Why are we paying for service we are not recieving?

  • 1
  • Question
  • Updated 3 years ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

We pay for 12 meg DL and 4 meg UL, only get 5 meg DL some of the time and tonight only 0.95 meg UL. Forget the free zone time, it can be worse than evenings. When will we be getting a credit for this poor performance. After all most companies will issue a credit to their customers after providing poor performance or over selling a flight will get you free travel. Exede wont offer anything but more data that we cant use due to congestion????? When will Exede start giving us back some $$$$?
Photo of Sfordt

Sfordt

  • 62 Posts
  • 9 Reply Likes
  • Ripped Off

Posted 3 years ago

  • 1
Photo of Bobbie Blackman

Bobbie Blackman

  • 392 Posts
  • 304 Reply Likes
You must have other problems, We are 40 miles apart and I'm getting 18+down and 4+ up and have been for 2 days now. You need to have Kim check out your equipment. And they don't half to give free data. And I doubt They will refund anything and not sure they should. We all agreed to the contract.
(Edited)
Photo of Sfordt

Sfordt

  • 62 Posts
  • 9 Reply Likes
No there is nothing wrong here, I get full speeds in the early AM, when I go to work at 5:00 it is fine.
This all started when I switched to the Evolution plan, right now my DL is 2.53 and UP is 0.96.
I can reboot the whole system and it may get a little better, but I shouldn't have to reboot several times a day. They say the see that everything is green on there side. I have been a customer too long to even have a contract any longer., Then I was offered that Evolution plan! something wrong with this whole picture. I was going to shut off the service because my data was being used up too quickly, then all of a sudden new plan was offered. Now it is just terrible service. I want a credit, and I believe that there are many others out there that feel the same way.
Photo of Sfordt

Sfordt

  • 62 Posts
  • 9 Reply Likes
Just did the whole reset thing, Exede modem and shutdown router connected direct to PC and my DL is 1.69 and UL is 0.81.
This is just lousy service and they don't seem to be doing anything about it.
BS is BS no if ands or butts about it.
Photo of Bobbie Blackman

Bobbie Blackman

  • 392 Posts
  • 304 Reply Likes
If you went threw your contract years and then signed a new one????  There is something wrong with that picture alright.
Photo of Sfordt

Sfordt

  • 62 Posts
  • 9 Reply Likes
Dude you don't get it, the years prior to the new Evolution plan were great, never a complaint.
These new plans are really bad.
Photo of Brian Shackelford

Brian Shackelford

  • 847 Posts
  • 243 Reply Likes
Sfordt - 

I am not sure it is the new plans per se, seeing as how we have seen the same kind of thing with our service.  The difference is that I did not switch to the Evolution plan - called it to do it a day or two too late.  On the site they said they were rolling these plans out to some markets and would be evaluating how they affected the services.  I can't find where I read that, but I know I read it on Exede's site somewhere.  Now it may have only been referring to the Freedom plan, but I imagine it applies to all the new plans.

For the last several weeks up to about the 1st of this month we saw the same kind of thing here.  There is another thread here that I started detailing what was happening.  We have seen a dramatic improvement in speeds and service since posting that thread - probably just a coincidence, but I also place several calls to customer care and requested escalation of the issue.

My hypothesis is that Exede is "tweaking" the Accelnet servers (handles prioritization of traffic from my understanding) in preparation to more widely offer and start to reintroduce these plans.  This may also be why the announcements regarding new services has been pushed back - Exede needs a little more time to ensure they are ready for what they are going to be offering.  Again, I have not ties to Exede whatsoever other than what I pay them monthly for service, so all of this is conjecture at this point.

I wish Exede would communicate what they are planning to do as well as be a little more open about the technical details of why some folks are having the problems they have.  No one has given me a better explanation than simple "congestion" for the issues I had been experiencing, but  would love to hear more about what is going on and what they are doing to correct things than simply telling me they will escalate the issue.

As of now things seem to be back to the 5-10 Mpbs during heavy use hours for me.  I hope they will be able to make the same happen for you Sfordt.
Photo of HMC1940

HMC1940

  • 605 Posts
  • 253 Reply Likes
My upload and down load speeds are good. But this problem just cropped up for me. I'm on a Social Web site and have been on it for years. Called NOTH. It's very graphic heavy. Most pages have a graphic background. Have always been able able to see everyone's backgrounds on their page. But just started lately can't see many of the backgrounds including my own. When left comments with people they can see my background so don't know what's up. Still using Chrome as browser. Hoping some day will be able to see all web pages again.
Photo of Steve Frederick

Steve Frederick, Champion

  • 2681 Posts
  • 1680 Reply Likes
Helen, have you tried using another browser? I use Chrome, along with Firefox and IE. Lately, Chrome has not been loading some websites at all, other websites load partially, while Firefox has no problems at all with the same sites. I haven't been able to get the Wildblue/Exede World Forum to load in almost 9 months using Chrome, but loads flawlessly with Firefox. 
Photo of HMC1940

HMC1940

  • 605 Posts
  • 253 Reply Likes
Hi Steve Chrome's the only browser I have been using. The site I'm having trouble with doesn't work to good with IE and they say that right on the site. Will Have to try Firefox. Thanks
Photo of Sfordt

Sfordt

  • 62 Posts
  • 9 Reply Likes
I hope this is temporary thing, but it is very frustrating to get home every night and not have the speeds that I am use to having. Both my wife and I are getting to the point that we are regretting the new Evolution plan. All I know is that Exede doesn't care about these issues.
Photo of Bobbie Blackman

Bobbie Blackman

  • 392 Posts
  • 304 Reply Likes
Can you not change back to your old plan?
Photo of Brian Shackelford

Brian Shackelford

  • 847 Posts
  • 243 Reply Likes
Sure he can change back to the old plan, but I am not sure that the plan he is on is necessarily the problem.  When this was occurring for me, others in my area (on the same Beam) experienced the same thing whether they were on the Evolution plan or the Classic plan.  

The downside is that if he is currently on the Evolution plan and switches back to the Classic Plan and finds things are the same, then Exede fixes the problem, he may decide to go switch back to the Evolution plan only to find it is no longer offered in his area.  I would work with Exede to find and fix the issue for a bit before I thought about switching out of the Evolution plan.
Photo of Bobbie Blackman

Bobbie Blackman

  • 392 Posts
  • 304 Reply Likes
Brain I'm 40 miles from him and  the last several days have been good. Its raining out cloudy and my speeds are 17.25/d /4.41/up. I check the speeds all hours of the day. There good here. I think it is something else.
Photo of Brian Shackelford

Brian Shackelford

  • 847 Posts
  • 243 Reply Likes
Bobbie -

It all depends which beam he is on. You may be on one and perhaps he is on another. That could explain things a bit. If that is not the case, then definitely someone at Viasat should look at the account and setup and see if they can find anything wrong.
Photo of Exede Amber

Exede Amber, Employee

  • 135 Posts
  • 23 Reply Likes
Hello Sfordt, I would be happy to look further into your speeds for you. Please send your account information to exedelistens@viasat.com.
(Edited)
Photo of Sfordt

Sfordt

  • 62 Posts
  • 9 Reply Likes
This results right now. Tech coming out on Friday
Photo of Sfordt

Sfordt

  • 62 Posts
  • 9 Reply Likes
Speeds are not changing as weather clears up
Photo of Bobbie Blackman

Bobbie Blackman

  • 392 Posts
  • 304 Reply Likes
What are you talking about the weather clearing up????  the front is just coming in, you should have sleat maybe snow in the morning.
Photo of Bobbie Blackman

Bobbie Blackman

  • 392 Posts
  • 304 Reply Likes
We won't here from ford today, this is a nice picture of the weather clearing up, exede still works. :) 7.59d  1,29 up,  I'm happy thats better than hughesnet ever did on a good day,  hoo!ray exede!
(Edited)
Photo of Sfordt

Sfordt

  • 62 Posts
  • 9 Reply Likes
This morning speeds are fine.
Photo of JEP

JEP

  • 987 Posts
  • 718 Reply Likes
My morning speeds are usually excellent.  I'm running about 3 Mbps this morning however with 1/4" of ice/slush on the dish & TRIA.  (Plus all the kids in my beam are home from school and on the Internet)
Photo of J&J

J&J

  • 1668 Posts
  • 985 Reply Likes
Try a different speedtest.net server.  I get different results from various servers, the best being consistently from Palo Alto Ca.  It's not that they can go faster, they just have such resources that the connection gets truly saturated for an accurate test of my system's speed capability.  Yes, my upload speed is down today...  oh well.   I don't know what beam I'm on but it's hot.

edit:  The 27.44Mb/sec download speed is of course the Speedtest average.  The peak routinely goes to 35+
(Edited)
Photo of Sfordt

Sfordt

  • 62 Posts
  • 9 Reply Likes
As of right now.
Photo of Bobbie Blackman

Bobbie Blackman

  • 392 Posts
  • 304 Reply Likes
And what is wrong with that? looks like you paid your bill and have full data back, Things really work better like that.
Photo of Sfordt

Sfordt

  • 62 Posts
  • 9 Reply Likes
What are you talking about?? Who said I did not pay my bill, where did you get that?
Photo of Dimitri Vegas

Dimitri Vegas

  • 2 Posts
  • 0 Reply Likes
I THINK THE ONLY PROBLEM PPL ARE HAVING IS BECAUSE OF THE INSTALLATION OR BAND WIDTH ISSUE
Photo of Dimitri Vegas

Dimitri Vegas

  • 2 Posts
  • 0 Reply Likes
IF YOU SEE THE PROBLEM HAVE YOUR SELF SETUF FOR AN ONLINE ACCOUNT AND MONITER YOUR USAGE ON MYEXEDE.COM
Photo of Bobbie Blackman

Bobbie Blackman

  • 392 Posts
  • 304 Reply Likes
I feel sure the problem is cured now, thanks so much for that imfo. We never knew that page existed. shakes head.
Photo of Sfordt

Sfordt

  • 62 Posts
  • 9 Reply Likes
This is what it is right now, not acceptable.
Photo of Sfordt

Sfordt

  • 62 Posts
  • 9 Reply Likes
This morning all OK, speeds good!
Photo of Bobbie Blackman

Bobbie Blackman

  • 392 Posts
  • 304 Reply Likes
Good morning Miss Kimberly. :)  Things are smooth here the regulars are afraid to say anything in fear of being scolled. Please help me understand is this not a friendly chat forum where regulars can chat in between helping others with questions or is it strictly a question & answer page? It's human nature to defend yourself when being attacked and the guys here do it in such a intelligent way. I don't walk on eggshells real well and apparently others don't either. But rightfully so I do speak my mind. Looking forward to your answer take care and keep warm now.
Photo of Steve Frederick

Steve Frederick, Champion

  • 2681 Posts
  • 1680 Reply Likes
Kimberly, I agree with what Bobbie Blackman is saying. I for one am not happy with the way Exede Alex jumps on the regulars who are here trying to help, while nothing is being done to those who continually do the name calling and insulting. I think you have probably noticed that the Champions have stopped posting for the most part, which means that help to customers will have to come from your small, sometimes overloaded staff. Alex has made a very negative feeling to me, and I expect the other Champions that have helped so many of the subscribers here in the forum.

Sorry Alex, the problem is not with the Champions, but with a select few "subscribers" who really don't seem to want any help, but to carry on with words.

What should be a good forum, assisting those with questions, has been blemished.

Good luck in bringing this forum back to where it once was.
Photo of Bobbie Blackman

Bobbie Blackman

  • 392 Posts
  • 304 Reply Likes
Myself I agree with Susan and of course Steve. It would be nice if some of the champions that have spent so many hours helping others would step up to the plate and show their support. This would help support this forum like Steve said and might make it fun and rewarding again. If it's just going to be a question & answer page then the paid staff can absorb that. I would like to know.
(Edited)
Photo of JEP

JEP

  • 987 Posts
  • 718 Reply Likes
It seems that in the past few weeks the forum has gone from a lot of people with a common complaint, "my data is disappearing too fast" to a few people showing up repeatedly with different pseudonyms making negative non-technical non-specific complaints against the company, "Exede sucks".  I am afraid that some of the negative back and forth may be discouraging folks that come here for real help and are intimidated to jump into the fray.  I for one, will be trying to ignore the  background noise of the baseless complaining and let the Exede moderators respond with their, "If you have a service problem, please contact..."  My last parting shot is that the many of these complainers do seem to be children (or at least emotionally immature people), judging by their grammar, spelling and construction of their arguments, so keep that in mind if you do respond to their rants.
Photo of HMC1940

HMC1940

  • 605 Posts
  • 253 Reply Likes
I agree with Jep. Anytime have had a question that doesn't really need to be answered by Exede Kimberly the guys have been really great about answering me and explaining things. The Champion guys. Steve is one that has been good about answering. But some of the people who are complaining  are not even listening to the champions who are trying to help. The people who are complaining are very rude. So don't think the Alex should be getting after the champions. Also sometimes there is good nature kidding amongst them. I liked that also the laughing and kidding around.  Now all you have is complaining and I know some of those people have just came on under different names. when I see them I delete them. There I have put my 2 cents worth in. ~~YEA CHAMPIONS!!!!!!
Photo of Sfordt

Sfordt

  • 62 Posts
  • 9 Reply Likes
Speed pretty good this morning. Even with the rain.
(Edited)

This conversation is no longer open for comments or replies.