System down

  • 1
  • Problem
  • Updated 2 years ago
  • In Progress
Modem cycles, won't go past network entry. I have power cycled many times, but it still just goes through everything until Network entry, then starts over.

I have tried phone support a dozen times, but they can't hear me and hang up.

I am convinced this is a network problem. And I have good signal.

Email support just cancels my ticket and says to call phone support.

My service has been down for over 24 hours
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Abe Connally

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Posted 2 years ago

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Abe Connally

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finally got in to support, now they want to charge me $95 for a service call!
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Greg Ward

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I'm getting a good connection here in Hawaii right now. However I understand there are different channels, so maybe I'm on a different channel. BTW download is about 6 mbps now too.
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James Early

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Didnt notice any difference
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Abe Connally

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I guess it is my modem, not sure, but it won't get beyond Network Entry
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Greg Ward

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I found If u are calling the national helpline number at 855-463-9333 and they authorize a repair then there is no charge. Your local installer were charge u the $95 if u don't have preauthorization though.
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Abe Connally

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they said on the phone that they would charge me $95 for the service call
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Christine Conrad, Champion

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Abe, the service call will cost you $95.00, unless you sign up for Easy Care. Then there is no charge for service calls.
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Abe Connally

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Well, there's $6 a month for service calls on that plan
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Diana, Viasat Employee

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Hi Abe,  Yes EasyCare is $5.99 per month, not unlike many internet companies. Many internet compananies have a maintenance plan you can purchase.  There are many benefits to the EasyCare Protection Plan.  At your convenience, please review this article http://help.exede.net/articles/General/EasyCare-protection-plan-available-for-Exede-WildBlue-account...

If you choose to get EasyCare,  send an email with your account information to exedelistens@viasat.com.
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Abe Connally

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I already pay $95/mth, so I feel like I am already paying enough. Your $6 should be included in the equipment fee I pay each month. Why am I paying for faulty equipment?
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J&J

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The modem will make it's best attempt to complete the re-sync process when the modem is first powered up.  If it fails at network entry, it will go back to the beginning (scanning) and proceed from there as it can.  Whenever it does make it back to "online" check your data usage..  you are in for an unpleasant surprise.

 
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Abe Connally

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Data usage is right at 7GB, which I think is in line with what it was before the downtime.
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Abe Connally

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ok, turned it on, and now it connects. that's either a $95 savings in a service call, or it's not on my end, like I suspect, which means the $95 would have been wasted, anyway.
(Edited)
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Abe Connally

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The modem will make it's best attempt to complete the re-sync process when the modem is first powered up.  If it fails at network entry, it will go back to the beginning (scanning) and proceed from there as it can. 
Yes, it's stuck in that loop. When it did finally connect, it downloaded a software update.
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Abe Connally

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I'm up, but my speed is throttled:
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wm4bama, Champion

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Usually Network Entry failure is caused by your assigned Gateway or AcceleNet server ground stations being down or obstructed by weather...these are Exede problems.

You should wait before asking for a home service request and make a log of how many times this happens and the date/time of occurrences..
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Abe Connally

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Yeah, I'm not doing a home service, if at all possible. I was convinced that it was a network issue due to the behavior, but the phone tech keep saying it had to be equipment.