Router issues

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  • Updated 6 years ago
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Archived and Closed

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Just got my satellite installed yesterday and tried to get WiFi to work today.  Just not sure where to begin????   This company certainly isn't like the last 20 I signed up for Internet service with.  They won't even talk to me about it.  I'm supposed to call the manufacturer of my router (which worked fine down the street at my business that has enjoyed Century Link WiFi service).  

The customer service representative seemed to enjoy telling me I had to figure that part out myself.  Really Piss Poor service.  Not sure where to go to from here.  Guess I'll have to spend the rest of my week trying to figure out how to get the WiFi to work from the consumer forums on the Internet.  I will certainly make it known WHAT COMPANY that I am having trouble getting a little direction from on this conundrum!  

And, don't get me started on how much they downplayed what the costs are associated with canceling this (if you wan to call it) service.  I'm actually considering it, even after all I've gone through in just getting the satellite installed.  NOT HAPPY:-(
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Kathryn Blaylock

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Posted 6 years ago

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Sam Hunt

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That is disconcerting.  I found this on the Internet for you.  Quite a bit of jargon you'll have to translate.  What model and make is your router?
http://www.dslreports.com/forum/r27014604-Exede-Linking-exede-modem-cat-5-hub-wireless-router
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Bsweep

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Hi, first off the customer service is pretty good when you get the right person. Some are terrible and some are great. Some reps I can't even understand. When this happens just hang up and try again. 

They won't help you with the WiFi. They even say that in their Q&A's. That said, I use a brand new Netgear router that works very well. Most routers will work well right out of the box with default settings. I suggest resetting your old router to default settings and trying again. You'll just have to set up your security. Once you plug in the cable you should see the router on your laptop Internet Access icon. 

 If all else fails I suggest contacting the manufacturer of your router and let them walk you through the set up procedure. 

You are not going to sink! 

Also, I suggest posting the brand of your router and Model number. Then the more experienced members can help. 

FYI, I would not trade my Exede for anything. I'm a happy customer.


(Edited)
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ExedeCrystal

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Sam, Bsweep - Thanks for posting, your input is very helpful.
Kathryn,
I'm sorry for the inconvenience. We do not provide routers and we do not troubleshoot problems with routers so customers will usually get directed back to the router's manufacturer for assistance if there is an issue. However, assisting you with setting up your WiFi should not be a problem. Please send an email to exedelistens@viasat.com with your account information and I will be glad to help you setup your WiFi.
Thanks, ExedeCrystal
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Sky Blaylock

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Well Done, Exede/Wild Blue.  I don't have WiFi, yet.  But, I believe the one I have here is more suited for a telephone line.  Tech sites tell me I can reconfigure the ports to accept the satellite modem. 

However, when I called to find out about the phone line that was also supposed to be activated I was pleased to work with 2 other customer service reps who were more of what I would have expected from this company. 

Nikki (who later transferred me to Joe in the Corporate Office) helped me get the right address to send whatever I need to get the phone line going.  Nikki was extremely patient, because I was quite upset.  She was good with the pat response about how you don't help customers with this problem. 

I hope I don't get them in trouble, but they gave me some names of router manufacturers and Joe even had a list of routers that had been tested.  So, I won't have this problem of not having the right kind of router. 

Whew!  I'm getting an education...I wasn't really that interested in.  Sam, Bsweep & Crystal:  Thanks for your encouragement and expertise.  It's good to catch someone before they get too tightly wound. My family all get upset when I do.

I also appreciate the exedelistens@viasat.com addy - and concept.  You all were right there to help me.  Thanks.

Oh...and Joe let me know there are some inroads being made to provide your own product/service to solve this issue in the future.  Technology seems to move so fast, yet tools aren't being rapid-prototyped rapidly enough to keep up with the demand. 

All of this gave me a headache...so, think I will be logging off now.

Much Gratitude,
Kathryn
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ExedeCrystal

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Kathryn,
You're welcome and I'm always here to help.If you ever need assistance with anything, don't hesitate to shoot me an email. Have a great week.

ExedeCrystal

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