Unhappy with fee to fix equipment

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i have exede internet and been having issue's the last 3 week's. i keep getting dns,time out,network protocals,slow speed's and other error's randomly threw out the day but mostly at night. i know you thinking it's my pc it's not it does it on my laptop to and it's not my router as it's not hooked up. well i call tech support multiple time and almost every time they keep trying to sell me a monthly tech service fee for $5.99 or charge me $95 for a tech to come out. i even asked if they could mail me a new modem as i am sure that's the issue they told me they dont do that anymore. i rent your equipment for $20 and $50 for your service a month. exede's job for that money is to provide smooth service which they are not right now. i rent your equipment why should i pay for repairs to your equipment? if the issue is not resolved i plan on cancelling  by the end of the month. i pay almost double the going rate for sub par service the least they could do is keep there junk working. i live on a limited income and cant afford more then i am paying now can anyone help?
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nathan

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  • mad at exede

Posted 3 years ago

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Bev, Champion

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I would suggest signing up for Easy Care. It does have a few other perks besides just making service calls affordable. Check it out. http://www.exede.com/exede-easycare/

As for paying for repairs, yes just like leasing a car, you pay for service and repairs to something you lease. That's pretty normal.

I do think a service call will improve your connectivity and, with Easy Care, surely 5.99 per month is more affordable for you that 95.00 all at once.

The Tria, modem and, cables are mechanical, man made items, like any man made machine, it isn't a matter of if they will require hands on service, it's a matter of when. Having Easy Care eliminates the worry of being able to pay for that service.
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nathan

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the equipment rental fee should cover repairs. if your equipment don't work why should i keep paying the rental fee. they would not even mail me a new modem so there denying me adequate service and trying to milk more money out of me. i used to work for satellite's unlimited in alabama so changing any part on my system is a piece of cake. why should i pay a tech to do something i can do myself.  they do that to make money off you.
it's like leasing a car that you keep up with the maintenance and the engine blows up. they know it's not your fault so they fix it no questions asked. but with exede  there like you have to pay for the engine and labor because it's your fault even thou it's not.
exede is a money grubbing company charging double the cost of what broadband is and for maintenance. charter only charges $3 for modem rental or buy your own   exede charges $20 and doesn't give you the option to buy. no other cable company charges for repairs. we have direct tv it's been here for 7 years with no issue exede hasn't been here a year and already have issue's. sorry for ranting i'm mad at this whole situation i know it's the modem but they wont do anything to help me unless i give them more money. it's like there holding my internet for ransom.
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nathan

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Equipment Limited Warranty
For all equipment installed on or after January 13, 2008, the limited warranty term is two years,During the limited warranty period, ViaSat will repair or replace covered products covered that are returned to ViaSat's designated address. To request limited warranty service, you must contact ViaSat's Customer Care department, toll-free, at (866) 945- 3272 within the limited warranty period. If service to the satellite modem or power supply is required pursuant to the limited warranty, ViaSat will ship new or reconditioned replacement products to your address in the continental US, freight prepaid. ViaSat also will enclose pre-paid shipping materials and you must use this packaging to ship the defective product(s) back to ViaSat’s designated address. If you do not do so, or if the returned merchandise is not received in good condition (less the repair issue for which you originally sought limited warranty service) you will be responsible for paying the full list price of the equipment that was sent as a replacement. 
exede breached there contract by denying to take back there modem that's under warranty. while trying to force me to buy there other services. as far as i am concerned i am not under contract any more due to this breach. but i do want them to replace the modem so i can have internet as there the only option in my area. 
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Brad, Viasat Employee

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Outside of a first 90 day no charge service call we do offer Easy Care as an option to avoid having to pay a high service call fee especially since we have so many dealers doing these calls for us. It's just 5.99/month and you can cancel anytime but keeping it 90 days will prevent a service call from being charged. This isn't out of the ordinary for subscription internet services or satellite TV but it's nice to only worry about only paying $6 for 90 days over a $95 or higher service call. I understand the frustration but I can certainly understand how a more expensive service call if needed would worse to deal with. 

The reason Charter offers a purchase option is that there's a 3rd party market for DSL/Cable modems. As of now there hasn't been a 3rd party market selling satellite modems but I suspect should one ever release we'd probably allow that option to happen. 
(Edited)
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Brad, Viasat Employee

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That's all changed unfortunately Nathan. Our service number is no longer that number and all of  this is from way back in the Wildblue days. Exede launched in 2012, our subscriber number is MUCH MUCH higher now and we've changed how a few things are done in terms of service calls, equipment returns, ect. 

We will replace the modem if that's required no problem, but it will involve a service call which could either just cost 5.99 or $95 depending if you enroll in the easycare plan. You can cancel the plan at any time although we disclose that if it's cancelled within 90 days you could potentially see the charge for the service call.  Other satellite based companies adopt a similar program and it was decided this was a way to allow customers to not have to worry about being surprised by high service call prices (before a repoint, equipment replacement could wildly vary in price, especially if we use a dealer in your area) so the Easycare is really there as an protective advantage to our customers.  
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nathan

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that's the only equipment warranty listed on exede website. it's part of exede's faq's page. all i want is for you guy's/girl's to stand behind your warranty. your warranty is listed plain as day on your website it doesn't matter how old it is it still in effect. just send me a new modem like you are supposed to or i can talk to my uncle Thomas Evans he is the chief judge of the 55th circuit court in michigan and he'll know what to do about this whole situation.  
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Bev, Champion

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You still have to verify that the modem is faulty. It could be any number of things and, a new modem may not solve the problems you are having. The only ones that can check the modem are technicians and, they are independent contractors so, Exede has to pay them to come to your home and inspect your equipment and install.

If the technician finds that the modem is indeed bad, he/she can usually replace it then and there, same for cables, the TRIA, the grounding block, etc... Exede will not charge you for the replacements unless the damage is deemed to be preventable. (tree limb fell and damage TRIA, cable chewed by rodents, liquid got inside the modem, etc... )

Even back when it was Wild Blue, it still cost the price of a service call to have the equipment and install checked before Viasat would authorize a return and send out a replacement modem.

Put it this way, say you leased your car to a friend because they could not afford one of their own and, you had two cars. Would you not want them to pay for the mechanic to diagnose the problem when it broke down before you paid for new parts for your car, which they were driving? Same thing Viasat wants to KNOW what is wrong before giving you new parts and, the technicians (mechanics) don't work for free.
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nathan

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if they wont mail me a new modem i am ok with exede paying for the tech visit as the issue is not my fault and the equipment is still under warranty. my dish is in a wide open area with no tree's and the modem never gets touched except to reset it. but i will not pay for a "service" that is covered under warranty. if the issue was my fault i have no problem owning up to it and forking out the cash but it's not so i wont.
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nathan

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if it was a rg6 cable issue i would have found it. if it was a grounding issue that would be the fault of the installer and issue's would have popped up way sooner plus i would have fixed it myself. if it was the lnb it would have just failed or signal would degrade over time. so either it's my modem or it on the exede side of things. i am betting it's my modem like i said before i used to work for a satellite company.
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nathan

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my internet is working this evening maybe it's not my modem could  be on exede's side. why would they not just say there having issue's in my area for the past few weeks instead of putting me threw this . ill keep you all apprised of the situation  
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Brian Shackelford

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Nathan -

If you are on the Liberty Plan, they started cracking down more strictly on Pass users and speeds have suffered.  It started for me about a month ago.  Are you on the Liberty Plan on currently out of Priority Data and running on the Pass right now?
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nathan

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we figured out there's a issue with dapping the last tech support i talked to said i was dapped because i used 10 gigs of data over my priorty but should still get service. wtf 10 gigs really that's total bs i could understand 300gigs being a problem but 10 really i usually use between 50 to 70gigs a month that's low usage on dsl and broadband service. but i am on the liberty plan i thought only the top percent of heavy users are supposed to be dapped  not some minimum user like me. i've seen way bigger users on 3g  cell service. it's not even that my spot is congested i was told that there are fewer users on my spot then average and should not have issues getting 5mb all day and night. for some reason dapping is completely blocking service. tech support said he would escalate the issue.
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Bev, Champion

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Sometimes it's as simple as weather at your gateway. Did that to me last week, clear as could be at home but, my gateway was having summer thunderstorms for two days about the same time each afternoon and, I lost internet intermittently during the storms.

Might have been maintenance at the gateway, they generally don't notify anyone of that, they just do it.

I've had a week or more solid of intermittent connections when weather at my gateway, at my home and maint. all conspire. Perhaps that's all it was for you. If the problems return, it might be good to have easy care, then no worries if you do need a service call.
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Jeff Mohr

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I've had the same issue as Nathan and Brian. There's no way to know if I'll have enough speed to stream video or not or any access at all. Signed up in January and surprise, surprise, after 90 days I started having problems and people started pitching Easy Care. It's not my router or weather or trees. (By the way, just from the way she talks I'd say Bev is an Exede employee.) For the last week, my access has been miserable. Twice, on Friday and Tuesday, I was told there were no outages reported. But when they finally agreed to escalate to tier 2, both times they discovered there were system problems they were trying to rectify. The tech support that answer the phone have wildly ranging abilities. The worst I've had is "rodney." He spends the entire tie justifying the problems I have telling me there is nothing he can do. Other people actually try to solve the problem. I also don't believe it's the 7pm-2am throttle down because I've had the same problem during the day. I switched to Exede because my old ISP was consistantly below 1mps and got to the point that I couldn't stream video. I was assured by both the telephone rep I talked to and the installer that I would not have a problem streaming video. All I want is a speed that is consistently above 1MPS. And I'm not getting it. If things don't change, I'll do everything I can to break the contract. I'm currently documenting all my problems, speedtest.net results, and tech support problems. I'm paying 40% more money than i was with my prior ISP and still not getting what I was sold. AND I HAVEN"T USED UP MY ALLOWANCE YET!! This afternoon, youtube wouldn't play evenly. Tonight - several speedtests at 0.5mps.
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Bev, Champion

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No I'm not a Viasat or Exede employee, nor a distributor or any other thing you might dram up that makes money off this. I'm a customer of over a decade who's dealt with and seen a lot of problems that seem hard to fix at first and, end up being fairly simple if you just do what you need to do, and that might include a service call to have your equipment and install checked out by a technician.

Easy Care make that service call easier to afford.
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Jeff Mohr

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If you are not an employee, I apologize. I would be a LOT more receptive if they would just say the monthly ISP fee is $77 than if after 90 days I magically start having problems that I now have to pay an extra $6/mo to get resolved. In general, I believe that monthly service plans are a way to get customers to pay for inefficient & unreliable equipment, software, and systems. Unfortunately, they have their customers where they want them and we have to pay an extra monthly fee to in order to fix problems that are entirely the result of their equipment and system and no fault of ours. It is the nature of today's world - equipment and software "just does that sometimes." Consumers have been trained to expect poor service and unreliable equipment, software, and systems and to pay extra for good service. In the end, the message of it all is that the service they are selling is not reliable enough to last longer than 90 days without an extra monthly fee. So new customers beware! The monthly fee for my plan is really $77/mo and not the $71/mo they sell you.
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Bev, Champion

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I don't agree on the monthly service plans. I have Easy Care as well as similar plans with Sprint and DirecTv. All three have provided me with very reliable equipment.

I have never had to use the Sprint one for my cell phones. DTV has had to come out an realign the dish once in 14 years and, replace a block on the back of the house once.

In 10 years I have had two service calls for WidBlue/Exede One was to upgrade from WildBlue to Exede, the other was to replace the dish and TRIA because my idiot step son felled a tree on the dish because he didn't follow my instructions to tie it off with a rope and pull it away from the dish.

But I pay the service plans because, like any man made equipment, be that a car, computer, lawn mower, slow cooker, washing machine, whatever it isn't a matter of if it's going to need hands on service and/or repair/replacement, it's matter of when. That may not be for decades but, I don't want to be out of service for two weeks simply because I can't afford a service call, this way I don't have to worry about that, I pay a small bit each month and, know I can get service when I need it and, I don't have to worry if I have the money for it that day or not.

Besides, all of those service plans come with small little extra perks that are nice to have so, I do get a little something every month for the fee I pay, just Easter eggs but, it's something and, when the day comes that I do need that service call, I'll be more than relived and happy that I have the service plan.
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Jeff Mohr

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The only monthly service fee I have ever paid is DIRECTV. I have never paid for a service plan with any equipment I buy and I've never been sorry. - not cars, not washers, not refrigerators, not computers. And if you are leasing cars, you might want to look into some analysis on the time value of money.

If you took all of your monthly service fees and put them into a bank account and used it when needed for service, you'd be dollars ahead. Companies do NOT offer service plans to protect customers. They offer service plans because it is another way to make money. Let's say you required 2 service calls in 5 years. You'd have paid $360 while on the other hand, you would've paid $190 for 2 service calls.
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Brad, Viasat Employee

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Hi everyone,

I understand there's some frustrations here and hopefully I can maybe clear the air on a few issues.

1. Bev is NOT an Exede employee. She's just a fellow customer like everyone else on here and chooses on her own accord to try to help people on the forum. There's several customers that like to do this and they were made to be "Forum champions" due to helpful answers. Exede employees that discuss in here will have an Exede name, title and indicator of us being an employee. Most likely you'll see answers by myself, Lindsey or Diana and we're all in the corporate office  and moderate this forum. It's possible some dealers/installers may be on here but the Exede employees will be appropriately marked as such on here. You can also reach any of us directly by emailing exedelistens@viasat.com   

2. Regarding Liberty Pass. From our official site detailing what Liberty Pass is, how it works, what to expect we say: " Liberty Pass users who use the service more heavily than lighter users may experience slower speeds, depending on the level of internet traffic on our network in the customer’s geographic area. 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."

Since this began as a discussion on service calls and equipment let's try to keep the topic on that issue unless of course Liberty Pass is what the issue with Nathan's service ended up being. We ask this not to dodge answering questions, but so this forum could be utilized for self-help in the future. Say someone down the line has a question about service calls and would rather not call in (I loathe calling in myself), we'd want them to potentially use this forum instead as a means for help.
(Edited)
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Jeff Mohr

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The topic is "Unhappy with fee to fix equipment." so am I!
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nathan

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tech support told me the issue is with the dapping system shutting peoples service off during the 7pm to 12pm times.  he said i used 10 gigs over my priority data and that's why i got dapped. how is 10 gigs a dapping offence i can understand 300 gigs as that is a normal heavy user amount. i usually use 50-70 gigs a month which is a light user on dsl or broadband and exede never shut me off until now why what has changed? if you offered 3-5mb unlimited service i would sign up for that i don't need the high speeds of priority data. i watch youtube, netflix and gogo anime at low resolution  or let it load if i want hd. i just want to load pages or watch low resolution youtube video's between 7pm and 12pm but i cant even go online.my spot is not even full so there's no excuse for it. it's not like i'm asking for a lot.
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Brian Shackelford

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To Clarify why I asked about the Liberty Pass - I only asked the question about being on the Pass as the issues Nathan is seeing are very similar to the ones I was seeing and only after 4 service calls (and yes there were problems corrected at each one of those) and it still not working did we get the answer that it was related to the Pass Mode.

That being said, Nathan - if you are still in Priority Data then you should definitely not be seeing these problems.  If you are in the Pass you will see these issues from about 5:00 PM to 2:00 AM for the most part and occasionally outside of that.

As to your being certain it is just the modem, well it may very well be, but it also may be the Tria or a piece of cable or coupler that not up to spec.  Heck, there have been folks here who have found that the cable was labelled correctly as RG6 Solid Core, and then after checking it, found it to be Steel Core Copper Clad cabling.  

In my case I had the following found:
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1st Call - Cable Resistance Originally at 4.5 Ohms - Ground Block Replaced and went to 2.5 Ohms

2nd Call - Cable Resistance Originally at 3.5 Ohms - Modem Replaced (was making high pitched noise).  Cable Resistance Went Back Down to 2.5 Ohms.  Tech found Tria was never Grounded.  He Grounded the Tria.

3rd Call - Cable Resistance Back to 3.5 to 4 Ohms - Cable Replaced.  Went to 3.0 Ohms.  At my insistance, tech swapped the Tria.  Cable resistance went t. 0.5 Ohms. Tech found Grounding wire used for the block was too small a guage, replaced it and the grounding block.

4th Call - Replaced modem again (was connected previously to bad Tria and so may have been damaged) due to connectivity issues experienced primarily in the evening.  This was authorized after a call to the Escalations Team requesting more information about why I was having these issues when previously I had not been.
-------------------------------------------------------

After the 4th call, literally everything had been replaced from the original install almost 4 years ago so I figured it could not possibly be my equipment.  It was after this that I repeatedly called in and chatted with Exede and was told all of my problems were due to being on the Liberty Pass (i.e. - used up all of my priority data).

So, again - Nathan - 

Are you on the Liberty Plan and do you still have Priority Data?  If you still have Priority data you should not be seeing these issues.  If you are on the Liberty Pass, you will likely see these issues mostly in the evenings.  If these issues just occurred for you in the evenings in the last 3 weeks and you have used up Priority Data and are on the Pass mode, then it is due to the DAP restrictions that have been newly tightened.

If you are Priority data and seeing these problems, you can't rule out an equipment issue just because all the equipment seems good.  In my case it took 4 tries to get all of the equipment fixed and ensured it was good.  Exede guarantees their installs for 90 days.  If you are outside of that and having an issue, then they will replace the equipment (as evidenced in my case by the fact they did - so they do hold up their end on the warranty part of things unless it is due to acts of God or misuse or damage), however the service call portion of that is not covered.  The reason you have to have a service call is that for a modem to be replaced, the tech has to go through the Point and Peak procedure for the new modem to activate.  Without that procedure the modem WILL NOT acquire the satellite signal and work.

Send your information to the exedelistens@viasat.com and included your account email, phone number associated with your account, account number if you know it, as well as a brief description of the issues you are having (you can probably just copy and paste from one or more of your posts in this thread).  They should be able to provide you an answer.  If not, go to www.wildblueworld.com/forum and post in the Problems and Troubleshooting section and I bet someone there can point you in the correct direction.

Hope this helps a bit.
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nathan

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i am on liberty pass. tech support told me the issue is with the dapping system shutting peoples service off during the 7pm to 12pm times.  he said i used 10 gigs over my priority data and that's why i got dapped. how is 10 gigs a dapping offence i can understand 300 gigs as that is a normal heavy user amount. i usually use 50-70 gigs a month which is a light user on dsl or broadband and exede never shut me off until now why what has changed? tech support said he would escalate the issue to figure out why i am getting completely shut off as i'm not a heavy user.
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Jeff Mohr

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Brian,
I still had priority data and intermittent 5-minute outages last night. Tech support tells me everything is fine and it just does that sometimes.

A few questions if you don't mind:
1. You said, "due to the DAP restrictions that have been newly tightened" Can you explain that?
2. Most of the champions seem to be saying if I just pay the Easy Care monthly fee and have onsite service calls, everything will be wonderful. You, on the other hand, seem to be saying that your equipment problems should be fixed if you are VERY persistent about it. BUT, you will always have problems from 5p to 2am. Do I have that right?
3. Doesn't it bother you that it took FOUR trips to get your equipment problems fixed? That seems to me to border on incompetence. They'd have been better off replacing all your equipment to begin with, just as a standard procedure. I think you're saying that in the end, every piece of your equipment was bad. Doesn't that bother you?

All I want is to be able to stream video and right now I can't. Even with the stated 1-5mps during 5p-2a, I should be able to stream video. But the speed is so variable that it doesn't work.
Thanks!
Jeff
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nathan

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the problem is if your on liberty pass plan there should not be a dapping system in place as liberty is supposed to give you whats left over during peek hours. but not shut your service off like mine. even if i was getting 500-768kbps i would be happy during peek hours. the big issue is my spot is not over populated like most of the other's so i should still be getting around 3-5 mb during peak hours this was told to me by a tech support agent. peak hour limiting and dap equals no service during those hours weather or not you spot is full is bs. 
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Brian Shackelford

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Jeff - 

Sorry I didn't reply earlier, my son had is graduation tonight and on the way to dinner a very fat and healthy deer decided to try to cross the road just as we were going by - now I likely have a totalled car.  So, my hands have been a little full today.

Let me try to answer your questions:



I still had priority data and intermittent 5-minute outages last night. Tech support tells me everything is fine and it just does that sometimes.

 Sometimes, maybe. Constantly and consistently no, that is not normal.  Mine has been on for almost 4 days without dropping connection on Priority data, so that does not seem accurate to me.  

1. You said, "due to the DAP restrictions that have been newly tightened" Can you explain that? 
DAP used in these forums (i.e - when you are in DAP...) means that you have used all priority data and are no using the lower priority connection provided once you have gone over your priority data allotment.

In order for Exede to accomplish this (give some data higher priority over other data) they use traffic shaping or some such method to lower the priority of your traffic to be less than the traffic of others still in their Priority Data.  Additionally I can only assume that they also have a bandwidth limiting built into that DAP so not only are they lowering your traffic priority, they are also limiting the speeds at which traffic can pass through the system.

I have not used and do not know what Exede uses, but I am familiar with the methodologies to accomplish both the speed limiting and the traffic prioritization.  It appears that when the system utilization is at its highest, the system is set to try to ensure Pass users get at least 256 Kbps speeds.  The issue is that either that is not enough speed to work with most sites / browsers - OR - that these speeds are too low for the web acceleration software or some other component at Exede to work.  It could be a combination of both.  I have ZERO knowledge of how Exede does it so all of this is pure conjecture and speculation, but from the behaviors I have seen this seems like what is going on.


2. Most of the champions seem to be saying if I just pay the Easy Care monthly fee and have onsite service calls, everything will be wonderful. You, on the other hand, seem to be saying that your equipment problems should be fixed if you are VERY persistent about it. BUT, you will always have problems from 5p to 2am. Do I have that right? 
I was firmly against the Easy Care plan until I had to have a service call.  I figured OK, well a years worth of Easy Care is $72.00 ($5.99 x 12) and a service call is $95.00.  I don't mind paying for a year's worth of Easy Care and if I find I don't need it I can always cancel it.  Well,,,,,,, 4 service calls later that is equal to $380.00 in service calls.  In my case it would have still been cheaper to keep Easy Care and not use it except these 4 times in those 4 years.  So for me it has been great.  

Now on to the problems.  As of the way things were last time I was on the Pass and the way that others have been sharing about how things are currently on the Pass, yes you will always have problems between 5 PM and 2 AM.  That was not the way it always was, and may not be the way it is into the future, but as of right now it is how things are.  



3. Doesn't it bother you that it took FOUR trips to get your equipment problems fixed? That seems to me to border on incompetence. They'd have been better off replacing all your equipment to begin with, just as a standard procedure. I think you're saying that in the end, every piece of your equipment was bad. Doesn't that bother you? 
Well that is a mixed bag as well.  No it doesn't bother me too much as the problems were all very strange.  First call, a bad grounding block was replaced and it appeared to resolve the problem. Second was a modem.  Third new cabling and finally the Tria.  Fourth was another modem.  The fourth call was authorized by escalations due to the exact same problems during the Pass times of day that other were having AND because they saw some strange readings in my modem.  

Why did it take this many trips - I suspect it is because the techs don't all carry around all of the possible testing equipment that would find the issues the first time.  For instance, none of the 3 techs that have visited my house and I also don't believe the original installer ever tested the actual cable resistance of the cable end to end disconnected from the equipment.  Why?  Frankly that equipment is expensive and the installers have to purchase their own tools.  A simple test on the cable would have indicated that the resistance was fine or not, however it seems commonplace for techs to use the modem reading as the measurement of cable resistance.  As we have seen in my case, this can pass the "acceptable" specifications to work, but still be bad.

I am not saying every piece was bad, however it took replacing every piece to find out what was bad.  I suspect if the Tria had been replaced initially, there may not have been the need for the cable or grounding block.  I suspect the modem still would have needed it, but I don't know.  I do know that my modem stays online much better now that it did before.  I still had problems in Pass mode, but the modem was doing some of the weirder stuff it was before.

All I want is to be able to stream video and right now I can't. Even with the stated 1-5mps during 5p-2a, I should be able to stream video. But the speed is so variable that it doesn't work. 
The speeds of 1 Mbps to 5 Mbps is clearly laid out in their DAP policy at www.exede.com/legal for the non-peak hours of 2 AM to 5 PM.  During the peak times it does indicate that some activities will not be usable - streaming is one of those.  That being said, the way the Liberty Plan is sold (I as an educated customer got a call to offer the Liberty Plan to me AFTER I had switched and the person I spoke with was candid about streaming not working during peak hours) by some, does not properly highlight the fact that there will be problems in this time period.

The issue now is that not even plain web browsing works during these time periods.  Using telnet or ssh to remote into a remote server  (literally it is just transmitting text keystrokes to the remote server - it is the lightest of possible traffic) doesn't work.  There is a problem with that (at least to me).  Others are seeing it too on other beams.

If you go to www.wildblueworld.com/forum and look at the Problems and Troubleshooting section, you will see a post titled "What's up with Exede" or "Liberty Plan" and those are being monitored by someone at Exede who is looking into things to see what might be occurring.  If you can post over there about your experiences, speed tests, etc, you might see some improvements.

I hope this answers your questions.  If not, let me know and I will try to reply back again in the morning.  I am now going to go say a small goodbye to a formerly good vehicle and hope that in the morning the damage doesn't look as bad as it did tonight.
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nathan

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the issue might have been fixed tonight. i haven't had any problems. Friday threw Sunday is usually the high congestion days. ill let you guys know on sunday if i have any issue's. thanks for everyone's help.
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Brian Shackelford

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Nathan -

It may have been, but now i see Priority Data speeds lower than Pass speeds during Peak Hours.  What kind of speeds were you seeing on the Pass last night?
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Jeff Mohr

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Brian, Congratulations to your son! Sorry about the suicidal deer! I've had collisions with 4 deer over he years so I feel your pain.

Unfortunately, no one I talked to told me about the streaming problems during peak hours and the 1-5mbps were represented as the post priority dsata rate. I was very straight forward about my intended usage and both of my contacts assured me I would have no problem. In the 14-page, fine print customer agreement, I think there are probably 5 or 6 key sentences that describe extremely slow speed during peak hours and indicate problems streaming video. My bad for not reading the customer agreement thoroughly and taking the service reps word for it. But in my defense, it is almost incomprehensible to me that an ISP offers a service for residential customers that doesn't work in the evening. If I worked a 2nd shift job, it would be perfect, but otherwise...incomprehensible,

So I'm switching services. I had the same ISP for roughly 15 years prior to switching to EXEDE on 1/1/16. I've had more problems in the last 2 months than I had in 15 years with my prior ISP. I switched because my original ISP finally got so many customers they couldn't maintain my speeds. I had always been on the extreme perimeter of their service so it was understandable. And they were always up front with me about my situation within their service area.

My experience with EXEDE has been very frustrating. IMO, I was mislead to start with. My interactions with tech support have been as uneven as EXEDE's download speeds. Some seem very knowledgeable and work hard to help me. Once I was disconnected and no one called back. Twice I got individuals that seemed to do cursory tests and then in very polite ways. told me that's just the way it was.

We all have better things to do with our time than spend hours on the phone with tech support and I see no reason to throw bad money after good.

Thanks to all who have tried to help! I appreciate your time and input!

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