Modem stopped working

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  • Question
  • Updated 2 years ago
I am a new customer. System was installed yesterday. Worked fine. This morning it isn't working. What do I do? All 4 lights are on. Wait?, Call Exede? Turn modem on/off????
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Tamer Kirac

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Posted 2 years ago

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Bev, Champion

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If all of the lights are on, all except the top one should flash fairly often. If they are not flashing turn off your computer, turn off your router, if you have one, unplug the modem from the wall, unplug the Ethernet cable from the modem. Wait two minutes. Plug the modem in. Wait for the top 3 lights to come on and the second two to begin flashing. plug the Ethernet cable into the modem, turn on the router if you have one and wait for it to power up (about 1 minute) Skip this if no router. Turn your computer back on and wait for it to fully boot up.

Do you have a connection to the internet now? If not call customer service at (855) 463-9333 and they can help you further.
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Diana, Viasat Employee

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Hi Tamer,  I'm sorry to hear your modem stopped working.  We have some troubleshooting steps that can be followed.  Please send your account and contact information to exedelistens@viasat.com or call customer service at 855-0463-9333 as Bev suggested.
Below are instructions to reboot the modem,router and computer.

REBOOT MODEM COMPUTER ROUTER (yes, the order does make a difference)
1) Power-down the computer connected to your
modem.
2) Power-down the router (unplug it). 
3) Power-down the modem (unplug it for 2
minutes
)
4) If you have an Ethernet cable connecting your
computer to the modem, disconnect it. 
5) Make sure the Ethernet cable from the router
is plugged into the back of the modem
 *Note: Wireless routers do not
require a cable connection to the computers they support. 
6) Plug in the modem.
7) Wait until all LED lights on the modem are
solid 
8) Power-up the router. 
9) Power up your computer