Satellite > WildBlue Satellite > [Exede] Tired of bad service, What choice do I have?

reply to mwkessler

Re: [Exede] Tired of bad service, What choice do I have?

reply to mwkessler

reply to hdman
Good observation, hdman. Years ago, there were a few Wildblue systems that were not provisioned properly which caused the speeds to be slow. Maybe the tech needs to reprovision your system.
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Wildblue Value Pack, beam 31, Riverside gateway

reply to DrStrangLov
lol..... That almost 2 times the size of our Capitol city.

reply to Spice300

Provisioning has to do with setting up the account properly in Exede's computer system.

reply to DrStrangLov
the only setting I ever set on the satellite was the E-W. I was told because Viasat does not have any other sats close the skew of the sat antenna wouldnt not make a difference. The Satellite had already been provisioned because the tech was able to set up my account and sign my name to it. He was actually able to get a signal and browse for just a few minutes and then he lost signal. He assumed that he had set the system up wrong. After he let I did re-set the satellite dish to the peak E-W. I them came down shut everything off and went to bed. The next morning the system was working. The point I was trying to make was that the tech was able to get on long enough to setup my account, browse for a few minutes but then lost signal. I recall him calling viasat alt least 10 times. Not once during any of those times did they mention to him that my gateway was down and would be down for an undetermined time.Most likely he had the system setup somewhat correctly but no one bother to tell him the system was down. That has been the way it has been my whole time dealing with them. They dont communicate, they will take the gateway down in the middle of the day without giving any one any notice. I just wonder how many times this has occurred?
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Wildblue Exede 12/5 15gb cap. The worst ISP on the face of earth. I also have a account with Millenicom, to back up my unreliable Wildblue connection.

reply to mwkessler
Something strange happened today. Yesterday people were in the neighborhood were handing out flyers on echostar's new satellite and telling us we are eligible for the stimulus act that would basically give us a good sized discount on their service. This morning i got a call from the Corporate Headquarters from viasat. The person had apologized for the treatment and said they had listened to the recorded phone conversation I had with earlier tech support. They then contacted several people on a conference call and I spoke to level 4 engineers that are trying to help me resolve my problem. The one thing we realized is that the attenuation of the cable was very high (5.5 dbs). They had to cut the conversation short because the gateway had gone down again, but I will speak to them again on Wednesday. Now I must give them credit, it does look as if they are trying to solve the problem..BTW Hughes is claiming a basic Stimulus price of $49.00 for up to 20 gb download speed and 3mbs for uploads with a cap of 10gb for the month. You have the option to upgrade but lose your stimulus discount if you do, then the prices I assume are similar to viasats. (we never discussed the advanced prices).
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Wildblue Exede 12/5 15gb cap. The worst ISP on the face of earth. I also have a account with Millenicom, to back up my unreliable Wildblue connection.

Dish was not peaked...Corp will resolve this matter...

Hughes might be using a back door approach for enrolling new customers. $49.00 is same price for NRTC/DISH/...same speeds...same bucket.

PS: Hughes won't be available until November, or so.

reply to mwkessler
Keep in mind that Exede (ViaSat) has three main wholesalers (NRTC, DISH, & DirecTV), who take care of "their business."

Exede does have reps who do quality checks.

I have NRTC via REA (Rural Electric Assoc)...any issues, I go direct to them.

Exede does not want inferior installs....and yes, there will be installs where the pooch was screwed.

When I had WB dish installed about seven years ago, he didn't skew the dish...I suspect I suffered during primetime as the beam filled up. But now, same installer, my Exede dish is skewed correctly; hence, somewhere along those years, he figured it out or whatever.

Hence, if a wholesaler throws up a roadblock, one needs to deal with a corporate level person. To the point, and in less than three short paragraphs, when one is sure the pooched has been screwed.

reply to Spice300

reply to DrStrangLov
I get the feeling that these people were hired from Day temp. Employers. They were not dressed in any sort of company uniform or anything that would identify them as an Echostar employee. They did mention that the service would not be available until late summer or early fall, but I could call or go to the website and see if I qualify and then get put on a waiting list. I think the people were actually unaware of what they were giving flyers out on. lol..... I went to the site and entered in my address and it said I wualified for the Stimulus money, but I think its only the one plan with 10 gb. Because I have 3 users and a daughter that is enrolled into HS/College we need way more than 10 gb. I am actually on the 25 gb plan, and have a feeling we are going to exeedeing that once my daughter starts doing some of her classes online.
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Wildblue Exede 12/5 15gb cap. The worst ISP on the face of earth. I also have a account with Millenicom, to back up my unreliable Wildblue connection.

reply to DrStrangLov
Thanks for sending me the pdf of instuctions. Im going to hold on to it until I fing out what the Corp. Headquarters are going to do for me. II was supposed to meet with them on a conference call at noon today but they again are working on another gateway outage. If I cant get them to fix the install, I might just take whe whole thing down and re do the installation over according to my standards of quality. The one question I have it. Will my istall key I used when setting it up the first time work again or will I need to get another from viasat? I have the origional I used the first night but I am not sire if it will work again.
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Wildblue Exede 12/5 15gb cap. The worst ISP on the face of earth. I also have a account with Millenicom, to back up my unreliable Wildblue connection.

reply to DrStrangLov
I also crawelled under the house to see why my attuence was so high on my cable. I thought it might be running along a power line or next to my florescent lights or anything that would make it that niosy. The only thing I can think of is that there may be a break in the cable itself under the insulation. I have some spare cable from one of the 4g com sat installs we did a while ago. Im thinking of makeing up a 30ft cable and trying it. With an 6.5 to 9.5 attuance on the cable, it could be a big reason why my speed is flexing up and down. It may also be the cause of my packett loss when doinf speedtest .
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Wildblue Exede 12/5 15gb cap. The worst ISP on the face of earth. I also have a account with Millenicom, to back up my unreliable Wildblue connection.

reply to mwkessler
16-digit Modem Key, I think, is just "instructions" for SB2 modem, which is used to set frequency, beam, etc., information. Once 16-digit Modem Key is entered into that install URL, I think one has to finish the peaking process. That PDF is the second update...I did not read it...scanned a few pages...and there was new info there. Based upon conversations with my installer, and on another forum, that 16 digit Modem Key is just specific to a single beam ONLY.

Installers go thru a specific sequence...E/W, then Vertical...and your skew needs to be set before tuning dish. Skew angle would have been on the work order.

On an install with a vertical pole in the ground, if the pole was plumbed, and the wind blew dish E/W...theoretically, one could use a laptop looking at URL: »192.168.100.1/?page=modemStatus , loosen relevant pole clamp bolts, and gently twist E/W and peak the dish on a calm day. Theoretically speaking...the vertical adjustment is not required, if the wind blows the dish E/W, and your pole is plumb.

reply to mwkessler
They are going to send another tech out to check over the satellite installation. This will be the 8th visit by viasat not including the days they failed to show up.
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Wildblue Exede 12/5 15gb cap. The worst ISP on the face of earth. I also have a account with Millenicom, to back up my unreliable Wildblue connection.

reply to mwkessler
This is one of the best speeds I have ever had, especially during this time of day.


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Wildblue Exede 12/5 15gb cap. The worst ISP on the face of earth. I also have a account with Millenicom, to back up my unreliable Wildblue connection.

reply to mwkessler
I was told Speedtest.net with the test location of Salt Lake City was best to use for my beam. This is half the up to advertised speed but was an excellent speed for me especially this time of the day.


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Wildblue Exede 12/5 15gb cap. The worst ISP on the face of earth. I also have a account with Millenicom, to back up my unreliable Wildblue connection.

Speedtest.net simply does not work for me...I tried 8 different servers and get same results...the download test only takes 3 seconds to complete and gives me a very low number..no way this site is using a 12mB file for the test, else 3 seconds would result in a very large download speed.

If a 12mB file is actually used for the download test then my speed is upward of 30mbs... (12x8x1024)/3secs = ~32mbs..

I timed it many times...3 seconds max for the download test.

3 seconds is not enough time for the network management software from AcceleNet to properly work...when you watch a large download progress real-time you see big speed bursts and slower bursts, and if the download is not large enough totally false speed reports are given...

The speed-odometer at speedtest.net shows speeds upward of 15mbs, but test lasts 3 seconds, then the results will report 2-3mbs...so, bottom line is I don't trust speedtest.net for satellite internet speed tests...

Best bet is to use a test site where you can actually select the file size you want to use for the test..12-50mB's in my case..and testmy.net is the only test site that allows me that capability..(not counting the test sites that use web page load times to calculate speeds...don't trust them either with AcceleNet in the loop)...
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Exede12, ViaSat-1, beam 342, Albuquerque Gateway, Denver AcceleNet servers

Speedtest.net uses less than 2.5 MBytes

He needs to use Testmy: Seattle Server (Click towards bottom of Download Speed Test page on Western Server)

Click on a 25 MB test size...