Disconnection Problems

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  • Updated 3 years ago
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My modem keeps disconnecting. It keeps showing power light on and second light blinking. I unplugged the modem and back in twice, and it connects. I had the same problem last week. I called Exede, and they sent a 3rd party tech guy out(Multiband or something) and he said it was the ethernet port on my 3 month old laptop. So I went out and bought a wifi router. I connected it and everything worked perfect Saturday and then Sunday same problem. This is my modem status when its connected (Rx Power -45.9dBm Rx SNR 8.7dB to 9.2 Cable resistance 2.0 to 2.5 Ohm was 1.0 Cable Attenuation 3.8 to 4.4 dB) Cable resistance and attenuation jumped to N/A while I was typing this and ODU telemetry status said inactive. Earlier all numbers went to 0 and satellite symbol was purple. What is the problem because I can't afford to have a tech guy come and stay 10 minutes and not completely fix my problem.
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Matt W

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Posted 4 years ago

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Ebal Nolom

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I think you need to find a reliable local dealer.  The second light should go solid regardless of whether you have a bad port on your laptop, or any laptop at all. That is due to a problem on the Exede side of things.  Since your numbers look good when you are connected, your dish is likely correctly aligned.  Something is intermittent with your TRIA, modem or connecting coax.  Make sure all of your connectors are tight.  Other than that, you may need a modem or TRIA swap out.  But, it definitely sounds like you need a better tech, if he blamed it on your laptop.
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Steve Frederick-VS1/Beam314, Champion

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Matt, those numbers look good, except for the cable resistance. 1.0 ohms is great, but since it is jumping around up to 2.5 ohms, I suspect you have a cable problem, either with the cable itself or with bad or loose connectors. Send an email to the Social Media folks on here at exedelistens@viasat.com explaining your problem, along with your account number or phone number. Please do not post those here for privacy reasons. You will get some help from the Exede folks on here.
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Matt W

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Thanks Ebal and Steve, My connection is still in but I don't know for how long. My cable resistance is still 2.5 ohm as of right now. I asked the tech guy the other day if it could be the cable but all he did was unplug the power cord from the back of the modem and back in. I've had a lot of rain last week and will have some more this week. So I don't know when I'll be able to have someone to look at it. When it messes up even the router shows that its still connected to the internet. Hopefully my connection stays because I don't want to have to pay $100 to Exede to fix a problem that should've been fixed last week. 
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HMC1940

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If you have tech out I hope you get a real good one. I know the time I had one out there was 2 of them and they were very good. The guy was really fussy and wanted his work to be perfect.  Don't see to many of that kind. They checked everything besides changing  the tria, aligning dish,grounding it. checked all cables.
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Exede Beau

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Matt, I'd like to check things on this end and figure out what is going on. To protect your privacy please send me an email at exedelistens@viasat.com with your account information. Thank you.
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Matt W

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So for 3 hours and still connected. What kind of account info?


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Exede Beau

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Matt, I just need to be able to look up your account. Account number or phone number on the account generally does the trick.
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Matt W

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Ok just sent it

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Matt W

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Same problem a few minutes ago before 10am. Power light on, second light blinking. I unplugged modem from outlet and checked my modem status Rx Power and SNR -45.9 and 8.8 and cable resistance and attenuation was N/A. Then unplugged again and checked everything on modem status read 0 and had purple satellite symbol(usually green). So I unplugged power cord from the back of modem like the other guy did last week and got a connection.
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Exede Beau

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Sounds like the service call for a modem swap was the right way to go, glad we could get that setup. Let me know if that doesn't solve the issue.
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Matt W

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Yes the tech guy(same guy from the other day) just left at 3pm today. Shortly after my other post above it went out again and ALL lights flashed. Today he changed the modem and power pack. Everything is running perfect again! Thanks Exede Beau, Hopefully all my problems are solved, but if they aren't you be will be the 1st person I ask for help. Keep up the good work.
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Exede Beau

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Glad to hear it! I'm out of the office on Thursday and Friday but checked as soon as I got in today. Do let me know if anything else comes up.
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Peggy Braly Parish

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I had and have the same problem, called tech. they referred me to a dealer who referred me to a Tech person to come out, it only took 8 days to get him here. Now it is doing the same thing off and on top light is on second light blinking and nothing else. I am so sick of this internet. It is working again for now after unplugging for second time. The person I first called said it was the modem but the Tech guy from At&T said no it was the wire so here I am again I wonder if it will take another 8 days offline

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