Webpages Not Loading Correctly/Completely

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  • Updated 3 years ago
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I believe the Exede network experienced a major 'crash" on/about 3 November 2015. Since then, I have been experiencing problems with my service. Specifically, webpages not loading completely/correctly, slow downloads, etc. I live in the St. Louis, MO area.

My current modem readings are as follows:

Rx Power: -49.4 dBm
Rx SNR: 6.5 dBm
Cable Resistance: 1.5 Ohm
Cable Attenuation: 22.2 dB
Tx IF Power: -35.5 dBm
Tx RF Power: 14.5 dBm
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Susie Berry

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Posted 3 years ago

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J&J

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You have a problem with your coax cable. Schedule a service call.
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Susie Berry

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I know this is a dumb question, but would I schedule through Exede or the company that installed the equipment
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J&J

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Customer care:  855-463-9333
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Susie Berry

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Craig,

I'm on the phone with Mary Ann and she's sort of giving me a run-around.  She doesn't seem to know anything about the cable attenuation readings.  I also called the company that installed the equipment, and they said I needed to contact you all to set up a service call since it's still under warranty.

Please help!!

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J&J

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 Contact me??   You have 22.2 dB cable loss and the poor tria is transmitting for all it's worth.  The installer that put it in needs to come back and check the connections and the cable for problems.  It's a warrantee claim. Something is wrong there and the installer needs to check their work.  I'm in Central California and not an installer or employee of Exede/ViaSat.  I have a very long cable run (about 220 ft.) and my loss is 7.8dB using a cable known as LMR-400-75 (rather than RG-6U that is normally installed).  Problems with an install need to be corrected while still under warrantee.  Don't let anyone try to make you play "wait and see" or you'll be paying for a service call.  Be insistent with the installer, it's their work that has a problem and they need to fix it.

Send an email to  exedelistens@viasat.com describing the problem, requesting intervention and assistance in getting a service call done at your location.
(Edited)
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JEP

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Craig - Actually her modem and TRIA are loafing along doing practically nothing.  My TRIA runs at 100 times the power output that hers is doing.  Then again, with something so far out of whack with her coax/connector the other readings are suspect.
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Steve Frederick-VS1/Beam314, Champion

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Susie, if you purchased your Exede service through a local dealer, you should contact them and see if they can take care of the problem. If you purchased directly from Exede/ViaSat via the phone or internet, call the customer care number Craig posted.
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J&J

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@ Steve,

Good clarification on who to call.  Thanks
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JEP

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Technically speaking, your system is not out of spec, but it sure is not operating correctly either.  Yes, as has been said by others, get this fixed and don't let it ride.  And you might not want to post your status with the IP and MAC address showing.  While the odds are small, there are some mischievous people out there.