Radio replaced... modem replaced... same old song and dance

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  • Updated 1 year ago
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I sat down and shut up.  Great news on 2 launching.  Let's hope that by the time it's done with checkout, Exede comes up with a better version of the their wireless modem...

Sat here in the sticks... watching the modem reboot randomly.  No rhyme or reason.  It would run for 2 days and then would reboot.  It would run for 2 hours and reboot.

Finally called for services.  Tech came out.  Great guy.  Upped my to 7.5+ on a very cloudy day.  Replaced the radio.  Replaced the modem.

5 hours in...  Modem rebooted..

Three cheers for Exede and their crappy service!!
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Jim

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Posted 1 year ago

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Old Labs

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Which modem? The original modem only or the Exede WiFi modem. FWIW, there have been some suggestions here that the Exede WiFi modem is prone to overheating and some have reported relief when a fan is used to keep it cool.
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Jim

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New Wifi modem.  Yes.... did it all.  Well ventilated... all that...
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Old Labs

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Just guessing...
(Edited)
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Jim

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I appreciate it.  I'm just sad... irritated..  eSVT going away with no replacement... the WiFi modem is crap..  paying good money for unreliable service...
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Old Labs

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I hear you loud and clear. A lot of that going around lately even from long time supporters.
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Matt B, Viasat Employee

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Hey Jim,

I've run into this a few times in the past while working with Installer Relations.  What's your modem plugged into?  Power strip, surge protector, or directly into the wall?  If you're not going directly into a wall outlet, give that a try, and see what happens over the next couple of days.

I've had techs on service calls for this exact issue.  They've replaced all the equipment, TRIA, cabling run, modem, modem's power supply, and the modem's still rebooting.  More often than not, bypassing a power strip seems to work.  

If you're already directly into the wall, try another outlet, see if that makes a difference.

-- Exede Matt B
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Jim

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At this point, I'll try anything.  Moved from UPS to wall outlet...
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Jim

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just caved and bought a USB fan as well
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Jim16

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This rebooting thing was an issue a while back with a lot of customers all of a sudden having the modem reboot every once in a while, including me.  It cleared up for them and me and I can't help but think something was done on Exedes end, not an issue with the modem....?
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Jim

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We will see...  out of the conditioned power and into the wall outlet...  up 8 hours..  let's see what happens come morning
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Jim

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spoke too soon... reboot at around 8:30 hours...  can't see 192.168.100.1 from chrome but can from whatever windoze calls their browser these days...  weird...
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Jim

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Ok... up 13 hours and now can get to the modem from Chrome...  aaahhh the vagaries of Exede...
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Jim

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Welp... It rebooted sometime between the last post and today because when I got home from a business trip last night it had only been up 2 days and 14 hrs.  Sometime in the last hour or so, it did the whole "wireless won't connect" issue.  In the past I rebooted my laptop because I trust MS less that Viasat...  that would usually work.  

Not this time. Reboot... nothing.  Kicked the modem and we're starting again.

Scratch plugging it into the wall AND a USB fan blowing on it.
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Tim Spake

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So customer service can't help? Wonder why
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Jim

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I wonder...  oh they're busy replacing useful tools like eSVT with Facebook nonsense...  that's right...  

My company tells my customer base...  "Hey, yeah... we have a great part of our software you know and love and rely on...  but here's a severely inferior replacement because we can't stand up the new tool until a later day but have shut down the old tool because we can't have it running while we stand up the new tool..."

Bollocks
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Bev, Champion

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Jim, it sounds like something is definitely amiss, though mine acted like a faulty modem for all the world for weeks, then, suddenly was okay again. No one has told me what the REAL issue was but, I suspect something internal that ViaSat did fixed it.
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Jim

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I've called... and called... and emailed...  you're right Bev.  There are times that suddenly after a call, BOOM, spectacular performance... with in a couple of days... back at the same nonsense.  

Anyone from Exede have an official position on this one???  Hello??
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Jim

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For the record:
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Bev, Champion

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Other than RX Power, your numbers are better than mine and, I see better speeds than that most of the time. I would email exedelistens@viasat.com and request a senior tech review of your system and problems.
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Jim

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Every interaction I've had wtih ExedeListens has been circular in nature... I have resisted but here goes... 
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Matt B, Viasat Employee

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Jim, I have your email.  Expect a response shortly!

-- Exede Matt B
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Jim

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So quick update.  Local installer failed to show last weekend to replace the modem.  Had it rescheduled for between 8-11 yesterday.  Never received a confirmation call and no one showed... until 2.

So...  guy questioned the swap of the modem again.  New radio was installed last time as well.  Started poking at the wiring...  jiggled the grounding block a bit, modem rebooted....  so.  new connectors, new grounding block.  Will say for the first time ever the modem status view is actually "active" (bars move...  before it was just static to a point).  Anyway... it was up for a day and half and rebooted this morning.  Bigger issue is the wireless SSID not allowing connections after a period of time.  Now that I'm home all week we will see how that goes.

Kudos to the installer for spending some time to diagnose things.