losing internet connection

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  • Problem
  • Updated 2 years ago
  • Acknowledged
  • (Edited)
We are losing internet connection.  We have given this time and we are still having disconnect issues.  Restarting the modem doesn't help.   I  really don't think it could be congestion because it happens at around the same time every night which is usually 8 or 9 pm. and then becomes available again around 12 am  or after.  We cannot access the internet at all when it does this.  We have the Liberty Plan so we should be able to get onto the internet even during congested times,  even if it's at slower speeds.   The Liberty Plan was working fine for us up until recently.   We have already recently had a repair guy  here a couple of months ago, he replaced the modem and said everything looks fine on our end.   My question is:   Why is our internet not available at all during the hours listed above and occasionally other times too. Thanks.  
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Angela

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Posted 2 years ago

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Deb

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I had the same problem a few months ago and it was caused by my dish not being alligned correctly. Outage exactly the same hours every day.If you have the number to the service tech that checked it previously, I would get him back out there. Took me numerous calls to customer service to get a tech scheduled and to actually show up when they were scheduled. They said they have the last tech that came out do the releat call so if I would have called directly it would have been quicker. Exceed pays for the call if it is the allignment. You pay for the call if it is things not covered in the contract. Good luck.
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Bev, Champion

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Before you call for a tech to check alignment, especially if this just started happening in the last couple of months, stand at or below your dish and look for trees that might have leafed out and thus be interfering with the line of sight for the dish. Techs don't trim trees.

Some trees do slightly alter the position of their leaves day vs night and, rain will cause all of them to do that as will heavy dew morning or evening.

May not be the issue but, it happens ever couple of years with two trees my dish has to look between so, I always suggest people look for that before calling a technician when they really need a tree trimmer (or a bit of DIY tree trimming.)
(Edited)
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Angela

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Thank you Deb and Bev for your helpful reply. We don't have any trees in the line of our dish.    This is getting really aggravating not having any internet at all in the evening hours! 
(Edited)
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Diana, Viasat Employee

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Hi Angela,  We're sorry to hear that you've experienced problems
with the internet service. We'd love to take a look at your account to see what may be causing you service not to work in the evening hours.  Please send your account and contact information to exedelistens@viasat.com with your account and contact information.  Thanks
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Angela

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ok thank you.  I sent my info to the email address you listed.
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holly

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If you managed to resolve this issue, can you please explain how? Thanks!
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Angela

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Still having connection disconnect.  Resetting modem doesn't help. 
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Dianne Harsh

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I have the same problem almost every day - today is the first day i have not had an issue - but mine is in the afternoon - usually around 2PM and sometimes lasts till 9 or later - gets aggravating when it happens on a daily basis 
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Diana, Viasat Employee

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Hi Dianne,  We're hear to help.  Please send your account and contact information to exedelistens@viasat.com or call Exede Customer Service at 844-463-9333.  Thanks 
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rtfrye73

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Dick -
I am having a similar problem but when I connect it drops me in about a half hour. I find that resetting the router brings the internet back up again - but only for 30 minutes or so. I'm still fishing for the permanent fix.
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Josh

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also had this problem few days ago late nite free zone was completely out until rite before it was over

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