Signal lost though wireless modem remains connected to my network

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Satellite signal lost after thunderstorm. Reset wireless modem. White flashing light remains after two power supply removals and reset. Recently remounted dish antenna by service tech in June? Dish seems to rotate freely on top of mounting pole although seems to be pointed in same direction after storm left area. No clouds visible.
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Ted Croft

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Posted 1 year ago

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Ted Croft

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All devices on network are not showing internet even though still with wireless net connection. Windows diagnostic says network connected but broadband signal not incoming. Started yesterday evening. Power down all overnight. Problem remains this morning.
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Old Labs

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Dish seems to rotate freely on top of mounting pole although seems to be pointed in same direction after storm left area.
Sounds like the tech forgot to tighten the dish down after remounting - it shouldn't rotate freely. Any movement will cause misalignment and there's a small margin of error. If really rotating freely get him back there...

     
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Bev, Champion

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Ted, If the dish really can move on the pole, get that installer back there to fix it and, don't let him/her charge you. If you need help from Exede with that issue, use one of the contact options on this page: https://www.exede.com/contact-us-exede/ or, send an email to exedelistens@viasat.com with a link to this thread and, your account information - they will help you as well if you have a bad install.
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Steve Frederick, Champion

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Ted, both Bev and Old Labs are correct. If your dish can rotate, that is a very bad install, or bad action on the part of that tech.

The wind during that thunderstorm has likely moved the dish so it is not aimed directly at the satellite. Alignment of your dish is critical to receive the signal for the connection to work. The satellite is 22,500 miles from your location, so even being one degree off can mean that the dish is no longer seeing the satellite.

You deserve a service call to realign your dish, along with the tightening of the hardware at no charge.
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Ted Croft

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Yeah, looked at the double band clamp on top of pole, rides the top instead of mid-pole. checked bolts and nuts. dead tight. put a trouble call in this morning. They want to go over the troubleshooting procedures with me when I am home. So more time lost on an marginal internet service that is my only choice vs dial-up. Popping along right smartly into the 21st century be we!!!
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Jim, Champion

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A picture would help us to help you. Not sure what you mean by "double band clamp on top of pole, rides the top instead of mid-pole."
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Diana, Viasat Employee

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Hi Ted, If your dish is moving, there is an issue.  Please send us an email with your account and contact information. We're here to help.  
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Bev, Champion

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This is a good pole mount. Been there a long time, no service calls since that dish was installed.
(Edited)
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Jim, Champion

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Bev, I can't see a ground wire. Is it there but I just can't see it?
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Bev, Champion

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Yes it's grounded, just not visible in those pics.
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Ted Croft

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Bev, that is the same clamp as mine, band around the front mated to a band around the rear. Mine is grounded to the brass stake driven into the ground by the electric company near power drop pole.
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Bev, Champion

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Mine is grounded on the rod provided by the electric company as well. That's a good install. The dish should not be able to move - unless something fairly large hits it and, even then, it's more likely to break the TRIA or, the arm that supports the TRIA. I know that for a fact, a tree was accidentally felled on my old did a few years ago the dish didn't budge, it got bent, arm separated from the dish and, the TRIA was broken.

One of the three times a technician has been out here. 1 was initial install, one to relocate the modem and, replace cable since a longer run was needed and, one to install a new dish after the mishap with the tree.

If you still cannot connect, please call support or, contact them by another means, they will do some basic troubleshooting before scheduling a service call.