Missing internet connection

  • 1
  • Question
  • Updated 2 years ago
  • In Progress
I have no internet connection on Exede. The third light down on the Exede modem is flashing, top two are lit. It's been this way for a week.
Photo of Frank Posthuma

Frank Posthuma

  • 0 Posts
  • 0 Reply Likes

Posted 2 years ago

  • 1
Photo of Bev

Bev, Champion

  • 3287 Posts
  • 1463 Reply Likes
That means the modem is trying to connect and, likely not the problem. Something is blocking the signal. If you have power cycled as instructed in the link below and, have checked for obstructions, like tree limbs that may need trimmed for a clear line of sight to the satellite. Please call 855-463-9333 for assistance or, email your account and contact information as well as a description of your problem to exedelistens@viasat.com.

Photo of les


  • 87 Posts
  • 20 Reply Likes
 Bev covered about everything that might be the problem.
the one thing Ive had trouble with once was dirty connections.
 First turn OFF the power to the modem [avoid damage to it or the tria]
then chick your connections by taking them loose and see if they are clean.
my cable connection on the dish [tria] had a corroded and I cleaned it off with the pocket knife [sand paper does fine too] being careful to only remove the crusty stuff and not the copper core itself.
 reconnected everything and checked again to be sure it was all good before I powered on the modem - waited as the lights flashed and it worked again :)

 Yes I called exced to report it [a few calls later] resulted in them sending a tech out that checked the wires/connections and installed the correct watertight connections that the original installers had neglected to do.
 that was over 5 years ago and those connections they installed are staying clean
and bright. :)

 of course look for obstructions to the dish and look at the eye [plastic cover] on the tria and it should be clear. any bugs? any spider webs? any bird stuff?
these you can clean off yourself.

is the lens cloudy?
this problem most likely needs a tech to come out and fix it. [i think this is rare tho]
Photo of John Blount

John Blount

  • 63 Posts
  • 16 Reply Likes
Yep, like Bev said mine is usually just a power cycle, but I have had to cycle power up to 3 times to get it to come back to life.
Photo of Andy Schack

Andy Schack

  • 854 Posts
  • 761 Reply Likes
When you power cycle, it is best to leave the modem unplugged for 2 full minutes. It gets technical but rest assured, when you do this the modem is "seen" by Viasat in a different manner and can sometimes be all that is needed to fix a problem.

Photo of Diana

Diana, Viasat Employee

  • 2413 Posts
  • 477 Reply Likes
Hi Frank,  The advise given by our forum members hit the nail on the head.  Have you been able to connect?  If you still have issues, please send an email to exedelistens@viasat.com with your account number or call Exede Customer Service for immediate support at 855.463.9333.