Disconnected for days at a time.

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  • Problem
  • Updated 8 months ago
For the past month I have lost my internet service on most weekdays. I get some connection on the weekends. I just got it back tonight. My server location has been shifting back and forth between Chicago and Toronto. This happens even when I'm not on the Liberty plan. We have been checked out by technicians and everything checks out, yet come Monday I lose service. My wife was on the phone for 3 hours on Friday trying to get answers and yes we did call on Monday when we lost service. This is beginning to be weekly problem. Any suggestions?
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Jim Noordhoek

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Posted 8 months ago

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xode0000, Champion

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The next time you lose service, you might want to go to and take a screenshot of that page and any errors it shows so that this problem can be tracked down.  That screenshot will contain your personal account information, which you will want to remove before posting that screenshot on any public forum such as this one.

If you are not able to pull up that page, it means that your modem is not working and that it needs to be replaced.  Even if the satellite connection is not working, you should still be able to pull up that page since you are only going to the modem at your location.
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Steve Frederick, Champion

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Jim, I don't know where you are getting the server location information from. Exede does not have any gateways in Toronto or Chicago. Are you referring to the server location that shows when you are running a speed check on speedtest.net?

Here is a link to the Exede beam maps, showing the gateways that serve each beam.


If your modem status page does indicate that you are not connected, you need to send an email to exedelistens@viasat.com and have the moderators check your modem with the tools they have available to them. Be sure to include your account number and a phone number. Do not post that information on this forum, as it is available to anyone with an internet connection.
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Matt B, Viasat Employee

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That's my guess too, Steve.  

Jim, take the screenshot suggested by xode.  You can post it here for the forum members to look at for info.  Also, send your account info to us at ExedeListens@viasat.com.  I might be able to see some cause from my side as well.

-- Exede Matt B