Signal loss every day!

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  • Problem
  • Updated 2 years ago
  • Acknowledged
Have problems losing signal every day, today it took 15 mins to re-establish a connection then an additional 15 just to be able to load this page to post this rant!
To me this is totally un-acceptable, there is no reason it should take over 15 mins to connect when only 10 mins before it was running correctly.
I cant even get a speed test to even load to bitch about how slow it going to be, and NO! I AM NOT OVER MY PRIORITY DATA!
Customer service is a JOKE, from the very first day i have had this problem and it has not been fixed yet...over a month now!
As of right now the speed test that has timed out once and taken 36 mins to load is stuck at 0.02 download blazing fast speeds......
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Todd Gardenhire

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  • AGGRAVATED

Posted 2 years ago

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JEP

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Something is not right with your installation or configuration.  What does your Modem Status look like?  

http://192.168.100.1/?page=modemStatus
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Brian Shackelford

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Todd -

What plan are you on and are you still within your Priority data allotment?
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Todd Gardenhire

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RX power-40.9   RX SNR-8.6  cable resistance 1.0  Cable Attenuation- 1.2-8.6 varies

I am on the liberty 10 and NO i am not over my priority data.
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Brian Shackelford

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So ....

Have you tried connecting your system directly to the modem and seeing if it is better? If it is a new install and you are within 30 days I believe you can get a service call to come out. I would call in and request Tier 2 support and ask them to escalate it if the Tier 2 cannot assist. If they won't pass you to Tier 2 then ask for a supervisor.

Send an email to exedelistens@viasat.com. Beyond that there are a few other things yet that you can do, but would try these first.
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Todd Gardenhire

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The system IS connected directly to the modem....I have had a service call and they came out and said it was fine, pretty much what i expected since it took me calling the local installer and the exede service multipal times before they could get on the same page.
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Lisa Weaver

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I'm on the same plan, Todd. Welcome to the new "normal". Sadly, Exede 10 was the perfect service for me up until just 7 or 8 weeks ago, when the service went to heck in a hand basket. I'm lucky if I complete a download during the Late Night Free zone without having to re-start it 3 times. And daytime service cuts out several times randomly. I'm thankfully done with my 2 year contract & only on a month-to-month basis until I move next month. 

You have my condolences being stuck with this subpar service for 2 years. Good luck. :(
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Exede Lindsey

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Hi Todd, I apologize you’ve had to experience these connection issues. Please send us your account and contact info to exedelistens@viasat.com so we can review your account and see if we get this taken care of for you. There might be an issue with your modem internally that needs service.  
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Bev, Champion

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Attenuation should hover around 7 to 9 unless there is a storm near you, then it may drop but, if it's dropping below 6 routinely on clear days, that indicates a problem that may need a service call. You might want to consider getting Easy Care if you do not already have it. If you do then I'd suggest requesting a service call.
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JEP

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Bev, I think you meant Rx SNR, not attenuation.
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Bev, Champion

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No I don't work for Exede or Viasat in any way. I've had the service for over a decade and, I've seen more than my share of people complaining for this or that reason when 90% of it is lack of research and/or refusal to pay for a service call when one is needed.

Yes there is that other 10% where it is either weather or a gateway problem but, that isn't the case very often.
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Todd Gardenhire

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Attenuation is most usually in the 1's and 2's
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Markgc, Champion

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Mine connects within minutes. 

Have you tried connecting during the day or are your connection issues during the busy time?
(Edited)
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Todd Gardenhire

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Seems the connection issues are whenever, in the afternoon and evening.
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Markgc, Champion

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Have you looked at your TRIA TX  (transmit) power levels on the modem GUI ?
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Todd Gardenhire

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Tx IF Power: -28.0 dBm  Tx RF Power: 30.1 dBm 
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Todd Gardenhire

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Customer service thinks it might be the ethernet cable....
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Markgc, Champion

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That sounds about right but I will have to look at my modem statistics tomorrow.

I thought the modem lights can tell you if you are connected but I may be wrong.  I suppose that it is easy enough to try another ethernet cable and eliminate that theory.
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Bev, Champion

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If the modem lights tell you that it is connected, the issue may be with your computer. Do you have another device you can use to see if that might be the case? If it is, we would be happy to help you trobleshoot that as best we can via the forums.
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Ken

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In the last week or so I've been having a couple drop-outs per Late Night Free Zone use. Starts out with only the top LED lit.  Win7 troubleshooter says to reboot modem which I've tried to do multiple times each occurrence with no luck.  Sat. status page says all ok except CLIENT-SIDE PROXY is disconnected (?).  By then I usually get to about 3 LEDs lit but the bottom one just won't light. Usually then have to reboot the whole system a couple times to restore...  This only happens during LNFZ use it seems and is really getting old. I'm usually streaming Netflix w/o problems when it quits.  One night just after 12am and the next night just after 1am. (I'm still on the old 12-5am LNFZ plan BTW)  Seem to be related to DSN somehow I'm guessing?
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Diana, Viasat Employee

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Hi Ken,  We can sure take a look at your account. It may be congestions or another issue. Please send your account and contact information to exedelistens@viasat.com and we'll check it out. Thanks and have a great day!