Replacement Modem and Setup

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  • Question
  • Updated 1 year ago
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I want to replace my Exede cable modem (it no longer works).  I know it is standard technology, but I need the setup instructions to configure the modem for my account.  How do I do this?
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Mark Sheeler

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Posted 2 years ago

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Bev, Champion

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You don't, you call customer service at 855-463-9333 or, email your account information to

New modems need to be provisioned and, that requires an installer log in from your computer. The exception is if you are in an area that can get the new WifI Modem, then if you get one, it will come with self install instructions. That also costs an extra 5.00 per month.
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Exede Lindsey

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Hello Mark, 

As Bev has mention, please give us a call at 866.945.3258 so we can get your account reviewed and set up a service call to replace your existing modem if necessary. Only our qualified trained techs can install and replace your modem. 
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Mark - And keep in mind it is NOT a cable modem like you can buy at your local store.  You have to use the correct ViaSat modem.  Do as Bev says.

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the problem there is that the installer id is confidential and is going to be tough to get one, because pointing is easy,, it will ask you for a beam key, wich they are easy to look around.
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Larry Byars

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What is wrong with your modem. Is it powering up if not it could just be a power supply
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Josh Lewis

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Yeah my modem is dead too. I am being charged a $95 service fee to replace their defective equipment. Therefore the company is incentivized to provide poor equipment because they generate more revenue with every service call. Not a good business model for the customer.
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Jim, Champion

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ViaSat/Exede makes nothing on that $95. It goes to the technician who comes out. Have you looked into EasyCare?
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Brad, Viasat Employee

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To bounce off Jim, that's all going to the technician we send. EasyCare will give a free service call as long as you keep it after 90 days of getting it. You can remove it at anytime as well. $5 vs $95 
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Frank Hagar

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My child broke my modem in half. Do I need to return the broken modem in order to receive a new one? How much would it cost?
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Brad, Viasat Employee

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Did they just break the plastic casing? I don't see how someone can break a modem in half short of taking a power saw or something to it. Please send us an email (and picture) to