more offline than ever

  • 1
  • Problem
  • Updated 1 year ago
  • Acknowledged
worthless service and worthless help
can't reset their own modem remotely 
"everything looks good from our end"
I upgrade my service to avoid data cap and twice in last 10 days ... offline.
I am done waiting and waiting fr better service.

Was an early adopter hoping for improvements...
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Jim Mynatt

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  • angry, sad, frustrated

Posted 1 year ago

  • 1
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J&J

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You can always reset the modem yourself.  Just unplug it, wait about 15 seconds and plug it back in.  Wait about 10-15 seconds and go to 192.168.100.1 and watch it re-sync and connect.  While you are there you can look at the various signal levels and statistics of your equipment but just remember they are not accurate until the system is online again.
 
The single most important level is found by clicking the Modem button and it is Rx SNR which should be greater than 6.0 for best reliability although someone came here once with a level of 3 and I was amazed it worked at all.
 
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VeteranSatUser, Champion

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The RxSNR can actually go negative in bad weather. I have seen the system still work at 1.5 - 2. On a good day I might get 6+. It all depends on your location relative to the beam. Those on the fringes will see lower Rx SNR.


Also look for any red alerts on the modem status page.
(Edited)
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Jim Mynatt

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first off, I am 100 miles away from the location with the sat net. I can't just hop over an push buttons. They should be able to expire the DHCP lease at least, or better yet - reset the modem - if is boots up, great, if not, no worse off than before.

secondly, there is currently no cloud cover at all in the area of the sat net location - let alone bad weather of any form. Clear as a bel as far as viewed from Satellite.
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Matt B, Viasat Employee

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Jim,

You're right, Care should be able to remotely reboot modems.  They would need to escalate to reset the DHCP, as they don't have access to those tools.

Bev is right, there was an issue last night with some of the systems Care uses, and the reboot ability may have been a part of that.  (I wasn't in the office, but I saw email updates)

You can try them once again, as there are currently no issues, or send your info to my team at ExedeListens@viasat.com.  Calling into Care would be faster, there's only me in the office today!
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Jim Mynatt

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not sure what Seattle or Utah has to do with central texas. But my remote systems came back online - on their own - last night around 9:30
I am on easy chat - didn't know I could restart the modem - I see that now. Thanks.
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Matt B, Viasat Employee

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It has to do with the satellite network.  Your dish transmits up to the satellite, and depending on your spotbeam, the satellite transmits back down to one of several gateways located throughout the US.  Weather there can effect service quality just as it could at your location.  
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Bev, Champion

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You said the weather was clear looking form Seattle, so I assume that is where the problem modem was located and, that puts it on the Utah gateway.
https://d2r1vs3d9006ap.cloudfront.net/s3_images/1207572/RackMultipart20150519-32063-1cyf5pk-beam_pri...
Here is the beam and gateway map, for future reference: 
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Jim Mynatt

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there is currently no cloud cover at all in the area of the sat net location
not 
there is currently no cloud cover at all in the area of the seattle location