• Report: #985692

Complaint Review: EXEDE ViaSAT Internet

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  • Submitted: Fri, December 21, 2012
  • Updated: Fri, December 21, 2012

  • Reported By: NEWEXEDEUSER — London Kentucky United States of America
EXEDE ViaSAT Internet
Internet United States of America

EXEDE ViaSAT Internet EXEDE Satellite Internet does not work with online college classes provided by Pearson ED , Internet

*Author of original report: Should have stated in Rebuttal: Initial connectivity to www.myitlab.com 100% improved but navigation in website is limited

*Author of original report: Exede Interenet still will not consistently connect with Pearson's online College Courses

*UPDATE Employee: Fix from ViaSat

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EXEDE internet does NOT allow access to online college courses provided by pearson.com

I contacted EXEDE several times within the the first month the service was installed.  Being a network techinican, I ran several network sniffer programs and pinpointed the problem.  EXEDE satellite internet did not allow certain png files to load (there were several malformed packets-  always on the same two files).
I literally begged EXEDE tech support to please do a "join me" session so they could see what was going on as my network sniffer ran.  When they refused,  I asked to email my sniffer logs.    Their tech support told me their LAWYERS would not let them perform a "Join Me" session NOR could I email my sniffer logs to them. 

EXEDE sent out a Questionnaire about 1 month later after I signed up for the service.  I explained all of this to them.  I have yet to here from them.  

Bottom line, if you are a college student with no broadband option and your university utilizes PEARSON'S online courses, DO NOT GET EXEDE internet.  You will not be able to access your online PEARSON class and EXEDE support will not help you at all.

This report was posted on Ripoff Report on 12/21/2012 06:25 PM and is a permanent record located here: http://www.ripoffreport.com/r/EXEDE-ViaSAT-Internet/internet/EXEDE-ViaSAT-Internet-EXEDE-Satellite-Internet-does-not-work-with-online-college-classes-985692. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Should have stated in Rebuttal: Initial connectivity to www.myitlab.com 100% improved but navigation in website is limited

AUTHOR: NEWEXEDEUSER - ()

I should have clarified in my previous rebuttal that I have seen a 100% improvement in connectivity to the web site; HOWEVER, navigating within Pearson's  myitlab.com still seems to be a major problem with EXEDE internet.  I am constantly getting kicked out when I move from one area to the next within the site.  It doesn't kick me out completely... but will simply go back to the original page I was on before I tried to navigate to other areas (like viewing grades, assignments submissions, etc). 

I sometimes can get to these other areas within the site in maybe 15 to 20 tries... and that is a BIG MAYBE.  On occasion, I can go completely out by shutting down my browser, log back in to the website, and navigate to where I need to be in the first try (rarely... but to be fair to EXEDE it has happened before).

I would appreciate if EXEDE technical support would reach out to me and lets do a remote session while I am running a network sniffer so they could see exactly what is having issues with their system.  I am sure they have the technicians that could resolve this. 

Just and FYI... it is not a browser issue, I have tried this on IE, Chrome, and Firefox and the issue still remains. 

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#2 Author of original report

Exede Interenet still will not consistently connect with Pearson's online College Courses

AUTHOR: NEWEXEDEUSER - ()

Although I have seen an 100% improvement in connecting to the main site at www.myitlab.com , it is unfortunate to say that  I have about a 5% to 30% chance of navigating to other areas on the website (for uploading assignments, accessing submissions, etc).  This issue is NO WHERE from being resolved.  I teach 3 college classes from Pearson's platform and it is so frustrating that I cannot prepare for my classes from home using ViaSat's (EXEDE) Satellite Internet. 

My contract is up with EXEDE in Oct 2014 and I will be switching to Hxxxxxx Net... according to everything I have searched on the Internet, they are aware of the PEARSON problem and have a fix for it. 

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#3 UPDATE Employee

Fix from ViaSat

AUTHOR: Exede Nick - ()

ViaSat takes these reports very seriously. We want our customers using Exede Internet service to be able to access any and all websites, especially something as important as online learning. When we were notified of this problem, we investigated what kind of content from Pearson might be causing this issue. The issue was successfully replicated and we developed a comprehensive list of colleges and universities which use the Pearson education platform. On 2/1/2013, this issue was resolved with a change to our web acceleration technology. We have had no further reports of problems with the Pearson education platform and consider this issue resolved.
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