Slow speeds

  • 2
  • Problem
  • Updated 1 year ago
  • In Progress
  • (Edited)
So I have been experiencing slower than usual, less than 1.0MBS download speeds on all my wireless devices.  I am on the Exede Liberty 25/25 plan.  Now I've been with Exede for 10 years now and I am completely familiar with the mind numbing shenanigans this company pulls.  That stated today made me chuckle. I am currently over my plan so I decided to test my theory during the fee zone period where my hard wired computer experiences speeds well over what I can normally expect, most times.  My wireless devices still all come in at a loathsome -1.0mbs.  So I call today explain that I know i'm over my limit but that really shouldn't matter cause I believe the issue to be inside a router setting. "Oh well have you cleaned out your cache and cookies on your wireless device?"  Hello the 90's called and wants it's pointless FAQs on troubleshooting back.  And yes I also made sure it was plugged in oh wait its 2017 and I'm talking about a MOBILE DEVICE!  Then on to the big laughs, oh well I cant trouble shoot anything right now cause your not in the free time zone.  Oh, so you want me to call back between 3AM and 6AM ES?  Yes.  I fell out of my chair, and promised to do just that.  Oh Exede!  From your promises to put another satellite in the air in 2016 that was gonna make everything better for all of your customers paying an exorbitant amount of money for horrendous internet, and then promptly selling off all the bandwidth to Airline and Cruise-line contracts leaving us with the broken hopes of ever receiving real internet.  To the ever changing plan structures that don't ever seem to offer any real advantage over each other other than a lot of fine print and constantly inflated price. You guys:) always playing jokes.  But seriously Competitor offers 60mbs download speeds no data caps for half of what I'm paying for 12 months and then it goes up by $20.  As soon as I can sign up and be done with this I am.  And I'm dragging as many of your customers with me.  
Photo of Jason Meikrantz

Jason Meikrantz

  • 5 Posts
  • 5 Reply Likes

Posted 1 year ago

  • 2
Photo of Bev

Bev, Champion

  • 3063 Posts
  • 1283 Reply Likes
Jason, speeds are slower when you are out of data and, yes troubleshooting speed is best done when you have data remaining, or during your free zone.

As for mobile devices being slow, that may be a router issue or simply the device itself. My cell phone and tablet are slower than my hard wired computer. I don't rely on them for speed test - they are what they are. Now if your hard wired computer, no router involved is also slow when you have data, that we can troubleshoot.

If you send an email with your account and contact information to exedelistens@viasat.com and, ask them to investigate your slow speed, they can take a look and see what might be the cause.
Photo of Jason Meikrantz

Jason Meikrantz

  • 5 Posts
  • 5 Reply Likes
Pretty much what I thought I would get as if I don't troubshoot tech for the company I work for it's cool. Oddly my wireless devices blaze at my parents house on their wifi so yeah it must be my devices oh and the other 4 devices that work fine everywhere else except my house on my wifi. And yeah that whole thing where it started about 3 weeks ago we just ignored that part. Again anything to make an excuse and explain away the problem before even attempting to diagnose it. Good job!!! I'll be calling at 3am to find out what the deal is.
Photo of J&J

J&J

  • 1683 Posts
  • 1000 Reply Likes
 
You do make self-annihilating statements because you only came here to bash Exede.  Quit Exede and go to HughesNet, you two deserve each other.

Bev said:
If you send an email with your account and contact information to exedelistens@viasat.com and, ask them to investigate your slow speed, they can take a look and see what might be the cause.
Hmmm... sounds like your issue will  be investigated.

You replied:
Again anything to make an excuse and explain away the problem before even attempting to diagnose it.
Is it Bev's fault that she used the word "investigate" rather than "diagnose" ???  They are quite the same thing for this problem of yours, and an offer to have your speed investigated hardly qualifies as an excuse.

Pretty much what I thought I would get as if I don't troubshoot tech for the company I work for it's cool.
If you're so smart, what's the problem?  or is coming here YOUR excuse for being a lousy troubleshooter?

I troubleshoot too but I don't blame someone else for the trouble I'm investigating.  https://community.exede.com/exede/topics/tp-link-extender-cant-access-the-internet

Say hi to your mom and don't forget to take the trash out in the morning.
 
 
Photo of Bev

Bev, Champion

  • 3063 Posts
  • 1283 Reply Likes
Jason, calling when your speeds should be normal and/or emailing your information to corporate, which is where that email address goes, is the next step after rebooting fails. We can't see your account here, only Exede/Viasat can, and they have to look at what your modem is doing, what settings are what in your account, what's happening at your SAN (Gateway) and so on to even begin to isolate possible problems.


It isn't like fixing a game with "Oh, okay, here download this patch and, it will be fine." Your computer and devices seem to be working fine, your modem and router seem to be working fine but, something clearly isn't quite right somewhere - have to look at all the details to find it and, only Exede/Viasat can do that.
Photo of Diana

Diana, Viasat Employee

  • 2215 Posts
  • 417 Reply Likes
Hi Jason,  Do you have The Exede a WiFi modem?  We have had some reports of slow speeds with it at this time.  To temporarily correct it,  connect a router to the WiFi modem and your speeds will improve.   We do not have an ETR as of yet.  You can also send an email to exedelistens@viasat.com.
Photo of Jeri Sessler

Jeri Sessler

  • 1 Post
  • 0 Reply Likes
I have two Exede accounts/wireless modems. One has a Netgear Nighthawk router attached and my speeds are still like snails. I'm out of data on the one with the Netgear router, but the other barely works and is slow as molasses. I bought 150 gig on both and have only used 30 this month so far on the other one.
Photo of Andy Schack

Andy Schack

  • 854 Posts
  • 753 Reply Likes
Jeri, type in http://192.168.100.1/ into your browser, this will get you looking at your modem's dashboard. Click on the modem tab and you'll see various readings. The one I'd like to hear the figures for is Rx SNR  and  Cable resistance.

Andy
Photo of Jason Meikrantz

Jason Meikrantz

  • 5 Posts
  • 5 Reply Likes
Yes I do have the wifi modem. I will purchase another router and see if hooking it up solves the problem.
Photo of Matt

Matt

  • 16 Posts
  • 2 Reply Likes
I started using an old Airport Extreme router I had laying around and the wifi performance improved dramatically.
Photo of Tim Spake

Tim Spake

  • 393 Posts
  • 197 Reply Likes
Craig, why bring his mom into this. Your name ought to be Richard.
Photo of J&J

J&J

  • 1683 Posts
  • 1000 Reply Likes
 
Have you no respect for your parents?  Would you not help out with even the simplest things that could show you care?  When I visit my parents I do things that make a difference, after all it's the simple things that mean the most. 
 
Photo of Tim Spake

Tim Spake

  • 392 Posts
  • 197 Reply Likes
It's not your mom I am worried about but your attempt to bring Jason's into this with your crass comment that has nothing to do with his speed complaint.
Photo of J&J

J&J

  • 1683 Posts
  • 1000 Reply Likes
 
You're not my mom so go scold someone who may not know the difference.