Viasat 2 modem issue

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  • Updated 1 year ago
  • Acknowledged
  • (Edited)
Someone mentioned a couple weeks ago that their modem wasn't recovering properly when it lost signal due to bad weather. 
I have now started to experience this same issue. Let me first say that all you need to do is power cycle the modem. The indicator is that you won't be able to surf, matter of fact, the SSID of you modem won't even show up as being available. If you plug directly into the modem you can't even pull up the modem status page. The light on the modem won't be all blue like it should under normal working conditions, instead the little circle will be pink and the curved bars will be purple. 
I've already sent this issue up the chain and hopefully a software solution will be available soon. 

Andy
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Andy Schack

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Posted 1 year ago

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Andy Schack

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Wanted to follow up with a slightly different version of this issue I had yesterday.

Came in from working in the yard yesterday and my Spock modem's wifi was not broadcasting. The light on top was all blue which normally indicates everything is normal. Neither 2g or 5 g was working. A reboot fixed it. 

Andy
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Nathan Hart

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That was me!!! And my issue is slightly different but similar. After a storm, signal is reestablished successfully. All the lights are blue. However no attached devices wired or WiFi will transmit or receive any data. If you access the modem through the app via LTE the app will tell you everything is good and will even show you all of your attached devices! However nothing will work on the network at all. Strictly the app through LTE. And yes you are correct a reboot solves it but that is no fix. To me the fix seems very obvious. After a satellite reconnection the router needs to renew all leases or simply reset and rescan itself. Thoughts?
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Andy Schack

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I've already sent an email to a different Brad than the one who admins this board. He had me send them my MAC address so they could watch my modem and see if they could isolate the issue. 
With is being such an issue, and my modem being where it is, I'm going to install a remote power switch so I can power cycle it without having to physically go to the modem each time. 
I know of situations where techs are swapping out modems because they haven't been told about the problem so they instinctively figure it must be a bad modem.

They wanted me to send a detailed email with all the various issues I've run into (because I tend to take notes so I can give details most can't) and installation issues I've had. My Wife said "absolutely NOT". She said when they start paying me for what I've got inside my head, fine but until then, I don't work for free. She's right, so no email.  

Andy
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Oliver

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Trust me I feel the same way about my problem with gateway proxy crashing....I wasited my time with tier1 support as it is. If viasat had a bounty program I'd work up an exploit for them for crashing the gateway proxy system.
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Nathan Hart

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Andy after contacting Viasat listens and even telling them about VIP status they still completely ignored my request to let me speak to an engineer or high tier support. They did what you said. Replaced the modem. Haven’t had a storm yet but interestingly the WiFi behaves differently on this modem. My original modem would list an iPhone as 2 devices and would scramble the names of some other devices. I really want to believe in this integrated router but I think it’s just a dream. Also don’t understand why they want to be bothered with router support at all. They should stick with straight modems. Save everyone a lot of headaches. If my problem persists after the next storm the netgear goes back online. Please tell me you’ve heard of no bridge issues?
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VeteranSatUser, Champion

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New wifi modem or not, I would not want to replace my router. Too much hassle and I am use to the features, control, flexibility, and signal strength my current router provides.
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Nathan Hart

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Andy have you received any feedback about our Spock modem issues?
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Andy Schack

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Zip, zero, nadda. 

However, in MY case, the issue seems to have gone away as mysteriously as it appeared. Haven't had to reboot in a few days now. 

Are you having this issue?

Andy
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Nathan Hart

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They replaced my modem, and there hasn’t been bad weather since. Still waiting for a storm. I guess I could just go put a cookie sheet over my tria and simulate an outage. Might try this weekend.
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GabeU, Champion

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Is the Spock modem the one that's referred to as the Toblerone?  I know the Spock modem is the VS2 modem, but I'm not sure if it's the same thing.  
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Old Labs (VS1-329-L12FZ)

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Is the Spock modem the one that's referred to as the Toblerone?
Yes - I believe Spock refers to the naming convention I saw for the firmware version or some other version I spotted in a post here. For whatever reason, Andy has been told to ixnay on the ockspay... I'd hazard a guess as to what but it'll just trigger another legal debate and I hate those  ;) 

The official name is the Viasat WiFi Gateway.
(Edited)
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Brad, Viasat Employee

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a little insight to the 2 iphones is that I know it sometimes sees IOS updates as a potential different device
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Nathan Hart

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Has anyone noticed any improvement with the new firmware update that just came out?
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TQ

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What version Nathan?
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Nathan Hart

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This was updated on my modem this week
(Edited)
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Andy Schack

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That's the same thing I"m seeing on my modem. 

Andy
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Nathan Hart

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Are you seeing any improvements?
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Andy Schack

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Haven't had to reboot the past couple days. I guess we'll see over the next week or so. 

Andy
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Nathan Hart

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Have to wait for a storm myself to judge. I do know that after the update the Viasat app says it cant connect to the modem anymore. Although everything is working fine. And my iPhone is listed 5 or 6 times under WiFi.
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GabeU, Champion

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It's like GetSat and the double posts:  it REALLY likes your iPhone.  :)  
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Brad, Viasat Employee

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The Viasat WiFi Gateway is the name of the white pyramid shaped modem found with ViaSat-2

Everything else that might conjure a C&D order from CBS/Paramount  or Swiss-Willy Wonka is an unofficial nickname.
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Old Labs (VS1-329-L12FZ)

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If you disassemble it you'll find a very small sarcophagus - but please don't open the sarcophagus... all heck will break loose and it will void your warranty even with EasyCare.
(Edited)
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Brad, Viasat Employee

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Obviously where else did you think Brian the Alien ended up?  Kidding!!! (People like that alien. Here's what really happened in Viasat lore canon: https://community.viasat.com/viasat/topics/update-brian-the-alien-returns-home)

The sarcophagus inside is actually Eddie

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Andy Schack

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Saw Iron Maiden back in 1978. Nobody had ever heard of them at that time.....they opened for RUSH. Eddie certainly left an impression on this then 14 yr old. 

Brad, thanks for clearing up WHY everyone would wince when I used the term Sp*ck modem. Never got an explanation, just cringing. 

That legal dept out there has everyone afraid of their own shadow. Heck, we can't even accept Discover Card because of the head of Legal. 


Andy
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Brad, Viasat Employee

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I doubt we'll get a Vulcan nerve pinch from CBS lawyers or anything honestly since it was only the internal nickname. 

Maiden is at the top of my bucket list. I missed the last tour because they came shortly after my wife and I visited Belgium (Awesome trip but the airport got blown up and caused a lot of unexpected traveling to get home so that killed the budget) BUT I did get to snap a photo of "Ed Force One" at the airport so that was a cool constellation prize


 
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Jim16

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Wow!  Rock & Roll must pay good.
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Nathan Hart

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Finally had a storm with the new modem. Same problem. Satellite reconnects and no attached devices wired or WiFi will transmit or receive data. The modem shows it is connected to all the devices. App reports no issues. All connected but no internet. Reboot is the only thing that resolves this. Getting pretty annoying.
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Sounds like the need to do some firmware updating.
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April Owen

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Ok I have a problem I need help with I have two blue lights and the circle is purple I have no internet service I have done reset and nothing has helped. Any got any suggestions
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Andy Schack

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Call Customer Care and have them set up a service call....probably a bad tria. 

Andy
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fishedo3

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April,  any updates with your issue.  I had the same problem for about 4 days and it just went away right before a tech came out.  Just wondering about a common underlying cause.
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No real problems here, except that a couple of days ago when I rebooted the MODEM it took over ten minutes to cycle up. It appeared to be in a circle of reboots. The last light would start blinking, than all would go out and it would start over..... I don't wait for lack of service before I reboot the MODEM, as I figure it slowly starts to degrade from the moment I turn it on, so I make it a point to reboot about once a week.
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Andy Schack

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What you described was a tria about to die.....or possibly a defective spot in the coax. 

Andy
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Maybe, but it's worked fine since. However, I'm running on the original system I've had for years. The only maintenance call was to have someone come out and repoint the dish, because the bank it sits on above the house moves slowly. Electronics seem to love me. I do fine on-line with a refurbished W7 machine that I paid $79 for! I've had it for years. The damn thing is never going to die.  My laptop is an Acer XP. I'm not cheap, but I'm frugal. Haha.
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After being told by corporate to call tech support and ask for SAC department I spent 45 minutes running ridiculous tasks and being on hold, and was never connected to SAC. Just another promise of a return call. What will it take to get Viasat to take seriously the issue with the Spock modem? Andy have you ever received any reply yet?? If they won’t even allow you to share the issue with an actual technician I fear the problem will never be resolved. How are you supposed to report an issue to a legitimate person? The bottom tier techs are a joke!!!
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No. I never got a reply. I was told however to stop "being negative", so look at it this way....we get to visually examine our modem on a fairly regular basis when we have to reboot them. 

Mine stopped exhibiting this issue for a while but has started back the past couple days. But, on the positive side, half my sales area has been shut down so I don't have to worry about new customers having this issue.

Andy
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Nathan Hart

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Wow.
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VeteranSatUser, Champion

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Why has half your sales area been shutdown?

And quit telling the truth! The truth hurts!
(Edited)
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Andy Schack

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Several Large Beams were shut down Friday afternoon, one of which covered half my sales area. Other areas that didn't have VS2 service and were still selling VS1 were shut down as well. 

On the positive side, I know a few dealers who don't have to worry themselves with having to keep ordering inventory. 

Lots of installers who were still sticking it out basically became unemployed Friday. 

Andy
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JSheridan

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They switched our area to a beam on the old Anik satellite.
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Andy Schack

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What kind of data and speeds are you able to offer?

Andy
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Wow! The old Anik hasn't crashed and burn yet?
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Nathan Hart

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What’s your zip code?
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Looks like my area got shut down too, only Liberty 12 Mbps plans here now for new customers. Just glad I get to keep my Unlimited Silver 25 Mbps with 150 GB priority data - beats Liberty 50 12 Mbps for the same price.
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Steve Frederick-VS1/Beam314, Champion

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Same here in my area.

Service Not Available In Your Area
Viasat satellite internet is unavailable in 14821.Due to strong demand, new installations have been suspended in your area. We apologize for the inconvenience.
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Old Labs (VS1-329-L12FZ)

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Ditto except I also get the following tease:

While Viasat is not currently available in your area, we're headed your way with super-fast services soon!

Let the speculation begin - last time soon meant February 28 ;)
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Andy Schack

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.....but they didn't say WHICH Feb 27th

Andy
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Nathan Hart

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Two rain storms so far. Nothing too crazy, but have not experienced any issues so far since the new firmware.
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Andy Schack

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I haven't either. Perhaps they've figured out what the issue was and fixed it. 

Andy
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Nathan Hart

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Let’s hope so! :)
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Andy Schack

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Spoke too soon. Already have had it happen twice tonight. Interrupted 2 file downloads. Slightly different twist this time, I could pull up the modem via wifi and see all the stats and everything showed fine but you couldn't even pull Google. First time it fixed itself after a minute or two, second time took a power cycle. 

Andy
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Nathan Hart

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Well d*mn. . .
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Andy Schack

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Potty-mouth

Andy
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Did either have you Exede from the inception? There was usage meter issues, problems communicating with certain routers, and websites that wouldn't load (weather.gov a big one). It took months to get the bugs out, but they eventually did.
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Nathan Hart

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I started with exede in October of 2014. Was absolutely perfect from day one for me. I knew VS2 would be buggy. I’ve just been really frustrated with Viasats inability to report an issue. Tier one tech support is as helpful as a chat bot. They refuse to let me talk to SAC team. All promised return calls never happen, and viasatlistens is basically lip service. Most requests are closed or ignored with no resolution of any kind. Not sure what viasats test methods are but they definitely do not seem remotely interested in end users experiences.
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I understand your frustration Nathan. And I agree, it is hard to talk with somebody who actually understands and can comprehend that there may be a problem.

Viasat was very buggy back in 2012. When you got it in 2014, it was pretty stable. Still, when I got Wildblue in 2006, was stable from the start for me and the usage meter monitor on the Wildblue system was far superior to what we have today. It could actually show your usage every quarter hour. That was very helpful when trying to figure out WHEN a big diwnload took place.
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Nathan Hart

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Sadly even my DirecPC worked perfectly and that was in 1998. I imagine the earlier systems were the equivalent of an adding machine compared to VS1 & 2 though.
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Andy Schack

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Me? Started with DirectWay I think it was called....been many moons ago....the system was only for downloading and used your dial-up for your connection. Then Starband....first one running in FL was at my house....first speed test was 2.4mbps which back then was absolutely unheard of....sat up downloading off Napster all night. Seen technology come and seen it go. VS1 was and is a fairly stable platform. My VS2 system delivers better speeds but I wouldn't use the word stable to define it at this point. 

Andy
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I had Direcpc in 1996. I used a one way system until I got Wildblue in 2006. So 10 years on one system. It didn't have the upload...that was dialup, but download speeds were decent for the time. And in actuality, my primetime download speeds tonight were no better than Direcpc in 1998. So while I can consume more data, performance during peak hours has been relatively stagnant back to and before my Wildblue days.
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Andy Schack

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So it was called DirecPC?...been to many years. Seems like I remember DirectWay being printed on the dish reflector. 

Back in the Starband days. it cost $800 to get the service installed. I was swamped for the first couple months. Huge pain in the butt to install....this was back when Windows 98 was the primary OS and getting that turd to recognize a USB connection was tougher than the Middle East peace process. 

Andy
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Direcpc was what it was called first. I self installed in 1996. There was an ISA card (yes that) that was the modem you installed in the machine. Then I believed it evolved to a PCI card and then finally a USB box of I remember.

The biggest "challenge" was when the satellite disappeared I believe in 1998. It made national news. It didnt really disappear, but rotated off axis or something for some unknown reason. I remember having to retune the dish after that. But the system was a godsend. .I had faster internet than most people. I mean this was pre DSL, cable internet, etc. One had to get a T1 line to do better. Fiber was in its infancy too. I mean cell phones had only been around for a few years too as far as for the a average consumer.
(Edited)
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I started with DirecWay, though it was the DW6000, so it was two way.  This was back in late 2004.  1Mbps down, and who know what up.  I still had the same setup, though the HN7000S modem, in Feb 2016, when I finally upgraded to Gen4.   I was getting 1.6Mbps down at that time, and it was very reliable.  The techs who were upgrading me to Gen4 were shocked I was getting that speed on such an old satellite.   I then upgraded to Gen5 in Mar 2017.  

My folks still had dialup until they got Gen4 in Aug 2016.  Can you imagine that?  Dialup in 2016?  I had to do all of their Windows updates.  I'd bring their laptop to my house about once a month and update it.  They live right across the street, so it wasn't a big deal, but it was interesting, that's for sure.  It was getting so bad that my stepfather couldn't get on Facebook half of the time, and they were paying $25 per month for that garbage, and it was AOL.  UGH!!!!  I HATE AOL!!!!  LOL.  They love the Gen4, but compared to dialup even entry level DSL would be fantastic.  
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Nathan Hart

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Nathan Hart

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I thought DirecWay was the name of the first two way satellite internet. AKA Hughes Gen 3?
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Sounds about right. I never had the two way system.. I know there was a 3000 series, I think that was one way. When a 4000 series that was the two way.
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I thought DirecWay was the name of the first two way satellite internet. AKA Hughes Gen 3?
It was.  Prior to 2002 it was a one way service and both the service, and company, were known as DirecPC.  Then, in 2002, when it became two way, both the service and the company were known as DirecWay.  The parent company was Hughes Communications.  In 2007 the division was spun off and became HughesNet, which was bought by Echostar not long after that.  

I think Gen3 referred to the HN9000 system, Gen2 the prior two way systems, and Gen1 the one way systems.