No access to DNS server, no valid IP address. 3 days ongoing problem.

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  • Updated 2 years ago
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No internet connection, no IP address.
Here's what Microsoft tells me after diagnostics:
'Windows can't communicate with the device or resource (primary DNS server)
Network does not have a valid IP address.'
The Network Internet Access icon shows NO connection repeatedly, not just late at night anymore.
Unplug modem which was provided by Exede, BTW, and wait, plug in, configure device, reconnects briefly, then off again.
Frustrating & forget calling customer service. That's pretty much a joke.
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Waninahi .

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  • frustrated

Posted 2 years ago

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Photo of Waninahi .

Waninahi .

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BTW, I am NOT Wi-Fi but hooked straight in. I never use Wi-Fi.
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Diana, Viasat Employee

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Hi Waninahi, Thank you for taking the time to contact us.  Please send an email to exedelistens@viasat.com with your account and contact information and we will investigate your account.
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Great Oak

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why does she have to send in the email? Why don't you email her directly and help her? Your lame attempt at stating send an email to is just as ineffective as trying to call the CS team.

If she emails the address you list she is probably not going to get a reply. stop making it look like Exede is taking care of it's service issue.

BTW what's exede's response time on those emails? Can you tell us what company policy might be on how long it takes them to acknowledge and respond?

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Waninahi .

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You're right, I got NO further reply. Didn't expect to.
On the INITIAL email days ago, I got a reply in about 13 hours, but NOTHING since then in email, after 3 more were sent from my private email provider.
That's just the way it is.
We have NO other option for internet in rural areas.
That means we put up with "whatever" or have no internet.
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Waninahi .

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 I sent all the info, got this reply: Exede wrote:
"Our engineers have verified that you are using a router. A router can have a significant effect on the performance of your service."
MY REPLY: SUGGEST YOU FIRE THOSE ENGINEERS. I HAVE NEVER OWNED A ROUTER, NEVER USED WI-FI.
Your technician 'hard-wired' me straight in to the Viasat MODEM, & can verify he did so & can verify I refuse to deal in Wi-Fi, but neighbors do.
FAIL....another fail....
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Waninahi .

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My "configuration"...Laptop sits on desk, plug goes into laptop, runs via a blue cable into Viasat Modem which sits on the floor, modem plugs into wall & has just 3 connections in the back:  the blue cable, the electric plug & the screw-in co-ax cable that runs all the way out to my satellite dish. See? NO ROUTER.
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Diana, Viasat Employee

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Hi Waninahi, Thanks for that information. Please send an email to exedelistens@viasat.com so we can take a look at your account. Where did you send the original email? We'd like to review your account again.
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Waninahi .

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The email was sent to AND replied by exedelistens@viasat.com .
Case # 00902927 regarding your Exede Account [ ref:_00D70K0Rw._500701eGeEZ:ref ]. And WHY would I send a 3rd email about the SAME problem? Your 'engineers' said I have a ROUTER, NOPE! I have a cellphone in the house, no other type of anything in the "technical" range. I don'
t even have an antenna on my TV, no radios, nothing. Laptop, cellphone, MODEM.
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Diana, Viasat Employee

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Hi Waninahi,  I was able to locate your account. Our tools are showing a router is connected between the computer and the modem. That is the reason you received that answer.  When you send an email, please include your MAC address from the modem.  Thanks!
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Waninahi .

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HOW do I find my MAC ADDRESS? What is that? I am NOT aware of a MAC address, I don't use a MAC computer. I do NOT have a ROUTER. Would you like a photo of my bare MODEM? Your engineers are WRONG, please send one out to see for himself.
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Diana, Viasat Employee

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It is located on the label on the bottom of the modem and begins with MAC
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Waninahi .

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I sent an email with what you requested & my case & reference numbers to the address exedelistens@viasat.com from my Gmail.
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Waninahi .

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Exede Diana, please be advised that my daughter's dish is within 300 feet of mine out on the lake here. She lives 2 doors down & she does use Wi-Fi exclusively, & SHE DOES have a router,so could those engineers be seeing HER equipment? Yesterday when she came over she remarked that she had HER Wi-Fi available on her iPhone as she walking over here.
Can THAT be causing all MY problems?
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Waninahi .

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If it will help, here's the whole shebang of the reply from Exede today:
Hello ___

Thank you for contacting Exede listens in regards to your concerns with your package and values and packet loss. I escalated your account information to my engineer’s to verify your connectivity. They’ve confirmed that your modem is showing great values (All Green) and you also have excellent signal quality you are within the correct speeds for your plan.
 
Our engineers have rebooted your modem and the present speeds on your package currently are:

16.83 mbps download and 5.80 mbps upload.     
 
Consider Router Issues
Our engineers have verified that you are using a router. A router can have a significant effect on the performance of your service. Since all devices in your home connect through the router, it can be the bottleneck that hampers your service -- especially if you have more than one user on your network simultaneously. To find out, connect your computer directly to your Exede modem, bypassing your router. If speeds increase and slowness issues go away, your router could be faulty or misconfigured.
 
If you are still experiencing issues try bypassing your router and verify if connectivity improves if not please let me know and we can see what we need to do. I hope this information has been informative, for further questions or concerns you’re more than welcome to give our Customer Care a call at 866.945.3258. Thank you for being a valued customer. Have a wonderful day

Thank you for choosing ViaSat, provider of Exede and Wildblue internet services, as your internet provider.   We appreciate your business.
 
Sincerely,
Social Media Escalations
 
 
ref:_00D70K0Rw._500701eGeEZ:ref
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Waninahi .

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For the umpteenth time, I HAVE NO ROUTER & am running a Dell Mini-10 laptop and am NOT running Windows 10 & do NOT have any programs, "extra storage" etc on this tiny computer, NOTHING that eats data. NOTHING that should slow me down to a crawl.
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Waninahi .

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BTW, there is positively NO ONE else using my service, NO other computers near me & I do not use ANYTHING "Wi-Fi", nothing, nothing at all.
Photo of Waninahi .

Waninahi .

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My IT son is online remotely, says the IP address on a ping should give you my MAC address.
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Diana, Viasat Employee

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I have a MAC address but I would like to verify it with the one in your home because my tool is  showing  the one on your account is connected to a router. Thanks in advance. Please send in an email. This should not be posted on the forum.
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Waninahi .

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Sent all that you requested.
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Great Oak

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so what is the status of this issue?


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Waninahi .

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Great Oak, I'll give you 3 guesses what happened....I'm still unplugging this modem & replugging & going through all the hoops, just to have what I can get. Seems like about 3pm is the newest disconnected event I can count on, besides their late night, early morning long one. They have the MAC address, they have their technician's service installation notes and know I have NO ROUTER, am NOT "wireless", Wi-Fi, they have everything....except a FIX for this.
Bless their hearts, right?
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Sharron Holcomb

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This is the issue I am having.  Sounds somewhat like yours.  Tired of getting the run around and seems like they have blinders on not looking at their end to see what their problems are.  I'm not really expecting to hear anything different Monday when I call the "Expert"    -  I have been having A LOT of problems since the new billing cycle started. I have spoke to 4 different people that have told me 4 different things that may be wrong. My new data plan started Sept 4, four days into the new cycle 63% of my data had been used. I called and was told to unplug everything and change my passwords and to call back when pw's had been changed. I called back and was told to unplug and that there were 4 devices using my data and they listed 2 microsoft devices that I do not have. I explained this and was told I had a problem on my end. I had an IT person come over an check my computer and they said only 2 devices were showing up. Saturday I called AGAIN and stated that now ALL my data had been used in 6 days. She told me to unplug and watch for 2 solid blue bars. When I got the bars she said that was good. I explained to her that didn't help with my data usage problem. She said I could have 5 more mg and I explained that would just get used up by the end of the day of she did not find out why my data was being sucked up. She said she needed to speak to a supervisor and came back and told me that they were having problems with "core" something and to call back in 2 hours and it should be fixed. I called back in 3 hours and was told she should not have done that because I am having a data problem. He then stated that I had 5 devices using my data and needed to call Monday and talk to a "Expert" who would have to log into my computer and check for a virus. I am feeling very brushed off at this moment and and VERY disappointed with the service I have received for a week now. In the mean time I have NO data so I can not use the Internet without waiting a LONG time and by the way I will not pay for 15 g that I did not use. Someone out there somewhere must have the sense to fix this for me.
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Exede Lindsey

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Hello Sharron, 

I’m sorry to hear about your data intake, some data consumption's that customers are typically unaware of are: storage, media, UPDATES, or communications. The number of wireless devices on your home network can also play a major role concerning data usage. Unfortunately we cannot control the amount of devices that appear through your wireless home network, all we can do is provide how many we see and the data consumption. If you’d like I’d be happy to provide your monthly data consumption based on your daily traffic. Please send us an email with your account and contact info to exedelistens@viasat.com