These speeds are unacceptable for the money we pay.

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  • Updated 5 years ago
Merged

This conversation has been merged. Please reference the main conversation: Speed issues. Congestion?

Speeds are way too slow for the premium cost we pay.
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Sfordt

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Posted 5 years ago

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JEP

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Have you contacted Exede?  There may be something that could be addressed to help your speeds. Wonder why your speed test shows AT&T as the ISP?

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Sfordt

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This has been going on for over three months now.
Have done all of the testing, direct to PC and nothing changes.
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Sfordt

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Router is fine, no issues with my stuff it's all Exede. Even at 5:00 AM it is too slow
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J&J

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I got up early this morning to check the 5am speed and it's about normal.  Verify the speed test is the only internet activity going on during the test and choose a server that is known to be mind-blowing fast.  The mom and pop cable/DSL providers may be quick, but their own system probably gets priority.  I go to speedtest.net and choose a fiber provider with a solid backbone connection.  You may also have issues with settings on your computer Network Interface Card.
(Edited)
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Exede Beau

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Sfordt, Ray is correct, you will need to bypass your router and connect directly to the modem to rule out your router.

I would like to troubleshoot with you and get this resolved. To protect your privacy please send me an email at exedelistens@viasat.com with your account information.
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Sfordt

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Beau, have already done that still the same. Set up a service appointment took half day off guy never showed up.
I hook direct to PC and still get slow speeds. When system is congested it is just that slow.
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Bobbie Blackman

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Quit your gripping and give Beau your information, this is the same thing you did with Kimberly over and over just rag on to be hearing yourself talk for the last 2 months. It's going to be a nice day tomorrow, enjoy it.
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Sfordt

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For you information I gave my stuff to him. Where to you get off telling me what to do. I have been more than patient with these people. Not my fault they can't keep the appointments that they set. So just butt out if your not going to help.
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Bobbie Blackman

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We all have tried helping you, if you gave him your info why are you back here 3 hours later still gripping? It takes time for the exede team time to fix these things.
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Sfordt

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No you have not tried to help me, all anyone has done is tell me to unplug equipment and reset modems and bypass routers. When you set up a service call you show up. Three months is piss poor service for the $$$ we pay.
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Exede Beau

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Thanks for the email Sfordt, will be in touch.
(Edited)
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Exede Beau

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Everyone, I hope this message is received in the positive spirit it is intended - I think you guys are great. I know I've only come out of the shadows this past week, but I really hope we can work on the tone in this community. Ultimately we're here to help each other, communicate with cool and interesting folks, and learn some new things.

I understand there are trolls and people who do not seem receptive to the help we offer, but we have to consider how the aggressive posts look to a new person reaching out for help for the first time. They don't know an individual's post history, etc. Just my thoughts, influenced by no one else.

The efforts you all put into this community are hugely appreciated, I just want to make sure that new users feel like they can ask for help as well.
(Edited)
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Old Labs (VS1-329-L12FZ)

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Beau,

The tone of this community is no worse (nor better) than any other - as noted it's the nature of social media.

However, it could improve if ViaSat were to become more proactive in addressing known concerns and issues which frequently lead to some of these pissing matches:

  • A better usage metering system - the current one is inadequate and doesn't really provide anyone with a useful way to monitor their usage. It should also categorize by download and upload to allow users to differentiate between activity that may be causing excess usage.  
  • A late nite free zone and early bird free zone indicator - everyone recognizes it is occasionally late in kicking in but everyone should be able to tell when it is active short of trying to download something, burning data and seeing if it registers. Naturally nobody complains when it's late in disengaging.
  • Firming up the first level customer phone support and billing - it's often difficult to reconcile what is said there with what is said by employees here. I suspect I know the reason for that since it's common practice for corporations. 
  • More pre-sale transparency as to exactly what to expect from satellite internet regardless of the marketing hype; insuring that new subscribers are cognizant of the "electronic" signature and know what they're doing there.   
  • Firming up the installer channel - the majority are good however ViaSat must take some action to weed out those few bad ones ruining the good installers reputations (not to mention Exede's). There are numerous examples here of shoddy installs that have led to fist fights here.
  • Greater transparency on network issues, planned outages, and modem software updates - clearly not all users would be interested in these details but those of us having experience would be able to provide better feedback as well as help isolate newly introduced problems (as was done several months ago).
  • When there is a problem attributable to ViaSat - fess up! Everyone knows stuff happens. Denial or silence serves no useful purpose but does result in some donning tinfoil hats.
  • Greater visibility into the modem's WAN statistics - the LAN statistics are readily available by other means and serve no useful purpose other than to validate the router's statistics.  
  • Don't forget about your red-headed stepchildren when it comes to promotional offers for those who subscribe through NRTC or other channels. In particular NRTC was one of the early investors in Wildblue - they and their subscribers deserve better.
  • Finally for the moderators, when you single someone out make sure you know who threw the first punch - hard to do when exchanges span multiple threads - but recent situation like led to some shorts becoming knotted. 
None of these are new and most of us have been requesting them going on two years now in some cases yet all we get is "they're coming or on their way". Yet, you'll find that the majority of complaints here that get out of hand can be traced directly to one or more of the above.
(Edited)
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Steve Frederick-VS1/Beam314, Champion

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Well said, Old Labs. 
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Susan B

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I watched that fiasco last night and it was amusing allright. I was just curious what was to become of it. As usual it was cheers for the poor customer that complains constantly day in and day out. '' we know he would have been notified if the repairman couldn't make it. That very seldom happens like that. ''  And hes back again. still Complaining. If you would have done your homework Beau you would have seen he was a constant complainer, Kimberly tried without success several times and he wouldn't communicate with her. Which should tell you he is here for one reason. And Then   it was shame cast on one of the few who would speak there mind and stand up for exede vigorously. Bobbie is also a customer and he didn't get over 160  likes for not trying. There were some good points brought up. But beings this forum has a exede csr. maybe 4 hours out of the day and I'm not sure that is everyday I can understand the confusion. I think everyone here remembers Alex and how frustrating it was when he dropped by with his snickering remarks. Now it's starting all over again. Beau Hopefully you took the time to go back thru the Threads and make sure you were right to make the comments you made. You seem to be concerned about what new visitors see when they first look at this forum. Then take the people out that come back several times a day with their bogus concerns, does that look good?  I don't think so. We know this is the start of closing this forum, just shut  it down Or be here to control it when the nuts come in instead of stopping by from time to time dropping little slurs at the wrong people. tyvm for your time. '' Labs thats probably one of the best post I have ever seen ty for your input. That post makes it impossible for anyone at exede to remotely compete with you. ''
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Exede Beau

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Susan, I was well aware of the post history, I've been following along for the last couple of months. I referenced trolls in my post. My concern is the tone with which we approach people. We as Exede staff will handle the trolls as needed, but I'm hoping we can lighten up on the aggressive tone. That's all.

Thanks for your input, it's valid and genuinely appreciated.
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Exede Beau

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Old Labs, that list is fantastic, thank you for the time you put into it. I will make sure it is seen by the proper individuals and groups.

I can say that I know several of those points are being addressed in the very near future, which I know you've heard before. Working with customers daily, we feel the same frustrations with some limitations, we get it, and I genuinely believe that we're improving every day.

Thanks for your patience and your continued help.
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Knight Rider

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Hey guys, I have had the same issue as well. Just switched to Exede this past Sunday 3/15/15 speeds during the day are fairly good up in the 10-12 mbps down range and 3-4mbps upload.  But now at night during prime time hours it has been down to 1-2 mbps down and up with yesterday 3/18/15 being the worst that I actually lost internet all together.  Called and talked to customer service and tech support for like the third time this week.  From there end all stats on my modem and dish are fine just the beam I happen to be on was at 98% usage and tech support didn't really have any options for me other then saying sorry.  Now I understand that 98% usage going to kill everyone's connection speeds and not a lot can be done when its over loaded.  I guess my question is; is there any hope or light at the end of the tunnel here?  I know Viasat-2 is being lunched mid next year but the lady I talked to at customer service had mentioned that there are 4 sats in orbit covering the US and that there was a possible launch of another sat this fall to help with overloaded beams.  My understanding was that all of the Exede service is going though the Viasat-1 so hearing there were multiple was confusing to me. Is that true has anyone else heard this or Exede Beau do you have any information on this?
(Edited)
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Knight Rider

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Well I can see why they said that at the time, It was a state of the art satellite with the highest capacity over any other. But times have changed in the last 3 years and more and more people live in rural areas and want something for internet service over dial-up.  Looking ahead the issue I see with the "New Viasat-2" is it has 7 times the coverage area but only double the capacity over Viasat-1.  So are they lunching that to work on junction with Viasat-1 or is it intended to replace it totally?
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Alex, Viasat Corporate Communications

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ViaSat-2 will work in conjunction with our current satellite, ViaSat-1.
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Knight Rider

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So for those of us that are on beams that are overloaded I guess there is no help other then having to wait till mid to late next year to see re-leaf form the congestion and 98% or better beam usage during peak hours?  Just trying to gather more information and knowledge here.  I had switched to Exede after being on Hughesnet for the last 9 years and just thinking that I should have waited till next year after the launch of Viasat-2 now...but as they say hindsight is 2020.  Not that I'm saying anything negative about Exede I think there service is great when the beams are at low capacity, Viasat just needs to work on getting the beam usage issues resolved and I think they could go back to being the top provider for satellite internet and getting the comments from the FCC about beating there advertised speeds.
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Old Labs (VS1-329-L12FZ)

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 Looking ahead the issue I see with the "New Viasat-2" is it has 7 times the coverage area but only double the capacity over Viasat-1.
True, but that should be tempered by the fact that much of that expanded coverage area is open ocean. Perhaps some of the capacity will be taken up by air/shipping carriers. But it also appears that much of the Caribbean is also covered and it will be interesting to see if there's a market on the islands and just how big - probably the most potential.

I spent a year and a half down there on a remote island where it would have been welcomed with open arms. After several hurricanes hit the island and growing weary of constantly running copper lines overhead, the local infrastructure was replace with buried fiber - naturally it didn't help internet access which was restricted to a 256Kbps satellite uplink at the time but things really rocked on the localized network.
(Edited)
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Exede Lindsey

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Hello Knight Rider, if your speeds drop drastically the way you say they do during prime time hours that would defiantly be an issue I would love to look into this for you as this is not normal and you should be receiving expected speeds. Please email me your account and contact information  to exedelistens@viasat.com. As far as ViaSat -2 is concerned we all have very limited information as to the speed or data it will provide for our customers. I’m sure we will have more information for you shortly in the future.  
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Sfordt

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Speeds are great this morning. Is there still a possibility I am having am equipment or alignment issue? I don't know!
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JEP

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Sfordt - I don't think there is a way to have good speeds with a poor alignment.  Now if your dish is mounted on a wooden post or not secured properly then it is possible for your dish to move with changes in humidity, temperature and wind speed/direction.  If your RxSNR is the same for low speed as it is during high speed time periods, then in all likelihood you are just a victim of congestion.
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Knight Rider

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Sadly that is the case even for me the beam I'm on is at 98% capacity at night and is just overloaded and I can't stand it. I would have never switched form Hughesnet had I known before hand that the Exede service in my area is worse. But everything I had read ahead of time was saying that oh Exede is great there speeds are the best, we have the most advanced satellite but truth being that yes that was the case back in 2012 and 2013 when the new satellite was lunched but now they have more customers then they can handle and there's no hope in site till Viasat-2 is lunched next summer.  Worse yet I have 45 days to go back to Hughesnet and they will reactivate my service but Exede don't have a trial period once you sign the contract that's it your stuck for two years like it or not.
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Sfordt

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Thanks JEP, you are the first person to say that. I did not think it was a equipment issue. This congestion sucks though, just did not want to cave into the congestion excuse. We should have been told this could happen up front. Cable providers tell you that up front. I was told when I signed up in 2012 that this would never be an issue. Exede should be able to adjust our price plan when we are on a over sold beam and cant achieve the speeds we were sold. Knight Rider we are both in the same sinking ship. I think is is Viasat's problem for letting evey tom dick and harry sign up to provide this new service. Even directv and dish are selling the package and I think that is why it got over loaded so fast. Then Hughes Net got on the system too. Just saying its not real good business practice. Its all about the $$$$$$$.
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JEP

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Sfordt - Here in central Virginia, the past six months has made a big difference with prime time speeds now being 1/4 to 1/2 of what they were.  Fortunately, a few weeks back the Evolution Plan stopped being offered here, and now a few days ago the Exede site says Exede service is no longer available.  Hopefully, that means things won't get any worse. 
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Brian Shackelford

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Knight - 

Contact Exede Customer server and DOCUMENT the call.  Document who you speak to, time you call.  Ask for a supervisor.  Explain the situation to them and explain that you are not getting what you were told you would be getting.  Document all of this as well as what the resulting offer - if any - is to remedy the situation.  If legal in your state (check your laws first), record the conversation.  I believe it is legal if you inform the other party you are recording in most, if not all states.  

Do this every night / time that the speeds are slow.  Ask for what beam you are on, ask them to look at the congestion on the beam, ask them to check any problems on your equipment.  After establishing that the problem is not your system (you can do this by running a couple of speedtests during mid-morning a couple of days which seems to be a time that congestion / use is at its lowest point) or the equipment or the installation, but is in fact the congestion on the network, then ask to terminate service and request them to waive the fees.

I am not sure they will waive all of them, but the fact of the matter is that I have been on Exede for 33 months now and up until about 6 months ago all was pretty good.  Then I had data usage issues along with slower and slower speeds.  I know of people in VA (same area as JEP) that got on the Evolution plan and they have full speed to everything regardless if they are over their cap or not.  They watch youtube, netflix, download away without any slowdown at all. I still get popped as soon as my cap is reached - which isn't happening now that I have locked most of our devices out of using the modem.

My only summation of this is that Exede felt they could control the dynamics of the traffic to make it "feel" like speeds were good by tweaking their Accelnet servers, but have run into some technical difficulties in the process.  This is all a guess since no one from Exede has (to my knowledge) actually explained in a release, support email, or on these boards as to why the discrepencies in service.  There have been acknowledgement of issues but absolutely no technical details as to why they are occurring or what is being specifically done to remedy them.  All I have gotten is that "we are working to ensure the best experience for all of our users" and "when the new satellite is launched it should alleviate the issues we are seeing."  My problem is that the change is probably 12 - 18 months away at least.

Now I can opt out and switch at any time, unfortunately no one else has decent service in our area so I will stay where I am at as it still meets my needs.  Additionally in our area it isn't that Exede is no longer available, it is only available through local dealers - some of which are  still offering repackaged Evolution services.  A search of zip codes around the country seems to indicate Exede may be moving to have all new users go through a local dealer.

I hope this is just a temporary (less than several months) problem that gets worked out, but I believe at least in my area the service has simply been oversold.
(Edited)

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