Service disconnecting every morning

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  • Problem
  • Updated 1 year ago
  • Acknowledged
First let me say that we have had wildblue/exede/viasat for 5 years or more.  For the most part we have been happy with the service because we understand data and how to conserve it. We now are on an old Freedom 150 plan which is a perfect fit for our needs.  

Now for the problem. For the last month or two our service is disconnected (almost) every morning between 7:30 and 8:00 EST.  Unplugging the modem will usually get us going, but sometimes it takes several times and a couple of hours to get the connection to stabilize, and then it will be fine until the next morning.

A similar thing used to happen when we were on a Late Night Free Zone plan, when the Free Zone ended we would be disconnected and would have to reboot.  I talked to an upper tier customer service rep and they were able to fix the problem on Exede's end.

I have called customer service several times, the (always very nice) reps have assured me that there are no longer any upper tier service reps, and they are the only option.  Unfortunately if they can't fix the problem with a reboot they are at the end of their ability to troubleshoot and want to send out a service call. They finally convinced me to join Easycare and schedule a service call.  I am very sceptical that a service call will solve anything. 

Needless to say I have tried changing ethernet cables, plugged directly from the modem to a desktop, played with router settings etc.

I have sent a detailed email to viasatlistens@viasat.com, and hope to get some help from that.  I am posting this because if I anyone has had a similar problem maybe they can help, and if someone has this problem in the future they will find and answer here.

Thanks
CCJ
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Christopher Jayne

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Posted 1 year ago

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Colleen Carr

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I'm having the same issue. I have to reset the modem every morning. Had a service call and they found nothing. Very frustrating
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Andy Schack

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Christopher, tomorrow morning when this happens, before you do anything inside and while the modem is STILL off-line, walk out and inspect the dish. The reason I mention this is that I had a customer with a similar issue....it was a stupid bird perching on the tria and its tail feathers were interfering with the signal. Also, if you can safely do so, inspect the "eye" of the tria and make sure it is clear. If you see algae buildup then unplug your modem and wipe the algae off with a wet cloth. 

We live in a VERY humid area with very little air movement so algae growth is a big issue on the eye of the tria AND the reflector (dish). It's organic matter and can affect the signal just as much as leaves on a tree. In the morning this algae is more dense, as the sun comes up it loses a lot of its moisture and becomes less dense which allows the signal to come through. 

Andy
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Matt B, Viasat Employee

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Algae, I wouldn't have thought of that!  
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Andy Schack

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I learned that lesson the HARD way Matt. Years ago when I first started installing Dish Network, I had a customer call because of weak signal. The dish was roof mounted and it was aiming away from me when I go to it on my ladder. Put my meter on and sure enough, about 1/3 of where it should be....couldn't get it any higher. Thought it might have been hit by a falling tree limb so I reached around to feel the area where the 4 bolts hold the dish onto the backplate and found that the front of the dish was covered with that mossy type algae. Got a wire brush and as I scrubbed off the algae, the higher the signal went. 

A dish mounted under a pecan tree is affected the most of all the trees I've had experience with. 

Bird poop can cause signal issues as well. I've run across some dishes that were so covered with bird poop that it looked like some type of modern art. 

Best thing to clean the dish and tria with is a solution of Simple Green and a SOFT bristle brush and use a light touch. 

Andy
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Christopher Jayne

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Andy,. Thanks for the suggestion. I looked briefly and didn't see anything obvious. It did look like the tria lens was hazy, almost like car headlights that need to be polished. I also wonder if our disconnection time I when the sun is first hitting the lens. Maybe the hazy aspect is causing the signal to defract. I really don't understand how the technical aspects work, but I know that midday sun can sometimes overpower the satalite signal.

CCJ
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Andy Schack

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The lens has a matte finish but shouldn't look hazy. Sounds like moisture has gotten in and is fogging up the tria lens. It will get worse and worse. I've seen them get to the point to where half the lens is filled with water. 

Andy
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Jim16

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You mean like this Andy?  Speeds gradually got slower as the water built up.


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Christopher Jayne

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I didn't see anything like that but I will check when it quits in the morning. See if I see anything.
CCJ
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Andy Schack

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Yes Jim, just like that. Sometimes however if there is a bad seal and water can't accumulate BUT moisture can get in, it will cause fogging which will all but kill the signal. 

I used to RA trias like that until I discovered that the water is ONLY in the feedhorn and doesn't get to the inner workings of the tria. Now I take off the feedhorn and let it sit in the store for a few days, dries right out. Then I use a good sealant on the o-ring. 

Andy
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VeteranSatUser, Champion

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Water and electric don't mix!
(Edited)