Unhappy with modem situation

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  • Updated 9 months ago
  • Acknowledged
  • (Edited)
INsanity... YOU HAVE TO USE their modem. If it has a problem, or your Satellite isn't working and they can't fix it over the phone you have to pay 95 dollars for a tech to come to your house to fix THEIR EQUIPMENT..or the other option is EASY CARE where you have to pay  6 dollars a month for a maintenance plan for them to FIX THEIR OWN EQUIPMENT!  YOU PAY for service, you don't get good service or any service and then they want to charge you to fix it.
It's INSANE! 
And we can't buy our own equipment?? So we either have to pay for EASY CARE or pay 95 dollars if you can't get the service your paying big bucks for.  I can't wait till cable comes to my area..
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Dawn Kopman Whidden

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Posted 1 year ago

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VeteranSatUser, Champion

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It is what it is. If you have a better option for high-speed internet at your location, good for you. Not everyone has other options besides satellite internet.
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Dawn Kopman Whidden

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We do not have an option. SATELLITE is it.
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James E Besser

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$6.00 a month insurance is cheap guess who picks up the tab ( $95.00 ) exede. think they do. I wouldn't go with out it. thats life one pays so you don't pick up the tab $95.00
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Dawn Kopman Whidden

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that's 72 dollars, so all you save is 23.  Let's not forget you are already paying 11 dollars a month to rent your modem. So now you are actually paying 17 dollars a month since you don't own the equipment. ( and as soon as a cloud or rain comes.. you get no service. We should be allowed to own our equipment.. .IF you have their equipment for 2 years you are paying almost 300 dollars plus the 72 a year. IF you have it for 5 years..figure out how much you are paying. If you own your own equipment, you can save hundreds
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Bev, Champion

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Satellite internet is unlike any other internet service. The equipment needed for us to get service at all is very specialized, not to mention proprietary. You can't expect independent contractors, which all of the technicians that come to our homes are, to work for free. Whether you pay them all at once, or have Easy Care, enabling Viasat to pay them for the service call, they expect to be paid, just as you would in their place.

Depending on your needs and budget, Easy Care is often a much more affordable option than waiting until you need service form a technician and, having to pay the full fee immediately. Even  if you have one service call per year, Easy Care for the entire year is less than the cost of just one call-  it is a very affordable option for service calls.
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Dawn Kopman Whidden

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They have a business to provide a service to their customers. If you pay for electricity for your home and the lights go out, they don't charge you to fix their service. ... It is not my problem if the wires come down. Now if something happens to my FUSE box, then I should have to pay to have it fixed. I own it. Same thing with the telephone company. If you rent or lease their phone, they fix it. If you own your own phone and the problem is with THEIR equipment, they pay someone to come out and fix it.. If the problem is in your own house, in the walls. You pay. If their equipment breaks, they should be responsible to fix it not u. It should be all included. My main point is that we should be allowed to own the equipment or by our own modem. Like with satellite TV.
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Dawn Kopman Whidden

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We are renting their equipment.. They are fixing their own stuff.  The problem is lack of regulation. I don't have a retail service contract. We pay 110 a month for service.. If it doesn't work, why should I have to pay for them to get it to work? If you rent a car and it doesn't work, they come out and fix it, or give you a new one. If it was my own equipment I can see paying for repair. but it's not mine, it's theirs.
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Ron D Stricklin

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It is BS. But your other options do the same. Just wait until you have to call in and the customer service lies to you.
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Bev, Champion

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You fail to understand that when you have a service call, you are NOT paying Viasat, you are paying an INDEPENDENT CONTRACTOR be that Jose's media, Random Satellite Dudes or whoever, it's not Viasat. Yes Viasat adds it to your bill and pays the contractor on your behalf to simplify billing for us but the money is for the contractor who bills Viasat for the service call, not Viasat.
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Dawn Kopman Whidden

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ViASTAT is providing a service. Internet. If you can't get that service, you shouldn't have to pay. If my internet goes down... should i have to pay 110 dollars?  We should be allowed to purchase our equipment instead of lease. They have us by the you know what.
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Dawn Kopman Whidden

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When you rent a car you have an OPTION to carry extra insurance.. If you pay with a credit card , you do not have to pay them for insurance. The credit card company covers it.
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Michael Griffith

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Lease, Rent....the end user still doesn't own the car, and it's still under warranty, the end user is responsible for putting fuel in it, making sure it doesn't get damaged, and normal wear and maintenance items ONLY. I pay for the electricity used by the modem, I keep the dust bunnies out of it and make sure it does not get over-fed via use of a surge protector. I understand that it is not viasat technicians per say that perform service calls, but that is the option Viasat has elected, not the end user of the service. Also, Power companys sub-let service work CONSTANTLY such as tree trimming, STILL does not result in a fee to the end user..  
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Stephen Rice, Champion

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The original post has a point. We shouldn't have to pay Viasat to service their own equipment.

If I owned the antenna and modem, I would consider it perfectly reasonable to pay someone to service it.

I am paying $10 a month to rent/lease the Viasat equipment. Service should be included. That's how it is with cable and satellite tv providers. They use contractors as well.
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Steve Frederick-VS1/Beam314, Champion

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Dish TV charges for service calls, $100.00 per call. They also have the option to buy a service plan, at $9.99 a month.
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Stephen Rice, Champion

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Well I guess my parents got lucky last year.  Their house flooded (four feet of water) during the August 2016 Louisiana flood.  

Needless to say, they needed some work done to get Dish TV working again.  Dish sent a tech out and took care of everything at no charge.  

I suppose they just felt sorry for my parrents because of the flood.
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Dawn Kopman Whidden

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no I have had Dish for years. They are very easy to deal with. If you are not happy they do what they can to satisfy you. Whether it be credit or getting a tech out. You can also buy your equipment and not lease if you don't want to.
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Grumpyoldman

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I'm going to go the other way. Why would I want to buy equipment that may be of no use to me if I go to a different ISP? I was forced to buy equipment when Hughes  was Direcway. When I switched I had to dispose of the equipment myself. It sucked trying to find out where to take it. I'll never do that again.
(Edited)
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Dawn Kopman Whidden

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because if you figure out the cost and you are on a contract for 2 years, you can usually buy for less of the cost of renting or leasing.. If you buy a Dish DVR for 200 dollars or pay 10 dollars to rent for 4 years.. well you figure it out.. :)
(Edited)
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Grumpyoldman

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Yes I understand I pay more but to me it's worth the extra not to deal with any part of it. But I understand where you are coming from. Good Luck!
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Dawn Kopman Whidden

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They emailed me back and are trying to make it satisfactory. I went through 5 techs before I finally go someone to really help. I don't mind paying for a service, but when they know it's the modem and refuse to send a new one, insist a tech has to come out for 95 dollars when they could just replace the modem, well that's crazy. Dish will just send out a new modem or new remote. They don't insist on sending a tech.
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Matt B, Viasat Employee

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Dawn, we've responded to your post on Facebook.  Please send your info to ViasatListens@viasat.com, as well as a detailed description of your issue.  
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Dawn Kopman Whidden

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thank u.
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Dawn Kopman Whidden

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I am satisfied with your response. I just wish the new modem was here already. I want to see if it makes a difference. I hope so.
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xode0000, Champion

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@Matt B: thank you for removing that duplicate post of mine.  I tried to remove it myself but the forum wouldn't let me.  Even though I clicked submit once, it ended up posting twice, and that has been happening more often these days.
 
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J&J

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I had that problem too using FF 57.  Sparrow hasn't burned me yet.
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Stephen Rice, Champion

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Viasat is a business and its goal is to make a profit.  There is nothing wrong with that.

If we were to see free service calls, it would simply mean Viasat having to increase the cost of their plans, to absorb the cost.  

While I don't like the idea of having to pay a company to maintain equipment I am leasing from them, I do like that I'm only paying $60.99 a month for pretty much unlimited data on a Liberty 12 plan.

If service calls were to be done for "free", I have a feeling I would be paying at least $10 extra a month for my Liberty 12 plan.  

At least with Easy Care, we have the option to turn the cost on and off.  I'll be honest, if I ever do need a service call I am going to sign up for Easy Care, have a tech come out, keep Easy Care for 90 days and then cancel.  I'll do the same thing over again if I ever need a visit.
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Grumpyoldman

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Hey Ken,
We can only give you what our experience is with the service. I'm on a non congested beam myself and the service has been excellent. What I haven't heard much lately, is   valid complaints about about speed. And what I mean by Invalid is people on the unlimited plan griping about speed after 150 GB, when it clearly states that all data after 150 GB may be "prioritized"(throttled) behind those accounts that are using their priority data.  What I would do is contact them and see which beam I would be on. I will tell you my general location and hopefully that helps. (SE North Carolina). I will say this about speed after you use your priority data, the fastest I have seen on a limited plan is 1 Mb. I am on an unlimited plan now and on off peak hours, I still get 10 - 13 Mb . But you can kiss that speed goodbye Friday and Saturday evenings until the wee hours of the morning. Hope this helps!
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Ron Frank

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My speed has been disgustingly slow for a long time.  So slow I couldnt tell when I got restricted, there was no difference.  In the past 6 to 8 months it has gotten ridiculous!  I know when I get restricted before I even get the email alert.  My peak speeds and restricted speeds were/are both regularly 1 Mbps or less ... SLOW!  Now when "restricted" nothing wants to load.  Its funny how pages load at 0.38 Mbps unrestricted, but not at the same speed restricted, despite claims that SPEED is "throttled" during a restriction NOT DATA.
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Stephen Rice, Champion

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I just got home from work, put a cake in the oven, and am rocking and rolling at 5.5 mbps on the Liberty Pass.  Just thought you should know.
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Michael Griffith

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http://www.speedtest.net/result/7123334077          There ya go Grumpy. I'm less than half way through the 150 GB and not throttled.....though I do have a technician scheduled to be here Monday with a new modem to replace this worn out 3 week old one....lol
 
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Nathan Hart

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Which beam is considered the “worst”?
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Ron Frank

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This burned me a long time ago!  We had a tech here monthly, sometimes multiple times a month.  All for the same complaint, SLOW SERVICE!  Call customer service, answer all their stupid questions, hardwire the modem direct to the PC bypassing our wifi router, then unplug/reset the modem with the same result every time, "we can find nothing wrong so we are sending a tech out", 

Every visit was the same, sit around waiting on the tech who started with everything we already did over the phone, tweak the alignment of our dish, crawl through our basement crawlspace to inspect our wiring, sit and run test after test on our modem to find NOTHING!   Our service was "a little slow but acceptable by their standards" until school let out and we fell into what I now know as "peak usage" and we went right back to a snails pace until midnight.  The same problem we called customer service about to begin with!

Then they started charging $95 per visit!  I fought and fought with Exede and got the $95 waived or refunded several times until they claimed their "only option" to waive the fee this time was if we signed up for Easy Care.  I reluctantly agreed under protest.  If the "problem" lies with THEIR equipment or service, how is that the customers responsibility??

Dial up and Hughesnet were HORRIBLE!  Sadly, Exede is the only option here.  I gave up!  Ive not contacted customer service in a long time.  Its been well over a year since a tech has been here.  The service is MANY times worse, and we are paying $6 a month MORE for Easy Care.  Yet I am still here, holding on to the hype and promises of the mythical great and powerful VIASAT2!!

No compensation or thanks from Exede or Viasat for staying with them.  No official apology or explanation.   Constantly putting the blame on OUR end and sending techs out at $95 a shot and passing the expense on to us, in addition to the cost of the internet access we are paying for and not receiving.  And now, nothing but rumors of possibly substantial, additional expense to connect to Viasat2, to finally HOPEFULLY get the internet access we have been paying for all this time.

At times when I cant check Facebook or even open an email I feel like such an idiot for continuing to pay for internet I cant use.  Then additional charges for a tech to come out and tell me nothing can be done about it ... it gets OLD!   Trust me ... if there was ANY other option here, I would have dumped Exede/Viasat a LONG LONG time ago!
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Grumpyoldman

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Hughsnet advertises 25mb on the gen 5  network and they are a national ISP. Are you 100% sure they don't offer satellite in your area? Are they blowin' smoke up are butts when they say you can get satellite anywhere you live?
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Dawn Kopman Whidden

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Yes, we have Satellite... I have a choice, Exede or Hughes Net. I can't get UVERSE or Cable. I am stuck with Satellite because AT&T won't come down the road 50 yards. Satellite is my only option and when it rains, it's slow if we get any connection at all. If there is a lot of traffic , we're screwed. I don't mind paying for service, if the problem is mine, I break the modem, I hit their dish with a hammer. But if their stuff goes on the blink and we don't get service, why should the consumer have to pay. If you buy a service, you should receive quality service. It's the same with Cell phone service. We barely get one bar in my area.. yet we pay over 130 dollars a month. It's crazy.. In the meantime, customer service replied to my email and did make an offer to satisfy me. That is what should happen instead of the previous people I spoke to when calling in!
(Edited)
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Ron Frank

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Grumpyoldman, if your comment was directed at me, we HAD Hughesnet years ago.  It was so bad, the service AND customer service that we had Exede installed half way through our initial 2 year contract and used both until we could dump them.   That was long before Gen5 or even Gen4.  I was so disgusted with them as a whole that I refuse to go back no matter how much they improve their service.  Exede smoked them for data, speed and reliability back then and we were extremely happy.  I have watched my Exede service degrade over the years and I truly want to be happy with them again, BUT AT WHAT COST?
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VeteranSatUser, Champion

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Ron. As I have mentioned to you before you are on one if not the worst beam for congestion on the entire satellite. For many months, you couldn't even buy Exede in our area. It remains to be seen what Viasat-2 will bring, but don't expect anything to change in our area at least until then. And of course we are in the WORST time of the year for congestion. Expect speeds to only decline until the new year.
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Ron Frank

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Yea I know.  Just had to blow off some steam.  Seeing all the complaints about slow speeds on the unlimited you and I talked about a week or more ago.  Now seeing this post about the charge for a tech to come out.  Brought back memories of when I called constantly about "slow speeds" and their answer was always to "send a tech out"  It was better to pass the blame to my equipment and charge me $95 for another useless tech visit than actually explain the situation and accept responsibility for it.
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J&J

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Dawn Kopman Whidden
I SUGGEST we all call our Senators.
Yea, let's all do that.  We'll tell them we don't like it that a company has built an ultra-complex system of satellite delivered, 2-way high speed Internet, to our homes in the middle of no-where, using equipment they designed to make it all possible and they have the gall to charge us to lease equipment needed at our homes  to access that service.  We'll tell our Senators that everything in this country should be free, just like the liberals say.   We can also tell them that we should be able to buy the equipment at Best Buy  so it will be ours to do as we wish with it including "right-to-repair" and of course if we don't like the way it works, we can tear it apart like a Meth-addict and see what's going on inside and maybe somebody will be real smart and reverse-engineer it (since they own it) and alter it's data tabulation circuits so it always shows we have tons of data left and we can stay at high-speed all month no matter how much data we actually used.  Yea, I'm getting my Senators email addresses right now, I have a complaint to lodge about all this.
 
Dawn, you're an idiot.
 
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xode0000, Champion

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I will wait to get the new modem.
Dawn: As Craig stated, the cable from your modem to the dish has a problem and it is a very serious one.  The new modem is not going to fix that.  Like you said, the installer who originally installed your service used existing cable instead of the cable that Exede provides (big mistake).  Your bad service now suddenly makes sense.
...and maybe I can get my husband to do it.
I don't recommend that.  My recommendation is that you get EasyCare and get a service call to fix your cable and any other problems you might have.  I also suspect that, once you get those problems fixed, weather will also no longer be a problem for you.  My Exede service has continued to work through most thunderstorms and always when then has been light drizzle or overcast skies.  I also recommend that you keep EasyCare since you never know when another problem might happen.  For example, it's very possible that your bad cable could have been caused by mice.
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xode0000, Champion

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Did you miss the "Cable Attenuation 18.6 dB"  ???
I like your table.  You can also get your gain or loss from: (final value)/(initial value) = 10^(DB-value/10).  For example, for 18.6 DB loss, the loss would be (final value) = 10^(-1.86)*(initial value) or 0.014*(initial value), which is a 98.6% loss.
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Dawn Kopman Whidden

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Can't order the Easy Care on line because I upgraded the service and it's in process. So now they tell me the new modem won't be here for maybe 2 weeks. So my husband woke me up this morning, no service for several hours, weather is bad. Finally back on. I guess I'm going to have to call .. ( God I don't want to do that ) and speak to someone reading a script. :(  and going through all the bull one has to before they say ok..
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xode0000, Champion

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My recommendation is that you send an email to exedelistens@viasat.com (i.e. Matt B) and ask that they put EasyCare on your account.  That way, you can bypass the phone center.
no service for several hours, weather is bad. Finally back on.
I suspect that, once you don't have such a lossy cable, you won't be seeing this problem anymore.  I also suspect that your cable between the modem and the dish is not only lossy but it is also distorting the signal.
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DEEDEE PRESLEY

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I JUST RAN SPEEDTEST AGAIN..16.38 DOWNLOAD 3.36 UPLOAD
BY THE WAY, I TYPE IN ALL CAPS ALL THE TIME DUE TO MY DISABILITY, IM NOT "YELLING"
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Markgc, Champion

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Your cable is probably full of water , very badly kinked or has a poorly made crimp connector.  As Craig says it needs to be replaced.
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Grumpyoldman

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With rx power of -47 db I'm surprised you got anything. Mine dies at -28 db. Does anybody know the nominal minimum signal for the sb2 boost?
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Markgc, Champion

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Craig if I go with Viasat 2 I am going to have to relocate the dish to the front of the house to clear the 100 foot pine trees at the back. The run will be well over 100 feet and I am seriously thinking of installing LMR 600-75. I will have it buried and ready to go before the installer arrives with all connectors and adapters installed. Right now I have about 10 feet of coax in the run from the Tria to the modem and lossy coax is fine.
(Edited)
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J&J

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Be careful about that LMR-600-75.  It is about 1/2" in diameter, takes special type "F" connectors that are rather expensive and those connectors take a special tool to attach to the cable ends.  If it is buried it must be enclosed in conduit, plastic or metal.  Gophers are a menace to direct burial cables.  It's not just the rocks and moisture that make conduit a requirement.  The loss associated with using that cable is...  Loss?  What loss?   If the installer refuses to connect that cable when it has been properly routed and fitted with correct connectors, let the installer run their own cable, just wait until they leave and use your own.  If they say the run is too long and their cable won't be capable of making the grade, tell them if they want to get paid, they'll use your cable, else go home with nothing.
 
The cable used by the Viasat installer meets or exceeds the minimum  requirements for these systems.  LMR-600-75 is way over the top but so expensive very few people will ever use it.

Get the real thing !  There are imported fake cables that claim to be LMR but only in the bait of the advertisement.  Real LMR-600-75 is only made by Times Microwave.
http://www.timesmicrowave.com/documents/resources/LMR-600-75.pdf

When you read the loss information, remember it's not per foot, it's per 100'
 
(Edited)
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Markgc, Champion

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Thanks for the information Craig.   Yes I will get the real stuff.   My last installer was top notch and was in fact a  manager at a local tv sat company.  I will run this by him before he comes.  In fact I would like to get the approved dish post before hand and have set in place and the concrete set up before he arrives.  I have grounding boxes on the wall of the house by my office.  All my other coax runs are grounded there before they enter the house.  That is the place to ground the Viasat coax as well.  I have about 36 ground rods and  several hundred feet of buried copper as a lightning system for my 90 foot radio tower.
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Jim16

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My RX Power is -42.  Craigs is -41 according to his screen shot.  I'm getting 9.5mbs right now.
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J&J

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9.5???  You're not livin' right.  Here's mine a minute ago 1:15pm 12-8-17

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Dawn Kopman Whidden

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Thank u guys... GOING TO TAKE ALL YOUR ADVICE. :)
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J&J

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See, this forum did just what it's supposed to.   You'll get better help here than calling the useless call centers.  I just wonder why nobody at Viasat looked at your modem stats and saw the cable is as bad as it is.  A simple twisted pair of wires would have been better than the cable you have.  At least it isn't shorted, that would have caused equipment damage since the TRIA power is superimposed on that same cable.
 
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Rebecca Goins

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Hi I recently switched from Exede Freedom plan to Exede Unlimited plan and I am also not very pleased with the new Modems. My Direct TV modem works better than my Exede Modem. I only had one time when my Direct Tv modem on some channels went out due to weather nothing else.  I had to have the Tech man come out to fix it I might have to call them again if this continues. 
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Jab

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RE: Rebecca Goins new Modem

WiFi Modem...using Ethernet port, or WiFi?

New cable installed...how old installation?