Why is the speed so slow and what/when is Exede going to do to fix it?

  • 2
  • Problem
  • Updated 1 year ago
  • Acknowledged
First few months, I was getting the promised speeds of 12+mbps at all hours and was happy with the service. Now I can't even get 3mbs when I'm still on priority data. Why is the speed so slow and what/when is Exede going to do to fix it? I already called their customer service and got through the tiers. All they kept doing was rebooting my modem. I understand that the issue is probably network congestion, but what are they going to do about it and when? I was getting the promised speeds before and I want them back! I'm considering switching to LTE based services if Exede can't get the speeds back.
Photo of Krissy

Krissy

  • 1 Post
  • 0 Reply Likes
  • Disappointed and frustrated

Posted 1 year ago

  • 2
Photo of Exede Lindsey

Exede Lindsey

  • 1827 Posts
  • 163 Reply Likes
Hello Krissy,

Your package speeds unfortunately, will not always be at 12mbps, at times these speeds will fluctuate throughout the day. There will be times of congestion, we make every effort to fair share the bandwidth amongst our customers and are continuing to work to improve the speeds at peak times. During about 15 hours of the day – roughly from 2 a.m. to 5 p.m. – it’s likely that your speeds will be pretty good. Throughout our “peak” hours when the network is busiest – roughly 5 p.m. to 2 a.m. – there is less bandwidth available, causing speeds to be much slower. If you would like us to review your account and further assist please send us your account and contact info to exedelistens@viasat.com .



Consider Router Issues

A router can have a significant effect on the performance of your service. Since all devices in your home connect through the router, it can be the bottleneck that hampers your service -- especially if you have more than one user on your network simultaneously. To find out, connect your computer directly to your Exede modem, bypassing your router. If speeds increase and slowness issues go away, your router could be faulty or misconfigured.
Photo of brella

brella

  • 87 Posts
  • 32 Reply Likes
Welcome to the club Krissy. It's getting alot of members!Ha! I can not get speeds over 2 Mbps from 5 til bedtime. Been that way since I've had it. Router or no router, it sucks. Be careful with the new Verizon unlimited. Read the details. Probably a cap if using a hotspot. I suggest doing a search for a WISP in your area. Mine gives unlimited data and I pick what speed to pay for. I think that's what I'm going to do. Good luck.
Photo of InternetUser

InternetUser

  • 7 Posts
  • 0 Reply Likes
Current plans through verizon and at&t are offering 22gb per phone line.  10gb hotspot per phone line.  both throttled down after that if network congestion is heavy and people with data left will be prioritized.  If one person goes over their data limit the other phones on the plan are not affected.

I am currently switching from Exede to this as well.  With the 2 cell phones we already have, we will get 44gb total internet plus 20gb to hotspot to use for our computers or other devices we wish to connect to the internet.  They cannot possibly throttle it any worse than what I am dealing with now and we don't really go over 60gb a month.  I am also an online gamer and through hotspots with LTE service, I get around an 80ms delay (800ms on satellite).  I have had some NAT restriction issues with some games finding servers due to the phone network being firewalled by AT&T but it's how I've been playing games for the last 3 years where I live and its not an issue at all.

If there was no other option for me but Exede I would stay with Exede.  They seem to be the best satellite internet company out there.  
(Edited)
Photo of Ilona Sadler

Ilona Sadler

  • 3 Posts
  • 1 Reply Like