VERY SLOW download speed

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  • Problem
  • Updated 3 years ago
signing up with exede is the worst thing i ever done in my life. i have had it for 7 days and complained to dealer and installer every day about its s-l-o-w download speed sometimes below 1Mbps average about 3Mbps.
they say i'm getting 19Mbps,its not happening here. some pages only come up as text and about 30 seconds later you might see the real web page.
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Gerald Kelly

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Posted 3 years ago

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JEP

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Gerald - I don't know where you are located, but some beams are congested and very slow in the evenings.  Use Testmy.net for accurate speed results and a download size of 12MB or larger.  Is there any chance you are in Data Restriction?
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Brian Shackelford

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Gerald - 

Do the following:

1.  Go to www.testmy.net and run a download test at 8:00 AM (or sometime after 6:00 AM), sometime midmorning, sometime midafternoon, and then evening.  

2. If all of those tests are slow, the problem is likely something related to equipment or the internal networking at your home.  

3.  If some are fast and some are slow (particularly if the evening is slow), then the problem is likely just congestion on the line.

4.  Call Exede customer care and explain the problem.  Ask if you are over your Priority Data Limit for the month and what speeds should you be getting right at the time you call. 

5.  Ask them to check your modem.  Run a speed test while on the phone and if it is slow when they say it should not be, ask for the rep to escalate the ticket.  

6.  Plug directly into the modem from your computer.  If you have done that already, try a different computer and confirm it just isn't one device.

7.  Send an email to exedelistens@viasat.com and detail everything you did in steps 1-6 (be sure to get the names and keep track of the times you called) with your account information, account email, and account phone number and request for someone to look into your account.

Please come back and post your results.
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Diana, Viasat Employee

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Hi Gerald, We’re sorry to hear that you've experienced issues with your speed. We certainly don't want you to feel that way about us. Jep and Brian have provided great steps to help determine what may be causing your slow speeds. Please send an email to exedelistens@viasat.com with your account and contact information.