Continuing loss of Connectivity

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  • Problem
  • Updated 2 months ago
  • Acknowledged
I had this system installed about 2 weeks ago and I'm continually losing uplink. I live in a rural area and had been suscribing to DSL, which was getting me about 5-6Mbs. I did a lot of research and Viasat looked like a pretty good way to go. We are paying for 12Mbs and on average, getting 15Mbs: when we're connected.
We loose connectivity on average, once a day. Calling Tech Support and being told to 'reset the modem' has become old. Yesterday I was on the phone and I lost uplink (I have voice too. No cell service out in the sticks) so I had to wait for uplink again to start the 3 hour process of getting back to tech support. The second time I spoke to tech support, the tech said that they were showing my modem off line even though I had connectivity. I asked for a service call to have my modem swapped out and the tech had to wait for authorization from his supervisor. The supervisor told him to reset the modem from the uplink site rather than a service call, which I thought to be useless. I asked to speak to the supervisor and was told that she would have to call me back.....in 24-48 hours!
My wife runs a business from home and a large part of that business is video conference. She is loosing clients. Needless to say, I am pretty frustrated! I chose the 'Easy Care' option for problems such as this. Technical support needs serious work. I spent 38 years as an electronic technician and have a pretty firm grasp of how satellite uplink works. I think the install was solid. The tech who did it was sharp and answered all my questions about shielding, grounding, etc. I need this problem resolved......soon
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Ross Babcock

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Posted 2 months ago

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VeteranSatUser, Champion

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You gave up 5 to 6Mps DSL for satellite internet? You also do a lot of video conferencing?

What did you see that indicated satellite internet looked good for your needs?
You actually are getting great speeds though. Never had speeds like that !
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Jim16

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You may want to seriously think about switching back to your 5-6Mbs DSL, especially if your livelihood depends on it.  What problems were you having with the DSL?
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Ross Babcock

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The reason I chose Viasat was due to the satellites being used. In 2015, Viasat-3 was launched and it's a Boeing 702. The 702 operates in the Ka band of microwave at approx. 3-8 Kw. They are rated at terabit throughput.  
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Old Labs

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FWIW, none of the 3 satellites in Viasat-3 platform have launched yet - that's currently estimated to be in the 2019 - 2021 time frame.

Viasat-2 launched on June 2017 and didn't go into commercial service until February 2018.

Your other post mentioning fan speed and CPU temperature suggests that you are on Viasat-2 which has a total capacity of about 260 Gbps (down from the original estimate due to antenna deployment issues).
(Edited)
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Ross Babcock

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I got the info from the internet......it has to be true......LOL
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Ross Babcock

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I increased my bandwidth from 6Mps to 15. I am quite happy with the bandwidth. I am unhappy with continually loosing my connection. 
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Jim16

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 What problems were you having with the DSL?
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Ross Babcock

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As I mentioned, low bandwidth and having to pay $150/mo for it!
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J&J

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Ross Babcock

If that was my system......   I'd go to 192.168.100.1 and watch.  If you have dual monitors or more, leave that showing all the time and see if there is a sudden crash, and what failed.  Cable resistance is the suspect. This is rather well designed equipment but the external susceptible link in the system is the coax.  "Just for drill" un-plug the ViaSat modem and check the depth of the center conductor at both ends as sometimes an installer may trim the coax end too short leaving the center conductor too short to properly penetrate the connector of the modem or TRIA.   This is something you can verify and eliminate as a cause.
 


(Edited)
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Matt B, Viasat Employee

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Ross,

I agree with Judge & Jury above.  Check the cable run, and see what your values are showing at that IP address.

I'd also like to take a look.  Please email your account number and a description of your issue to us at ViasatListens@viasat.com.
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Ross Babcock

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I did go through all the F connectors and check center conductor depth and checked for moisture. All good. I spent 38 years as an electronic tech and know that 85% of all problems are mechanical or interface. Thanks for the tip though. Sometimes we all overlook the basics.

The system stayed up during a thunderstorm last night and lost sync on a clear, sunny day.  Interesting.
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Ross Babcock

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Looking at the modem stats, I have 0 fan speed and the CPU is operating at  183 degrees F. Is this normal?
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Andy Schack

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Yes. 183 is perfectly acceptable.

Andy
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Joel McKown

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I am on the Viasat 1 salelite with the silver 25 plan for 3 months now, the first 2 months were solid but now of late i am loosing internet connectivity with speed all over the place and this happens way to offen. I have had two trouble logs created when I call tech serrvice for help and each time they tell me to re-boot the modem. Seems to be the standard procedure for resolving the problem. The modem will flash white for hours but is still connected to the internet, seems no one understands why this happens. Had a tech service call but they wont replace the modem cause everything looks OK from here and from their end. I have read these blogs comments and I guess I’m not alone with my problem which scares me even more. I believe VIASTAT has issues that they are not telling us probably because the stock price would be impacted negatively. I’m holding on to the thought that VIASTAT is a reputable and responsible company and they will resolve these issues soon. I am also off the grid but I have access to DSL if needed and I’m willing to pay the price to disconnect VIASAT for a more stable internet environment if they continue to ignor these connectivity issues. Just re-boot. ...LOL... one thought is to put the modem on a timer to re-boot daily just to stay ahead of this game.
(Edited)