Replacement Modem and Setup

  • 2
  • Question
  • Updated 1 year ago
  • Answered
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?
Photo of Mark Sheeler

Mark Sheeler

  • 1 Post
  • 0 Reply Likes

Posted 4 years ago

  • 2
Photo of Bev

Bev, Champion

  • 3287 Posts
  • 1463 Reply Likes
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.
Photo of Exede Lindsey

Exede Lindsey

  • 1827 Posts
  • 163 Reply Likes
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. 
Photo of JEP


  • 987 Posts
  • 718 Reply Likes

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.

Photo of Exede SAN FELIPE


  • 4 Posts
  • 0 Reply Likes
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.
Photo of Larry Byars

Larry Byars

  • 41 Posts
  • 16 Reply Likes
What is wrong with your modem. Is it powering up if not it could just be a power supply
Photo of Josh Lewis

Josh Lewis

  • 0 Posts
  • 0 Reply Likes
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.
Photo of Jim


  • 542 Posts
  • 279 Reply Likes
ViaSat/Exede makes nothing on that $95. It goes to the technician who comes out. Have you looked into EasyCare?
Photo of excede tech

excede tech

  • 1 Post
  • 0 Reply Likes
As a tech for viasat excede i wish i got paid $95 for a service call. Its more like $45 weres the other $50 go
Photo of Old Labs (VS1-329-L12FZ)

Old Labs (VS1-329-L12FZ)

  • 4281 Posts
  • 4367 Reply Likes
Do you work for a dealer? If so, you may want to ask him. Otherwise it may depend upon the retail channel you receive referrals from.

I had a service call once and remember the installer complaining that he was only getting 1/2 the fee and the other 1/2 went to his boss (whom he contracted through). 

As I recall, Jim is both an authorized dealer and installer (one of the advantages of working for one's self).
Photo of Jim16


  • 2453 Posts
  • 2183 Reply Likes
Doesn't the tech get paid like the rest of us?  Per hour or a salary from the company he/she works for?
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3176 Reply Likes
I think a lot of them just do it part time and get paid by the job.
Photo of Brad

Brad, Viasat Employee

  • 3519 Posts
  • 1320 Reply Likes
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 
Photo of Frank Hagar

Frank Hagar

  • 0 Posts
  • 0 Reply Likes
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?
Photo of Brad

Brad, Viasat Employee

  • 3413 Posts
  • 1282 Reply Likes
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

This conversation is no longer open for comments or replies.