No Internet service sometimes for days for no apparent reason.

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  • Updated 1 year ago
Three times this month my internet service has quit since the billing date. The bill was paid. The last time was last night. My billing date is the 4th of each month, I have 10 GBs and so far this month I've used 4.2 GB. My service has been down for as many as 3 days at a time. There was no rain falling, the DirecTV dish is right beside the Exede dish and the TV never lost signal. This is an inconvenience to me. I'm paying for service I'm not getting. My service was good up until lately.
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Helen Thurston

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  • disappointed, sad, confused and frustrated.

Posted 1 year ago

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Helen Thurston

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,My internet was down last night and back up this morning. What in the world is happening to Exede. For years I've had good service but lately every time I turn around, I don't have internet service. The bill is paid. I've only used 4.2 GB of 10 and my bill date is the 4th. I should be good...very good. I'm tired of paying for service I don't get.
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Jim16, Champion

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We must all understand that Exede is behind in upgrading their Satellite service because their scheduled launcher blew up 18 months ago. You can go ahead and blame them for lots of things but they can't control that part of the equation.  The new Sat. is built and waiting it's turn, as are a lot of satellites that got delayed.  Things will greatly improve in a few months and continue to get even better.   https://www.thecoastnews.com/2017/01/12/viasat-reveals-newest-satellite-which-will-increase-speed-ca...
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Art Konstantino

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I also might add that when things seem wrong like you just described, go back to start. Unplug the modem and router. I wait for 1 minute. Then plug in the modem. Then the router. Your dish antenna may need adjustment if you had some seriously bad weather which you say you did not have.

Of course the bigger issue is what the industry calls "Congestion." That is when too many people are calling for information from the single satellite. I do hope that when Musk or whoever gets the new one up, it will make a difference. Good luck Mrs. Thurston.
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Steve Frederick, Champion

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Helen, you should be checking the modem status for signal strength, the RxSNR  should be at a minimum, 6.0, if it is less than that, it is likely that your dish is out of alignment. This will cause you to lose your connection at times. Also, the cable resistance should be less than 4 ohms.

You can see the modem status by going here http://192.168.100.1/?page=modemStatus
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Dan

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Can stand it anymore. I am switching to DSL. Ive email customer service several times with NO response.
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Brad, Viasat Employee

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which email are you sending it to Dan? I know there's a customer service email that goes to the front line. If you email us at exedelistens@viasat.com that goes to myself, Lindsey or Diana here in the corporate office and we tend to reply within 24 hours in the order that the emails come in. I can personally respond if you send one today or tomorrow for sure.