Timeline for system upgrades

  • 2
  • Question
  • Updated 4 years ago
  • Answered
Can exede provide a timeline for system upgrades that shows anticipated dates for changes/upgrades to be completed on a per-beam basis?  Certainly exede has a schedule.  I ask because in November last year exede/Alex said all customers would have access to the newer 25Mb combined modems in December.  This is January 11 and still beams 364 & 369 are not configured for the new modems.  I don't like using 1.83MB every time I log into my account to check availability by looking under "Change my plan" to see if the modem is available here yet or not. I am also not positive that is the correct place to find information on it's availability in this area when these 2 beam's re-configuration is completed.  All customers should be able to look up the schedule for system upgrades in their area. 
Photo of J&J

J&J

  • 1779 Posts
  • 1078 Reply Likes
  • insignificant and abandoned

Posted 4 years ago

  • 2
Photo of LorrieL

LorrieL, Champion

  • 647 Posts
  • 219 Reply Likes
When exede started selling the Liberty Pass plan here in my beam (329), I found out by a notice I received in the mail, so didn't have to check plan availability/change my plan for that....wondering if we will get mailed notices when the new modem is available?
Photo of JEP

JEP

  • 987 Posts
  • 718 Reply Likes
I never received a notice of Liberty Plan availability in Beam 329.
Photo of LorrieL

LorrieL, Champion

  • 647 Posts
  • 219 Reply Likes
uh oh.....I am really beginning to think I may not be in 329....maybe I am in the beam NEXT to 329?????
I will have to call and find out, but I thought I had already done that some time ago....

Whatever beam I am in, my speeds are very consistent with what people in 329 are getting...the degree of congestion appears to be equal from 5p to around 2-4A.....daytime speeds are fine.
Photo of JEP

JEP

  • 987 Posts
  • 718 Reply Likes
Lorriel - how did you sign up for Exede?  Web, 800 number or local dealer?  I don't know if that would make a difference in notification.
Photo of LorrieL

LorrieL, Champion

  • 647 Posts
  • 219 Reply Likes
JEP, To answer your question, I signed up via 800 number in August of 2014...but as I confessed later on in this discussion. today I found out I am actually in .......wait for it,..........................................
BEAM 328. (which is adjacent to 329)

sigh.  I must say, though, that there seems to be little difference, if any, in speeds and other issues between 329 and 328 from what I am reading here.  
Photo of Brian Shackelford

Brian Shackelford

  • 848 Posts
  • 244 Reply Likes
JEP - If you are with Exede directly expect your telemarketing call soon. I got mine last week.
Photo of JEP

JEP

  • 987 Posts
  • 718 Reply Likes
Brian - I will be listening for that call.  I haven't decided yet...
Photo of J&J

J&J

  • 1779 Posts
  • 1078 Reply Likes
LorrieL, Champion commented earlier in this thread:
wondering if we will get mailed notices when the new modem is available?
My guess is that any notice of new modems will come about March-May  of 2017, after ViaSat-2 is operational.  We were told everyone could get it in December of last year, however, Lisa Scalpone, ViaSat vice president of broadband services says otherwise.  She told the Denver Business Journal on Nov 20, 2015;

"The new modems are reserved for new Exede customers initially, until next month, and the 25 mbps speed is available only along the West Coast of the U.S. and in Florida, with a limited patchwork coverage in the interior of the country, based on whether the transmission beams from satellites to one of the company’s satellites has capacity."

So there it is there.  Sometimes a person has to go nearly to the top to learn what's really happening.  Meanwhile on the West Coast..beam 369 to be exact, has no high-speed modems in operation (per tech support).

I'm a bit discouraged by all this as I had a few new customers lined up for exede that were going to subscribe in December as Christmas presents to their families based on my demonstration of the 25Mb/sec speed that "fell-through" leaving me with zero credibility concerning how great exede is.  I counted on Alex and I counted on lisa Scalpone, to me, they are exede.
Photo of J&J

J&J

  • 1779 Posts
  • 1078 Reply Likes
LorrieL, Champion commented earlier in this thread:
wondering if we will get mailed notices when the new modem is available?
My guess is that any notice of new modems will come about March-May  of 2017, after ViaSat-2 is operational.  We were told everyone could get it in December of last year, however, Lisa Scalpone, ViaSat vice president of broadband services says otherwise.  She told the Denver Business Journal on Nov 20, 2015;

"The new modems are reserved for new Exede customers initially, until next month, and the 25 mbps speed is available only along the West Coast of the U.S. and in Florida, with a limited patchwork coverage in the interior of the country, based on whether the transmission beams from satellites to one of the company’s satellites has capacity."

So there it is there.  Sometimes a person has to go nearly to the top to learn what's really happening.  Meanwhile on the West Coast..beam 369 to be exact, has no high-speed modems in operation (per tech support).

I'm a bit discouraged by all this as I had a few new customers lined up for exede that were going to subscribe in December as Christmas presents to their families based on my demonstration of the 25Mb/sec speed that "fell-through" leaving me with zero credibility concerning how great exede is.  I counted on Alex and I counted on lisa Scalpone, to me, they are exede.
Photo of J&J

J&J

  • 1779 Posts
  • 1078 Reply Likes
My system shows a linked double-post.  I didn't double-post and it won't  allow me to edit or delete to fix it. 
Photo of LorrieL

LorrieL, Champion

  • 647 Posts
  • 219 Reply Likes
Hey Craig, I just noted you said when Viasat 2 will be operation IN SPRING OF 2017...is it really projected to take that long, a year from this coming spring,  before we can see the benefits of the new satellite/increased capacity?
Photo of JEP

JEP

  • 987 Posts
  • 718 Reply Likes
I think Spring of 2017 is a best case scenario.  Right now the launch vehicle has had some problems, although supposedly these are understood and being corrected.  Still, there is a queue of successful launches that have to take place before ViaSat2's turn comes.  Once launched, it can take several months to position and test the satellite, align the antennas properly and bring up the ground gateways.

There probably are things that I don't understand, but I'm not sure how adding a satellite with double the capacity of ViaSat1 and spreading it over a much larger geographic area can do more than double the existing data caps.  Well, I guess the plans could be restructured for those who want to pay more.  Right now, I would pay more for half the speed and double the data cap.
Photo of LorrieL

LorrieL, Champion

  • 647 Posts
  • 219 Reply Likes
I like your less speed/higher data cap idea...
Photo of Alex

Alex, Viasat Corporate Communications

  • 675 Posts
  • 305 Reply Likes
Hi Craig. I'm sorry for any confusion but we were pretty clear from the start that the speed boost would not be available in all beams.
Photo of J&J

J&J

  • 1779 Posts
  • 1078 Reply Likes

Exede/Alex, Official Rep

  • 309 Posts
  • 106 Reply Likes

Official Response

The new wireless modem and 25 Mbps speed tier  is available in some areas for new customers and will be available for existing customers later in December. You can learn more here.


-----------------------------------------------------------------------------------------------------------

What is clear to me is the combination of what you said above, 2 months ago with no mention of "existing customers" being just one here and there.  I read it as in some areas for new customers and the rest of us are on board to get it.  I suppose my experience should be directed to Lisa Scalpone since she narrowed it down to the west coast and Florida. 

I'm fine with my speed as it is.  I just don't like subscribers being handed a pacifier with empty promises written all over it with sayings like 100Mb/sec speeds, end of data caps and the like.  It's not truthful.  Even Lisa Scalpone said in the the same article to the  Denver Business Journal that the new modem 25Mb speed is what everyone can expect from ViaSat-2, which is contrary to what we've been told here.

People are here comparing speeds on the Liberty plans and classic plans.  Again we are told one thing and get another.  Seems the Liberty plans are throttled which is what subscribers to that plan agreed to.  What they don't see is why they are throttled at times when they should get full speed even on the Liberty pass.  Lisa Scalpone said to Via Satellite on Nov. 25, 2015 about the Liberty plan;

" We don’t slow things down or restrict the user or the speeds. Instead, the customer is able to use any available bandwidth on the network. During the day, you can hit really good speeds; when the network is busy in the evenings, the speeds will likely be slower, but you are still not restricted like you are with a hard cap."

If Liberty pass speeds are not being set-throttled then they must be operating at a lower priority level which should show wild speed fluctuations as loads come and go by the minute, but they don't, they go slow and stay slow.

So what's up with the all-the-time slow speeds on Liberty pass? People are posting some sad speed numbers here.  These manually set speed-range caps are not good for exede or ViaSat , especially when Via Satellite also ran this story a few days ago.

I should have had something very cool to show people in the market for Satellite Internet, but instead I was buying data real quick because I got dap'd early in the month allowing people to experience my Internet at it's present speed all the while telling them it will double in December- which it didn't.

The Integrity of a company will determine if it lives or dies.

I came here with my original question of getting an answer of when my spot beam (369) will be provisioned to operate the new combined exede WiFi modem.  Still no answer, but at least I'm not being lied to or being given another half-truth.

Where's my authority to come here and complain?  Right here: I own more stock in ViaSat than Mark D. Dankberg, founder, Chairman, CEO of ViaSat.
Photo of Steve Frederick-VS1/Beam314

Steve Frederick-VS1/Beam314, Champion

  • 3127 Posts
  • 2012 Reply Likes
Craig, the speeds people are experiencing on the Liberty Plan, and while on the Pass, are dependent on the network load in their particular beam. Many of the posts on this forum about slow speeds are in beam 329, which is heavily loaded, and people are seeing slower speeds during prime time, whether they are on Liberty or Classic plans. Folks on the Liberty Plan is other beams which are not heavily loaded, are seeing good speeds, even during prime time. I am on the Liberty 10 plan in beam 314 and see great speeds. While on the Pass a few days ago, I was seeing speeds of 18 Mbps in the afternoon, and 14 Mbps at 8 p.m. Many of us on the Liberty Plan are seeing good speeds and therefore are not posting on this forum because they are happy with the way things are working.

I have the original Surfbeam2 modem, the 25 Mbps modem is not offered in my beam.

FWIW, owning stock in ViaSat isn't a requirement to post in this or any other public forum.
Photo of Brian Shackelford

Brian Shackelford

  • 848 Posts
  • 244 Reply Likes
I think Craig's point is that he isn't just a customer, but in fact a de facto part owner of Exede and therefore has an even better position for his questions and criticisms. At least that is how I read it.

I wish I had the experience you are having Steve, but even in primetime tonight on good old Beam 329 we were getting down to slow enough speeds that my son had to try several attempts to get his college common app posted as the submissions kept timing out...we checked...happening on other sites too. This is a nightly occurrence for myself and others here I have talked to in my area, so it is not just me or my setup. Oh...I still have 23 GB left of Priority data left, so yeah it is frustrating and I completely get what Craig is saying.

Bottom line our experiences in SOME areas are consistently not matching up with the expectations we have been given. 4 years ago they were, 1 year ago they started going downhill and now things are changing again and they are not improving. I am sure this is also not what Exede intends or intended to be our experience, but reality is that it is our experience.

Craig's point from what I read is that Exede is setting the bar at one level and actual experiences in SOME cases are missing the mark. That is not Alex' fault, that is a sales, marketing, planning, and engineering problem. Not sure if there is a good answer for that.
Photo of LorrieL

LorrieL, Champion

  • 647 Posts
  • 219 Reply Likes
At the moment, after reading Alex's comment that once viasat2 is up and operational,am thinking  these problems should disappear, and that things like the LNFZ shouldn't even be necessary--also what Alex said--gives me reason to think that some months from now we (those of use in very congested beams) won't be HAVING any of these problems any longer.

Do you suppose that is a possibility?  If so, then all of our present concerns will go away and become a memory....(until the cycle gets going again, presumably....I suppose there could be more problems with congestion, but not for a good long while I would hope..)

Of course I am not that heavy a user by today's standards...if I had consistent speeds of 8-10 or more download Mbps, I can't think why it would matter to me to get higher speeds....what is it that people want to be able to do that requires speeds that are THAT high?  (a serious question because I really don't know).

plus I have limited money to spend....the faster my speeds are, the faster I use up my data...as long as my speeds stay between 1-5 Mbps, I am pretty much ok...except when pages start not loading, like has been happening a few times an evening lately...
Photo of J&J

J&J

  • 1779 Posts
  • 1078 Reply Likes
Steve,

I had prepared a scathing reply for ViaSat to see and consider, but I've decided to simply go elsewhere for my Internet.  My view of Silicon Valley is awesome so I'm going to throw some business to Ubiquiti Networks and have a local ISP relayed up here to my mountain, probably from someone's house.

I've seen so much, I've seen too much.  I don't believe in exede or ViaSat anymore.
I don't see them as an honorable company anymore, they are a disappointment.
Photo of Steve Frederick-VS1/Beam314

Steve Frederick-VS1/Beam314, Champion

  • 3127 Posts
  • 2012 Reply Likes
Lorrie & Brian, it is very unfortunate that there are beams that have been over subscribed. You two are in area that have suffered from that, overselling of Exede. Hopefully, in time, ViaSat2 will be up and running, relieving some of the congestion. The bad news it it looks like it may be a year before ViaSat2 is fully operational. I feel for your slow speeds, and understand your frustrations. It is too bad that this for some, is a reminder of Groundhog's Day, since those of us who were on Wildblue back in the days before Exede we experienced what happens when a service is oversold. I was on the 1 Mbps plan, and in the darkest days, before Wildblue finally stopped taking on additional subscribers, my speeds dropped to 40 to 50 Kbps. Lets hope that there willbe some folks in your area able to pick up another ISP, which could help in reducing the network overload problem.

Craig, good luck in getting a better ISP, this is something not available to everyone, but is certainly worthy of a switch for you.
Photo of Alex

Alex, Viasat Corporate Communications

  • 675 Posts
  • 305 Reply Likes
@Craig: Again, sorry if the language was confusing. My post should have made it clear that the areas that speed boost would be available for new customers are the same as those where it would become available for existing customers. I amended the post to clarify. There was no attempt to be 'dishonorable.' We can only do so much with the capacity we have now, thus the new satellite in the works.
Photo of J&J

J&J

  • 1779 Posts
  • 1078 Reply Likes
Someday the residential customers are going to have to get a priority better than a background task.  ViaSat keeps shining up their golden egg (ViaSat-1) for the public to see how bright it is.  I want to know the priority the exede-serviced airlines are getting. Will passengers on exede equipped flights experience congestion? The military has contracts of over 500 million dollars a year for use of ViaSat-1 but I can agree with only them  getting top level data priority. I don't like ViaSat setting up new data intensive operations that encroach on residential quality of service because after all, residential has no guarantee so they get pinched again and again.  An example would be found HERE.  Stream collage ball games in high definition?  Oh well, that much bandwidth can be absorbed by the residential sector.. again.  Residential just keeps getting pushed down lower and lower.  We are where exede wants people who experience ViaSat-1 and all its glory to go, to become subscribers.  They are in for a big surprise when that service is installed in their home and it is nothing like what they saw downtown or on their flight across the country.  I can't maintain an investment in a company that sees common people as so common  they can be exploited to the extent it becomes dishonest, they'll never receive what they have been paying for.  I'm here to show a glimpse of my disillusionment of ViaSat and exede.  There is a pile of laundry but I won't air it out here. I don't want to hurt ViaSat or exede so I digress to silence.  I wish Exede well and ViaSat to prosper.

Alex, you are not in charge of bandwidth strategy.  I respect you and all you do at exede.  You are truly an asset to the company.
Photo of johnny c

johnny c

  • 354 Posts
  • 153 Reply Likes
In time it will all be better, yes in 2017 maybe.

Sat is for those with no alternative, you'll have to settle for what they give you.

Exede wants to stay in business so they will service, with speed and data, those clients and contracts that bring in the most money and that may have alternatives, as to providers.

The isolated, common, residential user with no alternative should not expect Exede to concentrate their limited resources to improve their service in the interim.  Probably isn't even possible.

If all goes well you will see an improvement sometime in 2017.

Just the reality of the situation, unfortunately nothing will change in the short term.

All of these threads eventually have the same theme.

Sucks but you have to deal with it.
Photo of JEP

JEP

  • 987 Posts
  • 718 Reply Likes
Truth,