Reboot modem at least 3x a week

  • 1
  • Problem
  • Updated 4 months ago
  • Acknowledged
Ever since switching to Liberty 12-Boost 25+WiFi, we have had to reboot our modem at least 3x a week. In the past 2 weeks, it seems to be every day, if not multiple times a day. I tried chatting and was told when we are at the slow speeds, the modem can lose the connection. I do not recall reading anything like that when I switched and I was looking for just such information.
Photo of Robyn Henke

Robyn Henke

  • 3 Posts
  • 0 Reply Likes
  • Pissed off

Posted 4 months ago

  • 1
Photo of Brad

Brad, Viasat Employee

  • 2884 Posts
  • 962 Reply Likes
Hi Robyn

If you can send an email over to viasatlistens@viasat.com we can take a look at the modem to see if there's an issue with hardware. 
Photo of L.L.

L.L.

  • 22 Posts
  • 8 Reply Likes
Call customer care
Photo of Judge and Jury

Judge and Jury

  • 1531 Posts
  • 873 Reply Likes
   
L.L 

Customer care can't do ANYTHING about poor service.  They can help you with billing matters, plans, and other clerical needs, but service problems are NOT their job so anybody that shows up here complaining about customer service is directed to send an email to viasatlistens@viasat.com as  Brad, Viasat Employee advised.
YOU call customer service and see how far you get with a service problem. 
  
Photo of Jab

Jab

  • 388 Posts
  • 50 Reply Likes
Contact browser@viasat.com and indicate to this person you have Liberty 12-Boost 25+WiFi, and that rebooting is an issue.

There is an updated firmware
(Edited)
Photo of Judge and Jury

Judge and Jury

  • 1531 Posts
  • 873 Reply Likes
 
L.L.

Yup... and they'll have you check connections and re-boot your modem for you and that's about it, maybe arrange for a service call if they are frustrated enough.  

When a person sends the email it goes to Viasat Internet headquarters in Colorado, to people that have the authority and resources to do just about anything to your service that may be required to get it working right.  
 
Good luck dealing with Customer Care.
 
(Edited)
Photo of Jab

Jab

  • 388 Posts
  • 50 Reply Likes
Just curious, can the results from a DOS command (or equivalent in other OS) like this be posted?

tracert 78.46.223.24

thx
Photo of Ronald Stricklin

Ronald Stricklin

  • 152 Posts
  • 60 Reply Likes
Could be a hardware issue. Call in tech support or use the email address above and get them to run a check. If this happens run outside real quick to the dish and see if there's a buzz going on that's kind of high pitched. Or if you are an easycare customer ask them just to send out a tech.
Photo of DavidBrowserGuy

DavidBrowserGuy, Browser Expert

  • 66 Posts
  • 56 Reply Likes
For those following this thread, just wanted to let you know that the firmware update addressed Robyn's intermittent connectivity issue.
Photo of Robyn Henke

Robyn Henke

  • 3 Posts
  • 0 Reply Likes
Oh thanks! I completely forgot to update this thread!! So happy!!