Speed issues

  • 4
  • Problem
  • Updated 3 years ago
  • Acknowledged
  • (Edited)
Service is constantly dropping signal even when i am not over "priority" data. Extremely slow speeds...half the time the upload speed is 3 times as fast as the download speed, makes no sense...I dropped DSL to have better service, that is clearly not what i am getting, now im contracted into this CRAP for 2 years.
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Todd Gardenhire

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  • FRUSTRATED!!!

Posted 3 years ago

  • 4
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steve heller

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Why would anyone think that satellite internet would be better than DSL? I can't imagine switching from any wired broadband service to any satellite. If the only alternative is dial-up, sure...
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Jim, Champion

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Exede is competitive with many DSl providers as far as speed, price and reliability and in a few instances even data limits. For people who use very little data, Exede will even compete with cable in some places. I have a customer who switched from Charter to Exede because they were fed up with what they felt was poor service. They have been on Exede for about 3 years are are a very happy customer. There are exceptions to everything.
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steve heller

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Some people win the lottery too.
That doesn't mean that lottery tickets are a good investment.
Note: I'm pretty happy with my Exede service, but then I don't have any reasonable alternative. If I did, I would take it.
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Todd Gardenhire

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It was a landline based DSL, service was slow, but atleast it would stay connected.
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Brian Shackelford

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Todd -

Sounds like you got a problematic install. I believe installed are guaranteed for a period of time (90 days?). You need to call customer care and request that they fix the problems. Don't wait. Call today and then keep calling until it is resolved. Go to HTTP://192.168.100.1 and on the page that comes up look at cable resistance and RX SNR. What are those numbers? What plan are you on? Have you gone over on your Priority data?
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Todd Gardenhire

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Not over priority data, RX SNR 9.4, Cable resistance 1.0
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Kathy Schley

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Yep, I agree! I'm breaking my contract after 6 months and it's costing $270. But hubby and I cannot take it anymore. Next Thursday we will have another provider. More money, but much, much better. EXEDE was a big mistake to us.
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redave

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no one should drop dsl for satellite.... marketing should not be trying to convince anyone either
exede is GREAT for us who live in the boonies, and DIAL UP is our only other option
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JEP

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Anyone who has done a minimal amount of research should realize that satellite is only for folks that have no other reliable option available.   It has worked well for my family for +10 years, but I have no other choice from my home.
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Kathy Schley

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I agree! We had Xfinity and Hughes and Exede available when we moved further out like 5 miles last December. Hughes was out of the question, and Xfinity wouldn't be installed for a month because the installers was only coming once a month in our rural area, so that left Exede if I wanted Internet right away. Exede reps of course told me what I wanted to hear to make a sale. I chose the Liberty 10 and it was fine the first month, but has gotten much worse to the point when my priority data is reset the net is beyond slow, to the point it's difficult to use the net in the evening. I will be breaking my contract with them next week.
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xoriat

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Call customer service and have your installation checked again. Something was not done right obviously because your speeds are way off. I've had Exede for almost 2 years here in rural Ohio without issue. Download speeds range between 700-800kBs and surfing speeds are consistent throughout the day and night.
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Lake Country Satellite, Champion

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Send me your MAC address found on the bottom of your modem and I will check everything out for you.
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Lake Country Satellite, Champion

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Todd Gardenhire

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David i will send it to you Monday morning, thank you.
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Diana, Viasat Employee

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Hi Todd, When speeds are slow rebooting your system is the first step in troubleshooting your issue even with DSL. Here is the correct way to restart your wireless
router and modem and computer (and yes, the order really does
make a difference!) 


REBOOT MODEM COMPUTER ROUTER
1) Power-down the computer connected to your 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. 
5) Make sure the Ethernet cable from the router is plugged 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.
7) Wait until all LED lights on the modem are solid 
8) Power-up the router. 
9) Power up your computer

Run a speed test from your modem, bypassing the router.

See if this helps with the speeds. In your browsers, you should also clear cache, cookies and history on a regular basis.
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Todd Gardenhire

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You know what? I shouldnt have to reboot the system every 15 minutes when it drops signal, this is getting ridiculous...
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G. Costanza

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Amen Todd. There's a lot of us on here who've been dealing with this crap for a long time. Here's me on priority right now.

Cant wait for Liberty pass. At least you can go back to DSL.
Gotta go re-boot my modem now.
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Cory Dent

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 I have had for 2 months. The worst service and technical support system that has ever happened. I am on here from work writing this, Why? Because I have no service at home. I am on the Liberty 18 plan, No clue what it means, but I do know I was told and it is in the agreement that will receive 36 gs of priority service then go to a "restricted" mode after that is used. I go through that in about a week. All I use for is Netflix and minor web browsing. My cell phones now do not connect to service to save speed. But When I go into restriction my contract states I will have 1 mbps to 5 mbps and that I would be just fine with, I do not. I am at 0.17-0.25 mbps download. Not at peak times but all the time. This means no internet at all.
  I have called approx. 10 times to get this fixed. Each time is a 45 min on hold. Last night when I called I asked to be transferred to the tier 2 support because 1 does the same thing everytime. I was told I needed to call back that team is unavailable. At first well I was ok but I asked to have a note or flag or the change to just go to the second tier without waiting. I was informed no start over every time. I blew up. I am reported now as abusive. So be it.

 Here is what I am doing. I have emailed the company and informed them they are to terminate the service due to inability to provide serviced in the contract. I have changed my Credit Card billing to a prepaid credit card that I choose to add money to only used for this. If they fix it great I will pay up. If not They will now suffer and not get paid. Good luck drafting from a prepaid card with no money on it.


  
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Brian Shackelford

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I think there are multiple issues here. A quick note about my usage. Under the old classic plans I regularly used a LOT of data. Once on Liberty I actually used less data. No matter how over I was I always saw the advertised speeds between 2 AM and 5 PM. Up until recently I was seeing those speeds even during peak times. I recently saw that change.

Liberty has been and still is marked as a no hard data cap plan, but they reserve the ability to slow your speeds very severely per the DAP policy. It is a bit vague on the language, however which seems to be why they can change enforcement and user experience and it is covered in the very particular wording of the policy, albeit at least up until recently it was sold with a much different expectation being set by the sales people. So, that being said, somewhere along the line it seems it may have been decided that enhanced enforcement of DAP speeds will cause users to be slowed based on various criteria (I.e - heavier users and peak times).

So, first off during non peak times you should be seeing those speeds as well. BUT if you have more than one device connected you can see those speeds much slower if multiple devices are accessing the network at the same time. At my house In actually have 10 different devices connected to my wireless and have to set access by each device on the firewall to prevent then from using data when I don't want them too.

Why so many? I have a MyCloud drive that I am moving all my media to so that it can be played on any device anywhere in the house. So these devices need the wireless access but no internet.

Second, setting Netflix to stream the lowest quality will save you a LOT in bandwidth. At the lower quality you see usage about 200 MB to 300 MB for about an hour ( mileage may vary depending on the movie).

Third, set all wireless devices to be metered connections on the device if possible. This prevents the OS and some applications from eating data.

Fourth, there may be an issue with your install or equipment that the support is not able to see. Mine checked out fine in their system but after several service calls turned out I had a failing Tria and modem.

To troubleshoot, what kind of speeds do you get connected straight from one computer to the modem with an Ethernet cable? Are you using the Exede wireless modem or the other non wireless one?

Tier 2 support is only available until 8 PM CST so you need to call in before that to Tier 1. Additionally you can start a chat session through my.Exede.net after logging in and I have had superb support from their chat support representatives.

Be polite, but if you are not getting anywhere with support and can't get to Tier 2, ask for a supervisor. Usually they are pretty available and will do what is possible to help or at the very least to answer your questions.

Hopefully this helps a bit. I hope they get things straightened out. I ended up having to change my plan to meet my needs due to the recent DAP enforcement on Pass mode usage. I suspect you may have to do the same.hi
(Edited)
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Cory Dent

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Netflix is not the problem. I understand how the is designed and if you read my post it states I understand the slowdown , but it does not slow down. It stops. 0.17 speed is all the time. I woke up at 4 a.m. and tested again at 9 a.m. and noon. Never changed. One device hooked directly to the modem no other devices. If you read the contract at peak times we will see from 1 to 5. So to believe I'm blaming Netflix usage is incorrect I'm saying the system fails to deliver once you go into limited and unacceptable. Plus I've called 9 times about this Same issue. Actually more but 9 calls over 30 minutes and every time I start over on tier 1. No matter what time of day. Each time there answer is to add gigs to get me out of restriction. Guess what then it starts over after that gig is used up. I
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Brian Shackelford

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Cory -

Please go here and post what you are experiencing:

https://www.wildblueworld.com/forum/showthread.php?9786-Liberty-Plan&p=82561#post82561

I was told by Escalations that we can expect speeds as low as 256 Kbps on the Pass during Peak Times and OUTSIDE of peak times we would see the 1 Mpbs to 5 Mbps.  I was also referred to the DAP policy where it states "the ability to use the internet may be severely impaired...." (or something along those lines).
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G. Costanza

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Morning Brian,
It also states the speed will be "usable", and .17 is not . I myself had .14 last night on Priority and .02 as i right this. They're response is always to reset the modem.

I registered over at wildblue but it wouldn't let me post. Try again later.

**tried sending this earlier this morning, but wouldnt go at .02 mbps**
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Cory Dent

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I couldn't post there either but will work on that when I have more time. Funny part is they offer Internet based chat to work on this issue. I can't even get the page to load up and this is during the non peak times. I go to work all day and then expected to go home and call every evening? Can't chat without service. I am opting out of there agreement but no way paying an early termination fee since the system has had issues since day one.
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Todd Gardenhire

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I like how you edited the title...sounds like Exede is a little biased on the bashing of there company, well if your service didnt SUCK i wouldnt be on here warning/griping about it to other people. I have had Exede for a month and it SUCKS!