More issues on VS2

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  • Updated 3 months ago
  • (Edited)
After experiencing a bad TRIA last week, and waiting days for that to get fixed... since last night I have been experiencing a new issue.

My modem light is blue and on the status page under "Modem State" all my lights are green and it says online.

But under "Web Acceleration" that status keeps saying disconnected. I have reset the modem and everything no change, but eventually it usually starts working or it will work for a bit then happen again. It started happening last night, then stopped for a while and now it's doing it again.



Any ideas? Thanks.
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Billy

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Posted 4 months ago

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Billy

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So I ended up contacting Viasat Listens and they automatically sent someone saying they could tell something was wrong with the modem on their end because it wasn't maintaining IP connectivity which did not clear up. They automatically scheduled a service call because I had easy care.

It did this probably 4 days straight, working fine for a few hours then getting stuck in a loop where it would disconnect then reconnect about every 5 min for an hour or more then work fine again for a few more hours. Keep in mind the blue light stayed blue the entire time and never changed. Then yesterday after sending the email on Wednesday and Viasat doing whatever they did on their end (I could tell they reset it) it worked fine all day. Also keep in mind I reset it myself multiple times and it still was doing it.

Service guys shows up today and can't do anything because it's showing no problems on his equipment. I asked about replacing the modem because it has done other weird stuff like shutting off randomly and rebooting at random times and he tells me he can't replace it if it's showing as working.

So now I don't know what to do. I don't know if something is really wrong with the modem or if it's simply the modem software which could end being fixed later with an update or if it was something on Viasat's end in which this service tech had to ride all the way out here for no reasons wasting his time and mine.
(Edited)
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Andy Schack

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Wanted to jump in here and clear something up before it even begins to take root. 

I can imagine that there are some who will read Billy's post and say "the tech should have gone ahead and swapped out the modem anyway...just to make sure". There is a new rule in place that IF we RA a modem OR tria and they bench test it and find nothing wrong, we are hit with a $20 NPF fee ( No Problem Found ). So in this case it would have literally COST the tech $20 out of his own pocket to do this. 

Figured it was noteworthy for y'all to understand what goes on behind the curtain once in a while. 

Andy
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Bev, Champion

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Wow but, that's something you could tell customers. "I see nothing wrong with your modem/tria but, if you insist, I can swap it for a new one for an additional $20.00." Only fair that you guys pass your costs on to persistent customers. I know there are customers who are convinced it's the modem and won't change their mind and look for other problems until they get a new modem, a lot of them would probably pay the extra 20, thinking that would solve the problem a tech can't seem to find.

Not that it would but, at least the tech isn't out the NPF fee and, the customer now knows the modem was never the problem.
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Billy

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@Andy:

The tech did say he would be charged, but did not elaborate much on what he meant. So thanks for explaining that. And I can totally understand not wanting to take the chance that there was nothing wrong with it and getting charged a fee.

However, even though I had some concern that something may be wrong with the modem before this issue started, it wasn't a big enough issue that I felt it needed to be replaced. It was a Viasat rep who said and I quote this issue was caused by "something funky with the modem" in the email they sent me.  So to me it sounded like the rep was saying the modem probably needed to be replaced, based on what they were seeing on their end, which is why I asked about replacing it.

I just don't want to have to keep calling every few days / weeks over this issue, having someone sent out and not being able to do anything.  Hopefully though, maybe now it won't happen again. I've been with Viasat a few years now, this past month after switching to VS2 has been the worst... before that I have never had to call a tech out. Now it has been twice in one month.

Don't get me wrong though when VS2 works it works pretty damn good in my experience. I have been able to use more data at greater speeds then I thought I would ever get on satellite, but these issues need to be worked out.

@Bev:

I understand you are talking more in a general sense rather than to me directly, but I just want to be clear, personally in this case... as said above, I only asked about replacing the modem because it the Viasat rep seem to suggest the issue was being caused by the modem when they checked it on their end. 

Seeing as the issue stopped not long after contacting Viasat, it does make me wonder if it was actually something on their end, but I can only go with what I am told and with what I am experiencing. 

I don't care to replace things for the sake of replacing things, I just want to find the root cause and fix it so I don't have to waste my time or the time of anyone else.

We should also remember just because an issue isn't being detected with a modem, doesn't necessarily mean there isn't an issue with the modem. Like with any electronic device or It could simply be an bug with the firmware, but to a customer that is irrelevant, all they know isn't it isn't working right.

---

Something else I forgot to mention was when this issue occurred I tried to use the diagnostics tool on the Viasat app to check if anything was wrong. It kept failing during the scan and would not work when this issue was occurring. 
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Bev, Champion

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I completely understand. My system gave me fits last year for a bit. Phone support found nothing wrong but, I knew there was a problem. I finally got a tech out here. turned out there was corrosion in the connections to the TRIA and, a pin hole you nearly needed a microscope to find, in the cable as the biggest two problems but, the tech also tried a new modem, just to be sure and, that made a small improvement as well.

Not happy with SNR, the tech then replaced the whole dish, TRIA and all. That made and even bigger difference. I have EasyCare and that tech never said a word to me but, I imagine he ate a 40.00 NPF charge for that one even though replacing things did markedly improve my service.

Sometimes it does take an on site tech to find the issue and, phone support needs to realize that even if things look good to them, a service call may identify a problem and be able to correct it.