Connection trouble

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  • Problem
  • Updated 3 years ago
  • Acknowledged
  • (Edited)
I have lost our Internet connection. Troubleshooting indicates that the connection between my access point, router or modem and the Internet is broken. Please advise what I can do to repair this
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Dale Tate

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Posted 3 years ago

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Steve Frederick, Champion

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Are you able to see your modem status? You can check this at http://192.168.100.1/?page=modemStatus  If you cannot see this using your router, you should try to hook your computer directly to the modem using an ethernet cable. If your status shows online, then your modem is connected to the internet. The Rx SNR should be at least 3 or above, preferably in the 7.0 range, cable resistance less than 4.0 ohms, and on the Tria page, there are all green check marks. If you have all this, your router may be your problem.
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Debbi Cobern

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What does it mean if you have a red exclamation mark on "Resistance" but everything else is green checkmarks? What should I do about this? Thanks for your imput.
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Steve Frederick, Champion

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High Resistance means you have a cable problem, could be any number of things, incorrect or non approved coax cable, loose connections, water in one or more of the connections.
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Dale Tate

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With the router hooked up, it shows Rx SNR at 4.4 and cable resistance at 1.00. On the Tria page, all are green check marks. Under modem state, the 4 symbols show 2 are green, the N is yellow, and the check mark is gray; also, the online time shows all 0's. For the client-side proxy statistics, it shows the status as disconnected.
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Old Labs

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The only DIY actions you can perform are powering down all devices (modem, router, computers, checking all coaxial connections to ensure they're tight/water proof, and then a controlled power up sequence:

  1. Power up the modem and wait for all 4 lights indicating signal has been acquired.
  2. Power up the router and wait for it to do its thing.
  3. Power up any devices.

Barring that you'd do best to send an email to exedelistens@viasat.com and include your account and contact information (do not post it here). They'll be able to determine whether there is an equipment/installation issue an correct it remotely or schedule a service call (4.4 seems a little bit on the low side).  
    
(Edited)
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Brian, Champion

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This isn't really all that helpful. I've lost my Internet a very few times and shut everything down and restarted. The satellite modem, the router, my computers. It worked for me insights

I trust Steve's insights. Follow his directions and I'm certain you'll have good outcomes.
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Exede Lindsey

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Hello Dale, 

We certainly want to get this connection problem resolved as soon as possible for you. Please send us your account and contact info to exedelistens@viasat.com or you can give us a call at 866.945.3258 for further assistance. Thank you   
(Edited)
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Dale Tate

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Well, after turning off the computer, unplugging the modem, and the router and turning them all back on last night, the Internet decided to start working today. It was not working at 7:30 a.m. but at noon today, it started working. Is that normal?
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corey ellis

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The answer to your question is no.What it sounds like to me is that they were doing routine maintenance in your area , or there may have been a outage in your area. Keep a eye on your internet and if this starts to happen more often, then you need to contact exede and troubleshoot the problem with them because you may have a deeper issue occurring. I do want to ask, was there any rain or heavy down pours in your area last night, if so then that could explain your problem. Heavy rain or really thick cloud cover can cause you to lose your signal or you may have a frayed piece of cable and that will indeed cause you problems. Also there may be a problem with TRIA (the eye on the dish that transmits and receives data). There could moisture getting inside of it and when the sun came out it dried out. and last but not least there may be a problem with the modem, it could be defective. I do want to ask you one more question, Was there a lot of wind in your area last night? If so that could be your problem as well, if you have a tree(s) or tree limb(s) near your line of sight and with the wind roaring that will cause the trees to move in your line of sight and there for knock out your signal. If this is the case then contact exede so they can set up a service call and see if your dish is out of alignment or if they need to move your dish to a better location if they can to keep this from happening in the future. These are pretty much all of the causes that I am aware of that can cause your internet issues. I hope this helps.  
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Diana, Viasat Employee

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Hi Dale,  We're glad to hear your service is back up and working.  We did not have any outages last evening. As Corey stated it could have been routine maintenance but I would need your account number to verify that. If you would like to, please send your account and contact information to exedelistens@viasat.com. Thanks and have a Happy Holiday! Exede Diana