Connection trouble

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I have had exede for 2 months and am ready to quit. It is frustrating to lose connection every evening and every time there is a hint of cloud or moisture in the air.
I have had HughesNet before this and even though they do not have a late night free zone, the service is superior. Superior tools for keeping track of usage, superior uptime, and bandwidth tokens that roll over each month for those times when you need a little extra, and they do not cost extra. I am really getting tired of paying a premium price for internet to get such substandard service.
At this point I want to cancel my account, and I really do not feel it is right to be charged an early termination fee, since if the service performed properly I wouldn't be feeling this way.
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Loren Turner

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Posted 5 years ago

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JEP

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Sounds like you have a marginal install or equipment issues.  Hopefully, one of the Exede folks will contact you and get you the help you need to get up to full performance.  It usually takes a significant rainfall rate to drop out the connection.
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Steve Frederick-VS1/Beam314, Champion

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Loren, as JEP said, it sounds like you have gotten a poor installation. There is a 90 guarantee on the installation, either by calling customer service, or even better, send an email to one of the Exede moderators, Alex or Kimberly, at exedelistens@viasat.com explaining your concerns.

Exede is really a good provider, and you should not be losing  your connection except during heavy rains. 
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Loren Turner

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The problems is, I really can't afford to lose my connection at all, and with hughes I never lost it unless there was 2 feet of snow on the dish. I also am more then a little grumpy about trying to call customer service, when it happens and being told "our offices are closed right now"
This is just poor customer service. I pay 97$ a month for this, and they can't afford to keep the customer service or tech support desks manned? Ok yes, I am spoiled, with verizon or hughesNet or DishTV I can call 24/7 and get someone in which ever department I need. It even says 24/7 on the support contact page, but the robot which loops me around for 15 minutes and makes me TALK to it, which I hate, finally says "sorry we can't help you goodbye"
I think I would rather go back to paying through the nose for the data plan on my verizon cell account, at least I get customer service.
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David Pippin

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When you call, ask for Tech support and you will get a real human who speaks very plain good English and their help is always outstanding. I've been with Exede for over three years and have bee nothing but satisfied with the superior service and tech support that is always there when you need them. Call for Tech support and you will only have to deal with the IRIS system for just a minute.
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George Gainey

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It is possible to cancel without any early termination charges.  Just file a complaint with the BBB.
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Exede Kimberly

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Loren, you are absolutely right in saying that you shouldn't be losing your connection at all. Something is off and if you send me an email to exedelistens@viasat.com, I'd like to do what I can to make it right for you. Let's resolve this together. Look forward to hearing from you.
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Loren Turner

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Exede Kimberly, I have sent you an email at the address shown in your reply
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Loren Turner

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Well, I did get in on the great GB giveaway as a result of my email exchange with exedelistens@viasat.com
For those unfamiliar with this promotion, it is a 'here, have this little treat, since we are screwing over our loyal customers by offering new customers a huge data package for half of what you are paying and we know you are upset about it'
You must email them at the above address and request your extra data allowance. You are only allowed a total of 30GB apparently so choose wisely when you ask for it. Do not ask for it at the end of your billing cycle, wait til your usage resets and then email them and ask for an extra 5 or 10 GB at a time. I wouldn't ask for it all at once... They parcel it out in 5GB chunks
That exta 5GB really makes a difference in enjoyment. I can watch a small video here and there, etc
Be aware that your email alerts do not realize you have been given the extra GB and you will still get warnings even if your 'meter' shows green.
I do not know if this means that your connection will slow down when your meter still shows that you have data left to use etc

I hope they keep things stable this winter, everything seems to be working fine right now, but then the weather has been ok.
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Exede Kimberly

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Loren, I am glad I was able to chat with you and get some GB added to your account. As far as your connection goes, your speeds will stay consistent due to having the extra GB on your account.
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Loren Turner

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Ok I will send an email when my cycle starts over for another bit of extra GB while the promotion lasts...
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Exede Kimberly

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Oh yes, definitely do so and I will take care of it. (:
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LorrieL, Champion

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Loren, like you I had hughes before switching to exede about 6 or 7 weeks ago..but unlike You I have not had problems I am enjoying much greater speeds and more gb per month for the same amount of money I was paying to hughes...and anyone who signs up for hughes now cannot get those free rollover tokens anymore...those were part of the old hughes plan which ended with the upgrade to hughes gen4.  I am sorry about the problem you are having but wouldn't want everyone who reads what you say to think hughes is better than exede,....for me, exede is superior.
I was sorry to see your rude comment after being given 5 free gb....in my life I have over and over again watched providers of various services or products give new subscribers something better than what I had as an already signed up customer--none of them ever offered me anything at all to make me feel better about being "screwed over" as you so sweetly put it...so if that is why exede is doing the gb giveaway, I say thank you.  they don't have to give anything away and I have no doubt that if they could offer unlimited plans to everyone they would...there are reasons there were business decisions made to do it this way at this time, which have been described elsewhere on this forum.
As I have said many times before, complaints are fine, but there is no reason not to remain civil while complaining.
by the way, I have not had any problems with losing my exede connection even when the weather is bad...did you figure out what the problem was?  did  your connection problems turn out to have something to do with data usage and slowed speeds?
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Steve Frederick-VS1/Beam314, Champion

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Lorrie, as near as I can tell the Gen4 Legacy plan is not available to new subscribers, only to those who werre already on Gen4 before HughesNet mode plan changes.
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Steven Edward Masse

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Lorrie when I mentioned legacy I meant the old hughes plan.  I don't think they offer that anymore, but I could be wrong there.  I would think like everything else they wouldn't offer it no more and push out the new package deals they have.  I personally loved the legacy plan they had, when I started having issues with their equipment and shopped around, I didn't like the new packages hughesnet offered, as you said also it took away the free tokens and I think also the free zone.  Even though it offered higher speeds etc, as it stood with the old plans they didn't charge you for uploading and gave a free zone compared to the new plans that charged you for downloading and uploading and didn't offer a free zone.  In case you don't know what uploading is, basically think of it like information, it has to send information, when someone sends you information you are receiving.  Uploading and downloading is sorta like that.  It for most people it's not a huge factor unless they post a lot of pictures or videos to the internet.  And for me since I worked from home and at night time hours and had to vpn into work for a ever daily increasing database, it was critical for me that I had that free zone time.  Each person will vary on their needs and wants.  I'm not saying exactly that hughesnet is better than exede or visa versa, just you have to weight what's important for you and your needs.  That's what it boils down to.  Everything else just takes time to fix or work out.  I had thought about going back to hughesnet, but after my endless fiasco with them, I doubt that will seriously happen.  Heck even with exede right now, if I got a problem similar to them like I did with hughesnet, I would much rather pay more for quality and customer serivce rather than feel like a number.

I know that all was offtrack and I'm sorry about that.  To answer your questions though, yes it was the old hughesnet plan and no I don't know of any existing hughesnet plan that offers the token situation.  They would be the only ones that would be best to give you this information.  They have account representatives that are paid to answer those questions.  I'm thinking that it might be a possibility that they still might offer it somewhere but don't advertise it.  Some companies do that because they would rather you sign up for the NEW more expensive service but the old plans might be there.  The only thing I could advise is if the token deal is a breaker for you, tell them that, maybe to get you as a customer and pull a few things, they might be willing to do that if it would mean them taking your money.  Just the nature of the beast. 

My philosphy on companies seemed to change some with my age.  Before I would only look for the cheapest plans.  Now I look for the cheapest plans but the customer service also.  I'll share an experience I had with at&t and straighttalk.  At&t I paid more, but when I had a problem I was able to talk to a person that spoke and understood english, that helps in resolving the issue a lot these days!  I think for the 8 years I've had them, I've had maybe 1-2 problems, each person's mileage will vary mind you.  Money issues where a factor and I decided to switch to straighttalk.  Needless to say, I spent about 4-5 hours a day for almost a week literally on the phone with them to resolve a problem and it was transfering the number from at&t to them.  My other phone worked out flawlessly, this other one, nope, took hours and hours and days.  Repeating the same thing, the customer service rep not fully listening to your problem.  It's sort of like this 'I took out the sim card and restarted the phone and it doesn't work'  and the representative asking you 'I would like for you to remove the sim card in the back of the phone and please power down your device and restart it.'  At that point I get frustrated because I just told you this is what I did, maybe there's a language gap, I don't know.  But needless to say the moral of the story is, I think I've spent more time on the phone within the past year with straighttalk with multiply problems than I ever have or did with at&t and about a handful of other companies in my life!  So my philosphy now is that sure a company can be cheap, but it means their cutting back on something and 9 out of 10 times its the customer service.

Sorry for the long drawn out, all over the place response.  If I didn't answer your questions, sorry!  I blame it on my meds ;)
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LorrieL, Champion

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thanks, Steve...you did answer my question...I did a great deal of research, comparing hughesgen4 to exede before switching from my old hughes plan to exede classic in august....so I really knew that there are no more free ongoing monthly rollover tokens in the currently available hughesgen4 plans....but I asked you that because I wanted to make sure there wasn't some particular hughes gen4 plan that is only available in certain places, like the exede freedom plan..that is CURRENTLY offering free monthly rollover tokens to new subscribers....
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Steven Edward Masse

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You are most welcome.  Free tokens under exede freedom hmmmm?  I might have to look into this exede freedom, it's been over a year I've looked at plans, might be worth seeing if something new and better is available :)
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LorrieL, Champion

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oh no!  I sure said that wrong....no there aren't any free tokens with the exede freedom plan!  I just meant to refer to that as a program a co has that is distinctly different than other plans...the whole free ongoing monthly tokens issue is just about hughes...
what is great about the freedom plan is the huge data allowance, but it is only supposed to be available to NEW customers who live in a few particular locations in the country...but exede says more data will be coming to all customers eventually....there has to be enough satellite bandwidth available before everyone can have that much data monthly....a new exede satellite is scheduled to go up in 2016.
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Loren Turner

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So it has been about a week since I posted and so far things are solid. I am hoping this continues even when it rains, as the rainy season approaches I do get a little more nervous. I hate it that my job depends on this service and I cannot have full confidence that it will keep working when the weather turns bad. That is when I need it the most. I have a feeling this is going to be an expensive winter since I may have to keep paying for a large data allowance on my verizon account as well as the exede.
I will keep posting here as the winter progresses.
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Richard L. Ray

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Hope things work out for you. I switched from Hughes because their service was abysmal and the system rarely worked. I still have the dish on the ground. Exede works so much better for me, I only lose signal during heavy weather like thunderstorms, and when I lose Exede I lose DirecTV service too, it's just the nature of the beast. No other options for me, no WISP, no DSL, no cable. I'm up on top of a mountain. The only way that those of us stand a chance of getting more alternatives for broadband is letting Congress know. The incumbent wireline providers have no interest in serving rural areas and will not ever do so unless mandated by the government. In the meantime, our fastest option is satellite internet with its limitations.
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Loren Turner

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I will know this week if the service will survive light rain as we are due for some on Wednesday. I am hoping what ever it is that causes the signal to fade so sharply with a little rain can be compensated for. I really don't care who my provider is as long as the service can remain solid when I need it the most, during business hours in bad weather.

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LorrieL, Champion

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Richard do you happen to know who in congress or elsewhere it would make sense to contact on this issue? Don't seem to be even close to getting anything near where I live.
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JEP

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Richard - I'm 40 miles from the White House and satellite is my only Internet option. One thing that really frosts me is that I have to pay a "communication tax" on my DirecTV to support infrastructure, when I don't benefit from that infrastructure.  Then again DirecTV charges me an extra "regional sports tax" since I can receive sports broadcast for both Washington and Baltimore teams. 
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Loren Turner

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I emailed exedelistens@viasat.com about my next 5GB in their promotional giveaway and got an immediate response. I will say their email and web based customer service is pleasantly quick and responsive. Funny how when you get used to dealing with so little, such a small thing like an extra 5Gb can make a large difference in your enjoyment factor of a service you are paying such a high premium for.
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JEP

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That has been by experience also.  That extra 5GB really provides some breathing room and is very much enjoyed and appreciated.
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LorrieL, Champion

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I hate to even admit this but I am so "conditioned" about not wanting to go over in my data usage that when I have twice gotten the extra 5 GB, I couldn't get myself to "go wild" enough to even go above my 10 gb a mo and use any of the free gb! I did stream a couple of tv shows during prime time on standard quality settings and that only used a gb or 2.....but I know if I really had unlimited usage permanently I would quickly learn how to use up a ton of it. for now setting up play later.tv to record movies and shows after midnight ( for my later viewing from my hard drive whenever I want) will have to meet my needs.
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LorrieL, Champion

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Excuse me.....have to go off and ask for 5 more of those free gbs! Will see if I can "let go" enough this month to use them!
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Exede Kimberly

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Glad I was able to get those next 5GB added for you today. Enjoy. (:
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Loren Turner

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We had our first rainstorm yesterday and last night. I am pleased to report that service remained stable and solid. I did not experience any slowdown or interruption. It rained pretty hard too. If the service stays solid like this all winter, I will be quite satisfied with it. I still need to get a snow melter for the dish.
 I am hoping that exede decides to give us all a little more breathing room in our data plans, as previously stated, even that extra 5 gb makes things a lot more enjoyable and also makes it feel like you are getting a bit more value for the high dollar this service costs.
 I think they could comfortably give everyone a 50 MB allowance for the plan they now call the 15 GB plan, and folks would be much happier, and I do not think it would negatively impact network speeds all that much. Increasing the allowance to that point still makes you have to ration your usage, however, one can click on a few more of those cute kitten videos then previously allowed ;)
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JEP

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I have had moderate rain in my area today and had one outage for a couple of minutes.  My Exede drops out just before DirecTV does, and comes back a little after DirecTV is restored.  I am very much enjoying the +5 GB bonus while they last and increasing the 15 GB cap to 25 GB would be great for my household. (Though, not for an extra $50).
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LorrieL, Champion

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Since I am in one of those problem areas in va where congestion appears to be causing my speeds to in prime times and during the late night free zone to dip well below any average speeds exede promises, I can't say that I think doubling the amount of data allowance customers can sign up for is a good idea at this time....if exede says the technology won't support that increase yet then I believe them. Esp because of the problems I already see with my speeds during times of typical heavy usage by customers in general.
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Exede Kimberly

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Good to hear your service hung in there during the rain Loren. (: I received and responded to your email regarding transitioning your service and I look forward to getting that done for you.
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Loren Turner

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Thank you Kimberly, I responded to your reply. I think I will be happy with the new freedom plan, and I encourage other existing customers to inquire with their customer reps if their area is one of the ones being offered the upgrade. It would seem that indeed Exede does listen.
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Loren Turner

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Upgraded my plan to the new Freedom 150gb plan. It doesn't cost a lot more then I was paying, and gives lots of room for play. I may even be able to indulge in a movie now and then =)
Phone customer service was pleasant, thorough, well informed and very helpful. I have been pleased with the noticeable improvements in customer service, and reliability of the internet service over the last couple of weeks. If things keep up like this, then Hughes is going to have some serious competition to contend with. It even has me contemplating switching from dish tv to directv ... hmmm lol 
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Exede Kimberly

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Thanks Loren! Glad to see you enjoying your service. I hope the
Freedom plan keeps up for you and lets you do all you want to. You are a
pleasure to assist and I'm so glad you were able to upgrade. (:
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Jacqueline Tierney

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How do we find out what upgrade options are being offered to existing customers Loren?  I haven't seen anything on the web site so far about that. I've had Directv for 21 years btw and never had any complaints with it in 21 years.  EXCEPT I HATE the automated system you have to go through to ever talk to anyone.  lol.  When we got our upgrade to HD boxes a few years back I made  my husband call into them so I would not have to deal with that. ;-)
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Jacqueline Tierney

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Thanks Loren for your input.  Local owned companies are the best to deal with.  Our ISP up north contacted me a couple weeks ago and asked to set up an appointment to inspect our equipment so I scheduled an overnight up there and when the tech got there he said that they had noticed our signal was lower than it should be so they wanted to make sure everything was working correctly.  I hadn't complained they noticed it and initiated the contact.  I think that is amazing service and something lacking today with larger companies for the most part.  Turns out they and I think the lower signal might be due to trees (time to trim again) and want to recheck once the leaves drop off.  Wish I could pack them up and move them too.  ;-)  
The new thing my husband and I just realized yesterday actually (apparently the broadband coverage map for our state is outdated), is that 1.5  miles north along a hard surface county road is a fiber optic line!  We had been tracking that from the local company we are talking to about expansion to see how close they were to us and then noticed for the first time the line running up along that road.  We have no idea who that is but the posts are labeled GTE...but I guess we could drop in our our farmer neighbor that farms the field north of us and ask him about his internet since he lives on that road.  But that is even better than cable if we can eventually get it run down our way.  :)
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Loren Turner

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Yeah I hope that works out for you =) fiber optics is really fast. It is frustrating to live so close, yet so far I bet lol
I could get wireless broadband here if I wanted to pay a huge install fee (they would have to climb a tree) and then I would be faced with a similar business model the cell companies use. That provider charges 35$ for I think a 5gb limit then you pay either per GB or in chunks of 10GB for additional use, and you never know what your bill will be because they track it like a cell provider does, and add it up at the end and then hit you with the whopping big bill the next month.
I would rather deal with exede lol
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Steve Frederick-VS1/Beam314, Champion

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I would love to have a land based unlimited high speed internet service too. For the past 25 years I have been 1 mile from the end of the Time Warner system, but they have little interest in extending their service to include my house, even though their are 16 potential subscribers in that mile. When I tried to get them to extend this summer, they came back with a cost of $10,000 cost to do the extension. This cost would be divided up by the number who would commit to a 2 year contract for service. Only two others were interested in paying up front money to get their service, so we will be relying on the satellite providers for the foreseeable future.  Exede has provided me with very reliable service so far, and will be my provider of choice for now.
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LorrieL, Champion

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Unfortunately the closest cable provider to where I live is equally uninterested In expanding to where I'd have access....but someday maybe....I still can't get a cell phone signal where I live even though I am only 5 min from a major highway and walmart superstore and a whole line of businesses. So near and yet so far, for sure.
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Jacqueline Tierney

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That is kind of a bummer Loren that you can't get the type of wireless broadband we had at the other place and are being blocked by a line of trees from getting it here.  :P  Seems like there are different types of service all called "wireless broadband" so it is a little confusing.  What we had and wish we could cut down trees here to get (lol) would cost about $200. for installation and have unlimited service for a fraction of the price.  This company offers up to 10 mbps, though I would probably take the 5 mbps if we could get a line of sight.  My husband wants to try putting up a tower to see if we can get high enough to site over the trees, I told him why don't we just put up our own cell tower and rent space to the cell phone providers since not all providers have coverage down here.  ;-) lol   That must be frustrating Lorrie if you can't even get cell phone signal.  And yes we all know how frustrating to be just out of reach.  I wouldn't know what to do with land based internet, never had it.  Would be nice though if we could get the company with the FIOS to run down our way too.  Eventually we'll get something.  
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Exede Kimberly

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Hey Jacqueline, if you can send me an email with your information to exedelistens@viasat.com I can check to see if you are eligible to upgrade. (:
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Steve

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The dropping of connection is an ongoing problem with Excede along with slow speed.  You can't count on customer service to help because every time you set an appt, they call to either cancel because they say you have no problem.  OR, they FINALLY schedule an appt. and then call and give a lame excuse why they didn't show up.  We've gone thru this for THREE months and they have yet to come check our dish.  Go back to HughesNet.  I'm certainly checking them out along with others. Terribly unprofessional company.
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LorrieL, Champion

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Steve am interested in where you live? I live in central va and with exede haven't had any connections dropped or loss of connection except once for a couple of minutes during a huge downpour of rain....toward the end of when I had Hughes I did start having that problem where I kept over and over losing connection and would have to keep rebooting everything to get back online....Hughes couldn't I.d. the problem.. I actually wound up wondering if there could be some other kind of uncommon cause outside of anything directly attributable to my equipment or to Hughes' equipment? Do you get any error messages online before your connection drops or does it just go out all of a sudden.? I think that before I was losing my connection I would briefly start getting "unable to load page" notices...or unable to send an email....then connection would quit altogether. I did do a few things, like a DNS flush and emptying my cache, etc which seemed to help.
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Exede Kimberly

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Steve, I have responded to your comment on "disappointing customer service". Talk soon.
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Loren Turner

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So far it has been raining steadily for the last 48 hours and I have spent both thurs and fri online with no issues that were the fault of exede. I did have to reboot my own router a couple of times, but that is my issue not theirs.
My husband and I were even able to play world of warcraft together, after I spent all day yesterday patching the game (11.5 GB patch eek)
All in all so far things are working well, and I am satisfied. I will be happy once the customer portal starts interacting with those of us who have switched to the freedom plan, I have been told that will be the 23rd. Here is hoping!
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Exede Kimberly

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So good to hear this from you Loren! Have a good weekend! (:
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LesT

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I need an equipment check too.  A sprinkle comes here and I loose connection.

Although at the moment it seems I have no connection and the sun is shining bright.
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Exede Kimberly

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Hey Leslie, I just received your email and responded to your email. After seeing this comment,  I checked your connectivity and there is an issue. We can discuss the issue and resolution in our email. (:
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LesT

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Yes, it seems it my problem all along.  I renewed my DHCP on the router and service was restored.  Will still call about the other matter.  Thank you so much.
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Exede Kimberly

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You are very welcome (:
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LorrieL, Champion

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what is renewing a DHCP on one's router, in case I ever have a similar problem? Thx.
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Steven Edward Masse

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DHCP = Dynamic Host Configuration Protocol.

In short, your router assigns an IP to a computer or device.  like 192.168.1.1 , 192.168.1.2, etc.  It's responsible to ensure your device/computer gets the right information from what it receives from the satellite.  Think of it like a postal mailbox :)  Sometimes things get messed up and renewing it helps resolve conflicts. 
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LorrieL, Champion

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 steve...I don't know how to renew that, but you have given me enough info to google the answers I need....thanks!

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