PLEASE HELP ViaSat - How do I get real tech support?

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  • Updated 9 months ago
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Several weeks ago I started having issues with the Internet constantly going down for hours at a time. Sometimes rebooting the router solves the issue, sometimes it does not. Like most people my Internet is related to doing work, so this is a huge issue for me. I've contacted tech support twice, the first lady (who was friendly, just not equipped to assist) tried to insist that there is a difference between unplugging the router from the back of it versus the wall!

The second guy was only slightly more useful. And BTW, when are companies going to figure out there is nothing more likely to outrage someone, than a tech support person who can't help with the issue trying to convince you to buy upgrades!

Further description:

1. When the Internet goes down, if I log in to the router it still shows that it is connected and has an IP address. However I can't get out to the Internet whether connected to it directly, or via wireless.

2. When I call tech support they keep trying to insist it has "not been offline for 2 weeks". Since I've been resetting it, that's clearly not the case.

3. The router has plenty of air space around it and is not running unusually hot.

4. If I don't reset it, the Internet will, at some point, usually come back online on its own.

I do not have the patience to call and once again get connected to a low level tech support person who can't do a thing and keeps asking me their check list of questions, even after I've explained the facts above.

How do I get some assistance?

Thanks
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David

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Posted 10 months ago

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Stephen Rice, Champion

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Are you using one of those Viasat modems that has wifi built in?  Those wifi modems are horrible.  Many people on this forum go out and purchase their own wifi routers and connect those to the Viasat modem, effectively bypassing the Viasat wifi.

I would try plugging your computer directly into your Viasat modem and seeing how it works.  If it works fine, then wifi is the issue.
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Stephen Rice, Champion

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Scratch what I just said.  I just realized you mentioned not being able to use internet, even when plugged into the modem.

I would send an email to Viasatlistens@viasat.com describing what you just said.  It will take 24 hours to get a response but those people are at corporate and can help.

It wouldn't hurt to sign up for Easy Care incase a tech has to come out.  Its only $5.99 a month.  Keep it for a few months until you know the issue has been resolved and then cancel it if you would like.  Otherwise, they will charge you to send a tech out.
(Edited)
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David

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Thanks Stephen, I'll email them. I also hoping someone will see this post and assist. Yes, I've got one of the Exede Wifi modems that cannot be bridged. I use a mesh wireless system in combination with it, with routing on the mesh system turned off. But I've isolated it to the modem (or outside the modem) by disconnecting everything else, and connecting to the modem directly.

Thanks for the advice on Easy Care. What I would really like is just for someone to send me a new modem to test, but I have a feeling that may take an act of God
(Edited)
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Stephen Rice, Champion

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Viasatlistens might be able to assist in getting you a replacement modem.  There shouldn't be any need for a service call to swap out modems.

But whatever you do, make sure you sign up for Easy Care before any tech performs a visit.  

I don't currently have easy care, but if I ever need a visit, I am going to sign up for Easy Care and cancel it a couple of months after the visit is performed.

It is a shame that we have to pay for visits to maintain equipment we are leasing, but that is just the way it is.  At least Viasat gives us the Easy Care option.
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Bonnie Clayton

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I am having the exact same problem.  Internet constantly going down every day, reboot modem, and it works until today.  Called tech support and they said a service call is needed.  Thankfully I am an Easy Care Customer so no big deal on that.  I just hate that this interrupts my work every single day.  But it is the best option available for my very rural area.  :(

What modem would anyone suggest if we were to buy instead of rent?
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Old Labs (VS1-329-L12FZ)

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Unfortunately, you cannot buy your own modem since it's proprietary and required to use Viasat's services; however, you can buy your own router, although this sounds like an alignment issue in your case.
(Edited)
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Bonnie Clayton

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Oooohhhh, sorry, obviously I'm not techy.  LOL
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Old Labs (VS1-329-L12FZ)

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No problem, it may be the modem also - but Viasat has no way to determine if that's really the case since you aren't connected except for prior logs. What do your modem statistics say is going on at http://192.168.100.1/?page=modemStatus

Surprised they didn;t ask for them prior to scheduling service but who knows and with Easy Care it's relatively unimportant.
(Edited)
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John

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Hi David -

1. When the Internet drops out and you log into the modem, have you done any ping tests to see if the modem is indeed still connected to the Internet?

2. Is there a chance you might have a duplicate IP address on your network? Try turning off everything on the network, including the mesh system.  Then restart the modem, and then the PC connected directly to the modem, and see if you are able to remain connected to the Internet.

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David

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Hi John,

When Internet drops out I cannot ping anything outside the network. As far as duplicate IP addresses, as mentioned above when it happens I've disconnected everything else from the network and the problem persists, so I don't think this is a duplicate IP address issue.

Thanks
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David

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I should note that the thing I find unusual and would I think, give a Viasat engineer a big clue, is that the modem continues to show online even when I cannot access anything through it.
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John

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Hi David - Contact DavidBrowserGuy and try the firmware update.
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DavidBrowserGuy, Browser Expert

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Several of you have posted of intermittent issues with the built-in wifi in the Viasat modems.  We have identified a potential root cause and have a modem firmware version that incorporates a candidate fix.  Before deploying this software across the network, we would like to upgrade the modems of a small number of users who have encountered this issue and get feedback as to whether the issue is, in-fact, resolved.  If you would like to participate, please email me at browser@viasat.com, providing the phone number associated with your account.  Thanks.
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Oliver

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i think its related to the client side proxy of the modem locking up. on the none wifi modem in bridge you can wake it back up doing a force renew on dhcp for modem. this seems to force a reset of the clintside proxy. on wifi modem you cant force dhcp refresh so have to reboot modem or wait for the dhcp timeout
(Edited)
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DavidBrowserGuy, Browser Expert

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Interesting theory, but its actually related to DHCP lease query processing.
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DavidBrowserGuy, Browser Expert

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For folks monitoring this thread... We have confirmation that the firmware update resolves this intermittent connectivity issue.  This fix will be in an upcoming release.  For those of you who are experiencing this issue and want your modem upgraded with a pre-release version, please email us at browser@viasat.com.