my service comes and goes continuously. its not out for long but it mess things up having to wait for it to come back
Posted 3 years ago
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!
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!
Hi Anne, please send us your account and contact info to exedelistens@viasat.com so we can further review and find out why you're experiencing so many drops in connectivity.
It might not be your own equipment. I've been seeing multiple posts complaining of the same issue. I think there is some sort of SNAFU either with the software or the hardware on Exede's end.
I need to get it fixed ASAP. So I hope they do something about this whole mess quickly.
It's almost certainly a SNAFU on Exedes end. Everyone's modem can't be going out at the same time. I'm afraid the delay in getting the new satellite up is starting to take it's toll.
Christine Conrad, Champion
I agree with you Jim16, but why are the moderators ignoring the issue, with all these people having the same problem. Exede Lindsey responded to a few, asking them to email him and he would see what is going on with their modem.
Why are they not communicating with the subscribers and tell them that they know they have a major problem. Communication is important.
Why are they not communicating with the subscribers and tell them that they know they have a major problem. Communication is important.
My internet went out another 2 times in the last 2 hours. I was trying to catch up on some work that I wasn't able to do with the previous loss of service. From what I can see it goes down about every hour to an hour and a half.
They are definitely ignoring the issue !!! The least they could do is have the common courtesy to say hey we have a problem, but noooooo!!
Do you know how strong you signal is that connection will go in and out at random times
I don't know how strong it is when it goes out. I do know how to check it. The signal should not be dropping every 1.25 hours like clockwork.
Steve Frederick-VS1/Beam314, Champion
My signal is around 9.2 dB. This is not what is causing my modem to drop connection.
No it not you signal if it at 9.2 the need to be higher the better
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
The only problem I had 2 or 3 the is the Client- Side Proxy Statistics kept Disconnecting
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.
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.
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 :(
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.
Wow they only gave me 20 bucks off my bill !!
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 !!!
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!
Steve Frederick-VS1/Beam314, Champion
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.
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.
never once seen them admit when they have a problem on their end. and same is happening to me as well
Diana, Viasat Employee
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!
Thanks Diana!! Mine hasn't gone down since 9:30 this morning!! That's a record!! Maybe it is all straightened out now !!
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 !!!
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
Steve Frederick-VS1/Beam314, Champion
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.
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)
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..
Bev, Champion
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.
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.
cannot even watch a tv show or movie with out it cutting out and no signal available in the basement area.
this service sucks. so disappointed.......
this service sucks. so disappointed.......
Steve Frederick-VS1/Beam314, Champion
Elizabeth, the Viasat modem/router combo has a marginal WiFi signal coverage. You need to get a third party router and connect that to the Viasat modem/router with an Ethernet cable, and you will get a much stronger WiFi signal and increased coverage throughout your home.
VeteranSatUser, Champion
Or install a repeater.
Anne Carothers
Exede Lindsey
Please give us a call at 866.945.3258 so we can get this issue taken care of as soon as possible.