Why has my streaming gotten so terrible this month? I have plenty of data left.

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  • Updated 10 months ago
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This month has been terrible. I pay a lot. Still have a lot of data.
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Orta Craft

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Posted 1 year ago

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Bev, Champion

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Orta, there are many possibilities for slow speeds. Do you still have problems streaming if you connect your computer to the modem with an Ethernet cable? If so, please review both of the help articles below. One will help you troubleshoot slow speeds, the other will help you power cycle your system and, that is often all that is needed.

http://help.exede.net/articles/General/Troubleshooting-slow-internet-speeds

http://help.exede.net/articles/General/Troubleshooting-connectivity-No-connection-to-Exede-network

If you continue to have problems after following those suggestion, please call Customer Care at 855-463-9333 or, email your account and contact information and, your question to exedelistens@viasat.com. They will be able to offer further assistance.
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cynthia cochran

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We just returned to Beaumont after hurricane... It isn't bad enough that we have paid for service that we couldn't even use this month. It's slower than a turtle for some reason. I called exede and they say there is no problem. Now, no service at all! But, nothing I can do, I'm under contract... no protection for me!
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Steve Frederick-VS1/Beam314, Champion

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Cynthia, email your account and contact information and, your question to exedelistens@viasat.com. They will be able to offer further assistance.
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VeteranSatUser, Champion

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When you have some problems streaming, run a speed test and see what your numbers are. Like Bev says, there could be a number of reasons why but if you get a benchmark of your internets performance, that can be useful to help troubleshoot the issue.
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Diana, Viasat Employee

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Hi Orta,  As Bev advised, please call or send an email listed.  We will be happy to review your account.
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Andy Schack

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Orta, what device are you streaming with?...a Roku, built-in streaming on your TV?

The reason I ask is that about a year ago I had a customer fit-to-be-tied with me. He couldn't stream after I put his system in. Turned out his TV, which is what he was using to stream with, needed a software update....technically it is called a firmware update. After he did that, his streaming went back to normal. These gadgets have to be able to talk to the various streaming sights and if the software becomes incompatible, that dog ain't gonna hunt.

Personally, I tell my customers if they want to stream and have a good experience, but a Roku.

Andy
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Bev, Champion

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Orta, what modem do you have? If it's the wifi modem (Boost 25) do you have a stand alone router you can connect for your iPad?

An issue with that modem is being investigated related to wifi speed. a stand alone router may enable you to stream on the iPad again.
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Orta Craft

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I was told the modem also has a router. So should I get a stand alone as well?
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Bev, Champion

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Yes Orta because an issue with the wifi in that modem is being investigated, so an inexpensive router, or an old one you may already have would help your iPad do better streaming.
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Andy Schack

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Orta, when you buy a router, just don't buy a Linksys or Belkin....we see customers have issues with those all the time. Buy a Netgear or TP Link, they set up easy and are both work horses.

Andy
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Charlie Comstock

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Hi Andy, I have a ZyXEL PK5000Z, would that router also work? What Netgear and TP Link models would you suggest? Thanks Charlie