No connection, weather related??

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  • Updated 10 months ago
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I just had my service set up today and still no connection. I've called twice and they say it's weather related. It's cloudy but not even raining!!!! Should this be happening??
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karen

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Posted 10 months ago

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Bev, Champion

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Karen, weather outages can be caused by weather at your home or, at your SAN (Satellite Access Node, aka gateway, ground station.) Customer care does monitor the weather and, if they are telling you it's weather, then, they have enough outages and, satellite maps combined to tell them it is because of the weather either near your home or, at your SAN.

Your SAN or gateway is usually not near your home, it can be thousands of miles away. For example, I live in southern Arkansas and my SAN is in Wyoming.
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Diana, Viasat Employee

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Thank you Bev for responding. Karen Bev, provided you with the information regarding how we determine weather issues.  It does not have to be at your home or in your area. Once the weather passes, you will be able to access the internet. I'm sorry you have to experience this, the first day of your service.  
Please send an email to exedelistens@viasat.com if you need or want additional information with your account number.
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Andy Schack, Champion

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Karen, if all your lights on the modem are on then your modem is online. I have had several situations recently where the ethernet cable was bad, try another one and see if that helps. If you only have the top light on and the second one keeps flashing then the modem isn't seeing the satellite. A service call is required to fix this.

Andy
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Bev, Champion

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Or, in the case of the Boost 25 Modem with Wifi, if the circular light is solid blue, it's online. 
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karen

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Well, it turns out it was NOT the weather. I had to call 3 times before someone would believe me that it was not the weather. You would think since I had just had my service connected that they would have some other troubleshooting rather than just oh it's weather related. When I plugged my laptop straight to the modem it worked fine so I had to figure out on my own that it was the router.
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Bev, Champion

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Karen, there was likely a weather issue at your gateway and, when that is happening, there isn't anything a representative can verify as NOT being weather related until the weather clears.

Since you have a stand alone router, that is your responsibility to troubleshoot. One of the first things Customer Care SHOULD, but doesn't ask every time is that you connect to the modem with an Ethernet cable, then troubleshoot from there. Wireless can have problems that a wired connection doesn't have.

I will say though that the technician that installed your service should have made sure you could get to a webpage before he left. If he was able to get to webpages on his laptop, then, he should have stayed to investigate or at least, suggest you plug your computer into the modem. I'm sorry that didn't happen.
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karen

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He couldn't help us with that since we couldn't remember the password to the router. Once he was gone we figured it out but couldn't connect.
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James

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reset the router and set a new password on it .
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Andy Schack, Champion

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Just to mention something here. She didn't say that the router was connected when the installer was there. I have had several situations where customers went out after I left their house, with the system working perfectly, and bought a router and then failed to set it up properly. There is no way the installer could have known this and he certainly wouldn't be responsible for what goes on after he leaves the residence.
A quick note on routers. When you go to a store to buy a router, do yourself a favor and don't buy the cheapest one there...the more expensive ones aren't just more money for the same technology. Personally I tell customers not to buy Belkin, D-Link, or Linksys routers due to my experience of 18 yrs in this business. Whenever I attend a meeting or training seminar and I chat with other dealers and installers, they all hold the same opinion of the router brands I listed. The best most reliable ones are Netgear, TP LInk, and Asus. One last note, if your router is more than 5 yrs old, do yourself a favor and buy a new one. I cannot TELL you how many times I have had to take a router off my van and hook it up in order to PROVE to the customer that it's NOT the internet but their router that is the issue. Think for a moment on how much you are going to be online at your house....why in the world would you want to be using devices that cost hundreds of dollars and then buy a router that cost $35 at Walmart...doesn't make sense.

Andy
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Jim, Champion

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Andy, I have to disagree. I tell customers that unless they are a sophisticated user desiring a lot of bells and whistles a cheap router will do fine. I carry and install a ReadyNet 300 for about $35 and haven't had the first complaint. I actually use one myself.
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Andy Schack, Champion

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Those cheaper routers simply won't work when you are dealing with 5,000 sq ft houses or houses which have been added onto which means you are shooting through former outside walls which have foil backed insulation. Now when it comes to using laptops then it's not so much of a problem BUT when you are dealing with smaller, lower power devices like smart phones then it makes a HUGE difference. Yes, they WILL work with the cheaper, lower power routers but the customer is going to complain non-stop about them working slow. A good, high quality router will be much more powerful and will give the customer a much better experience.
I use an app called Network Multimeter to prove my point to customers, it performs a LIVE speed test so I can walk around the house and observe not only signal strength but actual speeds. Many a time I have walked down a hallway, into one of the corner bedrooms and the customer's cheap router bottoms out. I install a high quality router like the Nighthawk and the speeds remain constant throughout the house.
Now just to repeat, when using larger, more powerful devices like laptops and even some tablets, you can often get away with a cheaper router. But like I said, you are going to use the router each and every day, why not invest at least half as much money in your router as you are in your iPad.

Andy
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Bev, Champion

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I would have to disagree on Netgear. I bought one, thinking it would do better than the Linksys I was replacing. I was wrong, the Linksys had served me well for 5 years, the Netgear fried the first time we had a rain storm. When it rains here, the power fluctuates (low voltage) and, flashes off and on frequently - as in 2-4 flashes per minute sometimes. Linksys routers handle it fine, Netgear did not. Store and Netgear both refused to give me a refund on a 48 hour old router that no longer worked simply because of rural co-op electricity.
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Andy Schack, Champion

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Depends on the model. The cheaper Netgears are probably not any better than other cheap routers. If you go with one of the 1200s or higher, you are usually good to go. The really nice thing about Netgear is the Genie software they come with. Also they are super easy to set up and make changes to.

Andy
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karen

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In no way am I blaming the technician. He did an awesome job!!! My main concern here is customer service. The first guy automatically said weather without asking any questions. The 2nd person would not even listen to my concerns that it wasn't weather. I was like do you think there could be another problem?? She said no. Ok, well the 3rd guy didn't want to listen until I kept saying it's the router, it's the router, not the weather. Help me figure out how to connect to it. Finally he gave me the number to the router support where I found out we had router problems.