New customer - internet won't connect through laptop or router

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I was just installed yesterday morning.  Exede won't connect from my modem to my laptop nor through either of my routers.  Installer plugged in his router and showed me from his phone it works.  He said it was over his head and since he could prove on his phone it worked then he was done.  Called for support and was treated like a stupid person, got frustrated and hung up.  I would love to use the service I'm now paying for.  At this time I'm frustrated and unhappy and I haven't even got to use it at all.
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Stacey Joy

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  • FRUSTRATED

Posted 4 years ago

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Exede Kimberly

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Hello Stacey, don't give up on us yet. I can take a look into what's going on for you and get your squared away. Thank you for posting what's going on.
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Stacey Joy

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Kimberly, there is a definite problem with the modem. I had a tech guy walk me thru with taking the catline and plugging straight into my laptop. There is no connectivity and yes all lights are lit on the modem. Yes I rebooted it. Very stressed and unhappy. Will have a router that I will be using with it.
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Old Labs

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See my response below, Stacey.

Referring back to your original post, the only stupidity displayed thus far has been on the part of your installer and whomever you talked to on the phone.

Viasat's standards call for ensuring that the subscriber has access, not the installer through his devices.

http://wildbluetools.com/content/FS/20/21/002_InstallationAndServiceCallStandards.pdf

Maybe Viasat should start cracking down on shoddy installers as stated in the first sentence of that document. There are enough good installers out there whose reputations are being damaged by a few.

From the description provided here and until contacted by Exede Kimberly, it appears that there is at best a signal between your laptop and the Viasat modem. It may simply be that your laptop's operating system isn't properly configured for your network adapter. Since the directions vary, let us know what operating system and version you're using and someone may be able to walk you through it to check.

P.S. For those lurking or considering Exede, that document above should be helpful in determining whether the install you receive(d) is the one you deserve(d); and note that the installers are not Exede/Viasat employees. Ask around and find a good installer - you won't regret it even he/she is a little more expensive.
(Edited)
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HMC1940

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Stacy have you tried going to windows option on your computer and where it says lan click that and check box that says automatically detect settings. Then save and close. See if that helps.
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HMC1940

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Oh forgot to say I don't have any routers. Have modem connected to computer. It's internet option in control panel. Sorry said windows option.
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Old Labs

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Stacey,

Take a look at https://community.exede.com/exede/topics/real-time-gaming to see if hits on anything you might be experiencing - sounds like you may be another victim of a sub-par install. Sending an email to exedelistens@viasat.com to Exede Kimberly's attention with your contact information will yield some results if you haven't already done so.        
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Stacey Joy

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Thanks. Kimberly actually contacted me first and said she was going to look into it. I've let her know that I had a tech guy from work walk me thru and there is a definite problem with the modem as there is no connectivity from modem to my laptop.
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Old Labs

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OK, but just in case, if you're only referring to the response above, she may have inadvertently failed to mention the email part (I'm sure she's experiencing alot of stress these days) - she's unable to determine your account info based on your login here (or so it seems). So, just checking...         
(Edited)
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Exede Kimberly

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I'm so sorry Stacey, I completely forgot to put our email in my response! It's exedelistens@viasat.com.
(Edited)

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