No service, modem issue

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  • Updated 1 month ago
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I'm posting here in hopes someone might know some sort of trick that might fix my modem issues without having to have a repair tech come out.

I have emailed Exede (twice) and gotten the canned response to power cycle my modem which I have done (in the recommended manner) so many times that I've lost count.

The service will not connect. On the rare ocsssion it does, it is for a period of 3-5 minutes before service is dropped and will not come back. Cycling the modem does nothing. Release/renew IP through command prompt does not help either. Problem has been ongoing since the start of the month but has gotten worse(previously the service would stay connected for at least 30min-1hr).

Issue presents in two ways:
#1 - top power light is solid, no other lights flash or come on at all. This shows up as "unidentified network" on my PC.
#2 - top power light solid, second light flashes for a long time then becomes solid, third light flashes but never becomes solid, eventually modem cycles itself and goes back to second light flashing. Shows up as "network connection" as it should on PC, but troubleshooting throws an error code of not having a valid IP address. Again, command prompt release/renew and flushing DNS does not help.

Weather is clear and beautiful. Nothing is obstructing the satellite. Problem is at all hours of the day, so not related to network congestion. My data cap has not been exceeded. Based on my past experience with a similar issue when I was with Hughesnet this is probably a modem issue where the modem itself needs to be replaced.

I have not called to tech support yet because I live in an area with no cell service and have to drive a fair distance to get signal, which means I cannot call and be at the PC at the same time, which I assume they will need.

I'm up the creek with no paddle if this is something they need to send a tech out to address since I am currently caring for a family member with dementia and having strangers in the house is a definite no-go.

So if anyone has suggestions of something I can try on my own, it'd be much appreciated.
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Sabin

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Posted 3 months ago

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James Paramore

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This happened to me a few years ago. Turned out to be bad connections at the dish grounding block. Also another time I had my modem go through the connection process, but would never connect, that turned out to be a bad modem. 
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James Paramore

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Unscrew the connectors at the block and check for corrosion, like mine were. The bad modem would need a service call, or you can email at Viasatlistens@viasat.com and maybe they could check it.
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Sabin

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Thanks! I dropped them an email and will take a look at the connectors at the grounding block.
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Steve Frederick, Champion

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Sabin, you should send an email to viasatlistens@viasat.com. This will reach a member of Viasat's corporate media team, employees at Viasat's headquarters. They can review your account, altho from what you have said in your post, it will most likely require a tech to come to your location to check things out. It may be an equipment issue, dish realignment or cable problems.

In your email, include your account number and a phone number.
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MEM

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Have you had nearby lightning strikes just before this problem developed?
That tuned out to be my case.
I needed a tech to come out three times to find a lightning burn at the dish cable interface.
He refused to go on my roof the first two times saying that Viasat did not pay him enough to climb on my roof. My roof is one story high with a normal roof pitch.
All three times I told the tech that I thought the problem was located at the dish, but he ignored my requests to climb on the roof and check it out. 
I would not take no for an answer on his third visit and he reluctantly agreed to investigate the dish.
His intransigence cost me three weeks of internet usage.
Viasat really needs to get a grip on their quality control of technicians. I struck up a conversation with the technician who came out three times. He had just gotten out of prison and did not seem to care about solving problems.
I think he got paid only once for the three visits, so he shot himself in the foot.
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Bev, Champion

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That email to Viasatlistens@viasat.com should get answers for you. That really sounds like you need a service call. If that's the case, Easy Care makes it much more affordable.
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Bev, Champion

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Would it be possible to schedule a service call at a time when the person that is adverse to strangers would be sleeping or, otherwise confined to a single room of your home for an hour or so?

Perhaps there is a respite care person that the one who needs care could be with during the call?

I know it can be tough but, I'm just trying to think of ways to get you back online.
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Sabin

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Thanks for trying to help us 'think outside the box', about this. We've been brainstorming trying to come up with possible ideas as well. In the future we *might* be able to pull off something like having her stay in a room while a technian is here.. the doctors have us trying a new medication that is supposed to help cognitive ability/stabilize mood, but as things are right now it's definitely a no-go. We have had our mail redirected to a PO box and our driveway gated off so no one drives in/stops at the end of the drive as even these things have the potential to trigger an episode.

I had gotten an email from someone at Viasat who said they were looking in to seeing if they could get a replacement modem sent out through some other means, but I haven't heard back from them in about a week and a half now, unfortunately.
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Bev, Champion

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Email ViasatListens@viasat.com again. Link to this thread so they know what you're talking about and, include your account and contact information in the email. Sometimes, in special cases, like yours, the Viasat staff that post here can pull strings no one else can. They might be able to get that modem to you and, arrange for a call to allow you to provision it yourself while on the phone with a senior technician.

They did that for me once in a special situation years ago so, it might be harder for them now but, you can ask them to try.
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Matt B, Viasat Employee

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Sabin,

We're still working on it on our side.  We're looking into having a modem shipped to you, the problem is that is way out of process, we need to track down the right people that could make it happen!
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Sabin

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Matt, thank you! I did just send an email again to the viasatlistens address, so apologies for that, I sent it before I saw this reply.

I appreciate the update and appreciate you guys making the effort to make this happen for us!
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Andy Schack

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99.9% sure that you have a bad tria.....the part that goes out on the dish. They can develop a short that will allow the modem to almost fully boot up and then will reboot. Changed out dozens of them. 

Andy
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Sabin

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Well,
the last I heard from anyone at Exede was 2 weeks ago, and it sounded like things were moving in a positive direction at that time. I sent an email yesterday just to touch base and check in and got an automated "this case has been closed email"???

Sent another email to open a "new case" I guess, and posting here for visibility.

I've been paying for a service I can't use for 2 months now. The first time I contacted Exede about this was May 6th. If there is nothing they can do then I would just like to be told so instead of this lack of contact as it's terribly frustrating.
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Andy Schack

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Simply unbelievable!! 

Andy