Factory reset my modem, now it’s broke.

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So I needed to forward a port in my router(new Viasat WiFi modem) and I couldn’t get the default credentials on the unit to get me access. I pushed the reset button everything reset I was able to get In but it seems to have messed up my internet. I always get 100-150 mbps down that’s raining to sunny in peak times. After the reset I only get 5mbps down and the Viasat app says there is a problem with the modem. I have talked to Viasat support and have been escalated twice and no one can seem to understand what’s going on. They keep telling me to reboot it, and the last one was like I can’t see that you rebooted it but are the lights blue. I said yes and she was like then your fixed bye. Any help is greatly appreciated. Should I try to factory reset it again?
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An0nG33k

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  • frustrated

Posted 5 months ago

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Harvey Mueller

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Is the 5 Mbps wired or wireless? Diagnostics seem to indicate only problem w wifi. What is the speed wired vs wireless? Have you power cycled the modem? Maybe the factory reset wasn't a clean reset for whatever reason. Doing it again will only reset what you just reset so nothing to lose.
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An0nG33k

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Both wired and wireless, are getting the same. The modem status page shows web acceleration disconnected.
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Steve Frederick, Champion

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Send an email to viasatlistens@viasat.com. That goes direct to corporate employees who have tools to get to the bottom of your problem. Be sure to include your account number and a phone number.
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An0nG33k

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Okie dokie, doing that now.
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An0nG33k

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any kind of ETA on a response? hours,days?
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Steve Frederick, Champion

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They normally respond within 24 hours, but being the weekend, it may take a little longer.
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An0nG33k

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Update, after contacting viasatlistens I got a reply from a corporate employee who told me to call back and speak to the engineering team. I did so and they told me my account said to go to tier 3 not engineering, but they could only send me to their tier 2. Ok but then I was told they would call me back. They did not. Then a call was scheduled after that and they did not call again. I reached back out to Viasat listens and was told they wanted to send a tech out to replace my modem. The technician came out moved the dish lost connection and tried 3 modems and then could not get signal back. The modem is now stuck in ranging. After 5 hours he left and said they updated my ticket and tech support would update me. After 2 days I reached out to Viasat listens again for a update. It’s been 4 days and once again I have heard nothing. So I figured I would reach out and chat with support. They told me that my case was closed because a tech was scheduled on site and that there have been no new updates on my account. I’m completely lost and I’m paying $200 a month for 100mb down and I have no service. I have never been late on a payment and my account is in good standing. I even pay the extra for the support package. I don’t know what to do.
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An0nG33k

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Updated image of what the app says after the service technician came on-site.
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Bev, Champion

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It sounds like you've had a rough time with tech support and, with your service. Fire off another email to Viasatlistens@viasat.com. I'll also send a note for them to pay attention and see that you get back online ASAP.
(Edited)
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An0nG33k

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Awesome, thank you.
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Andy Schack

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I don't know why in the world the tech would move the dish! Signal wasn't the issue. From what I've read about your situation, all that was needed was to re-enter the modem keys for your beam. This is done by clicking on "install" under the modem header on the modem's home page 192.168.100.1

Is it ANY wonder that I do ALL my own installations!?!

Andy
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Markgc, Champion

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Agreed Andy and that is the same reason that I do all my own automobile work
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An0nG33k

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Yeah and we have done that 20 times since he moved the dish. Goes through getting everything set to green. Click finish the. The status changes syncing>synced>ranging and gets stuck on ranging for about 5-10 minutes then it tries to go through syncing>synced>ranging all over again and has been doing that for 4 days now. The tech support that the on-site tech called said it was on their side “a network issue”. But here I still set with no update.
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Bev, Champion

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Yes, and, make sure the tech also checks your dish alignment since the previous one moved the dish. Don't let the tech leave until you have service. Call Support or ask the tech to call Viasat for you if need be to get it working.
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Jim16

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Did the second tech move him back to VS1?

"This guy can out and immediately was like man look at this he has it set to 120 degrees it needs to be at 60 degrees. Or vice versa, I can’t remem which it was set to originally. I would have to go look at what it’s set to now. Then he moved the dish and then he installed another tria. I almost feel like this one doesn’t look the same. But I could be wrong."
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Bev, Champion

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That was my thought too Jim, the second tech had no clue and, aimed a VS2 TRIA at VS1. I don't know since I am not an installer but, Diana and the Denver team got a service call set up so, it should get fixed now.
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An0nG33k

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This has been a long hard month. The first person I spoke to yesterday I told them that I got a email from corporate telling me to call and ask for tier 3. The person said to me, sir our corporate employees never have conversations with customers and I can’t just send you to tier 3. I was so mad. Finally I guess he saw a note on my account because he just blind transferred me to tier 3 lol. The tier 3 lady and engineering team were very professional, looked over everything and kept me updated.

Thank all you guys for being here and helping me through this so far.
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Bev, Champion

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You're more than welcome. The call center apparently has no clue that we can email Denver (The residential corporate office) directly. LOL

They also don't seem to know that some of us Champions have been to the Denver office and, actually know many of the people there and, put faces with names. Tier 3 knows that, some of us have met some of the tier 3 people face to face - good people and, yes professional and courteous to customers.

The tier 1 call center, not so much sometimes. If I have a problem I email or post on the Twitter page, never mind the call center unless it's a minor question and not really a problem. :) (Like is there a weather or maintenance event affecting my beam or gateway? when my service is off and, I can't find the cause.)
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An0nG33k

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24hrs later no update.
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Bev, Champion

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I did get a reply to my note and, again linked them to this thread. I'm sure someone will contact you tomorrow.
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Markgc, Champion

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Andy,  Can you throw some light on the urban legend that the coax feedline needs to be greater than a certain length?  I think it is utter baloney as I am running on about 15 feet of coax and have never had an issue.
(Edited)
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J&J

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Coax length is immaterial until it's length is so long that it causes losses to the extent a usable signal is no longer present or the superimposed power on the line drops to an unusable voltage level due to line reistance.   Coax is "un-balanced" making the length moot.  Now back in the 1960's and before then, people used "Twin-lead" 300 ohm wires and that was "balanced"  so length could be a factor or the location near metal could have a negative effect on signal.  The urban legend that the coax feedline needs to be greater than a certain length is spread by people with no knowledge of transmission line science.
 
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Bob Lexus

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Actually not true what you claim about minimum cable length.

There was a time in the early days of the augmented beams that 40' was the sweetest spot for performance.

Much shorter than that would prevent one particular software update to download.
I didn't believe it when installer support had me add length to the run but I was all out of rabbits in my hat.

Son-of-a-gun it worked.
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J&J

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Nope... not going to bite into that.  People perish for lack of knowledge.  We used to have witch hunts and burn innocent women at the stake too.  A coax feed line has a characteristic impedance and calculable loss per foot.  One of the few places the length of coax becomes critical is when making impedance-matching balums, or bandpass/reject filters, shunt tuning, and just a few other items not related to getting a signal from point A to point B.  The coax connection from a modem to a tria is not a tuned circuit, it is a pipeline, nothing more and it's length is limited by losses.
 
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Old Labs

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I remember It was a fairly lengthy, rambling discussion back in the Wildblue days over at:

http://www.dslreports.com/forum/r14468619-Minimum-cable-length

My head hurts from just starting to re-read that...

It subsequently spilled over into the older, now-defunct Wildblue/Exede forum and there was some Wildblue engineer explanation given - but alas that's gone now. There may have been some truth to the legend on Wildblue-1 and/or Anik  with older modems (which subsequently became augmented beams as Bob Lexus noted). I believe it has been debunked/disproven  for Viasat-1.

As someone noted in that early DSLReports exchnage leave extra cable in case you want to move the TV or dish ;)
(Edited)
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J&J

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As someone noted in that early DSLReports exchnage leave extra cable in case you want to move the TV or dish ;)
Yup... That would be a logical reason for a arbitrary length being longer than immediately needed.
 
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Andy Schack

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AnOnG33k, I'm going to quote one of your last responses and then respond to it.

"I called and tier 3 again and they got engineering on the phone this time and they scheduled a tech to come out Monday. They put note saying to replace the modem and that the new tria wasn’t on my account so that won’t work either. So we shall see. Let’s all hope for the best."
**************************************
3 days ago you mentioned this
"
Yeah and we have done that 20 times since he moved the dish. Goes through getting everything set to green. Click finish the. The status changes syncing>synced>ranging and gets stuck on ranging for about 5-10 minutes then it tries to go through syncing>synced>ranging all over again and has been doing that for 4 days now. The tech support that the on-site tech called said it was on their side “a network issue”. But here I still set with no update."
****************************************
If the modem is going into the syncing, synced, and then gets to ranging...it's seeing the satellite, otherwise it would never get that far....there would be nothing to sync. The modem is most likely okay. If the tech swaps out the tria, clears the modem (if he doesn't know how to clear a modem, have him look under the modem tab and click on configure, this clears the modem of any previously inputted modem keys, then reboot modem) put in the proper modem keys TWICE, let the modem go through all the steps to where it shows "online". It will, after a minute or two, update the modem software and the tria software. Afterwards he can put in the user id that is on the FSM paperwork and confirm a modem swap. No call has to be made to update the tria info, it updates automatically....I tried this here at the house, I swapped my tria to see if it would work without doing anything else, it updated the tria software and I'm using it right now. 

Hope this helps, Andy
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An0nG33k

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Awesome thank you for the info. I’m gonna bring this up to the tech. I feel confident that we will have a win on Monday. I will update you.
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Andy Schack

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Let him know that I'm NOT trying to "talk down to him"....he may have just as much experience with Viasat as I do and may already know all these things (I'm guessing that they will send another tech, not the first one again). I'm just attempting to save him from a frustrating afternoon. 

Be sure he realizes the modem actually gets past the syncing part....there is NO need to move the dish although he might find the need to fine tune things a bit. 

Andy
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An0nG33k

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Diana please help, or Bev or anyone. I just got a call from the scheduling department of the company’s that was gonna send a on-site technician out and was just told my technician had to cancel. First she told me she was a manager and needed to reschedule. After I got upset because I planed for today and can’t be available until next weekend she was like well I can’t make any changes because I’m not a manager. I am so tired of being lied to and this issue being drug out for so long.
(Edited)
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Steve Frederick, Champion

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Today being a holiday, you may not get a response from the Social media team  until tomorrow. I know you are not happy, and you shouldn't be treated this way by the tech company that was supposed to show up to service your equipment. 
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An0nG33k

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They are gonna try to get me in tomorrow afternoon. I was told they have to reschedule because they over scheduled today. This is ridiculous, unprofessional, and just an out right headache. how long will it take to get internet from Viasat? It’s been about 35 days since it worked properly. When on the phone with customer service I get talked down to and lied to non-stop. I get told to call and speak with tier 3 but it takes 35 minutes of being degraded and lied to before they ever want to transfer you. It took 40 minutes and 3 transfers just to be told tier 3 is currently closed. So here I am in the same spot I was in 30 days ago.
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Andy Schack, Champion

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A lot of techs are really struggling to get jobs done right now, especially in large beam areas.....jobs are taking entire days rather than a couple hours. I am pretty fluid with VS2 Large beam installs and I STILL lost about an hour of my day yesterday because of a glitch and the now multiple reboots that are now the new norm in the provisioning process. It seems that NOW there are some small firmware updates that happen after the modem is in the provisioning process.......the tech doing the install is given NO indication that this is going on until all of a sudden they notice the next prov screen isn't loading and they look over at the modem only to see that it is in the process of cycling again. VERY frustrating....and time wasting. 

I'm telling you this so you'll realize that most likely the tech, when he shows up, will probably already be in an agitated state of mind. I got very close to losing my patience yesterday because I was desperately trying to get 3 days of work done in 12 hrs because of the tropical storm we had barreling down on us and the LAST thing I needed to deal with was stupid GLITCHES. 

Andy
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So true, Andy. The one that installed my step son two weeks ago wasn't the happiest guy when he arrived. Amazing what an offer of a cold drink (water soda pop or sweet tea around here.) and offering him a few moments to sit down in an air conditioned living room does for an installer's mood. :)

By the time he was doing the provisioning, we were all laughing, sharing stories of internet woes, talking HVAC- his former job and , joking around. He left smiling and with a fresh thermal mug of sweet tea and, my step son got a fantastic install done in about 3 hours. (2.5 actual work, half an hour letting the poor guy cool off and have a cold drink while he went over the details and expectations with my step son.)
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An0nG33k

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I agree , the last tech was very happy and in a good mood. last weekend when he was outside, I was right out there with him. He needed help with a few things. That’s no big deal. I will help with what I can. Also wife went to town and got us some cold drinks. I loaned him my laptop for the install since he didn’t have a computer. Also let him use my cell phone to call support for a good hour and a half because he didn’t have one with him I guess. I smoked ribs and barbecued chicken for today, even bought extra for the installer.
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Bev, Champion

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Yeah, if one showed up here today, he/she would get one heck of a feat from all the leftover meats from my Memorial Day feed everyone on Red Bluff cookout yesterday. I just couldn't let him/her have the apple pie drink in the fridge - well unless I wanted to get out an air mattress for him/her to sleep on - no driving drunk around here. :P
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An0nG33k

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2 hrs until my technician will be on-site. i'm so excited.
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An0nG33k

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they replaced the Tria, the modem and set everything back up again. i now have internet. only getting about 15-20mbps down on the 100mbps down plan. that will be the next step. im just happy i have internet again.
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Bev, Champion

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Give it until mid week, then around 7-10 AM see what speeds are like for you. Avoid the worst of the summer kiddies online and, get on to test before too many users are on your beam. If it's still under 50 on 3-5 tests, email them again. Should pull 50 mbps or better off peak but, off peak is a smaller window now that it's summer vacation time.

15-20 peak is not bad for this time of year. Some would love to have that even odd peak on some beams and, on some plans.

Being on a 25 Mbps plan, I'm delighted with 15-20 Mbps. :)
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Calvin Comarsh

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Hey there i got into the modem login went to install now they want a modem key jw where do I find that?the first day we got the install I pushed the reset too long now I only get access for 2 min then the enet stops working....
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VeteranSatUser, Champion

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Only installers have the key. You will not be able to do it. You will need to contact tech support.
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Andy Schack

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Moral to the story, power cycle, don't reset. 

Andy
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GabeU, Champion

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Yep!  I've seen too many examples of people doing the same thing with a HughesNet modem, then needing a truck roll to fix it (reinstall) and the customer having to pay for it.  

NEVER push the reset button unless instructed to do so by a rep.  
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Old Labs

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Then Viasat shouldn't instruct users to do it as a general troubleshooting recommendation in the FAQs or at the very least include that as a disclaimer:



(Click to enlarge)

https://help.viasat.com/articles/General/Viasat-WiFi-Gateway-FAQs

It's in the user guide also.

Moral to the story... people do what they are told they can do when they lose their ability to play Candy Crush. The only specific caveat here is that that password will be restored to its default if you hold for more than 5 seconds - not that an installer visit will be required to reprovision ;)
(Edited)
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Andy Schack

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WOW! Not exactly sure why they would have a customer press a button that could easily disable the modem. I've always told my customers not to even LOOK at the reset button.....I just took it for granted that it would wipe the modem of all data, including the modem keys. 

Makes me wonder if when the tech shows up......is the system going to treat the reprovision as a modem swap OR as a new provision. Reason I say this is because a NEW provision would require loosening up the dish and going through the point/peak all over again....that would be a pain. 

Like I said, moral to the story....power cycle, don't reset. 

Andy
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Andy Schack

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OL, I left a 3 star rating on that FAQ page and in the comments mentioned that the part about pressing the reset button should be deleted. Who knows, maybe they will. 

Andy