Loss of Internet - Modem Status Page

  • 1
  • Problem
  • Updated 4 years ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

Hi - I lost internet connectivity this morning and over 12 hours later it still isn't back.  We had quite a bit of rain today but it has cleared out and still the internet is not back.  When I called tech support I was told that weather was the problem and when I asked about interpreting the numbers on the modem status screen I was told there was nothing that could be done because of the weather.

So my modem status page is telling me the following:
Rx Power  -50 dBm
Rx SNR 1.7dB
Cable Resistance 0.5 Ohm
Cable Attenuation 13.0 dB

The first two light on the modem itself are steady, but the third light flashes but I never get farther than that.  

Can someone help in interpreting the numbers from my modem status?  Do I have a cable problem because of the rain (bad cable got wet?) or an alignment issue?  Any help would be appreciated.  I hate to have to wait for someone to come out here to re-align or troubleshoot a cable issue as we need the internet to run our business......
Photo of Chris Steves

Chris Steves

  • 26 Posts
  • 4 Reply Likes

Posted 4 years ago

  • 1
Photo of Bobbie Blackman

Bobbie Blackman

  • 392 Posts
  • 304 Reply Likes
Your going to half to unplug the modem Chris and let it reboot. Leave it unplugged 5 minutes or so and plug it back in. It will take awhile but when all the lights are on and the bottom two are flashing a bit it should work, the last time I had to reboot my computer but that fixed it. If you have routers and such thats going to take a bigger dog than me.  Steve, lab's or someone will help if thats the case.
Photo of Chris Steves

Chris Steves

  • 26 Posts
  • 4 Reply Likes
Thanks Bobbie - have tried that a bunch of times.  I never get past the first two lights on and the third blinking......
Photo of Bobbie Blackman

Bobbie Blackman

  • 392 Posts
  • 304 Reply Likes
Your going to half to unplug the modem Chris and let it reboot. Leave it unplugged 5 minutes or so and plug it back in. It will take awhile but when all the lights are on and the bottom two are flashing a bit it should work, the last time I had to reboot my computer but that fixed it. If you have routers and such thats going to take a bigger dog than me.  Steve, lab's or someone will help if thats the case. A exede rep will pop up soon and can call you if this doesn't work.
Photo of Ebal Nolom

Ebal Nolom

  • 35 Posts
  • 22 Reply Likes
If your 3rd modem light never goes solid after a modem reboot, then your modem is not logging into the Exede network at the ground station.  Given the low RxSNR you are posting, that seems very believable.  I have had my modem maintain a connection with a RxSNR that low, but I don't know that it would acquire under those conditions.  If your weather is clear, and it is clear for 10-15 miles in the direction that your dish is pointed, and the weather is clear at your ground station, then you may indeed have an issue.  CSR really should be able to tell you something once the weather is clear around you and the ground station.  Your cable attenuation seems a little high for the short cable run that you have, but it shouldn't be a show stopper. 
Photo of Chris Steves

Chris Steves

  • 26 Posts
  • 4 Reply Likes
So what kind of Rx SNR is needed for acquiring a signal?  When I called Tech Support they didn't want to discuss these numbers with me at all, insisting that it was a "weather" issue (although I have maintained signal with far worse weather here)....
Photo of Scott

Scott

  • 17 Posts
  • 4 Reply Likes
Chris,

  How long ago did you have your system installed?  Did your installer use any existing cable or ALL new cable?

SLB
Photo of Chris Steves

Chris Steves

  • 26 Posts
  • 4 Reply Likes
Scott - we have had our system for a couple of years now.  I honestly can't remember if he replaced all the cable or not - we used to have a HugesNet system and he may have re-used the same cable.  We did have a dish pointing issue last year that was resolved and a cable issue the year before that where my lawn service accidentally cut the wire....

You think I may have a cable issue?  Is that something I can try and at least temporarily fix myself?
Photo of Scott

Scott

  • 17 Posts
  • 4 Reply Likes
When you had HughesNet  I am going to guess that you had a dual line coming into your modem. One labeled red and one green?
Photo of Chris Steves

Chris Steves

  • 26 Posts
  • 4 Reply Likes
We have dual lines coming into the house - not sure about the colors.....and Exede used these same lines when they hooked up their dish....

Is there something wrong with these cables?
Photo of Scott

Scott

  • 17 Posts
  • 4 Reply Likes
Not necessarily but I rarely use existing cable and Exede requires the installer to use only RG-6 solid copper cable. If the existing cable you had installed with HughesNet was a copper clad type, this could be a problem. If moisture gets next to the center conductor, it will eventually cause the steel beneath the copper to rust. It's always better to have a solid run with no barrel splices, except for the ground block.
Photo of Bobbie Blackman

Bobbie Blackman

  • 392 Posts
  • 304 Reply Likes
I
F ALL ELSE FAILS LETS JUST CONFUSE THE HELL OUT OF HIM.
Photo of Chris Steves

Chris Steves

  • 26 Posts
  • 4 Reply Likes
You want to confuse me?  Why????  

It doesn't take much.......hope you have fun with that.....
Photo of Chris Steves

Chris Steves

  • 26 Posts
  • 4 Reply Likes
This morning the Rx SNR was higher at 4.2, and the cable attenuation down to 12.0, but the other numbers looked the same.  When I unplugged and rebooted the modem it found signal so it appears that I am back in business for now.  I would still appreciate your thoughts on whether I might have a cable or alignment issue that I need to resolve so that I can have my system stay active even during rain.......

Thanks!
Photo of JEP

JEP

  • 987 Posts
  • 718 Reply Likes
Chris - I don't know what the hard number is, but IMHO you really should have an RxSNR of 6.5 or better in clear weather.  Your attenuation seems a bit high, but I don't know how accurate the measurement process is for that anyway.  Since you have had your system for a couple of years, were the numbers previously better?
Photo of Bobbie Blackman

Bobbie Blackman

  • 392 Posts
  • 304 Reply Likes
Not trying to confuse you it's just that some people instead of cutting thru the chase and going for the problem turn it into a tutoring class but my feelings are the simpler the better. The old champions like jeb get to the point. I had problems like that one time and really my avg wouldn't let it connect, last thing I thought of. '' For once I was right'' They just need rebooted from time to time, glad it's working again.
(Edited)
Photo of HMC1940

HMC1940

  • 605 Posts
  • 253 Reply Likes
Chris glad to hear you got it working again. If you have more trouble could be your Tria. This fall we had a lot of rain. I got damp inside Tria could see it on the end nearest dish was fogged. 3rd light just kept blinking.No matter what I did just kept blinking.  So Exded sent out a couple of installer/repairmen and they changed tria and grounded dish align they just did a great job. No more problems. So just a thought if you have more problems could be Tria.
Photo of Matt W

Matt W

  • 20 Posts
  • 3 Reply Likes

Chris, I had a similar problem but it was the second light on my modem blinking(fl scanning in progress according to the modem manual). I called Exede and a 3rd party tech guy came out and said it was the ethernet port on my laptop. I bought a wifi router and everything worked Friday and Saturday. I woke up this morning and had the same problem again so I unplugged the modem and got a connection. So hopefully it holds.

Photo of Chris Steves

Chris Steves

  • 26 Posts
  • 4 Reply Likes
Well, unfortunately this problem isn't yet resolved, and will probably take a service call to fix (scheduled for Tuesday).  Service was restored for a bit but then lost - the Rx SNR dropped to 3.5 and the Cable Attenuation increased to 15.

And then a little while later service was back - Rx SNR was 3.3 and Cable Attenuation had dropped to 11.5.  The Tech Support said I had a pointing issue with the dish, but the service guys is also supposed to check the cable and Tria.......
Photo of Scott

Scott

  • 17 Posts
  • 4 Reply Likes
Chris, you might have an alignment issue. I'm leaning toward a cable issue. You pointed out that you had your cable cut and then spliced back together. If this spliced connection was buried I would make sure you point it out to the technician. It is almost impossible to create a waterproof connection that is buried. Best practice for fixing a cut cable is to replace the cable from the Tria to the ground block. I'm not there to see the overall system but with what you have said I would start at the location of the cut cable repair to see if there are any signs of corrosion on the center conductors.
Photo of Chris Steves

Chris Steves

  • 26 Posts
  • 4 Reply Likes
Thanks Scott - the cable splice is above ground, but inside a PVC pipe that I installed (so that our lawn guy wouldn't slice it again with the weed wacker).  It isn't very well protected from the rain so that may indeed be the problem.  I will point it out to him when he is here.....for now the internet appears to be back again
Photo of Scott

Scott

  • 17 Posts
  • 4 Reply Likes
Good to hear, Chris. if it is the problem, I'd ask the tech to replace the cable run. If it's not possible have him or her apply dielectric grease to both sides of the new splice as this is the best moisture barrier.
Photo of david

david, Champion

  • 544 Posts
  • 389 Reply Likes
Mine did something like this when it got water in the outside connector.
(Edited)
Photo of Exede Beau

Exede Beau

  • 380 Posts
  • 74 Reply Likes
Chris, sorry you're having trouble. These guys have all given lots of good info, but I'd like to check things out on my side. Please send me an email at exedelistens@viasat.com with your account information and I will work on this for you.

This conversation is no longer open for comments or replies.