disconnected every day

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  • Problem
  • Updated 8 months ago
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Ever day since labor day weekend i lose my connection at least 4 times a day every day. This started when people moved in across the street and get their internet thru their satellite tv service. How do i solve this issue ? getting tired of this problem
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Wolf Dog

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Posted 8 months ago

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Bev, Champion

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Whatever your neighbors have has no effect on your internet unless it's the wifi connection and the modem is still online. If that is the case, they may have a router or other device that interferes with your wifi. Change the band or channel on your router or, ask them to change theirs.

Otherwise, the best thing to do is call 855-463-9333 when you are disconnected so that Customer Care can troubleshoot with you. Be patient and do as they ask in the process.
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Wolf Dog

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no idea how to change the band or channel on my router
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Brandon Roding, Employee

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Hey there, Wolf Dog - does your modem have a ring of lights on one side?  If so, you can use the ring to see if the problem lies in your connection to the satellite or in your local WiFi network.  The light ring is typically blue when everything is operating as expected, but will pulse white if disconnected from the satellite and trying to reconnect.

If you're seeing the pulsing white ring, give our Care group a call at 855-463-9333, as they can help identify root causes and send a truck out to fix any issues, if necessary.

If you're seeing a blue light ring on the modem, but your devices won't connect, it's time to start diagnosing WiFi issues, one of which Bev highlighted in her post.  Care can help with this as well, though you'll need a PC or mobile device to access the modem settings.  Though Care can't yet change any local settings on your modem, they can help walk you through the process.

And finally, feel free to respond here if you're not having luck or don't feel like hanging out on the phone.  I'll be watching this thread and will continue to help here if it's easiest for you.
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Brandon Roding, Employee

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That's great news!  Keep in touch - don't hesitate to let us know if you have any issues down the road.
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Wolf Dog

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not 100% sure if that was really the problem as the neighbors are not home as i type this. and it just disconnected again. that's 5 times today
(Edited)
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Bev, Champion

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Call Customer Care, let them have a look while it's disconnected. That's when they may be able to see the problem better.
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Brandon Roding, Employee

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I'll echo Bev's suggestion that you contact our Care group.  If your modem keeps disconnecting, an agent could see root cause indicators when they look into your service, even if you're not seeing a disconnect at that very moment.

Also, another contact option (that I was remiss in omitting above) is our email contact for customers: exedelistens@viasat.com.  They can support you with more specific advice for your service, similar to the level a Customer Care agent can provide.
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Wolf Dog

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Just go off the phone with customer care. they couldn't find a problem. i called while i was disconnected