No internet again

  • 1
  • Problem
  • Updated 2 weeks ago
Same problem again. Been going on a week now. Modem is working, all lights on, stats look good. But I have no connection. Windows can not connect to the DNS server. No it's not Windows, I have a mini mac on the same service and it will not connect either. Called but they can't find anything wrong. They want to send out a tech, but there is nothing wrong here. I've been a customer for 8 years and have been satisfied with this service, but if this is not fixed soon I will cancel and find something else.
Photo of James Paramore

James Paramore

  • 186 Posts
  • 61 Reply Likes

Posted 2 weeks ago

  • 1
Photo of Harvey Mueller

Harvey Mueller

  • 161 Posts
  • 74 Reply Likes
Did your configuration lose the DNS server address maybe? Go to a command prompt and run ipconfig /all and look at DNS addresses. There should be 2 of them. Try to ping google.com. Try to ping 8.8.8.8. If ping by IP works but ping by name doesn't you have DNS servr issue. If blank go to network properties for the pc and tell it to not use autimatic and enter googles DNS address. .... 8.8.8.8 and 8.8.4.4.
Photo of Old Labs

Old Labs

  • 324 Posts
  • 282 Reply Likes
Go to your modem status page - on the bottom, determine if the Web Acceleration is connected or not. Recently, I've experience it being more frequently disconnected than in the past and typically has been an outage at my core node. When disconnected nothing works despite all green idiot lights.
Photo of James Paramore

James Paramore

  • 186 Posts
  • 61 Reply Likes
It stayed off for about 3 hours and then starting working. This only happens in the mornings when I first turn everything on. Sometimes it's only off for 20 or 30 minutes, sometimes for hours. Web acceleration is disconnected when it's not working. If it does it again in the morning I will try the DNS solution posted by Harvey. 
Photo of Old Labs

Old Labs

  • 317 Posts
  • 280 Reply Likes
Yep same symptom I've been getting - was out for a full day a couple weeks ago.

Tried using a different DNS server both on router and network adapters properties.

Made no difference - comes back as internet not available when it happens.  

On my ASUS router implied a public IP address couldn't be obtained from the Viasat servers.  

Everything goes through that web acceleration proxy presumably at your core node as I understand it.

Just passing along my experience in case anybody that can actually look into and fix it is listening.   
(Edited)
Photo of James Paramore

James Paramore

  • 186 Posts
  • 61 Reply Likes
I wonder if we are the only ones. When I emailed viasat listens a week ago I was told there were no reports of outages. I called this morning while it was out, but of course they saw no problem with my connection. 
Photo of ExSatUser

ExSatUser

  • 1582 Posts
  • 929 Reply Likes
Keep reporting it. I might actually email the mods on here. Sometimes it takes done doing to make sure the right people get the message.

Remember. Just because the first line support says nothing is wrong doesn't necessarily mean all is well. Their level of expertise is poor at best.
Photo of Admiral Korbohuta

Admiral Korbohuta

  • 123 Posts
  • 57 Reply Likes
I have had a similar issue in the past. Modem and router look good as if everything is connected, but no internet connectivity. It turned out to be a maintenance outage on my beam.
Photo of James Paramore

James Paramore

  • 186 Posts
  • 61 Reply Likes
Problem continues again today. This time in the middle of the day. Was down a couple of hours. All looks fine, even windows shows I have a internet connection, but can not resolve a webpage. Web acceleration shows disconnected in the modem stats. Changing the DNS servers addresses does not help. 
Photo of Bob Lexus

Bob Lexus

  • 338 Posts
  • 118 Reply Likes
ping 8.8.8.8

if you get replies, try:
ping google.com

Photo of James Paramore

James Paramore

  • 186 Posts
  • 61 Reply Likes
Tried that, got no replies. As Old Labs states, it's something to do with the web acceleration. It shows as disconnected in the modem stats when this occurs.
Photo of ExSatUser

ExSatUser

  • 1582 Posts
  • 929 Reply Likes
Have you emailed viasatlistens@viasat.com and asked a mod to escalate this?
Photo of Bob Lexus

Bob Lexus

  • 338 Posts
  • 118 Reply Likes
Are you running thru a router?

During an outage, seize that moment to directly connect your mac to the modem