Modem constant loss of sync issue

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  • Problem
  • Updated 3 months ago
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Ok, I have had the service for 6 years. Approximately 2 months ago the service started getting choppy - modem would lose sync and cycle roughly every minute for up to 3 hours, then it would mellow out. Now, however, the problem has escalated. The modem still stays powered on but the Rx and Tx lights blink rapidly, freeze, then all lights go out. Then the modem power cycles itself again and resyncs, only to repeat the process. This happens on a daily basis from approximately 1034am (yes, I time it) until approximately 9:45 at night (when I go to bed) both on weekends and work days.

I called "tech support" and they initially sent a tech. When he finally showed up at my house, he didn't do anything except check the modem diagnostics page from my computer, take pictures "to prove he was there" and tell me "the bird is full so you'll need to wait until people move off it and customer service will just lie about that anyways". Then he left and my service still does not work.

I have moved the modem from its original location to a new outlet and back - same loss of sync issue.
I have replaced the cat5 with both a new Cat7 and a newly built Cat5 (I am an IT guy and former VSAT installer for the Ca Lottery) - same loss of sync issue on hardwire and wireless.
I have tried the modem both direct outlet and a power strip - same loss of sync issue.
I have tried direct from modem to PC and removed the router - same loss of sync issue
I have tried both a WRT54G and a new Asus 1900MBPs router - same loss of sync issue.
I checked the RG6 for cracks, breaks or damage - no damage to cable, same loss of sync issue.
I tried a different RG6 (coax) - same loss of sync issue
I rebuilt both ends and reseated the stinger in both modem and Tria - same loss of sync issue
Tried push/pull on the dish - same loss of sync issue.
Modem shows all signal dropped to 0s then recovers and repeats same loss of sync issue

I have even set up that silly ass "easy care" to help pay for the non existent tech support in my area. After the first tech came out, he was so bad at customer service, not only did I request a different tech, I filed a complaint with his boss. After this incident. I then spoke to an account rep named "Gary" who gave me the "courtesy credit" spiel and claimed he was moving me to a different sales area after I filed a complaint about the tech company. I get that nobody likes an angry customer and I try not to be unreasonable given my experience in this kind of stuff but perhaps if they didn't make it a habit to run us around on the phone, we wouldn't be angry.

So now, 2 months later, 4 phone calls, 3 emails, 2 chat sessions and 1 tech and not only is the problem still there, but it's literally an all day thing. So I have been paying 100.00 a month for a 90% loss of service unless I happen to use it at 4am, which is the one time I happened to see the modem synced on my way to the head.

So, before I call and cancel the service or get grumpy again, is there anything else I could try on my end to fix this? I am not confident that viasat will either listen to the issue or send a tech to fix it since they haven't so far but after 20 years in IT and 30 years in customer care, I am willing to try and resolve what has been, up til recently, stellar service.
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Brian D Kincaid

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  • Irritated

Posted 4 months ago

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Brad, Viasat Employee

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We can take a look for you if you email us at viasatlistens@viasat.com
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Brian D Kincaid

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Fine, I sent an email. Hopefully someone will actually address it.
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Ivan Bludnik

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@BDK
And if they do not, what is your alternative?
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Brian D Kincaid

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I'll go to a different provider.
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Chaim Isaac Lipschitz

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Most people with Viasat have no other option except dial up. Although not saying much, Viasat still beats dial up. And even that might change if degradation continues.
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Steve Frederick-VS1/Beam314, Champion

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And many of us can't get dial up, because the phone cables are so poor that there is  nothing but static on them, as is the case with me. 

However, most will have the option to go to Hughesnet satellite internet, although that would  not be a choice I could make unless Viasat really goes downhill. Right now I have no issues with my Viasat internet, luckily I live in an area with still decent speeds most of the day, and recently Viasat has closed my area down to any new subscribers, which I am grateful for. I think they learned from other beams, where they oversold or allowed too many of those 150 GB unlimited plans get activated.
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Brian D Kincaid

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Ive had great service for 6 years so tbh, I'd really rather not but if it comes to that, so be it. They are being responsive so we will see.
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Brian D Kincaid

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And 2 days later, still no reply from "viasatlistens" after their "send us an email and we can work on it" bs. All over it the day I posted this, now crickets. Even a "just a followup to let you know we are working on it and haven't blown you off" would be nice. Especially since the service has given up all pretense at all of actually working between the hours of 0930 and 2130 daily.

Yesterday - 6:40pm, 6:42pm, 6:45pm, 6:47pm, 6:50pm, gave up for 2 hours, 9:15pm, 9:17pm, 9:23pm, 9:27pm

This is how my modem works daily. Cycles literally every 2 to 4 minutes over and over. 

That sucks, I really hoped that their "corporate" people would give a crap, guess they don't either.
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Brian D Kincaid

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And allow me to put my foot in my mouth. lol. I spoke too soon so I publicly apologize to the staff here on the forum for jumping the gun on my issue.

However, although I had requested a different technician, they did contract out the same local guy I had issues with and that guy's boss kicked it back to Viasat to get a tech from out of the area since I am not comfortable with someone treating my home like they live there. So my service call that was supposed to be on 08/08 has been put "on hold" per the voicemail I got. Ah well :)
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Deku (The #1 Hero Data Saver), Champion

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@Brian D Kincaid first things first... before... i go on...  this has NOTHING to do with your internet issues... its just... something came to me and i needed to say it... ANYHOO!!! LETS CARRY ON SHALL WE??? i can tell by your profile picture on this viasat forum that you was into the army services... i just wanted to say... THANK YOU SO MUCH FOR SERVING OUR COUNTRY!!! I HAVE A GREAT DEEP RESPECT FOR THOSE WHO HAVE SERVED INTO THE ARMY SERVICES AND SO ON!!! I DO APPRECIATE IT!!! as my big brother was going to go into the army services after he was going to graduate from highschool... BUT!!! things turned for the worst... my big brother passed away from a hit and run... BUT!!! into his funeral... while we where going to lay him to rest... (and yes... the native americans hold the funeral for 2 full days and onto the 3rd day we lay them to rest) BUT!!! before my big brother was going to get put to rest... they did an army service for him... they shot about i think... 3 rounds of gun fires and then... they held out a flag... and folded it and then whoever was incharge... they presented my ma with my big brother flag... till this day... my ma still has his flag and has NEVER EVER opened up his flag... UNLESS it was my big brothers memorials... yes we had 4 memorials for him... (its some type of native american religion and so on)

BUT!!! I JUST WANTED TO SAY ONCE MORE!!! THANK YOU SO VERY MUCH FOR SERVING THE USA AND THE ARMY SERVICES THAT YOU HAVE PROVIDED!!! YOU DONT KNOW HOW MUCH I GREATLY APPRECIATE THE PEOPLE INTO THE ARMY SERVICES!!! ONCE AGAIN I CANT TELL YOU HOW MUCH I TRULY TREASURE YOU TYPES OF PEOPLE!!! YOU HAVE MY DEEPEST RESPECT!!! ONCE AGAIN THANK YOU SO MUCH!!!

MAY GOD BLESS YOU!!! <3
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Matt B, Viasat Employee

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Looks like Marine, rather than Army.  Some service members would have issue with that confusion. 

Just wanted to clear that up real quick before someone got upset. :-)
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Deku (The #1 Hero Data Saver), Champion

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@Matt B oh... woops... my bad!!! DX
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Brian D Kincaid

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Hehe no worries. And you are quite welcome :)
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Brian D Kincaid

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Follow up - Monday, Aug 6th. The tech came out to my house Friday afternoon. Not only was he on time, but he called the night before, talked to both my wife and myself about our issues and called the day of the appointment when he was leaving his previous job. 

When he arrived, he took a look at our cabling, told us the wrong kind was used for the original installation and replaced that. Then he replaced the Tria, made sure the dish was peaked correctly, secured and properly grounded the line and verified our connection was working. 

As angry as I have been at the people on the phone doing "tech support" and the blatantly deceptive company "offthegrid" Viasat was using, I am beyond impressed both with the caliber of the tech they sent out last week and the speed at which the service was corrected.

As of today, I have had 0 internet issues at my home after the 1st day of repair. We had 2 small hiccups that quickly resolved (within 5 minutes tops) then no more interruptions and our service is working.

They also helped me out on my bill this month due to the time it had been down so thank you to the following folks that I know of - S
ean from the satellite company in Redding that came 6 hours to fix us even though his area is going to hell with the fires, his boss for stepping up and getting two people (myself and a customer in Willits) taken care of in remote tiny ass little towns, Brad and Matt here on the forums for not taking my anger at a bad part and being kicked around by a few bad apples personally.

Thank you folks. This is the service I have been used to with you all and I'm glad I stayed with it and did not let my anger get the better of me.