modem issues

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  • Updated 3 years ago
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We are fairly new customers with Exede (less than 5 weeks).  We are currently on the Liberty18 plan (Liberty plans only option in our area).  For the last several days, our modem lights all flash on and off at the same time in a repeated fashion.  We did an online chat today and were told we needed to call because they could see something on the system that was wrong with our modem.  Well after three phone calls with three separate people, we were disconnected twice and the last person said "ignore the lights, they don't matter."  We are over our 18gb priority data (have been for about 2 weeks.)  We understand that our speeds may be slowed now that we are on Liberty Pass.  Unfortunately our cell service stinks in our rural location - well with the modem flashing in this fashion it makes our micro-cell for our cellphones not work.  So not only is this a concern for our internet use, but it is impacting our cell service.  The greatest part was the last person we spoke with got a bit sassy and said well I guess you just need to switch to a different internet provider.  That's GREAT customer service, especially when we are new customers.  This sure doesn't leave us with a positive feeling towards a company they we have just "married" for a 2-year contract.  We are still in the free tech support period.  Is this what free buys you!  Here's the bottom line...we want the modem to work as before and not have to be restarted everyday....we want reliable (even if slow on the Liberty Pass) connection to at least maintain our micro-cell (only requires approx. 1.3gb) and we'd like to know when you call customer service, you're not told different things from different people and that they could do it nicely.  Sorry for venting - anyone have any advice on the blinking lights?
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Dennis Dunn

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Posted 3 years ago

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Old Labs (VS1-329-L12FZ)

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All four lights simultaneously flashing in unison is a "fault indication" and most assuredly does matter. Whomever you chatted with online had it right. I assume you've also gone through the scripted reply to power down the modem process, etc. and it's had no impact.

I'd suggest your next step should be sending an email to one of the moderators here at exedelistens@viasat.com rather than wasting any more time with phone support . Describe the problem and Include your contact and account information since they have no way to determine that information from your profile on the community here. Beware that they don't staff this community 24/7 (particularly on weekends) so don't expect an immediate reply and keeping following up as needed tomorrow.          
(Edited)
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Dennis Dunn

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Thank you Old Labs for the reply.  I will send an email and hopefully get some assistance!

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Rob Lane

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We had the same simultaneous light flashing situation and the accelerated usage of data.  It took two modems and a replaced 'eye' (LNB) on the dish before we were finally (after two months) back on line without the extraneous data usage.  Both of the techs that came out told me that the lights blinking like that means the modem is attempting to download a software upgrade (mabe firmware in this case) and when it can't it continuously searches, using YOUR data, trying to download it's own software.  Stick to your guns, get them to add data and credit your account.  For the price, I'm getting ready to get a MIFI or similar device and plan from Verizon and go that route.  Will get one with the phone, too since I pay my phone company nearly $75/month for crappy phone service.  Call every day if you have to.
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John Blount

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Unplug your modem for a few minutes. Also your wireless router if it is separate. Plug your modem back in first, after a few minutes only the third light from the top should be flashing, Now plug in your router and it should fix your problem just a simple reset of your modem and router. I do this about once a week.
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Old Labs (VS1-329-L12FZ)

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While the controlled power down/power up sequence described in the troubleshooting article at http://help.exede.net/articles/General/Troubleshooting-connectivity-No-connection-to-Exede-network can solve some sporadic problems, it shouldn't be necessary to do this on a regularly recurring basis.

In 3-1/2 years, I've only needed to do this once when replacing my router - other than that modem and router have been powered up 24/7/365 except for power outages.