Modem trouble?

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  • Problem
  • Updated 3 years ago
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  • (Edited)
I haven't had any service since 3:30 am Monday morning. I've talked to tech support 4 times already & not getting anywhere, was told to reset the modem witch I did but didn't work, then told to unplug & reconnect the power cable from the big box thing that go's from the modem to the outlet but still not connecting. All I'm getting is the power light stays lite & the second & third lights flashing. Please help also could this be from the solar flares?
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John

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  • upset

Posted 3 years ago

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Knight Rider

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Can you get to the modem page 192.168.100.1?  If so what do you see there, is everything green or are there errors?  I have a feeling either there's a modem issue or maybe your dish is misaligned and it's not getting a signal.
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John

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I'm not at home right now. But I've looked at the page and the first button is green & the rest are yellow.
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Knight Rider

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ok, on the left side there are 3 boxes, home, modem and tria, go to the modem page and look and see what your(Edit, had to look up what the correct wording was) Rx Power, RX SNR, Cable Resistance, and Cable attenuation are.
(Edited)
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John

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It's mounted on my roof. I watched the tech work on it he was the same one who installed it last year too so I know he did everything right.
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Knight Rider

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Maybe Jim can chime in with some ideas from his exp as an installer. As far as my thoughts the tech needs to make sure all the bolts are tight and the dish is no moving and maybe have to run a new cable. Its the dish is still aligned then it might be a cable issue. Maybe first have them replace all the connectors on the cable and see if the cable is corroded maybe idk
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Knight Rider

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With the fact that is rained then this happened kind of makes me wonder about the cable.
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david, Champion

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My Exede quit for a day or so every time it rained and I found it was getting water in the connector at the dish. The installer hadn't used a weather proof connector.
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John

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David my installer used a connection that has rubber ring that the cable go's into to keep water out. Had the service since this time last & never lost signal in the rain.
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Exede Lindsey

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I’m sorry to hear that your concerns were not addressed more thoroughly by our support team, John. I would be happy to review your account and see if we can trace an internal issue with your modem or signal quality. Please send your account and contact info to exedelistens@viasat.com as soon as possible. Thank you 
(Edited)
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John

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OK I just did thank you
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Knight Rider

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Your in good hands with the social media team!! I have worked with Lindsey before and Brad is working on an issues now I emailed him about. What ever the issue is Exede will make it right.
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John

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Cool thanks, all exede tech is trying to do is have me pay a 90 dollars service fee to have a tech come or change my plan lol. This has happened two times before & it turned out it was a network issues that none of them except a supervisor knew about. But I'll leave it in there hands. :)
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John

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OK here's my modem info.

Status: 1 dot green 2 dot yellow 3 dot grey 4 dot grey
Says synced

General
Rx power: -44.0dBm RxSNR: 10.0dB ODU Telemetry: Active
Cable Resistance : 0.50 hm
Cable Attenuation : 10.9 dB

Software : ut_3.7.0.3.0
Serial: 1995568247

Tria Status

Txif Power: -35.5 dBm
Txrf Power: 14.5 dBm

Module
All green
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Exede Lindsey

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Hi John, we wouldn’t want you to lose your job. I’d be glad to offer some assistance concerning your account and modem issues. Those two lights on your modem should be on and or flickering, please send your account and contact info to exedelistens@viasat.com for further support.   
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John

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Hi Lindsey, I've sent the email right now, I went into great detail on what is going on & what the installer have done to try to fix the problem on my end. Thank you.
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John

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Update on the situation, technician came out yesterday a ran a test on the modem but it couldn't make a ping noise at the dish, so he replaced the modem with a brand new one and it got the ping to work. But before the older modem would get the two lights under the power light & the new one won't meaning something is really wrong with exede. I've called exede technical support 7 times already this morning and after going though all the menu options I get put on hold but then it just hangs up on me!!! I'm sorry but I was really happy with exede until this week I work from home & need high speed Internet access & right now exede is costing me my job.
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John

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Yes he did, I watched him adjusted the dish to the point it made a long steady tone. But the older modem the second light would flash then turn stay lite, then the third would flash but would turn off & start the cycle all over again. But with this newest modem it never getting past the second light flashing. Thank you for your help by the way.
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Joshua

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What about the cable running between your LNB and your modem. Do you know if he checked if that was grounded properly? Did he also test a replacement LNB just to double check?
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John

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Yes he did, he even looked the cable over completely for cuts but it was fine.
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John

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Rx power just now hit 44.5 after being 0 all day. This is getting really weird. I'm paid for this month so I hope it gets fixed soon.
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Joshua

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Yeah, that really sounds like a short somewhere in the system. I would say even if there isn't visible damage to the cable, there may be a hairline crack, something isn't grounded right, or your LNB/TRIA needs to be replaced.
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John

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Installer is coming tomorrow, so wish me luck I really missing exede right now.
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John

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OK here's what's going on now, local installer called and said they can't come & fix my service because my account is closed. No that is a flat out lie because if it was closed they wouldn't have come out last Friday right? I called exede & my account is active & paid, this is getting stupid please I'm not saying exede is stupid I love this service but just the hole situation. Any advice?
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Joshua

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Hi John,

Glad to hear you got things working.

Joshua
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John

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Thanks Joshua, having a ball right now. Lol
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Josh

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Better to always call the main Exede number and let them check it on there side as there are dishonest techs out there.  Josh why was my comment removed? is it because I spoke the truth?
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Joshua

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I'm not sure why your post was removed. I actually don't have any moderator powers.
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Josh

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Replies can be removed by community moderators if they contain inappropriate content or private information.

Josh, a moderator for Exede Internet, gave this reason for the change:
Disparaging remark about techs