Kansas tornado impacting service (Aug. 10) UPDATED - gateway back online

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  • Updated 1 year ago
  • (Edited)
We've just received word from our network operations center that a tornado in Hays, Kansas has disrupted service to some of our customers served by the gateway antenna in that area. Technicians are standing by to work on the issue as soon as it is safe to do so. You don't necessarily have to be in Kansas to be impacted by this, since the gateway serves customers in Oklahoma, Texas, Arkansas, Missouri and other areas. If your service is out, this may be the reason. Please stand by as we work to fix this.

UPDATE Aug. 11: One of our techs was on-site after the tornado passed and was able to manually move the antenna back into position. Total outage was 5 hours and 5 minutes -- not bad considering our gateway took a direct hit. News report.
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Alex, Viasat Corporate Communications

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Posted 1 year ago

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Bev, Champion

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*Sigh of relief* This is one time I'm glad to be on Green River and SLC rather than one closer to me.

I feel for anyone on that gateway and, for the technicians that are going to have to go fix it - might be a big job before the storm is over. :(

More importantly, I hope both customers and Viasat employees in the storm's path stay safe.


P.S. Great job in keeping us updated on this sort of outage, by the way. :)
(Edited)
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Alex, Viasat Corporate Communications

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Tech should be there in about 30 minutes (4:30 MDT). Power is out in the area; gateway running on generator.
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Bev, Champion

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Wow, hope there is no wind damage - water the Gateway can handle, wind, maybe not if it's too, too much.
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Joyce

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How do I find out what gateway I am on? I think this maybe why my service is down. I am in sw Missouri about 30 miles southeast of Springfield, MO
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Bev, Champion

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Joyce, the fastest way is to callĀ 855-463-9333. An automated message should tell you that there is a weather outage in your area. If not, the representative when you get to a live person will be able to see what gateway you are on.

Note that hold times for a live representative may be longer than normal due to this outage.
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Steve Frederick, Champion

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Joyce, here is the link to the beam map and gateways.

http://www.northlc.com/_images/beam_priority_map.png
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Joyce

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Thanks! It shows I am on the affected gateway. I guess it's all fixed now because my service is working now.
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Barry Paepcke

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Thank you for that info
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Markgc, Champion

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I know that the Myesvt tool shows your gateway and IP Layer

http://www.myesvt.exede.net/

but if your down this probably won't help you. When the service resumes try it and then make a note of it for future reference.
(Edited)
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Chuck Mayo

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Sorry to hear of the problem, but appreciate your posting this info. I'm near Dallas TX, my service has been out for a few hours, and when I called support to report the outage earlier, the announcement told me there was a weather-related problem, then promptly hung up on me.

Glad I hit the forums and found a more informative explanation.
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Deku, Champion

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thanks for the update exede alex :D but i hope they are good and safe now i hope so :3 (i hope it doesnt go down again and i wish it didnt go down but yet mother nature has her ways) BUT!!! glad it back online now THANKS ONCE AGAIN!!! :D