Very slow for over a week....

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We had been mostly happy with our Internet service, other than the ridiculous data cap, until about two weeks ago. The Internet has been really slow. I tried cycling my router and restarting the computer. Nothing helps. I downloaded a file last night during the LNFZ. I started it right at midnight, (It was 1.2gig) and when I checked it at 8:30 it still had 50mb to still download. My hard discs did not shut off so I know it wasn't that. I checked my Tria on my modem and everything is green. Here are the results of the speed test I just did. http://www.speedtest.net/my-result/3966617274 As you can see, it is nowhere near the advertised speeds. We are so frustrated. We even have Exede Voice but everytime I call customer service I get disconnected because the Internet is so flaky. The dish hasn't moved either. I also emailed exede listens about the great gig giveaway and have heard nothing back. Please help. Our only two options are Exede and Hughesnet. I really don't want to switch. 
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Brandy McGinn Knighting

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Posted 4 years ago

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A. Everett Neuman

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Hi Brady,
Might I ask your general location, I see you did your speed test at a server in "MANASSAS, VA". Are you in Virginia?

The reason I ask is William McClellan is having a very similar issue and he did his speed test at the server  in "MANASSAS, VA".

Here is William's post: https://community.exede.com/exede/topics/connection-plummets-at-night

I see you checked your modem status, and all seemed OK. Can you please check it again and tell me what you show for the 4 satellite icons in the top right corner?
What color, and what location as in "1  2  3  4" is lit up?

Also, is your slow down happening at night, and then is OK during the day? Or is it all the time?

When did this start or you first noticed it?

Your download of 1.2 gig's should have been completed in little more than an hour, even with congestion and or high traffic during the LNFZ. At times, the server that is sending the data "upload" can be slow due to many people grabbing the download at the same time. But it is not the norm.

Here is a basic map of the Exede satellite beams. See if you can tell which beam is hitting your home ###, then tell me in your response.
https://www.wildbluetools.com/content/dealer/email/Beam_map-high-mid-low.html


As for your free Gig's, you have emailed them at exedelistens@viasat.com and stated ATT: Kimberly. It might just be shift change for the weekend. But I am sure they will take care of you on that point "Gig's". Do include your account # and signup info.

I personally do not have the Exede Voice, but that would be a double whammy. I feel for ya.

Your satellite icon color and location, and then your beam ### will help. It just seems to ironic, your issue and that of William McClellan's.

Hope it helps, it is Sunday so additional helpful responses from other members might be a little slow.
Everett 
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Brian, Champion

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This is a real long shot but maybe worth looking at.

I've been happy as well and yesterday and this morning things slowed way down. I looked at Task Manager this morning and found I had >70% CPU usage. Resource check showed it was caused by "mcshield.exe" (a McAffee product).

Required two reboots but things freed up.

Have you looked at Task Manager? Could there be a program or service running that's eating your clock cycles? Especially if you've been happy...
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Brandy McGinn Knighting

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Everett, thank you for your quick response! My location is in Central VA, my beam number is 328 or 329. We are right on the line and the map doesn't show specific counties. My modem shows the first satellite icon lit up purple, as it has always been. Everything is green and the health is "good." My slow down is happening all the time. It started about the time that our account reset on the 24th of November. At first I thought it may have been the holidays, more people home and online. I live in a very rural area, so I'm not sure about congestion or how all that works honestly. That download would typically have taken me an hour before. I haven't changed my browsing habits. I did email that address but did not put Att: Kimberly. I emailed Friday afternoon, so I figured I wouldn't hear anything until Monday so I'm not too concerned about that. I have plenty of data left. 

Brian, I checked my task manager and I did have something open that was gobbling up CPU speed, but that is something I just recently opened. This issue has been occurring even on a fresh reboot with only the basics running. I am very particular about what is installed and will close processes that I feel aren't necessary, such as itunes update and such. I really appreciate the help. I'm not good with the technical satellite jargon. I am going to do another reboot here and run the speed test again and see if that makes a difference. 

I hope all that was clear! :-)  --Brandy
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Brian, Champion

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 I didn't have high hopes...
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Brandy McGinn Knighting

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I just rebooted and ran the test again with nothing open but the browser. Here are my results. http://www.speedtest.net/my-result/3966867531 
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A. Everett Neuman

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Hi Brandy,
Your new speed test is just pitiful.

One question; When you reset your modem, do you pull the power supply cord out, and then wait a couple of minutes? If not, try that.

Brian's idea might have lead to something, but even a virus or malware will want to call home at high speed.

Are you running Windows on your computer? Do you have any other devices, laptop, tablet, etc? I'm just thinking of a second way to check your speed test. But i guess your satellite phone kind of answered that question.

Does your computer connect directly to the modem, or do you use a router? If you use a router, try connecting the modem directly to the computer and re-run your speed test.

Just a possibility, has your dish taken a hit, bump, or been moved somehow?

If your running Windows, do you know how to start up in Safe Mode w/ network access?

Start Windows 7/Vista/XP in Safe Mode with Networking
  • Immediately after the computer is powered on or restarted (usually after you hear your computer beep), tap the F8 key in 1 second intervals.
  • After your computer displays hardware information and runs a memory test, the Advanced Boot Options menu will appear.
Try that, and then get online and run the speed test again. This will stop any other vagrant programs from running in the background. 

Let me know what happens and we can go to the next step.
Everett

PS: Here is some info on the satellite icons on the modem status page:

wm4bama  Major Tom
Only one of the colored satellite icons will be active and the color indicates which spot beam / frequency you are on.
This is set by the 16 character "modem key" that's input into the modem when it's installed / provisioned.
Edited:
I guess I should clarify that the modem key is a little more complicated than just setting the spot beam / frequency, technically it sets the "frequency range, satellite code, and carrier code"...but none the less and for all intent and purpose, the color of your satellite is related to your spot beam; mine happens to be "orange"....and not "purple" ;-)
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Bobbie Blackman

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The phone might be the key, it has to be plugged in last several minutes after the modem is rebooted, this whole process might take 30 minutes, you can't get into a hurry. And customer service never seems to have the answer.
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Daniel Bonnell

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I was blaming my issue on the weather we have been having here. Today its not that bad and the skies are clear. I am not a person who will tell any one that I love satellite internet. I do not care who it comes from. I think its awful price, for a awful speed and limited time. But I was spoiled that I lived in the city and had Cable. I am happy with Exede as much as I can be with satellite internet. If we ever get cable in the area, I am sorry I would have to let Exede go. You can bet 50 megs of unlimited service for $29.00. They even will go as high as 300megs and it is only $75.00. The amount I pay now for 10 megs of limited service. I do not see how Exede could blame me. But until then, I am happy with what I got, no big issues. Customer Service has been good the few times I ever talked with them, and it wasn't a issue with the speed I was getting. Now if we would like to talk about Direct TV, now this is something I hate, I mean hate. I think they are scared to have a community like this. At least Exede is giving you a place to express your self and they do listen. I Direct TV has one and someone could let me know where it is, I would love to have it. I hate that company and that hate is a hard word, but I do. If a bird would fly by my dish I will loose service. We have bad winters, I lost service, and they told me " a 58 year old man with a bad heart" to clime up on my roof and knock the snow off of it. I asked them once why wasn't I told all these issues when I got the service. I never ever had to knock the snow off my cable line, rain never knocked out my service, I asked "why was I not told this when I was ordering it" Believe this, I am a person who never lived in the country was told by the CSR " Anyone with common sense would know this". I am a 2 time college graduate, have started a company with 4 stores, own and take care of others rental property and best of all been a manager at two different locations, but now I am a customer service manager. She would had been fired, but I believe this is the way they are trained, because I asked for her supervisor, and he said, well he said he was sorry she said it that way, but you do have to do this or buy a unit that heats it up. I explained I have satellite dish right next to it and its working fine. Then I was told all I can do is give you some credit on you service. I knew this was a loosing battle, and said what ever. I am a pretty calm person, because I have learned to deal with all kinds of people and really love my job that I do what I can to make sure that customer has a smile when they leave. I don't know what I expected them to do, but I wish I was notified earlier of this issue, because I am ready this winter, I have a broom on old tree trimmer pole to reach the dish. I wasn't prepared before. So before any of you think you have it bad with Exede, just give Direct TV with a issue. The even messed up the original order. I told them I do not want anything on there for free for a limited time and then I have to call and cancel to have it removed or I would be charged. I know I repeated this 3 o 4 times. I have now had to call 3 times to get stuff off of there. Now when I tell you I do not watch that channel, I do not watch it and do not want to pay for it. I was told once, "what if someone comes to visit and want to see it" (sports package). I told her that they should not have came over, or record it". This went on for about 15 minutes, when I finally had to say "remove it now or I will just hang up and refuse to pay for it, I just recorded that statement too". I hate to be ugly, and it take a lot to hit my last straw, but she did, wasn't load, just made the statement. Sorry for bring up this with Exede, but don't complain about a issue with Exede until you call Direct TV first, then you will now what bad CSR is.

 


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Brian, Champion

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Bobbie Blackman

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You sure like to type Daniel :) A lot of people that visit here are happy with exede, I just checked my speeds , 17.14 and 3.78, I'm happy and yes I have had a few problems. It was a learning experience for me and my installer always figured it out. I never hesitate in calling the installer. And for as the phone I don't like it, as far as Directv goes, I would do with out before I ever put up with them again. I'm glad  your service is getting better.
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JEP

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Brandy - What do your modem stats look like? Type http://192.168.100.1/?page=modemStatus into your browser.  You want your Rx SNR to be above 6.5 and the higher, the better. If you post images of your modem stats, block out your MAC address.  Also, it won't make the big loss that you are seeing in your speedtest, but I always pick a server near my gateway.  For beam 329 that would be Lovelock, NV.  Picking a server in Virginia adds the entire terrestrial trip across the USA.  You really should be getting results like mine, below:

 
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Brandy McGinn Knighting

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I am nowhere near Nevada. I live in Virginia. The server is only 3 hours by car, so shorter as the crow flies. This is my result in Safemode. http://www.speedtest.net/my-result/3967605344 I have my other results per Everett's suggestions but I need to reboot in regular mode to get that. I really appreciate all the help. Ultimately I believe it is my router that is the issue. Ok, I will be back in a min to post my other results. 
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ExedeKarmin

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Hi Brandy,

We don't want you to switch either.  Please send me an email to exedelistens@viasat.com with your account and contact information an we can work together to figure out your speed issues.
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Brandy McGinn Knighting

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Karmin, email is sent.
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Bobbie Blackman

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Brandy speedtest jumps around a lot, I get 5 ~ 8 points up or down but can't tell the difference in the performance.
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Bobbie Blackman

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Here is 2 test taken back to back //////////////////////  http://www.speedtest.net/my-result/3967678351  //////////////////  and then  ///////////////// http://www.speedtest.net/my-result/3967679838  and my computer works the same. I guess what I'm saying is I'm not sure that speedtest isn't set up for all the ( clean your computer ) clients they have advertising on there page.
(Edited)
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Steve Frederick-VS1/Beam314, Champion

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I find that testmy.net gives more consistent results, especially when you use the 12 Mb test size for download and 3 Mb test size for upload results. I have found that speedtest.net gives varying results when I have run 5 tests, one right after the other. Not sure why that happens.
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A. Everett Neuman

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Hi Brandy,
Bobbie Blackman made my brain snap with "clean your computer".

There is a program I have used for many years, "TuneUp Utilities". You can get a free download good for 30 days.

It has the option of setting your internal computer setting for the best internet connection. No matter cable, DSL, or in our case Satellite.

It also offers multiple computer cleanup tweaks. Your box will run better when it's done.

In my book, the best program of this type out there. Try it and I bet you will see a difference.

Here is the site: http://www.tune-up.com/download/

Post back if you have any questions.
Hope it helps,
Everett
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Brandy McGinn Knighting

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Ok, lots of info coming. Thank you for your patience. Daniel, sorry about your issues with Directv. Just to be clear I am not complaining about Exede customer service. Everytime I call they are on top of things. I just want to get this speed issue resolved. 
Everett, we use a Belkin router and before now we have had no issues with speed. The satellite is on the roof but I doubt it has been moved up there by anything. I connected straight to the Ethernet and got download speeds of 11.41mbps, upload was around .9mbps. Better but still not what it was. I forgot to grab the web address before I went on to the next thing. So my next step was to plug the modem directly into my Belkin wireless router and run the test again. My results dropped significantly to this: http://www.speedtest.net/my-result/3967516617 . My last test was to plug the modem into the Exede voice box, then the box to the router as the directions indicate. Here are those results: http://www.speedtest.net/my-result/3967549273 . And just for giggles I redid the test with the ethernet bypassing router/phone box. The results are half of what they were the first time I did this. http://www.speedtest.net/my-result/3967553189 . So, I think I can deduce that my router may be part of the issue since my speeds were similar going through just the router and going through the phone box and the router. I'm not sure how to interpret the ethernet speed variances. So anybody else think it's my router? Here is the screenshot of my modem. 
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A. Everett Neuman

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Hi Brandy,
Read this post about Belkin Router's: https://community.exede.com/exede/topics/a-message-for-those-using-a-belkin-router
In the first post Steve add's a link to the discussion about the problems.

I would agree, it's your router as the main culprit. The phone issues and differences I do not know about yet. I do not have the phone setup. I will check.

Bobbie Blackman in a post above mentioned a possible phone issue, he might have more info about it.

Keep us informed, and if anything else comes up post back.

I use a Netgear router, about a $100 box, but check on Amazon. You should be able to fine one between $30 to $250 depending on your pocket book.

Glad your getting close to a fix. Your best speeds hooked to the computer with out the router might only be slowed down by weekend traffic.
Everett
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Brandy McGinn Knighting

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I am running the tune up right now. I love AVG products. Here is the router I am looking at. Do you know much about routers? It says it requires cable/dsl, so I'm not sure if it would work with satellite. Thank you again so much for your help and expertise. http://www.amazon.com/NETGEAR-RangeMax-WNR1000-Wireless-Router/dp/B001UI4RTG/ref=lh_ni_t?ie=UTF8&...
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JEP

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Brandy - I think it may be a bit dated but here is a link to Exede's recommended routers: http://help.exede.net/articles/General/5160  Your router ad listing a requirement of cable/dsl is leaving out satellite by error of omission.  It doesn't make any difference.  And as to my previous comment, if you are on Exede Beam 328 or Beam 329 (which cover +90% of Virginia), your gateway is in Lovelock, NV.  That is where your satellite down-link interfaces into the Internet.  The IP lookup tables have been doctored so that advertisers and such will target their services to you as a Virginia resident, but that is not where your system is physically connected to the Internet.
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A. Everett Neuman

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Hi Brandy,
Yes that would work. here is the data and spec sheet for that model:
http://www.downloads.netgear.com/files/wnr1000_ds_29jan09.pdf

I know it mentions cable and DSL, but it will accept broadband which is the basis for satellite internet.
System Requirements• Broadband (cable, DSL) modem and service with
Ethernet port
That's a good price also.
On TuneUp Utilities, on the main window, there are 4 catigories. When you open "Increase performance"

Then the next window under Internet settings you can set it to "Satellite"
 

Look under the "Change Profile" at the top right.

These images are form the 2013 version, I have not seen a good reason to upgrade. I have a Windows 7 machine.
Hope it helps,
Everett
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A. Everett Neuman

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Brandy,
A PS: on the router, it has this built in:
  • Broadband Usage Meter – Monitors Internet traffic and sends customized reports to help keep costs under control
This feature will track all internet usage by the day, week and month, Very handy for watching your Gig allotment.

Everett
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Brandy McGinn Knighting

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Everett, I got the router and installed it. I got 1.5mbps download which is better than it was but obviously still not what it should be and that is with the phone box for Exede connected. I ran the test again directly through the modem and got around 6mbps. Then I bypassed the phone box and got around 3mbps. I think I've got several things going on. I think something is wrong with the phone box and I think the speed from Exede is slower than it was. I have emailed them multiple times as they requested and have heard nothing back. I am going to call them tomorrow night and see if they can help. I have too much other stuff going on tonight. I truly appreciate all your help and I ran that optimization as you suggested. Thank you!
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A. Everett Neuman

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Hi Brandy,
Check your network card.

Do you know how to change it's settings? Like; Is it setup for a 100 mg's duplex? Is it set on AUTO. Is it a 1 Gig trough put?

To look at your card in Windows. Go to Start, type in "network devices". Select Device Manager from the list. Click on Network adapters.

This will show what the make of the card is. Right click the card's name and choose "properties"

Under the "Advanced" tab, there will be a list of settings. Under Property, choose "Speed and Duplex", then under the "Value" select "Auto Negotiation".

The other values will also work like 100 Mbps Half Duplex and Full Duplex. You can change them if needed as you test. Auto should cover it though.

Also, the phone deal does seem to rob some juice from the modem. Does it have a "settings page" or admin way of talking to it? I do not know the phones relation to the modem.

Does the modems admin page have an entry for the phone or settings?

The email to Exede will get taken care of. I think they have funny schedules during the weekends.

I see your busy, that's cool.

Keep us informed as you have time.
Everett
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Brandy McGinn Knighting

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Just an update. I have communicated with Exede and have been told that my area has a lot of "congestion" and that is why we have been so slow. It seems that in the mornings speeds are where they should be, but I work during the day. My usage is during the evenings when the speeds plummet. I sent an email back very dissastisfied. I don't consider this answer a "solution." Exede advertises 12mbps. I don't expect that 100% of the time, but I also shouldn't be experiencing speeds under 1mbps during peak times or even during the LNFZ. They need to change their advertising or adjust our rates. I spend almost $100 a month for this service and I should not be frustrated every time I use it. Unfortunately, my only other option is Hughesnet and my understanding is that they aren't any better. To clarify, we were very happy with our service before three weeks ago. We understand that satellite is not as fast as cable. All we expect is to return to where we were before and what Exede advertises. 

Everett and others, thank you for your help in trying to troubleshoot. 
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Brett Floren

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BTW two different friends of mine are both dealers here in Florida so I have the advantage of getting the "real scoop" on what has happened.  Exede totally oversold capacity and now the long time customers SUFFER FOR IT.  They finally shut off the Freedom plans here after destroying the service on our beam. All they care about is maxing out the subscribers ($$$$$$$$$) and screw performance.  Companies like Exede need to realize the "Sat" window has a limited life as one day there will be no gaps as new cheap technology will fill in the holes.  When you have a product that people will RUN FROM as soon as any viable alternative exists does not make for a great business model.  But right now they know that THERE IS NO REAL CHOICE so the attitude is "Yeah, it sucks, but it is all you got pal.".   That will come back to bite them eventually.  If this tower goes up they will initially lost around 30 subscribers and there are HUNDREDS within an area that could be serviced by this wireless alternative. If they don't fix my service I will personally help to see this system into place and I have 30 years of IT experience to help it become a reality.  We also plan to setup a website and teach others about how to do what we did to wirelessly bring internet to their area for a group of underserved folks.  AT&T has missed the boat too.  There are hundreds of potential subscribers here and AT&T UVerse is as close as 8 miles away.  8 miles (actually I know of DSL 3 miles from here but it is not uverse speeds) is all they would need to extend to pick up hundreds of Exede customers which would run like the wind to the alternative. So, since nobody will help up we will solve the problem ourselves.
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Bobbie Blackman

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With the most varied weather in years Brian I expect to have some communication problems but your numbers will half to improve because they can't get any worst and work at all.
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Bobbie Blackman

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You know Brett 4 or 5 months ago we heard that story how exede over sold and things would never be the same again. My service was slow like Brains and we all thought the normal speeds were gone. Then the weather cleared up and maybe exede tuned up and everything is working fine again 15 dl 4 up and has been steady for months. So to me that oversell thing is just conversation with a strong lack of facts.   http://www.speedtest.net/my-result/4380690696
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Brett Floren

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So both my friends that are dealers LIED TO ME?  I don't think so.  Furthermore when I was in the process of canceling the phone portion of my service even the rep on the phone admitted that our beam was "over saturated" and we discussed the fact that maybe the new sat coming online soon (which should be very soon) might help solve some of the problems.  But it is a fact, they oversold it.  I can tell you this my service NEVER ran below 12-14 mbps EVER. Didn't matter what time of day or night. Within 2-3 months of the "UNLIMITED INTERNET" signs going up all over town here when the Freedom plans were announced the service went to, well, I won't say exactly what I want to call it.  So, you would have to be an IDIOT to not be able to put two and two together.  YEs, THEY DID OVERSELL THE SERVICE.  Their own dealers and CS agent has confirmed it.  You don't think my two friends that are dealers have any inside info?  Are you being serious?!? LOL.  As a matter of fact one of my friends is about to drop Exede installations because of the nightmare created by this and the amount of customers that are pissed off at him.  His words "I make a whole lot more off selling and installing DirectTV without all the pissed off people calling me for poor performance all the time. Why should I keep selling Exede as the problem is just getting worse by the day?"  So please, know what you are talking about Bobbie before you spout your opinion that is clearly not based in fact, at least in regard to our beam and area.
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Bobbie Blackman

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I said they ( in my area ) didn't oversell anything they couldn't compensate for. When I signed on they advertised 10 d and 3 up with no guarantee of that. It has spiked both ways but isn't that normal? 2 years later it averages 12 ~ 18 d and 3 ~ 4 up. Both higher than advertised 2 years ago when I signed on. I had hughesnet and verizon wireless before so I know what unstable is. I'm happy with exede. 
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A. Everett Neuman

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Hi Brandy,
Sorry to hear your issues where not resolved.

Congestion on your beam for your area is sadly out of my realm of help. I would expect the Exede tech's will try to fix the situation as quickly as possible now this issue is documented.

Keep us posted if you notice any other changes, good or bad. Always ready to help. ☺
Everett
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JEP

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Unfortunately, the only "cure" for beam congestion is to halt sales and allow attrition to reduce the number of subscribers.  (Assuming that the gateway for that beam has been adequately sized.)  I don't remember the exact statistics, but I also learned that Beam 329 is at XX% capacity for YY% of the time.  These are historical numbers that an installer/tech guy can observe in real time for your beam.  At least for my beam, I can usually get 2-3 Mbps during the worst times, which often is the first couple hours of LNFZ.
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david, Champion

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That's about where we are at. We get 3 to 4 Mbps for the first couple hours of the LNFZ. I checked it during prime time a few nights ago and ti was slightly under 8. We don't need any more people on our beam.

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