Losing connectivity between modem and router same time every evening.

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I just recently signed back up with Exede and I am on the Liberty plan. I have used all my priority data and am now using the Liberty pass. My problem is that I lose my internet connection every night around 8:45 pm.  I can unhook the router and plug the modem directly into my pc and it will usually start to work fine then I can immediately plug my router back in and everything works great from then on. I have tried two different routers with the same results. I have changed the router ip and replaced the cat 5 cable as well as bumped up the lease time for DHCP, but no luck same scenario every night. I have read that others on this forum have the same issue but I cant find a solution. I had Exede for two years with the same router and no issues, I canceled 4 months ago and just recently signed back up since the new install this has been a nightly recurring problem. I used the same router just 4 months ago with Exede with no issues. I called Exede tech support but I was told this would have to be handled by a higher level support staff that wasn't available in the evenings. 

Thanks,
Kevin
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Kevin

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  • frustrated

Posted 4 years ago

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Steve Frederick-VS1/Beam314, Champion

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Kevin, it may be an installation or equipment issue. Send an email to exedelistens@viasat.com and have the moderators look into this. They have some good tools to check your modem and tria and will help you. Include a description of your problem, along with your account number and a phone number so they can reach you.
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Exede Lindsey

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Hello Kevin, that sounds odd that the connection loss would happen around the exact time every night, but then resolved itself with the modem back in. I want to see if this could be an equipment issue or possibly a router problem. Please send your account and contact info to exedelistens@viasat.com. Thank you 
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Kevin

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Email sent Thanks
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THineline315

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It could possibly be Solar Flare activity.  As when I worked on a Military Contract I received email from the Sat Network Operations Center in regards to this type of Activity and it happens every Spring and Fall.  Exede Aka Viasat should already be aware of this and send out emails and post notifications on their website to alert us users!!!
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Kevin

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An engineer from Exede looked at my modem online and noticed that it was dropping connection allot and a new mac domain is assigned every time it comes back up which explains why my router looses connectivity. They offered to send someone out but I think I'm going to try to move the modem to its own power outlet as one last ditch effort before someone has to come out. The modem is plugged into a power strip with other devices also plugged in, maybe the modem is not getting a good clean supply of power? Still, its odd that its happening at the same time every night. Maybe it is solar flares as mentioned above. Anyway If I make progress I will post it here.
(Edited)
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JEP

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For what it's worth, solar flares occur at random times and are not synchronized with time of day.  And there have been no significant flares lately that could be the cause.  There is the Sun outage effect that occurs in the Spring and Fall when the Sun crosses the Geostationary plane.  This causes a single outage per day, typically of a few minutes.  This year those outages will occur roughly Oct 4 to Oct 12, with exact time and duration depending on your geographic location.
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Clive Westwood

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it would not effect his modem anyway just the signal from the sat right?
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Josh

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that is odd you said that, I have been haveing the same issues, look on your modem settings and see if it looks like this.
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Diana, Viasat Employee

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Hi
Josh, Have you tried changing the channel on your router and boosting the
signal strength? There may be interference with the channel you are on in the
router itself.  Make sure your modem is not near any equipment that emits a signal. Exede Diana
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Josh

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this is plugged directly in to the modem no router attatched, has absolutely nothing to do with a router it is the modem settings showing the error from tri to modem.


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Steve Frederick-VS1/Beam314, Champion

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Not sure about the effect the solar flairs may have on the Exede signal. My modem has been connected for just over 10 days 7 hours, so no disconnects here on the northeastern part of the U.S. I have my modem, router and Exede Voice box connected to a UPS system, and have been using this UPS for over two years. Prior to that, I would loose my internet connection sometimes a few times a day. I get my power from a Rural Electric Cooperative, and there are very short duration drops in power daily, usually so short all you can notice is the lights flicker momentarily. These little blips seem to occur around 12:20 a.m. and between 9 a.m. and 10 a.m daily. According to the engineer at the electric coop, these blips occur when their power supplier switches sources of the electric power they are getting. The modem and router need clean, uninterrupted power to stay in communication with the shiny satellite in the sky, and the world wide web.
(Edited)
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Kevin

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Yep Steve I agree with you I haven't done it yet but I have a feeling that moving the modem to a more reliable power supply may fix the issue. I was told by the Exede rep above that the engineer noticed that my modem was dropping all through the day but for some reason even though I work from home and am online all the time I notice that It only drops connection between the router and modem exactly at 8:45pm - 9pm. My original thought was since this Liberty Plan is a new thing maybe there was a glitch that was booting me off during high network usage times because I am in the Liberty pass now. But it could just be a bad modem or it needs a better power source. When I get a chance I am going to move the modem to its own outlet and see if it still goes offline tonight. I am also on a small rural co-op so this could definitely be a cause. I dont have a UPS but I may get one.
(Edited)
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Kevin

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Got my new modem from my local Exede tech yesterday, had a really bad storm here in North West Florida yesterday but Nick came out anyway and swapped my modem. Everything seems to be working good so far, its 9:28 pm right now and everything is up and preforming as it should be. It must have just been a bad modem. My only complaint about the whole process is that I had to have a tech come out to my house to do a simple modem swap. Anyway the problem appears to be fixed and hopefully I will have smooth sailing from here on out. Thanks Nick for braving the harsh elements and bringing me my new modem.
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Knight Rider

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You can not install the modem your self.  A tech has to come out and configure it and actually activate it on the back end.  In order to do that you have to have the provisioning code that only installers have to rerun the install set-up 
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wildcats198308

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That is kinda stupid. Wastes time and money having installer out just to replace a modem! They should be able to ship a modem for customer to plug in and ship old back. Saves the time of having installer out.
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JEP

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Unfortunately, there are business aspects to the modem install that outweigh the convenience of the customer.
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wildcats198308

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HughesNet does not send out an installer to replace modems. They ship replacements if they determine the current modem is malfunctioning. Just changing modem should be plug n play, once plugged in it should program and register itself if the dish is already property aligned.
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CyberGhosT

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Just a FYI, same issue, connection dropping same time at night and coming back up the next afternoon at the same time, I'm located in MO, we have a Tech scheduled for the 20th if they replace my Modem I will Update this post on the 20th
Sounds like there is a bad batch of Modems out there Exede.
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Jeremy Summers

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I am on a brand new install here in OH. I am having the same exact problem. Sometime in the middle of the night, every night, I am losing connection between the modem and the router. It appears to be a DHCP/IP address assignment issue because if I go into the router and renew the WAN DHCP assignment everything starts working again. I have not contacted support yet as I have been trying t figure out what is going on, but I will be doing so today.
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Don Mc Jr.

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I just started having the same issue last Saturday...then it happened Tuesday Night, Wednesday night and tonight too. I have a work order and someone is coming out today I hope. I have had exede for approx. 3 years now and this has never happened before. I'm thinking something is wrong with my modem cause I and pretty tech savy and tried everything else. It does not fix unless I unplug my Linksys wireless router and plug it back in. I checked the firmware on the router and it's up to date...so hoping a new modem will fix it...


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Bev, Champion

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Well, just hit this problem myself but, my reason made itself obvious. My Excede voice adapter is dropping the LAN and phone periodically (after about 15 to 16 hours up time.) been doing it for three days but, getting the new wifi modem with the voice adapter included will fix that and it will be here in a few days.
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Tommy

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Here in Central Virginia Bkue Ridge Mountains. Same issue started happening to us within past two weeks. Connection dropping at sat modem. Goes offline. Resetting sat modem, then router sometimes clears it. Has been working great until two weeks ago then this has started. We are one of the minority out there with Exede Business Class service. That's 300 bucks per month! This is frustrating to say the least. We really just want this to work and not have to constantly be resetting and playing technician.
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Brian Shackelford

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Tommy if you are in central, va - not sure if it related but peruse this thread as well:

https://community.exede.com/exede/topics/new-and-different-problems-now-showing-for-me-on-beam-329-a...

Seems very similar to what we are dealing with except it seems to only occur when on Liberty Pass for us.  I know you are business class service, but maybe it is related. 
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Tommy

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Definitely something up. That thread is littered with similar problems as well. I've tried to login to that portal that shows the beam but says my password / username are incorrect. Not sure if it's related to the problems on their servers mentioned today in other threads.
(Edited)
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Bob

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There's nothing in a modem to program, factually, it's just a scam for exede to get paid for modem upgrades. I went through this whole gamut with exede . It's definitely a modem problem. Here's their solution, downgrade my plan and they will send out a new upgrade kit (that includes a modem/wifi/phone modem), upgrade my plan (and they will send out the same modem upgrade) or pay a service tec $99.00 to come out and replace my $30.00 modem, but as f now they have no provision to just send out a replacement modem, (sound peculiar). That came directly from there own tech yesterday. Every one who has a modem problem should read the article associated with ( my why does my modem have to be reset) on the Internet.
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Tommy

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This has been a continual ongoing problem. We have had this issue on and off as a business customer for the past year. We had techs, corporate tech support, modem changes, you name it. And it, without reason, just drops. Many times the sat side says connected and has internet. Plug directly to it. There's no internet pipe. Sometimes a complete sat modem clears it, sometimes not. The third blue light down (transmit) shows a rapid flickering when it's in that state.

I worked in mobile satellite uplink technology for years in the broadcast industry. I fully understand how this works and how transponders should function.

My guess is this is a network / sat capacity issue that we aren't being told about and they are trying to hobble along until the new sat gets up there next year to increase capacity.

To their credit. When it works. It works well. But I'd give it about a 65% up time rating.

Meanwhile, we are contructing a tower to get enough height to see a WISP (wireless internet) site on another ridge about a mile away. Once we have that. We are paying whatever early termination fees and calling it a day. At 3600 dollars a year just for internet, we can afford to do something major that gives us reliable internet.
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Bob

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I posted a new thread in reference to class action to get exede and Viacom to clean up their act. Why shoul customers who pay every month for service, pay for equipment or service warranty on equipment we don't own. Remember that one thing WE DONT OWN THE EQUIPMENT, we are renters. So warranty is their responsibility. Please read my post from today.

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