Signal loss in the evenings

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  • Updated 1 year ago
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The satellite signal drops consistently from around 7:30-10:30 every night. The modem drops to scan mode, but before that the TRIA IF bar has no signal (-35.5dbM). Once it goes into scan mode, it never recovers, until I reset it. This will happen 5-6 times in a row in the evenings, until it finally stabilizes. There are nearly zero issues during the day. Last time it happened the weather was cloudy, but no rain or snow. The system was installed in 2012. I checked the TRIA window and it appears foggy, not sure if this is by design, or there is condensation inside. All the connections appear to be clean. Any assistance would be appreciated.

Nick
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Nick Gliatis

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Posted 1 year ago

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Deku, Champion

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well it could be peak hours.... because peak hours start from 5pm to 2am. so they sugguest you use your internet during the late mornings OR the late afternoons before peak hours... cause when it hits peak hours... that is when EVERYONE is online :3 also not only that... itll make EVERYONES or MAYBE some peoples speed drop sometimes. BUT!!! not drop to the point of not using it BUT!!! able to use it to web surf the web and stuff and things like that :3 HOPE IVE HELPED YA!!! :3
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Andrew Conkin

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Like Tirzy said, it could be peak hour congestion from over-selling your beam. However, a similar problem happened to my 2012 install about 1.5 or 2 years ago. It would drop out and be unusable at random times and had lots of condensation. The original big tria had speeds up to 37 Mbps at first but slowed down as more people joined. I ended up doing a service call and the tech replaced my entire dish setup after checking everything. Turns out the tria was likely fried due to condensation per the tech. The newer, smaller tria very seldom will ever go above 20 Mbps. It has operated almost flawlessly since being installed though. I may reset the original modem once a month now and usually only when I'm over my data limit on Classic 25 / 12. Makes me nervous to upgrade to the new 50 GB Liberty plan since I've heard mixed reviews on Liberty. Anyway, if your problem is not congestion, it is likely condensation in your older tria. The new one is still cloudy but not as bad as the original. I'm in East Tennessee so weather is pretty moderate. Hope this info helps.

Andrew
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Nick Gliatis

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Thanks for the quick reply. I've thought it could be because of peak hour traffic, and the outages do not happen exactly at the same time every day, but it's still very strange because this looks more like a technical issue, the modem dropping the connection. Below is the event log from my internet monitor box. It automatically resets modem/router in the event of an outage.The UIS Reset indicates an outage. During that time, the TRIA IF signal drops and the modem goes into scan mode. 

Thanks,
Nick

4/1/2017 22:17 Status UIS Reset (1/30), Modem, Router
4/1/2017 21:55 Status UIS Reset (1/30), Modem, Router
4/1/2017 21:04 Status UIS Reset (1/30), Modem, Router
4/1/2017 20:42 Status UIS Reset (1/30), Modem, Router
3/31/2017 23:20 Status UIS Reset (1/30), Modem, Router
3/31/2017 0:44 Status UIS Reset (1/30), Modem, Router
3/31/2017 0:24 Status UIS Reset (1/30), Modem, Router
3/30/2017 8:49 Status UIS Reset (1/30), Modem, Router
3/30/2017 8:32 Status UIS Reset (1/30), Modem, Router
3/29/2017 23:15 Status UIS Reset (1/30), Modem, Router
3/29/2017 20:53 Status UIS Reset (1/30), Modem, Router
3/29/2017 19:23 Status UIS Reset (1/30), Modem, Router
3/29/2017 13:03 Status UIS Reset (1/30), Modem, Router

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Nick Gliatis

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Thanks Andrew, can the tria have signal issues because of network congestion? I feel it may be on its way out, which explains the more and more frequent disconnects. I'm located in southeast Ohio, and humidity can be high here during early morning/evenings.

Nick
(Edited)
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Andrew Conkin

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You're welcome. I personally feel like it's the tria about to go, especially if it's been running since 2012 and the signal itself is dropping out. That cover feels mobile so I have no idea how weather sealed the equipment really is. I'm sure it can handle moisture to an extent but after so many seasons I'm sure the heat and cold "weathers" the electronics inside. I'm still shocked that we can send AND receive a fairly good signal from such compact equipment to and from a satellite in space. If I remember correctly, my signal was dropping out a lot on cloudy days with no rain in sight before I had it replaced. Luckily, the tech was thorough and nice and appreciated my researching as much as I could before he arrived. I think the call was around $75. I expected it to be over $100 and was before Exede offered service plans. The tech just had to return the old tria to Exede. My speeds are usually from 2 - 17 Mbps on the new tria and around ISDN/dial-up or slower after my data is out. One other thing that could cause your signal to drop is if your dish is slightly out of alignment, but I would expect it to be more consistent on losing the connection. Also check your cable runs and make sure all coax connectors are intact. My first suspicion is still the tria. Sorry for the long reply, but I understand the frustrations of trying to troubleshoot the equipment that isn't really user-serviceable. Good luck in getting everything straightened out!
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Nick Gliatis

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What is the contact number? Last time I reported the issue, they said it was because of congestion, and asked me to reset the modem. How do I get them to send a tech out here to adjust/replace the dish ?

Nick
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Andrew Conkin

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Not sure off the top of my head, but it should be listed when you login to my.exede.net. You will have to go through the whole process where they want you to troubleshoot the modem. They have scripts to follow at customer support. Basically just advise them of the issues and that there is a lot of condensation in the tria (reiterate this). Advise them of the issues popping up during non-peak hours like the morning, early afternoon, and late at night. Also be sure to mention that skies are not cloudy and no rain is present. After they've exhausted the troubleshooting list and especially if they see the lack of signal on your modem, they will likely recommend sending a tech/installer to investigate the leased hardware. It's a hassle, but the way it seems to work. Good luck.
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Andrew Conkin

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Or maybe just insist that there has been a lot of wind (or something may have hit the dish) so you think your dish has moved.
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Nick Gliatis

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Since I work in IT, I may be able to speak with their tier 2 directly, to bypass all the redundant steps. I've done this once before when the modem was stuck on updates, and they were really helpful. Saved me a long drive down to the location. Thanks for all the suggestions.
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Diana, Viasat Employee

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Hi Nick,  Please call 855-463-9333 and ask for tech support.  We have Customer Care Representatives that will be happy to assist you.
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Nick Gliatis

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Thanks Diana, I worked with escalated support and it appears the issue may be resolved. It's too early to tell still, but the reason the connection dropped because of stuck modem updates. This happened before, but the symptoms were different. This begs the question, since this is obviously not a robust process, shouldn't the customer have some visibility in the status page and be able to identify such an issue?