CSP Problem last 4 days

  • 1
  • Problem
  • Updated 1 year ago
  • Acknowledged
For the last 4 nights around 6:00pm  I loss my internet your ViaSat Modem page shows Disconnected on Client-Side
Proxy Statistics.   Nights 1 and 2  I did all your recommended test nothing work.  1st night service magically came back around 3:00am   and once again disappeared the next evening.  2nd night same thing.   3 rd night I did nothing to my system went to bed and the next morning I had service.   Wife stated service was up and running all day long.   Tonight same thing.  This problem is coming from your end after reading some older reviews on your web page I noted  JEP CHAMPION  Post  

This thread is a year old.  You might have better luck starting a new one.  If you are on Liberty Pass, it is not uncommon to be "disconnected" during prime time.  


So am I be disconnect during Prime time??????   I sure as hell am paying for PRIME TIME SO whats going on. 

Thank you David

FYI  By the way since your internet is down I am having to use my phone as a hot spot if this problem doesn;'t get fixed fast You will be lossing a 6 year customer>
Photo of David Christian

David Christian

  • 25 Posts
  • 3 Reply Likes

Posted 1 year ago

  • 1
Photo of David Christian

David Christian

  • 25 Posts
  • 3 Reply Likes
More prove they are doing a disconnect it's 2:01 am EST and my Magical Modem is up and running. I am connected on the client side again. this being the 4th night.   This should be illegal.  I am paying for a service and I am being denied the service during prime time.  Hello Excede I live in the Freaking EST time zone which means I will most likely be using my service during that time of the evening. It's one thing to slow my service down, but this is beyond ridiculous. total disconnect from 6:00pm to 2:00 am.  And your the ones who talked me into switching to the higher plan.     

Just checked my Excede  Account I have used 2.5 gigs of my 25 gigs I paid for.  9% of my 25 gigs  I am on the Liberty 25 plan.  and get this since  I  Paid on 09/24/2017 $85.69  and this is how a customer is treated?  I am 33% though my billing cycle for this month and you have decided to disconnect me during PRIME TIME??????  

Below is My
Plan Details  From Exede Account Management Page.  Note no where does it say we will disconnect a heavy user.   Furthermore why would you punish a heaver user who is paying a heaver bill for the extra DATA???????

Liberty 25 + Free Zone
This plan includes 25 GB of Priority Data, delivered at up to 12 Mbps download speeds. If you use up your Priority Data, you get Liberty Pass, which gives you enough download speed to continue to use the internet. You also get the Free Zone from 3 a.m. – 6 a.m. daily, where your usage isn’t counted against your Priority Data and your speeds stay fast, even if you’ve gone over your Priority Data allowance.
Priority Data:  25.0 GB per month
Includes Liberty Pass

Liberty Pass provides download speeds of 1-5 Mbps during morning/daytime hours (typically 2 am - 5 pm).  Speeds may be slower in the evening (typically 5 pm - 2 am).  Heavier users of Liberty Pass may experience slower speeds than lighter users.

Photo of Matt B

Matt B, Viasat Employee

  • 843 Posts
  • 433 Reply Likes
David,

I'd like to take a look at your account.  We don't disconnect customers unless they do not pay their bill, definitely not for hours only.  

Can you please send your account info to us at ExedeListens@viasat.com?  Let's get to the bottom of this!
Photo of Bev

Bev, Champion

  • 3076 Posts
  • 1291 Reply Likes
Send that email. Mine did that not too long ago. A reset from the Viasat (or via eSVT) fixed it for a day or two. I got a service call ASAP, looked to Viasat like a bad modem. Turned out it was a combination of the cable and the TRIA both having minor issues. a service call fixed it right up.
(Edited)