Service offline for nearly 2mo???

[aware]

16.95 down and 2.23 up?

Is this in Excede?

That is unreal! I guess that is why it is rated as #8 at testmy.net?

They show an average of 9.5 Mbps but then it also shows (1.2 MB/s). Why is this? Confusing but the #8 spot looks good.

Elsewhere I found current results for Wild Blue at 1.37, 1.9 and 1.05...kinda dismal by comparison and the averge for Hughes is shown as over 2MB/sec (2.3?)

So why do others say that Excede does not live up to its advertising? Looks good to me!

I have read that testmy gives more accurate results since it uses your browser but I don't think it would make THIS difference!

My HughesNet service may get the same download speed as your upload speed but that MAY change with the new satellite just launched. I have an older 7000 system, not the newer Spaceway 9000 system...

I would like to understand this better and know if Excede download speeds are REALLY that fast!?

Thanks,

Ben

[MarkTwain]

I have read that testmy gives more accurate results since it uses your browser but I don't think it would make THIS difference!
<snip>
I would like to understand this better and know if Excede download speeds are REALLY that fast!?

Below is what I got on dialup on June 20th three days before Exede and what I got on Exede on June 26th.
For the past week or so most of my speeds have been 21-23 Mbps down and 2-2.5 up.

[Phainein]

16.95 down and 2.23 up?
I would like to understand this better and know if Excede download speeds are REALLY that fast!?

There are two sides to Exede...5 mbps Exede...and 12 mbps Exede.

During off peak hours, one can see those speeds. I'm on Exede 5, and can experience this and higher during off peak hours.



On Exede 5, my speeds drop to about 1/2 advertised during primetime.

On satellite, YMMV...

[jimcoe]

I have now installed about 20 Exede 12s. ALL have exceeded 12 mbps at install - some even in the 20s and 30s. In following up with my customers I have heard of speeds dropping as low as 4 - 5 during prime time. The biggest complaint I've heard is from one customer who has to use Opera to get his most used web site. (You can find several posts in this forum about others who have experienced the same problem.)

[wm4bama]

Also, testmy.net "Average" speeds for Wildblue/Exede that is reported can be somewhat misleading because the web site has no way of knowing what speed package the user has when they do speed tests...so, they "Average" all Wildblue user's speeds that have the 512kbs, 1mbs, 1.5mbs, 5mbs and 12mbs packages...so when you look at the "Average" speed reported for any ISP be aware of how that number is calculated.

[aware]

I thought that they might be lumping all of the plans together, thanks.

They show an average of 9.5 Mbps but then it also shows (1.2 MB/s). Why is this?
Confusing.

Ditto with the speeds posted above: 17.8 Mbps and then it shows 2.2 MB/s. I assume that Mbps and MB/s DON"T mean the same - although they APPEAR to.

[Phainein]

9.5 Mbps but then it also shows (1.2 MB/s)

mbps is not coequal to MBps

Little "b" is bits, and big "B" is bytes.

Calculator here.

[wblues]

Wow, Pg2 looks like its been spliced in from another thread

For the record. My site is 15 miles from the Jonesboro city limits. Jonesboro has a big university that draws people from all over the world (there seems to be an international student outreach program)

My situation seems like a special case. I would assume anyone living in the area must be subject to the same nonsense. It is more or less a black hole of service which no one at WB or ViaSat has cared to acknowledge so far.

The resolution was identical to what I experienced 7yrs ago. Basically WB hands my service call off to a company called AIG (not the disgraced bank) which the service tech told me is almost definitely not a small local outfit... and then WB forgets about it. AIG then tells WB that my site is not in its jurisdiction. And ignores the service call. WB doesn't listen apparently to AIG's response. And so it is up to me to keep calling back, until by shear luck and increasingly disgusting amounts of downtime the situation is brought to the attention of a supervisor. And then someone is sent out from a state over. 7yrs ago it was Oklahoma. This time it was Tennessee.

I was lucky in that on about the 4th time I requested a service call through the support call center. Instead of being told that I would receive a call within 72hrs (which never comes) I was told that there was one slot available, and was signed up for that appointment. Could have been the support staffer did not know that I was in a black hole, but either way an appointment was made...

On the day of that appointment we were phoned about the service call that morning by the dispatch center. It was only by a stroke of luck I think that we eventually got serviced. The account is registered with my grandfather's perma-residence; and we can't undo that if we tried. So he is woken up and informed about the visit. And he makes an off remark about a doctor's appointment that morning, and then phones me. I assume his remark gave the impression that the visit was requested to be canceled. So I get the number that called him from him, and call that number to assure the people on the other end of the importance of the visit. Then later I am called back and told that the call was canceled, and that I would have to call the WB (ViaSat) support line to undo the cancellation...

I followed orders assuming the visit was canceled for the reasons explained. But by chance I get someone on the phone that seems more competent and confident than usual, and we agree that the call was cancelled, as the note said, because there was "no one in the area" to make the visit. Of course this seems like insanity unless the one person in the area got sick or something. But it furthered my suspicion that the staffer that arranged for the call did not realize that I had no coverage and signed me up anyway.

It was only at that point that the current staffer had got in contact with the attendant at the dispatch center that had been working with me, and everyone ended up in a conference call (which I was not privy to personally) which amounted to my being promised by a supervisor that someone would be coming out a few days later. 2.5 months later my internet was working again thankfully (there was a bump though when the first modem tried turned out to be a dud, and the weather was a bit iffy that day)

7yrs ago, my memory is spotty. But AIG was the problem. And I think it took more than 2 months, but there were other problems, such as the local installer that had set us up having done an illegitimate job. Either way, if someone at ViaSat can be directed to this story, I think they have an obligation to investigate this ***** in their armor, and see if there is not many more pockets of the country in the same situation. I have a feeling that this must happen anytime anyone in my vicinity needs service. I am told I am not the only person with WB here. But I would be shocked if anyone would put up with this. I am a pretty tenacious character with a deep seated need for home internet access myself.

I do not know if registering as a business would get me better treatment. But all and all having internet access is worth much more to me than being shorted 50$ a month. It's almost as bad as being denied electricity by an electric company. I feel like there is 0 accountability. The internet and internet access is in the stone age in terms of government regulation and oversight. I feel abused by ViaSat. And I expect to have to fight tooth and nail for credits for the downtime, just like last time. 7yrs ago I think we racked up about 800$ or more in credits. And only got about 2/3rds in the end.

Not to mention the expense out of pocket for sitting by the phone for multiple support calls with an average wait time of 45mins. If you gotta call the best time I found was right when the phones open up on Sundays.

PS: I could not find Chat in the support pages for the longest time. The option may not be available unless the lines are open, or it may just be difficult to find. I was under the impression that ViaSat had disabled chat. Either way I found that the chat people were not authorized to do a lot of the things that the phone people could. This is ridiculous because the chat service tends to pick up immediately. Aside from not being able to chat if your internet is offline. If you can't offer prompt phone service. At the very least untie your chat staffs hands to help your customers!

EDITED: In response to someone about tracking dishes. I was told by the installer that Excede has a "travel pack" service. Which I assume is the vacation home package that was hinted at in early press releases about the new service. My guess is you must purchase it in addition to an onsite service, but I have not looked into it. Some of the features included, the dish being able to aim itself via radio stations, for easy setup (possibly even roaming?) and the ability to start/stop service penalty free, presumably so that you would only be paying for service during the summer months for example. Anyway, my family could use something like this for a lake house, so I intend to investigate the matter further (for the record; if using the travel kit means turning off your main service, we wouldn't be able to take part in the program)

[Exede Lizz]

Hi wblues, I apologize that you have had this experience with WildBlue. I would like to help get this resolved. Please PM me your first name, a contact telephone number and a good time to call you.

[wblues]

Hi wblues, I apologize that you have had this experience with WildBlue. I would like to help get this resolved. Please PM me your first name, a contact telephone number and a good time to call you.

For the record; I've sent a PM. And if it is not obvious--given the lengthy post above. We do have service (working internet) now.

PS: One hurdle I faced with the forum. Without home internet. I would have to register with the forums while running errands in town. The confirmation email would take 12 to 24hrs to arrive in my WB mail inbox. And by that time I had already returned home... and of course when I am next in town the confirmation email has expired, so that the entire process must be repeated again (I've never registered with a forum that was not effectively instantaneous in this respect; it is especially trying when the reason for registering is not having internet service in the first place!)