modeum constanly drops service if using skype or vedio

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  • Updated 10 months ago
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if im using skype or watching a you tube exede will work a little bit maybe 5 to 10 min if im lucky then modeun will shut off , i have to unplug and let it reset to get back on but in few minutes same problem, excede seen to not know how to fix ???
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charlotte riddle

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Posted 10 months ago

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Brad, Viasat Employee

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Hi Charlotte

It may largely depend on when you are watching and if you have surpassed your data limit. During our peak hours 5pm-12am or so, video may have issues loading due to the overall traffic on the network. It will be especially slow if you are in Liberty Pass after using all of your priority data. Please email us at exedelistens@viasat.com and we'll be able to look into this for you
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charlotte riddle

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thank you Brad    no it will  do it any time   but  i am never over my usage  as  i am on the 150 gb plan. its exspensive   but     its no use if i can use it you know  lol, ive called and talke dto tem one  got on the chat  with a trouibleshooter, he ened up going offline  , but i still have same problem, , love to get this corrected as ive been with company for years   hate to have to change  companies  just because i can;lt get a problem corrected,    thank you Brad for caring
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Bev, Champion

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Charlotte, is the modem actually turning off, as in all of the lights go off? Is it loosing connectivity but staying powered on or, is the video simply stopping or breaking up? Exactly what is happening may help us see what is wrong.
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charlotte riddle

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thank you Bev,   no all of it does not go off, only the  three bottom ones and   the up  download and upload  will be  flashing  -- of course   the signal is lost  - i have to unplug modeun   for a few minutes   then re-plug in  and let it boot up, but if go back to  vedio or skype one it will do it again , could be in a min but could be 5 min,  strange, -- another strange thing  -- if i do an oogla, speed test,  it will  hook right up but then when it starts to test download i may have  5 to 7 on download  for about half way throught  download test then it will suddenly start  slowing down fast  and will go all way down to   2 or 3  and sometime totally just stop, it will do this every time    but espically if im on in evening  after lunch, but  cable resistance   and connections  are,m fine -- thbnak you for trying to help, excede seems to knot know what to tell me
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Bev, Champion

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Okay, that might be a modem, TRIA , alignment or, your network settings causing that. First lets do a full reset the right way. Do this when the modem is connected so that you can be sure it will connect again after the reset.
Here is the correct way to restart your wireless router and Exede modem (and yes, the order really does make a difference!)
*Note: If you have a WiFi Modem where the router and modem are one unit, you only have to worry about unplugging that device.
  1. Power-down the computer connected to your Exede modem
  2. Power-down the router (unplug it)
  3. Power-down the modem (unplug it)
  4. If you have an Ethernet cable connecting your computer to the modem, disconnect it. Wait a moment, then plug it back in.
  5. Make sure the Ethernet cable from the router is plugged securely 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. Wait until all LED lights on the modem are solid
  7. Power-up the router
  8. Power up your computer      

As soon as the page will load, go to 192.168.100.1 Just type those numbers and dots into your browser address bar. If the modem fails to connect within 5 minutes, it may help to know what step it is getting stuck on there. If it says anything about a software download, see if it improves after that finishes and, it connects.

If that doesn't help, we can do a few more things here before we contact support. If we need support, you will have this thread to link and refer them to so that they can see you did everything you could.

Just a note, if you don't have EasyCare, now may be a good time to get it. My guess is this will lead to a service call but, lets try everything else first.

Mine did something similar starting a month ago with anomalous  modem readings, slow speeds, then it spent two weeks disconnecting every time I tried to transmit anything (like post here, send email, etc...) Then it seemed to settle down at slower speeds but, stay connected for a week. Finally got a service call - cable had a tiny cut in it, TRIA was beginning to have issues with corrosion. The technician replaced the cable and TRIA, fine tuned the alignment a bit and, I'm seeing great speeds and no disconnects now.

That's why I suggest EasyCare now, so that it won't be so hard to pay for a service call if you end up needing one.