My service is erratic

  • 6
  • Question
  • Updated 12 months ago
  • Answered
my service comes and goes continuously. its not out for long but it mess things up having to wait for it to come back
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Joyce Trupiano

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  • frustrated

Posted 2 years ago

  • 6
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Exede Lindsey

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Hi Joyce, please give us a call at 866.945.3258 and allow us to take a look into your account to verify your connectivity and your modem status. Thank you
(Edited)
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Anne Carothers

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Still no call or change in my service. Lost a client due to faulty connection.
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Exede Lindsey

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Hello Anne, 

Please give us a call at 866.945.3258 so we can get this issue taken care of as soon as possible. 
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Anne Carothers

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I am glad I am not the only one experiencing this. Mine went out 6 times between 8:30Am and 4:00pm. I have spoke with 2 different reps. They say to schedule a time for the service guy to come, who is really a sweet guy so no fault on him. But he is out of state training people so he can't get to me until this weekend!
Did I mention I have only had this service about 3 weeks. I only got this internet for my work from home job I just started. And I can't do my job if the internet keeps randomly resetting. I can only pay for this blasted internet, mind you I got the highest data package for my job, if I can't do my job!
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Britt McAllister

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I just odd i have two dishes one in my name one in my wife name an an they both work great one stays at 8.1 and the other at 9.6
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Britt McAllister

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The only problem I had 2 or 3 the is the Client- Side Proxy Statistics kept Disconnecting
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lawow74 .

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Anne, the fact yours is rebooting regularly like mine is speaks strongly to a failure in the network, either something wrong with the firmware of the modem or in the satellite/NOC. Sporadic disconnects would point to equipment failure on our end. This sort of repeating error speaks to a problem on their end. Prior to this beginning, my modem had been online for 28 days straight. I suspect they made an update and it broke service for some people, and now they're trying to figure out what happened while giving us the runaround.
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Anne Carothers

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I finally got ahold of someone today. They know something is wrong on their end. They said they hope to have it fixed in the next two day. I don't know if I believe them or not and am currently waiting for the other shoe to drop. They mentioned something about the satellite. I am still "encouraged" to keep my appointment with my service tech just to be sure.
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Colleen Carr

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I'm in the same boat. I have several small jobs I do from home and have already lost one of them due to internet issues :(
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lawow74 .

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My modem's been resetting all day, roughly every 60-70 minutes. It always comes back up, but that's annoying when you're trying to do things that need a constant connection. It's not the router, I've done everything I can to it and tested it out of the loop. Exede claims there's no outages, but I'm willing to bet something's gotten borked up and the CSR's either don't know or are being told to keep silent about it. I've got a service call scheduled for next Friday and they credited me with a month of service, but this is still irritating.
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luvtodrum

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Wow they only gave me 20 bucks off my bill !!
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Anne Carothers

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If this doesn't get fixed quickly, as I have yet to hear from anyone about the issue even though I sent the requested info 5 hours ago, I am prepared to start raising hell. I should not be chasing down help when it is an issue on their end. I have been trying to get this fixed since yesterday.
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luvtodrum

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I have been fighting this for 2 weeks to no avail. Finally got thru last night and telling me oh it`s on your end !! So set up service call but will be the 16th !!!! This is getting really really old !!! Down today of course too !!! Seen where some on here are getting full month`s credit !! GAVE ME A WHOLE 20 BUCKS OFF THE BILL !!! Geeze !!!
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Lynn Pagans

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Constantly resetting over and over has been a problem at my house as well.  This has been going on for approximately 2 weeks and has been the WORST the last two days.  Last night, it was in and out so much that it was UNUSABLE.  This has gotten OLD and frustrating! 
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Anne Carothers

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Went down another 2 times this morning. What do I have to do to get this fix? Who do I have to talk to to have anything happen?
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Corky

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Mine is doing the same thing and really bad the last 3 days.  I have to unplug modem and router multiple times per day now to get service back up.  Last two nights, when working, have been receiving speeds less than 3mps on download speed and then jumps back up to 16-18.  Something is wrong and not at my end.
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Steve Frederick, Champion

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The total silence on the part of the Exede Moderators is very disturbing on this issue. My modem is resetting every hour to hour and a half, like so many others have reported on this and the worldwide forum, and no response from Exede/ViaSat.

Customer service telling people they need to set up a service call for this problem is the worst solution I have ever heard of. It cannot be a subscribers modem failing, they can't all be failing at the same time. It is most likely the latest modem software update that is causing these unnecessary modem resets, and no service call can fix that, it must be done by the Exede/ViaSat engineers. 
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James

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never once seen them admit when they have a problem on their end. and same is happening to me as well
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Britt McAllister

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How strong it you signal? Do know how it check it?
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Diana, Viasat Employee

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Hi All, Our team has found a resolution to the constant rebooting issue. We are proactively correcting all affected modems in a rolling beam by beam fashion. All modems will bet fixed by the end of the day. Thank you for your patience.  Have a great day! 
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luvtodrum

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Thanks Diana!! Mine hasn't gone down since 9:30 this morning!! That's a record!! Maybe it is all straightened out now !!
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luvtodrum

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Well, mine has been up and going great for 8 hours now !! What a relief !! I don`t know why we had to beg and plea knowing it was on Exede`s end the total time !!! Why couldn`t someone had looked into this days ago when everyone started complaining ??

You know what ??? Integrity goes a long ways and this company seems to not have any at all.. If you have a problem or if something is wrong and you know it OWN UP TO IT !!!

I think you or the company owe a ton of customers an apology and credit where credit is due !!

We suppose to feel like idiots in this society in more ways then one and that is just not right !!!

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luvtodrum

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Well, mine has been up and going great for 8 hours now !! What a relief !! I don`t know why we had to beg and plea knowing it was on Exede`s end the total time !!! Why couldn`t someone had looked into this days ago when everyone started complaining ??

You know what ??? Integrity goes a long ways and this company seems to not have any at all.. If you have a problem or if something is wrong and you know it OWN UP TO IT !!!

I think they owe a ton of customers an apology and credit where credit is due !!

We suppose to feel like idiots in this society in more ways then one and that is just not right !!!

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Sheri Toney Millikin

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I'm having the SAME problem and this has been going on for MONTHS. A workorder was put in to have the dish adjusted and NO ONE has been out. I am losing service day and night whether I'm hooked directly to the modem or through the router. Is anyone EVER going to follow up with this? Without the router I do NOT have "wifi" service and this is becoming a HUGE waste of money when the library is FREE. I need someone to come out and ADJUST this dish as was written up in the workorder and if you look back on my account it's easy to see it's been going on for MONTHS. I'm losing data I'm paying for. No rollover...just gone data. I'm burned out on this
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Steve Frederick, Champion

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Sheri, you need to send an email to the moderators, Exede employees, at exedelistens@viasat.com. Include your problem, along with your account number and a phone number. Do no post that information on this forum, as this is a public forum, and not connected to your account.

Also, you have posted in an old thread, which has  been tagged as Answered, which may not get read by the moderators. You should start a new thread with your post, that way it will be looked at by the moderators more readily.
(Edited)
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Chuck Zimmerman

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I am having the same problem of the modem dropping multiple times a day.. If I don't reset the modem it will eventully start on its own. Very frustrating..
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Bev, Champion

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Chuck, the best thing to do is call Customer Care at 855-463-9333. Alternately, you can email exedelistens@viasat.com and ask them to take a look and see why this is happening.
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Chuck Zimmerman

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Thank you Bev,  my problem ref# is 35942267.  Before 1PM today I was dropped 3 times.  The modem now has been up for 3:58 minutes since last dropped.