Slow speed on freedom

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  • Problem
  • Updated 2 years ago
  • In Progress
  • (Edited)
I have had Exede freedom plan for less than 48 hours. My download speed is .7 - 1.3. This is terrible. Speeds were better with Dish Network. Exede speed is what I get when I run out of data on dish. I have called customer service 3 times. They can't run speed test because they say they are getting an error. Something is wrong.
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brella

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Posted 2 years ago

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brella

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My speed SHOULD be 12 mpbs. I get 150 gb a month. I keep hearing "congestion". Would congestion drop it from 12 to 1?
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J&J

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It's not so much a matter of congestion, it's actually COMPETITION within the exede system.

We are the lowest priority customers in the company.  Whenever exede needs to cut back someplace to provide superior service somewhere else, it is done by throttling the residential sector.

exede has been scrambling to lock-in airline contracts for high speed in-flight internet at the expense of residential customers.  This sudden panic sell-off of the potential bandwidth of the ViaSat-1 satellite is to beat HughesNet to the punch since HughesNet has a new satellite nearly identical to ViaSat-1 launched about a month ago.  Since exede can deliver NOW, the airlines are signing up rather than waiting for HughesNet "Gen 5" to be operational in a few months.  exede keeps telling us that ViaSat-2 will be launched in march or April this year and then everything will rosy, but they do not tell us that IF ViaSat-2 does indeed get launched, it will not be operational until about October this year.  That's a long time (more) for us to keep paying for NOT getting fair service.  I think residential prices should be cut to 1/4 price during this "transition" time when residential WILL NOT get speeds currently being paid for.

I would post links to the airlines and their raving reviews of their exede on-board internet service, but you and 670,000 customers are angry enough already without rubbing it in.

 
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brella

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Called dish today to cancel my internet service and I was told they were working on unlimited. He may be blowing smoke but I will pay to get out of this contract if that comes about.
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Dave

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I heard the same thing. But I don't like Dish even a little bit. Had a very bad experience with those clowns to the point of driving up to Bluefield, West Virginia and meet the little prick face to face. And I am in Florida. He thought I didn't know where he was when I promised him I would come to see him. Along with me I took the receiver, dish, cable, and 1 attitude. My cousin also work's there.  It was funny to see his little skinny butt run to the back...lmbo
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Anna Fields Like The Cookie

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I agree its too much money n the service is horrible. You get billed whether or not you can use it. I live in extreme weather conditions n half the time service is not available yet I'm paying for the most data usage
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Robert Spano

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I'm paying $110/month and am getting 0.74mbps.  It is this way every evening.  Congestion means they are selling a service they cannot deliver.  Get out now if you can!
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Anna Fields Like The Cookie

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I'm paying 129 per month for 25 but don't have tnis most of the time I have no power what's so ever. Additional data was purchased at 10.o.o per gig crazy added up to almost 100.00 extra. I'm canceling
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brella

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I ran a test at testmy.net. I'm 95% slower than my host average of 11.1 mbps. 98% slower than U.S. average.
I've been running test all night and it's staying around .43-.50....this Exede stuff sucks.
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Michaela Brown

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I switched to the freedom plan with boost25. My speed is currently at 546kbps. I talked to 5 techs yesterday with no resolution.
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Michaela Brown

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If an Exede employee sees this, I too would like to know what you feel would be the minimum speeds that would be acceptable for people on the 12Mbps and 25mbps plans. Also, if you were a customer, what would be the minimum that you would expect.
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Diana, Viasat Employee

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Hi, Michaela I can certainly understand your frustration about your slow speed. Please send your account information to exedelistens@viasat.com.  We'd love to figure out what is causing the slow speed issue.  Thanks.
(Edited)
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Michaela Brown

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I have lots of experience with exede tech support. Sending an email isn't going to change anything. I'm in the same situation as many others. The speeds are fine in the morning, but afternoon and late night speeds are awful. I understand that congestion will slow things down, but to get below 1mbps is ridiculous. At this point all I want is for an Exede employee to give me an honest answer to my question above. I feel that a 12mbps susbriber should get no less than 6mbps, and a 25mbps subscriber should get no less than 12mbps during congested peak times.
(Edited)
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Michaela Brown

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I will keep reposting my question until I get an answer. I bet I'll be doing a lot of reposting.
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Anna Fields Like The Cookie

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I support you 100 percent!
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Pipe Pistoleer

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Exede is horrible. If you are lucky enough to be able to use it in off-peak times, you still aren't getting advertised speeds. I upgraded my plan to the 25mbps boost with 150GB of data. I get 12Mbps or less during off-peak and during peak hours 1Mbps if I'm lucky. Every now and then I'll see a 2Mbps spike. It's obvious their infrastructure isn't capable of supporting the number of subscribers they have. I'm guessing they can't just casually go up into space and stick another satellite up there. When I have the cash I'm dumping this service and starting a website that clearly points people to 4G LTE service for the rural home rather than satellite. I was able to support my entire network by tethering my iPhone to my macbook and sharing that connection out (my macbook was essentially the default gateway to the internet for my home -> iPhone the "modem"). It was literally TEN times faster than Exede during peak times and I live in the middle of nowhere with 2-3 bars at best for 4G LTE.

Side note:

I like how every tier of tech support wants me to "turn it off and on again." My ten year old understands this concept. Turning something off and on resets it. I'm a network engineer and have designed WANs - please don't tell me to turn it off and on again when Tier 1 has obviously done this.
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Kris Mulder Thrush

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But what data plan do you have to have on you cell phone plan? THAT was the whole reason that I got Exede, was to lower my HUGE cell phone bill. 
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brella

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The title of my post has been changed from "unacceptable slow speed" to just "slow speed" and I didn't change it.
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Michaela Brown

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  Mr Gwalk, This is not a matter of I WANT. I'm going to assume either you are an employee or a nuthugger. Maybe your are both. If you read my posts, you will see that I have clearly stated that I understand the affects that congestion and weather pose on a signal. I also know about the gateway. There needs to be legislation to establish parameters when natural deficiencies like weather aren't present. I never said anything about my data cap, it's not an issue. I know how to operate my computer, my router, and I can manage my home network. Insulting my intelligence in your last two paragraphs really tells my that you lack the intellectual prowess that you portray. There are no bias QoS settings on my cheesy router that are unknown to me. If you want to get into a nerdy technical debate about networking. Give your best. I haven't embarrassed a fool like you lately. Further more, your post has information in it that other people have posted. Are you only repeating other people?
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Michaela Brown

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Christine, I disagree with you. ISP's do have control over their network load. When they sell more bandwidth than what their network can handle at full load, their network slows to a crawl. I know that they don't anticipate that everybody on their network is going to be using it all at once, but I think they could regulate it a little better. 
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Robert Spano

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Exede has total control over what service we receive.  Simply don't sell more than you can deliver.  If the power company operated this way, we would have rolling blackouts every evening and night.
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Pipe Pistoleer

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I love this Gwalk guy. Literally the correct answer to all of his rhetorical questions is "I'm the customer, not my problem." I really don't care about the difficulties Exede faces when trying to provide a service to me. I don't care about congestion or humidity or any of the other things you mentioned. I pay for a service, it is up to them to provide it. If they don't, I'm out.
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Pipe Pistoleer

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I love this Gwalk guy. Literally the correct answer to all of his rhetorical questions is "I'm the customer, not my problem." I really don't care about the difficulties Exede faces when trying to provide a service to me. I don't care about congestion or humidity or any of the other things you mentioned. I pay for a service, it is up to them to provide it. If they don't, I'm out.
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brella

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I think some of you are missing g the point here! My speeds are below 1mbps! Last night they hovered around .4-.7! That's lower than what they say if you go over your limit. Right now, I would be happy with 5 or better!
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Anna Fields Like The Cookie

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I get it. This is not an isolated incident for a lot of us. I'm paying only 12 months opt out once I get a hold of someone in management. Who knows who owns this corporate company?
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J&J

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Who knows who owns this corporate company?

ViaSat is a publicly traded company.  The Chief Executive Officer is Mark Dankburg.
Mark Dankburg's office is in Carlsbad, California.

Here is a link to one page of the corporate site.
 
 
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brella

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What's the definition of a champion? Employee? A paid reviewer? I wished I was a champion. I think that would mean my internet worked right.
(Edited)
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Michaela Brown

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Or a paid shill
Why would anybody start talking about costs and function of a satellite on a forum.
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Pipe Pistoleer

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Satellite machismo
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Michaela Brown

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Hey Gwalk, how do you know a satellite coats 500 million? Did you recently purchase one, or is that something you heard from somebody else, like the rest of the irrelevant stuff you posted.
(Edited)
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J&J

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All the technical jargon on earth cannot make up for the fact that exede has signed contracts with major airline carriers that simply swamp the system with demand.  The complaints really started rolling in when exede installed their service on so many jets, 227 on Jet Blue alone.  I pick on them because they were the first. Google airline exede WiFi and be prepared to be really ticked off. They GET their speed and since 100% is all ViaSat-1 can do, someone is going to have to do without to keep the airlines at full speed.  How humiliating to exede if streaming video doesn't work on a jet.

Here's a link that tells the true story.  Don't miss the part about 190 devices with perfect speed on just one jet alone.  Remember Jet Blue has 227 of them and they are not the only airline with exede on board.
 
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Michaela Brown

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Hey Brella, I'm sorry for hijacking your thread, but a lot of us have the same issue. If we can keep your thread near the top of the list, maybe people will see it and be aware of the possibility of a unfavorable experience. I know that not everybody has issues, and I don't want to deter anybody from getting Exede. Exede has supplied me with a great connection for over 4 years. Things went south when I upgraded to the Freedom plan.
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Deku, Champion

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hey exede just was wondering... do ya think you can close the comments so that no one can comment on it anymore??? cause its beyond ridiculous of people commenting back and forth... this isnt a chatroom. its ONLY to help other people out if they have problems. thank you!!! 

(P.S. I LOVE YOUR SERVICES THOUGH!!! :D )
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Gwalk900, Champion

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Hey Jim, wrong polarity but I'll swap info with you till the Cows come home.
Most systems work well. Those that don't need troubleshooting performed.
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brella

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Mr Jim 16, no has answered my question about how do you get to be a champion. People with that in their profile have nothing but good to say. Makes us think it means your a paid reviewer. I might be wrong, no one has said. Do you understand I have had freedom plan for 2 days and get speeds less than 1 Mbps? I think you and everyone else would be upset. Sounds like the freedom plan was a way to get folks signed up but the service is not ready for them. I just want was I was sold. Last time I talked to exede I was told I would here back in 72 business hours. That is next Thursday! hopefully Exede will get things right and I will say nothing but positive things about them. Until then...... Thanks
(Edited)
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Steve Frederick, Champion

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brella, you ask how a person gets to be a Champion on this forum. Exede Alex and the Exede forum moderators are the ones who select forum participants because they are offering help to those who are having problems with their equipment or data usage. We Champions do not ask to become Champions. We do not receive any compensation from ViaSat or Exede nor do we receive free internet service. We are just trying to offer help, gained from our years of experience with computers and satellite internet service. We have successfully helped many subscribers find where their data is being used, often by devices and applications that many aren't aware are data gobblers.

What the Champions, and others who try to assist with other's problems do get is that we too often are criticized and treated with little respect.

brella, would I be upset if I switched to the Freedom Plan and was getting the speeds you are getting, you bet! I would be sending an email to the Exede moderators at exedelistens@viasat.com and request that they look into my account and equipment so the speeds can be at a level that is expected.

I cannot speak for the speeds that the Freedom Plan would give me, since that plan is only available to a very small percentage of the Exede customers. It is not available in my area, beam 314, so I will continue to enjoy my 12 GB per month until more satellite capacity becomes available with the launch of ViaSat 2 in the next few months and ultimately, ViaSat 3, scheduled for launch in a few years.
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brella

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Gotcha, Thanks for your reply Steve!
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Robert Spano

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I am paying $110/month and use less than 50% of the usage I pay for.  Exede's excuse for slow speeds is "congestion".  That translates to "oversold" to me.  If they cannot deliver a reasonable expectation of the service promised, they should release us from the contract without penalty.  I would be thrilled with just 2 or 3mbps download speed consistently.  Then I could be a champion.
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Michaela Brown

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Tirzy, the people in this thread haven't received any of the help that you speak of. This issue is important to us. It's apparent that you don't have problems with your service, but what compells you to derail any attempt that we are trying to make to bring attention to this problem that we are having with our Freedom plan upgrade? This thread was fine until people , like yourself, started posting. With all due respect, if you had the issues that we have, I doubt you attempt to intervene like "the voice of reason" like you are. PS If the contents of this thread don't affect you or your service- back off. Are you the forum police, or a nut hugger like Gwalk?
(Edited)
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brella

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Thanks Michaela, I'm out of town for the weekend so I can't do any testing. I will do that when I get back. Thanks again.
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Michaela Brown

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The power is there, we just need to get them to fix our connection during peak times
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Michaela Brown

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Anything above 5mbps during peak times is something I can live with.
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Michaela Brown

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For all of you that think we are complaining over nothing. Here is the level of pathetic that some of us deal with.
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Robert Spano

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Mr Gwalk,
I would just like to not have to pack up and drive to town to McDonald's to use their wi-fi after 5:00 pm.  I'm paying $110/mo for the freedom 150 plan, but don't feel very free.  The liberty18 are available here at about the same as I pay now, but I cannot escalate to $155/mo for liberty 30 as my budget is already strained to accommodate what I have.  The reason I dropped the DSL line from the phone company is because they could only deliver 1.5 mbps and Exede promised better.  I wish I could do it all over and just stick with the DSL; at least it worked 99% of the time.
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brella

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Heard from exede, it was an email telling me my bill is ready. Ha! Ran a test 1.4 download, 4.28 upload.
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brella

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I ran test after test after test. I got speeds of 12-16 at 6:32 to 6:34. I thought wow! Champion! Then it went back to .9 since then. Why is exede teasing me like that?;
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J&J

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See that Jet in the sky?  Guess where it gets it's internet, and you don't.
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Michaela Brown

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My speeds have been absolutely perfect all day. My peak time speeds have been no less than 15mbps. Off peak have been above 30mbps. Hang in there Brella, I think they will fix it for you. Keep calling them if you have to.
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Robert Spano

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At best, I may get 15mgbps, but that is rare.  I would be thrilled with just a consistent 5 or 6 mbps.
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Michaela Brown

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I just tested again.
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Jim16

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Happy to see things are working for you!
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Michaela Brown

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I'm happy too. My my modem rebooted on its own 6 times last night/early morning. Not sure if it had anything to do with the difference. I hope everybody that has these issues gets help.
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Dave

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Too late, I got hooked hook line and sinker..Mine was fine til about two weeks ago. I also notice that my software is older than others.

So I don't know if it's up to date or not.

SOFTWARE VERSION UT2_3.7.3.6.0

HARDWARE VERSIONUT2_10504 UT2_XC/XD/XE_US1_ASIC2v2
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brella

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Where did you go to find that info?
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Steve Frederick, Champion

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Here is a link to your SB2 modem http://192.168.100.1/?page=modemStatus

If you have the wireless modem, http://192.168.1.1:8080
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brella

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Thanks. I was replying to you on another comment. Thanks for your help!
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brella

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I have same version. How will I find out if it's up to date?