Unhappy with web acceleration software

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  • Updated 2 years ago
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  • (Edited)
Exede's compression technology they call "web acceleration" is faulty. Sending JSON commands get corrupt replies. Costing LOTS of data. Exede KNOWS this. I even had the authors of the TCL language themselves look at the JSON replies from Exede and they had NO IDEA what or why Exede was doing what they are doing, claiming its just plain wrong and corrupt.  Exede recognized they have a problem. Their "fix" is to call into Exede Tech Support and request Web Acceleration to be turned off. Fine. HOWEVER, the DEFAULT is web acceleration ON. Thus, EVERY time your modem reboots (mine is SEVERAL times a week due to crappy modem/service supplied by Exede) or the power flickers you MUST call into Exede and have them turn it back off! This is NOT acceptable. Simple fix: FIX the software or even easier make it so web acceleration can be permanently turned off. 

SIde note, my guess is Exede wants to compress the data, saving them time, money, space YET continue to charge YOU the customer the FULL size of the packages being sent. Ive been told that s ILLEGAL and could warrant a lawsuit. They cannot use compression software to compress your data yet charge you the full rate. That would be like a trucking company charging you full freight to ship a contain full of water, yet they empty the water out before they ship it. Yes, legal questions for sure.

I have four customers who also have Exede and they have the EXACT same issue that Exede is 100% aware of. Yes, its takes an hour to get it resolved. THEY MUST FIX THIS. They also need to credit my data plan with several gigs of data that "mysteriously" gets used when no on is even home for  WEEK.

This needs resolved IMMEDIATELY or we will be forced to cancel, including my existing customers and all future customers of my company. Its just RIDICULOUS for Exede to put use through this painstaking error that they are causing. 

Now, what Exede address do I send the bill to for the hours of time I have spend on addressing Exede errors? :)
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tucker

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  • tired of Exede and their known issues

Posted 2 years ago

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tucker

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I just called Tech Support again about this issue. 4th or 5th time. They proceeded to tell me it was NOT possible permanently disable web acceleration. Actually, thats not accurate as they COULD redesign it to allow it to be permanent, they are just choosing not to go that route. So, thats a great slap in the face to Exede customers of whom have issues BECAUSE of exedes faulty software. THANKS EXEDE! Looking for alternative service providers now. 

Just BEWARE!
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jerry

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I'm a new customer with Exede ... I have the 18 gigabyte plan (Liberty 18) and the exede voice for a total of $139.24 p/mo.  The voice has intermittent static on it;  I've bought 3 different phones, including one that is "wired", and they all have the same problem.  Twice the phone connection was dropped.  That is precisely why I hate signing up for a service for 2 years that you have no idea how it's actually going to be;  only the assurances from a sales person!!!  I don't think that's right! 

I used Verizon's 10 gigabyte mobile modem for a few years prior and I was able to get online and use my cell phone with that service.  Reception was pretty good and the web experience was satisfactory except for the throttled down useage of the internet.  I always left about a gig of unused data on the table every month, so I know how to keep an eye on data useage.

My first month with exede I went over the 18 gigs with about 5 days left to go ... the Liberty 18 saved me from being charged for additional data.  This month I decided to keep a tighter grip on data useage and so far I have used a whopping (for me) 11.4 gigs with 13 more days to go.  I know something is wrong and so I did a search to see if there was a service or program which could independently verify my data useage ... that's how I ended up here.

In my mind, for $140 p/mo, there should be no issues at all. 

As an aside, if Obama gets his TPP rammed thru during the lame duck, we can kiss the Constitution goodbye, along with any notion of seeking 'justice' from the courts.  The TPP is NOT about trade ... it's all about total CORPORATE POWER.  The Constitution will become null and void!  The courts will be controlled by these corporate lawyers 'serving' as judges.  Good luck with that arrangement.
(Edited)
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Dave

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Just for your information,
I had the  web acceleration disabled for over 24 hours now and that is not the problem. I have called them 3 times and was on the phone for about an hour each time running tests. The data is leaving my modem and then is lost in the server at hubapi.myacurite.com and is not being forwarded to underground.
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tucker

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Ive been told on the "other" forum to only posts rosie and positive things here or I will be banned. Surely that cant be correct. Who suppresses free speech these days? How do things become better if a company doesnt here about the issue?
(Edited)
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Old Labs

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Can't say as I ever had any problems with JSON and Exede over the three years I was developing both browser and web enabled desktop applications for my clients (no problems with XML either) albeit slow. But then again, they were all secure servers using https, which bypasses the Accelenet Client Server technology used by Exede. The same held true when connecting to servers using VPN, I'm not really inclined to give it a go over non-secure connections at this time since I hung up my coding sneakers over a year ago.

Accelenet is more than simple compression. Using deep packet inspection, the server side also packages requests to overcome the inherent latency of satellite internet reducing the number of round trips needed. I shudder to think what the speed complaints here would be like if the default were off - it would be Wildblue deja vu all over again.

The better approach would be for them to simply determine what's going on with the client/server technology and JSON (it's only text) - note that the client is embedded in the modem.   

Nobody gets banned for complaining here - they do however get banned for abuse, profanity and generally making horse's arses of themselves in what is essentially a peer-to-peer support forum - here's hoping arses is permitted (at least when coupled with horse's), although some would undoubtedly like to see me banned so here's an opportunity for the moderators ;)

The other forum treats them much more brutally... but is more technically inclined and less patient with those types.

P.S. You might want to send an email to exedelistens@viasat.com  - the moderators may direct it to the appropriate engineers - this is really nothing more than a social media forum. Tier 1 and 2 support would likely be clueless about JSON and you need to go deeper.     
(Edited)
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tucker

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Thanks Old labs. Appreciate the feedback. Agreed, the proper solution would be to figure out what is corrupting the JSON replies and FIX that. Im not in depth info in compression technology to know or not know the advantages/disadvantages of their web acceleration process. All I know is it muck up my system. It must be fixed, particularly if Exede feels, and apparently they do, that web acceleration is a must. However, to make it DEFAULT ON is ludicrous given they KNOW it wreaks havoc.   
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Diana, Viasat Employee

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Hello Tucker,  Thank you for your feedback. Please send an email to exedelistens@viasat.com and we will escalate your concern to the proper department.
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tucker

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I had already done that. I dd get a reply recently. Basic saying they are sorry for the issue and web acceleration cannot be set to stay permanently off and we MUST call in EVERY time the modem reboots. REALLY?? Thats just not acceptable and it MUST be fixed. I know the fine print in contracts protects the company only but Im sure a judge somewhere could find fault in a service provider that requires being called by phone to get a service of which they pay. 
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Rodney Qualls

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Until recently I have not had this problem. However within the past month this problem has started. It is with particular websites. I have had the same problem with tech support. I called earlier today and was told that they had a system shutdown and that I should try again but to give it 1 hour. It has been approx 3 hours and I still cannot access the website. I have now been on hold with tech support for approx 20 minutes. Every time that I call tech support I am told that the wait time exceeds 15 minutes. Terrible service. I have never written a review of a product or service however this is the worst service that I have ever seen. Now I just got tech on the phone and got disconnected.
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tucker

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That makes sense Rodney, only a few weeks ago did Exede execute this new compression technology they call web acceleration. GIven it corruts JSON responses, you WILL experience issues on MANY sites as SO many website API's use JSON. Thus particular websites will ALWAYS be an issue. 

I, too, have experienced issues with Tech Support. Long, VERY long wait times, disconnections, etc. I was even flat out told "No, we cannot call you back if you are disconnected". WHAT??? REALLY? Thats SO not good and represents an managerial decision to care less about customers. AT MINIMUM they need to give customers the option to NOT have web acceleration without having to call in EVERY time the modem reboots. Mine reboots SEVERAL times a week. Why? Brown outs, power blips or mandatory reboots to stop getting only 1mbps. 

Im confident Exede will figure this out and fix it. If not, many will be forced to break their contract WITHOUT retribution. A company can NO expect to uphold a service contract if they cannot provide the service. 
(Edited)
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Alex, Viasat Corporate Communications

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Hi Tucker. I just sent you an email to get some more info and put you in touch with our web acceleration team. Thanks for bringing this to our attention.
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tucker

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Got it Alex! And replied this morning. I MUST DAY, I.m impressed with the response from Exede so far. They apparently are truly looking into this issue. VERY MUCH appreciated!
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Dave

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Alex I have had my web acceleration off for over 24 hours and it has made no difference at all.
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slowBill

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hello Tucker, might you post some samples of the corruption or a way someone could duplicate the problem?  I am very curious about this issue.
thanks, Bill
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tucker

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Sure Bill. Here is one JSON command you can try, it will net the same results: unreadable response that will cause the JSON command to be sent out again, and again, and infinitely.

http://ip-api.com/json
requested from tcl
package require http
set token [http::geturl http://ip-api.com/json]
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Old Labs

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FWIW and to further complicate matters, works fine here on Beam 329, Lovelock NV Gateway, and Salt Lake City core node(Accelenet server) with modem firmware version UT_3.7.3.3.3.

slowBill , myself and others recall a problem from about 1-1/2 years ago that was attributable to our common core node (Salt Lake City) regarding data corruption. At the time it appeared the core node server wasn't accommodating a firmware update that occurred at that time. If not for a coordinated effort we'd probably still be looking for the needle in the haystack - but at least we narrowed it down to the correct haystack.

You, Rodney and anyone else experiencing this excat same issue may want to determine which of the above you have in common. Beam, corenode and gateway are available from the eSVT tool  while modem firmware version is available at http://192.168.100.1/?page=modemStatus            
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tucker

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Thanks OL! That might be very helpful. FYI, Thats the firmware version I have. Im not familiar with the eSVT tool.
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Old Labs

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https://myesvt.exede.net and login with your Exede account credentials.
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zanne

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Hmm.. Could this web acceleration problem account for the increased usage people have been experiencing lately? Or at least part of it?

Even Hughesnet (as flawed as it was) had an option in the advanced mode of it's modem settings to allow people to disable their web acceleration if it was causing problems (the problem with HN's software was that it was buggy as hell and caused things to not even load at all).

Maybe this is something that can be added to the eSVT? An option to "disable web acceleration". Ideally, they should fix the problem with the software that is causing the problem. I've noticed that lately I've been having to re-load pages more often because they don't load properly the first time-- and that is while I'm not capped.

Thanks for the info, tucker.
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zanne

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I hope you are right tucker. And I hope that if they fix the problem that it will reduce the usage amount.

Since you seem to know a bit about it, would this web acceleration affect the usage reflected on BitMeter on my computer and not just what is going out through the modem?

My Bitmeter readings have been unusually high of late and I use antivirus software, disconnect my computer when not in use, use flashblock, adblock, popupblock, etc.
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Old Labs

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FWIW and urelated to the topic, FlashBlock doesn't handle a particulalrly troublesome data hog with HTML5 media (at least it didn't when I last checked well over a year ago).

HTML5 has a preload attribute which will preload videos/audio even if they don't autoplay regardless of your intent to view/listen. The default behavior varies by browser.

After various attempts, I eventually went with FireFox (despite my preferences) coupled with AdBlock and Flash Control - Flash Control take care of the HTML5 preload behavior as well as handling Flash media also.

As noted, over a year ago I saw many of the web sites I frequent switching to HTML5 and saw my normal data usage creeping steadily up - as more and more sites abandon Flash in favor of HTML5 it will become a major concern for those of us on limited plans. For me the combination above took care of the issues restoring expected click to play behavior with no preloading.

Finally, if using Windows 7, 8 or 10 try using Glasswire (https://www.glasswire.com/) - it will tell you who, what, and where your data's being consumed (as well as when).

             
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zanne

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Thanks, Old Labs. I just installed Flash Control and will see how it works. Any tips on how to set it to work so I can still watch stuff when I choose to, but not have it pre-load without permission?
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Danielle Brennan

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All you need to do is click on the logo and the item will then play.
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zanne

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Thanks! Thus far it seems to be helping. I hate when I load a news site and it autoloads a video.