properly. 
Here are my results on the Liberty Plan in the evening with congestion:

You need to do your test measurement with testmy.net and at least a 12MB file size. 
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Marcus

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I am EXTREMELY disappointed with the liberty pass right now!!! For the first 3 months after I switched to exede I absolutely LOVED the liberty pass!!! NEVER had speeds during peak times below 1 Mbps!! Was so ecstatic with the service that I talked about 30 people in my community into switching from our local isp (which sucked) to exede. For the last week my internet has been UNUSABLE from 5:00 pm to 2:00 am!!! Guess who's NOT a very popular guy in my community right now!!! There aren't any congestion issues according to the myesvt tool! This is a very crappy way to treat their customers!!! FIX THIS EXEDE SO I CAN GO OUTSIDE IN MY COMMUNITY AGAIN WITHOUT GETTING CUSSED OUT!!!! As it is now, the Liberty Pass is USELESS!!!!!
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Brian Shackelford

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Marcus - 

I would advise signing into my.exede.net and starting an online chat and requesting information regarding any problems reported on your Beam or in your area.  You may have to press just a little bit to get an answer, but you should be able to get them to look at it.

I did this last night and got a very honest representative that said he could not report any specific issues, but based on what he knew they were working on our Beam and there had been a lot of reports of issues in our area.  The other thing is to find out if the 30 other people you recommended Exede to are also having the same problems, get ALL OF THEM to report the issue to Exede.

I keep saying it over and over, a single report doth not a problem make.  The more that report the issue the more information Exede has to look into it further.
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G. Costanza

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Hey Jep, i did the test on testmynet but it failed because it was too damn slow.
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Lio Rodriguez

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Yep! Costanza has got it right. My computer won't even run the test many times because it's so slow. I'm sorry to say it but I think Exede being sympathetic is just a way to try to keep some peace with their customers. Saying a lot of other people are having issues too. But nothing changes! Nothing gets fixed! I've heard the same thing. I'm on liberty 10 plan. The picture is for Brian.
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Brian Shackelford

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Thanks for the picture....

The speeds you are seeing are the same speeds I have been told several times that Liberty Pass users can expect during Peak Usage time.

Others have been told of issues that are being worked on. Frankly I don't know. For now I changed plans and will see how it goes.
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JEP

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Ouch!  Liberty Pass on Beam 329:

I even had trouble bringing up this forum, to comment.
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Brian Shackelford

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Ouch indeed!
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JEP

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A little better on Liberty Pass in non prime-time:
Sun May 08 2016 @ 8:48:42 am 3.58 Mbps
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JEP

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Monday evening Beam 329 Liberty Pass is almost unusable.
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Marcus

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Same here on beam 327! Getting 30 Kbps!
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Brian Shackelford

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See the new post about eSVT if you can get it to load. Interesting info about the indicator buttons when in Pass mode. Does it mean part of the Pass limitations involves / causes packet loss?
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Markgc, Champion

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Are you referring to my post? My red buttons are because my account has been set up wrong from Day 1 and after 3 weeks I am still trying to get it corrected. . 

I don't see packet loss problems during the day on liberty pass.
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Brian Shackelford

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No, I was basically referencing what Alex indicated regarding Packet Loss being Yellow for Liberty Pass users. Does that mean that allow traffic to be dropped rather than just slowed is normal and part of the bandwidth controls?
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JEP

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Liberty Pass speeds on Tuesday morning ~ 4 Mbps.
Monday night was the worst I have ever seen.
Kept getting this:
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Brian Shackelford

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JEP -

That is precisely what started to happen to me very specifically on April 21, 2016.  I have since determined that based on the knowledge I have gleaned from chatting both via phone calls to Tier 1, Tier 2, Supervisors, and the Escalations team that this is now the new normal for Liberty Pass in the evenings.

When pressed on the issue they point me to the part of the DAP policy where it says something along the lines of "the ability to use the internet may be severely impacted" 

Now, escalations stated that we should not be seeing speeds below 256 Kbps, but even with just my laptop connected I saw them get as slow as 8.6 Kbps when it worked at all.  I also saw from a continuous ping packet loss of larger than 60 percent or higher at times.  Normally started getting really bad around 6:00 PM (sporadically in and out from 3:00 PM to 6:00 PM - depended on the day) and then got better around 10:30 PM but sometimes it was after 2:00 AM.  The very specific nature of the times that things run poorly (which happens to align quite nicely with what the DAP policy reads) leaves me to believe that this is due solely to the new DAP provisions they have put in place.  

While I "understand" why they are doing this, I cannot say I am terribly happy about it.  This really feels like what happened with the older Classic Plans when they started offering Evolution.  I had been on the Classic Plan for nearly 2 years and then suddenly things that I could normally do even after my cap was used no longer worked.  For months we went round and round and I was told nothing has changed, nothing has changed, nothing has changed.  Then around December / January in another thread here, a representative finally confirmed what I thought which is once you are over your cap on the Classic plans, things no longer worked outside of the Free Zone.

What I found in testing on Liberty over the 2 or 3 weeks of trying to get answers is that I had a bad install to begin with and once all my equipment was swapped (modem twice now), things were better but I was still seeing the same things you are.

What I really noticed is that it was almost like you could literally do 1 thing at a time on the computer.  For instance, if I started a continuous ping on my notebook connected straight to the modem and the opened my browser in the evening, the pings would start timing out until the browser finished loading the page. Switch to a different page in the browser and it happened again.  It was very consistent.

I have adjusted my plan and put in a proxy, filtering, av scanning, bandwidth tracking and limiting, intrusion detecting, intrusion preventing firewall that gives me granular control over the access to the internet by my devices.  In doing this I probably plugged a few "data" leaks that might have been contributing to my fast consumption of Liberty Pass.

So now if you use the internet generally after 5:00 AM and before 5:00 PM you get decent speeds.  Outside of that they get slower and about mid to late evening they get unusable.  I think a LOT of people fee slighted  by the way this changed, but from a legal point of view it seems Exede is within the bounds of the Policies agreed to even with the statements above.

I think maybe 2 responses have been given to this thread to indicate that they were working on congestion issues, however no one from Exede has come on to express whether these symptoms are normal or not.  I still welcome a representative to give us that answer.
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Brian Shackelford

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JEP -

Are things better tonight?
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JEP

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I couldn't load pages earlier in the evening, but now at 11:30pm they are slow, but will load.  About 28 seconds to load this page of the forum.
Beam 329 - Liberty Pass: Tue May 10 2016 @ 11:32:18 pm 332 Kbps


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Bev, Champion

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Speed depends on the server you are connecting to. I rant the test with multithreading enabled on TestMy (it then tests to multiple servers.) Download size was 42.5MB and, the variation is huge, depending on the server.

3.46 Mbps | Middle :: 12.67 Mbps | Maximum :: 19.24 Mbps

My router has it's own speed test, powered by Ookla, in it's software and, it's showing good speed as well.



However, the manual test at TestMy said 6.4 Mbps and SpeedofMe said 3.24Mbps.

ESVT says



So very server dependent as to what speeds you get for upload or download. (Only did download on TestMy.)

Viasat can't control what other servers do or, how they handle our connections, not to mention the hops on the way to those servers. It's possible to see abysmal speeds to one server and almost flying speeds to another within a span of under five minutes.


And no I do not have the Wifi modem with speed boost, this is a standard SB 2 modem, no boost available.
(Edited)
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JEP

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That's why I always use the same testing program and locked to the same server which is near my gateway.  Letting software pick a server for you will always pick one near where your IP address is tagged, often a couple thousand miles from where your gateway is located.  Even when using the same server, speeds can vary considerably over time.  I have seen 4 GB downloads vary in speed 10-to-1 over the course of the download.  Congestion in your Exede beam as well as congestion on the providing server are beyond your control.
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Brian Shackelford

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For those still having problems on the Liberty Pass in the evenings:

1.  Has it gotten any better?  
2.  Please go to www.wildblueworld.com/forum and there is thread there where you can post your test speeds and observiations.  The thread is:

https://www.wildblueworld.com/forum/showthread.php?9786-Liberty-Plan&p=82548#post82548

I really want to switch back, but not until I know it is working as it should and what the "As it should" actually turns out to be.
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JEP

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Liberty Pass was terrible for me this evening.  Once it got past 5 pm things ground to a halt.  Could not load pages, could not run a speed test.  But, now after midnight, my account has been reset and I am cruising along at +14 Mbps.
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Brian Shackelford

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Thanks for the update JEP.  Let me know how things go tomorrow evening.  I wonder if they are back to working on the Load Balancing algorithm now.  I know I am seeing lower speeds in the LNFZ and some slight packet loss currently.  
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BrandB

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I was absolutely amazed when I changed over to Liberty - while on the pass we used to have speeds as high as 7mbps! Even during "peak" times, we had speeds that never went below 4mbps. What a wonderful service it was. Now, I personally don't believe its due to congestion. If that were the case, it would have always been this way. Welcome to dealing with a corporate monster, ladies and gents. 

Their competitor has offered a 50GB/month plan in my area - and it's looking mighty attractive compared to the speeds I have now. And to think, this is how that competitor ran their business for years, slow speeds for no apparent reason. Shameful. 
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Brian Shackelford

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Careful as I believe that plan is 10 GB anytime and then 40 GB in the wee morning hours.
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BrandB

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Brian I examed carefully, it's 50GB anytime and then another 50GB in the early morning. Seems to be only in certain areas (avoiding congestion). Kills me to have to consider them though.
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Brian Shackelford

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Wow.....Liberty must have put a dent in their subscriber base because in my area it is available as well and is significantly cheaper than the 25 GB classic or 30 GB Liberty Plans. I am not going to be switching though just because I have had some unpleasant interactions with "the othrer company which mist not be named...." helping some local businesses troubleshoot some issues in the past. Not a bad deal overall though. I wonder if Exede might consider upping the top end limits of its plan considering the price points the competiton is offering now.
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Bev, Champion

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I'm hoping Exede decides to be comparable, THOSE GUYS have a good deal here too. Not switching but, hoping Exede soon offers similar plans for similar prices.
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Brian Shackelford

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Me too, although I am not sure what those plans would look like.  I would be happy if they bumped the Liberty Plans up to 50 GB, dropped the price and I wouldn't worry about the speeds in the evenings as 50 GB would probably be enough on its own to handle what I had to do on a monthly basis.

Or up the Classic plans to 35 or 40 GB and keep the LNFZ in play.  That would work too.  I guess it is exciting to see that the competition is heating up a bit again.  Last time the competition started offering more data, Exede did too.  Let's see what happens from here.....
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Bev, Champion

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I'd be happy if we just got Liberty 30 for the price of the competitor's 50/50 GB plan then, when the next satellite is up, we get 50Gb for the price of Liberty 30. Or even Liberty30 with LNFZ 2 AM to 5 AM even would help. (or Midnight to 3AM) and leave the price where it is. Either would be a huge improvement at least for me.

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