Why did my service get so bad in the past few weeks when it has been great for years before ?

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Acct #XXXXXXX (long time loyal customer, I sent email with actual acct #)
Has something changed with my service ?  I have Liberty 10. 10GB is not much data and I usually go over every month  but with Liberty Pass it has worked great for me until recently.
 In the past, when I exceeded my monthly data limit, I could still stream small video clips with no problem.  Now (it started a few weeks ago) when I exceed the data limit the service is so bad that I continually get the “cannot load page” message and can’t do much of anything on my computer in the afternoons mostly.  I know that is the heavy traffic period of the day but why did my problem just start a couple of weeks ago ? It worked fine before that.
 I’ve already called in and went through the whole routine of rebooting everything, removing the router and I even replaced the router but my service has still severely degraded in the past few weeks.  What’s going on ?  It’s becoming very, very frustrating.  I’m definitely not getting the same service for the same money as before.  How can you legally or morally degrade my service  and keep charging me the same price.  Is my service going to be like this from now on ?  If so, I’m seriously considering looking for another service provider.  I used HughesNet in the past and they are starting to look pretty good again.  Thank You
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James Baker

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Posted 3 years ago

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Bev, Champion

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I've read on the forums here that beam 329 is doing that to a lot of people. I'm not sure why. Some have said that it's DAP enforcement at peak times, some think it's a gateway or other internal Exede problem that will be resolved. I don't know, to be honest.

You've emailed them so, perhaps that will get you better service.

IF it is DAP enforcement, I do understand that but, not to the point of not being able to load web pages. If they didn't slow it drastically on Pass data, everyone would just get Liberty 10 and, there would be no one on the higher Priority allowance plans.

Personally I would not complain if I could not stream on pass data but, would if I could not load forums, blogs and such or, could not get email.
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James Baker

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OH, Thanks for the info. I don't imagine rural Louisiana ranks too high on the priority list.  I'm probably lucky to even have internet out here.  Sometimes my service ain't much better than two tin cans and a long string.
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slowBill

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(Edited)
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Old Labs (VS1-329-L12FZ)

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slowBill,

If switching back to Classic as an existing customer verify that it's Exede 12 and not Exede 5. New customers are only being offered Exede 5 on 329 when doing a ZIPCode lookup (giving some indication of how loaded the beam is I guess).   

In an effort to relieve I-95 congestion to/from DC, I've proposed adding more cars that can only go 30 mph ;)    
(Edited)
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slowBill

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@old labs, thanks for the heads up my account management page says exede12 10GB, LNFZ 12am-5am so hopefully it is accurate.
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James Baker

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Dang! thanks slowBill, that made it easy to understand even for a doofus like me...
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Brian Shackelford

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This is happening on many more Beams than just 329.  It is just there are some .... er .... more vocal users on 329 that won't let it go :).  I personally have locked my systems down so I stay in Priority data and have changed my plan around.  But for the sake of the others that are heading down the same road I have already travelled and hopefully save you weeks of back and forth with Exede on tech chats and calls, I present you the following:

To prevent this thread from turning into a re-hash of another thread that was recently closed....

https://community.exede.com/exede/topics/new-and-different-problems-now-showing-for-me-on-beam-329-a...

Here is the most pertinent part:
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Here is the conversation with an online chat (much of it redacted and Names Changed to Protect the Innocent - I can post full chat, but prefer to save the space):  
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This  is where the original person in Chat got on a chat with someone in corporate.  Byt the way my many thanks to that Chat representative as I really feel for the first time that someone  went the extra mile in support to research the issue.

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Exede Representative:so please allow me 2-3 min to get one of them in chat for me

Me: Thank you. The connection seems to have stabilized for the moment, but it usually gets much worse as the night wears on

Exede Representative: you're welcome

Exede Representative: I have a member of the corp team in chat....he's checking on some things for us

.......

Me: Thank you very much. I am available via phone too if they need to call me directly

Exede Representative: He is saying this has nothing to do with the beam, it is because you are over on your data, and the Liberty Pass speeds during the peak times can have some really slow speeds .

Exede Representative: He is saying that speeds can be as low as 256 K during the peak times

Me: I understand that, however I don't understand why pages time out, DNS queries time out, pages won't load, etc. I am not trying to anything much other read web pages and work with one remote control application I use. Maybe download a very small (4 MB file). I am getting speed as slows a 8.6 Kbps - I have a monitor on my connection. That is hooked straight to the modem

Me: That is when my computer is straight to the modem I still see the timeoutes, page can't be found, etc. This just started on 4.21.2016

Me: Everything was working just fine until then

Exede Representative: This is directly from our Knowledge Base of the Liberty Pass: Liberty Pass – Morning/Daytime Hours
(2:00 am – 5:00 pm) Liberty Pass speeds should allow the customer to do most, but not all, things they want to do online. For example, the customer will not be able to stream video on multiple devices and may not be able to stream high definition video.
Liberty Pass – Evening Hours
(5:00 pm – 2:00 am) During evening hours where we may have heavy traffic on the network, or the customer is engaging in activities that use a lot of data (such as video streaming), speeds will be slower (possibly as slow as 256 Kbps).
Liberty Pass is NOT unlimited 
Heavy users of Liberty Pass may experience slower speeds than lighter users of Liberty Pass
Speeds will vary by time of day and geography.
Speeds may be so slow that your ability to use the internet may be greatly impaired
Liberty Pass customers will receive lower priority on the network than subscribers who have not used their data allowance which may result in slower speeds when the network is busy.

Me: My activities in the evening (except for running speeds tests) DO Not consist of the above activities

Me: Just browsing the web.

Me: Just typing ping www.google.com will time out

Me: I wouldn't complain at all if I got 256 Kbps and these timeouts were not occurring

Me: I am seeing as high as 60 to 80 percent packet loss at times

Me: Not trying to argue, but this just changed. For months it has been fine

Exede Representative: If that is happening, I would recommend calling in to technical support when you are at home so they can check things and troubleshoot

Me: They won't TS

Me: I tried

Me: Tier 1 can't do anything. Tier 2 won't discuss with me as I am in DAP

Exede Representative: Per corporate : we were not strictly enforcing the Liberty Pass until fairly recently. It could be that you were enjoying the more lax enforcement.

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Hope this answers your questions.  A mod closed the other thread with the reason: tired.  Seems users are still experiencing these issues.

If you go to www.wildblueworld.com/forum and post in the thread in the Problems and Troubleshooting called Liberty Plan, there is someone from Exede monitoring that thread.

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Bev, Champion

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Slow and no streaming after you use all of your priority data, especially in the evening, I understand but, not so slow that you can't even read and post of a forum or, read a blog, check the weather, etc...

If that's how it is, I'll be having a fit if I get no usable internet on the rare months I do use more than 30GB. That's all I can get here, so that change to a higher Priority allotment package won't work on me - that's impossible for me.

I suspect that when they engaged the DAP enforcement, they forgot to put a bottom floor in it that would leave customers on severely congested beams still able to browse the web. I know form experience with dial up here that 24 or even 56Kbps doesn't work. (my step daughter has dial up at 56K) she can get email IF IT'S TEXT ONLY webpages, even forums either do not load at all or load but just the text parts and, it's strung out and unusable that way. (Only reason she keeps dial up is because she can't afford any more than 15.00 a month for internet and she wants email at least. - She is disabled and, has to make her house payment and pay utilities and food.)
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Brian Shackelford

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And there you have the problem Bev.  I have since been told they are working to make web browsing usable during Peak Usage while on the Pass.  I am guessing that even 256 Kbps isn't enough in many cases for many modern sites now.

Most sites don't take into account that there are still some of us that might have slower connections.  We are seeing this with some customers that can only get DSL lines in that range as well.  Seems like once you drop below 512 Kbps things get dicey for some sites and once you get down to the 256 Kbps or lower they start having all kinds of issues.

Just opening Chrome to the google search page can open as many as 30 outbound connections.  I think this may be more of the issue.  256 Kbps probably isn't enough to allow the browsers to pull down all the content and other items needed for the page to function properly.  The new web frameworks, toolkits, javascripts, etc.  

Bev - 

I understand your sentiment about how you would feel about if you went over because that was exactly my reaction.  You see the reality of it now and it has been doubly confirmed both by my previous chat session and the email James received.  It was a recent change and it doesn't matter how far over you are according to what I have been told.  That is why I was so frustrated.  If you made a change that affected us like this, then just own it.  Don't give all this vague runaround verbage. Exede has a right to make these changes, but they need to own up to them and be up front with customers instead of giving us weeks of runarounds.

Overall I like Exede and their service is great.  It is the lack of communicating with the customers that is totally painful.  I still have not seen an Exede representative come on here and express the information I was told or that James as given.  Again - make a sticky announcement just like they do for new modems or the Easy Care service and just title it - Recent Changes to the Liberty Plan Speeds During Peak Times.  Then explain what is going on.  It would resolve a lot of confustino and probably save money on service calls in the near future.
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James Baker

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Brian:
This is an excerpt from your conversation "Exede Representative: Per corporate : we were not strictly enforcing the Liberty Pass until fairly recently. It could be that you were enjoying the more lax enforcement."
If I understood my email answer as intended, I'm pretty sure this is exactly what they were trying to tell me just in different words.  That answers my question.  I'm satisfied with that explanation.  Makes sense.  I still like my EXEDE service !!
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Bev, Champion

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I love my service but, no being able to load a webpage when slowed on Liberty is not simple DAP enforcement. If it is, there is an error in the algorithms that enforce it. I would think that it should bottom out at around 500Kbps to 1Mbps. Still usable for basic tasks, but not so good for downloading, streaming ot even social media loaded with images and things like that.
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Brian Shackelford

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I agree....yet here we are.
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Markgc, Champion

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I know form experience with dial up here that 24 or even 56Kbps doesn't work. (my step daughter has dial up at 56K) she can get email IF IT'S TEXT ONLY webpages, even forums either do not load at all or load but just the text parts
I remember my dial up days and people who would send 3 meg e-mail video attachments.

One evening it took 2 1/2 hours for my day's e-mail to download because of one of those video attachments.

Recently I had trouble with Sprint 3G going so slowly that web pages would time out, so yes there is a minimum speed these days below which things just stop functioning.
(Edited)
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Bev, Champion

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Yeah, that's how Sprint is in the town closest to my home, you can text and, in some spots, make a voice call but 3G there is too slow to load anything, even maps won't load for GPS there. (it's 50 miles to decent cellular data service for me.)
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Markgc, Champion

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I am lucky to have 4G available from 3 carriers at the house but ufortunately because of smart phones the 4G data can be sold at extraordinary prices - $50 for 5 gig or even more. So wireless isn't going to be our salvation even when it is available.  Clearwire offered hope  for high data use wireless in the home but it was bought up and closed down.

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