Internet service lapses

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  • Updated 3 years ago
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I have been having periods of loss of internet service in mornings and last night also on our Roku. I rebooted the wifi router this morning (about 10 minutes ago) and the internet service came back up. My neighbor's service is OK. What is the problem; I can not deal with periods of hours with no internet service like this. Harry Ehrlich
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harry ehrlich

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Posted 3 years ago

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Brad, Viasat Employee

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Hello Harry

The best and really only way to be able to look into this for you since this forum is in no way connected to your account is to either have you call us at 855-463-9333 as your internet is out or you can send an email to us at exedelistens@viasat.com with your account information. The only thing about the latter method is that I can only see the current state and see if something like a mispointed antenna or something else could be at blame whereas the number is 24/7 and some issues are only able to be troubleshot as it is happening.
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harry ehrlich

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OK I will do that the next time. I have never called the help line as my service is less than 6 months old from changing to exede.
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Bev, Champion

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First, connect your computer via a cable, directly to the modem and see if the problem persists. If not, then it's your router and, you will need to replace it, or get the new Wifi Modem if it is available to you.

If that does not resolve the issue please do a full system reboot as follows.

  1. Power-down the computer connected to your Exede modem
  2. Power-down the router (unplug it)
  3. Power-down the modem (unplug it)
  4. If you have an Ethernet cable connecting your computer to the modem, disconnect it. Wait a moment, then plug it back in.
  5. Make sure the Ethernet cable from the router is plugged securely into the back of the modem.  *Note: Wireless routers do not require a cable connection to the computers they support
  6. Plug in the modem. Wait until all LED lights on the modem are solid
  7. Power-up the router
  8. Power up your computer
If that does not help, email your account information and an explanation of the problem as well as what you have tried to resolve it to exedelistens@viasat.com or call customer service at 855-463-9333.
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harry ehrlich

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yes I can try the cable next time also.  All equipment is Exede and only about 6 months since install.