Speeds seem slower than usual these days.

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  • Updated 3 years ago
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Just seems like it's taking longer to load pages these past few days. Usually I have no complaints but this is noticeable. Nothing has changed on my end as far as I know. Any input from Exede reps? Is the recent spate of solar activity affecting the satellites? Just sort of curious.
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Brian

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Posted 3 years ago

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Knight Rider

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Brian, most likely just congestion on the gateway servers or accel net servers that you are routed to. Send an email with your account and contact info to exedelistens@viasat.com and include the link to here and one of the mods will get back to you in a day or two..not sure if they or there on weekends
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Brian

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I'll do that. Right now I can't even run the Speedtest! Just jams up and stops. Ugh. Usually they are pretty good too. Thanks for the suggestion.
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Knight Rider

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You didn't go over your data limit did you
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Brian

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No, I did check that.
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Knight Rider

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Ok just checking...most likely something on the back side need to be tweaked so sadly you're stuck for the time being
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Brian Shackelford

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Brian -

It may be worth a call to customer care technical support. Ask specifically if the beam you are on or the gateway you are on is showing any signs of congestion or other problems. Request that they put in a request with the network team to see if the issue is isolated or a more widely known one. Send an email as Knight suggested as well. If the the person you speak to initially does not seem to know what you are talking about, ask for a supervisor and request the information.

Good luck.
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Peggye Sprouse

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I just called tech support bc of slow speeds last night and tonight and they informed me that their system is down and will be down all night...don't know if I believe them.
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SonyaA

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funny it seems users that never have any problem with speeds seem to have them when new packages come out....I bet they take the chance to try to sell the new package during the calls. I cringe when they put new plans out cause its the only time I have ever had problems with slow speeds and intermittent outages
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Exede Beau

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Brian, we've received your email and will be in touch with you soon. Thanks for your patience.
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Exede Beau

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It was great speaking with you Brian. Please let me know if the issue returns.
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Brian

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Same on this end of the satellite beam Beau. Was an informative and productive conversation. Thanks for your input and patience.
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Brian

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Just a note to anyone who might come across this thread. What we came up with is that the problem was probably just very heavy usage of the infrastructure. Peak time with lots of users and the bandwidth was 'used up'. Several different servers all checked as expected. Ping times and speeds all were comparable. There is the outside chance that my router had a hiccup and if the issue occurs again that will get checked. Happily the horribly slow speeds have not reoccurred. They called me and we set up an appointment. Talking to the Exede rep was easy as it gets.
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Christopher Lambert

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Basically, they need to upgrade their systems to handle heavier usage. I have run across this problem more than once and have contacted tech support every time. The weather is fine when the problem occurs, so that isn't a factor. The response is, "Our systems are down and they are working on it" or "It is a heavy usage time (2-3 am EST) causing congestion". To me, that is unacceptable with the high cost of their service. If we had other options, we would not have exede. The 2 companies know this and are in no rush to improve service. 
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Steve Frederick, Champion

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Christopher, they are in the process of upgrading their "system". A new satellite, ViaSat2 is being built and then tested. It is scheduled to be placed in orbit in late 2016. It takes a few years to develop and commission a satellite.

ViaSat can not just send a tech up to the ViaSat1 satellite and plug in another gazillion GBs of capacity. The satellite is 22,500 miles above the Earth.
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John

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They can't just upgrade their satellite, but they can certainly stop overselling the existing one.
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JEP

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Wonder if ViaSat2 is still on schedule for launch in 2016, given Spacex's last launch exploded with a total loss of payload.
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Knight Rider

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I hope so, Elon said they should have preliminary results posted later this week as to what happened.  More so the why, they know is was the second stage oxygen tank that blew up do to over pressurization but the results will hopefully tell us the why.  Bottom line hope it don't happen with vissat2 on board.
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Bill

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I'm having the same i or issues with slow speed. my speed test is 1,5 or lower. I've called many times and told its congestion. I want to terminate since I can get 1.5 with DSL, i pay for 12meg down and would be happy with 6 but 1.5 is way too slow. I'm told I have to pay the termination fees when I disconnect. Not a happy camper with exede at this time.
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Lynn Hoffman

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I feel if they are having problems on their side and can't give us what we were promised, then That's a BREACH of contract and they should let you out with no problems.
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SonyaA

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Same here and after all these years (started on Wildblue) I have too noticed ONLY time I have the worse service is after new packages are started but this time if it does not stop I WILL be changing but it will be to Hughes since they have better packages for my area only reason I have not switched is in hope for some better packages with the launching of the new sat and did not want to start a new contract because both the exede and hughes sat should be in the sky before my contract would be up and we know new users get better packages.
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Lynn Hoffman

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For myself, over the past several months loading a video the circle thing in the middle as video is loading is Justin spinning and it's all times of day for us. My cellphone also uses the internet as a booster so I can get ether reception. We were guaranteed this lag or loss of service if any would be do to a heavy storm with thick clouds and would come right back on within a minute, I understand that, but when it's noon, clear skies and you are not zipping through anything from the Internet or even playing games and apps are all the time freezing there's a problem and I believe this problem needs to be fixed ASAP, if we cant have the speed and no problems as we signed up for then it's a breach of contract. The longer this goes on the worse it gets.....
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Brian Shackelford

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Yep.  I need to post a bunch of documentation, but basically I can do speedtests showing 2-4 Mbps download speeds, but on any download I try whether from Android, PC, laptop, connected to my wireless router or direct to the modem I get 10Kbps-50Kbps download speeds from about 6:00 PM to 3:00 AM. 

Interestingly even when I cannot download files, I can stream Netflix with little problem.  A few timeouts but not that many.  Of course I have Netflix set to stream at the lowest quality possible.

Welcome to the club......very tight fit.....too may people in here.....beam 329
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Richard Phillips

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mine is also slow
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J&J

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people can go to Burger King and see how their speed stacks up against home users...
or you can check out who else is using bandwidth HERE
(Edited)
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Knight Rider

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That's just wonderful...well for ViaSat....for us it means even more users on the already congested network.  Frankly it don't really make sense that they would use satellite internet service.  Last I checked there wasn't a Burger King next to my house to where they needed a Sat hookup.  Makes you wonder what kind of deal was struck that they aren't using cable, dsl, or T1 lines or something for that.
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Steve Frederick, Champion

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I agree with you KR, I have yet to come across a Burger King in an area not serviced by ground based internet service. They just don't put them in the boonies.
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Starring Matter

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Take a look at the date on that burger king article
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Steve Frederick, Champion

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I missed that. That was well before Exede came to be.
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J.W. Hyre

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"congestion" is not my problem, if they can't provide the service I am paying for then they broke the contract...no termination fees.
On a more interesting note, the only time in the last month that I DID get speeds over 1-2mbps was when I used up my data and was on speed restriction...6-8mbps
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Exede Lindsey

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Hello J.W. Hyre, thank you for reaching out to us. This is definitely not the impression we like our customers to have. We truly apologize about the slow speeds you’ve experience. Please feel free to you send your account and contact info to exedelistens@viasat.com so we can further look into your speed issue. Thank you
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Dan

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Mine is also very slow at times. I just canceled the phone service and am thinking I need to cancel internet service. I need something more reliable.

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