No service.

  • 1
  • Problem
  • Updated 9 months ago
My service was down for about 9 hours today. I haven't used up my priority data and I am all paid up. Can anyone tell why this is happening. I live in Central Ky.
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Marvin Cosby

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  • confused.

Posted 9 months ago

  • 1
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Bev, Champion

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Marvin, this is not a direct way to contact Exede/Viasat. There are many reasons service may be down for a few hours ranging from weather at your home or gateway to maintenance, other system issues, etc... The best thing to do is call 855-463-9333 and ask them or, send an email with your account and contact information as well as your question to exedelistens@viasat.com.
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xode0000, Champion

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From your browser, go to http://192.168.100.1.  That should pull up the modem status page, which should always come up since you are going to the modem at your location only and not to the satellite.  If that page does not come up, then there is a problem with the modem at your location and you will need a service call.

In any event, what does that page show?  If you do post a screenshot of that page, please remove all personal account information first.  In particular, what does SNR, IFL and "Cable Resistance" show?  In my experience, the typical Exede network outage lasts from about 30 minutes to about 3 hours, so 9 hours could be a problem at your location.  The other possibility could be that your gateway is in an area where one of those monster hurricanes, or one of their offshoots, hit.
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Brad, Viasat Employee

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We certainly would want to take a look at it Marvin. 9 hours is definitely something to be concerned with. If you call us at 855-463-9333 we can work with you quickly to see if we can get you back online.