Problems with Exede wifi modem combo

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  • Updated 4 months ago
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I have the exede wifi modem. We started to experience problems a few months ago with connectivity to devices; sometimes weak wifi, sometimes no internet connectivity. Sometimes I will be connected to internet on my laptop, and no connectivity is available for the ipad user. We have direct tv wired but only watch on demand some evenings, a small smart tv that only connects to our wifi late at night, and 2 phones that connect to the wifi daily. I also have an ipad that uses Wifi. The only devices constantly connected to wifi are phones when we are both home, but we are not on the phones much when we are home. I have tried rebooting our system, contacting customer service who tells me my connection is fine. Now, I am consistently experiencing game crashes on the ipad and our direct tv pay per view service is down. The directv says there is a problem with our internet. We have not changed any of the configurations; so I am not sure why it is no longer working with our directv reciever. We never excede our available data so that is not the problem. Do I need a software update??? New equipment? Honestly, the internet connection and wifi connections have been ongoing frustrations since we started this service--and we are good paying customers--never late with payments, etc. I am considering a new provider. We have two other potential providers now that are both less costly---but not sure the service will be better. Starting to think what do we have to lose--lol. 
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Lynn Hyatt

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Posted 1 year ago

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Ronald Stricklin

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Unplug it for a good five minutes and plug it back in. If that doesn't work there is a reset button on it, you'll need something like a pin to hit it. Hold that reset button for at least 5 seconds. This will set it back to factory settings completely and reset the system. If that doesn't work call customer support if you are an easy care customer. They are incompetent but this is the industry standard. They will read off a check list, run some bs diagnostics and in the end they may tell you everything is fine. If or when they do, if you are an easy care customer, tell them it's still not working and have them schedule a service call. if you are not an easycare customer cancel your service and switch companies if you don't wanna be charged for the service call. If you are an easycare customer make sure they didn't charge you for the service call. But again, power it down first, see if that resolves it. Click the reset button see if taht resolves it.

A note on directv service, I have a genie DVR, and mother has one up the road. We both have viasat. It tends to drop connection alot.
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Lynn Hyatt

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Thank you for your response.
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Brian Coverstone

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Since you have already rebooted the system, that is not the answer, and I will not insult you by asking you to do that again.

Try moving closer to the WiFi access point, like within 10 feet of it in the same room.  See if it works.

If not, it's not entirely impossible that the WiFi portion of your modem has gone bad or has a very weak signal.

I find that I prefer to get a modem only type solution and hook it to my own WiFi access points.  That gives me a much higher level of control over the type of wireless signal being broadcast.  Or in the case that a single wifi access point will not cover an entire house, it will allow me to place multiple WiFi access points in various areas on different channel (1, 6, and 11 are channels that do not overlap and are recommended for 2.4GHz) with the same SSID and passwords, so that devices can automatically roam as they traverse through the location.

If you find that the WiFi is no longer working properly, it's usually possible to disable it and use the Modem/WiFi combo as just a modem and feed it to your own WiFi device.
(Edited)
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Brian Coverstone

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One more thing I forgot to mention.  You might want to see if you are connecting on a clear channel if using 2.4Ghz.  There is an app that you can download to your phone called "WiFi Analyzer" which will show your Wifi channel, and all the other channels and SSIDs around you.

If your signal is getting trampled by other WiFi signals, you can try changing the channel to the clearest one.

On the other hand, if you are using the 5GHz spectrum, chances are you will be on a clear channel.  But keep in mind that 5GHz has much less range as compared to 2.4Ghz, which might be the problem in and of itself.
(Edited)
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Lynn Hyatt

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Thank you. These are all solutions we will try. I am not savvy enough to figure out the channel issues, but my son will be able to work through this and I will learn "how to" implement your suggestions from him. 
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Christina Barton

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I have this same issue. My internet/wifi & sometimes my phone has been out for 4 days now. We are experts at resetting the modem by now & this did not help. It is impossible to get help through customer service or technical support.  It seems as if they do not care one bit if you continue to be one of their customers or not.  After being a customer for several years, we finally have other companies moving in to our area and plan on switching.  
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Diana, Viasat Employee

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Hi Christina,  First, I would like toapologize for the troubles and frustration that you experienced with your connectivity issues.  Here is a link with some troubleshooting tips that may help.  We would hate to lose you as a loyal customer. If this does not help, please send an email to viasatlistens@viasat.com with your account and contact information.
https://help.viasat.com/internet/articles/General/Troubleshooting-connectivity-No-connection-to-Vias...
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Brenda Kara

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Unplugging, calling customer service, or resetting does not fix the issue. I did everything I can in my power to get my Internet working. I found out that I needed to install again and restart my computer. So far my connection is temporarily fixed, if not FIXED lol I called the company that gave me the equipment. They seemed more helpful then calling the 1800 number. I hope you guys fix your issues. I've been frustrated for over a month and they only credited me $75. They tried to only credit me $15 for poor service or a good month. I'll update within the week. I keep calling ViaStat. DON'T CALL THEIR POOR CUSTOMER SERVICE. You need to talk with your provider that you got your dish from.
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Brenda Kara

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This happens when you need to enter your 16 digit #for the install. Then you NEED the check mark on you dish when you align your signal, it should be a flat beep. Hit finish, then there should be a software update installing. Although when I did this, it did not connect to any of my tablets in my house, only to our 2 phones. It's very frustrating trying to do it on a daily basis and talk with customer service with my provider. Hope this helps a little, this is getting IRRITATING!!!
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ExSatUser

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Unless you are a certified installer, what you described above is nothing you should be doing as an end user.
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Brenda Kara

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I was able to speak to someone from Viasat/Exede. I had it step by step, it's been working so far, but still have minor problems with connecting some of my devices. Hopefully to get that resolved. Will update more later.
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ExSatUser

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Nobody from Viasat gave you modem unlock keys.
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skipbo2015

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You are definitely out of data if your wired connection isn't even working.   With satellite internet it's all about data and the phone and ipad are the worst culprits.  As you use your phone/ipad more, add apps, and as the phone is adding more data to itself the more you use it, you begin to start sucking down the data faster than before.  It's all about having "tight" running phones and ipads.  Delete the apps you don't use.  Reset the phone often (after saving your contacts) so that your devices are running as clean as possible - meaning it's only doing what you really want it to be doing.  You would be surprised how much your phone is working once you get into the settings and look at all the apps drawing on data.  See if while at home you can live with your phone's data turned off just let it be on the cell tower for calls and texts and not on the wifi draining your data.