No Internet, AGAIN!

  • 1
  • Question
  • Updated 6 months ago
  • In Progress
  • (Edited)
I need you to PING my system to see if a signal is getting to the modem.

It has been 4 days since I have had internet to support my security system. This is the third time this year I have lost service.
Photo of S. Barry Brownlee

S. Barry Brownlee

  • 0 Posts
  • 0 Reply Likes
  • MAD

Posted 6 months ago

  • 1
Photo of Matt B

Matt B, Viasat Employee

  • 693 Posts
  • 321 Reply Likes
Barry,

I removed your personal information.  Please remember that this is a public forum, not a direct troubleshooting site.  Anything you post here can be seen by anyone.

I grabbed your phone number before I deleted it, and looked your account up.  It looks like you've already spoken to Customer Care, but I don't see a service call built.

The history of the modem over the past week only shows it dropping once, thought that's for the past 3 days.  Looking over the past month, I see it drop off regularly.  My first thought when I see that is to look at signal quality.  Yours is solid, no major jumps or drops.  That rules out the transceiver, most likely.  Probably the cable run as well, though I can't see any info on that with the modem offline.

My next guess is going to be the power supply.  What's the modem plugged into?  Direct to the wall, powerstrip/surge protector, UPS?  Bypass anything that's not the direct wall outlet.  If you're direct into the wall, move to a different one.  If it's still not powering up/locking onto the satellite, I'd say it's probably the modem itself.  

That'll require a service call.  If you have Easycare, then the service call won't cost anything.  I'd suggest calling back into Care, once you've followed the steps above, and request a service call to replace the modem and modem's power supply.