Very Slow Speeds

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  • Problem
  • Updated 1 year ago
  • Acknowledged
I have been having very slow speeds for about 2 months now. They seem to happen at night from about 5pm til 11pm to the point that I can't watch any video even at 480. This has to be fixed. I do a lot of youtube and this is not acceptable. I have rebooted computer, router, and modem to factory defaults I don't know many times.
After 4 years of being with Exede one would think this wouldn't happen. I am about to go with WiFi internet with a land based ISP if this doesn't get fixed. Just when you need the speed it isn't there. 
Please get this fixed.

Dave 
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Dave

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Posted 2 years ago

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Deku (The #1 Hero Data Saver), Champion

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well between 5pm to 2am is usually peek hours... meaning that everyone is online and it will get sometimes congested also. but yeah exede recommends you having to go online between 2am to 5pm cause that is when its usually aok... but yeah just keep in mind that 5pm to 2am is peek hours... so yeah :3
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James

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everyone is online at 2am? lmao and here I was thinking most normal people were sleeping at 2am.
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Steve Frederick-VS1/Beam314, Champion

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James, they probably are sleeping. They are downloading Netflix, games and other large file using the various download management software packages available during the LNFZ. They are normal people, they are just utilizing the tools available to them.
(Edited)
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Bev, Champion

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Exactly, like me, they use download and task schedulers to allow their computers to do things like updates, downloading a movie or, new game, getting those songs they want for their player, etc...

Sure, I'm sleeping at 2AM most mornings, but my computer isn't and, it's online, doing things I would rather not wait for it to do while I'm awake.
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Tim Spake

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11:15pm and I am blazing at 1,1Mbps, what a joke. Same self serving replies about it's the traffic. SincE they know this, why make claims at 12Mbps or the 25 I pay for? The rest of us could nofvtun a business like this. CROOKS IN MY OPINION
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Dave

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Hi Brad
Yes and now something new on the IP layer. Please see attached jpg file.

So what does this mean? I even put a new router inline. Yet accessing the modem from the browser it shows everything is OK but apparently it isn't.

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Dave

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Well it's been two weeks now and everything is still slow.  I have heard not one peep from anyone. Why is my IP Layer showing a problem? Why is my Service plan Settings showing a yellow dot?  Would some of you Exede Employee's please answer these questions before I use this stuff for target practice? 
It shouldn't take 2+ weeks to answer a simple question.
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Bev, Champion

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Have you sent an email to exedelistens@viasat.com with your questions or, a link to this thread and, your account information?
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Brad, Viasat Employee

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Just seeing the Jun 10 reply. Service plan settings is something you have to call in to get it fixed (usually indicates a issue on our end...so if you still have that call us ASAP). IP layer is something that isn't directly tied to your connection (IMO it shouldn't even be displayed on this customer-facing beta test). 
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Bev, Champion

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I agree Brad, no need in all of us having to learn every detail of the Internet Protocol Suite or, exactly how TCP/IP works between the myriad of computers, servers, gateways and satellites out there. :P  let's leave that to the technical geeks and professionals of the world. :)
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Bill Starling

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First off, I have no dog in this hunt and am actually very pleased with my service from Exede.  My speeds are a consistent 1.4mbps 24/7 - that's what the plan I pay for advertises so I expect no more. That being said, if I were subscribed to a plan that advertises 12mbps or 25mbps and I were getting less that 1mbps from 5pm - 11pm I would not be happy, in fact I would be totally pissed. Guess what, some of us work all day so from 5-11pm is when we want/need/expect to have usable internet service. All of the Champions constantly belittleing folks complaining about slow speeds; in my opinion, is offensive. The one Champion that always says to use your internet from 2am to 5pm is not being realistic.
The majority of folks on this forum are well aware of the "up to" clause. However if you are losing up to 98% of the advertised speed for 6-8 hours of the day, it does make Exede look bad, even shady and its total BS.
Those that preach that consumers should do their due diligence and read all the fine print are correct, but who does that - hardly anyone! Exede and other companies know this. I think that if Exede was just upfront about "congestion" and other inherent problems with satellite internet from the start with consumers, there would not be so many complaints against them. You know -- Ethics and from the CEO, the CS agents down to the contractors that install. 

Of course, this is just my opinion and once again I'm very happy with Exede and believe they are providing a valuable service to us folks that choose to live out in the sticks. Rant over.
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Tim Spake

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Thank you for a well thought out response. Totally agree
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Rich Fairbanks

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Well said. However, speeds so slow that you cannot stream, or so slow you don't bother to open apps, kind of defeats the purpose, eh?
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Bev, Champion

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I won't deny having slow speeds INTERMITTENTLY, it happens. Weather at my location or, at my gateway can slow it down, congestion on my beam of course, other devices, or even the one I am using uploading or downloading over my connection while I'm using the web, even which browser I use makes a difference.

Yes time of day makes a difference as well. As much as an 80% difference. Whether you want to hear it or not, the best time to stream or do large downloads or uploads is off peak hours, times when most people in your area are either at work or sleeping. I know that isn't convenient but, it is fact.
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Dave

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Why are we paying for 25 and only getting 2-4 down if I am lucky? I can't even watch a youtube video at a 360p res let alone a 720p or 1080p without it stopping and having to buffer it. Besides it's slow for sometimes up to 12 hours. I feel we are paying way too much for this kind of interruption in service. And I feel we should get some sort of compensation for it. I have about had enough of this after 4+ years.

Installed 2013/05/02 (4 Y, 1 M, 21 D)
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Dave

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Hi Bev
Please see attached screenshot.
OK I just got off the phone with tech support and tier 1. The first guy I couldn't even understand. Is EXEDE sending support overseas now? I still have the same problem as before. Paying for 25 boost and getting less than 5 is getting very old here. It doesn't seem to matter what time of day that this is going on. Anyway I am calling tomorrow and the tier 1 support has noted that I am to get tier 3 support online. We will see. Cable is only two blocks away but it may as well be 100 miles away the way it is here in Florida.

It's has been a month now when I posted this problem and still the same old crap.
(Edited)
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Bev, Champion

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Dave, Service Plan Setting should NOT be showing yellow, just guessing here but, maybe you got throttled for going over your priority data and, for whatever reason, the system didn't reverse that when your billing cycle renewed. Email ExedeListens@viasat.com, send a copy of this screen shot along with a brief description of your speed issues and, a note to especially look at Service Plan Settings. I'm sure the team here will be able to look into it and, see what might be amiss and, what can be done to fix that for you.


As for the IP layer under peer subscribers, that's just for technicians, nothing you as a customer need to worry about.
(Edited)
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Jim16

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I've had that same issue for a few months now.  It has had no effect on my speeds. Support says it looks fine on their end. You must remember that this is a beta program.

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Dave

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Well this showed up about 2 1/2 months ago. I was on the phone yesterday with tier 3 support and when she suspended my account and then reinstated it it was fine for a while, not 100% but liveable. Now today it's back to the same old crap with about 6 down and 3 up. I have about had it with this stuff.  

This is worse tha NASA, "Never A Straight Answer"
BETA my butt! I don't pay $120.59 a month of someone to test their beta software.  Besides my service was always good here til the last 3 months. I fully intent to call again after this holiday and either they get it fixed or I will go another route. 
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Brad, Viasat Employee

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I think what Jim16 was suggesting is the eSVT tool itself is a beta program. It's what we use on our end to troubleshoot and we offered a watered down version of it to the customers last summer as a beta test for a new usage meter and a tool to help see if any problems show. That meter is expected to release later this year based on this beta test.

With that considered this is worth us looking at your account. If you are getting the super-slow speeds during the daytime we will want to look at it. If you're slumping during peak hours, its likely related to overall traffic in your beam and frankly this time of year is when that tends to decline. People are home for the summer, kids aren't in classes, vacation homes are being used. During those peak hours you should still be able to surf but other activities like streaming may suffer. 

Please email us at exedelistens@viasat.com or call us at 855-463-9333 as the issue is occurring and we'll have a better chance at fixing this for you.