Problem with Facebook

  • 7
  • Problem
  • Updated 2 years ago
  • Acknowledged
  • (Edited)
Back where I started with the problem of Facebook not loading properly. I have not used Facebook until today when I needed to log in there to get some info from one of my groups. I can scarcely believe this is happening again. I spent 3 days of my life trying to get it fixed. It was finally fixed after being escalated up the chain of command. Now it is back. I just tried to get some help from Technical at Customer Support and of course the usual, placed on hold for a long period of time while she checked on it and then disconnected. This seems to be a continual problem when calling and it is high time someone at Exede found out what the problem might be in that sector of ViaSat/Exede/WildBlue. Customer Service is a big problem for the reputation of this company. 

This is the previous thread which was closed after the problem was marked "solved". 

https://community.exede.com/exede/topics/problem-with-facebook-not-loading-only-facebook?topic-reply...

I received an email from Exede Diana a few days after the problem was last fixed apologizing for the lack of response from her unit. I was happy to hear from her and appreciate her taking the time to write to me.

"First let me apologize for the delay in responding to your issue with Facebook. We are few in numbers and had many issues we were pulled to work on. You are a valued customer and we are committed to explore all options to reach satisfactory solutions to all issues."

She gave me a phone number to call in case something went awry. I called it this morning but her voice mail said she is gone until 9-12.

This really should not have to wait until then and I would greatly appreciate help from one of the Exede Listens folks here. I am really tired of being put in the position of becoming a complainer but don't know what else to do.

Thanks~
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R Frederick

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Posted 3 years ago

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R Frederick

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Finally reached someone who worked on this problem for a long while and no resolution for it. They will be sending someone out to my home later this week to troubleshoot. Will update once I know more.
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R Frederick

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Forgot to update this, appears to be finally fixed. Was working when the service person was here then the next morning not working. Completely unplugged everything and left it that way for a full day. After than it was working again. Who finally fixed what? No idea, just relieved to have things back to normal.
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suzanne wilcox

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Are you still having issues? I litterally am having the same experience with Facebook and Exede at work. We never exede usage and i have the same exact Exede plan at home which is less than a mile from my work and NO problems.
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R Frederick

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Suzanne - I responded to you below~
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Brad, Viasat Employee

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I want to say that was something happening to a few people a few weeks ago. I'm glad it's working now!
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suzanne wilcox

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I am having the same exace issue he is explaining to a T. Even down to contacting exede for help and nothing, to the dropped calls. We have been having the issue for three weeks now and when i called today for thr forth time i was simply told, "i'm sorry for your inconvience but i have no solution for your problem" then she actually asked me if she could help me with anything else. What was/is the problem, exede must know since you are replying here.
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R Frederick

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Suzanne,

I really sympathize - this is such a weird problem to have happen. You probably won't get any help unless you hit the right person - even then it may take a while to get it fixed. It is really hard dealing with many of the people you reach by calling in. I think they aren't really that knowledgeable for the most part and they will just try to pretend like they know what they are doing. It seems to basically be just a call center that we reach when we call in. One of the last times I called it sounded like they were having a party in the background so I don't think it really is any true tech department. That said, from time to time I have reached someone who went above and beyond and truly tried to help, so they are there. Seems as though it can be the luck of the draw and as tiresome as it is just keep trying.

I notice when I use Facebook now it does load the pictures, however, the page is still having some problems loading. I can tell that because the tab at the top of my browser still has the blue wheel going around and around. The photos are loading and I can change pages now. Part of what I did in addition to spending hours on end with people from Exede is complain to Facebook several times and told them the problem seemed to be only occurring while I was using Exede/ViaSat. I don't know that it helped but I thought perhaps their engineering department would at least be aware there was a problem with Exede users accessing their website. The last time I complained I actually deactivated my account and told them that was the reason. Did you try taking your computer to a friend's house to be sure that you could load Facebook from a different internet service? That is what truly convinced me that the problem was one between Exede and Facebook.

Perhaps one of the Exede people here will take mercy on you and try to help you. Have you tried writing to Exede Listens to see if you can reach one of them? I wish I could help you further but there doesn't seem to be any magic bullet. This problem doesn't make sense and it needs to be corrected once and for all. Best of luck~
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suzanne wilcox

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I have notified Facebook but didn't identify myself as an exede/viastat customer. (Will try that) And i have had numerious contact with exede, via phone, live chat and listens.
Our company experience with Exede has been a nightmare.
Whats really weird is that my work location is in a remote area and i live in the only resident witihin many miles. And I'm only roughly a mile away from work. Well i have Exede and the same plan for my personal residental internet service and have never had this problem. Thought it might be a router issue, since my home internet was set up about a year ago and my work upgraded to exede a little over a month ago and got all new hardware. But as you know, when you call everything looks fine from their end. And work hasent had any problems with any other sites. My company has been a Wildblue customer for years and it just seemed right to upgrade since Wildblue was a bit slow with interacting with our national company. I have a feeling I'm going to be asked to find a new internet provider for the company if this isnt resolved soon. Before three weeks ago we couldnt access our email. Just one thing after another.

Thx for posting, i cant tell you how many times Exede has stated, "we have never heard of this issue before" and then you have to tell them about reading posts like this, it wasent until after that, our email began to work.

You are right in that at times you can reach a sympathetic support person, but that seems to be all they can do is say sorry. We alsohave had to deal with overcharges, called to report and get refund with assinged ticket number only to call back later to be told the refund was rejected. This was on an account they did not deactivate after being notified. We were also over charged from our Wildblue account Upgrade a whole month on two accounts because the person on phone we talked to to get upgrade decided to create all new exede accounts for us instead, forcing us to cancel all our old accounts thus this snowball effect of problems. I have literally called either Wildblue or Exede or both every week since "upgrade". So disapointed.
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Mike Whitley

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Its not working now > Atleast on my phone or computer it isnt ! I can get on with AT&t via my phone and all picks load - switch it on to wifi on my exede and refresh page and no picks ! Both phone and computer work fine on other internet providers - no problem loading pics.
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Richard Vardaman

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I went 6 weeks not being able to load facebook. I was told it is a problem with facebooks format with Via Sat. I then was able to load facebook with no problems. Now it loads but soon refuses to load pictures. Via Sat is going to put up another satellite in 2016 to help with the usage load on the bandwith. I have had other satellite internet services and have got to say that overall Exede or Via Sat is better than any other service I have had. I have used satellite internet since mid 1990's.
Via Sat is working on the problem. But then I don't go into DT's when facebook doesn't load. All other sites load just fine.
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Exede Lindsey

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Hello Suzanne, we certainly don't want you to feel that way. Exede is dedicated to providing exceptional customer service. We see we have left you with a bad impression, please allow us to turn that around, I definitely understand your concerns and would be more than happy to review your account to see how I can assist. Please send your account and contact info to exedelistens@viasat.com so we research and find out what's wrong with your connection . Thank you
(Edited)
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suzanne wilcox

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I did that yesterday listing account number and receided no response. This morning I did get a response apologizing and suggesting I try and reboot my moden and router in the specific sequence. Can you guys not see my post in full which states i have already been through these steps, twice even before I made initial post. I have once again submitted A complete explanation regarding our ongoing situatuons my company is having with Exede. I then received a auto message stating that my complain file had been CLOSED and that I need to go back to the exede complaint page and start a new. Really!!!
Someone there is aware of this issue and knows what the problem is if the above customer's issue has been fixed. Instead of us being the IT people figuring out what the problem is, how about you do some digging and find the solution. Because at this point all we are doing is repeating ourselves.
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suzanne wilcox

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I have spent the day trying to go through exede listens. Wrote out our entire situation. Got a reply asking for the basic questions, what is email and phone number associated with account. Actually thought i might be able to get somewhere today. And the i get the same old response, " have you tried other brouser?" Yes, of course, can they not read previously written posts. Also suggested doing a upgrade to brousers - already tryed. And that this was a personal brouser problem and if not a facebook issue. Then got the standard response after they have not solved any issue, "please contact customer support if problem persists." Well since you never solved anything with your interaction with me, your basic suggestion is to start all over from square one. i thought that was what i was doing by contacting Exede listens.? I requested they send someone out to fix their problem with their system because we have spent enought time trying th fix their problem. NO response. I know this isnt a FB issue because only happens on company account. I know it isnt a brouser issue because we had two different times when we could view images and then they just stopped loading when we made no changes to anything.

I did some further digging and discovered that some companies attach a default to business accounts to block websights that are thought to be bandwidth hogs so the internet isnt bogged down. This sounds exactly like what we are experiencing. I asked if this could possible be the problem on my Exede listens feed and NO response.
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R Frederick

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Thanks for the info - when I was told this I wondered why there had not been any publicity about it. Obviously the person who told me this was terribly mistaken. Perhaps he was thinking about his Dish customers who use satellite.
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suzanne wilcox

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We still havent heard anything back from Exede since last complaint. What i just dont understand is how some accounts have no problems and others do. We have two accounts with exede at work, one account constantly has the issue of no images loading from FB and the other is working just fine. Well, as of last Thursday.
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Richard Vardaman

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When I try to open facebook all I get is a white page, nothing. The address that shows up is http://www.facebook.com/?_rdr=p
From what I've read it's Exede waiting for data from facebook.
I can't get a straight answer from customer service other than it's a congested band width and they will launch a new satellite sometime next year.
This is the first problem I've had with Exede in 2 years.
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R Frederick

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That seems different from what I was experiencing. I never had just a blank page I would get a partial load and then the blue wheel spinning on my browser tab which indicated it was trying to load. I know FB made some changes so perhaps that is part of your problem with this issue. Have you tried different browsers or tried taking your computer some place else to see if FB will load?
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Richard Vardaman

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yes I took it to my neighbors and connected with no problem. I have 2 computers and they both do the same thing.
Customer service says my modem is working properly.
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Kaotic Technologies

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Lol it is absolitely a exede newtowk issue....not your personal service.
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suzanne wilcox

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Get a new router.  I have been going back and forth with Exede with no help or solution.  after doing some digging I decided to replace our router, which we never had an issue with when using Wildblue and Facebook, but once we did, Facebook opened right up.  Get a new router, that is the issue and Exede won't tell you this, why I don't know probably because they don't provide the router and don't cover it.  We delt with this for months and now NO Problem.  We got the Linksys AC1200+

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Richard Vardaman

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It's not the router. I used a ethernet cable directly from the modem to the computer, completely going around the router and still had the same problem.
After a few weeks I can now load facebook.
Facebook is continually changing their format.
The router being bad is not the answer.
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P Sauvola

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Facebook changing their format isn't the issue either I don't think.  It's the inability for Exede's DNS to resolve https://scontent-lax3-1.xx.fbcdn.net/ and other image hosting sub-sites/domains of Facebook.  And since the DNS requests all get re-routed to Exede's DNS servers it's not like you can change the DNS on your router or computer with any result.  It's quite frustrating.
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suzanne wilcox

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We have computers using wifi and ether net cable and both wouldn't allow facebook to open.  All other applications worked fine.  I knew Facebook wasn't the issue since I have same Exede service at home and never had any problems.  We tried all fixed and suggestions from Exede, to rebooting, changing browsers and settings and had no luck. Only once we changed out router did we see a change.   Not sure our router was bad, just didn't seem to work with Exede.  The only reason I tried it was because I found a thread of people complaining about Exede not working properly with old routers so I gave it a try.  Sorry it isn't a fix for ya.

(Edited)
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P Sauvola

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This has been an issue with me for weeks.  I've posted about it separately and the feedback I received from Exede wasn't helpful.  At this point, I'm going to read through the terms of service and see what kind of guarantees they make and pursue what I can.
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Starring Matter

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Nothing.  There is absolutely zero in your contract that guarantees you access to Facebook or any specific site. 
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Mike Whitley

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Unplug your router and plug straight into your modem it worked for me ! I ordered a new router
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Mike Whitley

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And scratch that router quit already but still works plugged into modem ?
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R Frederick

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Agree with P Sauvola. I am on the West Coast as well (in the desert) and had this same problem. They even sent a technician out. It took a while and lots of complaining but it finally resolved and I am still using the same old Apple Airport Express. I do still have the problem (as before when the no pictures problem was occurring) where it appears from the spinning wheel on the Firefox tab that FB has not completely loaded. If it gets stubborn and starts acting up a bit I close the entire window and start fresh. Previously, that did not help. I have some really weird problems from time to time and they have to reset my modem which seems to help in those instances but with the Facebook problem nothing like that helped.
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Chad Brown

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I'm still having this issue and exede has stopped responding to my emails .. :/
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Brian Shackelford

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Chad - 

Call back into support on a regular basis and ask for the issue to be escalated.  I have seen others on this board call or email and request escalation of the case and they have generally gotten things resolved.  I know I read either here or another forum where Exede was asking users with this problem to contact a specific person or post some specifics as they were looking into it trying to figure out the problem. 
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R Frederick

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Chad,

I found the only thing to do is as Brian suggests. It's frustrating and tiresome but if you want to use FB that may be the only solution.