Lost connection suddenly

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  • Updated 1 year ago
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We seem to have lost connection yesterday. I rebooted twice but it hasn't changed anything. The top two blue buttons are steady and the bottom two buttons are flashing. Is there an outage or is this a problem on my end ? No changes in environment have occurred in the last couple days.
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heather wiersema

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  • Anxious

Posted 1 year ago

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Bev, Champion

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If it has been out all day, that isn't a network outage. Something is wrong on your end. That can range form equipment to something blocking the dish. Look for trees or debris on the dish and, look for moisture inside the clear plastic on the TRIA. If nothing seems to be blocking your dish, it may have been knocked out of alignment, or there might be an equipment issue. The fastest way to resolve those things is to call 855-463-9333. Also call if there is moisture in the TRIA.

Customer Care and look and see if a service call will be needed to get you back online.
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Andy Schack

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Heather, the modem doesn't have very good separation between LEDs so when one lights up it can make it appear that the one below it is lighting up as well. This comes from year's of experience in dealing with customers on the phone when we try to determine the possible problem before I head out on a svc call. What you are actually seeing is the top light, the power light, is on and steady, the second light is actually flashing and is appearing to make lights 3 and 4 flash as well. 3 & 4 are actually NOT lighting up. Now what does this mean? Your modem is not seeing the satellite and therefore can't complete the boot up sequence. From your post it sounds like everything was working just fine and then BOOM, nothing. Most likely your tria has failed....I've swapped out a lot of them this summer and the affected customers had the exact same experience you are having. You'll need to call the number Bev provided and have them set up a svc call. If you don't have Easy Care on your acct then tell the csr you want to add it. It cost 5.99/mon and is WELL worth it. The svc call will be free...how long it takes a tech to get to you is the big unknown.

Andy
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Matt B, Viasat Employee

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Hi Heather!

Pretty much what the champions have said.  It sounds like your modem has lost connection with the satellite.  I'd like to take a look and see what the modem's history shows, sometimes there are some telltale signs in the signal quality.   

Please send your account info to us at ExedeListens@viasat.com. I'll let you know what I find!
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heather wiersema

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This morning the connection was back...???
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Matt B, Viasat Employee

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That's a good thing! 

I'd still like to take a look, maybe I can figure out what the cause was.  
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heather wiersema

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Sure thing, I'd appreciate it!  Thanks
Also, what's the status on a more affordable unlimited plan???
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Bev, Champion

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Heather, was there rain at your home right before you lost connection? If so that's most likely one of two things - wet trees or leaves sagging and blocking the dish or, moisture either getting into the TRIA or a tiny cut or crack in the cable, or, a connection not being sealed to prevent that. If leaves or trees are not possible then, the system needs checked and, if you aren't sure what to look for, a service call might be in order.
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heather wiersema

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And... Now the connection is lost again. No crazy weather between this morning and now .
(Edited)
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heather wiersema

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I'm assuming that it is wet trees, we will have to figure that out I guess.
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Bev, Champion

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It can be a headache. Trim anything that looks remotely possible as the culprit. If it is close to the dish and sags to where you can reach it from the ground - cut it off. :) That usually does the trick in cases of trees being the problem.

Here, we have wild Muscadine and Passion Flower vines that climb trees and get rather bushy - have to cut those off for my dish 2-3 times a year. My dish overlooks the edge of my septic leech field so, every couple of months, the plants there get too tall and I have to trim them too.

I know something needs trimmed when I see what acts like rain fade when the dew is heavy - wet leaves getting me again. :)