Mary W Let me introduce myself. My name is David H and my wife and I signed up for Exede super fast Satellite internet service over a year ago. I know I can help you with your problem. Understand I am a customer of Viasat communications just like you. I am no way affiliated with this corporation what so ever and I will tell you truth as I know it. Understand Viasat is the corp. Under them are the services Wildblue & Exede. Wildblue is obsolete and slow service. Exede is better technology that delivers better service. To manage your account log on to https://my.exede.net and register. This page will give you useful info. They recommended speedtest.net. So I was complaining about the crappy service after the first year since we had no problems and service was great. Even in restriction, because we ran out of gigs, we could still steam video
We can only afford 10 gigs a month. After doing a speed test I noticed the IP address was for wildblue and I was ferrous I told the tec rep I signed up for Exede not wildblue. I realized the people answering phone calls are just employees and maybe they know more than I do. Quite a few times they just hem hawed around and I read it right away. Some things they can not tell me or don't want to. What I figured out was they have separate servers for each service. Exede, wildblue, and viasat communications. All with different IP addresses. My messages finally got to the real tec guys and they got me off the wildblue server and on viasat @IP 18.104.22.168. OK its not exede but its better than wildblue. My complaint to them, pages buffering longer than usual before loading, streaming video buffering every few seconds, and the connection is reset. So to rape this up I believe they are experiencing growing pains and I feel they have some bugs in their software being that they they have added the new freedom packages and the new boost 25. since they have launched some new satellites and added them to their network.
Since I don't know your set up or rather your local network. I will described my setup. I have a viasat satellite modem from there my Ethernet cable is connected to my voice over IP telephone service box. From there I have Ethernet cable going to my netgear Centria router WNDR 4720. sometimes I have to get tec to look on the modem to see if there are any errors in my network. Net congestion will also effect your internet speed. Some times I have to reboot my network several times a month.
Since their was limited info about your setup I can not lay a finger on just what your problems may be. So the only advice I can give you is to call the service @ 1 855 463 9333. have them check your modem for errors and tell them about any problems you are experiencing and do check out speedtest.net. Tell them your results of your ping, you download speed, and you will see the server and its IP address in the left hand corner. Good luck