Why was exede running slowly?

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why was exede slowed down about three hours ago when i have only used 2.4 gb of my 10 gb plan also i was wondering why yesterday it said i had already used 1.3 gb of my plan when my plan started 2 days ago on the 20th now on the 22 ive used 2.4gb.
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Leann Clark

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Posted 4 years ago

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LorrieL, Champion

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When you say your exede service slowed down, are you saying it slowed down drastically like to as slow as dialup speeds?  Is it still slowed down or is it better now?  Since you have plenty of data left from your monthly allowance, sounds like it was probably some technical reason causing the slowdown...was it during a known "primetime" for heavy exede usage?  My speeds vary tremendously depending on the time of day.  In nonprime time hrs, like mornings, I may have download speeds as high as 21 sometimes, while during prime time and during the late night free zone, my speeds frequently slow to 5 or less.  Sometimes a lot less, but fortunately never to the point I really find it a problem/cant' do what I want to online.
If you would like some detailed help in understanding the usage which surprised you, you can send an email about this to exedelistens@viasat.com. They should be able to help you break down what kind of usage added up to the numbers you mention.   Actually you can expect that an exede customer service rep from that email address  will read your post here and will likely invite you to contact them.  But you can go ahead and send them an email before that if you like.
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bob

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Same thing here, sent them this E-mail!

My Data Meter is not used up, it's only at 3.0GB.
So why is everything moving like were being DAP/No Fast Speed!
And this is the Late Night Free Zone, (1:38 A.M.)!!
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Joshua Barker

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Same here! It's been this way all night. Thought my game console was broken. Can't play games or watch videos, only basic surfing. Video's play two seconds, load, play a few, then load more. Oh, and it's STILL like that for me. I've only used 0.7 gig so far, so there's no way I'm close to being slowed.
(Edited)
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bob

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Guess we can't do anything until 5:00 A.M., when they clock in for work!
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Starring Matter

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This seems to be the new normal for the late night free zone.  Too many people use it to stream and download it gets super congested in many areas, far more people using it than the system was designed to allow.  On the newer plans there are no free times, to help alleviate the issue, but, I don't expect any real change until the next satellite goes up.  
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LorrieL, Champion

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Mostly I feel the same way--if this is due to congestion, well then what can be done about it?  One thing I do wonder about sometimes is whether there may be some people engaged in some kind of data usage that could really be called excessive...not sure what that would be, but I know that these days even cable cos are no longer allowing truly "unlimited" usage, and when it gets to somewhere way above 100gb /mo they start contacting certain customers and telling them they need to cut down on date usage...but then, as long as exede has what's called the Late Night FREE zone, I guess they can't tell anyone using it that they are using too much?
Exede voice has in its contract something to the effect of you can't buy their phone service and then be on the phone 24/7 being a telemarketer (well, that is me paraphrasing A LOT).  But you know what I mean?
Unfortunate that congestion got to this point before new satellite going up next yr.  I could get all excited and say exede should have KNOWN this would happen and should have somehow planned for it...but truthfully, not as easy as it sounds to predict. and as I have said before, I wouldn't have been happy if last august they had refused to sign me up because there was too much congestion....
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RickyP033

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I've been complaining about this since I've had it. I agree, if the tech can see your daily usage so should you.
I'm supposed to get 12/3...but since the NEW plan they started capping my speed when it get around 30GB.
I didn't know exactly why until I saw that they had changed plans AGAIN.
Bill Date 24th. 
23rd: 3.5/0.5 speed at 11:58 PM
24th: 13.6/2.3 speed at 12:02 AM
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LorrieL, Champion

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Would you mind saying what plan you have?  I only have access to the old classic 10, but am interested in hearing about the newer plans some people have and how they like them.  I can't tell from what you wrote if the new plan is supposed to have a cap or not. and if so, what the cap is at what point in your data usage.  did you have a choice about the initial change to a new plan?  and what do you mean they changed plans again?  Isn't it the customer who initiates changes in plans, not exede?
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bob

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All these problems can be solve if Companies just bring High Speed Cable to rural areas!
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Starring Matter

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They'd be more than happy to, if you are willing to pay for it.  I have fibre available in town, a few miles away from me, and they'll happily send it my way, for tens of thousands of dollars that it would cost them to lay it out to me.  I'm sure your cable company would make you the same great deal!
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bob

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Figured someone would say something like that.
If they would Cut some of those [wasteful spending/stupid programs] in Washington, they would have plenty of money to spend in areas that need it! (Like Bridges, Roads, and the Internet!)
(Edited)
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LorrieL, Champion

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What has bothered me is all the talk of federal and local support for getting highspeed to us semirural folks.  But they have been talking about it for YEARS and I see no action being taken to help this happen.  Star, if governments weren't implying they were going to help the situation, then I would completely agree with you, but they seem to be completely stalled on the issue while stilll talking about like they are working on it or something.
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bob

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And I wish AT&T would quit sending stuff in the mail about, "Sign-Up for DSL", if their not going to bring it out here!!  They've been sending that stuff for YEARS, Dumb!
(Edited)
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bob

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Well, just did a Live Chat with someone, and got your typical answer. > Call Technical Support
(Edited)
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RickyP033

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They always want you to call
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LorrieL, Champion

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But you can choose instead to send an email to exedelistens@viasat.com.  there will be a short wait to get an answer back, but the customer service reps at that email address are know for being excellent and they can help you try to sort out technical problemsl.  and no waiting on hold--just waiting to get a reply to your email.
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Steve Frederick-VS1/Beam314, Champion

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I am also a member of the other Wildblue forum, and there are lots of people posting on that board about doing gigantic downloads during the LNFZ from sites like Steam (for games) and Hulu and Netflix. Some are saying that they do as much as 300 to 500 GB per months. There are programs available to schedule the downloads in advance so you don't even need to stay up past midnight. It may be time for Exede to think about putting a limit on how much data one can use during those free zones.
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RickyP033

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It's not even the FREE zones anymore. The "NEW" plans don't have free time, and are very limited for the price.
Us, oldies are suffering. Since Aug...this is about  (at least) the 5th change they've made and I believe the worst one yet for the money.


I'm supposed to get 12/3...but since the NEW plan they started capping my speed when it get around 30GB.
I didn't know exactly why until I saw that they had changed plans AGAIN.
Bill Date 24th. 
23rd: 3.5/0.5 speed at 11:58 PM
24th: 13.6/2.3 speed at 12:02 AM
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LorrieL, Champion

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Unfortunately people are just sucking up more and more and more data...so LNFZ isn't going to work anymore with that going on.  I would prefer to still see what is basically a LNFZ, but with certain (reasonable) limits as to how much hogging of the bandwidth any one person is allowed to do. A cap per customer during LNFZ in other words.  Otherwise I guess we'll just have to lose it.
At this point, despite the clear slowing of speeds during LNFZ, I am still always able to do what I most like to do which is stream movies and tv on netflix or amazon prime.  No problems at all with that so far.
and could somone help me out here?  I only have access to Classic where i live; what are people talking about when they talk about having a lot of plan changes, like exede is changing plans without the customer's permission or something?  what is that?
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Steve Frederick-VS1/Beam314, Champion

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LorrielL, I have  no idea what they are talking about these new plans. It is my understanding that Exede does not change the plan you are currently on, only the customer makes changes to other plans available at the time. If they don't like the plan they changed to, they can only go back to plans currently available at the time they are trying to make the new change. I do hope one of the social media folks chime in on helping to clear up what RickyP03 is talking about.

I am only eligible for the three Classic plans here in central New York.
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LorrieL, Champion

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Thanks--I have seen more than one posting in the last couple of days where people talk about their plans changing, apparently without their direction to make the change--i am mystified since I like you can only get classic here in Central VA.
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JB

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If we do away with the nighttime zone, I won't be able to do my work any more. I'm a photographer who has moved to a rural spot with no cell service, no cable, no other access besides satellite. I count on the post-midnight access to upload images for customers. A better solution would be to increase affordable bandwidth by day and speed at all hours.
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Exede Lindsey

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Hi Nancy, I’m sorry you seem to be experiencing such slow speeds. I would be more than happy to review your account to see if we can get speeds back to normal for you. Please feel free to send an email to exedelistens@viasat.com. Thank you. 
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J&J

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We must remember that we the common residential consumers are at the very bottom of bandwidth priority.  Who's #1??  The U.S. Military.  They Will get their speed.  From there it goes down the list...  JetBlue has guaranteed 100Mb/sec for every Jet in the air, distributed on board to passengers supplied with 12Mb/sec. per passenger.  I saw last week where another airline has signed up with Exede.  Business small and wide-body  jets get fixed speeds as well but not always on ViaSat-1 depending on where in the world they may be flying at the time.  We blame ourselves for speed problems but much of it is that higher priority customers come first and we get the remainder.  We account for 655,000 customers and that will tax our portion of the bandwidth availability to the limit.  It's not that ViaSat-1 can't handle us, it's a situation where when the kings have eaten, then the commoners will be fed.  This is not a knock on Exede, it's just good business on their part. It makes their progress possible. ViaSat-2 will relieve this bandwith pressure big time so we must be patient with ViaSat and believe in them to be a company that is growing and we will enjoy the fruits of their labors as progress is made.  They are not sitting on their hands, the company history bears witness to that.
(Edited)
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LorrieL, Champion

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Craig, I agree , except for the part where you say we are not really to blame.While I certainly agree with what you describe where some customers are always going to be considered more important and may get the lions share of the good stuff, it is also true that when more ordinary customers begin to start  using hundreds of gb per month, every month, that is a problem.  We need to understand that bandwidth is not an unlimited resource  where the game is to use more and more and more without having any negative effects on what we want.  Hopefully technology will keep catching up to these exponential increases in data use.  
when I read or hear about people who have cable plans with even just 100gb per month, that's hard for me to compare to my 10gb/month allowance, but they see it as normal and quickly see it as their right.
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JB

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But why shouldn't we be able to eventually build to 100 GB per month like cable customers enjoy? As technology improves, so shall (I hope) our bandwidth access. Sadly, our computers and telephones are "improving" faster than our internet access is, so our bandwidth isn't keeping up with our tools (and toys).
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Knight Rider

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Well there are two major factors behind that. 1) NASA retired the shuttle program so there is no way to go to space retrieve the satellite bring it back to earth upgrade it and then put it back. Now second problem with that option is you take every single Exede customer down for months at least while the satellite is rebuilt so that don't work. Now option 2 which they are doing, build a brand new state of the art satellite with all new cutting edge technology that's even more advanced then your last one and add it to your network to meet the growing video demand that people now want.
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Knight Rider

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Also to build a fiber network and build new cell towers or run new cable line to new areas costs far lass then the half a billion dollar satellite that exede is building and putting into space for us.
(Edited)
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Joshua Barker

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I use the free zone all the time since I'm usually awake for at least an hour during those hours. I have NEVER had it slow down that much until last night. Also, the most I've EVER done during a freezone is a 15 Gig game download.
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LorrieL, Champion

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Joshua, unless you actually speedtest your speeds during LNFZ, you may have a significant slowdown but never be aware of it/because it usually isn't slow enough to interfere with what you want to do.  the only reason I am really aware of how slow it gets during LNFZ compared to the high speeds I get during the day (nonprime time anyway) is by doing speedtests.  sounds like something really major went on last night that slowed speeds so badly that no one could miss it.  there are plenty of people like you (and me) who love the LNFZ and never use anything excessively--but we are going to get hurt by the folks who get greedy --as steve said, some people happily report using as much as 300-500 gb/month!  Cable plans which have traditionally been considered "unlimited" in data don't even allow that--customers that use that much on some cable plans get letters telling them they need to quit their excessive use, or else.  I am hoping, exede will find a way to do this kind of limiting as well.
(Edited)
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Joshua Barker

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Whatever it is, it's still happening. I only had normal speeds for a few hours yesterday. This is getting to be ridiculous. If it's due to the geomagnetic storm that happened, you would think they would know about it.
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Phil Shevlin

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I have only Ben getting 0.5 mb download speed for a week. Rebooted modem, etc. no real change. I get bettered speed when I'm being throttled after going over my cap.

Something is definitely going on. This sucks.
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Knight Rider

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I get the frustration but send an email to exedelistens@viasat.com with account and contact info and they can run some tests and stuff on their end and get you fixed
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Phil Shevlin

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called and they fixed it.  they said there were "errors" that they fixed by resetting me remotely.
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Exede Lindsey

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Hi Phil, glad to hear your speed issue has been taken care of. Feel free to reach out to us for any further assistance with your account if necessary. Thank you. 
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Jan Santini

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Mine has been running slowly for 2 months, they want to send someone out to check it but i have to pay for it. I can't wait to be done with this company
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Exede Lindsey

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Hello Jan, very sorry to hear of the concerns you are having with your speeds. I would be glad to take a look at your account and see if we can get this resolved for you, including your service call if necessary. Please send your account and contact info to exedelistens@viasat.com. Thank  you 

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