Outages are a weekly occurence now

  • 2
  • Problem
  • Updated 2 months ago
  • Acknowledged
  • (Edited)
Viatsat2 has gone from bad to worse.  Why is it so hard to keep the service up during the day?  Do you guys have established after hours maintenance windows?  These are not weather related events.  I can't continue to keep the service if I can't depend on it for work. $160 a month is too steep to not have it up when I need it.
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Tom

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  • totally frustrated

Posted 4 months ago

  • 2
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Nathan Hart

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Are your modem lights blue during the outage?
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Tom

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Yes
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Nathan Hart

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Moderators!!! Are you seeing this??? Andy and I keep telling you about the Spock modem issue!!! Nobody will listen to us!!! This problem is becoming more and more widespread! Somebody do something!!!! The SAC department will not talk to me or return my calls even after telling them that corporate instructed me to contact them.
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Dlee

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There was an outage for a couple of hours today at the Denver core node that affected pretty much all large beams.  Modems would show blue light but no connectivity.  It was resolved about an hour ago.  Not sure if it affected any small beams.
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Tom

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That would be my service area and I would like an RCA on this outage. Nathan, to your point, yes that has been an ongoing issue but we just deal with it.  The last few weeks though the service doesn't come back after a reboot so there are definitely back end issues that should not occur in the middle of the business day.
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Bradley

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On the bright side ViaSat just added some sweet new military contracts. Maybe they will get a different modem.....Maybe it will work when they need it to.
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PT Reaves

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I'm having the same problem in the San Diego area along with slow speeds all day and night. They tell me it's not congestion yet around 11 PM - thru 6 AM PST my speed will increase to 30 MB + Downloads. If that's not congestion, please tell me what it is? All they do is lie to you when you call them. 

(Edited)
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Steve Frederick-VS1/Beam314, Champion

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When you say "slow speeds all day and night", what speeds are you seeing?
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Tom

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8:30AM 7/31/2018 and totally down again. 2 days in a row. Good job guys.
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Tom

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Back up after a 30 min outage
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Tom

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Daily outage now. Usually around 1030am MST. They have jacked up the bird good at this point.
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Nathan Hart

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I know this may sound redundant, but when I have this issue after storm, all lights blue but no data flow, a reboot of the modem fixes it. I assume you’ve tried this?
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Tom

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Of course.  That happens. I'm not even counting this as an issue anymore. My concern is when bouncing the modem doesn't fix it which is happening almost daily. Except today.. So far.. Knock on wood.
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Nathan Hart

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Maybe the new firmware they just loaded this week will help you. Please let us know if you see improvement.
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Wayne Mayo

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I've had this service for about 3 months now.  The reliability is extremely bad!  I started keeping a log of how many times it drops out, either internet or entire wireless network.   Stopped counting because it is SO frequent.  I've rebooted this modem / router more times than should EVER happen.  And when going over my data limit, I'm getting speeds DIAL-UP would run rings around.
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Tom Sellards

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I am still on firmware 0.00.30 build 0 May 15, 2018. Is there a way to force an update? I don't see any means of doing it manually.
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Nathan Hart

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This is the firmware that automatically loaded this week.
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Susan Tate

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I am having the same problem in Texas. It is so frustrating to try and watch a movie on Netflix or Roku and have it continuously interrupt to buffer for minutes at a time and only have it happen again in a few more minutes. The internet is also getting slower when using my laptop.

I wonder if there is a tv/internet provider anywhere that lives up to their claims.
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Nathan Hart

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Wow!!! Your signals are great!!!! Best I’ve ever seen actually. Sounds like you might need a service call though to address the regular dropouts. Send a message to viasatlistens@viasat.com and let them know that contrary to your excellent signal strength your experiencing regular drop outs. When you signed up what plans were offered???
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Wayne Mayo

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Bronze, Silver, Gold I think.  But I can only afford bronze.  I'm not complaining that I'm over my data limit - I get that part.  I just thing going from 12MBPS to .25 is a bit much on speed limitation.  I will send an email to viasat - thank you.
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Nathan Hart

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Was it silver 12 or 25, or Gold 12 or 50. I only ask because I’m trying to determine if your on a small or big beam. With a SNR of 10+ I’d assume your on a small beam.
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Wayne Mayo

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I want to say it was Bronze 12, Silver 25, Gold 50.  I'm on Bronze, 25MBPS, 40GB limit.  Silver is 60GB, Gold is 80 I think.
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Nathan Hart

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Sounds like a small beam to me, and that’s a good thing. Hopefully viasatlistens can get you straightened out. Please follow up and let us know the outcome.
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Tom

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I'll give credit when it's due.  The service has been pretty stable for the most part lately although I've been traveling a lot. But at least it is up when I need it up.  I did drop from the gold plan to silver simply because I was paying for gold while receiving silver speeds right at the time the service stabilized so I'm not sure if there is any correlation there.
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Nathan Hart

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My service on VS2 has been flawless since the last firmware update. Outside of a few cosmetic issues on the app and the modem menu, I can’t complain. Leaving VS1 was definitely the right choice.