Drops connection at same time every morning, than claims it is nothing wrong with there service

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  • Updated 8 months ago
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connection drops at same time every morning, every day. When I talked to them about this, they said it was my router. We replaced the router with one they recommended, still have same issue.   It seems to only drop during there "free time zone" times, never during the reg time. It makes getting anything done hard. I am starting to wish I just kept with the dial up and not gone with them. Dial up might have been slow but at lest it was more reliable than this company is. 
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Holly Lsl

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  • frustrated ,disgusted,feed -up

Posted 4 years ago

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Exede Kimberly

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Hello Holly, I'm glad to take a look into this issue for you to see what I can find. Please send me your info to exedelistens@viasat.com. Also, if you have any issues like this again during your LNFZ, make sure to give us a call asap to take a look. Our diagnostics systems are set up differently during these hours so that we can address any issues that may pop up.
(Edited)
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angela goode

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I have a problem with the connection dropping all throughout the day and night. It seems to happen about 20 times a day. Have talked with too many people and usually have to unplug and restart everything but it still does it. Had enough of it


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JEP

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Angela - When your "connection drops"  what are the lights doing on the modem before you reboot?
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JEP

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Holly - This is no help to you, but it is a funny story.  Years ago, it seemed like whenever we ordered a DirecTV Pay-Per-View movie that DirecTV would drop out for a few minutes at the beginning of the movie.  Otherwise the system was solid, except when we ordered a pay movie!  I finally figured out that it was the microwave oven jamming DirecTV.  When the kids went to pop popcorn for the movie, it would shut down DirecTV.  (We got rid of that microwave).
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angela goode

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the middle blue lights are blinking


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JEP

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Angela - If the top light is on solid and the middle two lights are rapidly blinking when you lose Internet, then it likely is not a problem with the Exede equipment.  If the bottom light is out, then the modem is not connected to your router (if you are using one).  If this happens "20 times per day" can you hook your PC directly to your modem and see if you still have a problem?
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Exede Kimberly

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Hey angela, you are welcome to send me your info as well to exedelistens@viasat.com for me to take a look and see what's going on.
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Holly Lsl

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I was able to have issue solved. After a month of fighting with tech, I finally got someone who knew what the problems was, and solved it. Our modem was messed up.  She credited our account as much as she could for all the problems we had, plus us buying a new router that was not needed. We have only been with company 7 months.
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Christian

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Hi Holly, when you say your modem was messed up - could you share some more details on this? I'm also having similar issues with my cellular gateway going down for many hours at a time.

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