my modem keep going out on me have to reset ever day

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  • Problem
  • Updated 2 years ago
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they wont to charge you for fixing there stuf dont make any sines
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Joe Estep

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  • frustrated

Posted 3 years ago

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Bev, Champion

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Excuse me but, I don't understand. You are complaining because they won't charge you for something? I'm sure they would be happy to rectify that. Just email them at exedelistens@viasat.com or call them at 855-463-9333 and explain the issue to them.
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Exede Lindsey

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Hi Joe, are you experiencing service modem issues? If so, we would be happy to assist with your service call if necessary. Please send us your account and contact info to exedelistens@viasat.com. Thank you 
(Edited)
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Brian Edlund

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Yeah as much as Excede charges for service, all repairs and service charges should be waived.
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Deathgod, Champion

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I've had the issue where my modem just randomly (sometimes quite often) resets/goes offline. I was told the modem could be going bad but I would have to pay for a service call to see if their equipment was going out. They said they could see where it was going offline quite a bit and that it shouldn't be doing that. I finally had someone come look at it and he realigned the dish but said he couldn't see that causing the issue. I have had to learn to just live with  randomly being in middle of doing something online and having to wait 5 minutes for the modem to reconnect (usually lose what ever I was working on and have to start over). I think they have some technical issue on their systems they just don't want to bother dealing with atm. Hopefully they will focus on finding out what the cause is one day.
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Deathgod, Champion

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That's the thing I'm not rebooting it IT just reboots itself. It isn't a constant thing its random. Thankfully this month it hasn't happened (that I am aware of). I can be doing something like web browsing or online gaming and I'm disconnected. I look over at my modem and all it's lights are out but the power light and its doing the reboot/reconnect thing.
Not sure what you can do to figure it out I have contacted Support about it on more than a few occasions and they either say "It shows you power cycled your modem but no disconnections". I'm like, "well since I didn't power cycle it it cycled itself isn't that a 'disconnection'?" And all the say is "Our modems don't power cycle themselves". So, basically I'm just told I'm a liar and resetting my own modem and having amnesia about it.
So, I gave up calling in and have been forced to just cope with it and my raid team on WoW now know I am liable to DC for about 5 or so minutes out of the blue as my modem goes offline and resets.
I understand it IS satellite internet and over all I'm pretty happy with Exede. have been a customer and have gotten around 5 or so people in my area using Exede (as we are a pretty rural community). It is just frustrating (especially to be told by techs you're not witnessing what you are looking at on the modem; that they aren't here looking at it but they have a better view of my modem's lights).
You are welcome to look at the account but I doubt you will see anything they didn't see on the account settings (they claimed all was good and in the green).
(Edited)
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Jim, Champion

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Deathgod, Lindsey can't look at your account until you send her the information she requested. Either the phone number on your account, your MAC address, or your account should do. They can't identify your account from the forum. Give them a try. Often the mods on the forum can do more for you than the robots on the phones.
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Deathgod, Champion

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I sent an email already. I just didn't enter the data here, as it is a public site. Maybe Exede hasn't sent the email yet, idk. Do i need to resend it?
(Edited)
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Deathgod, Champion

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Took a while for them to get back to me with the expected remarks:

"Thank you for contacting Exede listens concerning your connectivity issues. I escalated your account over to my engineers and it appears that there are no direct issues in connection with your service. We are showing great values with your signal quality, equipment and antenna pointing. Our engineers also performed a direct speed test to your account your current speeds are:

Upload: 14.16                        Download : 4.95

You should not be experiencing any modem disconnecting. It appears that you are using a router. I would suggest bypassing your router to see if you experiencing the same problems as you were before. A router can cause a significant amount of issues if there are internal with the router itself. "

   As usual, always blame a router (which I find it hard to see how if the router was the issue it would cause my modem itself to reboot). I have tried without router  and its a new router. As originally sated this is just something  to learn to live with.

   When it works Exede works GREAT! And if I have to live with  my modem randomly rebooting itself for no reason; at least I have high speed internet WAY out here in the country. Just thought I would post a follow up on here about the issue.

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Bev, Champion

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It might also be a power issue. The modems are among the more touchy things one might have in a home when it comes to power surges and voltage drops. I know mine will randomly power cycle  now and then if I try to plug it into the wall outlet rather than my batter backup power supply. It's worse at some times of the year than others (storm season is the worst and, mid to late summer the best.)

That's because the electricity here is not all that stable. My monitoring software which came with my backup confirms that I see 1-2 over voltage per month and, 4-10 under voltage per month. That could play havoc with computer related equipment, and my computers themselves were it not for batter backups that are also surge protectors and, maintain a steady voltage for my devices.

A surge strip alone is not going to compensate for under voltage, you need a battery backup for that.

Common signals that you might have the same problem are lights dimming momentarily, a digital clock loosing time or needing to be set again even if the power was not out, clock on the microwave showing 0:00 for the time when you know you just set it a day or two ago and the power has not been off.

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