Speeds vary wildly

  • 1
  • Problem
  • Updated 1 year ago
  • Acknowledged
When I first went with Exede my download/streaming speed was great--day & night. Now, not so. During the day I can get from 34-45 Mbps (which is great) but at night it drops into the Kbps range and is pretty much useless for anything but email & slow browsing. Last night I tested at two times (about 7pm and 10pm CDT) and got 250 Kbps and 390 Kbps download speed. This was after the tech had restarted the modem (which I also have done to make sure what the problem is). I've been on the phone multiple times but it is difficult to do when it happens since the speed is insufficient to support a voice call (I use an AT&T MicroCell).
I have a ticket for this, #217375542, but I'm not seeing any relief. I've been advised to contact tier 2 when it happens but I can't sustain a voice call that long at night--only in the daytime.
I have the Freedom 150GB boost 25 + wifi plan and I only got to use 1/3 of it during the last billing period.
Please do something. I'm not simply griping here. I recently retired from Rackspace as a Linux SysAdmin so I know what I'm talking about.
Thanks, Harley
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Harley

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  • unresolved

Posted 1 year ago

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Jakster Jammin

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Yes you will get slow speeds as the day progresses and around 5pm until around 2am is peak usage times so during that time frame you will get very slow speeds. ViaSat/Exede is working on getting another satellite launched and the launch date is April 25, 2017 which is on schedule so far.

Once this satellite is launched it should get better.
Google "viasat satellite launch date" and you can read up and keep up on the launch.
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Harley

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I am very happy with Exede/ViaSat and with their customer service. I recently retired as a customer service rep. for a major Internet server host and I know how difficult it is to do that job. 
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Tim Spake

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I totally agree with Martin. Harley is wrong about customer service at Esede. It has been terrible for most of us.
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Jim16

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Exede internet and their costumer service has also been great for me. No complaints. 

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Tim Spake

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That's nice, mine hasn't been good
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Steve Frederick, Champion

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Exede internet and their Customer Service as been nothing but great from my standpoint. I have only called them about a dozen times sine joining in April 2008, and have always been happy with customer service agents.
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Exede Lindsey

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Hi Harley,  

We make every effort to fair share the bandwidth amongst our customers and are continuing to work to improve the speeds at peak times. During about 15 hours of the day – roughly from 2 a.m. to 5 p.m. – it’s likely that your speeds will be pretty good. Throughout our “peak” hours when the network is busiest – roughly 5 p.m. to 2 a.m. – there is less bandwidth available, causing speeds to be much slower. You may also want to try disabling your wireless devices except for the one you’re using.

Your speeds should not affect your Exede Voice service what so ever, if this is the case, please send us your account and contact info to exedelistens@viasat.com so we can further review and get this corrected. Thank you 
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J&J

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We make every effort to fair share the bandwidth amongst our customers and are continuing to work to improve the speeds at peak times.

I disagree.  Freedom plans are throttled below "background process" priority.  I don't think that's fair at all.
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Harley

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To be fair, the advice about other wireless devices is great! Last night I discovered that by turning off my AT&T MicroCell it improved my streaming. Turns out that my android phone was automatically downloading updates. Even when it is supposed to be quiesced, the apps on it still burn up your bandwidth. I have an iPad that does the same thing. And mostly for crap that I don't use or even care about.
So, the solution (at least partially) is to airplane mode all your wireless stuff and then disable automatic anything. If I could permanently remove this crap (like Uber) from my phone I would.
Thanks, Lindsey, for pointing this out!
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Exede Lindsey

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Glad, I could provide some assistance! 
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Lea Clark

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So glad to hear I'm not the only one having these problems. I've had techs here on 3 occasions. Another one coming on Monday to do the same thing I've had done 3 times already. My whole system, from dish to router, including cables and connectors are new. Instead of lying and saying that's nothing wrong on their end, just tell the truth. I am so done with this BS. I had GREAT speeds until about a month ago. Then, suddenly, timeout errors no matter what time of day. As of this post, I'm 5 days into my month and have managed to be online enough to use 3.7 gigs of the 150 "Premium" gigs I pay for. So by the end of the month it is looking like I might get to use about 20 of the 150 I pay for. Then they act like I'm the problem. I've only had 1 CA who was decent about the whole thing. The rest have been jackasses.

They won't even run the necessary tests at premier tech support that I pay for. Try to get them to run a pathping or tracert. They won't even do it. I can show them where the bottleneck is, show them that I get up to 15 to 100 percent packet loss most of the time and they still say it's not on their end. They don't care.
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Tim Spake

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I turned off all updates and still have crap speed when I want it most.
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vince mattingly

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Here's the rub people, if in fact there is bandwidth congestion at any given time resulting in slowed speeds, how then does exede find plenty of high speed bandwidth the second you pay for more data?
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Jim16

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You will be throttled when you run out of data.  This will give the customers who have stayed within their data limit more speed.  It is only fair and something I would expect as a customer who stays within my data limits.
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Tim Spake

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Since I pay for 150 gig of download but only average about 20 each month, I shouldn't be throttled. I also pay for the 25Mbps and rarely get that. 5.5 Mbps right now Sunday night 9:53PM . Far cry from 25 they sell you on.