Why is it not working?

  • 1
  • Problem
  • Updated 4 years ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

A week ago I noticed my Internet and WiFi weren't working so I rebooted my modem, but it didn't fix the issue! I blamed the bad weather and tried again the next day! Still not working! I called ViaSat and a tech told me that I didn't reboot correctly, so I did it "the right way" and I was connected for about 2 minutes, just long enough to say bye to the tech! I called again and I was told that there was maintenance done and to wait a day! So I waited 3 days, the exact same issue only that now suddenly I had supposedly used 7 GB (in 7 days with modem etc shut off most of the time!!!) I called again and the tech told me AGAIN that there was maintenance done and she couldn't look into the data usage but she also couldn't explain why my Internet wasn't working. At this point I was so mad, I had my husband call again a few days later, all they did was give us "extra 5GB no charge" which I can't use because my Internet is still not working! I don't wanna waste any more of my time calling a tech, emails are not being answered, I can't wait for my contract to be up so I can get some real Internet!!!
Photo of Anne Cosalter

Anne Cosalter

  • 4 Posts
  • 0 Reply Likes
  • frustrated

Posted 4 years ago

  • 1
Photo of Steve Frederick-VS1/Beam314

Steve Frederick-VS1/Beam314, Champion

  • 2835 Posts
  • 1791 Reply Likes
Anne,

If you want some reliable help, just send an email to the moderators at exedelistens@viasat.com. You will get help from them, much better than calling CSD or sending an email on the Exede web page. Include your account information in the email since they can't associate your account with your forum name here. I think you have a problem with your equipment, the Exede moderators have some nifty tools that they can look at your modem and see what is going on.

Good luck.

Steve
Photo of Anne Cosalter

Anne Cosalter

  • 4 Posts
  • 0 Reply Likes
Ok so after 3 emails I get a response "we'll get right on it" "within 24 hours" yea, I'm not holding my breath...
Photo of Exede Amber

Exede Amber, Employee

  • 135 Posts
  • 23 Reply Likes
Hello Anne, thank you for sending in an email. I will be responding to you this morning. I look forward to speaking with you further.
Photo of Anne Cosalter

Anne Cosalter

  • 4 Posts
  • 0 Reply Likes
This Problem is still Not solved :( Amber: you said we will get a new modem, but everytime I call, the tech does the same thing again and again and I am so frustrated!!!!
Photo of Exede Amber

Exede Amber, Employee

  • 135 Posts
  • 23 Reply Likes
Hello Anne, I will be following up with you through email. 
Photo of Anne Cosalter

Anne Cosalter

  • 4 Posts
  • 0 Reply Likes
The end of this story: it's the router! I guess the techs on the phone couldn't figure this one out... Had to have someone from DirecTV come over!
Photo of Exede Amber

Exede Amber, Employee

  • 135 Posts
  • 23 Reply Likes
Hello Anne, I have sent you an email to check up on things for you.

This conversation is no longer open for comments or replies.