Factory reset my modem, now it’s broke.

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  • Problem
  • Updated 1 month ago
  • Acknowledged
  • (Edited)
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 1 month 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.