Factory reset my modem, now it’s broke.

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  • Updated 5 months ago
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  • (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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Posted 2 years ago

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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."
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3 days ago you mentioned this
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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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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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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 (VS1-329-L12FZ)

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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