no connection AGAIN!

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  • Problem
  • Updated 3 years ago
  • Acknowledged
This is my only option for internet at this time. Only reason I am still with this company 3 yrs & 6 months. Absolutely pathetic service!!! AOL dial up was more reliable. Constantly dropping. Invalid ISP, connected but no internet access, phones connected but laptop will not. Hours on the phone with techs. Surely there is a way to make this just a little bit reliable?
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Ramona Howell

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  • taken advantage of by this company

Posted 3 years ago

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billy shurbet

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we like the internet over what we have had in the past. however the installation was a botched job and we did not get the equipment installed where we wanted. instead it was put in our attic. now it appears twice a week we have to go in the attic to reset the modem to get service streaming again!
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J&J

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@
Ramona Howell

phones connected but laptop will not

That statement puts the problem squarely with your equipment.  Get another router.   Connect computer directly to the Surfbeam 2 modem with a new patch cord to verify Exede works.

Want a good router?  Don't go cheap, you get what you pay for.  The ASUS RT-AC68U is awesome.  It can even give your phone QoS priority over the computers (if your carrier allows calling over Wifi, such as T-Mobile or MetroPCS).

If the problem persist, even with the router out of circuit, send an email to Exedelistens@viasat.com describing the problem(s) and your service will be analyzed  and drop-outs of your service can be detected and resolved.  Include such information as your account number and contact phone number.
(Edited)
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Jim, Champion

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I have to disagree with Craig on this one. I have installed many "cheap" routers that work well. I use ReadyNet WRT300N @ $49.00. You may be able to find them even cheaper . . . but Hey I have to make a buck or 2.
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Jim, Champion

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Ramona, Based on your statement about the modem in the attic I would highly suspect your installation as your problem. In most places the your modem would get too hot in the summer. Try to find a reputable tech to go over your installation. If I am right about your installation please report your findings to ViaSat so this installer will not do this to another customer. If you post your modem stats (at 192.168.100.1) we may be able to help you further.
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Ramona Howell

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The problem is my equipment? So they tell me lol. I have several routers. Doesn't matter what brand I have connected same results.
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Jim, Champion

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I doubt that it is your router. A good way to find out is to remove the router and see if you get the same results. I still suspect your installation. He probably put your modem in the attic because it was easier than putting it where it should go. If he cut  corners there he may have cut corners elsewhere. Try and get it checked out before your 90 day installation warranty is up.
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J&J

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There is a problem here...   We have 2 different people having an issue with their Internet. 

I don't see where Ramona has the modem in the attic.  I stand on my suggestion to Ramona to connect directly to the Surfbeam 2 modem to isolate the problem, is it Exede or the router causing problems?  Several routers can all be configured incorrectly, but maybe not, thus a 5 minute test will tell.  A flaky patch cord only adds to the frustration.
(Edited)
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Exede Lindsey

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Hello Romona, sorry for the trouble you've had with your service, I definitely understand your concerns and would like the chance to assist and review your account. Please send your account and contact info to exedelistens@viasat.com so we can get this issue taken care of as soon as possible. Thank you