Service not working

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  • Updated 11 months ago
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  • (Edited)
We are in Hill County, Texas. We just had our exede installed late afternoon. It worked and we even watched a couple of Netflix shows to test it out. We went to dinner and came back and it's not working. We are completely wireless. It's blinking white. I called customer service. He had me unplug the power and power back up. He did a couple of tests and said there were no outages. So now we wait UNTIL FRIDAY to see what the problem is. Are you FRIGGIN KIDDING ME!!!!!I pray I don't regret my decision to sign up with Exede. Which brings me to my next question..... Can you cancel service if they suck from day one!!!!?
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Cara Markham Westbury

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  • ticked off

Posted 11 months ago

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xode0000, Champion

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What does http://192.168.100.1 show?  You should be able to access that web page at any time since you are communicating directly with the modem and are not going to the satellite.  If you post a screenshot, please remove all personal account information first.
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Cara Markham Westbury

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Can't access that web page :-( or any for that matter .
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xode0000, Champion

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Looks like your modem is not working.  You should be able to access that web page at any time since you are communicating directly with the modem and are not going to the satellite.  To be absolutely sure, if you haven't done so already, I recommend that you plug a network cable from your computer into the modem and see if that allows you to access that web page.
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Bev, Champion

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Hi Cara, I am not too far from you, only about 200 miles east of you. The pop up clouds and thunderstorms we are having in this area do disconnect our modems for a few minutes here and there. That white blinking just means the modem is attempting network entry, a normal part of it getting back online after a disconnect.

Here is a guide to that modem, might help you out in the future. http://help.exede.net/articles/General/A-guide-to-your-Exede-WiFi-Modem
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Cara Markham Westbury

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It's been out since 8 last night :-/
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Bev, Champion

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Have you tried to power cycle and rebbot? Here's how: http://help.exede.net/articles/General/Troubleshooting-connectivity-No-connection-to-Exede-network

If that doesn't help, contact support: https://www.exede.com/contact-us-exede/
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Cara Markham Westbury

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Yes did all of that last night while on the phone with them
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Brad, Viasat Employee

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Hi Cara

If you are still offline I would recommend calling us at 855-463-9333 to get help ASAP.
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Jim, Champion

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Another reason to always go with a local dealer. IMO a dealer shouldn't be in business if he can't get to you within 24 to 48 hours.
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Cara Markham Westbury

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Unless you live where we do not have much of a choice!
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xode0000, Champion

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The following URL should pull up the list of local dealers for your location: http://www.exede.com/locate-a-dealer/?zip= <enter your zip code here>.  The local dealer need not be located right where you live.  A local dealer could be as far away as 100 miles (or more) and still be willing to service your location.

You will need to contact as many local dealers in your area as you need to until you find one that will give you the service you need.  If it were me and my internet was completely out, I would want service the next business day at the latest, and, ideally the same day the internet went out.

Also, once you find a local dealer you are comfortable with, ask them for their Exede sales ID #.  The next step is to get a ticket open with Exede to put into effect a sales channel change.  If you give to the Exede representative who is handling that ticket, the Exede sales ID # for the local dealer you want to change to, as well as that local dealer's name, address and phone number, it will very greatly speed up the sales channel change.
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Cara Markham Westbury

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Thank you
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xode0000, Champion

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Thank you
You're welcome.

Another consideration: electricity tends to be full of surges these days and it could have been surges that caused your Exede modem to stop working.  If you haven't already, you might want to put an uninterruptible power supply (UPS) between your Exede modem and the wall plug.  A surge protector alone is no longer enough.  A UPS would also be good for your computer and other electronic equipment as well.  You can get one UPS that would take care of everything.  Further, you might also want to get a power line choke that covers the ground wire as well so that any surges that come up through ground, such as lightning near your house, are suppressed as well.  You would put that power line choke between your UPS and the wall plug.  No UPS that I have seen covers ground; they only cover hot and neutral.
(Edited)